Satisfaction Level Of Services Research Articles

A Study on Customer Relationship Management Practices in Indian Banks With Special Reference to Chennai City

The banking landscape has undergone a paradigm shift from welfare oriented banking to profit oriented banking over a period of three decades. The deregulation has completely transformed a very complexion of commercial banks in the early nineties. Prior to deregulation syndrome, the customers were given short shrift in the social sector banking era. The customers were made to run from pillar to post to get an ordinary personal loan. Only those who can afford to offer security were made eligible for big ticket loans. The borrowers had to wait endlessly for various types of consumer loans. The customers in the current era of liberalized environment are enjoying the privilege of choosing their banks in terms of various considerations. The main objectives of the study is to examine the current customer relation strategies adopted in Indian Banks, to identify the deficiencies in the existing customer satisfaction variables which lead to Bridge the customers and the bank, to study the difference in perception of the customers of the bank toward various services provided by bank and to analysis the satisfaction level of customer services provided by the bank. The survey reveals that assenters are satisfied in most of the aspects and they want to continue with their respective banks. So now if the banks use proper strategies to overcome the shortcomings faced by customers, the banks can easily build a strong relationship and that will allow the bank to earn profit in the competitive environment.

Improving Service Quality towards Consumer Satisfaction on Gojek Transportation Services Using the Importance Perfomance Analysis (IPA) Method

Gojek is a social-minded company that is leading the online-based transportation industry revolution that can be accessed through an application on a smartphone. Gojek also provides various other services such as GoRide, GoCar, GoFood, GoMart, GoBox, and GoSend. There are various kinds of services provided by Gojek which are expected to be able to maintain and improve service quality. The purpose of this study was to determine the level of satisfaction of Universitas Prima Indonesia students with gojek online transportation services. This type of research is a research using survey method. The minimum number of samples that must be taken is 60 people so that the sample can represent the total population. This research uses importance performance analysis (IPA). Importance performance analysis (IPA) is a method used to measure the level of service satisfaction that is included in the quadrants on the importance performance matrix map. The results of the study show that the service quality and facilities provided by Gojek exceed the expected expectations and are sufficient to consumer satisfaction hearts because the services provided by Gojek can be carried out well by Gojek drivers to consumers and the application made by Gojek is very easy to use.

Persepsi pemustaka terhadap layanan perpustakaan “Rumah Ilmu” Universitas Negeri Semarang

Introduction. Universitas Negeri Semarang (UNNES) Main Library is committed to providing excellent services. One of the activities is to understand the users’ needs. This paper investigates the users’ perceptions of UNNES Main Library services. The objectives of the study include; (1) determining users’ perception on library services quality, (2) Examining satisfaction level of library services, (3) Measuring users’satisfaction level based on Service Satisfaction Index.
 Data Collection Methods. The paper used a quantitative methods approach with questionnaires, involving 203 library users, selected randomly. 
 Data Analysis. The data were descriptively analysed by using an online survey tool (SurveyGizmo.com). 
 Results and Discussion. The results report; (1) Users were satisfied with library services quality, but less satisfied with book collections; (2) Satisfaction level of library services was satisfactory; (3) Average score of customer satisfaction was 2.89, within the interval scale of 2.52 to 3.27.
 Conclusions. Based on the findings concluded that user’s perceptions of UNNES library services were satisfied and furthermore, the UNNES library will continue to improve the quality of services until it achieves very satisfying results.

Customer Satisfaction Analysis Of LRT Feeder Transport: A Case Study of the Jakarta Metropolitan City

Public transportation is important to support all activities in the capital. However, in reality, many transportation have not yet fulfilled an adequate level of satisfaction, so that public interest in using public transportation is still low, this is one of the causes of congestion in the metropolitan city of Jakarta. The purpose of this paper is to discuss the level of performance satisfaction and the level of service satisfaction on LRT feeder transportation in the metropolitan city of Jakarta. This research method is carried out through surveys and questionnaires. Data were collected on the Rawamangun - Kelapa Gading route with 100 correspondents. The analysis conducted by an analysis of the importance and satisfaction level analysis Perfomance Analaysis Importance (IPA). The results of this study indicate that the level of customer satisfaction still needs to be improved in terms of performance and comfort. This research is able to answer the results of reforming the integrated transportation system in the metropolitan city of Jakarta.

Hubungan Karakteristik Pasien dengan Tingkat Kepuasan Pelayanan pada Pasien Operasi Sub Bagian Fasial Plastik dan Bedah Rekonstruksi Bagian THT-KL RSUP Dr. M. Djamil Tahun 2019

Hospitals play an important role in providing quality public services. The success of a hospital in providing services can be seen from the performance of health care provider and patient satisfaction. Patient satisfaction is the evaluative, emotional or affective response of the patient to the service provided by the health care provider and the expectation of the service. The satisfaction of each patient can be different depending on the expectations and reality obtained. This can be caused by several factors such as age, gender, occupation and education. This study was conducted to determine the relationship of these patient characteristics with the level of patient service satisfaction in the plastic facial and reconstructive surgery division of ENT department of Dr. M. Djamil hospital.
 This type of research is analytic research with cross sectional design. Respondents in this study were 37 people. Sampling was done using a purposive sampling method. This study used satisfaction questionnaires and medical record as an research instrument.
 The results showed that there were more subjects in the old adult age category (56.76%), female (51.35%), had a job (51.35%), had a high education (81.08%), and non PBI membership status (56,8%). The results of bivariate analysis 
 showed that there was no relationship between age, sex, education and occupation with the level of satisfaction. P values ​​obtained respectively p = 0.366, p = 0.692, p = 0.554 and p = 0.845. Whereas there are relationship between patient health assurance membership status with patient satisfaction by p values 0,033.
 Conclusion: that there is no relationship between patient characteristics with the level of service satisfaction in patients in the plastic facial and reconstructive surgery division in the ENT department of Dr. M. Djamil hospital except for health assurance membership status.
 Keywords: Education, Occupation, Health Assurance Membership Status, Satisfaction

Quality of experience assessment of calling services in social network

The majority of social network (SN) users are using calling service in SN to build communication across the countries, so the live communication between users requires too much network resource to decrease roughness in audio and video calls. So to improve the quality of service SN provider needs user experience so to assess the quality of experience (QoE) of calling service in SN we selected three popular SNs Facebook, hangout, and Wechat. We used a questionnaire to collect QoE of calling service in SN using the mobile network (MN) and broadband Network (BN). Results show users were satisfied from audio call service of Wechat on BN service and user satisfaction level was excellent of video quality for Wechat video calls using BN and ratings for voice quality in video call were good in the hangout on BN and MN internet.

Medical Treatment Behaviour of the Elderly Population in Shanghai: Group Features and Influencing Factor Analysis.

Background: While Chinese cities are pursuing economic development, meeting citizen demand for medical treatment has only gradually been put on the agenda. Theoretically, in the second half of a person’s life, demand for medical treatment will rise sharply. Given limited medical resources, the match between demand and supply becomes more difficult. We conducted questionnaires in Shanghai to describe whether there are obvious group differences in the elderly population’s medical treatment options and provide empirical evidence on the determinants. Method: We collected 439 Shanghai Elderly Medical Demand Characteristics Questionnaires, which included five parts: personal information, health status, elderly person’s medical preference and expectation, satisfaction level for hospitals services, and medical insurance. We set up virtual explanatory variables according to the different medical behaviours of the elderly, and control variables composed of individual characteristics, socioeconomic characteristics, medical needs, medical resource availability, and medical expenditure. We used the MLR model to investigate medical treatment behaviour choice. Results: The medical treatment behaviour of the elderly population in Shanghai is affected by multiple factors. When experiencing physical discomfort, most of them choose to go to the hospital (64.69%). Age, income, household registration, and medical insurance reimbursement policy play a role in their decision-making. For general diseases, the proportion choosing specialist hospitals or community clinics is the highest (40.78%). Age, marital status, residential status, physical state, objective distance, medical expenses, and other factors have a significant impact. For severe diseases, they are more inclined (71.07%) to visit general hospitals, with the individual’s physical condition, living status, and accessibility to hospital resources more likely to affect their behaviour. Conclusion: Firstly, the importance of each factor varies depending on the conditions. Secondly, it may be more appropriate for China’s elderly health insurance system to set reimbursement rates based on the patient’s condition and disease type. Thirdly, medical behaviour has a distance friction effect, but the allocation of public service resources shows a strong centripetal concentration. It is necessary for the government to show due care about the regional distribution of the elderly population and to promote the rational distribution of medical resources in Shanghai.

Customers’ Satisfaction Level of Islamic Banking Service in Kelantan, Malaysia

This study aimed to identify the customers’ satisfaction level of Islamic banking in Kelantan. Specifically, this study tested the relationship between customer satisfaction and service quality in the districts of Machang and Tanah Merah, Kelantan, using the CARTER model. It utilized the quantitative analysis method involving the descriptive analysis and inferential analysis. The respondents were 384 customers of Islamic banking in Kelantan by using a simple random sampling method. The findings indicated that all the service quality variables such as compliance, reliability, assurance, tangibles, empathy, and responsiveness had a correlational relationship with customer satisfaction influence. However, based on the regression analysis, it was found that only the responsiveness, empathy and reliability variables were significant in influencing customer satisfaction. As such, the Islamic banking institution should upgrade its service quality, especially in the aspects of responsiveness, empathy, and reliability.

Motivation and Satisfaction Level of Graduate Student: The Blended Learning with Peer Tutor (BL-PT) Model in New Normal Era

In higher Education, Graduate Students have a special characteristic of the learning process. Especially in the new normal era, Higher Education needs the best learning model that fits and comfortable for graduate students. This study aims to examine the effectiveness of Blended Learning with Peer Tutor (BL-PT) for graduate students in the new normal era, especially on the aspect of motivation and service satisfaction. It is descriptive quantitative research with the random sampling technique. In addition, this study also examined whether the level of satisfaction had an effect on student motivation in learning in the new normal period. There were 43 Graduate Students from Graduate School Program, Yogyakarta State University as participants in this study. The technique of data analyses was used comparative-descriptive and paired sample t-test using SPSS 24. The study reveals: (1) The BL-PT model has a positive impact on students motivation and service satisfaction of Higher Education; (2) there is not a significant difference in students motivation of male and female graduate students; (3) there is no significant difference of students service satisfaction level after learning with BL-PT. Learning with the BL-PT model can be an alternative for policymakers, Higher education Institution, and lecture to solve the learning model that fit and comfortable with graduate students in the New Normal Era

Application of the Servqual method to analyze the satisfaction level of hotel services and facilities

With so many hotels and other accommodation facilities in the city of Medan. More and more people are coming and staying and using the facilities at each hotel. Whether it's rooms, meeting room facilities, facilities to hold events, and much more are available in every hotel. Every hotel wants to give satisfaction to guests who come to use the hotel facilities and services. Likewise with SwissbeliNN hotels which have a 3 (three) star classification. Therefore, the opinions of guests and complaints given are very useful to improve the quality of hotel services. To find out, we will look at the satisfaction level of each guest. In this case, the writer applies the servqual method to see the level of guest satisfaction that has been obtained. To find out what is still lacking in the services provided. The purpose of this research is to find out the shortcomings of the hotel for the services provided to hotel visitors, as well as to fulfill the complaints of each visitor to the hotel from the results of the research carried out, with the objectives described later to be able to provide solutions to hotel leaders to fulfill the research results. obtained. The research methods carried out include collecting data directly from the hotel related to the problems that arise to be researched, literature studies, analyzing the problems to be studied based on the data collection that has been obtained, designing applications to overcome problems that arise and making it easier to find out the level of satisfaction of visitors. against managed hotels, as well as testing applications that are made to test the level of success obtained from the application being built. Based on the research conducted, the average perceived service quality score was 3.54. This score is in the somewhat unsatisfactory category when compared with the average score of service quality score which is perceived to be lower than expected. This indicates a gap. The highest average score is given to responsiveness with a value of 3.62 while the lowest score is given to the dimension of empathy with a value of 3.44.

Evaluation of clients and care providers Satisfaction from provided services of Movable clinics, Rural Sohag; Sohag governorate-Upper Egypt.

Background: In Egypt, the Clinics project has started in 1997 to provide many services including non-fee family planning/reproductive health services. Higher patient satisfaction is central to the success of any healthcare system. Objective: To assess client satisfaction with mobile clinics at Elbelina district - Upper Egypt aiming to improve the services introduced by it. Methods: This descriptive cross-sectional study was conducted on 428 clients who attended the mobile clinics in El-Baliana district (Sohag) during the period January–June 2020 and fulfilled inclusion and exclusion criteria. A questionnaire was designed to assess the satisfaction of clients with the services provided by mobile clinics and the enrolled participants were interviewed by well-trained interviewers in the mobile clinics during the scheduled break times. Results: 74.8% of the enrolled clients were females and 83.2% of them were married. 79.4% of the visits were repeated, 75.9% of them were non-scheduled and 53% of clients attended the mobile clinics for family planning services. A statistically significant association was found between sex and satisfaction level of registration services as well as health insurance office. Changes in residency were associated with statistically significant changes in the satisfaction levels of reception services, the satisfaction of the levels of attention and professionalism of the nursing staff, and satisfaction of the attention and professionalism of the physician. Conclusion: This indicates that the mobile clinic service represents an important model for the delivery of healthcare to communities in geographically and topographically inaccessible areas. Keywords: Mobile clinics; Client satisfaction.

KAJIAN KUALITAS LAYANAN JASA TRANSPORTASI LOGISTIK UNTUK MENINGKATKAN KEPUASAN PELANGGAN DENGAN PENDEKATAN METODE ZONE OF TOLERANCE (ZOT)

Logistics transportation service industries experiencing the growth significantly due to e-commerce growth since the last decade. However, services industry, it is difficult to quantify as it is a function of different user preference over time. The study examined to evaluate the service satisfaction level of logistics service systems in order to develop service satisfaction more responsive, empathy, reliable and friendly. A survey conducted to users of logistics services provider in Makassar city. Kano model was the methodology used in evaluating the service satisfaction systematically by integrating attributes of logistics services based on service user preference into some clusters. ZOT (Zone of Tolerance) was proposed in mapping the level of service and prioritizing the improvement. The performance of the Logistics Services Quality (LSQ) was currently using attributes based on five dimensions of SERVQUAL. Measuring the quality of services carried out by comparison with the minimum values based on ZOT that was still acceptable and the quality of service that desired by users. Based on 20 attributes, the result showed three attributes that existed above MSS (Measure of Service Superiority) and seven attributes that existed below the MSA (Measure of Service Adequacy) that needed the improvement of the quality of services.

Evaluasi Kepuasan Konsumen Dalam Meningkatkan Pelayanan Dengan Menggunakan Metode Servqual dan Kano (Studi Kasus di PT.Daya)

PT. Daya is one of the actors in the automotive and service sector that can maintain the quality of service to customer satisfaction where the business competition faced by companies increasingly requires company management to be more careful in determining marketing strategies in order to win increasingly competitive competition. At this time products in the form of services have become a fairly dominant part of its influence in the economy, in addition to physical queuing products where business competition faced by companies increasingly demands management to be more careful in determining strategies in order to win increasingly competitive competition. From the purpose of this study to find out or find the value of the results of the actual performance GAP attribute with customer expectations, so that it will be known how much the level of service satisfaction has been provided to customers and provide alternative solutions for improvement. The method used is the Service Quality and Kano methods. The results obtained in this study are Kano for the Indiffrent category, the highest score is from the respondent's results, and the lowest value is on reverse and one dimensional. Then in Service Quality (Servqual) there is the highest value on the value of the inadequate capacity of the workshop area, GAP 0.43 and Mechanics are not responsive to consumer willingness, the smallest value is GAP 0.00 for the Service Quality (Servqual) category.

Patient satisfaction: Public vs. private hospital in Central Sulawesi, Indonesia

ObjectiveThe aim of the study was to compare the level of service satisfaction in public hospitals and private hospitals in Central Sulawesi. MethodsThis was an analytical observational study with a cross-sectional approach. This research was conducted in 10 hospitals in Central Sulawesi. There were 1070 samples, which were 107 patients in each hospital. The level of patient satisfaction was measured using the Community Satisfaction Index (CSI) Questionnaire, which comprises of 38 closed questions. ResultsThe average overall satisfaction level was 75.99 (±11.28), which fell into category B for service quality and “Good” for service performance. The highest level of satisfaction was in competencies, reaching 78.25 (±13.48) and the lowest was in Handling Complaints, Suggestions and Feedback, reaching 73.90 (±14.01). In all categories, the level of satisfaction fell into category B for service quality and “Good” for service performance. ConclusionsThe level of satisfaction of patients who sought treatment at private hospitals was higher than at public hospitals for all categories.

Model Pengukuran Tingkat Kepuasan Masyarakat Terhadap Penggunaan Jasa Transportasi Online di Wilayah Cirebon dengan Metode Fuzzy Servqual

Online transportation responds to people's needs in relation to public transport. Online transportation, which in this context is Grab and Go-Jek, is an alternative that is favored by many people, especially in the Cirebon area. This study aims to measure the level of service satisfaction received and future customer expectations of online transportation services. For our purpose, we use Fuzzy Service Quality method which is used to determine the variable customer needs that are not met by calculating the GAP between the services provided and the expectations of the customer as the Voice of Customer, where the data collection technique is carried out by distributing questionnaires. The results are Reliability rank 2 with a value of 0.100, Responsiveness rank 4 with a value of 0.86, Assurance rank 3 with a value of 0.090, Empathy rank 5 with a value of 0.040, Tangibles rank 1 with a value of 0.139. Based on these results, we suggest that an empathy-related policy-making concerning professionalism should not become an obstacle.

백화점 실내외 휴게공간 환경특성 및 이용만족도에 관한 연구 - 경남권에 위치한 백화점을 중심으로 -

In accordance with the changes in the needs of modern people, the diversification of individuality, and the change in consumption behavior, department stores are acting as important spaces not only for distribution and sales functions, but also for various cultural functions. Accordingly, careful planning is needed to ensure that users of department stores can use the rest area in a comfortable and convenient manner. In this study, a literature review and demonstration study were conducted to investigate the environmental characteristics of indoor and outdoor rest areas among convenience facilities and to identify important environmental characteristics of each rest area by analyzing the user satisfaction level. The conclusions are as follows. First, it was reclassified as an elevator hall resting space, toilet resting space, rest area next to escalator, and roof resting space to include both indoor and outdoor. Second, four environmental characteristics of comfort, aesthetic, convenience and accessibility were extracted by analyzing and organizing the concepts of the environmental characteristics of the rest areas of the department store. Third, based on a survey of the service satisfaction level of resting space users using assessment tools, the satisfaction level of aesthetic and accessibility was relatively high among environmental characteristics, and the satisfaction level of convenience was the lowest. Fourth, when we identified the environmental characteristics of the impact on the satisfaction level of the rest area in the department store, we could see that accessibility is a significant factor in the overall rest area.

Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano

Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44.
 Keywords : Quality of service, customer satisfaction, service quality, kano method.

EXPECTATIONS OF PATIENTS FROM HEALTH SERVICES WITHIN THE SCOPE OF HEALTH TOURISM: CASE OF BAKIRKÖY DISTRICT IN ISTANBUL

In recent years, with the increasing demand in the world market, the health tourism sector has made a rapid development and has become a competitive international industry. Countries have made it a priority to be able to get enough shares from the market by following these developments closely, determining the needs and expectations of the industry, and meeting the demands by meeting international quality standards. Our country for medical tourism treatments in order from medical tourists in Turkey until they get through what channels to healthcare organizations, causing them to prefer Area, healthcare institutions provide their health care services rendered and foreign patients in addition to Turkey 'has been taken of the average satisfaction level of health services whether it differs according to demographic variables is to identify.
 Questionnaire method was used to collect the research data. ANOVA and Pearson Correlation Analysis were used to analyze the data. As a result of the research, it was determined that the general adequacy perceptions of medical tourists for the treatment services they received within the scope of health tourism and the general satisfaction levels of the medical tourism services showed a significant difference according to the monthly total income, insurance status and nationality. As a result of the research, It has been identified that, there is no significant relationship between the general satisfaction level of medical tourists from medical tourism services and regional competence, but there is a positive relationship between the general competency perception of treatment services, perception of accommodation facilities, perception of health services competence, perception of safety competence and perception of additional service competence.

HOUSEHOLD CUSTOMER SEGMENTATION BASED ON SATISFACTION USING THE CHAID METHOD

In a nutshell, BUMD (Regional Government-Owned Enterprise) has two main roles, namely economic and social functions. The social function aims to meet the needs of all stakeholders, including the customer. Customer satisfaction is very important to implement this function, and one of the critical aspects is the service provided. In 2018, one of the BUMDs, namely PDAM faced a decreasing performance rating from 4.38 to 4.18 due to the decline in operational service. Therefore, it is very important to determine the customer satisfaction level. The objective of this research is to analyse the satisfaction level for products and services provided by PDAM in Bogor based on customer segmentation. It employs a descriptive analysis approach and the Chi-square Automatic Interaction Detector (CHAID) method. It selects 713 respondents from 148,755 household customers by using Cluster Stratified and Systematically Un-proportionate Sampling (CSUS). The findings capture that the respondents are generally satisfied with the service provided except for complaint handling and dispute. Household customer segmentation is divided into 6 (six) clusters. The cluster that provides unsatisfied scores is mainly due to the quality of water, complaint handling and dispute, as well as tariffs and payments. Whereas, the cluster that provides a satisfying score is also due to the quality of water, complaint handling, and dispute resolution. Keywords: BUMD, household, customer satisfaction, customer segmentation

Maternal satisfaction among vaginal and cesarean section delivery care services in Bahir Dar city health facilities, Northwest Ethiopia: a facility-based comparative cross-sectional study

BackgroundMothers’ delivery care satisfaction is one of the indicators to monitor the quality of health care provision. However, there is only limited information in this regard in Ethiopia, particularly in the study area. Therefore, the study aimed to determine the level of maternal satisfaction and the determinants among vaginal and cesarean section delivery care in Bahir Dar city health facilities.MethodsFacility-based comparative cross-sectional study was conducted from April to May 2018. Using systematic random sampling, a total of 896 recently delivered mothers were interviewed. The collected data were entered into the Epi-Data soft and then exported to SPSS Version 20.0 for analysis. Descriptive statistics were computed and Logistic regression model was used to identify the association between explanatory and outcome variables. Adjusted Odds Ratio with 95% CI was used to measure the strength of the association between these variables. The model fitness was checked using Hosmer and Lemeshow goodness of fit (P > 0.05). A p-value < 0.2 at bivariate analysis was considered for variables to be candidates for multivariable logistic regression analysis. Variables with a p-value of < 0.05 at multivariate analysis were considered as statistically significant predictors of mothers’ satisfaction.ResultsA total of 894 recently delivered mothers participated in the study yielded a response of 99.8%. 448 (50.1%) mothers delivered vaginally whereas 446 (25.8%) via cesarean section. The overall mean age of respondents was 26.60 (± 4.88) years. The total maternal delivery care service satisfaction level was 61.4%. More mothers were satisfied with vaginal delivery care, 65.6% (95% CI: 56.97, 74.22%) than cesarean section, 57.2% (95% CI: 48.19, 66.2%). Maternal education, residence, current delivery care planned, maternal HIV status, the gender of health care provider and gave birth in a private health facility were significantly associated with vaginal delivery care satisfaction. Whereas, maternal education, residence, current delivery care planned, antenatal care attended, gender of health care provider was significantly associated with cesarean section delivery care satisfaction.ConclusionsThe overall maternal delivery care service satisfaction level was low as, per the national standard, and there is a great discrepancy in maternal satisfaction level between vaginal and cesarean section delivery care services.