Service Quality Factors Research Articles

Service Quality as Predictors to Customer Satisfaction at Korean Restaurants in Kuching Sarawak

Today, there a bundle of new types of ethnic restaurant in Malaysia such a Korean restaurant. The purpose of this study to examine the relationship between service quality and customer satisfaction at Korean restaurant. This study focuses on five dimensions of service quality to measure the customer satisfaction. The researchers have conducted this study by using online survey methods due to the Movement Control Order (MCO). The sample population was selected from Kuching, Sarawak and 384 respondents were passed and successfully collected. The data in this study has been analyzed by using Statistical Package for the Social Sciences (SPSS) software. The findings revealed that all service quality factors suggested have significant relationships with customer satisfaction in Korean restaurants at Kuching Sarawak.

Factors of Service Quality in Customer Trust and Customer Loyalty of Bank Mandiri Panorama-Bengkel City Branch

This study was conducted to determine the effect of service quality on customer satisfaction and loyalty on Mandiri-Bank of Panorama’s branch-Kota Bengkulu. The research location is on Jl. Salak Raya no.102-103, Lingkar Timur, Kecamatan Singaran Pati, Kota Bengkulu, 38225. The site selection was based on several considerations, namely Mandiri Bank of Panorama’s branch Bengkulu which is the branch office of the bank in Kota Bengkulu, samples taken are 150 people with purposive sampling method. Data collected by questionnaires by using a 5-point Likert scale to measure 24 indicators. The analysis technique used is path analysis. These results indicate that the service quality variable positive and significant impact on the customer’s trust, service quality variable positive and significant impact on customer’s loyalty, variable customer confidence positive and significant impact on customer’s loyalty, and service quality variables affect posiitif on customer’s loyalty through customer’s trust of Bank Mandiri namely Panorama’s Branch Kota-Bengkulu. Therefore, more better the quality of service more bigger the customer’s confidence, and, so forth the customer’s trust.

SHARIA EMPLOYEE COOPERATIVE SERVICE SYSTEM PT. PUPUK ISKANDAR MUDA

This study aims to formulate the problem "how is the service system in the Islamic employee cooperative PT. PIM?" The determination is based on direct interviews with resource persons, members and employees of the PT.PIM sharia employee cooperative Proportional Stratified Sample Random Sampling. The method used is an explanatory survey method. With using primary and secondary data. The variables analyzed are the service quality factors of cooperatives and Cooperative benefit variable. While testing the validity of the correlation technique used through the Correlation Coefficient Product Moments from Pearson. The reliability test used is the split-half correlation technique with the Spearman-Brown formula. While data analysis techniques, used correlation analysis and regression analysis multiple, the results of this study are useful for implementing the quality of useful services provided by cooperatives, so member participation is also increasing

ANALISIS FAKTOR KUALITAS JASA TERHADAP KEPUASAN PELANGGAN DI WAROENG CETAKAN CIMAHI

Abstract: Waroeng Cetakan is a company engaged in the printing sector, To maintain and improve customer satisfaction, The company always strives to provide products with better service quality, The purpose of this study was to determine the factors of service quality on customer satisfaction, This study uses the service quality variable (X) as an independent variable consisting of tangible, reability, responsiveness, asurance , emphati and customer satisfaction variables (Y) as dependent variable. The surveys were distributed to 99 respondents using a non-probability sampling technique Then, using SPSS V25, statistical tests (validity, correlation coefficient, coefficient of determination, and hypothesis testing) were performed. The results of data analysis are obtained tarithmetic ttable (7.663 1.988). The value is adjusted R square 0.484 or 48.4% for variables emphati and the significance value of all accumulated service quality (X) 0.000 0.005 which means Service quality has a significant positive effect on customer satisfaction based on the SPSS report. ThisKeywords: Quality, Service, Customer satisfaction

North America Private Hospitals’ Service Quality Dimensions and patients’ satisfaction

In today's world, most industries use service quality in a variety of fields. The five service quality characteristics are tangible, assurance, reliability, responsiveness, and empathy, and they are being implemented across all industries. The primary goal of this study is to look into the quality of service provided by hospitals in North America and how that affects patients’ satisfaction. Furthermore, to determine which service quality factor has a greater impact than the others. The association between each service quality factor and visitor satisfaction was measured using a quantitative research method by the researcher. Patients in North America's hospitals were given a questionnaire that had been developed and circulated. In North America, 111 questionnaires were completed and received from hospitals patients. The findings revealed that the highest value was assigned to responsiveness as a service dimension, while the lowest value was assigned to assurance as a service dimension.

Assessment of Factors Determining Airline Consumer Loyalty: Case Study in Lithuania

The aviation sector is constantly expanding and it is strongly influenced by external factors, which gives rise to significant competition between airlines. One of the most effective ways for an airline to gain a competitive advantage is to keep its customers as loyal users of the provided services, able to provide airlines with a stable revenue for the services they sell. The purpose of this paper was to identify the factors that have the greatest impact on airline passengers’ loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. Prestige (business) passengers pay more attention to service quality (beverage and food selection, service and quality, especially accessibility, etc.), privacy, individual attention, and airline reliability, while economy class passengers focus on price and basic perception of service quality. Data were collected from 409 passengers who travelled from Lithuania airports (Vilnius, Kaunas, Palanga) to other countries. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The results indicate that 71% of passenger loyalty is explained by image and image is explained by satisfaction. In addition, service quality and price are found to have positive effects on satisfaction. Compared with price, service quality is found to be a stronger determinant of satisfaction.

Athlete Parents' Satisfaction on New Management Service in S Volleyball

This study aims to determine the level of satisfaction of athletes' parents in the new management service at SELABORA volleyball FIK UNY, which was revealed by a questionnaire totaling 68 statement items, and was divided into two factors, namely customer satisfaction factors and service quality factors. This research is a quantitative descriptive research using survey methods. The data collection technique uses a questionnaire or questionnaire given to the parents of athletes who take part in training at SELABORA volleyball FIK UNY. The subjects of this study were parents of athletes who participated in training at SELABORA volleyball FIK UNY and the sample in this study was 50 children, which were divided into 25 men and 25 women. Sampling in this study used purposive sampling techniques whose sampling techniques were carried out by taking selected people, according to criteria that had been set by the researchers. The data analysis used in this study is descriptive percentage. The results showed that: (1) The customer satisfaction factor in this case is that the parents of athletes are included in the excellent category by reaching a percentage of 76%. (2) The service quality factor is included in the excellent category with a percentage of 74%. (3) The level of satisfaction of athlete parents in the new management service at SELABORA volleyball FIK UNY is included in the excellent category with a percentage of 76%. From the results described above, it can be concluded that the customer satisfaction factor is superior to the service quality factor owned by the new management service at SELABORA volleyball FIK UNY.

Outpatient department service quality: An empirical investigation in the hospitals of Delhi-NCR during pandemic

Purpose – The present study aims at explaining the patients’ opinion towards the Outpatient Department (OPD) facility of tertiary care hospitals in Delhi-NCR region during Covid pandemic. The research focuses on the quality of healthcare services provided by the OPD and examines the comparative importance of quality measurements in finding out the patients’ satisfaction. Design – A total 408 respondents took part in a questionnaire survey from the Delhi- NCR region who has visited OPD facilities of either private or Government hospital on one pretext or other. Data was analyzed through descriptive statistics, reliability study, correlation and multivariate regression on SPSS to examine customer perceptions of service quality and how the quality of services stimulates an overall satisfaction index towards OPD facilities in healthcare sectors. Findings – As per the findings of this paper, the maximum number of respondents had a good overall experience in the outpatient departments of the tertiary hospitals and therefore assessed the services on a positive scale. Doctors’ knowledge and communication, waiting time, and online consultation in the era of pandemic emerged as the most vital factors of outpatient satisfaction. Originality – The service quality factors in healthcare, i.e., physical facilities, responsiveness, and communication were assessed and new dimension of service quality, online consultation, was added, which is believed to be an important parameter for measuring patients’ satisfaction in the current situation, where physical communications have been limited to emergencies only. Practical Implications – The outcomes will enable hospital managers to formulate effective strategies to enhance service quality of healthcare, especially in OPD, which is the most frequented area of healthcare service systems.

Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)

In the 21st century, my country's economy is developing rapidly, and the logistics industry is also gradually emerging. With the development of e-commerce and the popularization of online shopping, the ‘last mile’ problem, as the end distribution of the logistics service chain, is a social problem closely related to people. It directly affects the efficiency of logistics, the cost of logistics, and the quality of logistics services. There are also many problems in last-mile delivery, such as high delivery costs, low efficiency, and high pollution, which will affect customers' evaluation of the quality of delivery services. Therefore, it is necessary to study the factors that affect the quality of distribution services, so as to provide suggestions for logistics companies and improve the distribution services. This article summarizes and studies the influencing factors of the last-mile delivery service quality by reviewing relevant literature and combining with the Service Quality Scale (SERVQAUL) framework.

Identification and simulation of key influencing factors of online health information service quality from the perspective of information ecology

In the “digital intelligence” environment, the service quality of online health information services has become increasingly prominent. Using the Information Ecology theory as the research perspective, the factors affecting the quality of online health information service was investigated. Using the fuzzy D-I-S (Decision-making rial and Evaluation Laboratory- Interpretive structural modelling- system dynamics simulation) method, various factors of online health information service quality, such as importance, role and hierarchical relationship, and the impact of these factors on future services were analyzed. The main factors affecting the service quality were identified. Four of the most important core factors, the intelligence of technology, interactivity of services, ease of use of information, system ease-of-use, were simulated. Results showed that the service quality could be significantly improved by increasing the investment proportion of these four core factors. A basis for the construction of online health information service quality evaluation indicators, and also a reference for the improvement of online health information service quality was provided.

Region Centric GL Feature Approximation Based Secure Routing for Improved QoS in MANET

Secure routing in Mobile Adhoc Network (Manet) is the key issue now a day in providing secure access to different network services. As mobile devices are used in accessing different services, performing secure routing becomes a challenging task. Towards this, different approaches exist which find the trusted route based on their previous transmission details and behavior of different nodes. Also, the methods focused on trust measurement based on tiny information obtained from local nodes or with global information which are incomplete. However, the adversary nodes are more capable and participate in each transmission not just to steal the data also to generate numerous threats in degrading QoS (Quality of Service) parameters like throughput, packet delivery ratio, and latency of the network. This encourages us in designing efficient routing scheme to maximize QoS performance. To solve this issue, a two stage trust verification scheme and secure routing algorithm named GL-Trust (Global-Local-Trust) is presented. The method involves in route discovery as like popular AODV (Adaptive On-demand Distance Vector) which upgrades the protocol to collect other information like transmission supported, successful transmissions, energy, mobility, the number of neighbors, and the number of alternate route to the same destination and so on. Further, the method would perform global trust approximation to measure the value of global trust and perform local trust approximation to measure local trust. Using both the measures, the method would select a optimal route to perform routing. The protocol is designed to perform localized route selection when there is a link failure which supports the achievement of higher QoS performance. By incorporating different features in measuring trust value towards secure routing, the proposed GL-Trust scheme improves the performance of secure routing as well as other QoS factors.

Factors Determining the Service Quality in Telecom Sector: An Empirical Study

Throughout the years, the telecommunications industry has grown significantly, with service quality being an important component in customer retention and loyalty. The purpose of this empirical study is to discover the elements that influence service quality in the telecom sector. Data on service quality factors such as dependability, assurance, tangibles, empathy, and responsiveness were collected using a standardised questionnaire. The acquired data was evaluated statistically using descriptive and inferential approaches. According to the research, the most important criteria determining service quality in the telecom business are reliability, assurance, and responsiveness. The effects of tangibles and empathy on service quality were determined to be moderate. The study's findings can help telecom firms improve service quality while also increasing customer happiness, retention, and loyalty.

Analysis of Factors Affecting Rice Farmer Satisfaction with Subsidized Fertilizer Purchases in Babaksari Village Gresik Regency East Java

he subsidized fertilizer program in Babaksari Village, Dukun District, Gresik Regency has greatly helped ease the burden on rice farmers by cutting fertilizer prices as one of the rice cultivation infrastructures, but of course this program does not always work well, causing farmers to feel dissatisfied. This study aims to analyze the influence of product quality factors, prices, subsidized fertilizer policies, and service quality on the satisfaction of rice farmers in Babaksari Village, Dukun District, Gresik Regency. The sampling method is random sampling. The study sample amounted to 62 rice farmers. Data is processed using the PLS-SEM method through WARP PLS 7.0 software. The results showed that product quality (X1), price (X2) and subsidized fertilizer policy (X3) factors had a positive and significant effect on rice farmers’ satisfaction in purchasing subsidized fertilizers. Meanwhile, the service quality factor does not have a positive and significant effect on farmer satisfaction in purchasing subsidized fertilizers. The problem lies in the quality of subsidized fertilizer services by core members of farmer groups, therefore it is necessary to evaluate and change the mechanism of subsidized fertilizer services, by prioritizing the comfort and safety of farmers when purchasing subsidized fertilizers.

ANALYSIS OF DIGITAL WALLET SERVICE QUALITY DURING THE COVID-19 PANDEMIC TO MEASURE CUSTOMER SATISFACTION USING THE KANO MODEL (CASE STUDY ON GOPAY AND DANA DIGITAL WALLETS)

Since the COVID-19 pandemic broke out in Indonesia in early March 2020, the Indonesian government has made efforts to limit the social activities of the community to break the chain of the spread of COVID-19. With this restriction, there has been a change in transaction behavior in the community to digital payments. The number of financial technology innovations during the pandemic is also increasingly attracting public interest. The type of financial technology that is often used is a digital wallet. The object of this research is GoPay and DANA because they have the most users and dominate the digital wallet market in Indonesia. The service quality factor has a high impact on customer perception to value digital wallets. Digital wallet companies must understand the wants and needs of their customers, and pay attention to customer satisfaction because it is very important to develop products. The research objectives are to describe the quality of GoPay and DANA services from customer perceptions, to find out the description of GoPay and DANA customer satisfaction, and to determine the effect of digital wallet service quality on customer satisfaction during the COVID-19 pandemic using the Kano Model method, then described through customer satisfaction mapping. Based on the research results, GoPay and DANA features are divided into “indifference”, “must be” and “one-dimensional” categories. Features that are in the “indifference” quadrant mean that they cannot meet customer expectations. GoPay and DANA must improve features that have low customer satisfaction coefficient values, and need to maintain features that have high customer satisfaction coefficient values, then later feature improvements can be made to achieve a higher level of customer satisfaction. The results of this study can be used as an overview, input, and additional information related to customer satisfaction. GoPay and DANA can identify customer wants and needs and can make decisions to improve, develop, improve and enhance their service features.

The influence of service quality and hotel image on the loyalty of customers staying at boutique hotels in Bangkok

The aim of this research study is to study the influence of service quality on the loyalty of customers staying at boutique hotels in Bangkok. Influence of hotel image and loyalty of customers staying at boutique hotels in Bangkok and the level of loyalty of customers staying at boutique hotels in Bangkok. The sample group is 385 customers who have used boutique hotels in Bangkok for at least 1 night. The tool used to collect data is a questionnaire with a reliability value of 0.8. Statistics used in data analysis are frequency values, percentage values. each mean and standard deviation and multiple regression analysis. The results of the research found that (1) there are two service quality factors: the concreteness of the service; and knowing and understanding customers Influences the overall loyalty of customers staying at boutique hotels in Bangkok. Statistically significant at the 0.05 level, the most influential variable is Knowing and understanding customers It has a standard coefficient of regression of 0.252. (2) Hotel image: 3 factors: attractiveness Facilities and the ability to access It has a significant influence on the overall loyalty of customers staying at boutique hotels in Bangkok at the 0.05 level. The most influential variable is the facility aspect. It has a standard regression coefficient of 0.0309, followed by accessibility. and the attractive side the standard regression coefficients were 0.209 and 0.206.

The Factors of E-Government Service Quality in Kuwait During the Coronavirus Disease 2019 Pandemic.

The Factors of E-Government Service Quality in Kuwait During the Coronavirus Disease 2019 Pandemic.

Factors of Loans' Service Quality Affecting the Satisfaction of Small and Medium Enterprises Customers in Vietnam

Factors of Loans' Service Quality Affecting the Satisfaction of Small and Medium Enterprises Customers in Vietnam

Modeling Departure time choice of Metro Passengers: A case study of Delhi metro

Delhi metro is suffering from severe congestion due to booming travel demand. Differential pricing is an important and effective measure in traffic demand management (TDM). Whether pricing strategies work depends strongly on the responses of travelers to fare changes. Normally, the fare elasticity of demand is used to describe the relationship between demand changes and fare changes at an aggregate level. It is useful to estimate demand changes for system-wide and long-term pricing policies. However, for regional and short-term (valid time window is short) fare strategies, it is hard to capture the reactions just by the fare elasticity of demand. The retiming elasticity decreases greatly with increasing shift time, and 30 minutes is almost the maximum acceptable shift time for passengers. Moreover, the retiming elasticity of passengers in the middle term is approximately twice that in the short term. Applications of fare optimization are also executed, and the results suggest that optimizing the valid time window of the discount fares is a feasible way to improve the congestion relief effect of the policy, while policymakers should be cautious to change fare structures and increase discounts. Passengers' travel responses to fare changes are very complex and related to various external factors, such as service quality, travel preference, and socioeconomic factors. Past works on travel responses are usually specific to a certain region or transit system and assume that the external factors remain the same before and after the policy. Flexi fare is a successful measure in Beijing suburban railway and it handles the booming congestion of suburb rail. Modeling in departure time choice plays a vital role in caters the congestion in the metro and distributing the commuters at different intervals of time. The objective of this study is to understand the ridership pattern, mode-choice behaviour, trip purposes of users, and willingness to shift due to fare differential during the peak and non-peak hours in the metro rail system of Delhi. To know the different modeling departure time choice, it is necessary to know the willingness to shift to an off-peak hour or hike in peak hour fare. The study result shows that the users with work trips are willing to pay more but unwilling to shift from peak hour travel, and users with leisure trips are willing to shift to non-peak hour travel if the fare in peak hour changes. Therefore, new fare strategies should be recommended.

Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty

Critical factors of service quality in higher education services and their impact on overall service quality, student satisfaction and student loyalty

Cloud Service Composition using Firefly Optimization Algorithm and Fuzzy Logic

Cloud computing involves the dynamic provision of virtualized and scalable resources over the Internet as services. Different types of services with the same functionality but different non-functionality features may be delivered in a cloud environment in response to customer requests, which may need to be combined to satisfy the customer's complex requirements. Recent research has focused on combining unique and loosely-coupled services into a preferred system. An optimized composite service consists of formerly existing single and simple services combined to provide an optimal composite service, thereby improving the quality of service (QoS). In recent years, cloud computing has driven the rapid proliferation of multi-provision cloud service compositions, in which cloud service providers can provide multiple services simultaneously. Service composition fulfils a variety of user needs in a variety of scenarios. The composite request (service request) in a multi-cloud environment requires atomic services (service candidates) located in multiple clouds. Service composition combines atomic services from multiple clouds into a single service. Since cloud services are rapidly growing and their Quality of Service (QoS) is widely varying, finding the necessary services and composing them with quality assurances is an increasingly challenging technical task. This paper presents a method that uses the firefly optimization algorithm (FOA) and fuzzy logic to balance multiple QoS factors and satisfy service composition constraints. Experimental results prove that the proposed method outperforms previous ones in terms of response time, availability, and energy consumption.