Service Quality Of Facilities Research Articles

Analysis of Sports Facility Service Quality on Goro Consumer Satisfaction Arena Makassar

This research is a quantitative descriptive study that aims to clarify customer satisfaction at Goro Arena. The population in this study was 145 members registered at Goro Arena. Sampling technique with the accidental sampling method. The sample was 22 members who were doing sports activities at the Goro Arena. The instrument used to understand customer satisfaction is a questionnaire. The data analysis technique uses using quantitative descriptive analysis method with percentages. Based on the research analysis, the quality of sports facility services on customer satisfaction at the Makassar Goro Arena is very satisfactory with a percentage of 57%. According to Parasuraman in Jayanti (2016), the form of service quality application uses the concept of "RATER" which stands for Responsiveness, Assurance, Tangibles, Empathy, and Reliability. Viewed through the aspects of service satisfaction of the Goro Arena facility, the following data were obtained: the responsiveness factor (responsiveness) was included in the very satisfied group by 70%; the assurance factor (assurance) was included in the very satisfied group by 50%; the tangibles factor was included in the satisfied group by 53%; the empathy factor (empathy) was included in the very satisfied group by 60%; the reliability factor (reliability) was included in the very satisfied group by 50%. From these results, it can be seen that the quality of sports facility services to customer satisfaction in Goro Arena Makassar has a very satisfying category.

The Effect Of Facility Service Quality, Interactive Service Quality, Delivery Service, Compensation, Job Satisfaction On Employee Performance

This study aims to analyze the effect of facility service quality, interactive service quality, service delivery, compensation on job satisfaction and their impact on employee performance at PT. Shopee consisting of 150 respondents. The methodology of this research was conducting a questionnaire survey for testing the research hypothesis and using a Structure Equation Model (SEM) for data analysis. The finding resulted in the show that facility service quality, interactive service quality service delivery, compensation and job satisfaction have a positive effect on employee performance. Managerial implications should be that managers complete and fulfill the facilities provided to their employees, as well as socialize policies within the company.

Study of Service Quality Evaluation System of Red Tourism Study Bases under the Theory of Value Co-creation

Red tourism study, a distinctive form of tourism in China, holds significant importance in cultivating national identity among young individuals. This study employs the value co-creation theory to scrutinize the influencing factors contributing to the high-quality development of red tourism study bases in Xiaogang Village, Fengyang, Anhui, focusing on four dimensions. To provide quantitative insights, principal component analysis is utilized to unveil the comprehensive impact of each factor. Findings reveal that auxiliary facility service quality holds the highest degree of influence, followed by infrastructure service quality, study atmosphere service quality indicators, and employee service quality indicators in descending order of importance. Based on the research outcomes, optimizing the development trajectory of the red tourism study in the context of cultural and tourism integration and Chinese-style modernization necessitates prioritizing aspects such as "uncovering cultural heritage," "enhancing management systems," and "expanding diverse publicity efforts.".

Beyond Airbnb. Determinants of Customer Satisfaction in P2P Accommodation in Time of COVID-19

As the P2P (peer-to-peer) accommodation market is expanding, there is a growing interest in the factors affecting customer satisfaction. The previous literature largely concentrates on Airbnb users and tends to use online questionnaires as research data. To address this gap, we analyze the key attributes affecting customer satisfaction in the P2P accommodation market in 2020, the first year of the pandemic, based on onsite research. This will allow the authors to examine the key determinants of customer satisfaction across many platforms. Based on previous research, a conceptual model was developed, and two dimensions of service quality were created: host service quality and facility service quality. An offline primary survey was conducted, and the model was tested using exploratory factor analysis, correlation analysis, and regression analysis. The empirical results show a strong relationship between host service quality and facility service quality and customer satisfaction. This study provides clear theoretical insights to advance our knowledge about the determinants of customer satisfaction. Our results are in line with previous research, despite the survey being conducted during the first year of the pandemic and with the use of offline questionnaires. Furthermore, this study offers practical implications for both peer-to-peer and institutional market actors.

Working together or separately? The role of different review arguments in consumers' home-sharing service purchasing: evidence from China

PurposeThis study aims to distinguish between service arguments and communication arguments within a home-sharing review and to investigate their roles in consumer purchase decision-making.Design/methodology/approachBased on the setting of Airbnb, a 3 (service argument valence: positive, neutral, and negative) × 3 (communication argument valence: positive, neutral, and negative) online experiment was conducted. Data collected from 379 participants were used to test the hypotheses.FindingsThe three main determinants of purchase intention: perceived host service quality, perceived facility service quality, and perceived social value, are affected by both service arguments and communication arguments. Service arguments positively influence perceived host service quality and perceived facility service quality, while communication arguments contribute significantly to perceived host service quality and perceived social value. However, perceived facility service quality is affected by the combination of service arguments and communication arguments rather than by the service arguments only, because service argument trustworthiness, a factor influencing the effect of service arguments, varies across the combination of two types of arguments.Practical implicationsThis research helps home-sharing platform managers to understand how to facilitate transaction success through displaying different review arguments needed by consumers. Additionally, the dual role of communication arguments emphasizes a necessity for hosts to encourage positive communication arguments and provide additional cues on the facility service quality.Originality/valueThe service arguments and communication arguments in home-sharing reviews are distinguished, and their distinct roles in consumers' purchase intention have been uncovered.

The Impact of Airport Facility Service Quality on Brand Experience and Passenger Satisfaction: Considering the Mediating Role of Brand Engagement

In the past decade, as more and more passengers choose to fly on trips, China’s airport infrastructure construction has achieved world-renowned achievements. Despite the growing opportunities and demands for using brand research to assist airport industry services in improving, few studies have investigated the impact of service quality in terminal facilities on brand due to the diversity of service. This study uses structural equation models based on empirical research to explore the impact of facility service quality, including processing facility and non-processing facility, on airport brand experience and passenger satisfaction. This study also aims to assess the mediating effect of brand engagement on the relationship between facility service quality, brand experience, and passenger satisfaction. At the same time, this study also uses importance–performance map analysis (IPMA) to find specific items influencing brand engagement. The sampling method used a random sampling approach, with a total of 186 questionnaires distributed at Shanghai Pudong International Airport for data analysis. The results show that airport facility service quality is significant for brand engagement and experience, as well as for satisfaction, especially for processing facilities. In addition, the IPMA results show that facility services involved in the check-in process is of high importance, which requires more attention from managers. Overall, the findings of this study extend the understanding of service quality, brand engagement, brand experience, and passenger satisfaction in the context of an international airport, and they offer implications for Shanghai Pudong International Airport regarding the improvement of its facilities and brand.

Airbnb: what determines a memorable experience?

PurposeThis paper aims to propose a new model of memorable Airbnb experiences that was tested by examining the effects of the novelty of the experience, experience co-creation, hospitableness and facility service quality on memorable Airbnb experiences. This study also examined the impact of such experiences on hedonic well-being.Design/methodology/approachUsing an online survey questionnaire on Amazon Mechanical Turk, we gathered data from 214 international tourists who stayed in an Airbnb rental property during the three months preceding the time of data collection (November 2020–January 2021).FindingsThis study confirmed that novelty of the experience, experience co-creation, hospitableness and facility service quality are key variables in the formation of tourists’ memorable Airbnb experiences and that the latter further influences tourists’ hedonic well-being.Practical implicationsAirbnb guests should not be viewed as passive agents but as active producers of their own consumption experiences. Airbnb hosts should, thus, be highly involved when their guests want to co-create their experiences by actively interacting with them. For example, hosts should make recommendations for dining and sightseeing.Originality/valueThis study contributed to the existing literature on memorable tourism experiences and Airbnb by furthering the understanding of the antecedents of memorable Airbnb experiences and of the mediating effect of memorable Airbnb experience on hedonic well-being.

Assessment of Students' Satisfaction of Facility Service Quality in Private Universities

Through globalization, the demand for high-quality education is increasing significantly, leading to rising competition among universities and colleges for enhancing educational services and attracting more students to enroll. Meanwhile, students are always looking for and demanding the most proper environments to experience education and have the foundation to find a job after graduation. This need leads to the tendency that education becomes a service that benefits both private education enterprises and their potential customers. Nevertheless, the private institutions might not have the reputation and sponsorship from the government as public universities. Therefore, the importance of studying the determinants of student satisfaction with the quality of services provided is increasingly essential and required for private educational institutions. This research aims to propose a research model in calculating the level of student satisfaction with the facility service quality in private institutions. This study was conducted using a questionnaire to survey 221 students of the FPT University Da Nang campus in the Fall semester of 2020. This research attempts to examine the relationship between facility service quality and student satisfaction, along with investigating the key factors in the aspects of service quality that contribute significantly to student satisfaction. The findings of this study identify the factors and the impact degree of these factors on student satisfaction of facility service quality in private universities.

Multi-Criteria Location Model of Emergency Shelters in Humanitarian Logistics

Natural disasters can cause serious casualties and economic losses, and emergency shelters are effective measures to reduce disaster risks and protect lives. At present, the location models of refuge facilities often ignore the diversion of shelter from the perspective of humanitarian logistics and the needs of victims. Such models also seldom consider the impact of the pre-storage of relief materials on the location of shelters. In this study, on the basis of the different needs of disaster victims, shelters are divided into two types—basic life and psychological medical service guarantees. While considering the full coverage of shelter needs, capacities, and budget constraints, the shelter distance, the optimized distribution of refugees, and the pre-stock quantity of goods are optimized. The facility service quality is optimized on the basis of qualitative factors. This study proposes a multi-standard constrained site selection model to optimize the pre-disaster shelter site-allocation problem. The model is helpful for decision makers to influence shelter siting and victims’ allocating process through their expertise and to obtain a solution that compromises multiple objectives. In this study, several basic cases are generated from the actual data of certain areas in Sichuan Province, a disaster-prone region in China, to verify the effectiveness of the model.

Perception of Service Quality among Malaysian University Recreational Fitness Center Users

The purpose of this study was to examine user’s perceptions of service quality and future intention to use campus recreation fitness center in Universiti Putra Malaysia. Data were collected from 200 students and staff of the university (males = 140, females = 60) who frequently used the campus recreation fitness center. The questionnaire consisted of items based on the Likert-scale Service Quality Assessment Scale (SQAS) developed by Lam, Zhang and Jensen (2005). Behavioral intention is based on three questions modified from Cunningham and Kwon (2003). The results showed that recreation fitness center users are satisfied with the overall staff service quality (m=34.14) and fitness facility service quality (m=34.14), but moderately satisfied with overall facility service quality (m=30.77) and overall program service quality (m=24.44). The findings indicated UPM recreation fitness center users have a high intention (m=4.02) to recommend the recreation center to other people and to renew their membership. The result also shows overall staff service quality (ß = .288 p < .05) and overall facility service quality (ß = .251, p <. 05) contribute significantly towards predicting behavioral intention. This means recreation fitness center users in UPM will continue their membership in the future or suggest other people to become members if they perceived the recreation fitness center as being conveniently located as well as user friendly in terms of safety and parking.

Relationship between Perceptions of Fitness Facility Service Quality and Future Intentions of Fitness Center Users in Thailand

The purpose of this research was to examine the relationship between perceptions of fitness facility service quality and future intention to use campus fitness center at Mahasarakham university, Thailand. A total of 250 campus recreation fitness center users (males = 189, females = 61) comprising of students and staff from Mahasarakham University was selected to participate as subjects in the study. The questionnaire consisted of items based on the Likert-scale Service Quality Assessment Scale (SQAS) developed by Lam, Zhang and Jensen (2005). Future intention was measured using two items by Zeithaml et al. (1996): word-of-mouth communications and repurchase intentions. The results showed fitness facility service quality (s = .300, p

Relationships among Service Quality, Value, and Student Athlete Satisfaction at Taiwan’s National Tug of War Competition

Service quality has been extensively used to improve corporate performance in business; however, few studies have applied this concept to the sports field. In Taiwan, students’ sporting events play an important role in national sports development as they are the main channels in which to incubate elite athletes and a way to develop professional experiences related to holding mega-sports events. Therefore, the main purpose of this study is the application of the service quality concept to sports events. Specifically, a model was proposed to examine the relationships among service quality, perceived value, and satisfaction. Self-administered questionnaire surveys were completed by 356 student athletes recruited from the 2013 National Tug of War Competition in Taiwan. The data were analyzed using structural equation modeling with LISREL 8.52. Results of this study indicated that the research model fit the data well. Participants’ overall satisfaction was directly influenced primarily by perception of event value, followed by staff service quality and interaction service quality; finally, the perceived event value served as a mediator, and significant indirect effects on participants’ satisfaction were found in administrative service quality and facility service quality. The study established a model including service quality, value, and satisfaction for tug of war competitions. Suggestions for sports organizers and implications for future studies are provided. Keywords: Service Quality; Perceived Event Value, Satisfaction, Tug of War Competitions To cite this document: De-Jen Lee, Li-Wen Hsieh, and Eva (Hui-Ping) Cheng, Relationships among Service Quality, Value, and Student Athlete Satisfaction at Taiwan’s National Tug of War Competition, Contemporary Management Research, Vol.12, No.3, pp. 275-288, 2016. Permanent link to this document: http://dx.doi.org/10.7903/cmr.15852

A causal model for the development of long-term facilities: a case in Taiwan

Elder care is an important issue in many developed countries such as U.S., Japan, and Taiwan. With the advent of population aging throughout the world, the development of long-term care facilities has become a very vital topic. In actuality, long-term care systems involve government oversight agencies as well as interaction between factors such as laws, social environment, culture, long-term care facilities, residents, and the families of residents, forming a complex and dynamic system. This paper uses system dynamics methodology to model the developmental structure of Taiwanese long-term care facilities to explore its system behaviors. The developmental structure of long-term care facilities in Taiwan is primarily composed of the four levels: overall satisfaction, overall service quality, the skill of administrative and medical care personnel and facility hardware resources. Time delay, complex, and dynamic relationships are present in the overall structure. The overall service quality of facilities is one of the most important factors in facilities’ development and that the skills of administrative and medical care personnel is the main critical factor in improving overall service quality. Finally, some suggestions are discussed relevant strategies for the government and the industry.