Service Quality Factors Research Articles

Enhancing Chinese Students'Needs Satisfaction and Loyalty: The Importance of Service Quality

Nowadays, students’ psychological needs satisfaction at college is receiving increasing attention. The article analyzes the influencing factors of student psychological needs satisfaction in vocational education in Jiangsu, China.The purpose of this paper is to examine the associations between the five major factors of service quality, including assurance, empathy, reliability, responsibility and tangibles, and students’ psychological needs satisfaction, as well as their loyalty to college.Recommendations to improve students’ psychological needs satisfaction include strengthening the service function of government, promoting institutional research and the specialization of student affairs, in order to help students develop self-efficacy and other positive attitudes.

Analysis of The Influence of Customer Satisfaction, Experiental Marketing and E-Service Quality on Loyalty of KAI Commuter Customers

The goal of this study is to ascertain whether customer satisfaction, service quality, and experiential marketing directly affect consumer loyalty. People who commute by train are participants in this study. This study used a non-probability sampling technique called purposeful sampling, which had a sample size of 100 participants. The data analysis method used in this study is called path analysis. The study's findings show a definite correlation between customer satisfaction and the variable of service quality. Experiential marketing has a direct impact on customer satisfaction. Service excellence and experience marketing elements have a direct impact on customer satisfaction. Service quality has a direct bearing on customer loyalty. The experience marketing factor has a direct effect on customer loyalty. client happiness has a direct bearing on client loyalty. Service excellence, experiential marketing, and customer satisfaction all have a direct bearing on customer loyalty. The service quality factor indirectly influences customer loyalty by influencing client satisfaction. The experiential marketing element indirectly influences customer loyalty by influencing client satisfaction.

PENGARUH HARGA, VARIASI PRODUK, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PAKU DI UD. BADARUDIN GROUP TULUNGAGUNG

The issues discussed are regarding price, product variety, and service quality to reflect the relationship to customer satisfaction when purchasing nail products at UD. BADARUDIN GROUP TULUNGAGUNG. The purpose of the discussion is to determine the factors of price, product variety, and service quality that affect nail customer satisfaction at UD. BADARUDIN GROUP TULUNGAGUNG. The population and samples taken are consumers or customers of nail products who have made purchases at UD. BADARUDIN GROUP TULUNGAGUNG. The analysis technique used is Validity Test, Reliability Test, Classical Assumptions, Multiple Linear Regression Analysis. The results showed that the price partially did not have a significant effect on nail customer satisfaction. It can be seen from the results of the t test, the value of t price is 0.375 > 0.05. Product variation and service quality partially have a significant effect on nail customer satisfaction, it can be seen from the results of the t test, the t value of product variation is 0.000 <0.05 and the t value of service quality is 0.027 <0.05. Simultaneously price, product variety, and service quality have a significant effect on nail customer satisfaction, it can be seen from the results of the F test, the F value of price, product variety, and service quality is 0.000 <0.05. The value of the determinant coefficient (R2) is 0.630. This can be interpreted that the independent variables (price, product variety, and service quality) can explain the dependent variable (customer satisfaction) of 63.0%, while the rest is explained by other factors not examined such as store image, promotion, location and others.

Impact of Service Quality on Customer Satisfaction among Nepalese Cellular Mobile Service Providers

The objective of this study was to find out how satisfied customers are with Nepal Telecom and Ncell's mobile phone services. Both the analytical and the descriptive research designs were used in this study. All users of Nepal Telecom and Ncell mobile telephone services make up the study's population and 400 mobile telephone services user was considered as a sample of the study. In this study, correlation analysis was used to find the relationship between service quality factors and customer satisfaction and linear regression analysis was used to evaluate multiple independent variables that affect the dependent variables. The findings of this study depict that moderately positive correlation between tangibles, assurance, reliability, responsiveness, empathy, convenience, complaint handling, network quality, and customer satisfaction with mobile service providers. Similarly, the correlation is significant for tangibles, assurance, reliability, responsiveness, empathy, convenience, complaint handling, and network quality with customer satisfaction. This study also shows there was an insignificant impact of tangibles, reliability, responsiveness, convenience, complaint handling, and network quality of service quality on consumer satisfaction but an insignificant impact of assurance and empathy of service quality on consumer satisfaction among Nepalese cellular mobile service providers.

Analysis of Service Quality Factors of the Regional Planning Agency of Aceh

Objective: This study examines how collaborative public innovation, transformational leadership, knowledge acquisition, employee competencies, innovative climate, and organizational performance affect service quality at the Regional Planning Agency of Aceh. Methods/Analysis: The study used quantitative analysis, qualitative interviews, and surveys. The data were analyzed using the SERVQUAL model and scatter analysis approaches. The correlation between variables was analyzed by Spearman rho correlation, while Kruskal-Wallis analyzed the significance between variables. Finding: The SERVQUAL model shows the Regional Planning Agency of Aceh provides good quality services; 98% of respondents gave an excellent rating, and 12% were good. Scatter analysis shows that the agency consistently meets expectations. Spearman rho correlation analysis shows that all determinant factor variables have a strong relationship with improving service quality and are also significant between variables (p<0.05). Novelty/Improvement: Improving the quality of the organization (Regional Planning Agency of Aceh) is primarily determined by the knowledge acquisition factor, which is followed by collaborative public innovation, transformational leadership, employee competencies, and an innovative climate. Doi: 10.28991/ESJ-2023-07-05-017 Full Text: PDF

식자재 플랫폼 비지니스의 서비스품질 영향요인이 재구매의도에 미치는 영향

As non-face-to-face consumption patterns have rapidly spread due to COVID-19, the online market has also grown rapidly, and in particular, general malls have expanded the sales of food ingredients into new portfolios, and the consumer purchasing trend is for 1-2 day delivery for raw materials where freshness is key. Service can be said to be the key driving force that made this possible. As the majority of food ingredient platforms have established similar delivery systems, it can be said that the services of each company have become standardized. In this situation where competition is intensifying, understanding what food ingredient buyers using online platforms truly want should be a priority, and an overall evaluation and measurement of factors affecting consumer behavior is necessary. In this study, in order to analyze the impact of service quality influencing factors of platform business on repurchase intention, the service quality influencing factors were transaction convenience, convenience convenience, personalized information, information quality, delivery timeliness, and packaging based on existing prior research. They were categorized by friendliness, and a survey was conducted targeting the general public who had experience purchasing food ingredients using the platform. An empirical analysis was conducted using the statistical package SPSS 24.0 on 208 responses received through a Google online survey over a period of about 3 weeks from June 20, 2023.
 The research results are as follows. First, transaction convenience, information quality, and packaging friendliness had a positive influence on repurchase intention. Second, in the relationship between service quality factors, reliability, and repurchase intention, the mediating effect of trust fully mediates the relationship between information quality → trust → repurchase intention, and partially mediates the relationship between packaging friendliness → trustworthiness → repurchase intention. It was found that Based on the results of this empirical analysis, academic and practical implications were presented. First, the significance of the study is that it confirms that branding and friendliness of delivery packaging are recognized as new differentiation points in a situation where convenience and timeliness are being standardized beyond essential factors such as price and product. Second, continuous research should be conducted and reflected in that service quality improvement points for long-term profit generation are evolving in various ways by analyzing the influence of repurchase intention rather than one-time purchase intention. Third, although the study focused on cases on large platforms, small startups targeting niche markets can also transform and apply it as a point of differentiation by varying the scale.

Enhancing Customer Loyalty among Small-Scale Indonesian Food Enterprises in Surabaya through Service Quality, Marketing Mix, and Customer Satisfaction

This study aims to enhance customer loyalty among small-scale Indonesian food enterprises (SIFE) in Surabaya by examining the factors of service quality, marketing mix, and customer satisfaction. The research involved a total of 460 respondents affiliated with 50 small-scale Indonesian food enterprises in Surabaya. The respondents were required to be at least 17 years old, and the enterprises were expected to specialize in selling Indonesian food within the price range of IDR 8000 to IDR 25,000. The data was analyzed using two methods: factor analysis and structural equation modeling employing GeSCA. The findings indicate that both service quality and marketing mix exert significant influence on customer satisfaction. Furthermore, service quality directly and significantly impacts customer loyalty, whereas the direct influence of marketing mix on customer loyalty is not statistically significant. Notably, customer satisfaction significantly affects customer loyalty, acting as a mediator that links the variables of service quality, marketing mix, and customer loyalty within SIFE.

A Study on the Determinants of Medical Institution’s Customer Satisfaction and Loyalty: Focused on the Effects of Service Quality Factors

A Study on the Determinants of Medical Institution’s Customer Satisfaction and Loyalty: Focused on the Effects of Service Quality Factors

ANALISIS KEPUASAN PASIEN BERDASARKAN ASPEK PELAYANAN DAN KOMUNIKASI INTERPERSONAL (Studi Pada Pasien RSUD Datu Beru Takengon Kab. Aceh Tengah)

The research aims to analyze patient satisfaction at the Datu Beru Takengon Regional General Hospital (RSUD) to obtain empirical input regarding the influence of service quality factors and interpersonal communication carried out by medical and non-medical employees in caring for patients and patient families. The research was based on a survey of 50 samples of patients who had previously used hospital services, with an associative type and using a path analysis model. The results of the research show that (a) there is a causal relationship (associative) between service quality and interpersonal communication between medical and non-medical personnel at Datu Beru Takengon Regional Hospital with a strong category (0.845), (b) Service quality factors have a causal relationship (associative) has an impact on cause and effect (associative) relationships. positive towards patient satisfaction, with a direct and indirect contribution of 68.11%. And the interpersonal communication aspect of RSUD officers was 30.58%. (C). Simultaneously, the quality of service and interpersonal communication at RSUD Datu Beru Takengon contributed to patient satisfaction, namely 77.10%.

Analisis Faktor Kepuasan Pelanggan Service Mobil Pada Bengkel Daihatsu Cabang Maumere

Customer satisfaction or dissatisfaction is the key to success in a company. The higher the level of customer satisfaction, the greater the profit for the company, because this will have an impact on the desire of customers to return to using the products and services provided. This study has two objectives, first, to determine the factors that influence customer satisfaction of car service at Daihatsu workshop, Maumere branch, and second, to determine the most dominant factor influencing customer satisfaction using service at the Daihatsu workshop, Maumere branch. The sample of this study consisted of 50 respondents from customers who used car service at the Daihatsu workshop, Maumere branch with the following criteria: a). Using the Daihatsu car brand and other car brands. b). Using the Daihatsu car repair shop service more than twice. The sampling technique uses incidental sampling. The scale used in this study is a scale of service quality, brand image or company image, and prices compiled by the researchers themselves. The service quality scale has a reliability coefficient of 0.899, the brand image scale has a reliability coefficient of 0. 800, and the price scale has a reliability coefficient of 0.894. This research includes quantitative research with an exploratory factor analysis approach. The results of this study indicate that service quality, brand image or company image and price are factors that affect customer satisfaction of car service at the Daihatsu Maumere branch, which can be explained by the results of the factor analysis test which shows that the KMO, Bartlett's Test, and MSA numbers have met. criteria or terms in the factor analysis provisions: The number of KMO is 0.556 with the Bartlett's Test 0.000. MSA numbers are: service quality factor gives MSA number of 0.529, brand image factor gives MSA number of 0.674 and price factor gives MSA figure of 0.533.

The Influence of Taxpayer Awareness, Tax Service Quality, and Tax Sanctions on Taxpayer Compliance Level with Taxpayer Financial Condition as a Moderating Variable

This study aims to analyze the factors influencing individual taxpayer compliance in the Pratama Tax Office of Gianyar. The analyzed factors encompass taxpayer awareness, tax service quality, tax sanctions, financial condition, and the moderating influence of financial condition on the relationship between these factors and taxpayer compliance. The analysis is conducted using the Partial Least Square (PLS) method. Data were collected from 340 respondents who are individual taxpayers in the Pratama Tax Office of Gianyar. The analysis results indicate that the factors of taxpayer awareness and tax service quality have a positive and significant impact on taxpayer compliance. However, the tax sanctions factor does not have a significant influence on taxpayer compliance. Furthermore, financial condition moderates the influence of taxpayer awareness and tax service quality on taxpayer compliance. This research holds significant implications for the Pratama Tax Office of Gianyar in enhancing taxpayer compliance. The research findings demonstrate that the variables of taxpayer awareness and tax service quality exert a positive and significant influence on taxpayer compliance. This suggests that taxpayers with a higher awareness of tax obligations and who experience good tax services tend to be more compliant in fulfilling their tax obligations. These findings align with prior research indicating a positive relationship between taxpayer awareness, tax service quality, and tax compliance.

Service Quality Factors Affecting Interest in Repeat Outpatient Patients

Patient satisfaction levels are a good sign of how well a hospital provides services. The likelihood that a patient will return increases if they are satisfied with the hospital's services, which obviously benefits the facility. In this study, Royal Prima Medan outpatients' intentions to return to RSU were examined in relation to several service quality metrics. A cross-sectional design was used for this analytical survey research study. The study's population consisted of 4,011 average outpatients at the Pulmonary and Cardiac Polyclinic from July to August 2022. A sample of 98 respondents using an unintended sampling strategy was drawn from this cohort. Methods for univariate, bivariate, and multivariate data analysis were used in this study. The findings showed that the intention to return to the hospitalized patients road was influenced by the variable quality of infrastructure (sig-p = 0.004 0.05), the variable quality of human resources (sig-p = 0.025 0.05), and the variable quality of security (sig-p = 0.015 0.05), whereas the personal quality variables (sig-p = 0.054 > 0.05, gender = 0.253 > 0.05, education = 0.322 > 0.05, and occupation) were not.. According to the study's conclusions, it is thought that providing health staff training, reducing patient costs for less fortunate patients, and creating an organizational structure focused n duties and education will all enhance the hospital.

Analysis of The Influence of Personal Factors and The Quality of Health Facilities Services and The Quality of Insurance Services on The Intention to Pay Health Insurance Contributions With Participant Satisfaction as an Intervening Variable

Willingness to pay BPJS Health contributions in a timely and continuous manner is very necessary to ensure the sustainability of the JKN program. Personal factors, quality of health facility services, quality of insurance services and customer satisfaction are important factors that influence JKN participants to pay BPJS Health contributions. The aim of this research is to analyze the influence of personal factors and the quality of health facility services as well as the quality of insurance services on the intention to pay health insurance contributions with participant satisfaction as an intervening variable. This research used a purposive sampling method for 286 BPJS Health participants. This research uses an SEM approach using the SmartPLS 3.0 program. The research results show that the quality of insurance services and the quality of health facilities services have a positive and significant effect on participant satisfaction. Apart from that, personal factors also have a positive and significant effect on participant satisfaction. In the context of intention to pay contributions, insurance service quality, service quality and personal factors have a positive and significant influence. The suggestion from this research is to expand the sampling population and types of health facilities to gain broader insight. The managerial implication is that BPJS Health must maintain and improve the quality of services provided to participants, both health facility services and BPJS insurance services themselves. Personal factors of BPJS participants need to be considered, so that they can influence satisfaction and intention to pay contributions consistently

Influences And Antecedents That Influence Home Purchase Decisions Through Sharia Mortgage Financing (Study On KCP BTN Syariah Kalimas Bekasi Branch Customers)

This study aims to investigate the influence of marketing mix and service quality on customers' decision to purchase a house through Sharia financing at Bank BTN Syariah. The population of this research consists of customers who have purchased a house using Sharia financing from Bank BTN Syariah KCP Kalimas Bekasi. The sample size for this study is 150 individuals. The data analysis method employed in this research is multiple linear regression analysis. The results of the study show that both marketing mix and service quality have a significant simultaneous effect on customers' house purchase decisions. Furthermore, the partial results of the hypothesis test also indicate that marketing mix and service quality significantly influence customers' house purchase decisions. In conclusion, this research demonstrates that marketing and service quality factors play a crucial role in shaping customers' decisions to purchase a house through Sharia financing at Bank BTN Syariah KCP Kalimas Bekasi. Therefore, the bank needs to enhance service quality and marketing strategies to attract customers' interest in choosing Sharia financing as a solution for their house purchase

A New Technological Model on Investigating the Utilization of Mobile Learning Applications: Extending the TAM

Mobile learning has become increasingly important for higher education due to its numerous advantages and transformative potential. The aim of this study is to investigate how students perceive and utilize mobile learning (m-learning) services in universities. To achieve this objective, a conceptual model was developed, combining the TAM with additional new determinants, including perceived security, perceived trust, perceived risk, and service quality. The primary goal of this model is to assess the adoption of m-learning apps among users in university settings. To evaluate the proposed model, SEM was utilized to test the research model. The findings of the study highlight the critical roles of perceived security, perceived trust, and service quality in promoting the adoption of m-learning apps. Moreover, the results indicate that perceived risk negatively impacts both students’ trust and their attitudes towards using mobile learning services. The study reveals that the perceived trust, and service quality factors positively influence students’ attitudes towards adopting m-learning apps. These research findings hold significant implications for universities and academia, offering valuable insights to devise effective strategies for increasing the utilization of m- learning services among students. By gaining a deeper understanding of students’ perceptions and acceptance, universities can optimize their m-learning offerings to cater to students’ needs and preferences more effectively.

THE IMPACT OF SERVICE QUALITY ON THE EMOTIONAL WELL-BEING OF STUDENTS: A STUDY AMONGST COLLEGE STUDENTS IN KUALA LUMPUR, MALAYSIA

The emotional well-being and mental health of students in the higher education sector have been greatly researched over the past few years since students are increasingly subjected to various stressors in their daily lives. One element of such stressors would be the impact of service quality within the educational institution itself. However, previous studies had mainly focused on the influence of service quality regarding student satisfaction or motivation and completely overlooked their emotional well-being. The purpose of this study is to examine the effect of service quality on the emotional well-being of students in higher learning institutions by employing the HESQUAL model to discern on whether emotional well-being is affected by service quality and if so, the level of its impact. Primary data have been utilised and collected through a questionnaire created according to the model discussed, and were analysed with a sample size of 105 students. The findings of this study showed that Service Quality Factors such as Physical Environment Quality, Administrative Quality and Quality of Support Facilities has an effect on the emotional wellbeing of students, supporting the objective of this study. The data illustrates how each change in the level of service quality influences a change in emotional well-being. However, it is clear that further investigations are required in the future since there are variables that could be improved upon.

외식기업의 서비스품질과 기업평판에 대한 구조적 분석

The purpose of this study was to examine the effect of food service companies’ service quality and the corporate reputation as they tend to be rapidly recovered after COVID-19. To this end it administered questionnaires to adults over 20s in Seoul and Gyeonggi-do, who have experienced Korean family restaurants, by setting implementation factors of food service companies’ service quality, based on the previous research. From the findings, the service quality and customer satisfaction were found to have significant effects on the corporate reputation. In addition, menus, services, physical environment and food quality, among the service quality factors, were found to have partially mediating effects on the customer satisfaction, while the food attributes did no have a significant effect on it, so they was found to have a fully mediating effect. On the basis of the findings, this study provided suggestions for reorganizing food service companies.

Management Implications: Repurchase Decisions in the Retail Technology Supply Chain in the Retail Industry in Digital Retail Companies

This study aims to find out how digital retail companies retain their customers by being active as registered partners who continue to make repurchases. Understanding partner’s positive perceptions is key in improving repurchase decisions. Marketing Strategy, Service Quality and situational factors are studied to understand the strengthening of these positive perceptions. Attitude Towards Norm is known as one of the predictors in influencing purchasing decisions so that the relationship between these variables is also studied in this study. This research method is quantitative. Data obtained from an online questionnaire of 384 respondents. Descriptive analysis was conducted to determine the demographic background of the respondents. Associative analysis was carried out to identify the relationship between Marketing Activities, Service Quality, Attitude Towards Norm, Social Influence and Repurchasing Decision. The results show that all the effects of exogenous variables are found to be significant, except that Service Quality does not directly have a significant effect on Repurchase Decision.

How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement

In the context of sports fitness centers, understanding the relationship between service quality and customer experience is crucial for enhancing customer loyalty and building long-term relationships. This study aims to explore the impact of service quality factors on customer satisfaction, trust, commitment, and loyalty, with a specific focus on the moderating role of sport involvement in shaping consumer experiences and perceptions. For this purpose, a cross-sectional survey was conducted with 606 consumers of sports fitness centers in Zhengzhou, China. The results of a latent moderated structural equation (LMS) analysis via Mplus version 8 indicate a positive relationship between tangibility, reliability, responsiveness, assurance, and empathy with customer satisfaction in sports fitness centers. Additionally, customer satisfaction positively affects trust and customer commitment, which in turn positively affect loyalty. Furthermore, sport involvement moderates the effects of reliability, responsiveness, assurance, and empathy on satisfaction. Finally, trust and commitment mediate the relationship between satisfaction and loyalty. The present study has theoretical implications through illuminating the process mechanism of the effect of service quality on consumer loyalty, and it empirically shows different patterns of consumer experiences depending on sport involvement. Additionally, the results provide practical implications for developing effective service quality in sports fitness centers.

Ambulance location routing problem considering all sources of uncertainty: Progressive estimating algorithm

The main concern of any emergency medical services (EMS) in the world is to provide quality services to emergency calls in the shortest possible time. In this paper, the Ambulance Location Routing problem (ALRP) is proposed that is a mathematical attempt to obtain optimal cost-oriented strategic decisions (locating EMS centers and allocating ambulance fleet) in a way that guarantees service quality factors like response time, service level, and definite treatment time through optimal ambulance routing. In response to the concerns that emergency medical services deal with, in this research, a novel mixed-integer two-stage stochastic programming model is developed that can consider the uncertain nature of parameters like emergency calls, travel times, and pathways, simultaneously. Considering a heterogeneous fleet of ambulances to provide specialized out-of-hospital services and to use the treatment golden time, and considering different types of patients in terms of the need to be transferred to the hospital, are among the most vital innovations of the proposed ALRP. To tackle the computational complexity, a new decomposition-based heuristic method called the Progressive Estimating Algorithm (PEA) is developed. PEA is a modified version of the classic PHA and solves its drawbacks, like the possibility of being placed in a loop or prolonging the solution time by changing the method of calculating the first stage variables in each iteration. Therefore, by considering a large number of scenarios, PEA can reach feasible near-optimal solutions more efficiently. We have employed the actual data of a city with nearly 800.000 population, as a case study to validate the proposed ALRP model and the PEA method. The obtained results demonstrate that the proposed ALRP solution is valid, and the PEA can reach the near-optimal solution, in a very reasonable time, and with no exception, outperform the PHA. The results also show that the ALRP model reduces costs on average by 30% compared to a benchmark model. In addition, it is found that the solution obtained for the case study can reduce costs by 58% compared to the current state of the EMS in this city while guaranteeing the quality of services. Furthermore, the need to use a heterogeneous fleet of ambulances and scattered stations in the region is recommended to improve the performance of EM services. Finally, the unique way of looking at the integrated problem of location, allocation, and routing in the proposed ALRP and the idea of PEA are attractive for further studies in the field of EMS planning and other optimization problems, and several suggestions for future studies are mentioned in Conclusion Section.