Service Quality Dimensions Research Articles

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. Pegadaian

This research investigates the impact of service quality on customer satisfaction at PT. Pawnshop. Through analysis of survey data, it was found that service quality, including responsiveness, reliability, assurance, empathy, and physical evidence, positively influences customer satisfaction. These results provide insight for PT. Pawnshops to improve their services, strengthen ties with customers, and increase customer satisfaction. The type of research used in this research is qualitative research with descriptive methods. The descriptive method is considered suitable for explaining the influence of service quality on customer satisfaction at PT. Pawnshop. The data in this research report was obtained in accordance with books, journals, articles, theses, the internet and so on related to the research topic. The results of the research and discussion can be concluded from the five dimensions of service quality, the most important dimension for customers is guarantee, because customers prioritize security, comfort and trust in transactions with PT. Pawnshop. Conclusion This research has the implication that PT. Pegadaian must maintain and improve service quality to achieve higher customer satisfaction. PT. Pegadaian must also strengthen relationships with customers by providing services that are in line with customer expectations and needs

Comparing Service Quality: An In-depth Analysis of LIC and HDFC Life Insurance Companies

The objective of this study is to compare two leading life insurance providers in India: Life Insurance Corporation (LIC) and HDFC Life. India’s fast-growing economy has made it the most attractive insurance market globally. The study examines the five key dimensions of service quality provided by life insurance companies: responsiveness, reliability, tangibility, assurance, and empathy, which are crucial in shaping customer satisfaction and loyalty. By utilizing customer perceptions and experiences, the research aims to illuminate the strengths and weaknesses of each company, providing valuable insights for strategic improvements in service delivery. The study analyzed trends and applied t-tests to test the significance of the hypothesis. A sample of 600 respondents from Himachal Pradesh was taken. The present study’s thorough examination of service quality provides a deeper understanding of customer expectations in the life insurance sector. It offers practical recommendations for both LIC and HDFC Life to enhance their service quality and maintain a competitive edge in the industry.

Analysis of Service Quality on Customer Satisfaction of Bank Central Asia, tbk (Case Study of KCP Mall Kelapa Gading III)

This research aims to determine the effect of Service Quality, which consists of service quality dimensions, on Customer Satisfaction at Bank Central Asia, Kelapa Gading III Mall Branch. This research is quantitative, the population of this research is customers of Bank Central Asia Kelapa Gading III Mall branch. The total sample was 121 respondents, while the sampling technique used a sampling technique. The data for this research is primary data sourced from questionnaires that have been tested for validity and reliability, the data of which is processed using SPSS 24 to determine the results of correlation, determination, linear equations, and partial and multiple regression in hypothesis testing, both partial and simultaneous. The results of this research show that: 1) Customer satisfaction is positively and significantly impacted by tangibles. 2) Customer satisfaction is positively and significantly impacted by reliability; 3) customer satisfaction is positively and significantly impacted by responsiveness; 4) customer satisfaction is positively and significantly impacted by assurance; 5) customer satisfaction is positively and significantly impacted by empathy; and 6) tangible, responsiveness, empathy, assurance, and reliability all positively and significantly impact customer satisfaction.

Analytical study to assess the impact of health service quality on patient satisfaction in Hamad Medical Corporation Hospitals in Qatar: using SERVQUAL

Abstract Objective The study aims to assess the impact of the five dimensions of service quality on patient satisfaction and determine which dimension has the greatest impact on patient satisfaction. We can judge service quality through the delivery of excellent services concerning patients’ expectations. Consequently, we can define it as the difference between the patient’s expectations and experiences (patient views, subjectively). Methods A total of 400 patients were randomly selected in this study. This study was conducted in Hamad Medical Corporation Hospital, Qatar, in the first half of 2019. We utilized the cross-sectional method using a modified Assessment of Service Quality Questionnaire. The response was recorded on a 5-point Likert scale, wherein ‘one’ indicates ‘strongly disagree’ and ‘five’ indicates ‘strongly agree.’ In addition to these items, global satisfaction was measured by a single item asking participants how they felt after the delivery of health services. Results Univariable and multivariable linear regressions were made to test the predefined hypotheses. The study findings showed a statistically significant impact of health service quality on patient satisfaction (P = 0.00). The Standardized Beta proved that the empathy dimension had the greatest impact on patient satisfaction, while assurance had the lowest (β = 0.23 and 0.05, respectively). Also, socio-demographic data have a significant impact on patient satisfaction. The study sample showed that 81% were single, 55.5% were males, and 79.8% were non-Qatari. All hospitals have significant values (P < 0.05). There is variation in patient satisfaction between the newly opened hospitals and the old ones. Conclusion Hospital management and policymakers must improve and maintain patient confidentiality, encouraging staff to build confidence and trust in the patient. The management must consider contemporary managerial orientation’s crucial role in delivering quality services and patient satisfaction.

The Relationship Between Customer Shopping Experience with Customer Loyalty at Alfamart Store in Bandung City

The purpose of this research is to find out and analyze the relationship between the dimensions of experience design and experience delivery in the consumer experience variables with the dimensions of customer satisfaction, service quality, switching costs, and attractiveness in the consumer loyalty variable at Alfamart outlets in the city of Bandung. The object of research under study is consumer experience and consumer loyalty. Associative descriptive analysis and a type of survey in the form of a questionnaire were used in this study. Non-probability sampling is the sampling technique used in this study using purposive sampling. For Statistical Analysis this study uses Structural Equation Modeling (SEM). Alfamart retail consumers living in Bandung's city are the population in this study.

KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN KARANG ASAM ILIR KOTA SAMARINDA

This article wants to describe the quality of public services in the Karang Asam Ilir Village Office, Sungai Kunjang District. A qualitative approach with a descriptive research model as a research method. Interviews, observations, and field studies were used to obtain research data which were then analyzed using an interactive data analysis model. Testing the validity of the data is done by testing the reliability and validity of the data. In general, the quality of public services in Karang Asam Ilir Village is good. Three of the five dimensions of service quality have fulfilled the requirements of good public service. The dimensions that have been achieved include the dimensions of assurance, responsiveness, and empathy. The other two dimensions have not been achieved, namely the dimension of reliability and the dimension of physical or tangible evidence. Supporting factors consist of SOP, Collaboration with Related Services, Budget Availability, and Employee Rolling System. Inhibiting factors aspects of human resources, facilities and infrastructure.Keyword : service quality, physical evidence, reliability, assurance, responsiveness, empathy

Service Quality Dimension during Open and Distance Learning (ODL) in UiTM

This study investigates how students in the Faculty of Business and Management at UiTM perceive the service quality dimensions of their lecturers during Open and Distance Learning (ODL). The study is unique because it is the first time UiTM implemented Open and Distance Learning (ODL) instead of the usual face-to-face learning, due to the Malaysian government’s instruction of Movement Control Order (MCO). The servqual model is used to calculate service quality dimensions such as reliability, responsiveness, assurance, empathy, knowledge, and communication. Utilizing quantitative methodology, a survey questionnaire is used to collect data. The implication of this study for policymakers regarding the enhancement of ODL is to maximize student satisfaction by prioritizing essential dimensions. This study's findings can be utilized by ODL universities to enhance pedagogical dimension, management of atypical situations, academic service delivery, and quality, as well as to guide the implementation of effective ODL strategies.

Literatur Review : Implementasi Manajemen Mutu Dan Kualitas Layanan Di Unit Laboratorium

This comprehensive review synthesizes findings from various journals on the management of quality and service in laboratory units within the healthcare context. The synthesis reveals the importance of service quality and its impact on patient satisfaction and service effectiveness. Key findings include the positive influence of service quality dimensions such as reliability, physical evidence, and friendliness on patient satisfaction. Additionally, the interconnection between service quality and adherence to health standards and regulations is emphasized, underlining the significance of compliance for service improvement. External factors, such as government regulations and health policies, are identified as potential influencers of service quality, adding complexity to quality management. Practical implications for healthcare policies and practices are highlighted, suggesting improvements in human resource training, service processes, and infrastructure. Recommendations include strengthening human resource training through regular and ongoing programs, optimizing service processes by thorough workflow evaluations, and ensuring strict compliance with health standards. Furthermore, the integration of technological innovations is proposed as a progressive step toward enhancing service efficiency and result accuracy. The implementation of laboratory information systems, modern equipment, and related applications is suggested to advance service quality. The establishment of a regular monitoring and evaluation system, including internal audits, routine performance reviews, and patient feedback collection, is crucial for continuous improvement. Collaboration with external entities, such as health oversight agencies and laboratory professional associations, is advocated for robust guidance and support. Encouraging research and innovation in quality management and laboratory service is recommended to enhance understanding of new technology applications, quality maintenance strategies, and policy impact evaluation. By implementing these suggestions, laboratory units are expected to continually enhance service quality and ensure optimal patient satisfaction.

Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

PurposeThe primary intent of this study was to assess the influence of novelty-seeking on the satisfaction of consumers. The investigation concentrated on Malaysian consumers who have experience using online food delivery (OFD) applications.Design/methodology/approachTo perform the research, non-probability and convenience sampling methods were enforced to gather the required data. An online questionnaire in the form of a Google Survey was conducted in Kuala Lumpur, Malaysia. Upon completion of the survey, the results were analyzed using SPSS software. Both the Service Quality (SERVQUAL) model and expectation disconfirmation theory (EDT) were exploited to shed light on the impact of consumer satisfaction.FindingsAnalysis of responses from the 250 participants unveiled that novelty-seeking positively influences consumer satisfaction. The finding depicted that reliability and responsiveness have the most positive impact on consumer satisfaction whereas tangibility has no effect on the satisfaction of consumers by using OFD applications.Research limitations/implicationsThis study had three main limitations: first, the limitations on access to the participants during the pandemic; second, combining quantitative and qualitative methods to obtain more accurate results; third, the study was limited to the context of Kuala Lumpur, Malaysia.Practical implicationsThe conclusions brought to the fore that OFD marketers should provide appropriate service quality while concentrating on novelty and well-designed apps to surge consumer satisfaction.Originality/value OFD apps have facilitated customers' access to various meals and helped food vendors survive in the competitive marketplace. A new aspect, novelty-seeking, is added to the SERVQUAL dimensions (i.e. empathy, tangibility, reliability, assurance and responsiveness) identified in the literature review.

Investigating the level of satisfaction of policyholders with supplementary health insurance in Iran

The importance of customer satisfaction in business prosperity is undeniable, so many organizations consider customer satisfaction as the main driver of their business growth and try to keep their customers satisfied. The business market has never been so competitive in most areas. This is the reason why things like customer experience and customer loyalty are more and more important and are considered an indicator to measure the success of the business. Based on this, in this research, we will examine the level of satisfaction of insurance policyholders with supplementary health insurance services in Iran using the SERVQUAL model. This model is one of the most common models used in the field of quality assessment in the service sector. The method of conducting this research is a descriptive survey. The sampling method in the current research is simply random the statistical population is insurance policyholders and the sample number is 686 people from the society. The findings of the current research showed that there is a negative and significant gap in all dimensions of service quality.

Evaluation of Customers’ Expectations and Perceptions of Service Quality Dimensions: A Study of South African Post Office in the North-West Province

The study seeks to measure customers' expectations of service quality provided by managers and frontline employees against their perceptions of service quality in Post offices in the North-West Province of South Africa and to determine the gap between customers ‘expectations and their perceptions of service quality using the five service quality dimensions. Data were collected by SERVQUAL questionnaire to examine the areas of tangibility, reliability and responsiveness, assurance, and empathy from 384 post office customers. To select respondents for this study, non-probability sampling techniques were used, mostly convenient approaches. Using factor analysis, five characteristics of service quality were identified: tangibility, reliability and responsiveness, assurance, and empathy. According to the study's findings, A negative gap was observed in consumer expectations and perceptions of the quality of postal services delivered to consumers. This means that the quality of services delivered to postal consumers in the five-post offices was less than what they expected. The highest gap was related to tangibles and assurance. Therefore, it is mandatory for management to focus on tangibles and assurance in order to improve postal services. The study argues that managers should strive to improve the frontline employee’s willingness to help, respond quickly to queries, competence in providing efficient services, making customers feel secure when receiving services, schedule appointments on time, having customers' best interests at heart, and be of good behaviour. These qualities instils confidence in customers. These qualities that need to be renewed are categories under the post office's reliability, tangibility, responsiveness, and assurance characteristics.

Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal

In this study, the relationship between service quality, customer satisfaction, and behavioural intention is investigated within a specialised nautical sports centre that offers kitesurfing in Portugal. Using a path analysis model, this study aims to evaluate the effect of the dimensions of service quality on satisfaction and behavioural intention, as well as the effect of satisfaction on the customer’s behavioural intention. According to the results, customer satisfaction is influenced directly by service quality dimensions such as responsiveness, assurance, empathy, and tangibility. This, in turn, positively impacts their behavioural intention to make future purchases. The responsiveness dimension directly affects behavioural intention, while empathy contributes to it indirectly through customer satisfaction. This study addresses a gap in current water sports research by examining the antecedents of customers’ behavioural intention, for the first time, to a nautical sports centre, deriving important managerial implications. Thus, to increase customer satisfaction and increase the likelihood of repeating their experience, it is advised that the sports centre implement clear work procedures, offer training to staff on responsiveness and empathy, and regularly gather feedback from customers to facilitate continuous improvement of their service design.

Kualitas Pelayanan Laporan Polisi Model C pada Sentra Pelayanan Kepolisian Terpadu Resor Metro Tangerang Kota

The Tangerang City Metro Police SPKT Unit as one of the agencies serving the community is required to have adequate quality. The problem that arises is the lack of quality of service at the Tangerang City Metro Police SPKT which is characterized by inadequate facilities. The purpose of this study is to analyze the quality of the Model C Police Report service at the Integrated Police Service Center for the Tangerang City Metro Resort in providing services to the community. This research uses a qualitative method and data collection using observation, interviews and documents. Data analysis in this research uses the service quality dimensions namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty. Based on the results of data analysis and discussion of the research that has been carried out, it can be concluded that the services provided by SPKT Polres Tangerang Metro Kota are not good enough because there are still deficiencies in the indicators in each dimension, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy.

Omnichannel quality: the new imperative of purchase intention among fashion retail market

The challenge for the new normal era lies in the changing habits of fashion retail consumers after the COVID-19 pandemic. This study investigates how omnichannel service quality influences consumer purchase intention for fashion products in the post-pandemic era. The research method used was verification, with 400 retail fashion SME consumers in Indonesia as respondents during the pandemic. Path analysis was employed as the data analysis technique. The results indicate that the level of omnichannel service quality has a significant impact on purchase intention among fashion retail consumers. Additionally, this study contributes to understanding the dimensions of omnichannel retailing service quality that positively influence purchase intention.

Patients' experience of service quality in government and private hospitals in the Qassim Region, Kingdom of Saudi Arabia.

Patients' experience of the quality of healthcare services has gained momentum during the last few decades. This study aimed to assess and compare the experience of patients on the service quality in government and private hospitals in the Qassim region of the Kingdom of Saudi Arabia. A cross-sectional online survey was conducted using a Service Quality (SERVQUAL) questionnaire translated into the Arabic language to collect the responses from 381 patients who were hospitalized at government and private hospitals in the Qassim region from April 1, 2022, to March 31, 2023. The patients' overall satisfaction with the service quality showed that there were significant differences among government and private hospitals. Although the study revealed positive experiences for patients on all dimensions of service quality in both types of hospitals, private hospitals scored a higher value than government hospitals in all the dimensions of service quality. Patients' feedback on service quality can assist hospital management in identifying key quality issues encountered by the patients during their treatment and rectifying those problems to improve overall healthcare quality and thus patients' satisfaction.

Influence of Service Quality Dimensions on Auditee Satisfaction (Study on Local Government Internal Auditors)

This study aims to analyze whether the quality of service dimensions of the local government internal auditor affects the level of auditee satisfaction. This study uses a quantitative approach. The primary data obtained through a survey method by conducting interviews and questionnaires to respondents. The audit opinion related to the quality of audit services are measured by a 5 (five) scale range (strongly disagree = 1 to strongly agree = 5). In this study, five dimensions of service quality audit were used, consisting of tangible, reliability, responsiveness, assurance, and empathys. The research results show that the five dimensions of service quality are proven to have a significant effect on auditee satisfaction on the role of auditors in carrying out their functions as consultants. There is a strong and positive influence on the quality sevices of the auditor's role as a consultant on audit satisfaction. Results of the adjusted R square shows that 80.6% of the auditee satisfaction variable can be explained by the service quality dimensions, while the remaining 19.4% is influenced by other factors outside the service quality dimensions.

ATM Service Quality and Customer Satisfaction: The Empirical Evidence from Commercial Banks in Cambodia’s Siem Reap Province

This study aimed to investigate the effect of ATM service quality on customer satisfaction in Commercial Banks in Cambodia’s Siem Reap province. The target samples were drawn from four Commercial Banks in Cambodia’s Siem Reap province. A total of 236 respondents’ sample sizes of Commercial Bank costumer were collected by convenience sampling. A five-point Likert scale was employed to measure. Structural equation modeling was employed to test the proposed research framework. The results indicated that the path relationships between the independent variable of ATM service quality and the dependent variable of customer satisfaction were statistically significant and positive. In addition, the dimensions of five-ATM service quality were positively and significantly related to customer satisfaction. This study suggests that the service provided must be improved to influence the level of satisfaction for customers. Customers of Commercial Banks that use services from ATM services can be more cooperative in receiving services from better cooperation in the future.

Enhancing customer satisfaction in the ecuadorian food and beverage delivery sector: a SERVQUAL-Based Analysis

This paper explores the pivotal role of service quality in shaping customer satisfaction within the context of the Ecuadorian food and beverage delivery sector. Grounded in the SERVQUAL model, this research examines five essential dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. The study employs a quantitative research methodology, utilizing a Likert scale-based questionnaire to collect data from 323 respondents in the provinces of El Oro and Loja. The study reveals substantial positive correlations between all dimensions of service quality and customer satisfaction, underscoring the importance of these dimensions in influencing customer perceptions. A multiple regression analysis demonstrates that each dimension significantly predicts customer satisfaction. Specifically, tangibility, including physical presentation and aesthetics, reliability, emphasizing order accuracy and consistency, responsiveness, focusing on prompt customer service, assurance, which includes employee knowledge and courtesy, and empathy, characterized by personalized attention, all contribute significantly to customer satisfaction. The multiple regression model explains 62.3% of the variance in customer satisfaction. These findings have significant implications for businesses in the Ecuadorian food and beverage delivery sector. They highlight the necessity for companies to prioritize and invest in improving service quality across these dimensions to enhance customer satisfaction and maintain a competitive edge in the market. Staff training and motivation are identified as critical factors in consistently delivering exceptional service in alignment with customer expectations. While the study provides valuable insights, it is essential to acknowledge its geographic limitations, as the research focuses exclusively on two provinces. Future research endeavors should expand the sample size and geographic scope to obtain a more comprehensive understanding of customer preferences and service quality dynamics across various regions and segments of the industry.

Analisis Sentimen Mengenai Kualitas Layanan Jasa Ekspedisi Shopee Xpress Pada Media Sosial Twitter

Technological advances in Indonesia has developed rapidly so that it cannot be separated from people's lives. This technological advancement has had a significant impact on e-commerce and increased usage of delivery services. The more shipping services available, the tighter the competition will be, so the freight forwarders must prepare well if they want to survive in this business competition. Shopee Xpress is one of the expedition services in Indonesia which was developed directly by Shopee so that every package that uses this expedition will be sent and handled directly by the official team from Shopee. However, many customers complain about Shopee Xpress expedition services regarding late delivery, untracked, damaged or lost packages and unfriendly employees. This study aims to understand consumer opinion on the quality of Shopee Xpress services on Twitter using positive and negative sentiments. Research data was collected for 3 months from 01 November 2022 to 30 January 2023. The data obtained was then processed using the Naïve Bayes Classifier algorithm with a sentiment analysis method based on the dimensions of service quality. The word cloud is used to describe the words that appear most frequently in each dimension of service quality based on their sentiments. The results show that the model produces an accuracy value of 86.33% which indicates that the model has described the accuracy of the data properly and is valid. Negative sentiment dominates consumer opinion regarding Shopee Xpress with the reliability dimension being the most discussed. Furthermore, based on word cloud visualization, there are several things that consumers often complain about in each dimension as a material for consideration to improve the quality of Shopee Xpress services. The results of research related to Shopee Xpress consumer opinion on Twitter social media can be used by the company as material for consideration to improve and improve the quality of services provided in order to maintain customer loyalty.

Kota Salatiga Menuju Kota Gastronomi

City of Gastronomy as a field of science that studies food and culture is one of the focuses of Salatiga City to become one of the Culinary Creative Cities in the UCCN international event. In this case, the potential and diversity of social culture in Salatiga must be able to be utilized properly and maximally to achieve the goal of developing Salatiga City into a Gastronomic City. The Salatiga City Culture and Tourism Office through its main tasks and functions seeks to realize this. This study aims to determine the performance of the apparatus in the development of the Gastronomic City at the Culture and Tourism Office of the City of Salatiga, to determine the factors that hinder the development of the Gastronomic City and to determine the efforts made by the Culture and Tourism Office of Salatiga City in the development of the Gastronomic City. The research design used by the researcher is a qualitative research with a descriptive method and an inductive approach. Data collection techniques used are interviews, observation, and documentation. Furthermore, for data analysis techniques, researchers used data analysis techniques using the Miles and Huberman model which consisted of data collection, data reduction, data presentation, and drawing conclusions. The results of research based on the use of Performance Theory according to Agus Dwiyanto show that the performance of Apparatus in Gastronomic City Development can be said to be good in the dimensions of Productivity, Responsiveness, and Accountability and not good in the dimensions of Service Quality and Responsibility. There are several suggestions from the authors in this study for the need for maximum consistency and effort from the Culture and Tourism Office of Salatiga City so that the implementation of Gastronomy Development can be carried out optimally.