Service Quality Factors Research Articles

Air Transport Service Quality Factors: a Systematic Literature Review

Evaluating airport and airline services levels of quality can help to improve the services provided to passengers and tourists, and give them better travel choices. Transportation literature is rich of studies concerning the evaluation of public transport service quality, especially regarding road and rail services; however, in the last decades, also in the field of air transport, the measurement of service quality is becoming a relevant issue. Service quality evaluation in air transport sector seems to be more difficult as regards the other public transport modes. As an example, a relevant first issue concerns the diversity of the services offered by the airlines and the services provided by the companies managing the airports. In order to investigate on the measurement of air transport service quality, we propose this paper for treating some interesting aspects concerning this issue by exploring the literature review of the studies analyzing service quality from the passengers’ point of view, where their opinions are collected by the well-known Customer Satisfaction Surveys (CSS). To provide convenient information of a certain level of quality, we selected papers published within the last decade (2008-2018) on journals indexed on the best database (e.g. Scopus, Web of Science).

커피 교육서비스 품질이 교육만족도와 충성도에 미치는 영향에 관한 연구

Coffee consumption in South Korea has been on the rise with coffee imports rising steadily, and the perception about coffee has been changed with developing coffee education. Therefore, current study conducted to verify the influence of educational service quality on satisfaction and loyalty as perceived by participants of coffee barista classes. Structured questionnaire distributed to people who have experience in coffee barista classes. Total 200 questionnaires were distributed and 195 responses were employed for the statistical analysis. Collected data for hypothesis testing was performed using SPSS 20.0 statistical package program. Demographic analysis, factor analysis, and regression analysis were performed to derive the purpose of this study using SPSS 20.0 program. As a result of analyzing the effect of each educational service quality factors on educational satisfaction and loyalty, five factors(reliability, assurance, responsiveness, tangibles, empathy) were found to have a significantly influence on educational satisfaction and loyalty. In addition, Educational satisfaction was confirmed that the positive influence on the loyalty also. Therefore, these results will contribute to provide valuable implementation for improving educational services.

Service Quality in Iraqi Higher Education System

Purpose: Of this study to identify, the factors affect to service quality in higher education and test these factors. Methodology: this study was conducted at Three Iraqi universities, Data collected from Students who study Faculty of Administration and Financial sciences, distributed 300 questionnaires, to test four factors which affect to service quality factors named (academic, non-academic, tangible and reputation), analyzed using SPSS package and descriptive analysis Reliability test, Mean and regression to test the hypotheses. Finding: indicated that there were a significant relationships between the four variables and service quality however the tangibles dimensions was the highest affect on services quality and the lowest affect was between reputation and service quality.

골프연습장의 서비스품질이 긍정적 감정, 이미지 및 재 이용의도에 미치는 영향

The purpose of this study was to investigate the effects of service quality on positive emotion, golf driving range’s image and repurchase intention focused on golf driving range. The 270 survey questionnaires were distributed among the members who registered in golf driving range in Seoul through convenience sampling. Due to the reliability of data, 26 samples were discarded and 244 samples were put to actual analysis. By using SPSS Ver. 21.0, data were analyzed for frequency analysis, exploratory factor analysis, reliability analysis, correlation and multiple regression. The results of the study were as follows. First, among the service quality factors, empathy, tangible, reliability and responsiveness had positive effects on positive emotion. Second, among the service quality factors, empathy, tangible, reliability and responsiveness had positive effects on golf driving range’s image. Third, among the service quality factors, empathy, reliability and responsiveness had positive effects on repurcahse intention.

항공기 탑승 전 · 후 서비스품질에 대한 지각과 체험요인이 만족 및 구매의도에 미치는 영향 : 체험경제이론 활용

본 연구는 항공산업에서 체험경제이론을 적용하여 진행하였다. 본 연구의 주 목표는 탑승 전 · 후 서비스품질에 대한 지각과 체험이 만족 및 구매의도에 미치는 영향관계를 알아보는 것이다. 본 연구의 유효표본수는 227개이고, 주 구성개념은 탑승 전 · 후 서비스품질에 대한 지각, 체험, 만족, 그리고 구매의도이다. 연구의 결과는 탑승 후 서비스품질에 대한 지각은 4개의 체험요소(엔터테인먼트, 교육, 현실도피, 미적 체험) 모두에 유의하게 영향을 미쳤으나 탑승 전 서비스품질에 대한 지각은 현실도피 체험 및 미적 체험에만 유의하게 영향을 미쳤으며, 만족에는 교육 체험을 제외한 3개의 체험요소(엔터테인먼트, 현실도피, 미적 체험) 가 유의하게 영향을 미쳤다. 그리고 만족은 구매의도에 유의한 선행요인이었다. 본 연구를 통해서 항공사 경쟁력 향상을 위하여 기내 체험 프로그램은 중요하기에 기내 체험프로그램은 체험에 대한 충분한 이해를 통하여 개발 및 활용되어져야 할 것이다.

Customer Service Quality Practice in District Co-Operative Bank - with Reference to Thiruvananthapuram District Cooperative Bank

As the entry of sophisticated technology has paved way for greater developments in every field including the banking sector, the banking sector too is characterized by rapid change and increasingly sophisticated customers. It has become very important that banks in India determine the service quality factors, which are pertinent to the customer’s selection process. With the advent of international banking, the trend towards larger bank holding companies, and innovations in the marketplace, the customers have greater and greater difficulty in selecting one institution from another (Choudhury, K. (2018)). Therefore the current problem for the banking industry in India is to determine the dimensionality of customer- perceived service quality. If service quality dimensions are identified, the service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome. A better understanding of the effects of service quality and customer satisfaction on service loyalty can help academics in the development of a model of service marketing. It can also provide practitioners with indications as to where best to devote marketing attention and scarce corporate resources.

FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN WISATAWAN INDIA BERKUNJUNG KE BALI

Bali has been known for its natural beauty, the friendliness of its residents, and the diversity of its customs. Existing tourist attractions in Bali have a diversity of cultures in each region. The existence of similarities cultural between India and Bali resulted Indian tourist visits Bali increase rapidly from the previous year. The purpose of this research is to find out the factors that influence the decision of Indian tourists to visit Bali. This research was dig by using 150 respondents, the sample in this research used purposive sampling method. Data was collected through a questionnaire distributed to Indian tourists who traveled to Bali, then analyzed by using factor analysis then the data processed by the SPSS version 17.0 program. The result of this research revealed that pull factor formed by service quality factors with eigen value 6.500, relaxation factor with eigen value 2.158, family factor with eigen value 1.789, nature factor with eigen value 1.342 and push factor that formed by social interaction factor with eigen value 1.116. Dominant factor that influencing the decision of Indian tourists to visit Bali is VFR factor (Visiting Friends and relatives) with eigen value of 6,500.

Exploring logistics service quality in Hai Phong, Vietnam

Paper explores different stakeholder perceptions of logistics service quality in Hai Phong, Vietnam, one of the country's most important port complexes and largest logistics hubs. Semi-structured interviews were conducted with customers, logistics service providers and port operators. Fourteen important variables were found with delivery time and shipment condition perceived by all groups as most important. Variables related to human factors were considered important by customers but not by logistics service providers. The paper contributes to our knowledge of what logistics service quality entails in a developing country that is lower on a logistics maturity scale, such as Vietnam, and provides managers with insights on what logistics service quality factors to address to enhance customers’ perceptions regarding their expectations.

PENGARUH FAKTOR-FAKTOR KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI MITRA DHUAFA (KOMIDA) CABANG ACEH TAMIANG

This study aims to determine the effect of service quality factors on the satifi cation of members of the Koperasi Mitra Dhuafa (KOMIDA) Branch of Aceh Tamiang. In this study, the samples taken were 96 respondents. The researcher used quantitative research methods. The technique used in this study is simple random sampling. The type of data used in this study are primary data and secondary data. The data analysis technique used in this study is the classical assumption test analysis, multiple linear regression, and hypothesis testing. Partial result (t test) service quality factors that have a signifi cant effect on member satisfaction consist of tangiable (BF) of 0.001 < 0.05 reliability (KH) of 0.006 < 0.05 assurance of 0.016 < 0.05 and emphaty of 0.001 < 0.05 while responsiveness (DT) of 0.275 > 0.05 did not signifi cantly infl uence member satisfaction. Simultaneous test result (test F) show a signifi cance value of 0.000 < 0.05 which means that the factors of service quality, tangiable, reliability, responsiveness, assurance, and emphaty have a signifi cant effect on satisfaction of members of the Koperasi Mitra Dhuafa (KOMIDA) Branch of Aceh Tamiang. Then the results of the R-Square test are 0.52 which means that 52% of member satisfaction can be explained by the factors of service quality consisting of tangiable, reliability, responsiveness, assurance, and emphaty while the remaining 48% is explained by other variables that are not entered in this study.

The effect of logistics service quality on customer loyalty: case of logistics service industry

PurposeLogistics service quality and customer loyalty have recently become the topic of discussion in both developing and under-developing countries. The purpose of this paper is to understand the logistics service quality factors contributing to customer loyalty in a developing country context.Design/methodology/approachData were collected from 250 respondents who were direct or indirect clients of logistics firms, through online questionnaire distribution. Partial Least Square Structural Equation Modelling was used to examine the hypothesized relationships.FindingsThe findings of this research revealed that operational logistics service quality (OLSQ) and relational logistics service quality have a significant impact on customer loyalty. Moreover, for enhancing customer loyalty, relationship quality is the key factor.Practical implicationsResearch reveals that even in a developing country like Pakistan, it is important for carriers to establish high-level relational and OLSQ to satisfy shipper. It will correspondingly add worth to the discussion in the literature and it shall also provide the basis for future research studies.Originality/valueThe novelty of this paper is logistics service quality and its effect on customer loyalty from the perspective of a developing country, specifically due to geographical importance in the context of the China–Pakistan Economic Corridor.

Analisis Kualitas Pelayanan dan Lokasi Terhadap Loyalitas Peserta Didik Ypltbi Di Lotte Shopping Avenue Kuningan Jakarta

The purpose of this study was to determine how much influence the quality of service, location and learners' satisfaction to loyalty learners against two English language institutions in Jakarta. Respondents involved in this study were 78 learners, the method used is non-probability sampling, the sampling pursposive. Data was collected by multiple linear regression using SPSS 23 software. Results of regression showed that the variables of service quality and significant positive effect on loyalty learners towards English language institutions, YPLTBI Lotte Shopping Avenue Kuningan Jakarta, quality of service and location together / simultaneous correlated with loyalty learners. This study shows that the loyalty of the students in the institutions of English in Jakarta, YPLTBI Lotte Shopping Avenue Kuningan Jakarta can be influenced by factors of service quality and location of the Loyalty earners.

Service quality factors affecting customer attitudes in online-to-offline commerce

In an online-to-offline (O2O) environment, a company operates multiple channels: online, mobile, and offline. A company attracts customers and triggers payments online or via mobile, and then leads customers to an offline store to receive the products or services. The authors argue that in this mixed shopping environment, customer perceptions of service quality are different from those of existing commerce environments in isolation. O2O service quality consists of perceived tangible as well as intangible factors. Specifically, perceived tangible service quality reflects not only offline servicescape like ambient conditions, but also online tangible service factors such as mobile app design. Intangible service quality includes offline factors such as empathy as well as online factors like mobility. The current paper proposes an integrated O2O service quality model using key offline, online, and mobile service quality factors. This study also investigates how O2O service quality affects customer’s perceived risk and trust toward the retailer, how it affects customer satisfaction, and revisit intention. Additionally, this study explores the moderating effect of telepresence in the relationships between O2O service quality and customer perceptions.

Determinan Kepuasan dan Loyalitas Pengguna Jasa Hotel Syariah di Jakarta (Studi Pada Sofyan Hotel Betawi)

<p>This study aims to identify and test the factors that can affect customer satisfaction and customer loyalty, especially in hotels that apply sharia principles such as Sofyan Hotel Betawi. The subjects of this study were guests staying overnight with a sample size of 170 people who met the research criteria and requirements using a purposive sampling technique. The research design uses quantitative research survey methods, interviews and questionnaires. Data collection tools use a Likert scale as quantitative data. Quantitative data were analyzed using descriptive analysis and inferential analysis using the SEM path analysis method. The results showed that service quality and price perception had a positive and significant effect on customer satisfaction by 24.6%. Customer loyalty is influenced by factors of service quality and customer satisfaction positively and significantly by 51.9%.</p>

Service quality factors: Web navigation on online transportation in Indonesia

The purpose of this research to analyse the service quality of online transportation an area in Indonesia, seen from consumer perceptions, and map service quality attributes based on consumer perceptions. The research method used in this research is Service Quality Analysis (SERVQUAL) and Importance Performance Analysis (IPA). The population in this research is online transportation consumers, who have used a go ride service at least 1 time. The sampling used in this research was sampling quota of 200 respondents. The results of this research indicate that overall there is a gap between performance values with consumer expectations of -0.5, so it can be assumed that the service quality of Gojek in the region according to consumer perceptions is quite good. Based on the results of the mapping it was found that the factor of ease of web navigation became one of the factors of the services quality of online transportation. So that these factors must be a concern of the company.

Leveraging Consumers’ Showrooming Behaviour – A Supply Chain Perspective

With the mushrooming of new technologies and changing customers' shopping habits, it becomes absolutely necessary to understand the reasons and appreciate the customers' needs and preferences in an optimal way. Showrooming and Webrooming are the new terms which are making rounds in the prevailing multi-channel customer centric business model. In both these cases, consumers can interact with retailers across channels anytime, anywhere and at their convenience. Due to adversity of products and brands, shoppers of today hardly make an instant purchase decision. They would rather search and evaluate products either online or in-store. Though intense research seems to be happening with the focus on identifying ways to curb this behaviour, it has actually become a challenge to the back-end players of the supply chain, mainly the physical distribution. This study attempts to understand those dimensions of service quality of physical distribution; the dimensions of service loyalty that has an influence on showrooming behaviour of consumers’ of electronic goods in order to determine those factors of physical distribution service quality that has influence on service loyalty. The study is focused on the customers of electronic goods like mobiles, laptops and other electronic accessories.

A Study on Customer Satisfaction toward Logistics Service Quality in Omni-Channel and Multi-Channel Situation

정보통신의 발달과 스마트폰 보급의 증가로 소비자들은 다양한 방식으로 구매가 가능해져 오프라인과 온라인의 경계가 없 어지는 옴니채널이 등장하게 되었다. 그러나 현재 옴니채널이 도입되고 있는 시점에서 소비자들이 원하는 방식의 서비스 품질이 명확히 무엇인지 확인하기 힘들며 옴니채널의 실질적인 차이인 물류서비스 부분에서의 선행연구는 아직 부족한 실 정이다. 본 연구의 목적은 옴니채널 상황에서 물류서비스품질요소가 고객만족에 미치는 영향을 파악하고 멀티채널과 옴니채널의 채널특성에 따라서 차이가 발생하는지 분석하는 것이다. 연구 결과로는 첫째, 옴니채널과 연관성이 있다고 판단되는 물류서비스품질 요소인 전문성, 신속성, 정확성, 안전성, 편의성은 고객만족에 유의한 영향을 미치는 것으로 나타났다. 둘째, 옴니채널과 멀티채널의 채널특성에 따른 물류서비스품질과 고객만족간의 관계 분석에서는 전문성, 신속성, 편의성이 옴니채널 상황에서 더 중요한 요소로 평가되었다.With the development of information technology and the widespread use of smart phones, consumers can purchase from various sources, and the arrival of the omni-channel has eliminated the distinction between offline and online. However, when the omni-channel is introduced, it is difficult to confirm the quality of service that consumers expect, and there is still insufficient research on logistics service; this is the difference between an omni-channel and a multi-channel. The purpose of this study is to identify the effect of logistics service quality factors on customer satisfaction in the omni-channel situation, and to analyze whether the differences occur based on the channel characteristics of multi-channel and omni-channel. The results of the study were as follows: First, the expertise, promptness, accuracy, safety, and convenience, which are the logistics service quality factors considered to be related to the omni-channel, had a significant effect on customer satisfaction. Second, in analyzing the relationship between logistics service quality and customer satisfaction, consistent with the channel characteristics of omni-channel and multi-channel, expertise, promptness, and convenience were evaluated as more important factors in an omni-channel situation.

Factors Affecting Community Trust to Pay Zakat at the National Board of Zakat (BAZNAS) of South Kalimantan Province

According to the National Board of Zakat (BAZNAS) of South Kalimantan Province financial statement, the number of zakat funds received in 2016 was Rp. 901,599,200. However, the potential zakat in South Kalimantan Province in 2016 was Rp. 2,740.5 billion and it means that the zakat received is still far from the potential zakat. The aim of this study is for knowing whether knowledge factor, service quality factor, income factor, religiosity factor and institution image factor are related significantly on public trust in order to pay ZIS funds to the National Board of Zakat (BAZNAS) of South Kalimantan Province. The method of this research is a quantitative correlative with multiple linear regression analysis techniques. This study used a random sampling technique to muzakki National Board of Zakat (BAZNAS) of South Kalimantan Province as many as 159 respondents.
 From the results of this study, it concluded that the factor of knowledge, income, religiosity and institution image have a significant effect on public trust in order to paid ZIS funds to the National Board of Zakat (BAZNAS) of Kalimantan Province. Meanwhile, the service quality factor is not affecting public trust in order to paid ZIS funds to the National Board of Zakat (BAZNAS) of South Kalimantan Province.

Prequal: Analyzing The Forming Factors Of Telkomsel's Prepaid Customer Service Quality In Bandung

The development of communication technology has pushed fierce competition between each telecommunications service provider company in Indonesia. Therefore every company needs to understand services that can satisfy consumers to maintain it so that it does not move to compete for products. This research conducted to validate the scale of service quality measurement that can satisfy Telkomsel pre-consumer consumers in the city of Bandung. The study conducted using the EFA method with the Principle Axis Factoring (PAF) technique. Testing in this study conducted using Telkomsel prepaid consumers in Bandung as many as 237 respondents. The results showed that eight factors formed service quality, namely empathy, facilities, customer reliability and independence, employee attractiveness and facilities, employee competence, assurance, communication skills, and information quality. These factors are called prequal, which is the development of a validated instrument.

Measuring internal service quality: the case of the Greek public higher education institutions

Purpose The purpose of this paper is to investigate the idea of internal service quality in public organizations. An attempt is made to determine the key elements that define the concept of internal service quality and to identify the factors that support the attainment of high levels of internal quality. Internal service quality refers to the quality of services offered between units and/or employees within an organization and achieving internal quality in public authorities can contribute to the sustainability of the public sector. Design/methodology/approach A survey was conducted among administrative staff of the publicly owned Greek Higher Education Institutions. The research instrument uses a three-level approach on internal service quality: individual, departmental and organizational. The model was tested using exploratory and confirmatory factor analysis. Findings Findings reveal a five-factor structure of internal service quality by adding the factors of interdepartmental quality and the human aspect of internal service provision. Analysis of the data suggests that internal service quality is dependent on the level of responsibility of the respondent’s job. Research limitations/implications There is evidence that the individual internal service quality factor needs to be enhanced with more items. In addition, in order to gain generalizable results, further research should be conducted in various types of public organizations. Originality/value This study examines a questionnaire that evaluates internal service quality and proposes a basic five-factor model for estimating this type of service quality. It also triggers the use of internal service quality theory within public sector organizations.

Mediation Starring role of Student’s Satisfaction in Open Distance Learning in Sri Lanka

In the education environment Students’ Perceived Service Quality (SQ), Satisfaction (SAT) and students’ favourable or unfavourable behaviour can be considered as significant factors of students’ retention and accomplishment of registered programmes with in their stipulated time. The Open Distance Learning (ODL) is widely spread and established flexible pedagogy system with the fast-growing technological enhancement. Year by Year the student population has been drastically increased but completion rate has uncovered a very challenging situation. The service quality concepts which were limited only for customer-based criteria have originated various service quality significant factors and models in education field also. The purpose of this paper is to find out the significant service quality factors by using the modified SERVQUAL dimensions and the relationship between PSQ, SAT and Behavioural Intention (BI). For this study independent variables are Assurance, Empathy, Reliability, Responsiveness, and Website Content and dependent variables are Students’ PSQ, SAT and BI. The population was undergraduate students who have registered for academic year 2013/2014. The valid sample consisted with 744 students. Data collection were done by using a self-administered questionnaire and survey method. The significant relationships revealed; PSQ with Reliability, Responsiveness and Website Content. Further Students’ PSQ with SAT, PSQ with BI and SAT with BI. It is concluded that there is a strong relationship between PSQ and SAT in the ODL environment and a mediated relationship. The variance extracted from the PSQ and SAT were 26% and BI was 43%. It is recommended to select more SQ variables and should increase the sample size for more accuracy in future study as longitudinal. The implications will contribute theoretically and managerially to formulate practical guidelines and necessary strategies to improve the students’ favorable behaviour mediated by the Students’ SAT and PSQ.