Service Quality Factors Research Articles

Understanding quality factors of electronic health service in an emerging economy

In the context of an emerging economy, this research investigates consumers’ experiences with electronic health service systems and their impact on satisfaction and future usage intention. It draws from a user engagement and a value co-creation perspective to examine complex transferring mechanisms and boundary conditions. Survey data from users of online health service systems were collected from an emerging market and subjected to regression analysis to test the hypotheses. Consumers’ experience-based attributions of the electronic system – system and information quality as well as content reliability – have a positive impact on intention to use, which are mediated by satisfaction. Interaction of the consumer with the system moderates the effects of both information system quality and information quality on satisfaction. The indirect effects of information and system quality on intention to use via satisfaction differ based on the consumer interaction. Also, effects of information quality and content reliability on intention to use are moderated by consumers’ perceptions of behavioral control. The study provides further evidence in the link between quality and satisfaction in the use of electronic health services systems in the context of an emerging market. The study focuses on explicating complex associations and focus on mediation and moderation effects only. This deepens our understanding of transferring mechanisms and boundary conditions, and provides more insights into the theory than just investigating the direct effects.

An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia

The aim of the current study was to examine passengers’ perceived satisfaction with a monorail system by determining the factors that dominated their perception. For this study, 417 data points were collected through face-to-face questionnaire surveys in Kuala Lumpur, Malaysia, from 20 September 2019 to 10 December 2019. The study involved the use of several assessments to ascertain how the perceived satisfaction of passengers with the monorail service was influenced. The tests predicted which service factors fuelled this satisfaction and included an exploratory factor analysis, Spearman’s correlation test and an artificial neural network (ANN) model (termed the multilayer perceptron neural networks model) with a feed-forward backpropagation algorithm. The findings that were produced by these methods of analysing factors revealed the extraction of eight service-quality features as the key influences on the perceived satisfaction of passengers. The correlation test results revealed that these factors have a significant and positive relationship with perceived satisfaction. Finally, the ANN model with the optimum neuron number in the hidden layer is seven neurons. This model found that the dominant service quality factors that contributed to influencing passengers’ perceived satisfaction levels were (i) the provision of information, (ii) facilities, (iii) signage. The results of this study will benefit service providers, policymakers and planners in formulating effective strategies to enhance passengers’ satisfaction with the monorail service and increase the ridership.

Service Quality and Patient satisfaction in Lean hospitals, Malaysia during the Covid-19 pandemic

Patient satisfaction and healthcare service quality are tied together. During Covid-19 pandemic, Lean hospitals have experienced numerous of issues, resulting in drop in service quality and severe impact on patient satisfaction. To understand the patient expectation during the pandemic, service quality of Lean hospitals are further evaluate with employing the SERVQUAL model. 467 questionnaires were collected from the outpatient in the 52 Lean hospitals using non-probability quota sampling method. From the Partial least squares structural equation modelling (PLS-SEM) findings shows that all service quality aspects, reliability, assurance, tangibles, empathy and responsiveness has significant relationship with patient satisfaction. Particularly, patients view empathy as the most significant factor in service quality during the pandemic, whereas the healthcare reliability is discovered to have less influence in explaining the patient satisfaction. A success healthcare system's primary purpose is to ensure all people receive high service quality, respectful treatment and satisfaction to protect their health and well-being. Therefore, the findings provide valuable insights on the perception and expectation of patient towards the healthcare service quality measurement for future improvement. To safeguard the patient satisfaction, Lean hospitals must ensure that (1) sufficient care and attention given to patient to serve patient’s best interests, (2) be responsive to assist and provide prompt services, (3) regularly monitor and ensure the equipment condition and the healthcare environment are clean and appealing, (4) provide professional service throughout interactions to reassure patient with skills and knowledge, and (5) provide timely service with a high accuracy and consistency of medical information.

COVID-19 and people's continued trust in eHealth systems: a new perspective

ABSTRACT Individuals’ use of eHealth services has increased significantly. However, the recent pandemic of coronavirus disease 2019 (COVID-19) has resulted in a significant reallocation of health resources and support. This study investigated the impact of service quality dimensions on individuals’ continued trust in eHealth during COVID-19. A decision-making trial and evaluation laboratory (DEMATEL) approach was used to identify and analyse the causal relationships between service quality dimensions and individuals’ continued trust in eHealth services. A total of 134 eHealth users (78 males and 56 females; aged 29–61 years) responded to the DEMATEL questionnaire. The results showed a variation in the impact of service quality factors on individuals’ continued trust in eHealth services. This study found three core factors (responsiveness, assurance and tangibility) that influence individuals’ continued trust in eHealth services. Other secondary factors (e.g. content quality, reliability, efficiency and hedonic benefits) were found to be primarily influenced by the core factors. The identified relationships in this study can aid the decision-making process of healthcare providers and increase the efficiency of healthcare delivery.

What influences season ticket holders’ satisfaction and renewal intention? the role of season ticket service quality

ABSTRACT Purpose: The current study investigated the influence of service quality factors on season ticket holder (STH) satisfaction and intention to renew their season tickets. The current study was particularly interested in exploring the unique contribution of the season ticket-specific service quality on STHs’ satisfaction and retention in the context of professional sports. Design/Method: Data were collected from 646 STHs from a Major League Baseball (MLB) team using an online survey. The findings from the hierarchical multiple regression models confirm the influence of the STHs’ team identification, three gameday service quality dimensions (game, facility, and interaction qualities factor), and the season ticket service quality (STSQ) on their level of satisfaction and intention to renew their season tickets. Findings: Hierarchical regression analyses indicated that all groups of predictors contribute to predicting STH satisfaction and intention to renew, together explaining 42.4% and 34.7% of the variances in satisfaction and renewal intention, respectively. Results showed the importance of the season ticket service quality in satisfying and retaining STHs, even after controlling their team identification and gameday service quality. Originality/Value: The findings of this study provide helpful tips for sport managers to ensure important service qualities and train their service employees accordingly.

A Study on Impact of Service Quality Factors Customer retention through Commercial Banks in Virudhunagar District

Some of the research work conducted in this area is led to undertake an aspect that has not been much identified. The research literature reviewed so far shows that the customer retention is a very interesting and important topic in the service industry especially in banking industry. Service quality is usually understood as a measure of how well the level of the delivered services matches customer’s expectations (Santos, 2003). Most of the Indian Banks perform the same function & therefore customers place service quality on the top in their priority list while choosing a particular bank. Therefore, banks prosper or decline majorly depend on the quality service offered to the customer and due to this reason majority of the banks in India have placed service quality at the top of the list of business strategy. For this study the researcher have chosen six commercial banks out of 10 public sector banks and 04 private banks working in the Virudhunagar district (Tamilnadu) India. The customers of these banks are considered as respondents of the study. It is descriptive because descriptive data were collected through detailed customer survey and interviews. It is also explanatory since it tried to explain the relationship between the service quality in banking and customer retention, also realized that for better understanding of the relationship between service quality and customer retention. The researcher have used a judgmental sampling method to select samples for the study. In this research the researcher have selected 120 respondents to obtain required primary data. Service quality is commonly noted as a critical prerequisite for establishing and sustaining relationship with valued customers. Several studies have shown that a high level of customer service quality can exert a positive influence on customer satisfaction and retention. Therefore, customer retention is considered here as dependent variable and it depends upon service quality of commercial banks

RCS(Rich Communication Services)의 품질요인이 지속이용 의도에 미치는 영향

As untact service has expanded recently due to the COVID-19 pandemic, Rich Communication Services(RCS) are emerging as a tool to maximize the effects of digital marketing by reinforcing their two-way communication. There is a need for an approach to promote service qualities based on these characteristics. This study investigates the relationship between the service-quality factors of RCS and the intention of continuous use from the users’ perspective, including the eligibility of information from various information and contents, interactivity to enable two-way communication, and stability of platform-based services. The study used the basic concept of technology acceptance in which Technology Acceptance Model(TAM) was utilized for explaining the acceptance behavior of RCS. This study also analyzed the direct and indirect effects of affecting factors on the intention of continuous usage.

Online Grocery Shopping Behavior among Consumers in Singapore

The globalization trend during the Covid-19 pandemic showed that there are more consumers willing to shop online than visit physical stores. The purpose of this study is to investigate the influence of convenience, service quality, and social factors on consumer online grocery shopping behavior in Singapore during the Covid-19 pandemic. Data were collected from 153 respondents in Singapore via a survey, which was distributed through an online platform. A cross sectional study was applied, and the research instruments used were adapted from several past studies. Research hypotheses were analyzed using partial least squares structural equation modeling (PLS-SEM). The results indicate that convenience (β = 0.360, t = 4.063, p < 0.01) and service quality (β = 0.416, t = 5.495, p < 0.01) significantly influence consumer online grocery shopping. However, social factors (β = 0.042, t = 0.490, p > 0.05) have no significant influence on consumer online grocery shopping. With the help of the Theory of Planned Behavior, the present study has provided support for previous studies as well as clarified the roles played by convenience, service quality, social factors in consumer online grocery shopping behavior in Singapore.

A COMPARATIVE STUDY ON SERVICE QUALITY OF OLA AND UBER IN COIMBATORE

Taxi is a type of vehicle leasing service, which includes hiring the services of a driver along with the vehicle. The study was undertaken for customers of Uber and Ola in India to assess the Service quality of Uber and Ola from the customer’s perspective. The study also aimed to identify differences between expectations and perceptions of customers from service quality dimensions and compares differences between Uber and Ola. The objectives of this study were achieved by using the structured questionnaire. The questionnaires were distributed amongst 120 customers in Coimbatore. The findings revealed that there was a disconnect between consumer expectations and views on the factor of service quality. Keywords: Service quality, Ola, Uber

The Relationship of Facebook Messenger Marketing to the Purchasing Intention of the Consumers of Philippine MSMEs

Philippines, as the social media capital of the world, has the highest social media usage rate, with over 60% higher than the average rate for other countries and which amounts to an average of 11 hours of usage per day, as of 2021. Compared to over 9 hours per day last 2019, it is evident that the pandemic caused a spike in the statistics since more people are on their phones while staying at home. From the start of the pandemic, the use of social media platforms including Facebook Messenger for marketing product and service offerings from MSMEs has also increased. The restrictions brought upon by the rise of COVID-19, made MSMEs integrate the use of these platforms to market their products and connect with their consumers by providing online customer service. 300 respondents were asked to answer the survey which involves questions about service/web qualities and purchase intention to which the researchers discovered the significance of informativeness, assurance, and empathy towards the purchase intention of the consumers in encountering messages from MSMEs on Facebook Messenger. It was found that web and service quality factors affect the purchase intention of the respondents positively to a certain degree. This study has shown that most people prefer to use Facebook Messenger when it comes to purchasing things online. Different levels of significance with purchase intention were found among different factors of marketing messages sent through Facebook Messenger. Informativeness, assurance, and empathy are the ones that are significantly correlated with purchase intention. Whereas Access, Reliability, and Responsibility have a lower significance with Purchase Intention.

PENGARUH KUALITAS PELAYANAN, SUASANA RESTO DAN HARGA TERHADAP KEPUASAN PELANGGAN

A very important role for a trading or service company is marketing. An attractive marketing strategy is to be able to maintain advantages, improve the quality of products and services as well as prices that are appropriate in the eyes of customers. In order to maintain the business cycle, service companies must pay attention to the quality of service and the atmosphere of the restaurant so that customers feel comfortable. The type of research used is descriptive research. This research was conducted on 100 respondents of Sushi Tei Ciputra World Surabaya customers. The sampling technique used in this study is the incidental technique. The data analysis techniques used are (1) validity and reliability test of the questionnaire items, (2) multiple linear regression test. Then the regression model is tested for the hypothesis that is simultaneously (F test), partially (t test) and the dominant variable. This study aims to explain the causal relationship between service quality factors, restaurant atmosphere factors and price factors on customer satisfaction through hypothesis testing. Based on hypothesis testing, it was obtained that simultaneously the service quality factor, restaurant atmosphere factor and price factor had an influence on customer satisfaction of 14.394. And when viewed from the Adjusted R Square that is equal to 28.9%, while based on the t test (partially) the component of the service quality variable that dominantly affects customer satisfaction is 0.450.
 

선택실험법을 이용한 커피전문점 서비스품질 요인의 가치추정

This study aimed to derive optimal choice pairs according to respective property levels of coffee shop service quality factors by using the choice experiment method and estimate their value. Based on previous studies and focus group interview results, a total of five properties—human service, physical environment, additional services, coffee quality, and price of Americano—were divided into three levels. Through orthogonal array design, the number of reasonable alternatives for the survey has been found to be 36, and a total of 18 choice sets have been derived. The survey collected a total of 700 valid samples by targeting men and women who had visited a coffee shop in the metropolitan area in the past year. As a result of the analysis, it has been found that customers were willing to pay 264 won more when human service was improved to a high level and 526 won more when the physical environment was enhanced to a high level. Meanwhile, it has been identified that additional services have reversed lost value by 476 won when they are improved to a high level. Also, coffee quality reversely lost its value by 557 won when improved to a high level and 546 won when enhanced to a very high level. This study is academically meaningful in the sense that it first provided an adequate value level regarding respective properties by estimating marginal willingness to pay, and secondly, it provided significant basic data for coffee shops in setting reasonable coffee prices and establishing highly effective investment strategies.

An analysis of foreign residents’ perceptions and behaviors regarding digital government portal services in the Republic of South Korea

Governments have made significant investments to deliver information and services to governmental institutions, citizens, and businesses through e-services. The re-adoption of such governmental services has been focused on in various studies. However, this study focuses on the post-adoption of digital government services and information system quality. Therefore, evaluating the digital government portal services from the user's perspective is important. This study proposes an expanded conceptual framework that includes confirmation of expectation and perceived functional benefits as mediating variables based on continuance literature and information systems’ performance. Online and offline surveys were conducted to get the responses of emigrants in the Republic of Korea to assess the proposed relationship among the variables. Overall, 371 samples were collected and analyzed. The regression and mediation analyses were performed using the Macro PROCESS model. The results indicate that confirmation of expectation and perceived functional benefits significantly predict the foreigners’ continuance intention as Korean digital government websites users. The study also confirms the direct and indirect impacts of digital government services quality factors on continuance intention through perceived functional benefits. However, it does not find evidence for the influence of confirmation of expectation as a mediator. The research concludes with positive implications for academicians, governmental policymakers, and the overall body of knowledge. Points for practitioners The results of this study indicate that government officials should concentrate on technical features and psychological characteristics to understand people's intention for e-service continuance. The relation of digital government facilities with perceived functional benefits enables lawmakers to establish responsive and quick service portal systems. Besides, the government can help users by providing 24-hour customer support, electronic assistance desks, and users’ manuals to increase the consistent use and efficiency of government systems.

Faktor-faktor Penentu Bagi Pelanggan Bukalapak.com Dalam Memutuskan Pembelian: Citra Perusahaan dan Kualitas Pelayanan

<strong><em><span>The purpose </span></em></strong><em><span>of this study was to examine the factors of corporate image and service quality of Bukalapak.com. in influencing the purchasing decisions of Bukalapak.com customers.<strong> Methodology </strong>Testing the hypothesis using multiple linear regression analysis with the help of SPSS. Data was collected through distributing questionnaires to 100 respondents by accidental sampling.<strong> The findings </strong>show that the decision to buy Bukalapak.com customers is determined by the company's image and quality of services provided.<strong> Suggestions </strong>The quality of service from Bukalapak.com needs to be continuously improved and maintained to be of good quality according to customers. And the company's image needs to be improved continuously through active promotion and socialization. And the selection of stores that are members of Bukalapak also needs to be selected and evaluated strictly to continue to improve the company's good image.</span></em>

Factors Affecting the Adoption and Use of Internet Banking In Tanzania

This paper evaluates the use of Internet banking services in Tanzania. In surveying and evaluating selected bank websites in Tanzania, factors that affect the adoption and usage of Internet banking have been identified. The respondents were drawn from six (6) Banks in Arusha City using convenient and judgmental sampling. 284 surveyed questionnaires were distributed with five (5) instruments and nineteen (19) measurement items; only 275 were completed and collected for further analysis. The population of this study focused on potential bank customers who were internet users. Judgment and convenient sampling were employed to provide the information required. Data was analyzed using a combination of Web Assessment Index and the Structural Equation Model (SEM) method. The findings from surveyed bank websites and SEM show that ease of use, service quality, trust and transactional factors significantly affect the use of internet banking. The obtained findings provide useful insight for bank managers in developing appropriate marketing strategies to meet customer satisfaction and will assist both practitioners and academicians in doing future empirical research to understand better common factors for both users and banks as all of them are key players in the success of internet banking services.

Modelling of the Cloud Service Quality Factors Using ISM

In today's world, it is appallingly hard to run a global business, spread over multiple continents without adopting cloud computing technology. Cloud computing makes it easy, saves bucks, reduces IT burden, and helps organisations to focus on customer requirements, market strategy, growth, revenue, and profit, etc. While the organisations are busy planning, selecting, migrating their core business data and applications to the cloud, at the same time it is pertinent to evaluate the service quality of cloud service providers. This will help organisations to adopt the right cloud service provider as per their business requirements. Eleven cloud service quality factors have been explored through an extensive review of the literature and then interpretive structural modelling (ISM) has been used to find out the driving and dependent factors of the cloud service quality and contextual relations among them. This study reveals six driving factors of the cloud service quality namely availability, reliability, scalability, security, service responsiveness, and usability.

Evaluation Model of Student Satisfaction in International Student Education Based on Neural Networks

Artificial neural network (ANN) theory is a rapidly developing information science around the world. The Back Propagation (BP) network is one of many artificial neural network types. It is a multilayer feedforward network with sophisticated nonlinear mapping capabilities. It is actually a relatively complex and nonlinear comprehensive decision-making problem when taking into account the comprehensive evaluation of test scores based on evaluation indicators that reflect the quality of the test papers. The five major factors of education service quality are tentatively proposed in this paper, which uses a neural network to model and analyze it. This paper examines the five factors of the education service quality evaluation model one by one and analyzes the issues that exist in the education service quality of international students in China. According to empirical research, overall satisfaction with the quality of education service in Guangxi among foreign students in China is low, and subindicators of education service quality are unbalanced. This paper analyzes the reasons for this situation from the three levels of service consciousness, emotional investment, and professional quality and proposes that the main task of improving education service quality is to optimize the entire service process, in order to narrow the gap between foreign students’ expectations and actual perceptions of educational services.

Today’s factors of user satisfaction with library services and their quality

Library user satisfaction is traditionally related to meeting his/her information needs. For long, “user satisfaction” was considered to be a relative indicator as the libraries were established in adapted spaces in Azerbaijan. “The service management” concept put this problem on the agenda. Today, within the context of Azerbaijan economic development, the libraries and information organizations meet the world standards which makes the user satisfaction issue relevant. The authors examine the factors of user satisfaction and reveal strong and weak points of library and information activities in Azerbaijan. The study is based on SERVQUAL model. The Customer Satisfaction Index (CSI) was calculated and assessed according to Laykert-а scale of 1 to 7, and the threshold index. Based on the analysis findings, ergonomic environment, provision of new information, staff expertise and openness of managment innovations were identified as the key factors of user satisfaction and service quality. The authors emphasize the importance of international standards and exeprience exchange in the area under consideration and the need for new approaches, models and assessment methods.

The Influence of Location, Promotion and Quality of Service Factors on The Customer's Decision To Choose Murabahah Financing At The Branch Office of BPRS Al Salaam Amal Salman Depok

Murabaha financing is one of the most sought after financing by the people of Indonesia. Therefore, it is important to know what factors influence the community in choosing murabahah financing to meet their needs. So, the purpose of this study was to determine whether the factors of location, promotion, and quality of service affect customer decisions in choosing murabahah financing. This research includes quantitative research with sampling technique is probability sampling. The data processing and analysis techniques used are descriptive statistical analysis, classical assumption test, F test, t test, Adjusted R square test, and multiple linear regression analysis using SPSS Statistic 25. The results of the study that have a significant effect on customer decisions to choose murabahah financing are factors location and quality of service based on the results of tcount = 5.395 > from ttable 1.987 and tcount = 6.603 > from ttable 1.987. While the promotion does not affect the customer's decision to choose murabahah financing based on the results of the value of tcount = 1.954 < from ttable 1.987.

Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry.

The aim of this research is to examine the impact of service quality on customer satisfaction in the post pandemic world in auto care industry. The car care vendor in the study made effective use of social media to provide responsive updates to the customers in the post pandemic world; such use of social media provides bases for service quality and customer satisfaction. The study examined the relationship between service quality and customer satisfaction using the SERVQUAL framework. According to the findings, empathy, reliability, assurance, responsiveness, and tangibles have a significant positive relationship with customer satisfaction. Our findings suggest that it is critical for workshops to recognize the service quality factors that contribute to customer satisfaction. Findings also suggest that empathy, assurance, reliability, responsiveness, and tangibles contribute to customer satisfaction. Auto repair industry must regularly provide personal attention, greet customers in a friendly manner, deliver cars after services, notify customers when additional repairs are required, and take the time to clarify problems to customers. Furthermore, workshops must screen and hire courteous staff who can clearly communicate the services required to customers both in-person and online and effectively communicate the risks associated with repairs. Service quality seems to be aided by prompt services.