Influence Of Service Quality Dimensions Research Articles

ANALISIS DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PADA RUMAH SAKIT SANTA ELISABETH MEDAN

This research aims to examine the influence of service quality dimensions, including reliability, responsiveness, assurance, tangibles, and empathy, on patient satisfaction at Santa Elisabeth Hospital in Medan. The study sample consists of 96 patients, with data collected through questionnaires and documentation. Data analysis was conducted using descriptive and inductive methods. The results indicate that reliability, responsiveness, assurance, tangibles, and empathy positively affect patient satisfaction, with assurance having a greater impact on patient satisfaction compared to reliability, responsiveness, tangibles, and empathy. Both t-tests and F-tests show that reliability, responsiveness, assurance, tangibles, and empathy have a positive and significant partial and simultaneous effect on patient satisfaction at Santa Elisabeth Hospital in Medan. The coefficient of determination (R Square) value is 0.514, indicating that 51.4% of patient satisfaction can be explained by the service quality dimensions (reliability, responsiveness, assurance, tangibles, and empathy), while the remaining 48.6% is explained by other factors not covered in this study, such as security, promotion, and communication. To enhance the service quality dimensions related to reliability, responsiveness, assurance, tangibles, and empathy, continuous improvements are necessary to increase patient satisfaction.

Analysis of Trust and Quality of Service on Patient Satisfaction at Barito Selatan Hospital in Central Kalimantan

This research in the field of services marketing aims to determine and analyze the influence of service quality dimensions of tangible, reliability, responsiveness, assurance and empathy partially and simultaneously on patient satisfaction at the South Barito Regency hospital in Central Kalimantan Province. The research method used in this research is a quantitative method with the type of research, namely field research and analyzed using partial study statistics (PLS). The sample in this research was selected using non-probability sampling techniques. The number of samples used was 200 patients as respondents. The results of this research show that: tangible service quality has a significant effect on the patient satisfaction variable, the service quality dimension of reliability has a significant effect on the patient satisfaction variable, the service quality dimension of responsiveness has a significant effect on the patient satisfaction variable, the service quality dimension of assurance has a significant effect on the variable patient satisfaction, the service quality dimension of empathy has a significant effect on the patient satisfaction variable

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PASIEN PADA KELAS VIP, 1, 2, DAN 3 (STUDI PADA RSU PKU MUHAMMADIYAH GAMPING YOGYAKARTA)

This thesis examines the influence of service quality and price to patient satisfaction at the class VIP, 1, 2, and 3 in RSU PKU Muhammadiyah Unit 2 Gamping Yogyakarta. The issues examined are: there is influence of service quality and price to patient satisfaction simultaneously at class VIP, 1, 2 and class 3 in RSU PKU Muhammadiyah Unit 2 Gamping, there is influence of service quality dimensions to patient satisfaction individually at class VIP, 1, 2 and class 3 in RSU PKU Muhammadiyah Unit 2 Gamping, and there is influence of service prices on patient satisfaction individually at class VIP, 1, 2 and VIP 3 in RSU PKU Muhammadiyah Unit 2 Gamping.
 This research is quantitative with the cross sectional study such as data collected only once. Data collected using questionnaires. Questionnaires carried out on 160 RSU PKU Muhammadiyah Unit 2 Gamping patients who are derived from the class VIP, class 1, 2, and class 3. Respondents determined by using convenience sampling who have stayed at PU Muhammadiyah Hospital Unit 2 Gamping at least 1 day.
 From the study, it is found that there is significant effect of service quality and price simultaneously on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping. It is known from the results of the F test which is getting significant results for all classes at µ (0,05). This means that hypothesis 1 proved (There is the influence of service quality and cost simultaneously on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping). There is significant influence of dimensions of service quality individually to patient satisfaction at class VIP, 1 , 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping. It is known from the results of the F test which is getting significant results for all classes at µ (0,05). This means that hypothesis 2 proved (There is the influence of the dimensions of service quality individually on patient satisfaction at class VIP, 1, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping). In this case dimension that has a significant influence on the VIP is tangibles dimension, responsiveness and empathy (the most dominant is empathy). Dimensions that have a significant influence on the class 1 is responsiveness dimension and empathy (the most dominant is empathy). Dimensions that have a significant influence on the class 2 is all dimensions (the most dominant is reliability). Dimensions that have a significant influence on the class 3 is assurance dimension (the most dominant is assurance).
 There is significant influence of price to patient satisfaction individually at class VIP, 2 and 3 in RSU PKU Muhammadiyah Unit 2 Gamping, except in patients class 1. It is known from the t test at µ (0,05).

THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN LIMITED COMPANIES (PT). ADIRA DINAMIKA MULTI FINANCE SATELLITE SIDENRENG RAPPANG DISTRICT

This research aims to assess the influence of service quality dimensions, namely Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), and Tangibles (X5), on customer satisfaction (Y) in the Limited Liability Company (PT) Adira Dinamika Multi Finance Satellite Sidenreng Rappang. Through the distribution of questionnaires to 65 respondents, the study found that all service quality dimensions both partially and simultaneously affect customer satisfaction. Service quality emphasizes meeting customer needs and delivering services accurately as per expectations. The correlation analysis results indicate that the Reliability dimension (X1) has the most dominant influence on customer satisfaction, reaching 86.8%, while 13.2% is influenced by other factors not investigated in this study. The F-test confirms that collectively, service quality dimensions significantly influence customer satisfaction. With an F-value of 85.194, far exceeding the F-table (2.37), the research supports that these variables have a significant simultaneous impact. The second hypothesis, stating that the Reliability dimension (X1) has a dominant influence, is substantiated with the highest t-value of 6.429 and a significance of 0.000. Therefore, H0 is rejected, and Ha is accepted. In this series of findings, it can be concluded that the Reliability dimension is the key factor in enhancing customer satisfaction at PT Adira Dinamika Multi Finance in Sidenreng Rappang.

Influence of Service Quality Dimensions on Auditee Satisfaction (Study on Local Government Internal Auditors)

This study aims to analyze whether the quality of service dimensions of the local government internal auditor affects the level of auditee satisfaction. This study uses a quantitative approach. The primary data obtained through a survey method by conducting interviews and questionnaires to respondents. The audit opinion related to the quality of audit services are measured by a 5 (five) scale range (strongly disagree = 1 to strongly agree = 5). In this study, five dimensions of service quality audit were used, consisting of tangible, reliability, responsiveness, assurance, and empathys. The research results show that the five dimensions of service quality are proven to have a significant effect on auditee satisfaction on the role of auditors in carrying out their functions as consultants. There is a strong and positive influence on the quality sevices of the auditor's role as a consultant on audit satisfaction. Results of the adjusted R square shows that 80.6% of the auditee satisfaction variable can be explained by the service quality dimensions, while the remaining 19.4% is influenced by other factors outside the service quality dimensions.

Kualitas Pelayanan Yang Berdampak Pada Kepuasan Pelanggan

This research aims to examine the influence of service quality dimension, namelytangible (physical evidence), reliability, responsiveness, assurance, and empathy,on the statisfaction of customers at the payment counters for electricity, water, andonline telephone services of Mitra Sumatera 008 Stabat. The population of this study consists of customers. The research sample consist of 30 respondents selectedusing Non- Probability sampling technique with an Accidental Sampling approach.This approach selects respondents based on chance encounters with the researcherand considered suitable to be included as samples. The analysis results indicatethat the indicators are valid and the variables are reliable, thus they can be used for further analysis. In testing the classical assumptions, no issues ofmulticollinearity (high correlation between independent variables). heteroscedasticity (unequal residual variances), or non-normal distribution of residuals were found. This indicates that the regression model used satisfies the classical assumptions. Based on the research findings, it can be concluded that the dimension of service quality, namely tangible, reliability, responsiveness, assurance, and empathy, have a significant influence on the satisfaction of customers

The Influence Of Service Quality Dimensions On Customer Loyalty With Customer Satisfaction As An Intervening Variable

This study aims to determine the effect of the dimensions of service quality on customer loyalty at the coffee shop, with customer satisfaction as the intervening variable. The research method used in this study is a quantitative method by giving questions to a number of respondents using a questionnaire on the form (google form). The results of this study show that the responsiveness and empathy variables have a direct and significant influence on customer satisfaction at the Laju Coffee shop and this study also proves that the customer loyalty at Laju Coffee Shop is also influenced by the customer satisfaction.

Service quality dimensions affect outpatient satisfaction

<p><strong><em>Background:</em></strong><em> Monitoring the level of patient satisfaction is the target of health agencies, in this case hospitals, to develop and compete with other hospitals. This measure is to determine the extent to which the dimensions of the quality of health services that have been prepared meet patient expectations.</em> <em>The increasing quality of service in a hospital is expected to be able to meet the expectations of patients so that this results in patient satisfaction. One type of health service that exists in hospitals is outpatient services which are required to provide quality services, by providing services to patients and patient families in accordance with quality standards of meeting patient needs and expectations.</em></p><p><strong><em>Objectives:</em></strong><em> To determine the influence of service quality dimensions on outpatient patient satisfaction.</em></p><p><strong><em>Methods:</em></strong><em> This type of research is quantitative with a cross-sectional research design. The population in this study were all outpatients at RSUP Dr. Soeradji Tirtonegoro. The sampling technique used in this study is probability sampling with simple random sampling. The number of samples in this study were 200 respondents. Data analysis in this study used univariate analysis, bivariate analysis with Spearman rank and chi-square statistical tests and multivariate analysis with logistic regression statistical tests.</em></p><p><strong><em>Results:</em></strong><em> The results showed that there was an influence of responsiveness and empathy dimensions on general outpatient patient satisfaction at hospital of dr. Soeradji Tirtonegoro. It is known that in the multivariate test both dimensions were affected 5 and 27 times respectively in influencing general outpatient patient satisfaction with a p-value of 0.003 and a p-value of 0.005, respectively.</em></p><strong><em>Conclusions:</em></strong><em> There is an influence between the dimensions of quality (Responsiveness and Empathy) on patient satisfaction outpatient at dr. Soeradji Tirtonegoro hospital</em>

Analysis of the Effect of Service Quality Dimensions, Perceived Value, and Trust on Customers of Delivery Services through E-commerce

The objective of this study was to examine the value of the influence of service quality dimensions, customer perceptions and beliefs on satisfaction in using delivery services. This research was conducted on selected shipping services via e-commerce in Indonesia with a total of 389 respondents. The novelty of this research lay in the social and economic conditions when the COVID-19 pandemic was still ongoing and according to government policies or calls for people to stay at home. This study concluded that the dimensions of assurance and empathy had a positive and significant effect directly and indirectly through trust on customer satisfaction, the tangible dimension only influenced customer satisfaction indirectly through trust. Meanwhile, the other two dimensions of service quality, namely responsiveness and reliability, did not affect customer satisfaction either directly or indirectly through trust. Trust could also mediate between the relationship between perceived value and customer satisfaction. It could be seen that it had an original sample value of 0.161 and a Pvalue of 0.000, which was smaller than 0.05.

THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY

The study explored the influence of service quality dimensions on customer satisfaction in the Nigerian banking industry. A collection of four hundred (400) customers of sixteen Deposit Money Banks (DMBs) quoted in the Nigerian Stock Exchange (NSE) that operates in Benin City, Edo State, Nigeria were given questionnaires for the study, out of which three hundred and sixty seven (367) were found fit in testing the formulated hypotheses. Data collected through questionnaires administration were analyzed using descriptive and inferential statistical instruments. Findings from the study show that service quality tangibility and reliability are statistically insignificant with customer satisfaction within the quoted DMBs in Nigeria. The study recommends that management of DMBs should enhance the appearance of staff, communication materials, physical facilities and equipment among others. Also, banks management and staff should provide adequate procedures to perform their promise service dependably and accurately.

Sports consumers conformity behavior: expectations from online vs. offline personal training studios sessions

ABSTRACT Rationale/purpose This study explores the influence of service quality dimensions on the satisfaction of personal training studios and gyms’ customers in a physical and digital environment through online and offline training sessions. Also, it fills a gap in research concerning the existence of different expectations that trainees may have from the two types of training offerings. Design/methodology/approach Drawing on the service quality literature, SERVQUAL’s dimensions were employed to test the six formulated hypotheses. Data were collected from 363 customers of personal training studios in Greece, which have experience in both online and offline training sessions, using the convenience sampling method, both online and offline training sessions. To test the first five hypotheses, regression analysis for both session types was performed, and as for hypothesis 6, the Laplace criterion was used. Findings Findings indicate that for both online and offline training sessions, Perceived Value was the most important dimension, followed by Assurance, Responsiveness and last Reliability, whereas Empathy was insignificantly related. Also, results revealed a different expectation level between the two service offering methods, where trainees seem to expect more from offline than online sessions. Practical implications The results indicate that among strong service quality dimensions are variables that are within the reach of management. Research contribution The paper adds to the existing research on service quality in the sports and fitness industry by focusing on personal training studios and gyms, as well as on trainees’ quality perception and expectations of the relatively new online channel of service provision in the specific area.

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

The mobile telecommunication (telecom) sector has become the basic source of information nowadays, especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country.

Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty

ABSTRACTStrengthening Islamic banking funding is one of particular strategies in the Indonesian Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase market share and customer satisfaction of Islamic banks. This study aims to identify influence of service quality dimensions on customer satisfaction and their impacts on customer loyalty in Islamic banks in Indonesia. This study used a quantitative approach. Its data were collected by an online questionnaire with five Likert scales randomly given to 136 customers from several Islamic banks who had direct transactions at the Islamic banks. The sampling technique of this study used a purposive sampling technique, and its analysis technique used Structural Equation Modeling based on Partial Least Square (SEM-PLS). The findings of this paper indicate that the dimensions of both compliance and responsiveness have significant influence on customer satisfaction and customer loyalty. Meanwhile, assurance, reliability, and empathy dimensions have no significant impacts on customer satisfaction and customer loyalty. Tangible dimension has significant influence on customer satisfaction but has no significant influence on customer loyalty. Customer satisfaction has a significant impact on customer loyalty.Keywords: Islamic bank, CARTER model, customer satisfaction, customer loyalty

Antecedents and consequences of fast-food restaurant customers' perception of price fairness

PurposeThis study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food restaurants on price fairness and its consequence on customer retention.Design/methodology/approachThis survey collected 331 responses using the public intercept method. Data analysis involved performing confirmatory factor analysis (CFA) on the measurement model, followed by structural equation modeling. Moderation analysis was performed using SPSS (model1 in process macro), while mediation was performed using model 4 in process macro.FindingsEmpirical results of this study revealed the positive effect of restaurant service quality dimensions on price fairness and price fairness on customer retention. It also revealed that brand image strengthened the restaurant service-quality/price fairness interrelationship, and that customer satisfaction partially mediated the price fairness/customer retention interrelationship.Research limitations/implicationsFindings of this study are useful to marketers and fast-food restaurateurs in establishing the right combination of service quality dimensions and brand image that increase perceptions of price fairness and increase customer satisfaction and retention.Originality/valueThis study contributes to advancing the theoretical foundations of customers' perceived price fairness and retention research, specifically in the understudied fast-food sector of emerging economies. It extends the application of the equity theory to expose the direct and indirect influences on customer perceived price fairness and customer retention. The findings provide a better understanding of price fairness perceptions.

Antecedents of Customer Loyalty (CL) in the Mobile Telecommunication Companies in Cameroon

The mobile telecommunication (telecom) sector has become the basic source of information now-a-days especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country. This study complements to extant literature by examining the influence of the five service quality dimensions; tangibility, reliability, assurance, responsiveness, and empathy on consumer loyalty or retention in the mobile telecommunication companies in Cameroon.

Passenger Loyalty Analysis: Case Study on Indonesian Commuter Trains

This study was aim is to analyze and describe passenger loyalty influenced by the desired service quality performance and satisfaction at PT Kereta Commuter Indonesia (KCI). A sample consisting of 198 respondents was selected based on the particular criteria. The analysis method used was Satistical Package for Social Science (SPSS) version 24 and Analysis of Moment Structure (AMOS) version 22. The results obtained from three hypotheses revealed that the performance of service quality influenced significantly on satisfaction. The service quality performance influenced loyalty significantly. Satisfaction significantly influences loyalty. The customer satisfaction mediated the significance influence of service quality dimensions toward loyalty of the customers. Important dimension in this study were that KCI officers were disposed to help if needed; passengers had a positive attitude; and KCI was the main choice rated by respondents. This study provided theoretical and managerial contribution for marketing service feild. In terms of theoretical implications, each dimension of the performance of service quality could show different levels of the effect toward consumer behavior and was able to offer significant contribution for a company.

The Influence of Service Quality Dimensions On Customer Satisfaction Within Visa Facilitation Centres in South Africa

Over the past few years, there has been a heightened importance on service quality and customer satisfaction within service units of the South African government. This is evidenced by nationwide service delivery protests, suggesting that the quality of service that is expected to be delivered, as envisaged by the public, as customers, is not being delivered to expectation. Visa facilitation service (VFS) centres were established in South Africa in 2014 as a radical departure, which was informed by the South African government’s commitment to improve efficiencies and turnaround time. In cognisance of the visa facilitation centres’ context, a non-probability convenience sampling procedure was adopted. Data were generated from 297 international students conveniently drawn from a selected university in Gauteng province of South Africa. The multiple regression analysis undertaken showed positive significant predictive relationship between reliability and customer satisfaction (β=0.230, t-value=4.271, p<0.000), responsiveness and customer satisfaction (β=0.156, t-value=2.861, p<0.01) and empathy with customer satisfaction (β= 0.396, t-value =7.074, p<0.000. The study also showed insignificant association between tangibility and customer satisfaction (β=0.038, t-value =0.841, p>0.01) and assurance with customer satisfaction (β= 0.096, t-value =1.683, p >0.01). The study emphasises the need for identifying the dimensions of service quality that are critical in relation to customer satisfaction within the VFS setting.

Pengaruh Dimensi Kualitas Jasa Terhadap Kepuasan Nasabah (Studi Kasus Pada Bank Syariah Mandiri Kantor Cabang Pembantu Padang Bulan Medan)

The purpose of this study was to determine the dimensions of service quality influencing customer satisfaction at PT. Bank Syariah Mandiri Padang Bulan Sub-Branch Office. The approach of this research used is a quantitative approach. This retrieval technique uses accidental sampling technique with the number of samples studied as many as 25 respondents. Based on the results of the partial test the influence of the Dimensions of Service Quality on Customer Satisfaction obtained tcount of 5.120. Then it can be seen that t count&gt; t table is 5.120&gt; 1.713. And has a significant number of 0,000 5 0,05. (Sig 0,000 &lt;ɑ0,05) then it can be concluded Ha is accepted and Ho is rejected, this shows that there is a significant influence between the Dimensions of Service Quality on Customer Satisfaction at PT. Bank Syariah Mandiri Padang Bulan Branch. The magnitude of the influence of Service Quality Dimensions on customer loyalty is 49.5% of Customer Satisfaction variables influenced by Service Quality Dimensions. While the remaining 50.5% is influenced by variables or other factors not included in the study.

PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP CUSTOMER DELIGHT MELALUI CUSTOMER SATISFACTION

The objective of this research is to analyze the influence of service quality dimensions which consist of tangibles; reliability; responsiveness; assurance; and empathy on customer delight through customer satisfaction. The research sample was the students of the Faculty of Economics and Business, Study Program of Management, University of Wijaya Kusuma Surabaya batch of 2016/2017 that consisted of 90 respondents. The data analysis technique used was path analysis. The results showed that the dimensions of service quality, i.e., tangibles, reliability, responsiveness, assurance, and empathy affect customer delight as mediated by customer satisfaction.

Service quality in a post-crisis context: emotional effects and behaviours

Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.