Service Quality Factors Research Articles

A Prototype Instrument for Measuring Service Quality by Generation X Parents: A Case Study at the International School of Macao

This quantitative research aimed to advance the use of the service quality construct to measure the perceived service quality of K-12 international schools by Generation X parents. It proposed an approach that contextualised previously published scale items for private healthcare into educationally relevant scale items. The revised scale items were developed and confirmed through an Item Objective Congruence Test (IOC) by industry experts. The instrument was tested for reliability through a pilot test and then administered to 499 parents in a school. The results used Exploratory Factor Analysis (EFA) to reduce the complexity of the standard 5 service quality (SERQUAL) factors into 3 factors: Responsibility, Assurance and Professionalism, Empathy and Facilities which accounted for 65% of the variance of the SERVQUAL variables amongst Generation X parents at The International School of Macao. The revised instrument can be used to effectively measure parents’ perception of service quality in an international school setting.

Load Balancing in Edge Computing Using Integer Linear Programming Based Genetic Algorithm and Multilevel Control Approach

Due to the proliferation of requests in heterogeneous resources in edge computing, the existence of a large number of tasks and workloads in virtual machines in the edge computing environment is inevitable. Thus, load balancing strives to facilitate an even distribution of workload across available resources. Its purpose is to provide continuous service and to ensure fair load distribution among resources. Load balancing, with the aim of minimizing response time for tasks and improving resource efficiency, tries to do the proper mapping of tasks among virtual machines at a lower cost. Flow scheduling, on the other hand, assigns a task (group of tasks) to computational resources by prioritizing tasks, so that the relationship between them is maintained. Therefore, in this research, a hierarchical control framework for load balancing and assignment of tasks in edge computing services is presented in order to create load balancing. In the proposed method, in the first level, the genetic algorithm receives a set of tasks in a workflow. Genetic algorithm prioritizes and assigns tasks to resources according to time constraints, resource processing power, resource availability, and task cost. For this purpose, the integer linear programming optimization in the evaluation function of the genetic algorithm will be utilized. In the second level, considering the past load distribution in edge resources, we estimate the probability of load distribution among sources according to hidden Markov model (HMM). Finally, in order to optimally map tasks to the virtual machines in each host, we will use game theory with service quality factors as an evaluation function. Previous methods have provided a hierarchical control framework that aims to achieve conflicting goals within a data center, but does not use linear programming. Considering the use of service quality criteria as evaluation function parameters in heuristic and optimization methods in this research, it is expected that the results of this research will improve compared to previous methods.

패션 정보검색 동기가 이미지 검색서비스 품질 지각과 이용의도에 미치는 영향

This study aims to investigate the effects of fashion information search and innovativeness of consumers on service quality of image search. Furthermore, it focuses on exploring the effect of image search service quality on use intention. Data of mobile-friendly consumers in their 20s and 30s was collected in September 2021 via an online survey. Finally, 300 samples were used for the data analysis. First, motivation for information search in fashion was divided into four factors: information, relation, leisure, and entertainment motivation. Furthermore, service quality of image search was divided into four factors: accuracy, convenience, customization, and aesthetics. Second, regression analysis was conducted to evaluate the effect of fashion information search motivation on service quality. As a result, it was found that information, relation, and entertainment motivation except leisure motivation had significant effects on all factors of service quality. Third, fashion innovativeness had no significant effect on aesthetics while consumer innovativeness significantly influenced all factors of service quality. Fourth, accuracy, convenience, and aesthetics had a significant effect on use intention.

An Evaluation of the Reflective Constructs Influencing Community Pharmacists’ Decision-to-Procure from Pharmaceutical Suppliers: A Structural Equation Modeling Study

In low-and middle-income countries, patients’ access to affordable medicines is a perennial challenge at all levels of healthcare delivery. Community pharmacists are expected to bridge the supply and demand gap. Unlike the plethora of studies done at the hospital and government institutions level, there is a paucity of empirical evidence on the factors influencing medicine procurement decisions from supply channels at the community pharmacy level. The study aimed to investigate the influence of community pharmacists’ professional and entrepreneurial considerations on their decision-to-procure from medicine suppliers. A cross-sectional survey which adopted a self-administered questionnaire approach to obtain primary data from randomly sampled respondents (N=398) from three purposively selected states in southwestern, Nigeria. Structural equation modeling (SEM) methodology was used to test the hypothesized model at p<0.05. The study revealed acceptable model fit and validity measures for measurement and structural models. Cost and profitability factors were significant predictors of decision-to-procure compared to service and product quality factors among respondents [β=0.343, p=0.001 vs. β=0.044, p=0.606]. Product selection had a positive moderating effect on cost and profitability factors [t=1.980, p=0.048] and a negative directional effect on service and product quality factors in the hypothesized model [t=-2.960, p=0.003]. Community pharmacists should balance financial considerations with a professional focus to ensure patients’ access to quality and affordable medicines. Study outcomes suggest the development and implementation of universally acceptable guidelines on medicine procurement in community pharmacy settings in low-and middle-income countries. The study validated the SEM model for evaluating priorities influencing community pharmacists’ buying decisions. To the best of the authors’ knowledge, this is the first study to use the SEM framework to explore factors informing drug procurement decisions from the community pharmacists’ perspective in low-and middle-income countries.

Menguji Lebih Dalam Dampak Dimensi Service Quality Perguruan Tinggi pada Satisfaction, Word of Mouth dan Service Switching

Universities have a big role as well as a responsibility to improve the quality of human resources. However, competition between higher education providers is an obstacle to the creation of quality human resources. Having a competitive advantage is a must in facing competition as well as carrying out their roles and responsibilities. The purpose of this study is to develop and test a model that is able to explain the factors forming competitive advantage and their impact on Service Switching and Word of Mouth. Data were collected using surveys and analyzed using SEM. Questionnaires were distributed to students from ten public and private universities in five areas of Banten with a total of 1000 students as respondents. The test results show Tangible to be the most influential factor on Satisfaction. Meanwhile, Assurance is one of the service quality factors that has the greatest influence on WOM. However, of all the constructs studied, satisfaction is the factor that has the greatest influence on WOM. Next, Assurance is one of the most influential service quality factors on HEI Switching.

코로나19-팬데믹 평생교육 단과대학 학습자의 교양수업 교육 서비스 품질과 학습몰입, 만족도, 지속학습의향의 구조적 관계

This study clarified the structural relationship between the quality of non-face-to-face lecture quality, learning immersion, learning satisfaction, and learning continuation intention of university lifelong education adult learners. The results of an online survey of 358 adult learners of lifelong education in Seoul and Gyeonggi-do universities are as follows. First, educational service quality tangibility and empathy had a positive effect on flow, and the influence of tangibility was relatively large. Second, all five factors of educational service quality, tangibility, reliability, responsiveness, certainty, and empathy, had a positive effect on learning satisfaction, but tangibility had a negative effect. Third, between learning flow and learning satisfaction and continuous participation intention, learning satisfaction was found to have an effect on learning flow and continuous participation intention, and learning flow also had an effect on continuous participation intention. Finally, as a result of the mediating effect of university learning flow, a partial mediating effect existed between learning satisfaction and continued participation intention. This study is expected to be generalized as basic data in the establishment of strategies and operation of non-face-to-face lectures for liberal arts for adult learners of lifelong education at university.

The Effect of E-commerce Service Quality Factors on Customer Satisfaction, Purchase Intention, and Actual Purchase in Uzbekistan

Purpose: The purpose of this study is to analyze the impact of characteristics of the service quality of e-commerce platforms on customer satisfaction and purchase intention. Design/methodology/approach: The proposed research model and a set of hypotheses were developed and tested using structural equation modeling based on data collected from 172 e-commerce users in Uzbekistan. Findings: The findings of this study revealed that while the responsiveness of e-commerce platforms is non-essential, website design, reliability, perceived usefulness, and perceived ease of use are essential elements for customer satisfaction in e-commerce. The results indicated that website design, perceived usefulness, and customer satisfaction positively affect purchase intention for e-commerce platforms in Uzbekistan. Research limitations/implications: The study provided that COVID-19 significantly impacted the development and acceptance of e-commerce platforms in Uzbekistan. The results of this study suggested practical insights for improving customer satisfaction and service quality on e-commerce platforms in Uzbekistan. Originality/value: Uzbekistan is a developing country with great potential; however, until recently, little research has been conducted on the Uzbek e-commerce market. From this perspective, this study fills this gap by analyzing the relationship among service quality, technology acceptance factors, customer satisfaction, and purchase intention by applying the initial TAM model. Therefore, it is essential to determine the key factors for improving e-commerce service quality.

The Impact of Public Bus Service Quality on the Users’ Satisfaction: Evidence from a Developing Asian City

In a country where there is a high level of car ownership, public buses is considered as another modes of transport that is more sustainable. Despite that, there is a very low level of public bus ridership in Malaysia which questions the users’ satisfaction on its service quality. This study investigates the role of public buses service quality (tangibility, reliability, assurance, empathy and responsiveness) by the utilizing the SERVQUAL model towards users’ satisfaction. A sample of 300 questionnaires were obtained from public bus users in Kota Samarahan, Malaysia as the case study area. Using Partial Least Square-Structural Equation Model, the results show that tangibility, reliability and responsiveness are significant service quality factors that influence users’ satisfaction of public buses in the case study area. Of the factors, tangibility is considered as the most critical factor that influence users’ satisfaction. This study provides imperative knowledge which will be advantageous for stakeholders specifically policy-makers, transport ministries, town planners, local authorities and service operators in strategizing policies and plans that could encourage the public buses usage.

중국 보세직구 쇼핑몰의 물류, 통관서비스와 쇼핑몰 특성이 소비자의 만족도 및 충성도에 미치는 영향에 관한 연구

Due to the development of China's economy or increase in national income, Chinese consumers' purchasing ability has increased and people have been unable to go out due to Corona 19, so there are more cases of purchasing overseas products using bonded direct shopping malls. In this paper, empirical analysis was carried out using SPSS 26 and AMOS 26 by setting up a model to derive the factors affecting the customer satisfaction and loyalty of the bonded shopping mall logistics and customs clearance service factors. As a result of the analysis, it was found that all logistics/customs clearance service quality factors of the bonded shopping mall had a statistically significant positive (+) effect on satisfaction. Also It was analyzed only the corporate image factor did not have a significant positive (+) effect on satisfaction. And proving that satisfaction has a significant positive (+) effect on loyalty. Through the results of this study, the implications of providing a new channel for exporting Korean products to China are suggested as it can be helpful for companies that operate a bonded direct purchase shopping mall when setting up a marketing strategy.

University Service Quality Factors and Student Priorities

University Service Quality Factors and Student Priorities

Consumer Behavior in Online-to-Offline (O2O) Commerce: A Thematic Review

Online-to-offline (O2O) commerce is a popular business model which links offline business activities with online channels. Consumer behavior in O2O commerce is more complex than in other traditional business models as both online and offline channels are involved. Despite the growing number of publications focused on this issue, no review paper has discussed the current research trends and factors influencing consumer behavior in O2O commerce. Therefore, this review aimed to synthesize literature on O2O commerce from 2015 to April 2022, focusing on consumer behavior. A set of inclusion and exclusion criteria was developed for searching and screening articles from two dominant databases (i.e., WOS and Scopus), and 53 eligible articles were included in this review. A thematic review approach using ATLAS.ti 9 software was conducted. Quantitative results presented the research trends of O2O commerce. Qualitative analyses generated eight main clusters of factors which influence consumers’ O2O behavior: (1) service and product quality, (2) technical and utilitarian factors, (3) emotional and hedonic factors, (4) trust and risk, (5) price and cost (6), social factors, (7) online content, and (8) habit. This paper also highlighted promising future research directions. The findings are expected to benefit the sustainable management and the future research of O2O commerce.

Exploring the User Acceptance of Urban Air Mobility: Extending the Technology Acceptance Model with Trust and Service Quality Factors

The purpose of this study is to explore how trust in and the service quality of urban air mobility (UAM) relate to the user acceptance of UAM. We hypothesized that trust directly influences the attitude and intention to use UAM, while service quality factors affect its perceived usefulness and ease of use. A survey data of 450 respondents were analysed by using a partial least squares structural equation model. The results show that trust positively influences the intention to use UAM, and safety perception contributes the most to UAM’s trustworthiness. In addition, transport service quality factors (i.e., time-saving, availability, flight comfort, and perceived cost) significantly explained the perceived usefulness and/or ease of use. Path coefficients of the structural model indicate that trust has a greater impact on the user's attitude toward UAM than perceived usefulness. The results of this study contribute to increasing the early user adoption of UAM.

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION BETWEEN CORNER BAKEY AND CAFE AND MM BAKERY IN BENGKALIS

This study aims to analyze differences in customer satisfaction between Corner Bakery and Cafe and MM Bakery, determine the factors that differentiate customer satisfaction between Corner Bakery and Cafe and MM Bakery. The type of research is comparative research with a quantitative approach. The population in this study was all consumers of Corner Bakery and Cafe and MM Bakery in Bengkalis. The number of samples in the study was 100 people. The data analysis used is descriptive statistics analysis. The dimensions used to measure customer satisfaction of the two bakery shops are product quality, service quality, emotional factors, and price. The study result that customer satisfaction of Corner Bakery and Cafe gets a better rating than MM Bakery based on dimensions of product quality, service quality, and emotional factors. The results also show that service quality is the most factor that differentiate customer satisfaction between Corner Bakery and Cafe and MM Bakery with a difference value around 0.21.

Analysis of Citizen Relations Management (CRM) Service Quality Application in Waste Handling at Balekambang Sub District, Kramat Jati, East Jakarta

The DKI Jakarta Provincial Government in carrying out government issues policies by utilizing information and communication technology to solve city problems quickly and precisely. The DKI Jakarta Provincial Government in capturing the problems of its citizens has 14 official complaint channels whose handling is integrated in the Citizen Relations Management (CRM) application, based on the dimensions that affect service quality, namely the Tangible, Reliability, Responsiveness, Assurance and Empathy dimensions. This study uses a qualitative method with a descriptive approach. Data was collected by means of interviews, observation, and documentation. Data analysis used three components consisting of data reduction, data presentation and conclusion drawing. Test the validity of the data by testing the criteria for credibility, transferability, dependability and comformability. The results of the research on the service quality of CRM applications in handling waste in the Balekambang village in terms of five dimensions of service quality, namely tangible, responsiveness and assurance dimensions are good, while the reliability dimension still requires increasing the knowledge and performance of officers in the field as well as the empathy dimension is not fully in line with expectations, because there are still officers who feel emotional when following up on reports. Lack of public understanding and knowledge about CRM applications, facilities and infrastructure as well as geographical conditions are factors that hinder the quality of CRM application services, while the implementation of CRM application socialisation to the RT/RW level is a supporting factor for CRM application service quality.

A Suite of Design Quality Metrics for Internet of Things by Modelling Its Ecosystem as a Schema Graph

Internet of Things (IoT) infrastructure connects consumer electronics, household appliances, and other smart gadgets. For designing IoT systems and applications, different architectures and protocols are being used. The design quality of an IoT system and its services is assessed with quality of service (QoS) factors such as complexity, functional appropriateness, performance, efficiency, compatibility, maintainability, portability, and usability. The existing methods in the literature focus on measuring the quality of an IoT system during execution time; however, there is a need to define some standards that may be used to determine the quality of an IoT system from its design. This work models the IoT EcoSystem as a schema graph and presents a suite of metrics to determine the design quality of an IoT system and its services under the defined QoS factors. The presented metrics are mapped to the ISO-9126 QoS factors to ensure the standards and quality of IoT services during the design phase. The proposed metrics are validated with benchmarking on a case study smart healthcare IoT system. The results proved that the presented metrics are practical to quantify the quality of IoT design models under QoS factors, and the suite of metrics is able to compare differently designed IoT services.

PEMASARAN ONLINE TERHADAP PENINGKATAN PENJUALAN USAHA RUJAK CIRENG DAN CIMOL QUEEN'S

The growth of the culinary business in Indonesia is currently growing rapidly, this growth is marked by the many new innovations from each region of each of these culinary products. High competition in the end raises a problem that is often faced by companies, namely the company has not been able to provide the maximum satisfaction that is really expected by consumers. There are many ways that can be achieved by companies to increase customer satisfaction, for example by paying attention to the factors of Product Quality and Service Quality provided by the company. One of the culinary fields that are currently loved by the Indonesian people are cireng and cimol. This study aims to determine consumer responses to the 4P marketing mix (product, price, location, promotion) at CIRENG AND CIMOL QUEEN'S, Surabaya. Where it is hoped that through this research can further improve the marketing mix of Cireng and Cimol to its customers. 4P Marketing Strategy (Product, Price, Place, Promotion): The results of the research through analysis describe descriptively that consumers have a variety of product factors including taste variants, content variants and packaging variants. Then Price is based on portion, price and quantity. While the action is in progress Discounts, freebies, coupons, extra portions and freebies. during place based on concept and time of sale

The enhanced resource modeling and real-time transmission technologies for Digital Twin based on QoS considerations

• QoS factors and advanced requirements are considered for Digital Twin . • An enhanced modeling methodology and a real-time industrial object transmission mechanism are proposed. • An enabling framework is constructed to facilitate the deployment of the Digital Twin scenarios. • The performance of the proposed method is verified by a case study. Digital Twin (DT) bridges the physical and virtual worlds and provides technical support to the virtualization of the real production scene. However, with the ubiquitous upgrading of the industrial infrastructure, DT systems present an independent and self-contained pattern that causes repeated constructions, stove-piped projects, and cumbersome communication. Based on the Quality of Service (QoS) considerations, this paper proposes an enabling technology framework combining semantic resource modeling with real-time industrial object transmission to improve the performance of DT and overcome these challenges. Firstly, an enhanced modeling methodology including the industrial object meta-model and the industrial object model is designed. Heterogeneous devices are modeled comprehensively, ranging from states, functions, events, interoperability, and flexibility. By formulating the unified specification to achieve standardization and generalization, workers can customize and reuse the models flexibly according to the volatile working environment. Secondly, a real-time industrial object transmission mechanism ensures high fidelity to the physical world and provides unified interfaces for value-added services. While realizing these primary communication functions in real-time, QoS factors and other advanced performances (i.e., reliability, adaptability, robustness) are fulfilled by introducing a decoupling model, a dual-channel network, and a backup strategy. Under the orchestration of all these works, a robust DT system could be developed readily. Finally, a case study is presented to verify the effectiveness of the proposed framework. The results show that interoperability, scalability, microsecond latency, and other strict requirements are realized.

온라인 스트리밍 뮤지컬 공연의 서비스품질 요인 IPA 분석

This study is an analysis of audience’s importance and satisfaction on the service quality factors of streamed online musical performance. Service quality factors of online performance are defined as content characteristics, video quality, information and reliability in outcome quality; usability, convenience and technology in physical environment quality; interaction and responsiveness in interaction quality; and price in quality for the price. Importance-Performance Analysis(IPA) is used to identify perception on the service quality factors. In the result, first, most online performance viewers have watched live musical performances offline and watch more and spend more on offline musical performances. Second, the analysis on the difference between importance and satisfaction of service quality factors showed that the importance is greater than satisfaction in technology the most and the interaction was the only quality factor with higher satisfaction over the importance. Third, in the IPA matrix result, content characteristics, video quality, reliability, usability and convenience were included in the ‘Keep the good work’, technology and price were in the ‘Concentrate here’, information, interaction and responsiveness were in the ‘Low priority’. The result suggests that online performance viewers recognize price for quality, physical environment quality and outcome quality as core service quality, while interaction quality as supplementary quality. The findings of this study could provide basic data for setting the direction of development and strategic management of online performances.

전시회의 서비스품질과 전시회가치, 전시회만족 및 애호도에 관한 연구: 중국 자동차 부품 전시회를 중심으로

The purpose of this study was to empirically examine the service quality of the exhibition, the value and satisfaction of the exhibition, and the relationship between love and affection for the exhibition. Based on the results of the research, a summary of the results of this study, conducted in parallel with theoretical and empirical studies, is presented as follows. First, according to the survey results, China Auto Parts Exhibition needs to set an appropriate level of participation fees, promote various targets, and increase the convenience of internal and external access. Secondly, among the service quality factors of the auto parts exhibition, only factors such as personnel service, advertising and exhibition atmosphere have an impact on the satisfaction of the exhibition. Third, the higher the value of the exhibition, the higher the satisfaction, indicating that efforts are needed to enhance the value of the exhibition. Fourth, the more satisfied the participants are with the exhibition, the more likely they are to recommend the exhibition to others or visit the exhibition again.

Service Quality Factors of Healthcare System from COVID-19 Patients Perspectives

This paper presents a study to investigate the service quality of healthcare system in UAE. The respondents are the users of the healthcare system. They were asked to grade the healthcare systemthrough 25 items in five domains which are Reliability; Responsiveness; Assurance; Empathy and Tangibles. A total of 384 respondents participated in the questionnaire survey are COVID-19 patients discharged from UAE healthcare system. The analysis on the collected data found that three domains which are reliability, responsiveness and tangibles are having high level of satisfaction according to the respondent’s perspective in experiencing the healthcare during COVID19 treatment. In term of ranking analysis, the responsiveness domain is ranked first with the highest score of 3.890, followed by reliability domain with mean score of 3.572, then tangibles domain with 3.533, empathy domain with 3.370 and finally assurance domain with 3.170. The findings from this study helps the healthcare practitioners in improving theirservice quality to the patients.