Service Quality Factors Research Articles

Navigating the digital tax landscape: The impact of service quality factors on E-filing adoption among individual taxpayers in Jakarta

Tax administration digitization improves taxpayer experience through e-filing, supported by service quality, trust, and information technology. This study integrates electronic service quality to understand the decision to use E-filing, offering a comprehensive approach with the E-Filling model to create digital records that are easily accessible. This study analyzes the effect of quality factors on the use of E-filing, with mediation from perceived ease of use and perceived usefulness. The study design uses an explanatory with a causal approach to confirm the relationship between variables related to the use of e-filing by taxpayers in Jakarta. Samples were taken from 10,580,475 taxpayers, with 150 respondents based on certain criteria. Primary data were collected through an online survey using a Likert scale. The measurement model was tested for validity and reliability, as well as structural analysis to assess the relationship between variables using path coefficients and bootstrapping analysis for significance. The coefficient of determination (R²) and path analysis were also conducted to measure the impact of mediating variables. The study shows that of the various service quality factors, only responsiveness has a significant effect on the perception of e-filing usefulness with a T-statistic of 3.253 and a P value of 0.001. Meanwhile, the informativeness, reliability, and system availability factors do not show a significant effect on the perception of ease and usefulness, indicating the need for improvement in information delivery and system reliability. High responsiveness is very important in supporting positive perceptions of the usefulness of the e-filing system. Path analysis shows that neither perceived ease of use nor perceived usefulness affect the actual use of e-filing, with R Square only explaining 2.6% of the variation in use. Although the research model shows an adequate fit with an NFI of 0.786, improvements are still needed to increase e-filing adoption. Thus, focusing on improving responsiveness and optimizing other factors is needed to improve user experience. It is necessary to improve the responsiveness of the e-filing system and improve informativeness, reliability, and system availability to improve user perception. Future research is suggested to develop interventions for service factors that are not yet significant and explore other elements that influence e-filing adoption.

Effect of institute and LMS service quality on HEI Brand Equity: an empirical investigation

Purpose The purpose of this paper is to examine the education service quality factors, for online education context, that drive the brand equity of a higher education institute. In the times of emerging online education programmes by otherwise traditional institutes, assessing the service quality of educational institutions and its effect on the institute’s brand represents an extant research gap. Design/methodology/approach This study addresses the gap by empirically measuring higher education institution (HEI) service quality and explores its impact on student engagement, satisfaction and brand equity. This research analyses structured data from 250 students, through partial least squares-based structural equation modelling, to test the proposed hypotheses. Findings Within the overall service quality of an HEI, all components of institutional service quality are found to affect student engagement strongly; however, only some dimensions of learning management system service quality do. Student engagement is found to positively impact student satisfaction which, in turn, strongly affects all elements of HEI brand equity. Originality/value This study adds value to the extant research in higher education service quality by adding a layer of online platform service quality and offers actionable insights for HEI administrators.

Exploring service quality of inland container depot-empirical evidence from the Red River Delta, Vietnam

Inland Container Depots (ICDs) are inland multi-modal terminals where goods in intermodal loading units can be transferred directly to seaports. The contribution of ICDs to regions’ economic and social growth is undeniable. To achieve the sustainable development of ICDs, evaluating and improving their service quality is critical. This study aims to investigate the factors contributing to the service quality of ICD in a developing country. The data utilized covers some ICDs in the Red River Delta, Vietnam. Regarding analytic methods, descriptive statistics first were run to show the level of aspects of service quality of ICDs. Subsequently, attitudinal statements were analyzed using exploratory factor analysis before linear regression was applied to recognize the factors influencing the service quality of ICDs. Generally, the service quality of ICDs was evaluated at an acceptable level but far from the high one. The results suggested that the four influential service quality factors included location and accessibility, facilities, process and management, and labor. Based on the findings of contributing factors, managerial implications were proposed.

THE INFLUENCE OF SERVICE QUALITY, PRICE PERCEPTION, AND PRODUCT QUALITY FROM PT KERETA API INDONESIA (PERSERO) ON CUSTOMER SATISFACTION AT PT BUKIT ASAM, TBK

This study examines the factors influencing customer satisfaction of PT Bukit Asam, Tbk regarding the services and products provided by PT Kereta Api Indonesia (Persero) for coal transportation. Customer satisfaction is analyzed based on three key factors: service quality, price perception, and product quality, specifically in transporting coal from the Tanjung Enim Mining Unit to Tarahan Port and Kertapati Pier, which accounted for 32,423,156 tons transported in 2023. The research findings indicate that all three factors—service quality, price perception, and product quality—have a positive and significant effect on customer satisfaction. The contribution of this research is twofold: it provides insights into the direct impact of these factors on corporate customer satisfaction and offers practical recommendations for PT Kereta Api Indonesia (Persero) to enhance its service performance, thereby improving its competitiveness in Indonesia's transportation and logistics sector. Future research could focus on additional factors, such as technological innovation and environmental sustainability, and investigate their influence on customer satisfaction across different industries or regions, offering broader insights into service quality improvement in the logistics industry.

Key Predictors of Patient Satisfaction and Loyalty in Saudi Healthcare Facilities: A Cross-Sectional Analysis.

Patient satisfaction and loyalty are essential indicators of healthcare quality, directly impacting patient outcomes and the long-term success of healthcare facilities. Despite the growing importance of patient-centered care in Saudi Arabia, there is limited research exploring the factors that influence patient satisfaction and loyalty, particularly in the Riyadh region. This study aims to identify the key factors influencing patient satisfaction and loyalty among Saudi patients attending public and private healthcare facilities in the Riyadh region. The study focuses on how healthcare service quality, communication, and demographic factors contribute to patient satisfaction and loyalty. A cross-sectional study was conducted with a sample of 350 Saudi patients from 10 healthcare facilities in Riyadh. Data were collected using the Patient Satisfaction Questionnaire (PSQ-18) and the Patient Loyalty Questionnaire (PLQ). Descriptive statistics, Pearson correlation, and multiple linear regression were employed to identify predictors of patient satisfaction and loyalty. Significant predictors of patient satisfaction included general satisfaction (β = 0.48, p < 0.001), communication (β = 0.35, p < 0.001), and the frequency of healthcare visits (β = 0.13, p = 0.011). Private healthcare facilities had higher satisfaction (p < 0.001) and loyalty scores (p < 0.001) compared to public facilities. Patient loyalty was strongly predicted by general satisfaction (β = 0.55, p < 0.001) and communication (β = 0.42, p < 0.001). Communication quality and patient satisfaction are key drivers of patient loyalty in Saudi healthcare facilities. Private facilities outperform public ones in patient satisfaction and loyalty. These findings emphasize the need for healthcare providers to enhance communication and service quality to foster patient loyalty. Tailored approaches to meet the diverse needs of patients, particularly in terms of education and visit frequency, are crucial for improving healthcare outcomes in Saudi Arabia.

An Empirical Study on K-Pop Livecast Concerts in Cinema: The Next Best Experience to a Real Live Concert?

This study examines participants’ experiences of K-pop livecast concerts, a new phenomenon where audiences watch live-streamed online concerts together in cinemas. The study is in three stages—social media analysis, qualitative interview, and quantitative questionnaire survey—each generates knowledge on the experience in different dimensions. The first two stages lay the foundation for the final test of the service quality model, which illustrates the effect of service quality factors and artist attachment on satisfaction and repurchase intention. The results show that content quality, convenience, and physical interaction affect satisfaction, among which physical interaction has the strongest effect. Fandom is vital in determining repurchase intention regardless of satisfaction with the current livecast concert participation. This study predicts that livecast concerts will enjoy continuous popularity post-COVID-19 and provides practical insights into future strategies for operating and marketing livecast shows.

GUIDELINES FOR THE SERVICE QUALITY DEVELOPMENT OF SMALL BOUTIQUE HOTELS THAT ATTRACT DOMESTIC WORKCATION TOURISTS: THE CASE OF PATTAYA CITY, THAILAND

The aims of this study are to 1) study the level of service quality of small boutique hotels in Pattaya City, (2) study the behaviors of Domestic workcation tourists at small boutique hotels in Pattaya City, and (3) suggest guidelines for the service quality development of small boutique hotels that attract domestic workcation tourists in Pattaya City. Small boutique hotels are presently dispersed around the globe, especially in Pattaya City, Thailand, where small boutique hotels are plentiful. Meanwhile, the concept of ‘workcation’ is more recognizable due to its concept of ‘anywhere is an office’. Although this concept is not new, limited studies concerning workcation tourists were found, particularly studies of service quality among small boutique hotels as well as workcation tourists’ behaviors. A mixed research method was used to accomplish the research objectives. For quantitative research, a validated questionnaire was refined to collect data from targeted samples of 400 domestic workcation tourists who had stayed at small boutique hotels in Pattaya City. For qualitative research, a semi-structured in-depth interview was organized to collect data from 30 small boutique hotel entrepreneurs in Pattaya. The results indicated that domestic workcation tourists prioritize the following service quality factors: tangibility (x̄ = 4.51), responsiveness (x̄ = 4.51), reliability (x̄ = 4.48), assurance (x̄ = 4.29), and empathy (x̄ = 4.35). For behavioral studies, the findings revealed that domestic workcation tourists usually traveled alone, spent only one night at the hotels, stayed over five times per year, preferred July–September as a travel period, obtained hotel information via social media, and regularly made reservations through social media platforms. Having an internet connection was crucial to them. Lastly, three dimensions of guidelines were formulated, including human resource development, organization development, and information technology development. The findings give valuable insights for tourism stakeholders to cater domestic workcation tourists in response to the blooming of small boutique hotels in Pattaya, Thailand and other equivalent areas.

Factors Affecting the Decision to Use the Transportation Service of Thailand Post Company Limited, In Pathum Thani Province

The objectives of this research article are to study 1) demographic factors affecting the decision to use transportation services of Thailand Post Company Limited in Pathum Thani Province. 2) Factors in service quality that affect the decision to choose the shipping service of Thailand Post Company Limited. In Pathum Thani Province. The sample group used in the study was 400 customers who came to use the shipping services of Thailand Post Company Limited in Pathum Thani Province. A questionnaire was used to collect data. Statistics used in data analysis include frequency, percentage, mean, and standard deviation. T-test Analysis of variance and regression analysis at a confidence level of 95 percent.  Major Findings  Gender demographic factors Frequency of choosing service time Date of choosing service and expenses for using the service Affects customers' decision to choose transportation services.  The service quality factors that have the most influence on the decision to choose transportation services are reliability (β-0.332) and knowing and understanding customers (β-0.253) significantly. Statistically significant at the 0.05 level.

Faktor-Faktor Yang Mempengaruhi Kepuasan Jamaah Umroh Dan Haji Dengan Persepsi Kesehatan Sebagai Variabel Moderating

Background – Indonesia is the country with the largest Muslim population in the world. This creates a lot of interest and demand for Hajj and Umrah in Indonesia. Hajj and Umrah are worship activities carried out by visiting Mecca and Medina and carried out in accordance with religious law. Since the city of Mecca reopened for Umrah pilgrims after Covid-19, thousands of people have visited various travel services that provide Umrah services. Various types of travel offers ranging from cheap prices, good aircraft facilities, and hotels close to the Kaaba. This offering strategy is carried out to get the attention of prospective Umrah pilgrims. Aim – In this study, the purpose of the study is to test whether service quality, price perception, trust, empathy and health perception influence customer satisfaction and whether health perception is able to moderate all these factors. Design / methodology / approach – This type of research is quantitative research, namely analyzing data in the form of numbers. The data used in this research is primary data which is data directly obtained from the first data source. Data was obtained from the results of a questionnaire distributed to respondents, namely Hikmah Travel pilgrims and Umrah pilgrims. The method used is multiple linear regression analysis with moderator effects. Findings – The results of this research are that the service quality variable (X1) has no effect on consumer satisfaction (Y), the price perception variable (X2) has no effect on consumer satisfaction (Y), the trust variable (X3) has no effect on consumer satisfaction (Y), the empathy variable (X4) has a significant effect on consumer satisfaction (Y), healthy perception (Z) moderates the influence of service quality (X1) on consumer satisfaction (Y), healthy perception (Z) is unable to moderate the influence of price (X2) on consumer satisfaction (Y), healthy perception (Z) is able to moderate the influence of trust (X3) on consumer satisfaction (Y), healthy perception (Z) is unable to moderate the influence of empathy (X4) on consumer satisfaction (Y). Conclusion - The ability of health perception to moderate consumer satisfaction is seen from the quality of service, price perception, trust is good, so this needs to be a concern for hajj and umrah services. However, the absence of health perception will actually result in compromised customer satisfaction. Research implication – Empathy has a significant effect on consumer satisfaction, so travel agencies should pay attention to the empathy factor so that it can increase consumer satisfaction and can be used to attract Hajj pilgrims to use their travel services. Apart from the empathy factor, healthy perceptions are able to moderate the factors of service quality and trust in customer satisfaction, so travel agencies must also pay attention to these factors to get potential customers. Limitations – The population in this research is Hajj and Umrah travel services in East Java, while the sample from this research is Umrah and Hajj pilgrims at Hikmah Travel.

Effects of Service Quality Factors of Yoga Clubs In Senior Welfare Centers On Customer Satisfaction and Revisit Intention

This study aimed to analyze the effects of service quality factors of yoga clubs in senior welfare centers on customer satisfaction and revisit intention. An online survey was performed from May 1 to 15, 2023, targeting the elderly aged 60 and older. This study utilized 182 valid copies from 190 participants experienced in silver yoga at five senior welfare centers in Korea. This study confirmed that women in their 60s, mainly from middle-class families, participated in silver yoga programs in senior welfare centers, and that they had been participating in yoga for less than a year, spent less than an hour per session, and attended two to three times per week. Also, the service quality factors that could affect the customer satisfaction of subjects participating in silver yoga classes were confirmed in the following order: health &amp; hygiene (β=.361, p&lt;.001), tangibles (β=.293, p=.001), and intangibles (β=.272, p=.007). Furthermore, health &amp; hygiene (β=.593, p=.001) and tangibles (β=.421, p&lt;.001) had a significant effect on revisit intention, but tangibles (β=.091, p=.442) did not. Customer satisfaction had a significant effect on revisit intention (β=.891, p&lt;.001). The study identified that health &amp; hygiene, and tangibles impact both customer satisfaction and revisit intention significantly, while intangibles affect revisit intention indirectly through customer satisfaction.

The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)

This study aims to analyze the influence of service quality on passenger satisfaction at PT Titisan Sang Pangeran (Tispa). The research method used is a quantitative method with the distribution of questionnaires to 300 Tispa passengers during 2023. The results showed that service quality had a positive and significant influence on passenger satisfaction with a correlation coefficient of 0.734 and an R Square of 0.588. This means that 58.8% of the variation in passenger satisfaction can be explained by the quality of service provided. The most influential factors in service quality are vehicle facilities, service responsiveness, and employee friendliness. In conclusion, improving the quality of service can increase passenger satisfaction at PT Titisan Sang Pangeran.

Online Base Transportation Service Quality and Customers Satisfaction Analysis

This study investigates how customer satisfaction is influenced by various service quality factors, including price, convenience, safety, and information and communication technologies (ICT). The study focused on Go-Jek users in Airmadidi and its surrounding areas, encompassing both frequent and first-time users. Data were collected using a Google Forms questionnaire from a sample of 315 respondents selected through convenience sampling. Prior to distribution, the validity and reliability of the questionnaire were tested with 37 respondents in a pilot study. Pearson correlation coefficients were calculated to assess the relationships between the different service quality attributes (safety, price, convenience, ICT) and customer satisfaction. The results revealed a strong relationship between customer satisfaction and the service quality factors of safety, price, convenience, and ICT. Among these factors, ICT showed the strongest association with customer satisfaction.

Service Quality Variables and Customer Satisfaction at A Nepalese Commercial Bank

Customer satisfaction is a critical component of banking strategy, which reflects customer sentiment towards an organization's offerings, emphasizing emotional attachment over mere satisfaction. This research investigates customer satisfaction in commercial banks of Kathmandu Valley in Nepal. The study conducted a descriptive cross-sectional study using a quantitative research design, explicitly targeting 380 general customers of commercial banks in Kathmandu Valley through convenience sampling. Participants received a semi-structured questionnaire via email in Google Forms, encompassing inquiries on demographics, banking habits, and customer satisfaction. Data analysis was performed using SPSS version 20, and a p-value below 0.05 was considered statistically significant. The investigation found that the study population appears to be young, as 46.6% of the participants are in the 18–30 age range and predominantly male (56.6%). Most respondents (88.4%) hold accounts with private banks. Among those experiencing ATM service-related problems, 45.5% encountered them most frequently. Despite this, overall customer satisfaction remains high. Customers are notably content with the bank's reliability, including timely service and accurate record-keeping. Conversely, dissatisfaction mainly stems from communication issues, particularly regarding timely interest rates and service updates. Customer satisfaction is significantly influenced by service quality factors such as reliability, responsiveness, empathy, assurance, and communication. These findings highlight the necessity of addressing service challenges to enhance customer satisfaction and service quality within Nepal's banking sector.

Parameters Identification Related to Design of Customer Relationship Management Structure for Health Tourism Facilitators in Iran: A Case Study of Iran

The Health Tourism Industry is burgeoning within Iran, presenting promising opportunities. Despite its relative infancy in the country, this sector predominantly comprises Small and Medium Enterprises (SMEs). These entities encounter a spectrum of challenges as they navigate the path to growth, with Customer Relationship Management (CRM) emerging as a prominent concern. Effective management of customer relations necessitates a comprehensive understanding of their diverse needs and challenges, spanning from initial engagement to the culmination of the relationship. Designing an effective CRM structure requires a meticulous exploration of these facets throughout the customer journey. In our study, we conducted a literature review to explore these challenges and employed a qualitative approach, conducting semi-structured interviews with seven Iranian health tourism facilitators. Through framework analysis, we identified key insights into CRM challenges and strategies. Our thematic analysis revealed seven pivotal themes germane to CRM within Iranian health tourism facilitation: Initial customer engagement; Transformation of information between customers and health tourism facilitator; Data assessment and Challenges in information exchange; Perception of service quality factors; Cultural and national considerations; Monitoring and oversight; and Stress mitigation strategies Keywords: customer relationship management, health tourism, health tourism facilitators, health care, customer journey

Service Quality Factors of Argobazar Online Adoption among Customers

Service Quality Factors of Argobazar Online Adoption among Customers

Customer Loyalty Improvement of PT Federal International Finance Danastra Bogor Area

Online loans (pinjol) are increasingly being used by the public, especially during the Covid-19 pandemic where many households are experiencing extraordinary economic pressure. The Financial Services Authority (OJK) provides information regarding the amount of loan disbursements through loan organizing institutions or commonly known as online loan providers (pinjol) in Indonesia touched Rp 20.53 trillion in August 2023. PT Federal International Finance Danastra is an application engaged in multipurpose financing such as working capital, wedding capital, education financing and many other needs to support life. The purpose of the study was to determine how much influence service quality, brand image and customer trust have on customer satisfaction and its impact on customer loyalty at PT. Federal International Finance Danastra, this research uses quantitative analysis methods using SPSS 26 software and the sampling method uses simple random sampling with a sample size of 270 respondents using the Slovin model. Through this research analysis, it is known that the factors of service quality, brand image, consumer trust and consumer satisfaction have a strong and significant influence on consumer loyalty PT. Federal International Finance Danastra.

Pengaruh Harga, Kualitas Produk, dan Pelayanan terhadap Kepuasan Pelanggan di Toko Domora Freshbakery

This research aims to analyze the influence of price, product quality, and service quality on customer satisfaction at the Domora Fresh Bakery Cake Bakery Cake Shop in Tanjung Morawa sub-district and analyze how to increase customer satisfaction at the Domora Freshbakery Tanjung Morawa Shop. Data was collected through observation and questionnaires from 685 Domora Fresh Bakery Cake customers. A sample of 87 respondents was taken using non-probability sampling techniques. This research uses a qualitative approach and analyzes data with SEM PLS 3.0. The results of this research show that the factors of price, product quality, and service quality significantly influence customer satisfaction at the Domora Freshbakery Store, each with a significance value of 0.003. To increase customer satisfaction, it is necessary to evaluate prices, improve product quality, improve service, and create a pleasant shopping experience. Additionally, regular evaluation through surveys and data analysis will ensure the effectiveness of implemented improvements, supporting customer satisfaction and business success.

Determining the affecting factors of service quality to logistics operation by Structural Equation Modelling (SEM) under RCEP Implementation, a case study of Beibu Gulf

Determining the affecting factors of service quality to logistics operation by Structural Equation Modelling (SEM) under RCEP Implementation, a case study of Beibu Gulf

Service Quality Factors that Influence Patient Satisfaction at Buleleng Regional Hospital

Service Quality Factors that Influence Patient Satisfaction at Buleleng Regional Hospital

Analysis of the determinants of service quality in the multimodal public transport system of Bhopal city using structural equation modelling (SEM) and factor analysis

The service quality of multimodal public transport system plays a crucial role in maintaining the overall efficiency and sustainability of urban mobility and the seamless integration of transportation. This study evaluates the determinants of service quality in the multimodal public transport system of Bhopal, India, using Structural Equation Modeling (SEM), Factor Analysis, Subgroup Analysis, and Importance-Performance Analysis (IPA). A detailed survey of passengers identified six latent variables: reliability, comfort, safety, accessibility, information, and customer service. SEM analysis revealed significant positive relationships between all six factors and passenger satisfaction, with reliability (β = 0.358, p < 0.001) and comfort having the strongest influence. Subgroup analysis showed variations in the importance of service quality factors among different age groups, genders, and usage frequencies. The IPA grid identified comfort and accessibility as priority areas for improvement. The findings highlight the importance of prioritizing these factors to enhance passenger satisfaction and promote sustainable urban mobility in developing countries. The study provides actionable insights for policymakers and transit authorities to effectively improve service quality and meet passengers’ satisfaction in multimodal public transport systems.