Prioritize Service Quality Research Articles

Measuring the Quality of Cooperative’s Savings and Credit Services from Their Members’ Perspective

Cooperatives are vital contributors in the socio-economic development of our society as they help in attaining better quality of life for their members. With the fact that the value of the cooperative to members lies primarily in the use of its services, an attention must be drawn to develop quality products and services based on their members’ needs, interests and expectations. It is imperative that cooperatives regularly assess its members’ satisfaction to further improve member retention, service offers and attract more members. This study examined the service quality and levels of satisfaction derived by members in the savings, lending and consumer credit services of a multi-purpose cooperative in Marawi City. This research employed quantitative techniques and supplemented by qualitative methods. The conceptual framework of service quality model known as SERVQUAL was conducted with multi-purpose cooperative members as the respondents of the study. The sample size of 276 respondents was derived using Cochran’s Formula. Cronbach alpha values for each dimension in both expectations and perceptions was deemed acceptable with ≤ 0.70 values. Aside from SERVQUAL Gap Score, this study used SPSS software and employed the statistical tools of mean, percentage, ranking, frequency and ranking in the interpretation and analysis of data. Paired t test was also conducted to compare the differences between member expectations and perceptions on their cooperative’s service quality. The findings of the study revealed that there exists a negative gap for the cooperative’s service quality, hence a que for quality improvement. Results showed that management should focus on responsiveness dimension, followed by reliability, then tangibles, assurance and empathy dimension. Using the weighted gap and incorporating the importance weights, this study presented a useful diagnosis and recommendations for the cooperative management in prioritizing service quality improvement. The implication of this study is the ease of use and adaptability of SERVQUAL in regularly assessing and continually improving cooperative’s savings, credit and lending services.

Creating Innovation of Public Value Through Management Information Systems

Abstract: The use of information technology cannot be escaped from everyday life in society. In the context of improving the public sector, the government is required to improve performance, responsibility, and public trust and focus more on providing better services by revitalizing public administration by increasing transparency and prioritizing service quality. The Bureau of Personnel uses the “SIMPEG” application in the form of digitizing the public sector which is considered an extraordinary opportunity to create public value. This research is focused on the approach of the SIMPEG pre and post-mobile SSO. The method adopted by this study was mixed methods. The implementation of SIMPEG mobile SSO at the Ministry of Home Affairs has fulfilled the three aspects of the public values ​​stated by Moore, namely legitimacy and support, operational capabilities, and public value. However, based on the findings within the field, some things are still not appropriate. For example, there is still the use of paper-based administration, so that the mobile SSO service has not been optimized. Based on the dimensions of system quality, information quality, and service quality, SIMPEG based on web-based are categorized as quite sustainable, whereas after using SIMPEG mobile SSO application was classified as very sustainable. When viewed from the results of stress and RSQ values, it can be said that the results of the MDS in this study describe a good model and can represent the problems being discussed and conclude that only SIMPEG mobile SSO application is recommended for sustainability.

Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan


 
 
 
 The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.
 
 
 

Penerapan Six Sigma untuk Peningkatan Kualitas Jasa Layanan IndiHome

The development of the broadband internet access business is getting tighter these days, encouraging companies to prioritize service quality to achieve predetermined goals and objectives. IndiHome service is one of the internet access services from PT Telekomunikasi Indonesia whose access network is managed by PT Telkom Akses. PT Telkom Akses is Telkom's commitment to continue to develop unlimited broadband networks for all Indonesian people. Based on the data, there are 10.751 IndiHome services that are disrupted, with the results of the analysis using the Six Sigma method, it is known that the sigma level is 3.90 with the possibility of service being interrupted by 8,696 in a million possibilities, there are three potential Critical to Quality potentials, namely Disconnected Outdoor Cables (47,29%), Defective Splitters (31,84%), and Home Cable Installation (20,87%).

GOJEK ONLINE TRANSPORTATION SERVICE STRATEGY IN KENDARI CITY

This final project is carried out on the GOJEK online transportation community in Kendari City with the formulation of the problem is What is the Gojek online transportation service strategy. The purpose of this study was to determine the Gojek online transportation service strategy in Kendari City. The data used in the writing of this final project were collected through observation, interviews, and documentation and analyzed with qualitative description methods. The results of this study concluded that the online gojek transportation service strategy in the city of Kendari by prioritizing service quality, managing customer expectations, membutikan service to customers, providing information on online gojek services to customers and building a culture of online transportation services needed by the community. The transportation service strategy supports the smooth running of customer service with internet services in which there is evidence of good service, attention to customers, can be relied on, responds well to customers and provides safety guarantees to customers which will ultimately increase public trust and satisfaction with online transportation.

Effects of hospital nurses' internalized dominant values, organizational silence, horizontal violence, and organizational communication on patient safety.

Recent studies have identified common problems with patient safety in hospitals and medical institutions have responded, prioritizing service quality and performance, including patient safety. However, the factors influencing safety for hospital patients are still being examined and clarified. We aimed to investigate how hospital nurses' internalized dominant values, organizational silence, horizontal violence, and organizational communication satisfaction can affect patient safety and to construct and verify a hypothetical model describing the relationships between these factors. The participant sample included 301 hospital nurses from four large (≥500 beds) general hospitals in Gyeonggi-do, South Korea. Data were collected through questionnaires from October to November 2018 and analyzed using SPSS 25.0 and AMOS 22.0. Factors that had direct effects on patient safety were organizational silence (β = -.130, p < .05) and organizational communication satisfaction (β = .209, p < .001). Factors that had indirect effects on patient safety were internalized dominant values and horizontal violence. The explanatory power of these variables for patient safety was 7.9%. The results indicate that organizational silence, horizontal violence, and organizational communication satisfaction fully mediated the relationship between nurses' internalized dominant values and patient safety. Our findings may be useful to hospital administrators and managers in identifying and analyzing these organizational characteristics in their institutions. Further, the model described in the results may be used to inform the development of educational programs and strategies to improve patient safety by reducing organizational silence and horizontal violence and improving organizational communication.

Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV)

PurposeImportance-performance analysis (IPA) is an effective tool for firms to prioritise service quality attributes, but has limitations in evaluating and enhancing service quality within a competitive environment. The purpose of this paper is to present an evolved model of IPA – importance-performance benchmark vectors (IPBV) – as a benchmarking tool and investigate its applicability in the context of hotel service quality.Design/methodology/approachEmpirical studies based on self-completion survey data from 150 customers of two full-service hotels in Taiwan were conducted in to examine the practical utility of IPBV.FindingsEight key benchmark typologies were identified and expressed as vectors in the IPBV model which are as follows: “sustainable advantage”, “potential strength”, “false advantage or outstanding advantage”, “cease-fire competition”, “false disadvantage or on-hand disadvantage”, “potential weakness”, “dangerous warning” and “head-on competition”.Research limitations/implicationsThe paper extends the methodology to more cases, and other service industries to test further the discriminatory power of the model and to explore the descriptors in the IPBV vector model. Alternative seven-point or nine-point Likert scales could be explored to test the discriminant validity using means. The alternative IPA diagonal approach focussing on GAP analysis may reveal alternative interpretations for the IPBV vector model. Other extended models of IPA, which include competitor analysis, should be compared in practice using a data set where both quantitative and qualitative data could be generated.Practical implicationsThe paper proposes the two-dimensional IPBV model which retains the advantages of IPA, but also includes competitor or benchmark comparisons which enable organisations to analyse their relative competitive position. The two-part model provides both quantitative information and qualitative interpretation of relativities. The graphical matrix models provide simple quantitative analysis of attributes, whilst the IPBV vector model provides qualitative interpretations of the eight competitive market positions. Vector analysis enables the development of competitive strategies relative to benchmarks, or within a competitive set. Importance is retained and means that organisations can benchmark against a range of competitors prioritising specific attributes for resource allocation.Social implicationsThe interpretive utility of the model should be explored with practitioners and decision makers in the service industries. The model has been designed for practical use in industry to inform operational and strategic decision making, its usefulness in practice should be explored and the attitudes of practitioners to the model should be tested.Originality/valueTraditional approaches to benchmarking have adopted a one-dimensional approach that does not include a measure of the relative importance of the service quality dimensions in specific markets. This research develops a two-dimensional advanced model of IPA, called IPBV, which is based on vector relationships between key attributes of service quality. These vectors are explored and described in competitive terms and the model is discussed with regard to its implications for industry, practitioners and researchers.

Prioritising retail service quality determinants: a study in the context of India

The study explores the service quality of Indian departmental stores to prioritise service quality determinants from the customers' perspective. The analytic hierarchy process (AHP) method is employed to achieve the objective of prioritisation of service quality determinants. At the dimension level, professionalism was found to be the most important factor, followed by physical aspects and policy. On the basis of composite priority, prompt service (0.113) was found to be the most important service attribute followed by fulfil promises (0.094), availability of merchandise (0.078) and timing of service (0.073). The approach adopted in the present study guides the marketer to understand the firm's competitive position vis-a-vis the competition.

Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process

PurposeThe purpose of this paper is to identify customers’ critical demands through evaluating and prioritizing service quality dimensions (SQDs) based on service quality (SQ) gaps.Design/methodology/approachThe customers of four-star hotels were asked to report on their expectations and perceptions about the service they were receiving. Afterwards, the gap between the customers’ expectations and perceptions was calculated. Eventually, the three sets of data were exploited to prioritize SQDs through analytic network process (ANP).FindingsFindings suggest that security and confidentiality, price, and tangibles are the most crucial factors.Practical implicationsThe results can provide hotel managers with insightful hints about those aspects of service that form their customers’ perception of SQ in order to assign their invaluable, but restricted, resources appropriately to offer a more competitive service to the customers through paying attention to those dimensions.Originality/valueThe innovativeness of the methodology was in that the authors proposed a noble method in filling out the difficult-to-complete ANP matrix. The authors also managed to consider the mutual relationship between SQD criteria, which is difficult to do in ordinary methods.

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA

Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star hotels located in Isfahan have been asked to report on their expectation of service prior to receiving it as well as their perception of the service after receiving it. Afterwards, DEA has been used to assign the customers into two groups of fastidious (with relatively high expectations but low perceptions) and ordinary (with relatively low expectations but high perceptions). Next, IPA has been exploited for prioritizing SQDs in each group. Eventually, the prioritized SQDs in each group have been compared and insightful information has been extracted for further research and practical purposes. Findings – Findings imply that despite occasional similarities, there is a significant difference in the way the two groups value SQDs. Also, the segmented groups have different priorities of SQDs. Research limitations/implications – Findings revealed that in order to decrease the ambiguity of customer voice in prioritizing SQDs, it might be helpful to first segregate the participants based on their attitudes towards the quality of service to have a more congruent sample and then, to analyze the data. Practical implications – In this study, a smarter approach for prioritizing SQDs based on the data of two major groups of customers has been proposed, which can help hoteliers in devoting their resources more efficiently. Originality/value – The combination of DEA and IPA in homogenizing the sample and prioritizing SQDs for each homogenized group within the sample seems relatively novel.

A comparative study of ordinary and fastidious customers’ priorities in service quality dimensions

The current study aims to prioritise service quality dimensions (SQDs) for hotels through a two-step procedure: firstly, by forming congruent groups of customers based on their level of expectations as well as perceptions of service; and secondly, by prioritising SQDs for each group and analysing the results. To reach that aim, the customers of three four-star hotels were targeted and asked to report on the quality of the service they expected to receive prior to its delivery as well as their feelings towards the service after they received it. Then, using data envelopment analysis we discriminated the majority of customers, those who were satisfied more easily (ordinary customers), from the ones who were harder to please (fastidious customers). Finally, we exploited Technique for Order Preference by Similarity to an Ideal Solution and Shannon Entropy to prioritise SQDs for each group. The approach taken in this paper, which first distinguishes two groups of fastidious from ordinary customers based on their expectations and perceptions, is rather noble. Findings revealed that the two groups do not value different dimensions of service quality in a similar way. The results of this study can provide insightful guidance for the hoteliers to customise their service and exploit their resources more efficiently.

Guiding the guides: developing indicators of tour guides’ service quality

The tourism industry is considered a typical service industry, one in which the involvement of service components is relatively high. Serving and satisfying customers are fundamental goals of the tourism business, with service providers being part of the product itself. Given tour guides’ roles as intermediaries between tourists and an unfamiliar environment, special attention should be paid to their service quality, as it can potentially increase tourist satisfaction, profits, and market share. This study therefore aims to develop and prioritise service quality indicators for Taiwanese tour guides using a combination of qualitative and quantitative approaches. After conducting a literature review, in-depth interviews, and 2 rounds of modified Delphi sessions, 6 dimensions (tangibles, reliability, assurance, responsiveness, empathy, and culture) and 30 indicators were obtained. Analytic hierarchy process (AHP) was then applied to determine the weighting of various evaluation criteria on the indicators of Taiwanese tour guides’ service quality. According to the results of the AHP analysis, the most important criterion was ‘execution ability’, while ‘introduction of regional terms’ was the least important. The implications and suggestions for further study were then discussed.

The Relationship between Employee Attributes and Customer Satisfaction: A Case of South African Call Centre Industry

Business survival, success and profitability are in the final instance customer or client dependent, therefore, every enterprise aims at maximising customer need-satisfaction in the endeavour to maximise profitability. With this in mind, the primary objective of this study is to establish the relationship between customer satisfaction and employee attributes as experienced by call centre customers. In addition, the study investigated how customers prioritise service quality dimensions as well as the mediating role played by customer satisfaction on the linkage between service quality and customer loyalty. To accomplish this, firstly, the direct relationship between the individual independent variables was tested and secondly, the indirect relationship between service quality and customer loyalty via customer satisfaction was tested. A combination of simple and multiple regression analysis was applied to test the hypothesised relationships. The results show that employee attributes and call centre key service factors significantly impact customer satisfaction and that call centre customers prioritise service quality dimensions differently. The mediating role of customer satisfaction on the linkage between service quality and customer loyalty was partially significant. DOI: 10.5901/mjss.2014.v5n23p396

Development process recovery crankshaft electrocompressors EKVO-03/8

The problems of restoring the domestic compressor, Poltava, which is used in Ukrainian trolleybuses YuMZ (Southern Machine-Building Plant, Dnepropetrovsk) are considered in the paper. New technical documentation of the process of restoring the basic compressor assemblies, which affect the reliability and quality of the unit are developed. These studies are currently required as more and more rolling stock, operated at Ukrainian enterprises, is purchased at domestic enterprises. The trolleybus model YuMZ T-1, T-2 is also equipped with the domestic compressor. Since the compressor is a modern Ukrainian development, there is a need in the accompanying technical documentation for maintenance and repair. New technical documentation for the new domestic compressor are created and analyzed in the paper, which allows to improve the repair quality, operational reliability and safety of the trolleybus. The studies and the results are first obtained and important for both the enterprises, servicing this machinery, and the administrative board of the depot, which prioritize service quality improvement when using resource-saving technologies.

PRIORITIZING SERVICE QUALITY IMPROVEMENT INITIATIVES FOLLOWING SERVICE QUALITY MEASUREMENTS

ABSTRACT The aim of the research is to explore how to prioritize service quality improvement initiatives using different methods. The methodology is quantitative in the form of a survey done among students at the University of Iceland in the spring of 2011.In total 1.683 students participated. Gap analysis, correlation analysis and regression analysis were used to examine different ways to prioritize service quality improvement initiatives. The results show that even though the methods are different there is good congruency between them. Thus the results strongly indicate which service attributes can be classified as strengths and which service attributes can be classified as weaknesses. The latter should have priority over the former when it comes to service quality improvement initiatives. When interpreting and utilizing the findings it is important to keep in mind that the student group is not homogeneous. That especially applies to the level of study, i.e. whether the students are undergraduate or graduate students but no less to the department where the students are enrolled. Keywords Service quality; Improvement initiatives; Prioritization

Exploring Relationship between Service Quality and Positive Word of Mouth at Retail Banks in Rural India

One of the major concerns of management in today’s competitive business world,is to deliver superior customer service leading to satisfaction, loyalty, and positive word of mouth (+WOM). This study explores perceived service quality and identifies most significant predictors of +WOM at rural banks. Taking a cue from extant service quality literature, five dimensional performance-only SERVPERF scale was developed in English and later translated into vernacular Hindi employing back translation method. Structured research instrument was administered on 480 customers, who were contacted at the premises of designated rural branches of public sector banks located in the most populous province of Uttar Pradesh in India. To extract relevant factors, statistical tools such as Exploratory Factor Analysis (EFA), t-Test, and linear regression were employed. Reliability, predictive validity, and dimensionality of the scale has also been explored. To detect multi-collinearity and data structure, Variance Inflation Factor (VIF) and box-plot technique have been used. Study reports high levels of perceived service quality across all five dimensions while results of regression analysis show that reliability and empathy are potent contributors in explaining +WOM. Original 22-item SERVPERF scale was not found to be universally applicable and thus the study proposes a refined and shorter 13-item SERVPERF scale for assessing service quality at rural banks in India. Findings can be of vital importance to banking industry in re-structuring and prioritizing service quality dimensions and also developing appropriate promotional strategies by highlighting relevant aspects of service quality for generating desired +WOM.

Customer-oriented school bus operations for childcare centers in Korea

The purposes of this paper are to evaluate the current school bus operations used by childcare centers in Korea, suggest an alternative to prioritize service quality for parents and children, rather than the convenience of the centers, and compare the results of the alternative with those of classic school bus operations. Although numerous studies have examined the school bus operation problem, this study addresses school bus operations at childcare centers in Korea because they are quite different from those of upper-level schools. Moreover, we consider service quality for parents and children to be the most important consideration. Using quantitative methodologies to analyze the source of route generation and scheduling problems, our research demonstrates that there is ample room for the school bus operations of childcare centers in Korea to enhance their service quality.

Prioritizing service quality factors in Iranian Islamic banking using a fuzzy approach

PurposeThe aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for dealing with decisions in which the phenomena are vague.Design/methodology/approachThe present research was performed among bank customers. The required information was gathered through a designed questionnaire. Using fuzzy set theory, customers' perceptions of service quality are generally expressed subjectively in vague linguistic terms, and this paper tries to apply a fuzzy approach to service quality.FindingsThe result of this study shows that “short and suitable queue” and “confident and reliable staff” are the most important quality factors in bank service and on the other hand, “being equal with Islamic doctrines” and “accessible branches” are the least significant factors of service quality in the view of Iranian bank customers.Practical implicationsThe results of the present research will be useful for bank decision makers to pay particular attention to indicators of most or least importance.Originality/valueThe concept of ranking quality factors in banking service using fuzzy TOPSIS is a new approach, especially in the field of Islamic banking. Banks have huge budgets, which can then be allocated for indicators of higher importance when the importance of each factor is determined.

Prioritisation of departments based on service quality dimensions in Isfahan Steel Company: a multiple criteria decision making approach

Customer satisfaction depends on service quality and service quality in turn is dependent on personnel satisfaction. Personnel satisfaction is also dependent on internal service quality (ISQ) among departments. In this study, the ISQ of service departments has been assessed in Isfahan Steel Company (ISC). For this purpose, service quality gaps are evaluated based on the standard SERVQUAL instrument, the ISQ is measured and analysed at transportation, restaurant and socio-cultural departments of the company. TOPSIS Technique has been used to prioritise service quality gaps. Findings imply that there is a significant gap between perceived and expected quality in the studied service departments. Also, socio-cultural and transportation departments have had the highest and lowest ranks, respectively. In addition, tangibles, empathy, responsiveness, assurance and reliability dimensions have had the highest to the lowest priorities in the service departments of ISC.

Prioritizing Service Quality Dimensions:A Neural Network Approach

One of the determinants of a firm’s prosperity is the customers’ perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers’ overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is very important in that it can help managers to find out which service dimensions have a greater effect on customers’ overall satisfaction. Such an insight will consequently lead to more effective resource allocation which will finally end in higher levels of customer satisfaction. This issue –despite its criticalityhas not received enough attention so far. Therefore, using a sample of 240 bank customers in Iran, an artificial neural network is developed to address this gap in the literature. As customers’ evaluation of service quality is a subjective process, artificial neural networks –as a brain metaphormay appear to have a potentiality to model such a complicated process. Proposing a neural network which is able to predict the customers’ overall satisfaction of service quality with a promising level of accuracy is the first contribution of this study. In addition, prioritizing the service quality dimensions in affecting customers’ overall satisfaction –by using sensitivity analysis of neural networkis the second important finding of this paper. Keywords—service quality, customer satisfaction, relative importance, artificial neural network.