Service Quality Factors Research Articles

The Influence of Convenience on the Usage of Learning Management System

The advancement in internet-based learning technologies together with the national agenda towards globalized online education in Malaysia have prompted the learning management system (LMS) to become an important channel for institutions of higher education to effectively deliver education to students. Since user resistance has been known to be a stumbling block in the implementation of the LMS, it is crucial for the institutions to acknowledge that comprehensive adoption by users relies heavily on user acceptance. Moreover, since some institutions may have even made it compulsory for students to use the LMS, user acceptance of the LMS should be studied in the sense that using LMS is likable and pleasurable. Although the features of the technical capability of the LMS are important, it has been asserted that having the feeling of personal convenience when using the LMS is even more important to the users. With the amount of financial effort and manpower involved in implementing the LMS by institutions in Malaysia towards fulfilling the online learning agenda of the nation, it is important to study whether the convenience factor as an individual impact can play the partial role of influencing Malaysian students’ satisfaction of the LMS which would in turn influence them to use the LMS. Based on the Information System Success Model by DeLone and McLean, this study establishes vital process factors regarding the LMS usage among university students in Malaysia. Hence, in this study, LMS usage by students is measured by the degree of students’ acceptance of the LMS. An online survey has been done to collect data from 212 students of two large public universities in Malaysia. Structural equation modeling has been used to test the relationships in the conceptual model. The results of data analysis using the PLS-SEM technique employed in the study have indicated that student satisfaction is positively influenced by factors of information quality, system quality, service quality and convenience. LMS usage has been found to be positively impacted by student satisfaction while student satisfaction has been found to have significant mediation effect. The findings from this study can be utilized by institutions committed towards having successful implementation of the LMS. In enhancing LMS usage by the students, the institutions of higher education can consider focusing on the necessary steps towards increasing student satisfaction. Meanwhile, to increase student satisfaction, apart from improving the information quality, system quality and service quality, institutions should also seriously consider promoting the LMS to the students by highlighting the individual impact of the LMS in terms of convenience.

Frontline nurses’ appraisal of organizational attractiveness and the role of management support, interdepartmental collaboration climate and service quality of care

PurposeThis paper aims to examine the factors related to organizational attractiveness (OA), a concept originating in the strategy of employer branding. Previous research on OA has predominantly adopted the perspective of external applicants. In contrast, the present study takes the perspective of internal and current employees, extending further the scope of studies on OA.Design/methodology/approachQuantitative data were collected from a survey consisting of a sample of 164 nurses, all employees of public hospitals. Confirmatory factor analysis and structural equation modeling were used to analyze the data. Furthermore, the indirect effects were tested by mediator analysis.FindingsInterdepartmental collaboration climate, management support and service quality of care were shown to have a positive effect on OA, with the three factors explaining 45% (R2 = 0.45) of OA. The relationship between management support and OA was found to be mediated through the interdepartmental collaboration climate, and that between the interdepartmental collaboration climate and OA was found to be mediated through the service quality of care.Originality/valueThis study contributes to an understanding of OA from a current employee perspective. Specifically, it reveals how the three factors of interdepartmental collaboration climate, management support and service quality of care influence and shape the perception of current employees (nurses) toward the attractiveness of their organization.

Analysis of Quality Factors of Service to Patient Recommendations at Pondok Indah Bintaro Jaya Hospital

The health industry from year to year experiences continuous development, this causes competition to maintain and increase the quantity of patients becomes increasingly difficult. Pondok Indah Bintaro Jaya Hospital as one of the industries engaged in health care services feels the impact of this health care industry competition. This study aims to determine the factors that influence the quality of service (SERVQUAL) and its influence on patient recommendations at Pondok Indah Bintaro Jaya Hospital. Respondents of this study were the patients of Pondok Indah Bintaro Jaya Hospital with the number of research respondents set at 99 respondents. This research was included in the survey method, where the data collection instrument was carried out using a five-dimensional quality service questionnaire which was measured based on the patient's perceptions and expectations using a 4-point Likert scale about the overall quality of service that was felt by patients at Pondok Indah Bintaro Jaya Hospital. This study uses Partial Least Square (PLS) analysis with the help of the PLS 3.2.7 software program as an analytical tool and the sampling method uses a stratified purposive sampling. The results of this study can be seen that patients who recommend the Hospital feel satisfied with the services provided, especially in terms of Assurance and Tangibles. But overall that (Y1) Quality of Service has a positive or significant direct effect on (Y2) Recommendation of patients with a value of 0.571. This indicates that patients who seek treatment and use Pondok Indah Bintaro Jaya Hospital Services feel Satisfied with all the services that have been given and will recommend services that have been felt to others. Keywords: SERVQUAL, Service Quality and Patient Recommendations.

Impact of Social Media Application Qualities on Using Them for Daily News

A model is introduced to investigate the effect of social media application qualities on the using of these applications for daily news. A standard questionnaire was designed and distributed among randomly selected social media users in the city of Neyshabur in Iran. The content of the questionnaire was validated by experts and its reliability verified using Cronbach's alpha. Random sampling was used identify participants. The SmartPLS software was used to investigate the research findings. Structural equation modelling is used for data analysis. The results show that the factors of system quality, information quality, service quality and personalization of applications affect their perceived usefulness. System quality and service quality affect the perceived ease of use of applications. However, information quality does not affect perceived ease of use. Also, the results show that perceived usefulness has a greater effect (with a path coefficient of 45%) on the attitude in respect of perceived ease of use (path coefficient of 26%). Personalization has the most positive impact on perceived usefulness and service quality has a great impact on perceived ease of use. Facilitating conditions have a positive impact on the use of social media and their use for news. Furthermore, the results show that the factors that affect the use of applications in Telegram are better than those in Viber. These findings justify why Iranian people migrate from Viber to Telegram as their social media application.

Retracted: Multi constrained network feature approximation based secure routing for improved quality of service in mobile ad‐hoc network

AbstractThe mobile ad‐hoc network is well studied on the routing issues, and the security constraints around achieving higher quality of service (QoS) values are well analyzed. The main task is to establish the path to the target with reliable intermediate nodes based on quality parameters because of the lack of node mobility and central management. In a multi‐constrained QoS issuance, more than the QoS requirements must be satisfied at the end of the application. There are several secure routing protocols available to improve the QoS of Manet by routing packets securely. However, they do not meet the performance requirements. To solve this problem, and efficient Multi‐Constrained Network Feature Approximation (MCNFA) technique is proposed based on safe routing. The method first determines the list of paths between source and destination. According to that, the method approximates the congestion, latency, and hop count values for each route. According to the value obtained in approximation of various parameters, the legitimate weight is computed for all the routes towards the destination. According to the value of the legitimate weight, a single route is selected to perform data transmission. The MCNFA approach improves the routing performance and increases the throughput ratio and other QoS factors. The performance of the proposed method will be assessed using NS2 simulation. The results show that the proposed scheme can maintain a longer network lifecycle in tight scenarios suitable for delay‐tolerant networking. The performance is compared with energy recognition and MCNFA technique‐based energy‐saving routing protocols in various QoS scenarios.

Analisis Faktor-faktor Munculnya Word of Mouth Mempengaruhi Keputusan Berkuliah di Universitas Teknologi Sumbawa

Many universities at the national and local levels have resulted in the emergence of competition between universities in obtaining prospective students. Therefore, universities have to show all their potential and advantages in every aspect, including the Universitas Teknologi Sumbawa (UTS), even though it is ranked in the top five universities in West Nusa Tenggara. This study aims to analyze the factors of service quality, customer satisfaction, and experiential marketing that UTS has implemented has influenced the marketing of word-of-mouth techniques optimally or not in attracting prospective students to study at UTS. This study's results can provide an overview for UTS in providing services to students with administrative services carried out by staff and lecturers in teaching. This study's population was UTS students who were still actively studying with a research sample of 165 students. In order to achieve the objectives of this study, questionnaire data from respondents were tested by using the Structural Equation Model (SEM) method using LISREL 8.8 software. The research results obtained a structural equation: word of mouth = -21 × service quality + 0.3 × customer satisfaction + 0.71 × experiential marketing with R2 = 71%. The hypothesis testing results show that of the three variables, only experiential marketing variables have a positive and significant effect on UTS students' word of mouth decision.

Influence of Online Reviews on Student Satisfaction Seen through a Service Quality Model

University or college is a challenging reality leading to a sometimes elusive career path. By consulting social media and review websites, students have more alternatives to consider in their choice determination. This study develops a multifaceted model to recognize the influence of service quality and e-word of mouth on customer satisfaction and the impact of customer satisfaction on word of mouth. Data gathered from a sample of 150 university students are analyzed by SPSS and PLS-SEM. The findings indicate that service quality dimensions and e-WOM have positive impacts on customer satisfaction. Furthermore, this study reinforces that customer satisfaction has a positive influence on customers’ WOM intentions. This research recommends that university management should consider the importance of service quality factors and social media channels to meet and exceed students’ expectations in order to bolster the quality of services and boost customer satisfaction.

PENGARUH HARGA, KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI PERCETAKAN INDOPRINT KALTIM MANDIRI SAMARINDA

This study aims to determine: The Effect of Price, Product Quality and Service Quality on Customer Satisfaction at Indoprint Kaltim Mandiri Samarinda Printing. The sample was taken using the Slovin formula with a total of 97 respondents. The data collection technique uses a questionnaire, the data presented is data obtained from the respondents' answers, using arithmetic tools with the SPSS version 22 program and analyzing the value of multiple linear regression. The results of this study indicate the variable Price (X1), Product Quality (X2), and Service Quality (X3) have a positive effect on Customer Satisfaction (Y), but only the Price variable has a significant result and is the most dominant.
 The closeness of the relationship between Price, Product Quality and Service Quality to Consumer Satisfaction in choosing the Indoprint Kaltim Mandiri Samarinda printing company is 0.922, with the value from the interpretation table correlation coefficient 0.80 - 1.00. This is able to explain that there is a very strong relationship between Price, Product Quality and Service Quality on Customer Satisfaction in choosing the Indoprint Kaltim Mandiri Samarinda printing company.
 Price, product quality and service quality affect consumer satisfaction by 85.00%. These results indicate that 85.00% of which affects customer satisfaction by the factors of price, product quality and service quality, while 15.00% is influenced by other factors not examined by this study.

ANALISIS MUTU LAYANAN DAN TINGKAT KEPUASAN SISWA DALAM PEMBELAJARAN DARING SELAMA MASA PANDEMIC COVID 19 PADA SD KRISTEN SATYA WACANA SALATIGA

This study aims to review the factors of service quality at Satya Wacana Christian Elementary School Salatiga and see the components that affect student satisfaction levels during the Covid 19 pandemic. This research is a descriptive qualitative study to analyze service quality and student satisfaction levels using an analytical model. SERVQUAL service quality. The subjects of this study were teachers, students, and parents of students in the Satya Wacana Christian Elementary School, Salatiga. Data collection was carried out by means of documentation, namely by collecting school documents, interviews, and distributing questionnaires to school principals, teachers, students, and committees. school or student's parent representative. Through this research, it can be seen the factors that affect the quality of service and the level of student satisfaction at the Satya Wacana Christian Elementary School, Salatiga.

Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Service quality is an important factor for a successful company. The SERVQUAL model is widely used. However, it has been controversial over the past 30 years. This research aims to develop a service quality measurement model that can be supported in conceptualization and universal applicability, and uses this model to identify the most important key factors of service quality for three industries. First, based on the theory of consumption values, this study used conceptualization and the modified Delphi method to develop a service quality assessment model—the consumption values-based service quality model (CV-SQ). The CV-SQ model was then used in conjunction with the fuzzy linguistic preference relations (Fuzzy LinPreRa) method to address MCDM problems. The findings suggested that the most important key factors of service quality comprised safety in the aviation companies, innovativeness in the travel agencies, and comfort in the hotels. The CV-SQ model can be supported by theoretical and empirical tests in conceptualization and universal applicability, and has made theoretical contributions to service quality management. The research results have provided practical contributions to the improvement of service quality in the three industries. What is more noteworthy is the weight of epistemic value ranked first and second among the three industries, but it had not been included in any service quality aspect classification schemes during the past three or four decades.

A Cross-Cultural Perspective on the Blended Service Quality for Ride-Sharing Continuance

This research aims to elucidate the service quality factors influencing customer satisfaction with ride-sharing services. Particularly, this research compares Chinese and US consumers to identify the influence of national culture on user attitudes. Empirical research was conducted via two online surveys in China and the US. Data were collected and analyzed using partial least squares (PLS) analysis. The results show that while the satisfaction of the Chinese ride-sharing consumers was affected primarily by reliability, followed by platform assurance and empathy, the satisfaction of American consumers was influenced mainly by the conditions of ride-sharing vehicles (tangibles). The PLS-MGA results indicate that satisfaction with ride-sharing services had a significantly stronger impact on American than on Chinese continuance intention. Managerial implications are provided.

A Comparative Study of Interest Free Banking Practices in Ethiopia Private Commercial Banks Between Oromia International Bank and Oromia Cooperative Bank in Dire Dawa Districts

The purpose of the study was to assess interest free banking practices in Ethiopia private commercial banks Oromia International Bank and Oromia Cooperative Bank in Dire Dawa. The researcher was used descriptive survey research design and multistage sampling techniques (both probability and non-probability techniques) to reach at the specific respondents. In this study was employed a descriptive and also inferential statistics such as such as independent-samples t-test and ordinal logistic (O logit) regression to see the effects of independent variables on dependent variable by using Statistical Packages for Social Sciences (SPSS) version 26 software. More specifically five interest free banking practices factors identified in the study; which are Awareness, Compatibility, Complexity, Perceived trust and Relative advantage with implementation of interest free banking (IFB) practices in private commercial banks. The Nagelkereke R 2 indicates the model can for 63.3% of the variance in the implementation of interest free banking practices. The survey findings also revealed that interest free banking service it shows that “Complexity” have statistically insignificant and negative relationship with the implementation of interest free banking service. Thus, banks need to take these factors into account when developing their interest free banking services to ensure the success of their Islamic banking products and services. Banks need to enhance accessibility, profitability and service quality factors. Keywords: Awareness, Compatibility, Perceived trust, Complexity, Relative Advantage, Implementation of IFB DOI: 10.7176/EJBM/13-19-05 Publication date: October 31 st 2021

중국 배달 앱 서비스 품질 특성이 이용자의 지각된 가치에 미치는 영향 연구

Purpose The purpose of this study is to examine the effect of service quality characteristics on the perceived value of users with consumers who have experience in using delivery apps in China, which is the largest market in the world. Methods For research analysis, samples were secured through an online survey with Chinese consumers and statistical tests were performed using IBM SPSS 26. Hierarchical regression analysis was conducted to test the research hypothesis, and 3-step mediated regression analyses and moderating effect analyses were performed for mediating effect analysis. Results Convenience, reliability, and stability among the service quality factors were found to have significant positive (+) effects on the perceived value, but informativity was found to have no significant effect on the perceived value. Social impacts had mediating effects between service quality and perceived value, but there was no moderating effect of personal innovativeness between service quality and perceived value. Conclusion The service quality factor to which Chinese consumers give top priority when using delivery apps is stability. Therefore, online service quality should be managed so that consumers can use the service feeling easy by securing the stability of information security.

델파이 기법을 이용한 항공서비스학과의 교육서비스품질 측정도구 개발 연구

This study aims to develop the measuring instrument of the educational service quality that can be applied to the department of airline services in universities, and reveal the dimensions that reflect the characteristics of the department of airline services in universities. To achieve the purpose of this study, the initial measuring instrument of the education service quality was derived through the thorough analysis of the previous studies, and the contents of the measuring instrument were developed through conducting three rounds of Delphi surveys. The results showed that the educational service quality factors in the department of airline services were identified 7 dimensions and 42 items which were global support factors, employment support factors, education factors, professor factors, reputation factors, environmental factors, and department management factors.<BR> This study suggests the direction of education that the department of airline services should aim for, and provides implications for efficient department operation to improve the department of airline services’ specialty and educational service quality in the future.

The Impact of Service Quality on the Competitiveness of Retail Banking Service in Vietnam

This study aims to measure the impact of service quality factors on the retail banking competitiveness of commercial banks from the customer perspective. The initial hypothesis is that there are 5 service quality components affecting the competitiveness of retail banking services including: reliability, tangibility factors, assurance, responsiveness and empathy. The research data was collected through a survey of 346 individual customers who had been using banking services in Vietnam. Descriptive statistical methods, exploratory factor analysis (EFA), factor confirmation analysis (CFA) and structural equation modeling (SEM) are used in the study. The results show that the factors that have the strongest impact on the competitiveness of retail banking services are: reliability and assurance, responsiveness, and tangibility. The empathy factor does not have a positive impact on the competitiveness of retail banking services. From these results, discussions and some policy implications have been made to improve the retail banking competitiveness of Vietnamese commercial banks.

The Influence of External Images and Service Quality on Customer Satisfaction and Revisit Intention in Beauty Service Workers

This study attempted to investigate the influence of external images and service quality on customer satisfaction and revisit intention among beauty service workers and use the results as basic data for the growth of the beauty service industry by maximizing customer satisfaction. The results found the following: In terms of relationships between external images and service quality factors, external images revealed a positive correlation with ‘kindness,’ ‘activeness,’ ‘professionalism’ and ‘accuracy’ with statistical significance (p<.001). They also showed a positive correlation with ‘customer satisfaction’ and ‘revisit intention’ (p<.001) with statistical significance. Furthermore, ‘kindness,’ ‘activeness,’ ‘professionalism’ and ‘accuracy’ revealed a positive correlation with ‘customer satisfaction’ and ‘revisit intention’ with statistical significance (p<.001). As external images improved, customer satisfaction increased. Also, as ‘kindness,’ ‘activeness,’ ‘professionalism,’ and ‘accurateness’ improved, customer satisfaction increased. Furthermore, with improvements in external images, revisit intention also increased. As ‘kindness,’ ‘activeness,’ ‘professionalism’ and ‘accurateness’ were increased, revisit intention also increased. When customer satisfaction improved, revisit intention also increased.

The Effect of Exhibition Service Quality of Medical Tourism In Attendance Satisfaction and Behavioral Intention

With the rapid growth of the medical tourism industry and the increasing interest in related industry exhibitions, this research investigated the effect of exhibition service quality of medical tourism on attendance satisfaction and behavioral intention. A self-administered questionnaire was designed and collected from 353 domestic and international general attendees who visited a medical tourism exhibition. The results show that the critical underlying factors of exhibition service quality of medical tourism were discovered by exploratory factor analysis. The relationship between exhibition service quality, satisfaction, and behavioral intention was also assessed using regression analysis. The results indicated that four important factors of exhibition service quality of medical tourism (i. e., product quality, environment quality, delivery quality, and social quality) were identified. Moreover, social quality was found to have the greatest significant influence on satisfaction, followed by product quality, environment quality, and delivery quality. Attendance satisfaction also significantly influenced behavioral intention. The study determined that a medical tourism exhibition is a useful strategic marketing tool to actively promote the medical tourism industry when exhibition service quality of medical tourism positively and significantly influences attendance satisfaction and behavioral intention. It also suggested that improving the exhibition service quality of medical tourism may lead both domestic and international general attendees to become medical tourists in domestic medical tourism markets.

Adaptive Workflow Scheduling to Increase Fault Tolerance in Cloud Computing

Cloud computing in the field of high-performance distributed computing has emerged as a new development in which the demand for access to resources via the Internet is presented in distributed servers that dynamically scale Are acceptable. One of the important research issues that must be considered to achieve efficient performance is fault tolerance. Fault tolerance is a way to find faults and failures in a system. Predicting and reducing errors play an important role in increasing the performance and popularity of cloud computing. In this study, an adaptive workflow scheduling approach is presented to increase fault tolerance in cloud computing. The present approach calculates the probability of failure for each resource according to the execution time of tasks on the resources. In the present method, a deadline is set for each of the tasks. If the task is not completed within the specified time, the probability of failure in the source increases and subsequent tasks are not sent to the desired source. The simulation results of the proposed method show that the proposed idea can work well on workflows and improve service quality factors.

RANKING SERVICE QUALITY USING MULTI-CRITERIA DECISION-MAKING METHODS: EXAMPLE OF ERZURUM PROVINCE

In the tourism sector, where competition conditions are getting stiffer, some of the essential factors to hotels stay operational include the need to achieve a sustainable structure and meet the needs and expectations of customers. One of the ways to ensure that the customer expectations and needs are met at the desired level is through service quality factors which are considered to increase customer satisfaction.This study aims to establish the service quality criteria in three-star hotels in Erzurum and to rank the importance levels of the determined criteria. The MAUT method was used to weight the determined criteria. The results of the MAUT method show that the “Quality of Housekeeping” was the most important service quality criteria in three-star hotels. This was followed by "Front Office Service Quality", "Cleanliness", "Reliability", "Restaurant Service Quality" and "Service and Process Flexibility" respectively. The criteria considered as the least important include "Courtesy and Respect Level" and "Price Availability".

Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Pengunjung Desa Wisata Kebun Bibit Kediri Pada Masa Pandemi Covid 19 KEPUASAN PENGUNJUNG DESA WISATA KEBUN BIBIT KEDIRI PADA MASA PANDEMI COVID 19

&lt;p&gt;Kebun bibit kediri is one of the tourism destinations that offers a variety of attractive tourist objects for visitors from various regions. This study aims to identify the factors that affect the satisfaction of visitors to kebun bibit kediri. This type of research is descriptive quantitative. The population of this research activity was all visitors to kebun bibit kediri tour during the Covid 19 pandemic. The sampling technique was purposive sampling, namely selecting respondents based on certain criteria. The number of research samples were 80 respondents. Methods of data collection using literature study, interviews, documentation, and questionnaires. The research instrument was measured using a Likert scale. Data analysis techniques using factor analysis. . The results showed that based on the factor analysis that had been carried out, it could be grouped. five factors of concern to the manager, namely 1). service quality factor, 2). Emotional factor, 3). Product quality factors, .4). public facilities factor, 5) price factor. but the dominant factor is the service quality factor. By looking at the existing conditions during the covid 19 conditions, it is hoped that the management will increase the factors that can increase the income of kebun bibit kediri.&lt;/p&gt;