Determinants Of Service Quality Research Articles

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.

Determinants of Customer Service Quality Towards Customer Satisfaction: A Case Study of Atlas Mara Bank

Determinants of Customer Service Quality Towards Customer Satisfaction: A Case Study of Atlas Mara Bank

Service Quality Management: A Literature Reviews

Service quality management (SQM) is a critical aspect of organizational success in service-based industries, as it directly influences customer satisfaction, loyalty, and financial performance. This literature review aims to synthesize existing research on SQM to provide insights into its conceptualization, measurement, determinants, and strategies for improvement. Drawing on a comprehensive review of academic articles, books, and industry reports, this paper examines the evolution of SQM frameworks and models, including seminal models such as SERVQUAL and SERVPERF, and explores the multidimensional nature of service quality. The review identifies key dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, and evaluates various measurement and assessment tools used to capture these dimensions. Additionally, the literature review delves into the determinants of service quality, both internal (e.g., organizational culture, employee training) and external (e.g., customer expectations, competitive pressures), highlighting their impact on service quality outcomes. Furthermore, the review discusses best practices and strategies for improving service quality, such as continuous improvement initiatives, customer relationship management (CRM) systems, service recovery mechanisms, and employee empowerment programs. It also examines challenges faced by organizations in managing service quality, such as globalization, technological advancements, and changing customer preferences, and proposes areas for future research to address these challenges. Overall, this literature review contributes to a deeper understanding of SQM by synthesizing existing knowledge, identifying gaps in the literature, and offering practical insights for organizations seeking to enhance service quality and achieve sustainable competitive advantage.

A Study on the Influence of Service Quality in Customer Satisfaction; Application of Servqual Moel with Special Reference to Home First Finance Company

Service Quality in finance sector is the most important criteria and asset for evaluating and satisfying customers and thereby increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal role. Prior research suggests that customer perceptions and expectations are more likely to be different across service sectors. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in Home First Finance Company. By realizing the gap between the perceived and actual service quality, customer satisfaction can be extremely improved. Keywords: Customer Relationship, Generating Leads, Customer Satisfaction

“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.

The Influence of Service Quality of the Integrated Hajj and Umrah Service Center (PLHUT) on the Satisfaction of Prospective Hajj Pilgrims in 2023 (Study at the Mojokerto Regency Ministry of Religion Office)

This research aims to analyze the influence of the quality of service provided by the Integrated Hajj and Umrah Service Center (PLHUT) of the Mojokerto Regency Ministry of Religion Office on the level of satisfaction of prospective Hajj pilgrims. Service quality is measured through dimensions/variables; tangibles, reliability, responsiveness, assurance, and empathy. The method used was a quantitative survey with a questionnaire distributed to prospective Hajj Pilgrims who used the PLHUT service at the Mojokerto Regency Ministry of Religion Office. The collected data is analyzed using statistical analysis techniques to determine service quality. Using servqual theory developed by A. Parasuraman, Valarie Zeithaml, and Leonard Berry. In this research, it can be concluded that with the management of an integrated Hajj and Umrah service center (PLHUT), the activities or activities in the service can be well coordinated or structured, so that prospective Hajj and Umrah pilgrims feel comfortable and satisfied.

The Influence of Teamwork and Work Environment on Service Quality through Job Satisfaction

Optimal service for public service users is a necessity for increasing citizen satisfaction. The determinant of service quality lies in employee performance. There are several factors that influence service quality, including team work, work environment and job satisfaction. This research aims to: examine the influence of team work and the work environment on job satisfaction; examine the influence of team work, work environment and job satisfaction on service quality; and examine the influence of teamwork and work environment on service quality through job satisfaction. The population of this study was 49 Civil Servants (PNS) of the Investment and One-Stop Integrated Services Service, Mojokerto Regency, East Java. Meanwhile, determining the sample size uses a saturated sampling technique, that is, the entire population is taken as a sample. Meanwhile, data collection uses a questionnaire distributed to respondents. The data analysis technique uses SEM PLS. The research results show that: (1) teamwork and the work environment have a significant effect on job satisfaction; (2) team work, work environment, and job satisfaction have a significant effect on service quality; and (3) teamwork and the work environment influence service quality through job satisfaction but are not significant. For this reason, if the management of the Mojokerto Regency One Stop Investment and Integrated Services Department seeks to improve the quality of service to citizens, this can be done by strengthening teamwork and creating a conducive work environment for employees.

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS IN NORTHERN REGION OF BANGLADESH

Banks must deliver high standards of service quality in order to achieve high levels of customer satisfaction; as now-a-days service quality is considered the cornerstone of customer satisfaction. This study has used SERVQUAL to determine service quality of commercial banks operating in the northern region of Bangladesh and the impact of these dimensions on customer satisfaction is then assessed. Primary data has been collected with a structured questionnaire of five-point Likert scale from 200 customers of commercial banks and analysed using SPSS software. Our empirical findings show a strong correlation between customer satisfaction and independent variables, the five dimensions of service quality. This study would give managers a comprehensive understanding of how to create service marketing plans and policies based on consumer perceptions, enabling banks to achieve long-term objectives. Also, the findings of the study could assist commercial banks in developing strategy for providing services that will satisfy customers.

ОЦІНЮВАННЯ ЯКОСТІ ПОСЛУГ РАЙДХЕЙЛІНГ-КОМПАНІЇ «УКЛОН» ЗА ДОПОМОГОЮ МОДЕЛІ SERVQUAL

The paper presents the results of a study of the quality of passenger taxi services (case study for Ukrainian ride-hailing service "Uklon"), which was conducted by applying the SERVQUAL tool. The ride-hailing service is an innovative product in the rapidly developing market of taxi services and a business model, a taxi aggregator. Its peculiarities identified via the literature review are the on-demand provision of paid prearranged passenger transportation services combined with smartphone mobile applications or online platforms for immediate booking of trips, making electronic payments, and rating drivers and passengers. The study aimed to obtain the quality measures for the service − the integrated indicator and indicators for the partial characteristics. The theoretical basis of SERVQUAL offered by A. Parasuraman, V. A. Zeithaml, and L. L. Berry is the gap concept and taxonomy of service quality determinants (model RATER). The instrument allows the measurement of service quality as a gap between the consumers' expectations regarding the service characteristics and their perceptions based on consumption experience. Quantitative marketing research in the form of a survey of 50 clients of the "Uklon" was implemented. The method provided the following stages: determination of essential characteristics of a ride-hailing service; development of two questionnaires; collection of primary data by surveying customers aimed at revealing their pre-consumption expectations; surveying customers aimed at revealing their perceptions regarding the quality of services of "Uklon" based on the experience gained; calculation of the general and partial indicators for service quality. The service quality accounted for -0,69, and quality indicators for partial characteristics range from 0.02 to -1.46. The ride-hailing service "Uklon" is close to fully satisfying clients, but there is room for improvement. Two unique value propositions differentiating the company from competitors are identified. Recommendations for improving the services are provided, and prospects for further research are defined.

THE DETERMINANTS OF SERVICE QUALITY IN SKI TOURISM

Regarding the fact that skiing is the most popular winter sport in Europe, the aim of the paper was to analyse the main determinants of service quality in ski tourism.
 When defining the research process, it was noted that literature review has recognised significant studies dealing with the concept of ski tourism from different aspects such as tourist motivation to travel, ski tourism sustainability and clime change, marketing strategies or ski tourism infrastructure. However, there is a certain research gap in exploring the determinants of service quality in winter sports. Therefore, the main research question in this paper is to identify the significant factors that influence the service quality in ski tourism and affect tourist satisfaction levels.
 The research is based on a sample of 157 recreational skiers who visited the Republic of Serbia during winter seasons in years 2022 and 2023. In the interpretation and processing of data, descriptive statistics and t test were used. The findings indicated the diversity of ski tracks, landscape, nature and hospitality as the most significant determinants of service quality in ski tourism.

COMPARISON OF LOGISTIC REGRESSION, MULTINOMIALNB, SVM, AND K-NN METHODS ON SENTIMENT ANALYSIS OF GOJEK APP REVIEWS ON THE GOOGLE PLAY STORE

Today's community activities cannot be separated from the name of transportation because it makes it very easy for people's daily activities. With the existence of transportation, people can more quickly reach their destination. With the Gojek application on the Google Play Store, it will help people travel or deliver goods. To determine service quality, sentiment analysis can be used to classify reviews. The purpose of this study is to compare which method has the best accuracy, so that it can classify reviews into positive or negative sentiments. The methods tested in this study are Logistic Regression, MultinomialNB, SVM, and K-NN. Performance assessment methods include score accuracy, recall, and precision, classification reports, and confusion matrix to determine the appropriate method for classifying reviews into positive or negative categories. Of the four methods tested, the one with the highest performance is the Logistic Regression method. Accuracy, recall and precision scores of the Logistic Regression method were 82.45%, 82.49%, 82.45% and 82.43%, respectively. Classification report also shows good results. In the confusion matrix, there are 111 and 124 True positives and True negatives. There are only 22 and 28 False positive and False negative results respectively. The method that has the lowest score is K-NN, with score accuracy, recall, and precision respectively were 52.28%, 59.43%, 93, 52%, and 65.65%. Classification report shows quite bad results. In the connection matrix, it produces True positives and True negatives 130 and 19. There are only 127 and 9 False positive and False negative results respectively. The results of this study state that using the Logistic Regression method is suitable for use in classifying positive and negative reviews in the review dataset on the Gojek application on the Google Play Store.

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

PurposeThis study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.Design/methodology/approachIt applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.FindingsThe results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality.Research limitations/implicationsThe current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context.Practical implicationsThe results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions.Originality/valueThe results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.

Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants

Artificial intelligence agents (chatbots), which are programs to communicate with users primarily in customer service contexts, are an alternative interaction channel supporting businesses in the digital environment and vital components in customer service. The present empirical paper, which is aimed at identifying and discussing the factors motivating nonusers to adopt the specific technology in mobile contexts, proposes a comprehensive conceptual model, which combines the UTAUT 2 behavioral theory with variables of mobile service quality contexts, such as information quality, privacy concerns, interface, and equipment, as well as trust and mobility factors. Data analysis, based on the partial least squares structural equation modeling (PLS-SEM) statistical method, revealed that performance expectancy, facilitating factors, hedonic motivation, mobility, trust, and service quality positively affect nonusers’ behavioral intention to adopt chatbots. In addition, equipment, interface, and trust have a significant impact on users’ trust in the context of mobile chatbots. Personal data privacy issues also have a negative effect on trust, in contrast to effort expectancy, which positively affects performance expectancy. As mobile service quality factors have not been investigated before in the context of chatbots, the findings of the present research are expected to provide useful insights both to academia and the business industry.

Private Practice, Private Insurance, and Private Pay Mental Health Services: An Understudied Area in Implementation Science.

The private practice setting is understudied. Private practice includes settings in which mental health providers are unaffiliated with healthcare and hospital systems. Private practices may accept insurance (private and sometimes public) or no insurance (private pay). Increasing attention to this setting is critical to facilitating equitable access to mental health services, especially given enduring mental health workforce shortages and service waitlists. Further, there have been recent federal government calls to increase mental health and physical healthcare parity and to reduce out-of-pocket patient costs. Implementation science theories, models, frameworks, and methods can help illuminate determinants of private practice service availability and quality (e.g., evidence-based intervention delivery with fidelity), guide evaluation of implementation outcomes such as cost and acceptability of interventions to patients, and identify strategies to mitigate barriers to high-quality, affordable private practice services. This article suggests research questions to begin filling the private practice research gap using an implementation determinants framework - the Consolidated Framework for Implementation Research (CFIR) 2.0. Research questions are proposed across CFIR domains: outer context (e.g., policies impacting whether private practices accept insurance); individuals involved (e.g., provider professional experiences; direct-to-consumer marketing impacts on evidence-based intervention demand); innovation characteristics (e.g., appropriateness for private practice); inner context (e.g., organizational characteristics); and implementation processes (e.g., innovation sustainability). The illustrative research questions aim to begin a conversation amongst researchers and funders. Bringing an implementation science lens to the private practice context has the potential to improve the quality and affordability of mental health care for many.

The Influence of Work Environment and Incentives on Employee Performance through Motivation

Optimal service for health service users is a necessity for the continuity of hospital operations. The determinant of service quality lies in employee performance. There are several factors that influence employee performance, including work environment, incentives and work motivation. This research aims to: examine the influence of the work environment and incentives on work motivation; examine the influence of the work environment, incentives and work motivation on employee performance; and examine the influence of the work environment and incentives on employee performance through motivation. The research population was 445 civil servant employees at Dr. Wahidin Sudiro Husodo Hospital. Determining the number of samples used the Hair formula, namely the number of indicators multiplied by 6 (23x6), so that a sample of 138 people was obtained. The sampling technique uses proportional random sampling. Meanwhile, data collection uses a questionnaire distributed to respondents. The data analysis technique uses SEM PLS. The research results show that: (1) work environment and incentives have a significant effect on motivation; (2) work environment, incentives and motivation have a significant effect on employee performance; and (3) work environment and incentives have a significant effect on employee performance through motivation. For this reason, if hospital management attempts to improve employee performance, this can be done by creating a conducive work environment and providing fair incentives accompanied by strengthening work motivation.

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN ”LNY SKINCARE”

The emergence of consumer dissatisfaction is indicated by customer complaints after having beauty treatments at "LNY Skincare". The purpose of this study is to determine the effect of service quality and price on Leny Skincare customer loyalty. The method used in this research is a quantitative method. The population in this study are "LNY Skincare Citra Raya" customers who perform maintenance, totalling 120 consumers, then the sample in this study is determined using the Slovin formula with a total of 92 respondents. The data collection technique used is the questionnaire method at the beauty clinic "LNY Skincare Citra Raya". Methods of data analysis using descriptive analysis namely validity test, reliability test, classical assumption test, correlation test, coefficient of determination test, regression test, and hypothesis test using SPSS version 29.0. The results of the correlation test of service quality and price on customer loyalty obtained 0.858, which means a very strong relationship simultaneously. Based on the results of the coefficient of determination of service quality and price on customer loyalty, an R2 value of 0.737 means that the coefficient of determination of service quality and price variables simultaneously influences customer loyalty by 73.7%. Based on the results of the t-test, it can be concluded that service quality and price have a partial effect on customer loyalty. Then from the results of the F test, it can be concluded that there is a significant simultaneous effect between service quality and price variables on customer loyalty.

Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Pelanggan Produk Jasa Layanan Internet

Increasing human awareness of the importance of information and technological developments has increased human interest in using the Internet as a source of information and communication. PT X engaged in information and communication technology services and telecommunication networks. Service quality is a complex concept that involves understanding customer needs, provision of delivery, and managing customer expectations. In addition, price is an important factor in the marketing strategy of a product or service. The right price can influence consumer purchasing decisions so that it can affect sales and company profits. The purpose of this study was to determine service quality and price have a significant effect on customer satisfaction partially and to determine service quality and price have a significant effect on customer satisfaction simultaneously. The research design is a survey research using quantitative methods. The sampling technique used in this study was accidental sampling with a sample of 100 people. Data collection techniques used in this study were observation, questionnaires, and documentation. As well as the analysis techniques carried out in this study, namely validity test, reliability test, classical assumption test, and multiple linear regression test. The results of the research at a significance level of 0.000 <0.05 indicate that the first variable of service quality has a significant effect on customer satisfaction partially. Second, the price variable has a significant effect on customer satisfaction partially. Third, the variables of service quality and price have a significant effect on customer satisfaction simultaneously.

Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Despite the plethora of research studies conducted on service quality and customer satisfaction in the realm of artificial intelligence, there remains a significant gap in the literature when it comes to robo advisors. Robo advisors, automated platforms that provide algorithm-based financial advice and investment management, are gaining popularity as an alternative to traditional financial advisors. Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence, yet none have specifically addressed robo-advisors. This research aims to fill the gap and shed light on the crucial aspects of service quality and customer satisfaction within the context of robo advisors. The study will examine the key determinants of service quality offered by robo advisors, considering factors such as the accuracy of financial advice, user interface design, response time, transparency, and communication efficiency. Furthermore, the research seeks to investigate the factors influencing customer satisfaction in their interactions with robo advisors. It will explore the users' perception of robo advisors' reliability, trustworthiness, personalized experience, and the level of control they have over their investments. The outcomes of this research are expected to contribute valuable insights into understanding the strengths and weaknesses of robo-advisors concerning service quality and customer satisfaction. This study is expected to benefit financial service providers, policymakers, and investors by identifying the areas of improvement for robo advisors and enhancing the overall customer experience.

The Determinants of Healthcare Service Quality in Hospitals in Cities/Districts in Central Java

This study aims to analyze the determinants of healthcare service quality in hospitals in cities/districts in Central Java, with healthcare services as the dependent variable and the number of general practitioners, specialist doctors, healthcare personnel, bed capacity, population size, hospital level in cities/districts, and economic growth as the independent variables.The research method used in this study is a descriptive analytic study with a quantitative approach. Secondary data were utilized, including hospital data from the Indonesian Ministry of Health website, economic data from the Central Bureau of Statistics (BPS) of Central Java website, and population data from the Indonesian Ministry of Home Affairs website. The research sample consists of 86 hospitals.The study employs a logistic regression analysis model where the dependent variable is a binary variable. The analysis results indicate a significant positive relationship between the number of specialist doctors and healthcare service quality. However, the number of general practitioners, healthcare personnel, bed capacity, population size, hospital level, and economic growth have less significant influence on healthcare service quality.These findings underscore the importance of human resources factors, such as the number of specialist doctors, in improving healthcare service quality. Therefore, support should be provided to encourage doctors to specialize in various medical fields. It is hoped that these findings can serve as a basis for making better decisions in human resources planning, thereby ensuring the provision of high-quality healthcare services to the public in cities/districts in Central Java.

Pengaruh Kualitas Pelayanan, Citra Merek Dan Persepsi Harga Kartu Prabayar IM3 Terhadap Kepuasan Pelanggan Di Jakarta Pusat

This study aims to determine Service Quality, Brand Image and Price Perception of IM3 Prepaid Card on Customer Satisfaction in Central Jakarta. The data analysis technique uses Multiple Linear Regression Analysis and uses the SPSS version 21 program. The results show that there is an influence between Service Quality (X1) on Customer Satisfaction (Y) based on t count 3.769 > t table 1.660 and sig value 0.000 < 0.050. For variable Brand Image (X2) has a positive and significant effect on Customer Satisfaction (Y) based on t count 4.339 > t table 1.660 and sig value 0.000 <0.050. For the price perception variable (X3) on customer satisfaction (Y) based on t count -1.109 > t table 1.660 and sig value 0.027 < 0.050. Partially or simultaneously have a strong influence among the three most significant variables is the variable Brand Image (X2) of 0.000. Among the three variables whose results are significant are the Brand Image (X2) variable with a t-count value of 4.339 > t table 1.660 and a sig value of 0.000 <0.050, and the Service Quality variable (X1) with a t-count value of 3.769 > t-table 1.660 and a sig value of 0.000 < 0.050. The results of this study expect the better the brand image of the IM3 Prepaid Card in the eyes of consumers, the higher customer satisfaction can increase Brand Image (X2) and Service Quality (X1) which can support customer satisfaction. 
 Keywords: Service Quality, Brand Image, Perceived Price, Customer Satisfaction