Service Quality Satisfaction Research Articles

Peningkatan Loyalitas Mahasiswa Yang Dipengaruhi Oleh Kualitas Pelayanan Akademik dan Kepuasan Mahasiswa (Studi Kasus Pada Mahasiswa S1 Dan D3 STIESIA Surabaya)

Higher Education is the highest level of education in the education service business in Indonesia which produces bachelor or diploma graduates to meet the competitive needs of the workforce. This study aims to analyze the increase in student loyalty which is influenced by the quality of academic services and satisfaction of S1 and D3 STIESIA Surabaya students. This study uses a quantitative approach to determine the correlation of student loyalty which is influenced by the role of academic service quality and student satisfaction. This research method uses path analysis. The results showed an increase in student loyalty which was influenced by the role of academic service quality due to high student satisfaction

Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company

This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The results show that responsiveness, assurances, and empathy have a positive impact on customer satisfaction. This comes from the characteristics of logistics industries that require assurance and accurate responsiveness. Therefore, the study offers some solutions for Duong Vy as well as the logistics industry to improve the quality of logistics services, such as (1) invest to improve the assessment of tangible value and customer trust; and (2) promote assurance, responsiveness, and empathy to increase customer satisfaction and enhance business efficiency.

Building Customer Loyalty through Strategy Experiential Marketing, Service Quality, and Customer Satisfaction

The study aims to determine the influence of Experiential Marketing, quality of service, and customer satisfaction towards customer loyalty by developing a research model and 6 hypotheses filed in this study. The number of samples was 160 respondents, namely the customer of PT POS Indonesia (Persero) Semarang with incidental sampling through questionnaires. Data analysis using Structural Equation Modeling (SEM) of Software AMOS 21.0 based on data analysis results, it can be concluded that the model received good/fit and subsequent research results showed there were 3 hypotheses received and 3 hypotheses were rejected.

An Empirical Study of the Effects of Service Quality and Service User Satisfaction on the Reuse Intentions of Service User in Assistive Technology Service

An Empirical Study of the Effects of Service Quality and Service User Satisfaction on the Reuse Intentions of Service User in Assistive Technology Service

SATISFACTION WITH BANK BRANDS AMONG INDIVIDUAL USERS OF DEPOSIT SAVINGS

Our survey-based study is aimed to find the influence of the following important factors: overall service quality, brand reputation, social responsibility, and customer satisfaction, in which overall service quality factor seems to have the most impact on satisfaction. The satisfaction factor has a substantial and positive effect on brand loyalty without the impact of regulatory variation. These two variables regulate conversion costs and commitment in the relationship that have a positive impact on the transition from brand satisfaction to brand loyalty, including behavioral loyalty and attitude loyalty.

Pharmacy Service Quality for Pharmacy Customer Satisfaction, Trust, and Loyalty

The Indonesian government has been working towards improving the healthcare sector. The process entails supporting both private and public healthcare facilities and enacting policies that can improve the quality of services delivered to patients. The pharmacy sector plays a critical part in the delivery of health services. Pharmacists work with other healthcare practitioners, such as doctors and nurses, to assist patients in recovering from various illnesses affecting them. However, patients also expect that the pharmacists will take proactive measures to improve the quality of services given to users. The current study aimed to examine the link between pharmacy service quality and customer satisfaction, trust, and quality. The current study was done in Pekanbaru, Indonesia. The study population consisted of 350 who use pharmaceutical services in the region. The participants were randomly selected to take part in the study. The data was collected through the use of an online survey. Thematic analysis approach was used to identify major themes that could be used to answer the formulated research questions. The data collected from the respondents showed that there was a significant and positive relationship between pharmacy service quality and the three elements of patient outcomes. In particular, the results showed that high-quality services led to increased levels of patient satisfaction, trust, and loyalty. Facilities that provide pharmacy services should strive to improve service quality to improve patient outcomes. In addition, further studies should also be done to examine the degree to which pharmacy service quality affects patient satisfaction, trust, and loyalty at the national level.

Multi-criteria vertical handoff decision algorithm for overlaid heterogeneous mobile IP networks

One of the key challenges to improving the quality of service (QoS) in integrated heterogeneous mobile Internet protocol networks is the design of an intelligent decision engine for accessing various services anywhere and at any time. The multi-criteria decision making algorithm plays a significant role in ensuring universal and seamless connection. In this study, a multi-criteria vertical handoff decision algorithm plus dwell time is developed to achieve a satisfactory quality of service using the best access network selection in an integrated wireless local area network (WLAN), a worldwide interoperability for microwave access (WiMAX), and a universal mobile telecommunications system (UMTS). Handoffs are divided into two schemes: the UMTS originating handoff (downward) and the WLAN/WiMAX originating handoff (upward/intrasystem). The initial criteria for real-time and non-real-time services are presented. The metrics that are required to trigger a handoff are the predictive received signal strength (PRSS) of neighbor networks and the received signal strength obtained from the current network. The back propagation neural network is learned for the prediction. The dwell time is used as a counter to avoid the unnecessary handoffs that may occur in the overlapping areas. The quantitative network selection is the largest merit value and is based on the available bandwidth, cost, user preference, and the criteria to eliminate inappropriate candidate networks. The importance of using the PRSS, dwell time, and merit function is evaluated. To illustrate the QoS satisfaction, the multi-criteria vertical handoff decision algorithm outperforms the single-criteria using the hysteresis and Mamdani fuzzy method.

Assessment of Service Quality and Customer Satisfaction in Private Minbus Transports: In the Case of Western Part of South Wollo Zone Some Selected Districts

The aim of this research was to assess the service quality of minibus transport and customer satisfaction in Southern part of South Wollo in some selected districts. The questionnaire was adopted and modified from the past studies. The questionnaires were administered to passengers of four districts. Convenience sampling was used for this research. A total of 221 returned questionnaires was analyzed by using descriptive statistics, correlation and multiple regression analysis to test for the impact of service quality on customer satisfaction. The results showed that assurance β 0.951, produced the greatest influence on customer satisfaction followed by reliability 0.681. Empathy β 0.041 has the lowest positive and insignificant impact on customer satisfaction. This study indicates that service quality is important because it can lead to increased customer satisfaction. The results imply that private Minibus transport service provider should improve service quality provision to increase customer satisfaction. Keywords: Service, quality, customer satisfaction, passenger, SERVQUAL, SERVPERF DOI: 10.7176/EJBM/12-13-01 Publication date: May 31 st 2020

An Empirical Study on the Service Quality Satisfaction of Customers of Online Shopping with Special Reference to Kannur District of Kerala

An Empirical Study on the Service Quality Satisfaction of Customers of Online Shopping with Special Reference to Kannur District of Kerala

Autonomous Resource Slicing for Virtualized Vehicular Networks With D2D Communications Based on Deep Reinforcement Learning

Considering bandwidth-hungry and low latency requirement of vehicular communications applications, we propose a novel dynamic reinforcement learning-based slicing framework and optimization solutions for efficient resource provisioning in virtualized network for D2D-based vehicle-to-vehicle (V2V) communication. The aim is to balance resource utilization and quality of service (QoS) satisfaction levels for multiple slices. The slicing framework is designed as a three-stage layered framework. In the first stage, we propose dynamic deep reinforcement learning-based virtual resource allocation scheme to allocate distinct resources to slices. In the second stage, we aggregate the D2D resource portion of the slice resource for D2D-based V2V communication. In the third stage, due to the computational complexity and signaling overhead of the physical resource allocation, we transform the problem into a convex optimization problem and solve with an alternating direction method of multipliers-based distributed algorithm. Performance results are provided in terms of resource utilization, QoS satisfaction and throughput to show the benefit of integrating resource slices dedicated to supporting interslice D2D-based V2V communication in vehicular network.

Dimensions of Service Quality Satisfaction Community at the Village Government Office

Enhancement public service is one goal of the village setting for the community. Therefore, this study analyzed the correlation between the dimensions of customer satisfaction and community satisfaction. The sample in this study was 83 respondents, Lumajang community who use the services of the village offices, which were analyzed using multiple linear regression. The results showed empathy variables that influence people's satisfaction significantly. The coefficient of determination in this study was 77.8%, it can do that only requires empathy Lumajang community village government in the ministry. But the village government should not rule out other dimensions of quality of service, because they have laws that regulate their work to the public.

Factors Influencing Consumers’ Behavioural Intentions Towards Restaurant Patronage in China: A Structural Equation Modeling Approach

We investigated the effect of service quality on customers satisfaction as well as assessed the effects of restaurant image and customer satisfaction on behevioural intention of restaurant patrons in China. Data for the study was obtained from 329 sample restaurant patrons in the Jiangsu Province of china using structured questionnaires. The data for the study was analysed by the help of SPSS and SmartPLS software for the structural equation modeling analysis. Findings from this study found a direct and positive relationship between service quality and customer satisfaction, perceived value and restaurant image. Also, service quality had an indirect effect on customer satisfaction through perceived value and restaurant image. Additionally, the findings of this study revealed that, service quality, customer satisfaction and brand or restaurant image all have a positive impact on the behavioural intention of restaurant patrons. The study concludes that patronage or re-patronage intention of restaurant customers depends largely on the quality of service, customer satisfaction and restaurant image. As such, firms that need to carve niche for themselves in the hospitality industry must focus on building a strong and positive brand image that resonates with customers. The study proffered some recommendations for management of restaurants. Keywords: Service quality; Customer satisfaction; Restaurant image; Behavioural intention; Restaurant; China DOI: 10.7176/JMCR/66-05 Publication date: March 31 st 2020

Multi-QoS adaptive routing algorithm based on SDN for satellite network

With the development of communication services, satellite network services have developed from the traditional single type of services to multiple types of services. Different types of services need to meet different Quality of Service (QoS) requirements. The traditional satellite network algorithm does not distinguish the services, so the high QoS service in the network cannot get timely service. However, the architecture of Software Defined Satellite Networking (SDSN) can solve this problem well. The controller in the SDSN has a global view and can obtain the node and link information of LEO satellites. Therefore, the SDSN can more effectively meet the demand of data service for QoS. In this paper, a satellite network architecture based on Software Defined Networking (SDN) is firstly established. Then an adaptive routing algorithm that can meet various QoS requirements is proposed. The final simulation results show that compared with SDRA algorithm and Dijkstra algorithm, this optimization algorithm has better performance in QoS satisfaction rate and bandwidth utilization.

Measuring Patients’ Perception and Satisfaction with the Romanian Healthcare System

Measuring patient satisfaction of healthcare service quality represents a significant element of a healthcare’s system (HS) overall evaluation. It is the starting point for creating policies in national healthcare. The purpose of this paper was to evaluate Romanian patients’ perception and satisfaction of the quality of the national HS as a whole and of its components. Exploratory and descriptive research was used. Data were collected through face-to-face interviews with Romanian patients, based on a questionnaire. Out of the 2305 respondents, 83% used the Romanian HS in the past 12 months and 58% of the respondents did not trust the system. The accommodation, food, and other facilities of Romanian hospitals were perceived as being at a low level. One third of the respondents were unsatisfied and very unsatisfied with respect to the overall impression of the Romanian HS. In addition, our research found a statistically significant relationship between confidence in the HS, age, and gender, and also between the overall impression on the HS, age and income.

QUALIDADE EM SERVIÇOS DE FARMÁCIAS E DROGARIAS SEGUNDO A PERCEPÇÃO DO CLIENTE: UM ESTUDO DE CASO NO RIO DE JANEIRO

O presente artigo teve como objetivo mensurar a satisfação da qualidade de serviços em farmácia/drogaria segundo a percepção do cliente, por meio do modelo SERVQUAL. Para tal, realizou-se um levantamento bibliográfico utilizando artigos, livros, dissertações objetivando um aporte teórico consonante com o tema proposto, caracterizando a pesquisa como um estudo de caso exploratório e quantitativo, onde o instrumento de coleta de dados foi através da aplicação de um questionário abordando as cinco dimensões sintetizadas na escala SERVQUAL. Observou-se por meio das tabulações de dados e análises dos gaps que os clientes ainda não percebem a qualidade dos serviços prestados pela farmácia/drogaria, embora as análises individuais das expectativas e percepções dos clientes apontem satisfações dos clientes. É possível fazer em curto prazo com que a satisfação da qualidade de serviços seja percebida pelos clientes, por meio de um plano de ação eficaz, visto que os valores negativos dos gaps estão muito próximos de zero.

Assessing Service Quality and Customer Satisfaction in Ghana’s Hotel Industry: A Case Study of Engineering Guest House – KNUST

Background: It has been generally observed that service quality plays a very instrumental role in customer satisfaction. This study therefore, examined the impact of service quality on customer satisfaction in Ghana’s hotel industry, with Engineering Guest House (EGH) of Kwame Nkrumah University of Science and Technology (KNUST). Methods: In pursuit of the stated objective, descriptive cross-sectional survey was adopted as the research design for this study. Data was sourced from both primary and secondary sources. Structured questionnaires which was the main research instrument was used to elicit information from the participants which comprised mainly of customers of EGH-KNUST who have been patronizing the services of the said entity over 2 years. ANOVA and t-statistics were used to test the hypothesis while regression analysis was used to analyzed the data. Results: The findings showed an R 2 value of 0.762 which reveals that service quality (using the SERVQUAL components) accounted for 76.2% of the variation in customer satisfaction. The f-statistics of 32.318 reveals that the model is statistically significant at 0.05 significant level. Conclusion: It was concluded that there was a significant relationship between service quality and customer satisfaction at EGH-KNUST, hence the guest house should continue to investigate precisely what guests want and develop innovative ways to meeting guests’ expectation. Keywords: Service quality, SERVQUAL model, customer satisfaction DOI: 10.7176/JTHS/47-05 Publication date: February 29 th 2020

Effect of Service Quality and Corporate image on Customer Loyalty with Customer Satisfaction as Mediation Variables (Study at PT. BPR. Padma, Denpasar-Bali)

The aim of this study is to know and test the effect of service quality, corporate image and customer satisfaction on customer loyalty at PT. BPR. Padma Denpasar-Bali, and to find out and test the effect of service quality, and corporate image on customer satisfaction at PT. BPR. Padma Denpasar-Bali. The study population was all customers at PT. BPR. Padma Denpasar-Bali, with 15,318 people. The number of samples was calculated using the Slovin method and obtained a total sample of 100 people, to determine the sample members used proportional random sampling technique that is the sample members taken proportionally in each part of the PT. BPR. Padma Denpasar-Bali. Data analysis techniques to answer the hypothesis of this study using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results showed that (1) service quality had a positive and significant effect on customer loyalty, (2) corporate image had a positive and significant effect on customer loyalty, (3) service quality had a positive and significant effect on customer satisfaction, (4) corporate image had a positive effect and significantly to customer satisfaction (5) corporate image has a positive and significant effect on customer satisfaction, (6) customer satisfaction positively significantly mediates the effect of service quality on customer loyalty and (7) customer satisfaction positively significantly mediates the effect of corporate image on customer loyalty.

ANALISIS KEPUASAN PELANGGAN BUS DAMRI CABANGLAMPUNG

Perum DAMRI is a company which running in services area. In applying the objectives of the company that want to get high profits, company must provide quality services that can be accepted by customers, especially in Lampung. The formulation of problem inthis research "is there an effect of service quality towards customer satisfaction at Perum DAMRI Lampung? The purpose of this research is to prove and determine how much the effect of service quality towards customer satisfaction at Perum DAMRI Lampung both partially and totality. The population of this research or consumers who use service of DAMRI Lampung bus . While the sample of this research was 100 consumers calculated by non probability sampling using accidental sampling technique. The analysis used this research used was simple linear regression and hypothesis testing was done by t test.From the results of this research, the regression Y = 8.117 + 0.352 X indicates that the increasing of consumers quantity will increase by 0.352 if the company improves the service quality. The level of relationship between the service quality and customer satisfaction with an R value of 0.584 indicates that the level of relationship between the service quality and customer satisfaction has a strong level. The result of the effect of service quality towards customer satisfaction is 34.1%. The result of the hypothesis test indicates that there is an effect of service quality towards customer satisfaction because t count> t table (7.119> 1.66).

Web service classification based on non-functional parameters using vote based classifier

Today the internet has become a very vital part of everyone’s life. Nowadays, Companies are offering their business in the form of web services to reach their customers. Web services help in business by providing a standard way to communicate with their customers. But the rapid introduction of modern web services in this dynamic business environment influences the service quality and customer satisfaction. So, there is a requirement to focus on the functional as well as the non-functional aspect of web services. In this paper, for accurately classifying the web services vote based classifier has been used. For classification J48, Naive Bayes, SVM and Random Forest are used as a base learner. The proposed vote based classifier model provides accurate classification and prediction by improving the recall and precision value as compared to individual classifiers. The experiment is conducted on a real dataset of web services to find out the accurate result. The results show that the vote based classifier performs better in comparison to others. Experimental outcomes show that the proposed approach determines the most promising results.

Service Quality and Customer Satisfaction: A Comparative Study of an Indian Public VS Private Bank

This study focuses on the service quality and customer satisfaction among the private and public sector banks in India. Today customers are supposed to have awareness about the financial services provided by the banking sector. An attempt has therefore, been made in this paper to quantify the ‘awareness level’ of the customers and analyze the ‘service quality experience’ of the customers from their banks. The study has been carried out to compare the service quality experienced by customers of the public and private sector banks and to study the link between service quality and customer satisfaction. For that reason a well structured questionnaire was used to collect the views of customers on various service dimensions and the satisfaction of the customers regarding the services offered by the public and private sector banks. Various statistical tools like ANOVA, Factor Analysis and Multiple Regressions were used for analyzing the data collected on five service dimensions of SERVQUAL and satisfaction of customers. The results indicate that the private sector bank was better in terms of providing services and creating awareness about their products and services. The study also proves that an increase in service quality will most likely lead to customer satisfaction.