Service Quality Dimensions Research Articles

Comprehensive Insights into Service Quality Dimensions Exploring the Key Factors

This article explores the critical role of service quality in customer satisfaction and loyalty across industries. It provides an overview of key dimensions like reliability, assurance, tangibles, empathy, and responsiveness. Understanding these dimensions is essential for meeting customer expectations. Factors influencing service quality perception, evaluation methods, and tools are discussed. Strategies for enhancing service quality include employee training, technology utilization, personalization, fostering a customer-centric culture, facility investment, and establishing clear service guarantees. Implementing these strategies improves service quality, leading to enhanced customer satisfaction and loyalty. Keywords: Service quality, Key factors, Reliability, Assurance, Tangibles, Empathy, Responsiveness, Customer satisfaction, Loyalty, Improving services.

Factors affecting restaurant choices for traditional foods among Gen Y and Gen Z: a multigenerational study on Vietnamese “Pho”

PurposeModernization and the rise of living standards have introduced new variants of traditional foods, from their tastes to the way they are enjoyed. This study aims to explore and examine the impacts of both traditional and modern marketing stimuli on restaurant choice intention for experiencing culinary traditions, hence answering the question of how traditional and modern aspects live together to bring about the most desirable experience for customers of traditional cuisine.Design/methodology/approachBased on the stimuli-organism-response (S-O-R) theory and mixed research methods, a model linking service quality dimensions, perceived value and restaurant choice intention is formulated and tested on quantitative data from 431 customers of Gen Y and Gen Z, given the case of Vietnamese Pho.FindingsThe findings show that food quality demonstrates the strongest impact on restaurant choice intention, followed by authenticity and nostalgia marketing. These relationships are partially mediated by perceived value. Hygiene risks and perceived value are also found to directly affect restaurant choice intention. Nevertheless, our findings are quite different between Gen Y and Gen Z customers.Practical implicationsThis research provides crucial strategic implications for restaurant managers when it comes to serving traditional foods for different generations.Originality/valueThis study responds to the existing gap by examining and comparing the impacts of traditional and modern marketing stimuli on restaurant choice intention through the mediating role of perceived value. Our study also actively contributes to the ongoing multigenerational research stream by affirming the moderation role of generations (Gen Y and Gen Z) in those relationships.

The influence of islamic banking digital service quality on intention to continue using islamic banking: a case of Indonesia

Research aims: Technological advances impact every aspect of daily life, including in Islamic banking. To keep its customers, the Islamic banking industry continues improving the quality of its digital services. Using the DBSQual model, this research aims to examine the quality of Islamic banking digital services, which encompasses seven dimensions: application architecture, application efficiency, responsiveness, user-friendliness, security, reliability, and personalization, towards the intention to continue using Islamic banking.Design/Methodology/Approach: The population of this research was Islamic bank customers in Indonesia. The sample was then selected based on the criteria of Islamic bank customers using mobile banking services. Data collection was carried out by distributing questionnaires developed from previous research. To validate the questionnaire, consultations were conducted with four survey accounting experts. Also, a pilot study was performed. Hypothesis testing was then done using the Structural Equation Modelling technique based on Partial Least Square (PLS-SEM).Research findings: The results demonstrated that three dimensions of digital service quality significantly influenced the intention to continue using Islamic banks, namely application efficiency, security, and reliability. Meanwhile, the dimensions of application architecture and responsiveness had no effect.Theoretical contribution/Originality: This study covers the gap related to empirical studies that examine the role of digital service quality development on intentions to continue using Islamic banking services.

The Influence of Quality of Pharmaceutical Installation Services on Outpatient Satisfaction at Malahayati Islamic Hospital Medan in 2023

This study highlights outpatient satisfaction with pharmaceutical services at the Malahayati Islamic Hospital in Medan in 2023. Data shows a decrease in outpatient visits of 21.5% in July 2023 at this hospital. The waiting time for taking medication exceeds 60 minutes, and can even reach two to three days, indicating that there is concern about the effectiveness of pharmaceutical services in the Pharmacy Installation. The research aims to analyze the impact of the quality of pharmaceutical installation services on outpatient satisfaction by involving 100 outpatients in quantitative research using a cross-sectional approach in August-September 2023. The results of the analysis show that service quality significantly influences outpatient satisfaction, especially in the dimensions of effective, efficient, timely, patient-focused, fair, safe, and integrated. The most dominant factors are fairness and safety, which significantly influence patient satisfaction. This study recommends improvements in the form of adding pharmacists, better medication planning, providing WiFi services, routine communication training for staff, and completing identity information and telephone numbers in patient medical records. In conclusion, the quality dimensions of pharmaceutical services greatly influence outpatient patient satisfaction, and improvements in fair and safe aspects can increase patient satisfaction.

Visitor-centric marketing approach driving theme park customer patronage: unveiling the post COVID-19 pandemic perspective

The onset of Covid-19 pandemic has resulted in a drop in visitor ship and income causing many theme parks to fail in sustaining their business. In reciprocating to this pandemic, Malaysia's theme park industry, have become more innovative in adapting to this rapidly changing new norm. This research ascertained the influence of service quality, promotion and price on customer patronage of theme parks during Covid-19. Data were collected from 340 respondents. Convenience sampling technique was used to select the respondents and a close ended structured questionnaire with a 5-point Likert scale was used for data collection. Findings from this study revealed that pricing and service quality has a strong influence on theme park patronage. This calls for management of theme parks to innovate and redesign their service quality dimensions and conduct consistent training in theme park service quality delivery to familiarize service delivery employees of their roles in the service delivery process. Theme parks too should inject flexibility in their ticket pricing to make them affordable. Such visitor-centric marketing approach can drive customer satisfaction, create positive word-of-mouth among visitors to increase patronage to the theme park and eventually heighten profits.

Service Quality Attributes and Customers Usage of E-banking Payment Transactions in Developing Countries: A Study of Tanzania

This paper aimed to examine the effects of service quality measures of information system success on customers’ usage of e-banking payment transactions in Tanzania. It was hypothesised that Service quality measures of information systems positively influence the usage of e-banking payment transactions. This hypothesis was tested by the partial least square structural equation modelling technique (PLS-SEM) through the use of SmartPLS3. The study is informed by the information system success theory and the Unified Theory of Acceptance and Use of Technology (UTAUT). The study adopted a cross-sectional survey approach, where 400 respondents were involved. The results show that responsiveness, privacy, assurance, empathy, and customer support have a significant positive influence on customers' usage of e-banking payment transactions. The findings imply that customers who are highly concerned with the availability of high-quality services in e-banking have the potential to enhance the usage of e-banking payment transactions. Thus, managers in the banking industry are urged to uplift the level of service quality as a strategy to elevate customers' usage of e-banking payment transactions. Future research is recommended to look into the influence of service quality measures on information system success and usage of e-payment in other sectors like the public transportation system, and schools.

Analysis of the Level of Satisfaction with the Quality of Clinical Services Using the Servqual Method

The influence of the globalization era has increased the use of health facilities in society. This increase requires agencies to provide the best possible service to customers. UPT. The Sriwijaya University Health Clinic as one of the providers of health facilities has also experienced the impact of this increase, therefore this agency continues to provide the best service and makes improvements in the services provided so that service users can feel satisfied. The aim of this research is to determine the level of student satisfaction with services at UPT. Sriwijaya University Health Clinic and which dimensions of service quality have a dominant influence on student satisfaction levels. This research involved 117 respondents from all students and was distributed via Google form with a quantitative research type and survey approach. Data analysis techniques were carried out using SPSS 26 and calculations were carried out using the servqual method. The research results show that from the total, the level of student satisfaction is at a percentage of 87% in the very satisfied category and the quality dimension that has a dominant influence is the reliability dimension with a Gap value of -1.17. With Cartesian diagram analysis, the question instruments included in quadrant I and quadrant II have the opportunity to be improved and maintained in quality so that they can get better responses in the future. With this research, it can be taken into consideration by UPT. Sriwijaya University Health Clinic to improve the quality of services provided in every dimension, especially those included in the important category and maintain the quality of services that previously received a good response

The effect of flow experience on reuse intention of mobile navigation apps: The mediating role of location-based mobile service quality

This study aims to determine the effect of consumers' flow experience on their intention to reuse mobile navigation apps and reveal the mediating role of location-based mobile service quality in this effect. Data were collected through an online survey of 513 respondents who were actively using mobile navigation apps and analyzed using structural equation modeling and mediation analysis. The results reveal that flow experience affects the intention to reuse mobile navigation apps and that location-based mobile service quality mediates this effect. When the mediating role of location-based service quality was tested, the direct effect of flow experience on reuse intention became insignificant. Information, reliability, and design quality are the most significant dimensions of location-based service quality. Considering the limited number of studies on mobile navigation services, particularly user behavior, this study contributes substantially to services marketing literature. In addition, this study provides insights for practitioners on how to design service proposals and the realization processes of mobile navigation apps.

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.

The Impact of Service Quality on Customer Satisfaction at 5-Star Hotels in Central Jakarta

The challenges faced by the hospitality industry differ from those encountered by organizations producing tangible products, primarily due to the distinct nature of services compared to products. In the service industry, the risk of failure is higher than in product sales, and service quality has emerged as a critical factor in the pursuit of sustainable competitive advantage. Ensuring customer satisfaction and retention is recognized as pivotal within the hospitality sector, where meeting evolving consumer demands is an ongoing challenge. In the hospitality industry, consumers not only participate in the consumption process but often come with predetermined service and quality expectations. Today's hospitality industry customers are more discerning, and exhibit higher expectations. The primary objective of this study is to elucidate the impact of service quality on customer satisfaction, specifically within the context of hotels, we conduct a comprehensive analysis of the data to identify which service quality dimensions have the greatest and least impact, as well as to understand the nature of their influence. This research uses a quantitative method for analysis, with a non-probability sampling approach to collect and gather data from 190 participants. This research findings reveal a positive correlation between five service quality dimensions (empathy, reliability, responsiveness, assurance, and tangibility) and customer satisfaction. The analysis of respondent feedback reveals that the service quality dimension in 5-Star Hotels in Central Jakarta exerting the most significant impact on customer satisfaction is empathy. Data collection in this research utilized a Likert scale questionnaire, and analysis was conducted using SmartPLS 4.0.

The Positioning of Coffee Shops Based on Consumer Perceptions: Study of Coffee Shops in Brebes Regency

The coffee shops are starting to bloom in Indonesia and are attracting more and more coffee lovers. Coffee shop growth rates also occur in Brebes Regency. Many new coffee shop brands offer new facilities and concepts to the community, especially the Brebes Regency area, so that every coffee shop entrepreneur must know the positioning in order to survive in the competition. The purpose of this study was to determine the mapping of consumer perceptions of the 3 coffee shops included in the research object in Brebes Regency, namely Kelirumology Coffee, Rajaswa Coffee and Warkop 12 based on the attributes of service quality, brand, location, facilities, price, menu diversity, and atmosphere so that useful to know the positioning of the coffee shop. Positioning is determined by reading the perceptual maps generated based on multidimensional scaling (MDS) analysis. The research data were obtained from questionnaires, library research, and direct observation according to the research objectives. The analysis technique uses multidimensional scaling with a sample of 86 respondents from consumers who have visited the 3 coffee shops. The results showed that consumers have their own perception of each brand based on the attributes of service quality, brand, location, facilities, price, menu variety and atmosphere. On the perception map, the coffee shop brand Kelirumologi Kopi leads because it is in quadrant I with positive coordinates in each dimension. Coffee shop brand Warkop 12 is in quadrant III. The Rajaswa Coffee brand is in quadrant IV. The results of the Kelirumologi Coffee coffee shop mapping lead with superior menu diversity, prices and facilities. But Kelirumologi Kopi has a weakness in brand attributes. Rajaswa Coffee coffee shop ranks second with excellence in brand and location attributes. But Rajaswa Coffee has weaknesses in the attributes of service quality and menu variety. Coffee shop Warkop 12 last place with excellence in service quality and atmosphere. And Warkop 12 has weaknesses in the attributes of location and price.

Using deep learning to enhance electronic service quality: Application to real estate websites

Electronic service quality (E-SQ) is a strategic metric for successful e-services. Among the service quality dimensions, tangibility is overlooked. However, by incorporating visuals or tangible tools, the intangible nature of e-services can be balanced. Thanks to advancements in Deep Learning for computer vision, tangible visual features can now be leveraged to enhance the browsing and searching experience electronic services. Users usually have specific search criteria to meet, but most services won't offer flexible search filters. This research emphasizes the importance of integrating visual and descriptive features to improve the tangibility and efficiency of e-services. A prime example of an electronic service that can benefit from this is real-estate websites. Searching for real estate properties that match user preferences is usually demanding and lacks visual filters, such as the Damage Level to the property. The research introduces a novel visual descriptive feature, the Damage Level, which utilizes a deep learning network known as Mask-RCNN to estimate damage in real estate images. Additionally, a model is developed to incorporate the Damage Level as a tangible feature in electronic real estate services, with the aim of enhancing the tangible customer experience.

Analisis Perbandingan Kualitas Pelayanan Jasa Ekspedisi KALOG, Herona Express, dan LNP di Stasiun Purwokerto

The volume of BHP courier transportation in Indonesia in 2021 increased by 265% from 2017. The purpose of this study was to determine the difference in the quality of services provided to users of BHP courier transportation services between KALOG, Herona Express, and LNP expedition services at Purwokerto Station. The sample used in this study are 100 respondents with purposive sampling technique sampling. The attributes used as a reference are the five dimensions of service quality, which were Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This study used a descriptive analysis method, Service Performance (SERVPERF), and MANOVA. The results of this study showed from overall service quality dimensions score. With the highest total average score (4,123) obtained by KALOG expedition services, then Herona Express (4.118), and the lowest total average score (4.056) obtained by LNP expedition services. From the results of the MANOVA comparison test, it is known that the tangible dimension is the dimension with the most significant difference in the comparison between: KALOG expedition services with Herona Express, KALOG expedition services with LNP, and Herona Express expedition services with LNP.

Patient Satisfaction Levels in One of the Private Hospital in Padang City

Improving patient care is a priority for health service providers, with the aim of achieving optimal levels of patient satisfaction. Based on patient satisfaction data, the level of patient satisfaction in 2022 still doesn't meet the minimum service standard. It was also found that there were many complaints about the services provided at outpatient clinics. This research aims to determine the level of patient satisfaction based on satisfaction indicators and analyze which attributes are priority problems. The research method uses a sequential explanatory method. Data was obtained from 167 respondents and nine informants. Data analysis uses descriptive analysis and Cartesian diagrams. Qualitative research was carried out using in-depth interviews, observations, and reviews of related documents. Research results showed that the level of patient satisfaction was 72.5%. Based on the five dimensions of service quality, the level of patient satisfaction was found to not meet service standards. There are four main priority problems to be addressed: service registration procedures, inappropriate arrival times for doctors, staff attitudes and communication that aren't optimal, and waiting times for medicines that don't meet standards. It was concluded that the level of patient satisfaction still doesn’t meet the minimum service standards. Keywords: Outpatient care, patient satisfaction, service quality

Recreation Center Membership Continuation: The Power of PRICE

Community parks and recreation departments continue to expand the size of indoor recreation centers with more dedicated spaces and an increased scope of services that includes a significant investment into the fitness division of the operation. Many modern community recreation centers require memberships, with the revenue from memberships creating self-sufficiency, and allowing the facility to operate with limited reliance on a declining tax-based support system. Keeping existing members is less work than recruiting new members, and the industry must continue to investigate how specific operation variables influence continuation. This study examined community recreation members’ (three locations; n = 353) perceptions of price, staff, equipment, programs, locker rooms, and facility parking effects on the intention to continue membership. The data were collected online, and the direct effects are examined using SPSS, AMOS, and MS Excel Advanced Statistical Analysis. The results of this research determined that membership price was the primary positive contributor to willingness to continue membership in the overall model and for each of the three locations, staff and equipment were significant in the overall model, yet the importance of these service quality dimensions differed by location. Finding differences at each location demonstrates why each operation needs to conduct regular assessments to track and gain insight into what matters to their unique customer group.

Assessment of customer satisfaction with the water supply system in low-income countries: A case of Adama City, Ethiopia

Abstract In developing countries like Ethiopia, ensuring the sustainability of water supply systems is a significant challenge. To achieve the Sustainable Development Goal 6 of providing clean water to people worldwide, understanding customer perceptions and satisfaction is crucial. This study conducted questionnaire surveys and interviews with key stakeholders in Adama town to assess customer satisfaction and service quality dimensions. Of 435 participants, 275 (63.22%) were females and 160 (36.78%) were males. The analysis revealed that all dimensions of service quality significantly affected customer satisfaction at a 5% level of significance. Specifically, tangibility, responsiveness, and assurance had a highly significant effect on customer satisfaction (p = 0.001). However, reliability, tangibility, and responsiveness scored below 50% in the overall Customer Satisfaction Index, indicating customer dissatisfaction. On the other hand, assurance and empathy scored above or equal to 50%, suggesting satisfactory levels of customer satisfaction. The study highlighted the importance of addressing Adama's pressure and billing problems to improve the empathy dimension. Enhancing services in these areas would contribute to overall customer satisfaction. The findings of this study are valuable for appropriate municipal service planning and management, facilitating service enhancement and cost recovery efforts.

Data Mining and Social Media Analysis to Identify Key Dimension of Service Quality for BTN Mobile App in Indonesia

This research aims to analyse the online service quality in Indonesia's banking sector. We will carry out a consumer sentiment analysis on the BTN Mobile application, which Bank Tabungan Negara (BTN) uses to provide online services to consumers. Data mining will be done to obtain consumer review data on the Google Play Store. The target amount of data is a maximum of 500 data. The data will then be analysed to produce word clouds, topic modelling, and consumer sentiment and to produce dimensions that influence service quality. Analysis was carried out using the Orange Data Mining Application. The analysis results show dimensions that receive positive, negative and neutral sentiment from BTN Mobile users in Indonesia.

Pengukuran Kepuasan dan Kualitas Pelayanan terhadap Konsumen Jasa Transportasi Kereta Api

This research aims to analyze the measurement of customer satisfaction and service quality in the context of rail transportation services. The theory used in this research is the Servqual theory, which emphasizes five dimensions of service quality, namely concrete evidence, reliability, responsiveness, assurance, and empathy. The research method applied was a survey design involving 140 respondents who used rail transportation services in Surakarta. Sampling was carried out using a purposive sampling method, with the criteria being that respondents were less than 40 years old and had used train transportation services at least 4 times in the last year. The research results show that there is a positive influence of employee service behavior orientation on service quality with a T statistic of 7.041 (>1.96) and a P value of 0.000 (<0.05) and a positive influence of physical facilities on service quality with a t statistic of 4.860 (>1.96) and P value 0.000 (<0.05). Apart from that, service quality has also been proven to have a positive effect on consumer satisfaction with a T statistic of 12.942 (>1.96) and a P value of 0.000 (<0.05). The implication of these findings is that it is important for rail transportation service companies to pay attention to employee behavior and physical facilities as an effort to improve service quality, which in turn can increase consumer satisfaction and the competitiveness of transportation service companies.

Relationship of the Perceived Service Quality and Customer Satisfaction on Digital Printing Businesses

The study investigates the relationship between perceived service quality and customer satisfaction among digital printing businesses in Santiago City. The relationship between the demographic profile and customer satisfaction was also examined. This cross-sectional study is based on primary and secondary data. A sample of 369 respondents who availed of the service at least once from the various digital printing businesses in Santiago City participated in the study. A non-probability sampling technique, specifically quota sampling, has been used in identifying participants for the current study. The researchers used the Pearson correlation coefficient to test hypotheses and provide statistical results. The study found essential implications on the relationship between the perceived service quality and customer satisfaction in digital printing businesses; the customers perceived all the service quality dimensions, especially the Empathy dimension. Participants are “Very Satisfied” with the service they received rendered by the Digital Printing Businesses. Service quality and customer satisfaction have a moderate positive correlation. The perceived service quality has a weak positive correlation with the participant’s demographic profile, except the gender. Customer satisfaction has no significant relationship with the participant’s demographic profile. The study presented an analysis of the relationship between perceived service quality and customer satisfaction among digital printing businesses that would be relevant in increasing the level of satisfaction experienced by the customers. Therefore, there is an essential contribution towards providing best practices for operational efficiency, workflow optimization, and quality control, resulting in improved processes and customer satisfaction.

Evaluasi Kepuasan Mahasiswa Teknik Industri Terhadap Kegiatan Praktikum Dengan Metode Servqual

In the face of competition in the field of Education, universities are required to improve the quality of the learning process. The aspects included in the learning process are practicum activities. In the Industrial Engineering study program, there are several core practicums, one of which is the Integrated Industrial Engineering Practicum. This study aims to determine the quality of current PTIT practicum activities by measuring the level of satisfaction of students who take PTIT courses. The method used in measuring student satisfaction in this paper is the Service quality method (SERVQUAL). The SERVQUAL method is a method that pays attention to 5 dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. This measurement is carried out to identify student expectations and perceptions from the five dimensions of Service Quality by looking at the gap value that occurs due to the mismatch between student expectations and perceptions. The data processed in this study was questionnaire data from 30 respondents. Before the analysis was carried out, data testing was carried out with validity and reality tests. The results of this study are dimensions that are not in accordance with student expectations, including tangible, assurance, and empathy dimensions, and those that are in accordance with student expectations are dimensions of reliability and responsiveness. Keywords: Practice, SERVQUAL, Students Satisfaction