Affecting Service Quality Research Articles

Kepuasan Konsumen Pengukuran Indeks Kepuasan Konsumen di Puskesmas Dago Bandung

PUSKESMAS, Is a Public health center, which is the primary health service facility for the local government, is required to provide the best possible service for the surrounding community who need health services. Measuring customer satisfaction is done by using the Importance Performance Analysis (IPA) method. In this method, it is necessary to measure the level of conformity to find out how much the customer is satisfied with the company's performance, and how much the service provider understands what the customer wants for the services they provide. In the Importance-Performance Analysis, mapping is carried out into 4 quadrants for all variables that affect service quality. Quadrant divisions in Importance-Performance Analysis are categorized on the X-axis Very Unsatisfactory to Very Satisfying, and the Y-axis Very Unimportant to Very Important. The study was conducted on 31 consumers of the Dago Health Center in Bandung, which aimed to determine customer satisfaction with the services provided by the Puskesmas. There are five factors measured, the quality of service facilities, reliability, responsiveness, confidence, and empathy. The results are then calculated using the Customer Satisfaction Index, and Importance Performance Analysis. The results of testing the validity and reality, resulted in all questionnaire points and respondents declared valid and reliable. The results of the analysis of the average value of expectations and customer satisfaction can be seen that the quality of service facilities, quality of service reliability, quality of service responsiveness, quality of service confidence, quality of service empathy, has an achievement or work performance above 90%. This means that the Dago Health Center in Bandung City has succeeded in fulfilling the desires or satisfying consumers, in fact, the Quality of Service Confidence item has a value of 101% this means that the consumer's belief service exceeds the expectations of consumers. The results of the analysis of the expectation and performance matrices, where the quality of service facilities, service reliability quality, service responsiveness quality, service assurance quality, service empathy quality. The five criteria are in quadrant I, which means that the Dago Health Center is in the strategy to maintain the achievements that have now been achieved, because the five criteria for services provided have met consumer expectations.

The Influence Of Technology Based Marketing Strategies and Service Quality As Mediation Variables on Customer Loyalty

Marketing strategy is a form of directed planning in the marketing sector to obtain optimal results. Service quality is generally seen as a result of the overall service system that consumers receive. Loyalty as a condition in which customers have a positive attitude towards a brand The objectives of this study are: i) Knowing and analyzing technology-based marketing strategies that affect service quality. ii) Knowing and Analyzing Technology-Based Marketing Strategies affect Customer Loyalty. iii) Knowing and Analyzing Service Quality affects Customer Loyalty. iv) Knowing and analyzing the significant influence of Technology-Based Marketing Strategies on customer loyalty by mediating service quality in Bank Jatim. This type of research uses a quantitative research approach. The sample used was 44 respondents. The analysis used is Path Analysis. The results showed that: i) Technology-Based Marketing Strategy has a positive effect on the Service Quality of Bank Jatim Main Branch. ii) Marketing strategy has a positive effect on Customer Loyalty in Bank Jatim Main Branch. iii) Service Quality has a positive effect on Customer Loyalty in Bank Jatim Main Branch. iv) Technology-Based Marketing Strategy has a significant effect on Customer Loyalty by mediating Service Quality.

THE EFFECT OF SERVICE QUALITY DIMENSIONS ON HEMODIALYSIS PATIENT SATISFACTION IN INDONESIA

Background: Chronic kidney disease is a catastrophic disease ranked second in Indonesia for high health costs. The number of renal units in Indonesia has rapidly increased since the launch of the National Health Insurance program in 2014. Its increase was accompanied by the increased number of patients. Aim: This study analyzed the effect of service quality dimensions on patient satisfaction with hemodialysis care. Methods: This study used a cross-sectional design and a quantitative method. It retrieved data from respondents who had undergone hemodialysis care at hospitals and clinics in Jakarta and surroundings. The PLS-SEM approach was used to analyze the data. Results: Eight service dimensions were proven to influence the overall service quality and directly impact patient satisfaction. The influential dimensions included facilities and organization of the service, care by attending nurses and assistants, attention to psychological and administrative issues, medical attention and care, nutrition attention and care, medication supply and quality, features and administration process, attention and care given by the head nurse. All of these dimensions affected patient satisfaction as a dependent variable. This study has strong predictive accuracy, and thus it can be replicable in future research with different populations. Conclusion: This study demonstrated eight service quality dimensions that affect service quality and directly impact satisfaction of hemodialysis patients both with hospital and clinic services.

Importance – Performance Analysis (IPA) of metro service attributes during the COVID-19 pandemic

BackgroundThe study of user satisfaction with public transport services is of key interest for enhancing public transport ridership. However, the elevated risks of virus transmission on public transport associated with COVID-19 have resulted in a shift towards private vehicles. This issue is of concern to policymakers due to reduced levels of public transport use and increased private vehicle trips. Thus, it is relevant to re-evaluate attributes impacting user satisfaction during the COVID-19 pandemic to understand how this compares to related research undertaken before the pandemic. MethodologyThrough a survey of 507 Tehran Metro users, the structural patterns among 33 metro service attributes were determined using Exploratory Factor Analysis (EFA). A service quality model of the Tehran Metro service (including cleanliness, ventilation/temperature, congestion, operation hours, ticket, information, reliability, and safety) was then designed using Confirmatory Factor Analysis (CFA). Attributes and latent constructs were classified using Importance – Performance Analysis (IPA). FindingsAttributes associated with general congestion in the metro, the performance of the metro during peak hours, cleanliness, and temperature/ventilation were found to be among the most influential attributes during the pandemic. ConclusionBefore the COVID-19 pandemic, time and cost effectiveness were key attributes affecting the choice of travel mode. Due to the outbreak of the virus, safety and health have been identified as the main attributes affecting the choice of travel mode. In this research, with a case study of the Tehran metro, it was found that there is a shift in attributes affecting service quality towards cleanliness, congestion and temperature/ventilation. As a result, a range of policies is needed to deal with the effect of COVID-19 on metro services. These include: increasing the number of metro services, reducing the time interval between metro services, improving air conditioning, and regular cleaning of vehicles. Policymakers can use the results of this study to improve user satisfaction with metro services and increase ridership levels during the pandemic.

The Effect of Image, Service Quality, and Reputation on Customer Satisfaction And Loyalty: A Study in Bpjs for Employment at the Yogyakarta Branch Office

This study was conducted to determine the effect of image, service quality, and reputation on customer satisfaction and loyalty. The method used was the Structural Equation Modeling analysis which incorporated qualitative methods. The data were obtained from questionnaire results taken from 268 respondents of BPJS for Employment participants. The results of this study generally indicate four points. First, the image of BPJS for Employment positively affects service quality, reputation, and customer satisfaction. Second, service quality positively affects consumer satisfaction and the reputation of BPJS for Employment. Third, customer satisfaction positively affects reputation and consumer loyalty. Fourth, BPJS for Employment's reputation positively affects customer loyalty.

Analysis of Citizen Relations Management (CRM) Service Quality Application in Waste Handling at Balekambang Sub District, Kramat Jati, East Jakarta

The DKI Jakarta Provincial Government in carrying out government issues policies by utilizing information and communication technology to solve city problems quickly and precisely. The DKI Jakarta Provincial Government in capturing the problems of its citizens has 14 official complaint channels whose handling is integrated in the Citizen Relations Management (CRM) application, based on the dimensions that affect service quality, namely the Tangible, Reliability, Responsiveness, Assurance and Empathy dimensions. This study uses a qualitative method with a descriptive approach. Data was collected by means of interviews, observation, and documentation. Data analysis used three components consisting of data reduction, data presentation and conclusion drawing. Test the validity of the data by testing the criteria for credibility, transferability, dependability and comformability. The results of the research on the service quality of CRM applications in handling waste in the Balekambang village in terms of five dimensions of service quality, namely tangible, responsiveness and assurance dimensions are good, while the reliability dimension still requires increasing the knowledge and performance of officers in the field as well as the empathy dimension is not fully in line with expectations, because there are still officers who feel emotional when following up on reports. Lack of public understanding and knowledge about CRM applications, facilities and infrastructure as well as geographical conditions are factors that hinder the quality of CRM application services, while the implementation of CRM application socialisation to the RT/RW level is a supporting factor for CRM application service quality.

Effects of revenue management on perceived value, customer satisfaction, and customer loyalty

Revenue management aims to maximize financial performance by setting different prices for the same offerings. However, such practices may deteriorate the nonfinancial performance of customer relationship management such as perceived value, customer satisfaction, and customer loyalty. Furthermore, revenue management tends to set higher prices during periods of peak demand or congestion. Congestion may negatively affect service quality and result in lower perceived value, customer satisfaction, and customer loyalty. Thus, revenue management may have dual negative effects on customer relationship: objective price and occupancy rate simultaneously and negatively affect the nonfinancial performance of customer relationship. Using the panel data of 18 hotels from a Japanese hotel chain company within 16 months, this study reveals the dual negative effects, which, to the best of my knowledge, have never been shown by literature. Hotel companies, when employing revenue management, should consider the tradeoff between short-term profitability and long-term customer relationship.

Gig economy delivery services versus professional service companies: Consumers’ perceptions of food-delivery services

Gig economy delivery services such as food delivery are common in many cities. The business models for these services rely on self-employment. Studies suggest that this model can negatively affect service quality and client satisfaction. This study proposes that food-delivery services in the gig economy will show worse results compared to traditional professional service companies regarding service quality and client satisfaction. To test this proposition, a thematic analysis of approximately 3000 consumer reviews was conducted. The results do not support the premise that consumers’ perceptions of services in the gig economy are worse.

The Influence of Nurse Competence and Performance on Quality of Service and Patient Satisfaction

Nursing care is significant in determining the quality of service in hospitals, and one of the indicators of service quality is patient satisfaction. This study aimed to determine the effect of nurse competence and performance on service quality and patient satisfaction. This was a quantitative cross-sectional study, and data were analyzed using path analysis t-test. There were 100 respondents and data collection was through interviews. This research was conducted at the Pusdikes Hospital in Jakarta. The factors that affected satisfaction were performance (p = 0.042) and service quality (p < 0.001). Competence, performance, and service quality also affected satisfaction in combination (p < 0.001). The variables that affected service quality were competence (p < 0.001) and performance (p = 0.004). Furthermore, competence and performance also had a simultaneous effect on quality (p < 0.001).
 Keywords: competence, nurse performance, service quality, patient satisfaction

Integrating FSE and AHP to Identify Valuable Customer Needs by Service Quality Analysis

In this study, we explore the needs of different valuable customer groups for service quality and how limited resources are allocated to enhance service quality. Accordingly, we propose a hybrid multi-criteria decision-making (MCDM) tool that uses fuzzy synthetic evaluation (FSE) in combination with the analytic hierarchy process (AHP) to help companies enhance understanding of quantitative data (the weights of the factors that affect service quality) and qualitative information to identify valuable customers. Fifty-three experts and 304 consumers at convenience stores (CVS) comprise the data set. We employed the AHP to obtain index weights in the second step of FSE and conducted FSE to determine the importance of various valuable customer groups. The results demonstrate that different valuable customer groups have dissimilar perceptions and feelings about service quality. The findings indicate that customers between “20 to 29 years old” are the most valuable customer group and that most consumers do not care much about “problem solving”. The analysis is distinct from extant work in that it examines the effect of receiving service quality from a consumer viewpoint, as we conducted a comprehensive analysis from both customer and expert perspectives.

Türkiye'de Sağlıkta Dönüşüm Üzerine Tarihsel Bakış

Turkey has undertaken major reforms since 2003 to transform and improve its healthcare system and health outcomes. This historical evaluation aims to shares experiences gained from Turkey’s Health Transformation Program (HTP) with scholars, policymakers, and the public. Until today from the establishment of the Republic of Turkey, the legal regulations and practices for improving health services have been explained, and the results have been evaluated from a historical perspective. Our review shows that HTP has created a model that achieved goals for universal health insurance, family medicine, access to health services, and service quality. HTP increased access to health services and affected service quality. However, it has not achieved full decentralization of secondary and tertiary healthcare providers. Public hospital associations and public health directorates were reunited under the Provincial Health Directorate. It is stated that various factors such as having three different bodies in administration, problems with the competence of appointed managers, unsettled organizational structure, more than one managers being appointed and frequent changes in office, dissatisfaction of healthcare workers, and problems in communication and coordination. Countries wishing to reform may be more productive in implementing decentralization considering in their own circumstances.

Quality mining: a new approach for managing service quality

This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed model named quality mining is based on data mining in service quality. As a case study, all the one-year services registered by the information technology service management (ITSM) system of a manufacturing company have been analysed. Clustering, correlation, and rule learner data mining methods have been used in the studied organisation. Findings indicated a direct relationship between the performance of the organisation and satisfaction regarding the services provided. The improvement suggestions presented for the studied organisation were related to the performance improvement of employees/functions. The factors affecting service quality were also determined.

Does electronic customer relationship management (E-CRM) affect service quality at private hospitals in Jordan?

The study's goal is to see how electronic customer relationship management affects the quality of service at private hospitals in Jordan. The dimensions of customer relationship management (CRM) represented by website design, website search, privacy, security, and service delivery on time, while the dimensions of quality of service include reliability, responsiveness, assurance, and empathy. It focused on private hospitals in Jordan. Data were primarily gathered through self-reported questionnaires created by Google Forms distributed to a purposive sample of inpatients via email. The statistical program AMOSv24 was used to test the study hypotheses. The results demonstrated that electronic customer relationship management had a positive impact on service quality. Considering the results, the researchers recommend improving the degree of its practice of managing electronic customer relations by reconsidering its websites in terms of focusing on the website design and its ease of use by patients and the possibility of searching the website.

The Effect of Psychological Well-Being of Beauty Workers on Service Quality

The purpose of this study is to find out the effect of psychological well-being of beauty workers in the beauty industry on service quality, and to provide a direction for healthy life of beauty workers by empirically analyzing related factors. Based on previous research, a total of 311 questionnaires were conducted and analyzed using SPSS 22.0. The analysis results of the influencing factors are as follows: First, when self-acceptance , control over environment , and positive interpersonal relationships among psychological well-being increase, empathy of service quality also increases. Second, when control over the environment and positive interpersonal relationships among psychological well-being increase, the tangibility of service quality also increases. Third, when control over the environment and positive interpersonal relationships among psychological well-being increase, the reliability of service quality also increases. Fourth, when autonomy among psychological well-being increases, certainty of service quality decreases, but when purpose of life and personal growth among psychological well-being increase, certainty of service quality also increases. Fifth, when purpose of life , self-acceptance , control over environment , and positive interpersonal relationships among psychological well-being increase, responsiveness of service quality also increases, but when autonomy among psychological well-being increases, responsiveness of service quality is shown to decrease. Thus, considering that individual psychological competency affects service quality, it is considered that the recognition of the need to improve the quality of life and happiness of beauty workers can contribute to the development of the organization.

FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PADA KANTOR KELURAHAN KADIDI KECAMATAN PANCA RIJANG KABUPATEN SIDENRENG RAPPANG

The objective of this study is to determine the effect of Work Facilities, Work Discipline, and Motivation on the Service Quality of the Kadidi Village Office Apparatus, Sidrap Regency. In this research, the method used is the quantitative analysis method which is implemented by using an analytical tool, namely Multiple Linear Regression. The results of the study can be concluded that: 1) that the work facilities are not correlated and have no effect on the quality of service of the apparatus, 2) the work discipline, both Korean, partial and simultaneous, has a significant relationship and has a significant effect on the service quality of the apparatus in PancaRijang Village, Sidenreng Regency. Rappang. 3) Work motivation, either in correlation or partially, is not related and affects Service Quality, although simultaneously it has a significant effect.

Servicescape and Service Quality in Creating Customer Loyalty

The development of cooperatives is currently starting to stagnate. This study aims to reveal this research. This research aims to analyze the effect of Servicescape on customer loyalty, the impact of Servicescape on service quality, the impact of service quality on customer loyalty, and the impact of Servicescape on customer loyalty mediated by service quality. This research uses a quantitative method approach. The unit of analysis in this study was all female members of the Padalarang Partnership Village Cooperative in 2016, totaling 125 people consisting of active and passive female members. The population in this study amounted to 125 people and a set precision or a significance level of 0.05, so the sample size in this study was 95 members as respondents. This study was analyzed using multiple linear regression for verification analysis. The findings in this study are Servicescape affects service quality, service quality affects the loyalty of female members, and Servicescape affects the loyalty of female members.

THE ANALYSIS OF SERVICE QUALITY AND BRAND IMAGE TOWARDS DECISIONS TO ENROLL AND ITS IMPLICATIONS ON CONSUMER SATISFACTION OF THE BERINGIN PRATAMA FOOTBALL SCHOOL BEKASI

The purpose of this research is to analyze the effect of service quality and brand image towards consumer satisfaction, as well as to determine the role of the decision to enroll as a mediating variable that affects service quality and brand image towards consumer satisfaction at the Beringin Pratama Football School Bekasi. The population in this research was all 130 students at the Beringin Pratama Football School Bekasi in 2020. The sample employed in this research was 100 respondents. The sampling method was carried out by a stratified random sampling method. In addition, this research employed the path analysis data analysis technique. Finally, this research indicated some following results, namely: service quality had positive and significant effects on the decision to enroll, the brand image had positive and significant effects on the decision to enroll, service quality had positive and significant effects on consumer satisfaction, and brand image had positive and significant effects on consumer satisfaction. Nonetheless, the decision to enroll was not proven to have positive and significant effects on consumer satisfaction.

Robustness of the Storage in Cloud Data Centers Based on Simple Swarm Optimization Algorithm

Storing extensive data in cloud environments affects service quality, transmission speed, and access to information in systems, which is becoming a growing challenge. In storage improvement, reducing various costs and reducing the shortest path in the storage of distributed cloud data centers are among the important issues in the field of cloud computing. In this paper, particle swarm optimization (PSO) algorithm and learning automaton (LA) are used to minimize the cost of a data center, which includes communication, data transfer, and storage and optimization of communication between data centers. To improve storage in distributed data centers, a new model called LAPSO is proposed by combining LA and PSO, in which LA improves particle control by searching for particle speed and position. In this method, LA moves each particle in the direction where it has the best individual and group experiences. In multipeak problems, it does not fall into local optimums. Results of the experiments are shown on the dataset of spatial information and cadastre of country lands, which includes 13 data centers. The proposed method evaluates and improves the optimal position parameters, minimum route cost, distance, data transfer cost, storage cost, data communication cost, load balance, and access performance better than other methods.

Pengaruh Komitmen Organisasi Dan Penerapan Prinsip-Prinsip Good Governance Terhadap Kualitas Pelayanan Di Baperlitbang Kabupaten Banjarnegara

ABSTRACT
 The problem in this study is the effect of organizational commitment and the application of good governance principles on service quality. This research is located at the Research and Development Planning Agency of Banjarnegara Regency, this study aims to explain the influence of organizational commitment variables and the application of good governance principles in a passive and simultaneous way on service quality. This research is a quantitative research. The data used in this study is primary data with a questionnaire technique. The population in this study are people who carry out research permits and data request permits in the Research, Development and Planning Program. The sampling technique in this study is to use the slovin calculation and obtained a sample of 100 respondents. Data analysis in this study used multiple linear regression analysis with SPSS 24 software. The results of this study indicate that partially the organizational commitment variable has no effect on service quality and the variable application of the principles of good governance has a positive and significant effect on service quality. Meanwhile, simultaneously organizational commitment and the application of good governance principles affect service quality.

Enhancing Service Quality Through Good Governance Practice in Zakat Institution

In the era of 4th industrial revolution, good governance practise has become an important organizational management and administration practice for achieving organizational function and objectives especially in zakat institution. Nowadays, zakat institution became as a central role in many aspects of human life especially among Muslim communities, also function in maintaining the existence and growth of socio-economic. Due to this reason, good governance with the vital elements of leadership and communication are an important element that may affect service quality performance in organization. The capability of employees to appropriately manage leadership and communication practice may lead to a greater level of quality performance towards customers. This research aims to measure the correlation between good governance practice through leadership, communication, and service quality in zakat institution. A cross-sectional technique was employed to collect primary data from 250 respondents who were customer at the zakat institution in Klang Valley. The Partial Least Square Structural Equation Modelling (PLS-SEM) was used in data analyses. The outcomes displayed two important findings: First, the relationship between leadership practice and service quality performance was significant. Second, the relationship between communication practice and service quality performance was significant. Statistically, this result confirms that service quality performance directly enhanced by good governance practice through leadership and communication in studied organization. Further, this research concludes with a discussion on the contributions, limitation. For future research may focus on other elements of construct such as integrity practice to enhance service quality in zakat institution.