Service Quality Characteristics Research Articles

Assessing and Prioritizing Perceived Service Quality in Healthcare Settings in Nepal: A Multi-Criteria Decision Analysis Using Analytical Hierarchy Process (AHP)

This study uses the Analytical Hierarchy Process (AHP) to compare and assess different private healthcare facilities in Nepal according to perceived service quality. For methodology, first, the criteria for the study were established and rated. Then sensitivity analysis was carried out to evaluate the decision using AHP to rank healthcare according to the characteristics of service quality and the relative positions. The data were collected from eleven hospitals in Kathmandu, Nepal. SERVQUAL dimensions were used in order to comprehend the Perceived Service Quality. The analytical procedure was carried out using Expert Choice software. The study shows that Private Teaching Hospitals have the highest Perceived Service Quality among patients, followed by Public Teaching Hospitals and that patients value tangibility over other service aspects. The study provides insights into the characteristics of service quality in Nepalese hospitals. The findings help healthcare managers to understand the factors that patients consider important to improve service quality.

How does Service Characteristics and Corporate Social Responsibility Matters in Customer Retention and Bank Reputation: An Evidence from the Banks of Pakistan

Previously very few studies examining the connection among service quality dimensions and performance of the company in the service industry especially in Pakistan. In Pakistan's banking business, the link between consumer expectations and perceptions of service quality features, as well as assessing their impact on customer retention and bank reputation, is still unclear. The major goal of this investigation is to determine the connection and causal influence of service quality characteristics on customer retention and bank reputation through the mediating effect of customer trust and relationship quality. In order to conduct this research a sample size of 350 will be used to fulfill the requirement of the research. Out of 350 questionnaire researcher received 338 responses the researcher neglect 23 responses because he found extreme abnormal rate of response and researcher found 315 acceptable responses. After data collection, the researcher uploaded data from questionnaire replies to Statistical Package for the Social Sciences (SPSS) 24 software for reliability analysis, frequency tables, descriptive statistics (Mean, Median, Mode, Variance, Standard Deviation, and Range) and correlation. After that researcher check the validity and hypotheses testing by using Analysis of moment structure (AMOS) 23. The current study to explain that there is favorable connection among service quality dimensions and CSR on customer retention and bank reputation. However, the study examines that customer trust and relationship quality had a positive mediating role between service quality dimensions and CSR on customer retention and bank reputation.

A METHOD FOR FORMING A TRUNCATED POSITIONAL CODE SYSTEM FOR TRANSFORMED VIDEO IMAGES

The article substantiates the requirements for the quality characteristics of video information services. It is shown that it is necessary to improve the quality of video information by the following indicators: time delays for video data delivery in terms of ensuring the required completeness; integrity of video information in accordance with the requirements of the application. The consequence of this fact is an imbalance between meeting the requirements for different groups of quality characteristics of video services. A set of measures is used to reduce the load on information and communication systems. One of the key ones is the use of compression technologies to reduce the bit volume. Therefore, the development of new coding technologies in terms of localising the balance between the level of video data compression and its integrity is an urgent scientific and applied problem. The article describes the main stages of creating a method for determining the informative and positional weight for a coding system in a truncated positional basis. For this purpose, a system of mathematical relations is developed to determine the number of admissible sequences. The scientific novelty is as follows. For the first time, a system of correlations has been created to determine the informative and positional weight of the components of the diagonal sequence of a transformant based on the combinatorial configurations. On the basis of experimental studies, it is shown that the developed method has advantages in terms of ensuring the level of video data integrity under conditions of a given compression rate.

Uncovering airline service quality dimensions from passengers' online reviews: A text mining approach to validate and extend Servqual

This study investigates airline service quality dimensions by employing text-mining techniques to analyse passengers' emotional responses and experiences with airlines as reflected in their online reviews. The study aims to identify the relationship between these and SERVQUAL dimensions to confirm its reliability in the airline industry and reveal new and promising dimensions of airline service quality. The study contributes to academia by enriching literature on airline service quality and text mining applications, identifying areas for enhancement, and suggesting strategic directions for continuous improvement to practitioners based on passengers' quality perceptions of airline service experiences. With a large dataset from 100 airlines obtained from Skytrax, the study offers a deeper understanding of airline service quality. It encourages using big data and text-mining techniques to explore consumer preferences. The study's findings challenge traditional models and bring out new, context-specific service quality characteristics to provide a greater understanding of passenger experiences. These give the airlines insightful guidance on improving service offerings and fulfilling customer expectations, eventually improving customer satisfaction, loyalty, and competitive positioning.

Measuring of Digital Banking Service Quality on Customer Satisfaction with Reference to Bengaluru

Purpose: The study aims at adding to the existing knowledge of how service quality of Digital Banking has an influence on customer satisfaction of Banks in a Metropolitan City like Bengaluru. This will help Banks and policy makers to understand the internet banking dimension and its contribution to customer satisfaction. With the increased usage of Online banking services in India post COVID. India has emerged as the largest user of Online Payment system, there is an increased need to study the service quality of Digital Banking facility. Design and Methodology: An exploratory survey was conducted with the help of Likert Scale Questionnaire conducted to investigate the impact of Digital Banking service quality on customer satisfaction in Bengaluru. Convenience sampling was used, and various kinds of Digital banking customers were approached in Bengaluru. Data was collected from a sample of 216DigitalBanking customers. Descriptive statistics, correlation, confirmatory factors analysis are used to analyze the data Findings: The findings suggest that there is a noteworthy correlation between the characteristics of online banking service quality and the level of customer satisfaction among internet banking users. Customer satisfaction in online banking is attributed to each of the following dimensions: efficiency, system availability, fulfillment, privacy, contact, responsiveness, and contact. Implication of the Study: The Research will help bank Managers, policy makers to focus on these factors which have a great impact on satisfying the customers which will result in better service quality of Digital Banking services which ensure greater usage of banking services and prosperity resulting in greater number of transactions benefiting the economy.

Enhancing telehealth services development in Pakistani healthcare sectors through examining various medical service quality characteristics.

The telehealth service increased attention both during and after the Covid-19 outbreak. Nevertheless, there is a dearth of research in developing countries, including Pakistan. Hence, the objective of this study was to examine telehealth service quality dimensions to promote the telehealth behavior intention and sustainable growth of telehealth in Pakistan. This study employed a cross-sectional descriptive design. Data were collected from doctors who were delivering telehealth services through a well-designed questionnaire. To examine the hypothesis of the study, we employed the Smart PLS structural equation modeling program, namely version 0.4. The study findings indicate that medical service quality, affordability, information quality, waiting time, and safety have a positive impact on the intention to engage in telehealth behavior. Furthermore, the adoption of telehealth behavior has a significant favorable effect on the actual utilization of telehealth services, which in turn has a highly good impact on sustainable development. The study determined that telehealth services effectively decrease the amount of time and money spent on travel, while still offering convenient access to healthcare. Furthermore, telehealth has the potential to revolutionize payment methods, infrastructure, and staffing in the healthcare industry. Implementing a well-structured telehealth service model can yield beneficial results for a nation and its regulatory efforts in the modern age of technology.

Implementasi Metode Quality Function Deployment (QFD) Untuk Merancang Peningkatan Kualitas Pelayanan Pendidikan di Politeknik ‘Aisyiyah Pontianak

In order to improve the quality of higher education services at Politeknik 'Aisyiyah Pontianak, an action plan was developed to close the quality gap between perceived expectations and expectations expected by students, as well as the characteristics of higher education service quality desired by students as service users. The Quality Function Deployment (QFD) model is the method used in this study to determine service attributes using the Servqual model. Three general information regarding students' desires, satisfaction, and expectations of service attributes were included in the distributed questionnaires. In conclusion, from the data processing of twenty educational service quality attributes, there are six attributes that have gaps in educational service quality. These gaps are fast online and offline academic services, easy access to information related to academics, fast and accurate acquisition of academic information, adequate library facilities (the number of collections in the library), adequate Internet facilities (ease of access, browsing speed), complete and adequate laboratory facilities. The action plan for quality improvement is (1) Improving the Academic Service System, (2) Providing a special portal for access to academic information, (3) Improving Academic Information System Services, (4) Improving Library Facilities by adding amount book collections, e-books, e-journals etc., (5) Improving Internet Facilities by adding Bandwitch, (6) Improving Laboratory Facilities.

Determinants of customer satisfaction in Nepalese banking sector

This study attempts to explore the factors impacting customer satisfaction in Nepal’s banking industry with a focus on the service quality that the banks offer. The respondent and the study area of the authors are 20 banks located in the Kathmandu Metropolis. Descriptive statistics, Pearson correlation analysis and regression analysis were employed to assess the subjects under study. The Pearson correlation results indicated a positive correlation between customer satisfaction and service quality characteristics. The ordinary Least Squares (OLS) regression model showed tangibility and empathy as key factors. The regression model, however demonstrates tangibility, responsiveness, and empathy as significant in influencing customer satisfaction. Study findings affirm the validity of hypothesis (H1) and highlight the importance of tangibility, responsiveness, and empathy in predicting customer satisfaction, suggests the enhancement of banks’ competitive advantage by improving their service quality.

Does Patient Satisfaction and Trust Matter in the Relationship between Service Quality and Patient Loyalty in the Ghanaian Health Sector?

In today’s fast-paced society, patients expect high-quality healthcare services that meet their unique health requirements. Similarly, healthcare providers emphasize quality care, utilization of advanced technologies, and promoting a culture of excellence to deliver the best possible outcomes for their clients. This study investigated how patients’ satisfaction and trust influence the relationship between service quality and patient loyalty. The theory that underpins this study was the Anderson Health Belief Model of health services use. The research adopts a quantitative descriptive research design and used a simple random sampling strategy to select 254 respondents from a target population of 1,384 who have patronised the services of the Upper East Regional Hospital in Ghana at least twice. A survey questionnaire was designed in the form of a five-point Likert scale to collect data while Structural Equation Modeling (SEM) was utilised to analyze the data. The study's findings showed a significant and positive correlation between service quality characteristics and patient loyalty. Patient satisfaction mediates the relationship between service quality and patient loyalty. However, trust did not moderate the relationship between patient satisfaction and patient loyalty. It is recommended that healthcare organizations, in particular public health facilities, should be aware of the importance that patients place on quality dimensions and use this knowledge to improve upon patient loyalty and satisfaction.

The Relationship Between Service Quality and Individual Characteristics with Patient Satisfaction of Teledentistry Service Users at RSGM Universitas Muhamadiyah Yogyakarta

Teledentistry is the use of information and communication technology in treatment, counseling, education, to improve dental and oral health during the COVID-19 pandemic. Teledentistry services as a medium for dental and oral health consultation need to pay attention to the quality of service and individual characteristics which are the main determinants of health services. The purpose of the study was to identify the relationship between service quality and individual characteristics with patient satisfaction of teledentistry service users. Cross sectional type of research. The technique of taking subjects using simple random sampling. The number of respondents was 125 renpondents. The research instrument uses servqual with Likert scale and patient satisfaction instrument with Likert scale. Respondents filled in individual characteristic data consisting of age, gender, education level and occupation. Data analysis in this study used pearson correlation test and multiple linear regression test. The Pearson correlation test showed that there was a relationship between service quality (p = 0.001) and age with patient satisfaction (p = 0.001) and there was no relationship between sex (p = 0.076), education level (p = 0.542) and occupation (p = 0.363) with patient satisfaction using teledentistry services. The results of multiple linear regression tests showed a significant relationship between service quality (?= 0.126; p= 0.001) and age (?= -0.044; p=0.025) with patient satisfaction using teledentistry services at RSGM Universitas Muhammadiyah Yogyakarta. The better the quality of service, the higher the level of patient satisfaction, the younger the age, the higher the level of patient satisfaction. There is no influence of gender, education level and occupation on patient satisfaction of teledentistry service users at RSGM Universitas Muhammadiyah Yogyakarta.

Customer Segmentation Using K-Means Clustering with SPSS Program in a Case Study of Consumer Interest in Current Coffee Shop

This research aims to segment customers using the K-Means Clustering method in a case study of consumer interest in current coffee shops such as Kopi Kenangan, Kopi Janji Jiwa, Tomoro Coffee, Fore Coffee and Fami Cafe. Customer segmentation is useful for knowing consumer preferences such as interests, background, lifestyle, service quality and consumer characteristics that are useful for knowing the right persona and marketing strategy as well as the value proposition, especially at the Kopi Kenangan, Janji Jiwa, Tomoro Coffee, Fore Coffee and Fami Cafe coffee shops. The analytical method used in this research is data collection by distributing questionnaires to respondents with predetermined criteria in the Jakarta area and outside Jakarta. The questionnaire was distributed in November 2023. The survey results were analyzed using the K-Means Clustering method in the SPSS 23 program to group consumers based on certain attributes such as age, education, domicile, income, occupation, frequently used social media and most popular coffee shop preferences. such as coffee and non-coffee variants, price, service quality and recommending it to other people. Based on the results of K-Means Clustering data processing, there are 3 clusters, namely cluster 1 (Consumptive Customer), cluster 2 (Standard Young Customer), cluster 3 (Potential Customer) which can be concluded that cluster 3 is a potential cluster that is the target of this research, where cluster 3 consists of respondents who are coffee fans and don't like coffee but are very active in using social media and have made online food transactions and always dine in when making transactions at coffee shops. So it can be seen that cluster 3 can be explored and used as a marketing target by carrying out promotions on various social media applications by offering various choices of coffee and non-coffee variants in order to attract customers who don't like coffee so they are interested and want to try the products offered. . The value proposition for current coffee shops is to give the impression of Coffee Vibes and focus on providing a unique and unforgettable coffee experience by presenting innovative flavor variants and creative coffee presentations, exploring new flavors and offering premium quality that can be enjoyed by all groups and creating an atmosphere comfortable and Instagram- worthy to provide a pleasant customer experience that fits the rhythm of modern life. Keywords: Cluster Analysis, Current Coffee, Customer Segmentation, K-Means SPSS,.

“Web Services Performance Prediction with Confusion Matrix and K-Fold Cross Validation to Provide Prior Service Quality Characteristics”

The Information Technology sector has experienced substantial growth, especially in the realm of application development, over the last few decades. This ongoing evolution highlights the complexity of contemporary IT applications, which no longer rely on a singular component. Developers now integrate a multitude of components from diverse sources, including users and vendors. Thoroughly examining the quality of external software components before integration into an application is imperative for ensuring optimal service performance. Numerous methodologies and approaches are available for appraising the quality of software components, including the Software as a Service Model (SaaS), Quality of Experience (QoE), and alternative models for identifying quality. These models employ traditional techniques to assess factors like availability, integrity, accessibility, security, performance, and reliability, collectively contributing to the measurement of Quality of Service (QoS). The suggested method enables thorough scrutiny of software components through a 360-degree evaluation, utilizing the Confusion Matrix for predicting performance. This evaluation method ranks web services based on throughput and response time, providing tangible values for decision-making by service users. The classification mechanism aids in categorizing standards within a benchmark web service dataset. By utilizing this performance measuring method, one can determine service quality through the confusion matrix, aiding in the identification of the best web services and contributing to the optimization of application performance.

An Investigation of the Effect of Service Quality on Customer Satisfaction: A Case of Zanaco Bank

The key to surviving in a global market is to focus on quality of service to customers. Every organization should focus on providing quality service to its customers. ZANACO Bank has implemented several service quality features and systems such as: B. changing the interior design of bank buildings, investing in technologies and bringing services closer to customers through ZANACO express agents, mobile banking and opening new branches. Therefore, the study examined the impact of service quality on customer satisfaction using ZANACO Bank as an example. A survey of 397 customers of ZANACO Bank was conducted at the main branch in Lusaka. The study used descriptive and causal designs. The study analyzed the data by determining frequencies, percentages, and means, and the study used Spearman correlation analysis to determine the effect. The study found that the service quality attributes important to bank customers were prompt customer support, politeness of bank employees, accuracy of bank transactions, security of banking services, customer support, convenient business hours, reliability of banking services and affordability (cost) of services. The study found that banks' responsiveness, accuracy, reliability and empathy have a significant impact on customer satisfaction, while tangible attributes have little or no impact on customer satisfaction. Customer satisfaction had a strong positive effect on customer loyalty, with a correlation coefficient of 0.9264, statistically significant at a p-value of 0.0001. The study therefore recommended that: Banks should focus more on reliability, security, empathy and responsiveness to increase customer satisfaction; Offering incentives such as reducing bank fees; and the use of customer loyalty programs to remain competitive.

Using a comprehensive DEMATEL-ISM-MICMAC and importance–performance analysis to study sustainable service quality features

PurposeTo gain and differentiate competitive advantage, the sustainable service quality is a determining factor that railway companies can use. The purpose of this study is to identify both the importance and performance of rail transportation service quality factors in a case study as well as determine the most influential quality features.Design/methodology/approachA comprehensive approach namely importance–performance analysis (IPA) technique and decision-making trail and evaluation laboratory (DEMATEL), and interpretive structural modeling (ISM) and Matriced’ Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) techniques was utilized.FindingsThe relative position of each attribute is specified on the IPA matrix proposing four strategies of concentrate here, keep up the good work, low priority and possible overkill. This study reveals that attributes of “the company cares about having a good society” are the most influential factor, and “having good business relations with shareholders” is the most permeable factor. Actually, consumers pay attention to how companies act toward society and maintain communication with shareholders. Through ISM technique and by summing the row and column of the consistency matrix, the attributes were partitioned into four levels. Also, MICMAC analysis identified the four clusters of linkage, independent, autonomous and dependent status of the attributes in terms of the driving power and dependence power.Research limitations/implicationsDue to the nature of single case study methodology, caution should be taken into consideration regarding the generazability of the obtained results.Originality/valueThe hybrid DEMATEL-ISM technique is used to analyze service quality factors in Iran’s transportation industry, which can be utilized in other industries as well as other countries.

Continuance intention and digital health resources from the perspective of elaboration likelihood model and DART model: a structural equation modeling analysis.

Internet hospitals, online health communities, and other digital health APPs have brought many changes to people's lives. However, digital health resources are experiencing low continuance intention due to many factors, including information security, service quality, and personal characteristics of users. We used cross-sectional surveys and structural equation modeling analysis to explore factors influencing user willingness to continue using digital health resources. Information quality (β = 0.31, p < 0.05), service quality (β = 0.19, p < 0.05), platform reputation (β = 0.34, p < 0.05), and emotional support (β = 0.23, p < 0.05) have significant positive effects on user value co-creation behavior. Additionally, user trust and perceived usefulness could mediate the association between user value co-creation behavior and continuance intention, with mediation effects of 0.143 and 0.125, respectively. User involvement can positively moderate the association between user value co-creation behavior and user trust (β = 0.151, t = 2.480, p < 0.001). Also, user involvement can positively moderate the association between value co-creation behavior and perceived usefulness (β = 0.103, t = 3.377, p < 0.001). The keys to solving the problem of low continuance intention are improving the quality and service level of digital health resources, and promoting users' value co-creation behavior. Meanwhile, enterprises should build a good reputation, create a positive communication atmosphere in the community, and enhance user participation and sense of belonging.

Service quality of e-hailing taxi services in Johannesburg

The study examines the service quality dimensions of e-hailing taxi services for passenger flow in Johannesburg. The objective is to determine the major service quality characteristics that affect customer satisfaction for using e-hailing taxis in Johannesburg. Questionnaires were randomly distributed to 499 e-hailing taxi users in Johannesburg. This study identified and tested service quality dimensions relevant to passengers’ desire for a transport service. The study added safety and affordability to the traditional five service quality factors for analysis. The data collected were subjected to exploratory factor analysis (EFA) and regression. EFA identified reliability, tangibility, safety, and empathy as the major service quality factors for e-hailing taxis in Johannesburg. It was found that these variables significantly affect customer satisfaction with e-hailing taxi services in Johannesburg. A change in reliability will contribute about 19% to customers’ perception of e-hailing taxi services, 28% for tangibility, 15% for safety and 19% for empathy, respectively. The study indicates the importance of safety as a major service quality dimension of public transportation. It implies that e-hailing taxi operators need to pay attention to passengers’ safety with vigilance and appropriate safety measures.

OTT 스포츠 방송 서비스 품질 특성이 고객만족도와 행동의도에 미치는 영향 : 스포츠 콘텐츠 관여도의 조절효과를 중심으로

OTT 스포츠 방송 서비스 품질 특성이 고객만족도와 행동의도에 미치는 영향 : 스포츠 콘텐츠 관여도의 조절효과를 중심으로

Development of Research on Continuous usage Intention of M-Wallets: A Systematic Review of Literature from 2011 to 2021

Mobile payment usage must be maintained for mobile wallet companies to survive. Long-term user relationships can assist businesses in lowering costs and increasing profitability to retain customers which ultimately will lead to continuance intention. Despite M-wallets' relative maturity, a study in this sector has been limited to first acceptance/rejection. No study has particularly evaluated the technology's post-adoption impacts. Existing studies mostly examine the initial adoption of mobile wallet users and their antecedents. Though many people use M-wallets regularly, consistency is rare. Thus, both academic researchers and practitioners must investigate mobile wallet users' continued usage behaviour. This research conducts a thorough evaluation of the systematic review of literature on M-wallet continuous usage intentions from 2011 to 2021. The authors of this study employed systematic review methods to analyse the current state of continuous usage of M-wallet research. They identified current research streams and offered ideas for future research. The review identified the Geographic representation of mobile wallet continuous usage research, methodological approaches to investigate continuous usage intention of m-wallets, and popular theories adopted to investigate continuance intention. Through research synthesis, predictors and moderators/mediators of mobile wallets were also identified. The authors then discovered various service quality characteristics that demonstrated how trust, flow, and satisfaction—which have primarily been studied—had a direct impact on behavioural intentions as a result of service quality. The authors recommend the direction of potential future research in mobile wallets. This paper is a systematic review of the continuance usage of mobile wallets based on the dimensions of service quality and is one of the very few papers to offer a systematic review of continuous usage.

Service Quality Evaluation of Air China based on SERVPERF Model

In order to effectively carry out aviation service quality evaluation, based on the service quality characteristics of Air China, through research on service quality evaluation models and methods, a questionnaire based on SERVPREF and a fuzzy comprehensive evaluation method were designed to evaluate the service quality of Air China. evaluate. Through literature analysis and expert consultation, the service quality evaluation indicators of Air China were screened and a service quality evaluation indicator system was established. Through the questionnaire survey method, a questionnaire is designed from the two dimensions of passenger satisfaction and indicator importance, and the questionnaire is distributed to collect data. Based on the questionnaire, the analytic hierarchy process was used to determine the weight of the service quality evaluation indicators of Air China. Through statistical analysis of the results of the questionnaire, the results of the comprehensive evaluation of Air China were sorted and analyzed, and it was concluded that Air China The advantages and disadvantages of the company's service quality are analyzed using the fuzzy evaluation method to comprehensively evaluate the service quality of Air China. Finally, it provides the basis for strategic research on the improvement of service quality of Air China.

Influence of brand image, service quality, and individual characteristics on loyalty with taxpayer satisfaction as an intervening variable at tax service offices in Palembang City

This study investigates the influence of brand image, service quality, and individual characteristics on loyalty, with taxpayer satisfaction as an intervening variable at Tax Service Offices in Palembang City. Data were collected by distributing questionnaires to 100 taxpayers registered at three Tax Service Offices in Palembang City. The analytical technique employed was multiple linear regression with path analysis. The results indicate that individual characteristics significantly impact satisfaction and loyalty. However, variables such as brand image and service quality do not significantly influence satisfaction and loyalty. Additionally, taxpayer satisfaction does not significantly influence loyalty itself. Furthermore, brand image, service quality, and individual characteristics do not significantly influence loyalty when taxpayer satisfaction is considered an intervening variable. This research will reference future studies using variables in similar research contexts.