Service Quality Factors Research Articles

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.

The influence of service quality factors, service facilities and brand image on patient satisfaction at royal prima Medan hospital

Customer satisfaction is a significant element for a service user to create and retain customers successfully. This can be made if good service quality, health facilities, and brand image support a health service. This study aimed to determine and analyze how much influence quality, facilities, and brand image have on patient satisfaction—cross-sectional quantitative research approach, conducted at Royal Prima Medan Hospital, May 2023. The population of all outpatient and inpatient patients, determination of the number of samples Structural Equation Modeling (SEM), determined 100 models, nonprobability method -survive sampling. Data was tested for validity and reliability. Multiple linear regression data analysis, coefficient of determination (R2), F test (simultaneous testing), t-test (partial testing) at α = 0.05. The results of the service quality variable, t-count (6.772) > t-table (1.66) probability value (0.009) < 0.05, service facility variable (t-count value > t-table (6.772) > t-table (1.66) and probability value (0.009) < 0.05, brand image variable t-count > t-table (6.921) > t-table (1.66) and probability value (0.002) < 0.05, so that the three variables have a significant relationship with patient satisfaction. The calculated F test obtained an F value of 88.121 with a probability of 0.012 ≤ 0.05. In conclusion, the results of partial and simultaneous tests, service quality variables, service facilities, and brand image have a positive and significant effect on patient satisfaction at Royal Prima Medan Hospital, with an Adjusted R square value of 0.845, meaning that 84.5% of the variation in the dependent variable on patient satisfaction at Royal Prima Hospital can be explained by variations in the independent variables of service quality, brand image, and facilities, the remaining 15.5% (100%-84.5%) is defined by other variables not examined in this study, such as price, distance, and others.

Evaluating the influence of service quality factors in the digital hospitality industry during the COVID-19 pandemic

During the COVID-19 pandemic, digital technology has been employed in many parts of the hospitality and tourism industry. The present paper aims to evaluate the factors of the service quality (SERVQUAL) approach in the digital hospitality industry. The present research prioritised the SERVQUAL factors for the digital hospitality industry in Iran using the analytic network process (ANP). The data collection instrument was an ANP questionnaire, and data were collected in 2021. In the present research, five criteria and 20 sub-criteria were used for SERVQUAL in the field of digital hospitality. The most influencing criteria were intangibles, and among the sub-criteria, the most important one was mobile integrity. This study helps hospitality managers and policymakers to improve their use of digital services by emphasising the most influential factors in the hospitality industry.

Causal relationship among quality factors, emotional responses, and satisfaction of school food service in Henan province, China.

School food service has played an important role in promoting the health and physical condition of students by providing students with a balanced and nutritious diet. Therefore, boosting the quality of school food service and improving the students' satisfaction is critical. For this purpose, this study examined the structural causal relationship among the quality of school food service factors, emotional responses, and satisfaction in China. This study was conducted with 4th-6th-grade students from 6 junior high schools in Henan province of China, with 590 questionnaire responses (87.3%) collected and statistically analyzed. The school food service quality factors (including menu management, dietary education, facilities management, price and food distribution management, and personal hygiene during meals) must be enhanced to boost the students' satisfaction. In addition, the study used questionnaire survey data to validate the full mediation of students' emotional responses between school food service quality factors and student satisfaction. Students' emotions also play an important role in influencing the quality of school food service, all of which affect the emotional responses of students. Therefore, students' positive emotions are an important indicator for improving the quality of school food service. A national support policy is necessary for the ongoing maintenance and development of various programs that drive students' satisfaction and promote the adoption of education guidelines for school food service in China.

Determinants of service quality influencing customer satisfaction in fitness centers: A systematic review

The aim of the present systematic review was to investigate the determinants of fitness center service quality that most influence customer satisfaction. Studies were identified from searches in PubMed, Scopus, Web of Science and EBSCO databases from 2017 through 2022. The search process was carried out by four independent researchers. Titles and abstracts were reviewed to determine whether the studies met the inclusion criteria. The quality of the reporting of the measures was assessed using a tailored list. The electronic search strategy produced 378 studies. A total of 17 articles met the inclusion criteria. Results of the review support the importance of service quality to improve customer satisfaction, leading to customers future intentions with the brand, increasing loyalty and customer retention. Therefore, positive perceptions of service quality influence customer satisfaction, in turn customer loyalty and retention, and are indispensable for the sustainability of these companies. Through the studies included in this systematic review it was possible to identify nine dimensions of service quality as predictors of customer satisfaction: facility quality, instructors and reception staff quality, price, supporting services, service recovery, service assurance, online marketing, and customer relations. This article provides useful and global information on the most current service quality factors. Given the fitness market's competitiveness, understanding the factors that influence service quality allows managers to better choose their strategies for increasing customer satisfaction.

Utilizing a machine learning ensemble to evaluate the service quality and passenger satisfaction among public transportations

Public transportation is an essential criterion that benefits several social sectors. Hence, most developing countries display an increase in the demand for enhanced public utility vehicle (PUV) systems. PUVs are prevalent in the Philippines; however, research on passenger satisfaction and public transportation is scarce. This research aimed to assess passengers' future intentions regarding PUVs through passenger satisfaction utilizing various latent variables. This study utilized an online survey with a total of 600 respondents that are using PUVs in the Philippines who voluntarily answered the questionnaire. The data were analyzed using different Machine Learning Algorithms (MLA) such as Deep Learning Neural Network (DLNN), Decision Tree (DT), and Random Forest Classifier (RFC). The study indicated that people vastly prefer a route-efficient way of traveling, safety, value for money, and passenger expectations as it highly affected passenger satisfaction and future intentions. The theoretical basis of this study provided an effective instrument for resolving the country's emerging traffic issues and served as the foundation for forming PUVs and policy initiatives. Future research may look into and concentrate more on particular types of service quality factors and public utility vehicle to provide a more in-depth analysis of the subject and extend the analysis. Researchers may also utilize MLA for the data as it provides a more efficient and accurate factor analysis in the transportation sector. Finally, managerial insights could be elevated, including service domains in different areas.

Research on affecting of service quality with customer satisfaction: case exo travel danang

The impact of service quality on customer satisfaction at Exotissimo Travel Vietnam –Da Nang Branch was deployed to find out the factors in service quality that affected customer satisfaction. Consequently, the study has recommendations and proposals to the company leadership to better satisfy customer satisfaction. To perform this research, the authors has used two combined research methods: qualitative research and quantitative research. Qualitative research is built on the information and data collected from theories on tourism, economics, marketing, etc., previous research models company documents, and in-depth interviews with experts. Quantitative research was conducted through the interviewing process of 180 Exotissimo’s customers with the questionnaire. The study has detected 5 factors in service quality including Tour guide, Tour price and other services, Tour Program, Transportation, and Brand Image. By SPSS 20.0 Analysis, the authors has expressed results in the research that all 5 factors influent customer satisfaction. In particular, the “tour program” is the most powerful factor affecting tourists’ satisfaction. The following factors are respectively: “Brand Image”, “Tour Prices and other services”, and “Tour Guides”. The lowest factor that affects satisfaction is “Transportation”.

EVALUATING THE INFLUENCE FACTORS OF THE ELECTRONIC SERVICE QUALITY IN THE BANKING INDUSTRY WITH THE ANP AND FUZZY TOPSIS METHODS

The purpose of this study is to evaluate the influence factors of electronic service quality (E-SQ) in the banking industry. A combination of Analytic network process (ANP) and Fuzzy-TOSIS methods was used in this study. ANP method was used to obtain the weight of criteria and sub-criteria and the Fuzzy TOPSIS method was used to prioritize four state banks of Rasht city. The data collection tool is ANP and TOPSIS questionnaire. Data collection is from October 2022 to January 2023. In the present study, 19 E-SQ sub-criteria were evaluated in the banking industry, and the Customers' trust sub-criteria was ranked first. Also, among the four studied public banks, Bank A1 was ranked first. Investigating the influence factors of E-SQ in the banking industry will make bank managers more familiar with the influence factors, and managers and policymakers in this area can provide better quality electronic services to bank customers.

Analisis Faktor-faktor yang Mempengaruhi Loyalitas Merek pada Konsumen California Fried Chicken (CFC) di Kota Langsa

This research was conducted with the aim of knowing the factors that influence Brand Loyalty to consumers of California Fried Chicken or known as CFC in Langsa City. The sample in this study were consumers totaling 88 respondents. Primary data from the questionnaire results, then the data is tabulated with a Likert scale, analyzed with multiple linear regression equipment, hypothesis testing with t test, F test, correlation coefficient testing, and determination testing. Based on the research results obtained Y = 7.089 + 0.251 (Product Quality) + 0.283 (Service Quality) + 0.202 (Promotion) + 0.233 (Price). The constant coefficient of 7.089 is the value of the dependent variable (Brand Loyalty) if the value of the independent variable is constant (fixed) or has a value of zero. This shows that the dependent variable (Brand Loyalty) is influenced by the independent variable (Product Quality, Service Quality, Promotion, Price) of 7,089. The correlation coefficient value which is symbolized by R is 0.690 which can be equated with the relationship of the independent variable which is classified as strong towards the dependent variable, while the value of the coefficient of determination (R2) is 0.476, indicating that the independent variable influences the dependent variable (Brand Loyalty) of 0.476 or if it is percentaged 47.6% and the remaining 52.4% is influenced by other variables not examined in this study. The results of hypothesis testing (t test and F test) obtained the significance level of the independent variable with Service Quality Factor (X1) 3.000 > 2.633 and 0.04 <0.05, Service Quality Factor (X2) 3.972 > 2.633 and 0.00 <0. 05, Promotion Factor (X3) 3.292 > 2.633 and 0.01 < 0.05, and Price Factor (X4) 4.023 > 2.633 and 0.00 < 0.05. This shows that the independent variable has a positive and significant effect on Brand Loyalty. Thus the hypothesis is accepted.
 Keywords: Brand Loyalty, Consumer, California Fried Chicken (CFC) in Langsa City

A modified ISS Model perspective: Determinants impacting individual customer satisfaction with Mobile Banking service in Ho Chi Minh city, Vietnam

This paper aims to identify determinants affecting individual customer satisfaction with the Mobile Banking service in Ho Chi Minh City. Our model was based on the Information System Success Model (ISS) of Delone and Mclean (2003) with the official sample size being 415. By applying the exploratory factor analysis EFA, confirmatory factor analysis CFA, structural equation modeling SEM, the authors have discovered that factors positively impacting customer satisfaction are organized from high to low following: system quality, information quality, trust, service quality. Moreover, the results also showed that trust was positively influenced by 3 factors of system quality, information quality, and service quality. From the above research results, the authors also showed some recommendations to help commercial banks increase customer satisfaction in Mobile Banking services.

Analisis Kualitas Pelayanan Berbasis Preferensi Konsumen: Studi Kasus Pada Bengkel Kendaraan Roda Empat

Product and service quality factors are important aspects of business continuity. Consumers will abandon low-quality products and services. Consumers will feel satisfied if all aspects of the products and services are appropriately accommodated. Product and service quality have different tendencies because service quality dimensions are more complex than product quality. This study aims to analyze the quality of customer service at auto repair shops based on consumer preferences. Assessment of the level of satisfaction and consumer expectations of each attribute is done by filling out a questionnaire to identify the gap between the level of importance and level of performance. The consumer's assessment of each indicator of the auto repair shop is carried out through a questionnaire filled out to the consumer to find out the gap between the level of importance and the level of performance. The analytical method used is Importance Performance Analysis–IPA showing that the attributes of auto repair shops that need to be improved are [P1] improving the repair period as promised, [P2] Procedures and managerial capabilities in providing adequate service, [P3] Results following consumer recommendations, and [P4] Knowledgeable workshop managers and staff, [P5] Service speed from responsiveness quality dimensions, [P11] Credibility and honesty of workshop managers and staff, [P12] Clarity of communication and information to consumers. The priority of quality attributes of auto repair shops that will be improved can provide alternative development priorities between human resources and limited equipment servicing.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN, KEPERCAYAAN PELANGGAN, LOYALITAS PELANGGAN, DAN KESENANGAN PELANGGAN INDIHOME. STUDI PADA PT TELKOM INDONESIA DATEL PURBALINGGA

This study means to dissect the impact of service quality factors (X1) on customer satisfaction (Y1), customer trust (Y2), customer loyalty (Y3), and customer delight (Y4) Indihome in Purbalingga Regency. The subjects of this research are customers who subscribe to Indihome in Purbalingga Regency taken from 5 sub-districts. This study utilized an example of 93 respondents still up in the air by bunch irregular examining and estimated utilizing the Slovin recipe. Dispersal of the survey utilizing google structure. The scientific device utilized in this study is Structural Equation Modeling (SEM) utilizing the SPSS Amos rendition 22 application program. Therefore, the better the quality of service provided by PT Telkom Indonesia datel Purbalingga to Indihome customers will affect the satisfaction, trust, loyalty and pleasure of indihome customers in Purbalingga Regency

The influence of service quality towards customer satisfaction with low-cost airlines in Malaysia.

The purpose of this research is to examine the influence of service quality towards customer satisfaction with low-cost airlines in Malaysia. This study examines the effect of the five service quality factors, tangibility, reliability, responsiveness, assurance and empathy, on customer satisfaction. It further discusses the relationship of tangibility, reliability, responsiveness, assurance and empathy towards customer satisfaction. A sample of 109 respondents who had flight experiences with low-cost airlines was examined using the Statistical Package for Social Sciences. This study used descriptive statistics and multiple regressions to analyze the effects among the variables. The researcher discovered that only assurance and empathy have a significant positive relationship towards customer satisfaction. The other three factors; tangibility, reliability and responsiveness have no significant relationship towards customer satisfaction. This research contributes to the literature on customer satisfaction and service quality, comprehensively in the dimension of service quality which is tangibility, reliability, responsiveness, assurance and empathy of the respondents in the low-cost airline industry. Therefore, the research is valuable for the education sector, educators, airline industry management and future researchers.

Persepsi E-Commerce Shopee terhadap Tingkat Daya Beli pada Pelanggan yang Berprofesi sebagai Karyawan

Buyers who work as employees are customers who are sales targets. This study aims to analyze the perceptions of customers who work as employees of E-Commerce Shopee. This analysis becomes a reference in identifying the level of purchasing power on the influence of price, promotion and quality of service. The data studied is the purchase intention of employees of PT Caterpillar Indonesia Batam. This study uses a quantitative descriptive method. The sampling technique was purposive sampling, namely 50 Shopee users as an employee online shopping platform. The results of this study show that based on the t test, price perceptions have a positive and insignificant effect on purchase intention, and based on the t test, promotion and service quality have a positive and significant effect on purchase intention. Based on the calculated t value for the price perception variable (X1) is 3.167, with a sig value of 0.146, the Promotion variable (X2) is 3.175 with a sig value of 0.325, the Service Quality variable (X3) is 0.225 with a sig value of 0.757. These results indicate that the perceived price, promotion, and service quality variables have a positive and partially significant effect on the purchase intention variable. The value of the regression equation test is 0.762, 0.780 and 0.678 which means that the relationship between perceptions of price, promotion, and service quality with employee performance is positive and significant. While the test results of the coefficient of determination, namely employee buying interest of 0.686 or 68.6%, are influenced by perceived price, promotion and service quality factors, while the rest are influenced by other factors.

FAKTOR YANG MENENTUKAN MUZAKKI BERDONASI KEMBALI DI LEMBAGA ZAKAT

This study aims to determine the muzakki's factors to re-donate in LAZNAS IZI. In addition, this study also wants to know the effect of service quality factors and the institution's reputation on the intention to re-donate at LAZNAS IZI. This study uses multiple linear regression by testing the effect of the Independent variables (X) on the Dependent variable (Y). There are four independent variables, namely Service Quality (X1), Reputation (X2), Attitude (X3), and Trust (X4). The dependent variable used is Intention to Redonation (Y). Primary data were obtained from questionnaires distributed to 97 IZI Zakat Institution donors who had donated more than once. From this research, it can be seen that Service Quality partially influences the interest to donate Back to IZI Zakat Institution. While Reputation, Attitude, and Trust partially have no effect. However, simultaneously all variables affect the interest of donors to re-donate to LAZNAS IZI. This study can be used by LAZNAS IZI as a reference to maintain several variables that are factors that donors are willing to redonation. In addition, variables that do not have a direct effect need to be developed with other variables together to have an effect and increase the donor's intention to redonation. The addition of the number of respondents and LAZ studied can also enrich the results of subsequent studies

Customer Loyalty Analysis of Hisana Fried Chicken, Medan Johor, Medan City Based on Price and Service Quality

This study intends to examine how customer loyalty is impacted by price and service quality at Hisana Fried Chicken in Medan Johor, Medan City. This study used a quantitative methodology. From April to September 2022, six months of this study were dedicated to its execution. Utilized data collection methods included questionnaires, documentation study, and observation. 524 consumers in April 2022 made up the study's population. In this investigation, samples were drawn using the probability sampling technique and the Slovin formula. 84 customers in total participated in this survey as responders. Multiple linear regression using the statistical product software solution (SPSS) program is the analytical approach used in this study. The study's findings demonstrate that, price has a positive and significant impact on consumer loyalty at Hisana Fried Chicken in Medan Johor, Medan City. Customer loyalty at Hisana Fried Chicken in Medan Johor, Medan City, is positively and significantly impacted by service quality. The results also demonstrated a positive and significant relationship between price and service quality and customer loyalty at Hisana Fried Chicken in Medan Johor, Medan City. According to this study's coefficient of determination (R2), which is 0.594, pricing and service quality factors can account for 59.4% of consumer loyalty.
 Keywords: Price, Service Quality, Customer Loyalty.