Service Quality Factors Research Articles

노인종합복지관 스포츠프로그램 서비스품질요소 분석: Kano모델을 적용한 고객만족계수와 PCSI지수를 중심으로

노인종합복지관 스포츠프로그램 서비스품질요소 분석: Kano모델을 적용한 고객만족계수와 PCSI지수를 중심으로

스포츠이벤트 서비스품질이 지역이미지 및 재방문의도에 미치는 영향: 정읍동학마라톤대회를 중심으로

Sports events, as a vitality system for the local tourism industry, have a very positive effect on revitalizing the local economy and industry, increasing consumption of tourists, and improving local publicity and image. Therefore, this study investigated the relationship between the service quality of local sports events, the local image, and the intention to revisit. The specific purpose of this study is to analyze the effects of service quality factors of sports events on regional image and revisit intention. Second, the influence of regional image on revisit intention was investigated. To achieve the research purpose, empirical analysis was conducted through a questionnaire survey to participants in the Jeongeup Donghak Marathon. Studies have shown that the service quality factors of sports events affect the local image and the degree of revisit. It was also shown that the local image affected the revisit. Based on these results, the improved regional image through sports events is likely to be visited for other festivals or tourism purposes, suggesting that regional image marketing strategies are needed and sports events can play a central role.

Quality of service in the Heineken supply chain, México: an empirical investigation in the west of Mexico

The general objective of this work is to analyze the quality factors of the supply chain service in the western regional direction of the company Cervezas Cuauhtémoc Moctezuma - Heineken México. The analysis was framed in a model proposed by Gohain, Thambiah and Hong (2018) which measures six dimensions of service quality: the object, the process, the infrastructure, the interaction, the environment and social responsibility. A survey was applied as an instrument to collect the responses of active providers in the western region of Mexico. The results were estimated by using STATA 14 to evaluate the relationship between the proposed factors. The results highlight that the quality of the supply chain is influenced by the quality criteria of the product, the process and the interaction. In this way, this research contributes with relevant information that allows them to make quick and practical decisions to use those responsible for the company's supply chain, as well as other economic sectors.

Customer Retention at Republic Bank in Ghana: A Marketing Perspective

In today's highly competitive environment, customer retention is an essential aspect of every banking strategy. The study explores the retention factors that affect the choices of consumers to remain with the Republic Bank in Ghana. The correlation research design was used for the study within which the simple random sampling technique was used. Data were obtained through self-administered questionnaires to 480 customers of the bank. Correlation and multiple regression techniques were used to examine the relationships between customer satisfaction, service quality, customer trust, customer commitment and switching barrier factors and customer retention. The findings revealed a strong positive relationship between switching barrier, customer commitment and customer retention. The study therefore, recommended that Management should pay attention to customer commitment by investing more into customer relationship management that can increase customers’ dependency and inhibit switching.

Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers

This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.

Measuring the satisfaction of employees based on the service quality of (ATM) Automated Teller Machine of the directorate of education in Thi Qar province

The internet and networks have broadened the electronic financial business specifically the transaction of money. The novel banking industry in Iraq countering many obstacles especially security issues. The aggressive competition among the banks to attracting more customers resulting that the quality of the services became the cornerstone. The private banks try to improve the services for the customer by using Automated Teller Machine (ATM). The purpose of this study is describing the explanatory variables for service quality in the research model and examine the effect of service quality variables on employee satisfaction. Two hypotheses were formed to verify if their effect on service quality or not. using Quantitative approach with survey method to quantifies the responses collected via questionnaire. The questionnaires distributed to employees working in the directorate of education are350 just 302was returned and after the examination only 210 questionnaire was valid. Descriptive statistics, Pearson-correlation and multiple linear regression techniques in SPSS were used to analyze quantitative data collected from the questionnaire. the findings are medium agree of ease of use ATM, moderate disagree for accessibility and moderate disagree of security. Regression model finds the service quality factors affect employee satisfaction and as result H1 hypothesis accepted. finally, Pearson-correlation showed a positive relationship to all independent variable on employee's satisfaction and mentioned the highest positive correlation was the ease of use variable.

ANALISA KUALITAS PELAYANAN PASIEN DI IGD RUMAH SAKIT GIGI DAN MULUT “X” SURABAYA

Although service industries are invisible compared to manufacture, the global economy becomes more service oriented. The main characteristic of service feature is their production and sales occur simultaneously. It is quite difficult to measure service performance. However, the service quality of hospital service is considered to be an important topic of service management. IGD Dental and Medical service “X” in Surabaya is one of the hospital which provides Dental and Oral health in particular. This paper aims to identify the importance and performance of “X” Dental and Oral hospital which two methods (SERVQUAL and IPA) are able to explain significant amount of service quality.At the same time, the service quality factors of IPA model had more comprehensive consideration in comparison to SERVQUAL. SERVQUAL has five dimensions named Tangible, Reliability, Responsiveness, Assurance, and Emphaty . The research involving 70 participants. and the result is several dimensions of Importance Performance Analysis were proposed to improve service quality.Performance Analysis is important to improve the quality of services, such as by providing more complete and sophisticated medical facilities and equipment.

Patient satisfaction in the context of public–private partnerships

Purpose This study aims to provide insights into the public–private partnerships (PPP) concept and its performance measurement in the health-care sector, identifying and refining critical success factors, including the perceived quality of health care, as evidenced by patient satisfaction and policy requirements for successful PPP implementation. Design/methodology/approach This theoretical study explores the existing literature on the relationship between service quality and patient satisfaction, to propose a culture-specific conceptual model interlinking the drivers of patient satisfaction with PPP. The in-depth theoretical research focuses on the qualitative performance indicators of PPPs, as well as their corresponding peripheral factors. Findings The research presents theoretical evidence that the concept of patient satisfaction can only be viewed through a multifactor perspective that incorporates demographics of patients, perceived service quality factors and emotions. It is found that significant improvements in service quality and patient satisfaction do, indeed, emphasize the effective role of PPP in hospitals. Practical implications The theoretical model is based on a comprehensive set of both cognitive and affective determinants. And considering these, as well as their causes, effects and interrelations, sets the foundations for testing and for further research to develop. Moreover, the outcomes of this study can be used as a theoretical base for the development of a PPP qualitative performance measurement framework. Originality/value This study attempts to fill the gap in knowledge on service quality and patient satisfaction as qualitative indicators for hospital performance after and toward PPP, while setting explicit factors and opening clear research avenues for further studies to follow.

Factors Affecting for the Service Quality of Three-Wheeler Transportation in Kurunegala City

Public Transport service is vital to the wellbeing of any country. Three-wheeler transportation service in Sri Lanka has become poor in quality and unreliable due to the expectations of passengers. Therefore, the scope of this study was limited three-wheeler transportation in Kurunegala city. Quality service is a procedure of total evaluation of service or product. If the service provider is separate from the service it offers, then the passengers regularly get attached to the service quality. Transportation service in Sri Lanka is in poor quality because it does not meet the passenger expectations and needs. Quality three-wheeler service implementation in urban areas is a main concern to regulators as well as to the passengers. Quantitative research approach has been conducted to analyse data in the study. Therefore, 306 passengers have been used as sample population and then exploratory factor analysis has been used to identify the major quality factors. SPSS version 16.0 has been used to analyse data. There were 19 independent variables taken by referring to past studies. Next, research objectives were identified, nature of service quality dimensions and overall service quality, relationship between individual factors and service quality and significant factors influencing on service quality of three-wheeler transportation in Kurunegala City. Finally, researcher evaluated the overall service quality level of three-wheeler service in Kururnegala city and proposed several solutions to increase the service quality related to three-wheeler transportation. This research also provides some recommendations to develop three-wheeler service in near future and recommendations to make a good quality service to the passengers in order to fulfill the passenger satisfaction about service quality of three-wheeler transportation.

ANALISA KUALITAS PELAYANAN, KEPERCAYAAN DAN KEAMANAN TERHADAP TINDAKAN PEMBELIAN PRODUK SECARA ONLINE

This study will examine the Analysis of Service Quality, Trust and Safety of Online Purchasing Actions. The purpose of this research is to find out how far the role of service quality, trust and security will be in online purchasing and to provide an overview of consumer behavior when considering making a purchase. This study uses a questionnaire as a research instrument to obtain data from consumers who make online purchases with a total sample of 30 people. The analysis tool that will be used is Multiple Linear Regression to test the effect of the independent variable on the dependent variable. The results of the multiple linear regression equation are obtained Y = 0.256 0.613+ 0.115+ e Based on the regression equation, the variables of Service Quality, Trust and Safety all have an influence on Online Purchasing Actions. Results of the F-test. From testing using the F test, it was found 76.513. This figure means that the effect of Service Quality, Trust and Security on Online Purchasing Actions is 76,513. Meanwhile, from the results of the t test there is a relationship between service quality factors of 4,657, security of 6,628, and trust of 4,751. Of the three factors, the security factor is the dominant influence.
 Keywords: Quality of service, Trust, Security and Online Purchasing Actions

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Peserta Bpjs Kesehatan Kc Magelang

Service delivery carried out by service personnel must refer to the main objective of service, namely customer satisfaction. This research analyzes the effect of service quality on the satisfaction of BPJS Kesehatan KC. Using quantitative research methods and primary data using sampling techniques using the Slovin formula using 100 respondents from a total of 1027437 BPJS Kesehatan participants. By using variables tangible, reliability, responsiveness, assurance, and empathy are used to measure the satisfaction of participant services. The results of this study R square (coefficient of determination) obtained R Square value of 0.788 (78.8%), which means 78.8% of service satisfaction variables are influenced by tangible variables, reliability, responsiveness, empathy, and assurance and the remaining other variables outside the research variables. There is a partially significant effect consisting of the variable reliability, empathy, and assurance that affect service satisfaction. While variables tangible and responsiveness do not affect customer satisfaction. BPJS Kesehatan KC Magelang must pay more attention and improve service quality factors, namely tangible and responsiveness so as to provide service satisfaction for participants.

LEVERAGING BIG DATA AND ARTIFICIAL INTELLIGENCE FOR SERVICE INNOVATION IN MARKETING

This research was conducted to examine the antecedents of perceived service quality (PSQ) factors in Airbnb by using Big Data and Artificial Intelligence. The findings include that the SERVQUAL model requires adjustment in this context, and it is well-enhanced by cognitive and attitudinal factors, including intimacy, authenticity, privacy, and security.

Assessment of the quality of anticoagulation management with warfarin in a tertiary care center.

Objectives:To evaluate the quality of an anticoagulation clinic in a tertiary hospital and identified factors affecting the time in the therapeutic range (TTR) and its relation to different complications.Methods:This single-center retrospective study conducted between March 2015 and June 2016 included 1914 patients receiving warfarin therapy. They were divided into 4 warfarin indication groups: non-valvular atrial fibrillation (AF) (n=403), valvular AF (n=227), prosthetic valves (n=700), and venous or pulmonary embolism (n=584).Results:The median age was 56 (25th, 75th percentiles: [45, 67]) years, and 53.2% were female. The median TTR was 0.52 (0.28, 0.76). Low hemoglobin (0.007) and high alkaline phosphatase (0.020) levels negatively affected the TTR. Venous thromboembolism (VTE) was associated with low TTRs. Minor bleeding occurred in 64 (3.35%), gastrointestinal bleeding in 14 (0.7%), and stroke in 41 (2.2%) patients, with no inter-group differences. The TTR was not associated with minor bleeding (odds ratio [OR]=0.49; p=0.09), gastrointestinal bleeding (OR=0.29; p=0.18), or stroke (OR=1.15; p=0.79).Conclusion:Reflecting the real-life experience of anticoagulation control, our patients spend less than half the TTR within the INR. The low target TTR mandates the need to improve service quality and control factors affecting the TTR, including hemoglobin levels and regular visits for patients with VTE.

PENGARUH KUALITAS LAYANAN, MINAT BELI DAN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN

Abstrac This study aims to determine the effect of Service Quality, Buying Intention, and Customer Satisfaction factors on Rumah Makan Sop Kaki 999 Bandung Khas Mas Udin , this type of research uses a qualitative approach. the population of this study is Rumah Makan Sop Kaki 999 Bandung Khas Mas Udin consumers, and the samples used in this study were 62 respondents where data collection methods using a questionnaire, data analysis in this study uses the SPSS application, namely multiple linear regression analysis with the equation Y = a + b1x1 + b2x2 + b3x3. Based on the results of the analysis that has been described in the results obtained that the variable X1 Service Quality, variable X2 Buying Intention, and variable X3 Customer Satisfaction significantly influence the variable Y Consumer Loyalty decisions on Rumah Makan Sop Kaki 999 Bandung Khas Mas Udin. By 88.6% while the rest is influenced by other variables not research in this study. With a regression equation Y = 1,022 + 0,222 X1 + 0,721 X2 + 0,024 X3.
 Keywords:Service Quality Factors, Buying Intention,Customer Satisfaction

장애인과 비장애인이 지각하는 장애인 전국체육대회 서비스 품질 비교 : 수정된 IPA기법 적용

The purpose of this study is to compare the quality of service for the National Sports Festival for the Disabled, which is perceived by the disabled and the non-disabled, using IPA techniques. The data analysis was done using SPSS version 22.0 and the results of the research conducted by frequency analysis, exploratory factor analysis, reliability analysis, IPA analysis, and t-test analysis are as follows. First, the comparative analysis of service quality perceived by non-disabled and disabled showed the difference between the two groups in the factors of reliability, environmentality, information quality, responsiveness, diversity and reciprocity, which are the sub factors of service quality. Second, 10 items, such as attractive, were found to be located in the I quadrant (continuous maintenance), and six items, including attractive, were found to be late for service quality factors. Third, one item was found to be located in the II quadrant (excess effort) for non-disabled people due to agent kindness, and five items, including various information provision, were found to be located for the service quality factors that the disabled are aware of the service quality factors. Fourth, among the service quality factors that non-disabled people perceive in the III quadrant (low priority), six items, including the provision of booklets, were found to be located, and six items, including progress, were found to be perceived as service quality factors for the disabled. Fourth, the IV quadrant (first priority effort) showed that four items, including competition operation, were located in service quality factors that non-disabled people perceive, and four items, including stadium comfort, were found to be located in service quality factors that disabled people perceive.

Deriving the Determinants of Hotel Service Quality According to Hotel Class in Korea by Using LDA Topic Modeling

Purpose - This study aims to derive hotel service quality’s determinant factors according to hotel class by using OTA (online travel agency) reviews. Design/Methodology/Approach - This study used OTA (Online Travel Agency) reviews as big data and grouped online reviews according to the hotel’s star rating: low-class hotel (1-3 stars) and high-class hotel (4-5 stars). A total of 378,339 online reviews were extracted from 4,695 hotels on the OTA site (Hotels.com), and the factors of service quality based on hotel class were categorized by LDA (Latent Dirichlet Allocation) topic modeling technique. Findings - There were remarkable differences in factors of service quality between low-class and high-class hotels. Service quality factor (topics) of low-class hotels (1-3 stars) categorized as human service, cleanliness, accessibility to hotel, accessibility to surrounding resources, room noise, breakfast availability, and cost-effectiveness. The determinants of high-class hotels (4-5 stars) were grouped in family-friendliness, amenities, cleanliness, room service, human service, excellence in room view, and room convenience. Research Implications - Theoretically, this study suggested a differentiated approach to derive hotel service quality’s determinant factors by using LDA topic modeling. Concerning practical implication, as this study showed different service quality factors according to hotel class, it is expected for hotels to develop differential strategies to attract customers.

Fidelização de consumidoras no varejo de roupas e calçados femininos a partir da satisfação com atributos qualitativos

Purpose: There are few studies about satisfaction with qualitative attributes and their factors which women look for when shopping for clothes and female shoes in the Brazilian retail market, and that is the main objective of this study, which consists in identifying the qualitative attributes that promote the service quality factors perceived by consumers in the retail market of women’s clothing and shoes in order to obtain a higher satisfaction and fidelity for this segment.Design: The methodology used was subdivided into two stages: an exploratory qualitative stage and another stage using a descriptive qualitative research with 240 female consumers in the retail market of clothes and shoes.Findings: The results of this study show a positive correlation between satisfaction and the intention of repurchasing. Four main factors were identified using a Factorial Analysis: Attending, products, service and infrastructure.Research limitations: Study was limited to women in clothing and shoes retail in only one city.Practical implications: Based on the results it was possible to establish a competitive position of the retail sector for the target market and strategy actions for improvement and to increase loyalty among the female consumers to the stores.Social implications: Reduction of consumer dissatisfaction in the retail of women's clothing and shoes.Originality/value: Academic contributions to broaden the understanding of women’s shopping behavior in the retail market of shoes and clothes based on the identification of important attributes and factors for service quality.

Hijyen Restoranlar İçin Hala Bir Şikâyet Nedeni mi Mersin deki Alakart Restoranlara Yönelik Çevrimiçi Müşteri Şikâyetleri Üzerinden Bir Araştırma

Hygiene has always been an important issue for restaurant businesses. However, due to the Coronavirus (Covid-19) outbreak experienced worldwide for the last 6 months, it has become a much more important issue. Hygiene, which is one of the important factors of service quality, is a subject that is frequently addressed in tourism literature, both in complaint management and eating out behaviors. Hygiene issue, often handled together with all the elements of the service quality, has been single-handedly examined within the scope of this research. Data were collected upon online hygiene complaints for a la carte restaurants in Mersin through Tripadvisor.com. Among the 1600 positive and negative comments made for 22 a la carte restaurants in Mersin on Tripadvisor.com between January 2013 and June 2020, 141 comments obtained from 106 people who pointed to the hygiene problem. The data were analyzed with the descriptive analysis technique under the qualitative research methods. Findings reveal that customer complaints about hygiene intensify in microbiological hygiene and hygiene dimensions for common use areas. The most common complaints are; non-fresh product use, dirty place, dirty items, dirty sink and toilet and dirty service equipment. In addition, hygiene problems arising from the service process and staff are also high enough to be taken seriously. Although these findings are similar to the previous research findings in the literature, it is seen that the microbiological hygiene, that is, the problems related to the food preparation process, are more dominant in the a la carte restaurants. The outcomes of the research also show that the restaurant managers should evaluate hygiene as an absolute must for all stages of the service process.

Analysis of Factors Affecting Patient Loyalty in Bandung General Hospital in Medan

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

The Effect of Bakery Customers Product and Service Quality Factors on Value Perception, Customer Satisfaction and Behavioral Intentions: Focused on Famous Bakery Customers

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.