Excellent Service Quality Research Articles

Analisis atribut kualitas jasa layanan terhadap kepuasan anggota pada KPRI "KOPPENDA" Kabupaten Sleman

Service quality can be relied upon as one of the competitive advantages in increasingly fierce business competition. Excellent service quality is proven to be able to create consumer loyalty, because excellent quality is often synonymous with customer satisfaction; and in the end, through customer satisfaction the company will gain long-term profits.The purpose of this research is to find out: (1) How is the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten; (2) What is the most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten.Based on the results of the study, it can be concluded that: (1) The level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is low; (2) The most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is Reliability

An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia

The main purpose of this study is to examine the relationship between service quality and online shopping customer satisfaction in Indonesia. This study is a quantitative and cross-sectional study with a survey method. This study's online shopping customers consist of undergraduate and postgraduate students in the Accounting Department of Universitas Sumatera Utara. The study used Likert scale questionnaires distributed to 400 respondents, and 295 questionnaires were obtained for data analysis. The study found that service quality has a positive and significant relationship with customer satisfaction. The study reveals that the elevation of excellent service quality on online shopping is the best solution for online shopping vendors to obtain customer satisfaction.

Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

The previous researches in the Hospitality Industry of Mongolia especially at accommodation service facilities were mainly focused on the quality of hotel services and foreign guest satisfaction and behaviors. There are insufficient researches related to human resources aspects such as psychological problems, work conditions, incentives and career development, job satisfaction. Therefore, the purpose of the research was (1) to carry out a survey related to emotional intelligence, emotional labor and to define job satisfaction among employees who are working for Mongolian upscale hotels, (2) to clear up whether the elements of emotional intelligence have differences depending on its variables and is to explore and to define correlations between variables namely emotional intelligence, emotional labor and job satisfaction, (3) while getting the survey’s outcome to develop more sustainable and beneficial approaches for human resources management and to develop theoretical and practical recommendations. We found that the emotional intelligence of upscale hotel employees has a positive correlation with their emotional labor and job satisfaction. And we also concluded that the frontline employees from the units as front office, housekeeping, food, and beverage perform excellent quality services to the guests from their deepest heart and they have a high level of emotional intelligence.

Exploring the Effects of a Modified Higher Education Performance Service Quality Model on Organisational Sustainability: The Case of Malaysian Polytechnics

Higher education service quality and performance in technical and vocational education and training (TVET) is critical for developing human capital for economic survival; however, the effects of service quality on organisational performance are still unclear. Furthermore, neglecting employee soft factors and ignoring higher education-specific models have hindered efforts to develop a comprehensive model for service quality excellence in order to improve higher education performance for organisations. This study aims to assess higher education service quality based on a modified higher education performance (modified HEdPERF) model, as well as consideration of the mediating effects of soft factors (i.e., job satisfaction and organisational commitment) in Malaysian polytechnic institutions. Based on random sampling, 214 department heads from 33 polytechnic institutes in Malaysia participated in this study. Data were collected through self-administered questionnaires and were analysed using AMOS. The results uncover that service quality significantly affects job satisfaction, thus positively affecting organisational commitment, which enhances organisational performance sustainability. The findings also reveal that job satisfaction fully mediates the relationship between service quality and organisational commitment. Similarly, organisational commitment fully mediates the relationship between job satisfaction and organisational performance sustainability. The results have important implications for enhancing organisational performance sustainability in a TVET context when implementing the modified HEdPERF service quality model with simultaneous attention paid towards employee soft factors.

THE INFLUENCE FACTORS OF ELECTRONIC WORD OF MOUTH BEHAVIOUR IN FACULTY OF NURSING GARUT CLASS PADJADJARAN UNIVERSITY

Higher education in increasing competition needs to provide excellent quality services for students to college. Students satisfaction will be encouraged to disseminate their campus information through electronic word of mouth (eWOM). EWOM is a form of consumer willingness to voluntarily provide recommendations for others to buy or use products from companies through the internet. This research was conducted to analyze the quality of service, promotion, brand image and motivation towards eWOM. The research was quantitative research using a descriptive approach. The data were analyzed using SEM Lisrel (Structural Equation Modeling). This study was conducted of student from Faculty of Nursing Garut class who actively carry out lecture with total sample of 309. The findings of this research showed that there was a significant relationship between service quality on brand image, there is a meaningful relationship between the promotion of brand image, there is no significant relationship between service quality on eWOM, brand image has a significant to eWOM and motivation has a significant relationship to eWOM.

STRATEGI PENINGKATAN PELAYANAN PRIMA STUDI KASUS PADA BPJS KESEHATAN CABANG MAGELANG

This study aims to define the appropriate strategy formulation to improve excellent service quality for the customers in the BPJS Kesehatan Branch of Magelang.The method of this research using the qualitative descriptive approach. The writer using SWOT analysis (Strength, Weakness, Opportunitis and Threats), IE (Internal External) Matrix, then QSPM (Quantitative Strategic Planning Matrix) which is an alternative method for determining priority of the strategy.The results of this study, the position of excellent service quality at BPJS Kesehatan Branch of Magelang based on the IE analysis is in Quadrant I (growth and develop), the value of the coordinate (3.31; 3.21). The result of SWOT matrix is in Quadrant I, it is shown on the coordinates of the x=1.47 and y=1.01. It means that the company is suggested to employ the strategy of aggressive. The results of the QSPM analysis show that there are 13 alternative strategies, which the majority of alternative strategy should be managed which are carried out by product development strategies, then followed by market penetration strategy. The highest TAS (Total Attractiveness Scores) value is in doing roleplay related to continuous excellent service to employees, followed by activities of gemba service (TAS value of 6,46).

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA BENGKEL BODY & PAINT PT WAHANA SENJAYA JAKARTA

Abstract This study investigates the effect of service quality on consumer loyalty at PT Wahana Senjaya Jakarta Body Paint workshop (Indomobil Nissan Datsun Warung Buncit) by using the intervening variable customer satisfaction. The sample used in the study was 100 customers as respondents. The data were obtained by distributing questionnaires to selected respondents, who were then analyzed using the instrument used in the form of a questionnaire to get primary data for the PLS (Partial Least Square) analysis technique. The results showed that the variable service quality positively and significantly affected the consumer loyalty variable (dependent) either directly or indirectly through the variable customer satisfaction (intervening). Likewise, the consumer satisfaction variable also has a positive and significant effect on consumer loyalty. Excellent service quality will increase customer satisfaction, which becomes the driving force for increased consumer loyalty.

Impact of Effective Communication on the Quality of Excellent Service and Patient Satisfaction in the Outpatient Department

Effective communication is crucial to support nurses in providing excellent service, including a caring attitude towards patients to help facilitate their needs and to realize patient satisfaction. The purpose of this literature review was to describe the impact of effective communication on the improvement of the quality of excellent service and patient satisfaction in outpatient departments. This review was conducted by searching published articles on Google with selected keywords including “effective communication,” “excellent service” and “patient satisfaction.” The search was limited to publications between 2009 and 2019. The result of the study showed that effective communication can significantly impact the improvement of excellent service quality, thereby increasing patient satisfaction with the health care they receive. The study recommends a collaboration between the HR and the Head of Nursing to conduct effective communication training. Nurses are expected to be able to improve their effective communication skills with patients, and further studies are needed to dig deeper into the impact of effective communication on improving the quality of excellent service and patient satisfaction.
 Keywords: effective communication, excellent service patient satisfaction

Influence of service quality on consumer loyalty: a mediation analysis of health insurance

PurposeThis study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV) in health insurance products in Malaysia.Design/methodology/approachData were conveniently collected through a self-administered questionnaire from subscribers to health insurance products and services in Malaysia. A total of 456 available questionnaires were used in the analysis. Partial least square (PLS) structural equation modelling (V3.3) was used to obtain the study results.FindingsA positive relationship is observed amongst the studied variables. In addition, CPV partially mediates the proposed relationship and also indirectly mediates the relationship between SQ and CS. Lastly, CS partially mediates the proposed relationship. Hence, all proposed direct and indirect relationships are significant and positive.Research limitations/implicationsThis research increases the authors’ understanding of the role of CS, SQ and CPV on CL in the health insurance industry in a developing country. The study also shows that insurance companies must establish positive relationships between insurers and customers by providing excellent SQ to maintain CS and loyalty.Practical implicationsThis research will help managers and guide the policymakers to establish a national health financing scheme. Furthermore, these results will guide industry players on how to maintain existing and targeting customers.Social implicationsThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers. However, to date, research in this sector under the Malaysian context is not adequate to consider SQ, perceived values and CL factors.Originality/valueThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers.

The design of the cse-ucla evaluation model using topsis and ahp methods for optimizing digital library services in badung regency

The Regional Archives and Library Office of Badung Regency must optimize the services provided in order to achieve excellent service quality. In its implementation, the office encountered difficulties in prioritizing aspects of services that require optimization. The purpose of this study was to design a Center for the Study of Evaluation-University of California in Los Angeles (CSE-UCLA) evaluation model using Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) and Analytical Hierarchy Process (AHP) to provide recommendations on which aspects of services need to be optimized. The research method used stages that included problem identification, problem formulation, literature review, data collection, data analysis, design, and conclusions. The TOPSIS and AHP methods had the ability to rank a variety of aspects in the CSE-UCLA model. Aspect with the lowest ranking was considered as the aspect that is prioritized for optimization. That aspects used five service criteria: tangible, reliability, assurance, responsiveness, and empathy, all of which were classified in the “benefit” category. Each criterion had a value of 0.200, 0.200, 0.200, 0.200, 0.200 for the weight values for system assessment, program planning, program implementation, and program improvement, while for program certification: 0.556, 0.111, 0.111, 0.111, 0.111, respectively.

Analisis Strategi Bisnis Pada Perusahaan Layanan Internet Fixed Broadband Menggunakan Matriks IFE-EFE-IE

The Covid-19 pandemic has had a significant impact on all community activities, one of which is the change in communication patterns that have been using face-to-face activities now switch to using technology devices to communicate remotely, so this has encouraged fixed broadband internet service providers to compete to provide excellent quality service to their customers. . The purpose of this study is to provide appropriate recommendations regarding business strategies that fixed broadband internet service companies can implement through analysis of the IFE-EFE-IE matrix. The research design used is quantitative through respondent data collection (survey) of 55 people who use fixed broadband internet services calculated using the Expert Choice application version 11. The data obtained were analyzed using the Internal Factor Evaluation (IFE) matrix, External Factor Evaluation Matrix ( EFE), and the Internal-External (IE) matrix. The study results suggest that the business strategies for fixed broadband internet service companies that can be implemented are market penetration strategies and product development strategies.

Analisis Strategi Bisnis Pada Perusahaan Layanan Internet Fixed Broadband Menggunakan Matriks IFE-EFE-IE

The Covid-19 pandemic has had a significant impact on all community activities, one of which is the change in communication patterns that have been using face-to-face activities now switch to using technology devices to communicate remotely, so this has encouraged fixed broadband internet service providers to compete to provide excellent quality service to their customers. . The purpose of this study is to provide appropriate recommendations regarding business strategies that fixed broadband internet service companies can implement through analysis of the IFE-EFE-IE matrix. The research design used is quantitative through respondent data collection (survey) of 55 people who use fixed broadband internet services calculated using the Expert Choice application version 11. The data obtained were analyzed using the Internal Factor Evaluation (IFE) matrix, External Factor Evaluation Matrix ( EFE), and the Internal-External (IE) matrix. The study results suggest that the business strategies for fixed broadband internet service companies that can be implemented are market penetration strategies and product development strategies.

Risk of Exposure, Impact and Bio Safety Measure among Healthcare Workers in Covid19 Infection, In a Tertiary Care Teaching Hospital, Kolkata

Healthcare workers are the front liners in war against COVID 19 pandemic. Since this fight against the pandemic started, thousands of heath care workers have been infected with many paying the ultimate price with their lives in a bid to provide health care service to COVID 19 patients. Currently many are either in quarantine or in isolation. Still many are working with fear of virus and in under poor conditions without adequate protections. The potential for high exposure is generally higher in health care workers due to increased hospitalization, longer time exposure, failure to implement effective personal health protection, lack of training, monitoring of infection control protection mechanism. This has led to shortage of workforce in the health sector. Exposure to COVID 19 in the health care setting depends on the health care worker’s understanding of the infectious nature of the virus, the routes by which the virus is acquired, the techniques that are most hazardous and the safe working environment and practice. This work is therefore aimed at providing relevant information on the risk of exposure, the impact of virus on the health care workers and the required bio safety measures needed to keep the workers safe in the organization.
 Broad Academic area of work: Service Quality Excellence in Health care
 Keywords-: PPE (Personal protective equipments), BMW (Bio medical waste), donning and doffing (process of using and discarding PPEs), HCW (Health care workers), Nosocomial infection (Hospital acquired infection), Covid 19.

The Service Quality of Kampoeng Kopi Banaran Agrotourism, Central Java Province, Indonesia

Agro-tourism is a combination of tourism and farming activities that can be a solution to increase farmer income beyond production quantity’s value. Excellent service quality is the first step to agrotourism success. Therefore, this study analyses the Kampoeng Kopi Banaran agro-tourism’s service quality. The SERVQUAL, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI) methods are applied to estimate the service quality performance. Results suggest that Kampoeng Kopi Banaran agrotourism’s service quality is unsatisfactorily by the SERVQUAL method. On the other hand, the IPA method measures that there are five attributes in quadrant I (keep up the good work), five attributes in quadrant II (concentrate here), six attributes in quadrant III (low priority), and seven attributes in quadrant IV (possible overkill). The CSI method found out that customers are not satisfied with the agro-tourism service. It is necessary to improve the service quality by the provision of science and technology that facilitates visitors to learn and understand more about the environment and processes within this agro-tourism site.

Service Improvement Priorities of The Economy-Premium Train in Indonesia

Service quality is an important factor that affects the long-term growth and operation of a service-oriented transportation system. The excellent service quality provided by The Indonesian Railway Company (PT KAI) to its passengers is able to help the company to have sustainable growth. This is an empirical study that utilizes an online questionnaire to collect data. The determination of the sample was conducted by using judgment sampling and the target sampling was conducted by incidental sampling method. This study applied Importance-Performance Analysis (IPA) to identify service attributes that have strong influence and priority for improvement with maximum resources. Research results show that passengers, in general, felt satisfied by the service of the economy-premium train in Indonesia, particularly with the completeness of emergency equipment, security and safety during the trip, and professional train staff. Passengers are not satisfied with the service attributes of TV show content, the price of food and beverage, and the leg space for rest. However, according to the IPA result, it is found that the service priorities that should be improved by PT KAI are the availability of internet access during the trip, cellphone signal strength, noise level in trains, and the affordability of ticket prices.

Study on hospital responsibilities regarding the completeness of medical resumes

Objective: Hospitals are legally responsible for the excellent service quality provided to patients based on statutory provisions. Hospital responsibilities in health services include criminal, civil and administrative liability. This study aims to determine the responsibility of the hospital in documenting medical resumes. Methods: The research method used is literature review, through review of research journals related to the completeness of medical resumes that have been published on accredited journal platforms in 2010-2020. This research was conducted in August-October 2020. Results: Analysis of 20 research journals relating to the completeness of medical resumes in the reviewed hospitals, it is known that the completeness of medical resume documents in the hospital is on average 75.80% Only 2 hospitals out of 20 hospitals documented medical resumes in accordance with the minimum hospital service standards. Based on the prevailing laws and regulations, the hospital is not criminally responsible for the incomplete documentation of medical resume, but the hospital is responsible civilian based on the principle of representative responsibility and administratively. Conclusion: The hospital has not optimally documented medical resumes in accordance with the minimum hospital service standards. As a result, the hospital is both civilly and administratively liable. Supervision of the doctor's performance in documenting medical resumes and the role of the medical record committee in ensuring medical staff complete all medical records of patients served is required.

An Analysis of Causal Relationships Among the Factors Affecting the Performance of a Service Organization

In the present scenario, services have the largest domination in consumers’ lives and constitute a large part of the world economy. The researchers and practitioners have given limited research attention to transformative consumer research which affects consumer well-being. In this study, a causal relationship among the factors influencing the performance of an organization providing the transformative services has been analyzed using total interpretive structural modeling (TISM). The factors influencing the services have been identified through the literature review. After identifying the factors, TISM has been used to interpret the direct as well as significant transitive linkages among the factors. The empirical results suggest that top management plays a big role in consumer well-being along with the welfare of society. Devotion toward the well-being of the broader level of society depends on the top management’s commitment toward corporate social responsibility and respect for the rule of laws. These are the major factors influencing the performance of the organization other than employee satisfaction, excellent service quality, use of information technology and e-commerce, and so on.

An approach for benchmarking service excellence in accredited services of Indian calibration and testing laboratories

This paper aims at developing an approach for benchmarking service excellence in the ISO/IEC 17025:2017 accredited testing and calibration laboratories in India, by developing a framework integrating Service Quality, Laboratory Quality Management System (LQMS), Analytic Hierarchy Process (AHP) and Quality Function Deployment (QFD), with competitive benchmarking and incorporate them into the design of testing and calibration services. The main objectives are (i) to identify the service gaps, (ii) to identify the customer /laboratory needs and (iii) to prioritise the technology, quality, cost and reliability for benchmarking service quality excellence. The customer requirements in terms of importance and performance are assessed based on service quality dimensions such as (i) Testing/calibration services as per 17025 standard, (ii) Personnel engaged in services, (iii) systematization of service delivery, (iv) Tangibles of Test/calibration services and (v) Social responsibility against competitor’s ratings and prioritized through Analytic Hierarchy Process (AHP). Benchmarking the service excellence is planned through five phases of benchmarking model.

SISTEM PELAYANAN BADAN AMIL ZAKAT NASIONAL (BAZNAS) KOTA SAMARINDA

Baznas as a trusted amil zakat body because it is centralized and regulated by the government of the Republic of Indonesia and has a legal basis, namely Law No. 23 of 2011 and has standardization and professionalism. This has triggered Baznas to continue to implement a good prime service system, especially in managing and distributing zakat. This is implemented through a zakat service program that seeks to ensure that zakat can be collected from benefactors and muzzaki in a professional and prime manner. This is what muzzaki demands besides good service as well as professional governance. This type of research uses a qualitative approach. The subject of this research is the National Zakat Agency. Meanwhile, the object of research is the service system. Sources of data obtained by researchers are primary data in the form of interviews, observation and documentation and secondary data through library sources. The results of the research obtained are that the Samarinda City Baznas service system has a series of strategies and processes in zakat management starting from the process of zakat, infaq and sadaqah services, the collection and collection process, distribution programs, and improvement of human resources. The service system of Baznas Kota Samarinda is in accordance with the indicators of excellent service quality, namely transparency, accountability, conditionality, participation, equality of rights, and balance of rights and obligations

Strategy to Develop Reputation in Green Building in Indonesia

Previous studies had examined The Green Building in Indonesia, but none have discussed more thoroughly the relationship between competitive advantage, service quality, company performance, and implications for the company reputation. The purpose of this study is to get a clearer picture of how the Green Building’s competitive advantage together with the excellent service quality provided by the Green Building can improve the performance, and the final result is how the company's reputation is formed. This research was conducted with quantitative techniques by involving 30 building managers of the Green Building in Jakarta. To analyze the relationship between variables, this study used Structural Equation Model approached with SmartPLS. The result of this research is the company’s competitive advantage will have a small effect on the company performance, and company reputation if the service quality provided is not excellent.