Concept Of Service Quality Research Articles

Analisis Kualitas Layanan Aplikasi Prestige Di Kabupaten Gresik Menggunakan Metode ServQual

The Prestige application is an online attendance for Gresik Regency ASN. What is the assessment of the feasibility of the functionality of the Prestige Application, and what factors influence employees dissatisfaction with the Prestige Application. In previous research on attendance applications, only regarding the impact of the application on employee performance. This research tests the application functionality, so that it meets what is required. Researchers as instruments and data collectors provide assessments of the Prestige application, finding problems that result in a decrease in the quality of the Prestige application. The ServQual method or what is called the service quality concept is a method used to test the nature of service quality, and involves 90 questionnaire respondents. In this research, it was found that there is no forget password feature, and importantly there is a feature to display the total number of attendance points. The Reliability dimension gets the largest value, and the Empathy dimension gets the smallest value. As input, BKPSDM needs to add a forget password feature and information regarding total employee attendance points.

Analisis Kualitas Pelayanan Dalam Penerbitan Surat Keterangan Catatan Kepolisian (SKCK) di Polres Prabumulih

This article or writing aims to analyze the quality of service in issuing SKCK at Prabumulih Police. The problem focuses on the quality of SKCK publishing services. In order to approach this problem, a theoretical reference from the concept of service quality according to Zeithaml (2010) was used to start the service dimensions in the Public Service Office of the Prabumulih Police Intelligence and Security Unit. Data was collected through questionnaires, observations and documentation studies, then analyzed using the Weight Mean Score (WMS). The research subjects were respondents who managed SKCK at the Prabumulih Police Station. This study concludes that the Validity Test shows that all statements are valid with a calculated r value that is capable. The average quality of SKCK services at the Prabumulih Police Station ranges from 3.32 to 4.91, indicating respondent satisfaction in the answer range of 3.01 – 4.00. Factors such as ease of access and communication between officers are considered quite good, although there are still obstacles related to understanding the importance of the application. However, the officers' efforts to provide services according to the Prabumulih Police motto were considered to be quite good.

La calidad de servicio en las entidades públicas.

The product of globalization has generated the search for the development of activities that improve the level of efficiency and competitiveness, in different benefits or actions who offer and seek to be served by services. It is too complex to define and measure the quality of the services and assess the level of satisfaction for their attention; likewise, it has become a matter of consistency to try to explain the perceptions of each user or citizen. It is essential to have a methodology that efficiently and equitably measures the type of assignment that is offered. This article is the product of documentary analysis of 40 publications by different authors where they manage to analyze the concept of service quality, and explain the existing methodologies that seek to measure the intangible aspects of assistance. It is concluded that quality is a very generic concept in conceptualizing it and how to assess the level of satisfaction, because the perception of the behavior of the beneficiaries is intimate and therefore the characteristics and impressions about the types of services where they obtain sometimes in different reasons for each behavior of the favored party. Many standards are now known that seek to evaluate the quality of service, the most used being the SERVQUAL type.

Pelayanan Pengunjung Disabilitas pada Museum Geologi dan Museum Konferensi Asia Afrika di Kota Bandung

This study is entitled "Disability Visitor Service at the Museum of Geology and Museum of the Asia Africa Conference in the Bandung City". This study seeks to find a discussion of museum services for persons with disabilities that substantively refer to the service quality concept revealed by Zeinthaml in 2006 consisting of (1) Tangibles, (2) Empathy, (3) Responsiveness, (4) Reliable and (5) Assurance, and performed at the Museum of Geology and the Museum of Asia Africa. This research uses a qualitative method approach. A qualitative approach is considered by researchers to be very appropriate in providing a holistic picture of the existing reality data. Data collection was performed using observation techniques, in- depth interviews, and documentation. Data analyzed was using the stages described by Miles and Huberman (1992: 16). Based on research, a conclusion can be drawn that both museums have all aspect studied for disabilities tourists. Broadly speaking, the Museum of Geology already has infrastructure and services that prepared for disabilities tourists, meanwhile the Museum of Asia Africa still has a variety of obstacles and minimal infrastructure will be aimed for disabilities tourists with some rules procedure and condition.

Factors affecting customer experience in using digital banking, study in Vietnam

Most of the firms now agree that creating strong customer experience is becoming the most prioritized activity to attract and endure customers (Lemon, 2016). In previous research, the notion of customer experience is commonly mixed with customer satisfaction, customer loyalty, service quality and other related concepts. The study focusses on the root characteristics that distinguish customer experience from other related concepts, which is the customer journey with pre-purchase, purchase, and postpurchase stages. Applied in digital banking services with a survey of 215 retail customers in Vietnam, using structure equation modeling, the findings show that all brand experience, registration experience, “ease of use” experience, “perceived value” experience, security experience significantly and positively impact customer experience. The finding is also potentially robust for other emerging markets with fierce competition and rapid digital transformation in the banking sector.

THE FACTORS OF SERVICE QUALITY IN SKI TOURISM ON THE EXAMPLE OF THE REPUBLIC OF SERBIA

The aim of this paper is to provide an insight into the current models of service quality in ski tourism with a practical implication on the example of the Republic of Serbia. Nowadays, ski tourism has evolved into an important segment of the winter tourism industry in Europe. Its development was encouraged by the popularisation of skiing as a sport, as well as the growth of the number of people who ski professionally or recreationally.The studies from relevant publishers have been dealt with the concept of travellers’ motivation in ski tourism from different point of views such as, the aspect of sustainable development in tourism, quality management, marketing strategy and customer satisfaction. When defining the research scope, it was noted that service quality represents an important driver of motivation in sports tourism. However, there is a certain research gap in exploring the factors that affect the service quality in winter sports, and in particular models and instruments that could provide their better understanding. In accordance with this statement, the research question in the study was to analyse the main determinants of service quality in ski tourism in the Republic of Serbia and to compare their relevance among the respondents belonging to different countries of origin and gender. The theoretical research presented in this paper was based on the application of a systematic literature review that has included relevant studies dealing with the concept of service quality in winter sport tourism. In addition, empirical research was conducted to address the research question in finding the factors that influence the service quality in ski tourism. The research was based on a sample of 208 skiers who visited the Republic of Serbia during the winter seasons in years 2023 and 2024. In the analysis and interpretation of the data, descriptive statistics, compare means and factor analysis were used.

Tourists’ satisfaction on cultural heritage tourism quality: An empirical study Hanoi, Vietnam

Based on the additional Functioning Tourism System (FTS) model of Gunn (Gunn, 1988; Gunn & Var, 2002; Herrin, 2015; Huyen, 2020), the concepts of service quality and tourist satisfaction, this study proposes a model to assess tourists’ satisfaction on service quality at the cultural heritage tourist destinations. The research model includes the following factors: Cuisine service, Entertainment service, Accommodation service, Transportation service, Cultural heritage knowledge service and Heritage characteristics. The study used a quantitative research method with a sample of 400 responses from domestic and international tourists. The research results show that the overall level of tourists’ satisfaction about the tourist destination as well as the quality of cultural heritage tourism services in the Van Mieu - Quoc Tu Giam heritage site is good. The most satisfied tourists are the nature and characteristics of the Van Mieu - Quoc Tu Giam, followed by the cuisine service factor at this heritage site, then the cultural heritage knowledge service about the Van Mieu - Quoc Tu Giam, accommodation service and entertainment service and finally transportation service.

Application of SERVQUAL model to measure the customer satisfaction: A study of Digital payment companies in India

In this chapter, we will discuss the service quality concept, its importance for practitioners and academicians. We will relate service quality to other quality concepts such as product and image quality. Also, we will discuss how the concept is being measured and outline various models of service quality and introduce the SERVQUAL model in particular. We will discuss about its attributes and gaps, We will discuss about its attributes and gaps, in what contexts has the model been used and the pros and cons when using this model in measuring service quality. Also, we discuss customer satisfaction and how it is been related service quality. Furthermore, we will introduce our empirical context by highlighting why it is of particular interest to study service quality and customer satisfaction in grocery stores and why we choose to use the SERVQUAL model for our research. These will then lead us to clearly stating our research questions and research purpose in order to have a roadmap for our study.

Systematic literature review using PRISMA: exploring the influence of service quality and perceived value on satisfaction and intention to continue relationship

AbstractThis study aims to develop a systematic review of the influence of Service Quality and Perceived Value on Satisfaction and Intention to Continue the Relationship from an international and empirical perspective. The Preferred Reporting Items for Systematic Reviews and Meta-analyzes (PRISMA) is used as a guideline for systematic literature review to collect data. The selected journal timeframe is from 2008 to 2024, with 22 chosen articles meeting the criteria. Analysis of the selected primary studies reveals that the concepts of Service Quality and Perceived Value can be associated with Satisfaction and Intention to Continue the Relationship. However, an inconsistency was found that there was a significant and insignificant relationship between Perceived Value and Intention to Continue the Relationship, indicating the need for further development to be scientifically verified and to serve as a gap and reference for future researchers to investigate in different research settings. Novelty: Studies related to Intention to Continue the Relationship measured based on Service Quality, Perceived Value, and Satisfaction have been limited. Additionally, this study attempts to develop a more comprehensive concept or model of Intention to Continue the Relationship involving Service Quality, Perceived Value, and Satisfaction.

PENGARUH KUALITAS PELAYANAN PEMANDU WISATA TERHADAP KEPUASAN PESERTA KEGIATAN PENGENALAN DESTINASI WISATA DISPAREKRAF DKI JAKARTA

Tour guide services in the introduction of tourist destinations indirectly affect the satisfaction of activity participants. Therefore it is necessary to study the influence of the quality of guide services on the satisfaction of participants in the introduction of destinations. The purpose of this study was to determine the influence and magnitude of the influence of the quality of tour guide services on participant satisfaction in the introduction of Disparekraf DKI Jakarta tourist destinations. The concept of service quality, satisfaction, and communication is used by the author as a guide in conducting research. The service quality variables consisting of Reliability, Responsiveness, Competence, Access, Communication, Security, Credibility, Direct Evidence and Participant Understanding have an effect on the participant's satisfaction with the introduction of destinations. The paradigm used in this study is positivistic with a quantitative approach. Respondents were participants in the introduction of destinations organized by the DKI Jakarta Province Tourism & Creative Economy Service, totaling 44 respondents using a saturated sampling technique. Collecting data in this writing using a questionnaire technique and literature study then analyzed with Likert scale analysis, validity and reliability test, linear regression analysis, t test analysis, and r test analysis. Based on statistical data analysis, the indicators in this study are valid and the variables are reliable. Based on the research results, it is known that the t table value is obtained where N = 44 and sig. 0.05 of 2.015. From the results of the t test analysis, it is known that the t-count is 8.257 > 2.015 (t-table) and sig. of 0.000 <0.05. From these results it can be said that the Quality of Tour Guide Services has a positive and significant effect on Participant Satisfaction. From the table it is known that the r-square value is 0.619 or 0.619X100 = 61.9%, meaning that the total influence given by the Quality of Tour Guide Service variable on Participant Satisfaction is 61.9%. While the remaining 38.1% is influenced by other variables outside the variables studied. This means that there is a strong influence between the quality of tour guide services on the satisfaction of participants in the introduction of tourist destinations.

Quality Management Research in Tourism Literature: A Bibliometric Analysis Approach

Quality is an important indicator for the service sector. Currently, increasingly competitive conditions, technological development and changes in customer demands and needs bring importance to the concept of quality in the tourism sector, as in many other sectors. The key role of quality management in enabling sustainable competitive advantage has guided many researchers in the field of tourism science to focus on this issue. Nevertheless, there are limited bibliometric and systematic assessments, even though they are becoming increasingly popular in the tourism industry. To contribute to further research collaboration and expand knowledge in this subject area, a bibliometric study was conducted. This research examines quality management in the tourism literature, the growth trajectory and geographical distribution of studies, the distribution of publications according to WOS indexes, the most productive authors and countries, the authors and documents that have had the greatest impact, the intellectual structure of quality management, global academic collaboration, and the main themes of publications. This study aims to identify the key issues and gaps in the literature related to quality management in the context of tourism. For this purpose, the Web of Science (WoS) database was scanned. This paper conducts a bibliometric literature evaluation of 993 articles published between 2004 and 2023. Performance analysis and science mapping techniques were used in this study. Visualization of similarities (VOS) viewer software was used to create bibliometric maps. It is concluded that the concepts of service quality and quality of life (QoL) have become prominent in tourism. It is also determined that words related to sustainability and the environment have been used in recent years. According to the results of the study, 2021, 2022 and 2020 are the most productive years. China, the USA, and Spain are the countries that have contributed the most to the development of the literature. The United Kingdom has worked in cooperation with twenty-nine countries, China’s link strength is greater, as it has cooperated with twenty-seven countries. Conversely, the university that has made the greatest collaborative contributions to science is Hong Kong Polytechnic University. Thus, it is anticipated that this research will further scientific contributions to the examination of quality management in the literature related to tourism.

Service Quality In Indian Healthcare Sector

This research paper examines the concept of service quality in the Indian healthcare sector, with a focus on identifying the key dimensions of service quality and the challenges and opportunities for improving service quality. The paper identifies the key dimensions of service quality in healthcare, including tangibles, reliability, responsiveness, assurance, and empathy. The paper also highlights the challenges facing the Indian healthcare sector in improving service quality, such as inadequate infrastructure, a shortage of trained healthcare professionals, and low levels of patient education and awareness. Finally, the paper identifies opportunities for improving service quality, including the use of technology and innovation, public-private partnerships, and increased funding for healthcare.

Improving the delivery performance: a case study applying statistical approaches for brasilian fast food

Purpose - Brazilian demand for a faster way of food feeding is growing and delays in delivery time impair customer satisfaction. Although food delivery apps are popular, the work aims to find the root causes of delays at a popular pizzeria in the Brazilian State of São Paulo, highlighting that the pizza manufacturing processes are the same as in past years. Design/methodology/approach - An anonymous survey conducted with the customers showed the key points of improvement for pizzerias in the city where the pizzeria was located. Data was collected from the pizzeria in question, so its non-compliances could be identified and further investigated using statistical analysis. Findings - The results showed a strong correlation between delivery time and the hour of order. Deliveries were faster on Monday compared to the other days of the week, possibly due to a reduced number of orders on this day, but it doesn’t explain the fact that Tuesday, Wednesday, and Thursday, which also had low numbers of orders, had high delivery times. This research work intends also to show that the process of the coming order is standard by apps, but the pizza manufacturing process is not. It means the concept of service quality is not reached during a period. Originality/value - This work has shown that applying quality tools and statistical analysis can bring advantages even for small food service companies. Other establishments that suffer from similar problems could also use the strategies for solving the delays.

Analisis Kualitas Pelayanan di Bagian Penerimaan Siswa Baru Menggunakan Metode Service Quality Pada SMK Wiyata Satya

Registration as a new student, both in public and private schools, is the first stage in the admission process. Every year, schools, including SMK Wiyata Satya, organize new student admissions (PSB) for prospective students who plan to register, especially for junior high, high school, or state vocational levels. PSB is an initial stage that is carried out every year to select prospective students based on their academic achievement, with the aim that they can continue their education to a higher level. In this study, we will discuss about service to prospective students today by applying the SERVQUAL (Service Quality) Method. In the application of the SERVQUAL Method, factors that can affect the quality of service in New Student Admissions (PSB) will be identified, by determining the attributes that play a role in influencing the level of customer satisfaction. . The Service Quality method is used to identify attributes that need to be improved in service quality, by detailing the gap between the service received and customer expectations. The purpose of implementing Service Quality is to meet customer needs. The concept of service quality and its environment. New Student Admission (PSB) is the first step that occurs every year for the selection of prospective students based on academic scores in order to continue their education at a higher level.

A Management Model to Operate a Commercial Tennis Club in Zhanjiang, China

Background and Aim: After the Beijing Olympic Games in 2008, tennis was rapidly developing in China. In 2021. China's tennis population has risen to the second largest in the world but it has only 800 tennis clubs out of the total 115,584 tennis clubs in the world, and in Zhanjiang City, only 17 tennis clubs are operating for commercial purposes. The result of surveying the needs assessment among the customers showed that there was a wide gap between observed perceptions and expectations in many issues in service management operations, which means that the customers were not satisfied with the club's operations. The researchers were interested in studying these issues to find customers’ needs and suggestions to improve the tennis clubs' service and management in this area by applying service quality and marketing mix strategies. The objectives: (1) to develop a management model to operate commercial tennis clubs in Zhanjiang City, China, based on service quality and marketing mix concepts (2) to confirm the model’s satisfaction, appropriateness, and practicality of the developed management model. Materials and Methods: This research was a research and development research. The data collection was 1) Interviews with the managers or representatives of the 17 clubs, 2) a survey of the 398 clubs’ customers with a dual response questionnaire, and 3) The consensus with 19 experts by Delphi. 4) a focus group discussion with 11 stakeholders. The research tools were a structured form for interviews, a dual response questionnaire, a questionnaire for consensus with a Delphi, and a form for recording the focus group discussion. The data was analyzed in descriptive, content analysis, and PNI modified by the use of SPSS. Results: The clubs should 1) set the positioning of the clubs 2) set vision, goals, and missions to be the direction of a club’s management, 3) set the division of works to share and understand the scope of duty and responsibility of each section, 4) consider the staff motivation and welfare, service quality 5) create operation manuals, and job descriptions, collecting data to improve the service quality 6) applying marketing to create strategies such as; offering a variety of products, pricing at the same rate of other clubs, set the easy and convenient operation process for customers.7) Collect the problems and needs of customers, and the readiness of management resources, to formulate the management strategies with the application of service quality and marketing mix concepts which could respond to expectations them Conclusion: The clubs should consider management functions and marketing mixes to create the strategies to operate the clubs by the responses to the needs of customers survey.

Analysis of COVID-19-Related User Content on the Baseball Bulletin Board in 2020 through Text Mining.

The world engaged in online sport watching during COVID-19. Fortunately, in Taiwan, the pandemic was stably controlled in 2020, allowing for the continuation of the Chinese Professional Baseball League (CPBL); this attracted international attention and encouraged relevant discussions on social media in Taiwan. In the present study, through text mining, we analyzed user content (e.g., the concepts of sports service quality and social identity) on the Professional Technology Temple (PTT) baseball board-the largest online bulletin board system in Taiwan. A predictive model was constructed to assess PTT users' COVID-19-related comments in 2020. A total of 422 articles and 21,167 comments were retrieved. PTT users interacted more frequently during the closed-door period, particularly during the beginning of the CPBL in April. Effective pandemic prevention, which garnered global attention to the league, generated a sense of national identity among the users, which was strengthened with the development of peripheral products, such as English broadcasting and live broadcasting on Twitch. We used machine learning to develop a chatbot for predicting the attributes of users' comments; this chatbot may improve CPBL teams' understanding of public opinion trends. Our findings may help stakeholders develop tailored programs for online spectators of sports during pandemic situations.

Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia

This paper reports the empirical findings of experience attributes and service quality dimensions of peer-to-peer accommodation (P2P) in Malaysia. Data collection was conducted using in-depth interviews, which involved 10 P2P accommodation hosts and 15 P2P accommodation guests. Thematic analysis of the data guided by the concepts of service experience and service quality, revealed that P2P accommodation has four experience dimensions (property/accommodation, hosts, local people/culture, and location) and seven service quality dimensions (home facilities, personal advice, helpfulness, feeling welcome, responsiveness, reliability, and caring). These dimensions differentiate P2P accommodation from other types of accommodation, such as hotels, and are different from those of the SERVQUAL model. Subsequently, a new model, P2PSERVQUAL, is proposed for peer-to-peer accommodation. The findings add to the tourism and hospitality literature on experience attributes and service quality, with implications for the marketing and management of P2P accommodation.

SERVQUAL METHOD IN STUDYING SERVICE QUALITY OF TRAVEL INSURANCE

Background: The study which consists of two parts: theoretical and empirical ones, and contains the analysis of the concept of insurance service quality in relation to travel insurance by employees of insurance institutions as well as by individual customers. Methods: The research was conducted by means of the SERVQUAL method among individual customers who hold travel insurance contracts in Świętokrzyskie, Małopolskie Lubelskie and Podkarpackie voivodships. The aim of the study was to identify the factors of travel insurance service quality in the conditions of the changing tourist market in Poland, as well as to define the hierarchy of their importance. Result: Moreover, on the basis of the SERVQUAL method, some discrepancies were established between customer expectations and the perceived services. This study is a continuation of the research conducted and another study of the series of studies of service quality in the market of property insurance in the voivodeships of eastern Poland.

The Importance of Educational Service Quality for Customer Satisfaction and Organizational Reputation

Abstract This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service, and organizational reputation in the context of educational services. The conceptual framework for testing the relationship between the three constructs was developed and tested on a sample of 97 educational service users. The results showed no significant difference between perceived and expected service quality. However, a positive relationship was found between customer satisfaction and three subconstructs of perceived service quality. Also, a significant positive correlation between organizational reputation and three latent variables of perceived service quality and a positive relationship between satisfaction and organizational reputation.

Examination the effects of organizational innovation and knowledge management strategy in information technology companies in R&D departments on service quality and product innovation

PurposeThe purpose of the article is to examine the concepts of knowledge management strategies, innovation and service quality in information technology companies that have research and development (R&D) departments in the technoparks of research universities.Design/methodology/approachThe research was carried out in information technology companies with R&D departments in the technoparks of universities. Due to the “innovation” focus of the research, 302 engineers were selected by random sampling from engineers working in information technology companies in technoparks, and the prepared scale was sent to them via e-mail. In total, 302 units of data were subjected to path analysis and mediation effect analysis using the SmartPLS program.FindingsIn the research, it is supported by hypotheses that both knowledge management strategies and organizational innovation have a positive effect on the success of service quality and product innovation in information technology companies with R&D departments. At the same time, it can be explained as a result of analysis that innovation capability has both an independent and an intermediary variable effect.Research limitations/implicationsConsidering the limitations of the research, it is not correct to generalize the results of the analysis because the research was conducted only in information technology companies located in technoparks, and the data were collected from engineers working in these companies. For this reason, it is recommended that similar studies that are planned to be conducted in the future should do their research by taking this situation into account. At the same time, it is recommended to carry out future studies in different sectors and to bring the results obtained to the literature by comparing them.Practical implicationsThe importance of information is increasing in technology-oriented companies where competition is increasing. Companies that cannot go beyond imitation or offer similar products and/or services cannot compete with their competitors in a competitive environment. The fact that companies can be successful in a competitive environment is supported by hypotheses as a result of the analysis that they need to develop organizational innovation and knowledge, as well as develop innovation capability at the same time.Originality/valueThe research is an original study in terms of examining the R&D departments of information technology companies operating in the technoparks of universities. Innovation and knowledge management strategies are examined within the scope of the research model by collecting data from information technology companies with R&D departments.