Service Quality Factors Research Articles

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.

Examining the Impact of Service Quality on Patients’ Satisfaction: A Study of Selected Private Hospitals in Amman City

The health care industry has recently experienced unprecedented challenges because of intensified competition. In order to create competitive advantage, health care providers stresses on the efficacy and effectiveness of health service outcomes by taking into account patients’ concerns and interests. Service quality and patient satisfaction remain critical issues for health care providers. Patient satisfaction leads to favorable results, such as higher rates of patient retention, positive word of mouth and higher profits for health care providers. It also influences the rate of patient compliance with physician advice and requests. Thus, patient satisfaction assessment has become an integral part of health care organizations’ strategic processes. This study attempts to identify the service quality factors that influence patient satisfaction in selected private hospitals with the help of field survey conducted in the year 2019. Non-probability judgment sampling method was used to obtain information regarding patients’ perceptions towards service quality dimensions. Multiple linear regression was used to identify the service quality factors that influence patients’ satisfaction. The results highlighted significant impact of service quality dimensions on patients’ satisfaction in selected hospitals in Amman city

Pengaruh Kualitas Layanan Terhadap Kepuasan Muzakki ( Studi Kasus Pada Lembaga Sosial Pesantren Tebuireng Jombang )

The competition of Social Institutions in Jombang is very fast, Each institution competes to gain the trust of the community in order to channel the assets of the agency. Strictly speaking, competition for Social Institutions requires a lot of effort to maintain the weaknesses of protection. The success of this business is largely determined by the ability of the institution to provide quality services. The purpose of this research is to study the factors of service quality for muzakki (case study in LSPT). Data collection conducted in this study is by collecting, interviewing, library research, questionnaire collection using a Likert scale and non probolity sampling methods, namely incidental sampling with slovin formula as many as 104. The method used is multiple regression. The results showed that X1 (physical evidence) had a significant effect on muzaki satisfaction where the significance value was greater than 5%, that is 0.05 with t count (2.692)> t table (1.983). X2 (reliability) is significant with the value of t arithmetic (2.762)> t table. (1,983). X3 (responsiveness) has a significant effect on the value of t arithmetic (3.393)> t table (1.983). X4 is not significant to satisfaction with t arithmetic (- 2,413)> t table (1,983). X5 (Empathy) has a significant effect on muzakki satisfaction with t arithmetic (2.582)> t table (1.983)

Factors Affecting Tourist’s Decision to Stay at The Sakala Resort Bali

This research aims to determine the right strategy based on factors analysis to attract tourists to stay at The Sakala Resort Bali. The problem of this research is to find out the factors attracting tourist to stay at The Sakala Resort Bali and the strategy to improve number of tourists. Sample selection of 91 respondents with probability sampling technique using simple random. Data processing was done by SPSS software version 23.0 for Windows. Analysis techniques used are factor analysis. The results showed that there are five factors affecting the decision of tourists to stay at The Sakala Resort Bali. These factors are branding, guarantee, environment, service quality, and expectation factor. The cumulative of the 5 factors is 64.616% and the accuracy of the model obtained by 43.0% with the residual 57%. The most dominant factor affects the level of customer satisfaction is the branding factor that has the highest total variant consisting of 5 variables such as the hotel name is well known, various room types, hotel has swimming pool & supporting facilities, affordable room rates, competitive room rates, and Information from the website is quite comprehensive. The strategy that can be implemented was based on the variables and each factor.

Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach

Abstract Finding ways to improve the service quality and consequently attract more passengers is a major concern for public transit officials worldwide. Given the fact that there is a glaring deficiency of service quality models in the literature, especially for developing nations, the present study develops interrelationships among service quality factors of Metro Rail Transit System (MRTS) in Delhi, India. For this purpose, the study implemented an integrated Bayesian Networks (BN) and Partial Least Squares Structural Equation Modelling (PLS-SEM) approach on perceptions of 2390 passengers of Delhi Metro. Firstly, the study extracted 41 service quality indicators into eight service quality factors using principal component analysis. Secondly, the extracted factors were learnt in BN to achieve the most robust network structure. Thirdly, the robust BN structure was tested and analysed in PLS-SEM to develop a service quality model. The integrated methodological approach has facilitated in identifying hidden interrelationships among service quality factors through a systematic manner. The developed model indicates ‘passenger ease’ as the most influential and ‘amenities’ as the least influential factors of overall service quality (OSQ). The OSQ index of 79.59 reveals the moderate satisfaction of passengers with Delhi Metro services. The study proposed several insights into the service quality improvements for Delhi Metro that must be focused and enriched for increasing Metro transit ridership. This knowledge of interrelationships among service quality factors can help transit officials in formulating effective strategies and investment plans accordingly to meet the passengers’ needs.

Optimal routing in VANET using improved meta‐heuristic approach: a variant of Jaya

VANETs are so-called vehicular ad hoc networks, they enable cost-effective, scalable solutions, and hence, they can be applicable in entertainment and transportation platforms with the assistance of multi-hop wireless communications from vehicle-to-vehicle. Conversely, in VANET circumstance, the multi-hop communication development is still a challenging one because of the quick change in topology and regular disconnection of a network. This directs to inefficiency or routing failure in existing mobile ad hoc routing protocols. To resolve routing issues, the number of research studies is going on to attain the multi-constrained Quality of Service (QoS) metrics in VANET. This study intends to propose a cost model as the solution for vehicle routing problem by considering the network quality metrics, including congestion, travel, collision, and QoS awareness cost. Fuzzification of the QoS factor is also included in this entire routing cost. Further, the primary objective of this work focuses on the minimisation of the routing cost model by finding the optimal route. To find an optimal route, this study introduces a new algorithm, namely Mean Computing Jaya Algorithm. At last, the performance of the proposed model is compared with existing work in the literature in terms of cost analysis and convergence analysis, and proves the betterment of the proposed model with reduced routing cost.

Structural Model of Service Quality Factors Affecting Loyalty Sustainability

This study seeks to address the impact of service quality affecting international student's satisfaction towards loyalty tothe Universiti Tun Hussein Onn Malaysia(UTHM). The aim of thestudy is to develop relationship between service quality factor and loyalty to the university from the international students’ perspectives. The study adopted quantitative approach where data was collected through questionnaire survey and analysed statistically. A total of 246 responses were received and found to be valid. The model was developed and analysed using AMOS-SEM software. Confirmatory factor analysis (CFA) function of the software was to assessed the measurement models and found that all the models achieved goodness of fit. Then path analysis function was used to assessed structural model and found that service qualityfactors have a significant effect on the students’ satisfaction and thus affecting the loyaltyto the university. Hopefully the outcome form this study will benefit the university in providing services especially to the international students.

Commuters’ Perceptions on Service Quality of Bus Rapid Transit Systems: Evidence from the Cities of Ahmedabad, Surat and Rajkot in India

Urban public transport is gaining significant importance in today’s world. This is evident from the fact that it has found its place in United Nations Development Programme’s Sustainable Development Goals in the eleventh goal pertaining to ‘Sustainable cities and communities’. The competitiveness of the cities largely depends on the robustness of their transport systems. In India there has been huge spending on the public transport projects in cities across the country. Ahmedabad, Surat and Rajkot from Gujarat, India have been the beneficiaries of these investments. Capturing the demand side quality of services is very important for such projects and hence the attempt has been made to study whether the commuters’ perceptions on quality of services of Bus Rapid Transit systems vary across different demographic cohorts. There are nine demographic cohorts used for the study. SERVPERF model has been adopted to study the performance of Bus Rapid Transit systems in the said citied. The performance is evaluated over the six factors namely; tangibles, empathy, cleanliness, reliability, safety and affordability. It has been found that Surat tops among the three cities followed by Rajkot and Ahmedabad on various service quality factors. Also commuters’ perception towards quality of service dimensions vary across demographic cohorts like gender, time of travel, education, employment status, length of patronization and purpose of trip.

A Study on the Role of Web 4.0 and 5.0 in the Sustainable Tourism Ecosystem of Ho Chi Minh City, Vietnam

This research discusses the role of Web 4.0 and 5.0 devices on the commercial sustainability for tourism in Ho Chi Minh City (HCMC), Vietnam. The study adopts a tourist perspective regarding the future implementation of Web 4.0 and 5.0 devices, focusing on the service quality of various tourism-associated services and assessing, in return, the extent to which the overall satisfaction and long-term patronage of tourists is affected. Usually, researchers conduct this test in various popular establishments where devices are intended for experimental use and tourists are supposed to have previous exposure to them, so that their perceptual thinking regarding the service quality of these devices can be studied. The tourists act as respondents for various establishments. We also asked subjective questions in a short interview to 10 professionals working in these establishments, which helped us in the quantitative survey process. As a mixed method study, it has covered both quantitative and qualitative aspects of the items and provided a holistic result. The results indicated that Web 4.0 and 5.0, along with the service quality offered by personnel working in the establishments, showed significant variance in holistic service evaluation for tourist satisfaction and loyalty. Very few service quality factors had a distinct variance in the output. After using a regression analysis for Web 4.0 and 5.0 devices and service quality, we found that Web 4.0 and 5.0 showed insignificant negative results. This study contributes to the incremental research on Web 1.0 to 5.0, specifically detailing how it affects tourists’ satisfaction and patronage. Moreover, from a management point of view, this study can help solve the financial riddle of various establishments in HCMCs tourism ecosystem for optimum fund management and better productivity.

The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University

This aims is to determine the factors of academic service quality and analyze the relationship between academic service quality to student satisfaction and loyalty at Bina Bangsa University. This is explanatory research with the population of the students of Bina Bangsa University odd semester, academic year 2018/2019. The research sample uses purposive sampling with a total of 200 respondents. Data were analyzed with the Equation Model Structure (SEM) consisting of measurement models and structural models. It can be concluded that improving the quality of the system will be able to influence student satisfaction but not necessarily be able to increase student loyalty directly. Indirectly through student satisfaction, student loyalty can be increased through the quality of the system. Improving the quality of information both directly and indirectly can affect student satisfaction and loyalty. Quality of service at a tertiary institution becomes very important in increasing student satisfaction and loyalty. Keywords: Satisfaction; Loyalty; Quality of academic services.

Impact of Service Quality, Customer Satisfaction and Switching Costs on Customer Loyalty

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking – reliability, responsiveness, service capacity, empathy and tangibility – have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

Analisis Kualitas Layanan Toko Online terhadap Kepuasan Masyarakat

Online stores are generally known as e-commerce or electronic commerce is an industry type where the sale and purchase of products / services is done through the internet media. As we all know, the development of online business in Indonesia continues to experience rapid increase and progress by using internet media. This study aims to determine the types of online store services that are most often complained of by people in Medan in the use of buying and selling transactions, how does the influence of the quality of online shop services on the satisfaction of public transactions in the city of Medan, service quality factors that have a dominant influence on the satisfaction of people in the Medan City transaction and what improvement efforts should be made by the online store company in improving the quality of service to achieve satisfaction of public transactions in the city of Medan. The hypothesis of this study is the quality of service significantly influences the satisfaction of the people of Medan. The results showed that the service most frequently complained by the people was that the goods purchased did not match what was received. The results also showed that the quality of services provided by the company affected the level of satisfaction of public transactions in the city of Medan with a coefficient of determination of 66.2% variable reliability was the most dominant determinant of service quality that could increase the satisfaction of public transactions in the city of Medan.

A model to adopt Enterprise Resource Planning (ERP) and Business Intelligence (BI) among saudi SMEs

Objective of the study: This paper touched upon the major issues that are related to intention towards the use of ERPBI in the Saudi private sector – Saudi Arabia is an example of a developing countryMethodology / approach: This paper used a qualitative approach and the sample of the study comprised of 30 experts from the Saudi private sector, who were involved in ERPBI.Originality / Relevance: According to prior studies in literature, there is no specific model that supports and explains ERPBI, and as such, this increases the chances of ineffective adoption and use of ERPBI. This study found that ERPBI adoption models are lacking, and those that exist are inapplicable as they exclude several significant factors for successful adoption.Main results: The findings indicated that for the promotion of the ERPBI model, the entire significant factors have to be considered and incorporated. Those factors are: system quality, service quality, and information quality factors, change management, effective communication, training factors, clear vision and planning, competitive pressure, and government role.Theoretical / methodological contributions: This study’s results open door for future research based on the gap in theories applied and the factors investigated in the context of developing nations. Social / management contributions: Shedding light on the factors and their relationship with ERPBI use success would assist top management in minimizing losses through system use for enhanced cash flow, and improved performance of employees and that can eventually bring about the overall performance of the organization.

웰니스 관광지 서비스 품질요인에 대한 만족도가 재방문과 추천의향에 미치는 영향

웰니스 관광지 서비스 품질요인에 대한 만족도가 재방문과 추천의향에 미치는 영향

Factors Affecting Decisions To Choose Application Based Transportation

The existence of service application for ojek and call taxi is a solution for people who have difficulty using public transport due to its accessibility and point to point pick up service. This study aims to determine the factors that influence customer decisions in using application-based “Motorbike Taxi” like Go-Jek. This research was conducted on the Putera Batam University’s students that have used Go-Jek application, with a sample size of 100 students as its respondents. The sampling technique used is incidental sampling method and is estimated to represent the population. Data analysis method used in this research is descriptively quantitative analysis of the factors that influence students in using the services of Go-Jek. The results showed that service quality factors that influence students’ decisions to choose transportation services based on “Motorbike Taxi” service orders consist of 6 factors: service, completeness of driving, security, trust, responsiveness and reliability, where the most dominant factor is service factor.
 Keywords: Application-based transportation, service quality, customer decisions

How Technology Acceptance Model TAM)Factors of Electronic Learning Influence Education Service Quality through Students' Satisfaction

The objectives of the study is figuring out of the results of adoption of electronic learning systems (BeSmart) using Technology Acceptance Model (TAM) factors and servqual models to measure the education services. The data was obtained using SEM with AMOS 2.4. From the findings of the study, note that EoU and U of electronic learning systems hava a positive and significant effect on ESQ through student satisfaction. These findings contribute to university management to understand that service quality needs to pay attention to Ease of Use, Usefulness, and student satisfaction. This research provides insights into the importance of improving the quality of service in education and students' satisfaction, especially in the provision of service in learning and teaching field. As such, the study has implications for teaching and learning practice in higher education institution, and suggests recommendations for further research.

Wakif Preferences In Selecting Cash Waqf: A Case of Badan Wakaf Indonesia at Yogyakarta City

Cash waqf is an Islamic financial instrument which recently is developed by most Muslim scholars. This Islamic financial instrument is believed to be one alternative to solicit social funds from people, other than zakat, with a purpose to gain sustainable benefits without reducing the amount of used fund.Cash waqf is not similar to zakat that is a mandatory and an Islamic pillar for Muslims across the world. Cash waqf is a preferable (sunnah) that is encouraged to be carried out by Muslims to gain ceaseless reward from God. Muslims who spend their money for this Islamic charity have an awareness to do more kindness as a worship form to God.This study aims to analyse the influence of four independent variables, namely religiosity, trust, service quality, and promotion factor on wakif decision to select cash waqf product in Badan Wakaf Indonesia region of Yogyakarta City. The findings showed a positive significant impact, simultaneously and partially, from all observed independent variables toward the dependent variable.Another purpose of this study is to investigate a cash waqf management that is applied in the waqf institution. The duty of Badan Wakaf Indonesia as the waqf institution is only to supervise the nazhirs, waqf managers, regarding their cash waqf management. Badan Wakaf Indonesia indirectly collects and distributes all cash waqf through all its five nazhirs.Keywords: Waqf, Cash Waqf, Wakif Preferences, Wakif Decision

An Analysis of the Success Factors for Passenger Boarding Enthusiasm for Low-Cost Regional Airline Routes

Airports are important air transportation facilities, providing cargo transportation, aircraft takeoff and landing, and passenger services. Trade liberalization and globalization along with shifting economies and trading focuses have led to the rapid growth of airline and cargo transportation in Asia-Pacific regions. Therefore, Asian countries are constantly expanding and improving their airport facilities. Thus, improving and measuring airline service quality has attracted significant research attention in recent years. The Chinese Government has also actively promoted low-cost tourism, although competition in low-cost carrier markets was bound to be fierce. This not only promoted tourism industries but also attracted many foreign visitors to taking low-cost carriers to China for sightseeing. With international oil prices and regional economy issues, full-service carriers face considerable operational pressure on cost and competition. This study used the fuzzy delphi and decision making trial and evaluation laboratory methods to explore and analyze key factors for passengers choosing low-cost airlines. We considered passengers using U Airlines to travel from Shanghai to Taiwan (Taoyuan, Kaohsiung Far) and investigated service quality, low-price strategies, switching costs, and boarding willingness factors. We found that boarding willingness and service quality were strongly relevant to passenger satisfaction. Service quality should be prioritized, followed by switching cost, to enhance passenger boarding willingness. Low-cost regional airlines need to prioritize improving service quality empathy and service quality responsiveness with limited resources. Performance indicators such as willingness, service quality assurance, and service quality reliability showed significant benefits for overall service performance and passenger boarding willingness.

대학교의 교육서비스품질이 유학생의 자아존중감, 전공만족, 충성도에 미치는 영향

The current education market has rapidly reduced the number of students admitted to high school from high school due to various problems in Korea. Due to the influx of foreign education market, the supply and demand of education has not been able to balance supply and demand, and this has changed from a supply-oriented market to a market centered on demand. Self-esteem and major satisfaction can be major variables affecting the loyalty of major students. Therefore, it is necessary to identify and improve key variables that can be developed and changed to improve the quality of education service, self-esteem, major satisfaction, and loyalty of international students. For the demonstration of this study, international students attending three schools in Jeollabuk-do (Jeonju University, Wondae University, Woosuk University), which are judged to have similar school size, external evaluation level, and admissions procedure for new students It was selected as a study subject. From March 15 to April 30, 2020, a questionnaire was conducted using the convenience sampling method through the international student community due to Corona 19, and a total of 230 copies of the questionnaire were distributed, excluding 20 copies that could not be used as analytical data. 210 parts were used as data for analysis of the results. The results of this study are as follows. First, in order to understand the degree of influence of educational service quality on the self-esteem of international students, factors of education service quality were analyzed and regression analysis was conducted. As a result, all factors of educational service quality were responsive, confident, reliable, and empathetic. It was found that there was no significant effect on self-esteem. Second, in order to understand the degree of impact of educational service quality on major satisfaction, a factor analysis of each item of educational service quality was conducted to perform regression analysis. As a result, all factors of educational service quality responsiveness, confidence, reliability, and empathy were satisfied. It appeared to have a significant effect on. Third, in order to understand the degree of the impact of educational service quality on loyalty, a regression analysis was performed by analyzing each item of educational service quality. As a result, it was found that only factor response and reliability of educational service quality affect loyalty (preference). Fourth, as a result of conducting a regression analysis by analyzing each item of education service quality in order to understand the degree of the impact of education service quality on loyalty, all factors of education service quality are responsiveness, reliability, reliability, and empathy. Fifth, in order to understand the degree of self-esteem affecting major satisfaction, it was found that the factors of self-esteem were analyzed and regression analysis was performed, indicating that the major satisfaction was not significant. Sixth, in order to understand the degree of the effect of self-esteem on loyalty, a regression analysis was performed by analyzing the factors of self-esteem, and the results showed a significant result only in the preference of loyalty.