Service Quality Satisfaction Research Articles

Service quality: A subliminal pathway to service differentiation and competitive advantage in private healthcare marketing in Ghana

The study investigates the role of service quality in Ghana’s private hospitals and its effect on patients’ satisfaction and loyalty. A sample of 622 respondents was drawn using convenience sampling. Structural equation modeling using smart PLS was used to test the measures. The study found a significant positive relationship between service quality and patient satisfaction and also a significant positive relationship between patients’ satisfaction and loyalty and that patients’ satisfaction mediates the relationship between service quality and patients’ loyalty. The study provides a useful guide to policy formulation for private healthcare practitioners.

Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia

Purpose The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM). Design/methodology/approach Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables. Findings The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction. Practical implications Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission. Originality/value The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

여성 노인 참여자들의 복지관 스포츠 프로그램 서비스 품질에 대한 중요도 및 만족도 분석

여성 노인 참여자들의 복지관 스포츠 프로그램 서비스 품질에 대한 중요도 및 만족도 분석

Kualitas Pelayanan Kesehatan Poli Gigi Rumah Sakit Kota Palembang

Health service in hospital currently focuses on patient satisfaction that service quality becomes indicator of service used. The problem of this study was how about the health service quality at dental clinic of Myria Hospital Palembang. The aim was to know the health service quality at dental clinic of Myria Hospital Palembang. The study method was descriptive quantitative using questionnaire. The samples were 90 respondents by using purposive sampling technique. Data were analyzed by using descriptive statistic, factor analysis, and regression with significance 0,1. Output statistic result of Anova linear regression was 0,086 that indicated significant relation between health service quality and patient satisfaction. Health service quality at dental clinic of Myria Hospital Palembang is already good.

Perceived influence of relationship communication on insurance service quality and customer satisfaction

Extant literature in marketing and communications has long recognized the importance of effective communication as the essential link for sustainable relationship between organizations and their customers. In spite of its importance, many studies have revealed that practices of communication in relationship marketing in some service firms are fraught with problems, which influence the perceptions of customers about the commitment of those organizations to service quality and customer value. This exploratory study was undertaken to analyze how insurance customers perceive their relationships with insurers through received messages. The study also sought to identify the inherent differences in the perception of relational messages received from insurers by the customers based on gender. A simple random sample of 145 insurance customers were drawn for the study from three insurance agencies. Useful responses were received from 120 automobile insurance policyholders, which represented 82.76% of the sample. Four hypotheses were tested with Pearson Correlation, one-way analysis of variance (ANOVA), and multiple regression analysis. The results of the study suggested significant relationship between relational messages, service quality, and customer satisfaction. In terms of differences in the perceptions of male and female respondents, the study indicated significant differences in the perception of personal values and perceived quality through received messages. Similarly, significant differences were recorded in the perception of message credibility by the female participants as compared with those of the males. The study also revealed the need for insurance companies to fully imbibe relationship communication with their customers, through assessment of the internal and external situations which surround the information needs of individual customers.

Analisis Kepuasan Mahasiswa Terhadap Kualitas Pelayanan pada Politeknik kent Bogor Tahun 2009

Quality and customer satisfaction are closely related, the quality of giving a boost to consumers to establish a very strong bond with the company. In the long term bond like this allows companies to thoroughly understand the expectations which the firm maximizes the consumer’s experience of fun and minimize or eliminate unpleasant experience. Because customer satisfaction in turn can create customer loyalty or loyalty to companies that provide satisfactory service quality. The value of service quality performance variables are 143-286, with the average value of 3.31 or assessment the position is quite satisfied. While the assessment of service expectations variable is between 240-294, with the average value of 3.91 or assessment on the position on an important value. Picture of student satisfaction with the service by the Politeknik KENT Bogor can be seen from the diagram on the Cartesian Quadrant II which containts the attributes that have given satisfaction to the students. These are attributes that must be maintained so that student satisfaction is always achievied (a) The building is owned by adequale, (b) The appearance and comfort of the lobby, (c) Clean and tidy room lecturers, (d) Clean and comfortable classrooms, (e) Officers can provide timel, (f) Officers are always ready willing to help in times of need, (g) the officer did not show the impression busy in welcoming the arrival of students, (h) officers always instill confidence in students, (i) the officer behaved in providing services, and (j) students feel secure to do transactions with the institution.

Vocatives in service encounters: evidence from Greek

ABSTRACTThe aim of the study is to investigate the use of vocatives in face-to-face interactions in Greek shops. In particular, we concentrate on the types of vocatives attested, their position and function within the exchange, and their association with politeness. The analysis of an extensive corpus of service encounters (SEs) reveals that vocatives are not particularly common in such contexts and that they are mostly used to index familiarity. Such use of vocatives as positive politeness strategies is compatible not only with Greek speakers’ orientation toward positive politeness, but also with the importance attached to the establishment of rapport and familiarity during SEs as a means of enhancing service quality and customer satisfaction.

A higher education student service quality and satisfaction model

This study develops a model, the service quality satisfaction monitoring model (SQSMM), to examine the relationship between the industry standard 73-item Noel-Levitz student satisfaction inventory (SSI) and a new, greatly reduced four-item service quality satisfaction instrument (SQSI). The impact of students' perceptions of service quality and satisfaction related to their collegiate experience is measured by many universities using the standard 73-item Noel-Levitz SSI instrument. However, the cost of the SSI and the length of the instrument precludes its frequent use for initial assessment or ongoing monitoring to track changes. We develop and test a new service quality and student satisfaction single construct four-item instrument, SQSI, based on contextualising items drawn from other survey instruments.

An Empirical Study Analyzing the ATM Service Quality and Customer Satisfaction Relationship in Rwanda

ATM as one type of Electronic banking systems have become a strategic technology in the banking sector by delivering banking products/services and are expected to offer competitive advantages to banks investing in ATM technology over those that do not. In Rwanda, the cash-based system is now gradually being replaced by the card-based system and this requires banks to improve ATM service quality to satisfy customers. The aim of this paper was to conduct empirical evidence from ATM cardholders of five selected commercial banks in Rwanda to analyze the relationship between ATM service quality and customer satisfaction. To achieve this objective, a structured questionnaire was used to collect primary data of 250 ATM users in five commercial banks from Kigali, capital city of Rwanda (Bank of Kigali, Cogebanque, Equity Bank, Banque Populaire du Rwanda Limited and Ecobank). The questionnaire consists mainly of 32 constructs observed under seven ATM service quality dimensions (Reliability, Responsiveness, Assurance, Empathy, Tangibles, ease of use and Convenience) and a five-point rating scale was adopted as the scale for the statements formulated in the questionnaire. Findings showed that 70.8% of respondents were under or equal to 35 years old which presents a range of youths in Rwanda. From the results, 70% of respondents claimed that they have never been educated on utilization of ATMs. Using SPSS, customer satisfaction has shown a strong correlation with all seven ATM service quality. The multiple regression results identified ease of use as the most important dimension on customer satisfaction and it was followed by convenience, empathy and Tangibles. Therefore, it is suggested that banks could improve their customer satisfaction ratings by educating customers to use ATM and not forget other important improvements in automated teller machine banking services.

A higher education student service quality and satisfaction model

This study develops a model, the service quality satisfaction monitoring model (SQSMM), to examine the relationship between the industry standard 73-item Noel-Levitz student satisfaction inventory (SSI) and a new, greatly reduced four-item service quality satisfaction instrument (SQSI). The impact of students' perceptions of service quality and satisfaction related to their collegiate experience is measured by many universities using the standard 73-item Noel-Levitz SSI instrument. However, the cost of the SSI and the length of the instrument precludes its frequent use for initial assessment or ongoing monitoring to track changes. We develop and test a new service quality and student satisfaction single construct four-item instrument, SQSI, based on contextualising items drawn from other survey instruments.

Maximizing D2D-Based Offloading Efficiency With Throughput Guarantee and Buffer Constraint

Device-to-device (D2D) based offloading stands out as a promising approach to mitigate the pressure over cellular networks. From the perspectives of both operators and users, an ideal solution is expected to maximize the offloading efficiency (ratio) while guaranteeing the quality-of-service (QoS) of users. However, existing approaches seldom jointly take into consideration offloading efficiency optimization and QoS guarantee. In this paper, we study how to maximize the percentage of total offloaded traffic of mobile content downloading via D2D, while guaranteeing the user minimum throughput under limited buffer size. The major challenge is how to incorporate all potential D2D opportunities to maximize the offloading performance. We propose a spatial–temporal dynamic graph (STDG) to capture all possible D2D opportunities in D2D-based traffic offloading. Based on STDG, we mathematically formulate an optimization problem of maximizing the offloading efficiency, subject to throughput requirement and buffer size constraint. The formulated problem is a linear-fractional problem and can be transformed into an equivalent linear program, whose solution reveals the maximum offloading ability that D2D achieves under QoS satisfaction. Trace-based simulations validate the superiority of our approach over three benchmark approaches.

Evaluating Nurses’ Perspective towards Service Quality and Patient Satisfaction in Private Hospitals: An Empirical Study in Yemen

Evaluating Nurses’ Perspective towards Service Quality and Patient Satisfaction in Private Hospitals: An Empirical Study in Yemen

Measuring the perceived service quality and customer satisfaction in Ethiopian Interest-Free Banking Institutions: A case of addis ababa

Interest free banking is a scheme of banking consistent with Shariah principles. Measuring the service quality of it is essential to retain the existed clients and to attract potential customers. The investigation has made to gauge the perceived service quality and consumer loyalty in Ethiopian interest free banking institutions. The information was gathered through surveys circulated to 470 interest free banking clients; and is analyzed by means of descriptive statistics, Wilcoxon Signed Ranks Test, Kruskal Wallis Tests and Mann-Whitney U test, utilizing SPSS version 20 software. The result of the study showed that Ethiopian interest free banking institutions are not providing quality services to their clients. There have been noteworthy contrasts between clients ’perception and desire in all the service quality dimensions, such as compliance, assurance, reliability, tangibility, empathy and responsiveness. Clients are not satisfied with the services. There have been quality holes between clients ’desires and perceptions. The study likewise demonstrated that income level has a significant effect on overall satisfaction of customers; however age, gender, educational qualification, occupation, work segment proprietorship have no significant effects on overall satisfaction. Interest free banking institutions should introduce additional Shariah products; and should recruit Shariah experts to guide it well.

Does Perceived Service Quality Affect Patient Satisfaction?

The healthcare industry is becoming highly competitive with an increasing number of private hospitals and clinics in Bangladesh. The general objective of this study is to evaluate the impact of assessment of different aspects of service quality on patient satisfaction considering the public and private hospitals and clinics of Dhaka, Bangladesh. The data was collected through a self-administered questionnaire. A purposive sampling method was used to identify the person who visited hospitals in the previous years' time. The sample size was 100. Both descriptive and inferential statistics were used. The results showed a positive relation between perceived service quality and patient satisfaction. According to this study, the two most important constructs of service quality that have an impact on customer satisfaction are interpersonal interactions and technical quality. The research also found a significant correlation among perceived health care service quality, patient satisfaction, and behavioural intention of the patient. Future research is recommended to test the hypothesis with larger sample.

Fast Channel Estimation and Beam Tracking for Millimeter Wave Vehicular Communications

Millimeter wave (mmWave) has been claimed to be the only viable solution for high-bandwidth vehicular communications. However, frequent channel estimation and beamforming required to provide a satisfactory quality of service limits mmWave for vehicular communications. In this paper, we propose a novel channel estimation and beam tracking framework for mmWave communications in a vehicular network setting. For channel estimation, we propose an algorithm termed robust adaptive multi-feedback (RAF) that achieves comparable estimation performance as existing channel estimation algorithms, with a significantly smaller number of feedback bits. We derive upper and lower bounds on the probability of estimation error (PEE) of the RAF algorithm, given a number of channel estimations, whose accuracy is verified through Monte Carlo simulations. For beam tracking, we propose a new practical model for mmWave vehicular communications. In contrast to the prior works, the model is based on position, velocity, and channel coefficient, which allows a significant improvement of the tracking performance. Focused on the new beam tracking model, we re-derive the equations for Jacobian matrices, reducing the complexity for vehicular communications. An extensive number of simulations is conducted to show the superiority of our proposed channel estimation method and beam tracking algorithm in comparison with the existing algorithms and models. Our simulations suggest that the RAF algorithm can achieve the desired PEE, while on average, reducing the feedback overhead by 75.5% and the total channel estimation time by 14%. The beam tracking algorithm is also shown to significantly improve beam tracking performance, allowing more room for data transmission.

Attitudes of institutional catering employees in Gauteng towards training programs

Training is an important contributor towards achieving satisfactory service quality levels and is significant for hospitality establishments to attract and retain customers. Numerous studies have been conducted regarding training employees on service quality with the aim of achieving customer satisfaction and meeting their needs and wants but these studies have overlooked the human-related issues involved in implementing an effective training program. When there is a gap between concrete performance and what is wanted by customers, i.e. quality standard and productivity gaps, and training can decrease these gaps. Furthermore, training is a dominant factor that can transform employees’ attitudes. Performance gaps derive from employees having a poor attitude towards the values or concepts of the training program and also a shortfall of skills and confidence. Training programs must be carefully designed to be effective and attain specific objectives and outcomes. Furthermore, the training program should focus on clearly defined goals so that employees recognize that the goals are closely related to their everyday tasks. This study focused on establishing the attitudes of institutional catering employees in Gauteng towards training programs. A total of 19 catering institutions in Gauteng were selected where data was collected from 25 participants who had been undergoing training. They were able to give their first-hand knowledge to their attitude concerning training programmes. Data was collected by interviewing participants using semi-structured interviews and then analysed using Atlas Ti. The research findings suggested that institutional catering employees’ were satisfied with the training programmes, their attitude towards training programmes was that training was an eye-opener and built their self-esteem. They were always motivated to attend training and they also alluded that training was necessary in the hospitality industry.

금융기관 종사자들의 인구학적특성에 따른 내부보안서비스품질과 내부고객만족 및 조직성과에 대한 차이 검증

금융기관 종사자들의 인구학적특성에 따른 내부보안서비스품질과 내부고객만족 및 조직성과에 대한 차이 검증

Hastaların hizmet kalitesinden memnuniyetleri: güvenlik hissinin arabulucu rolü

Purpose: The aim of this study was to determine the inpatients’ and outpatients’ satisfaction of service quality by the mediating role of senes of security in patients.Materials and Methods: In this cross-sectional study , the stratified random sampling technique was used with the participation of 600 people in this study. The patients were selected from internal, surgery, women, and children outpatient and inpatient units of hospitals of Mazandaran Province. For data collection , two questionnaires were used; one to measure patient sence of security (sense of security) and the other to assess patient satisfaction (SERVQUAL Service Quality Questionnaire).Results: In general, the effect of a sense of security created in the human dimension on the service quality with standardized path coefficient equal to 0.384 was significant, and the sense of security from the dimension of providing support created a direct effect on the quality of service support with standardized path coefficient equal to 0.524 which was significant. Also the direct effect of sense of security in terms of structure on the quality of services by standardized path coefficient equal to 0.168 was significant. Conclusion: The patient satisfaction is a major challenge for the service-provider organizations, it is necessary to take effective steps and provide targeted strategies to reduce gaps in quality in the field of services to patients while conducting failure analysis and creating opportunities to improve the quality of services.

Assessing Banks’ Service Quality and Customer Satisfaction: An Analytical Framework

The paper aims to develop and validate an analytical framework to assess the service quality and customer satisfaction and hence customer loyalty in banks. We develop a multivariate probit model for the evaluation of service quality and customer satisfaction and an ordered logit model for the rating of customer service of the most frequently used bank. To validate the models, we conduct a survey of 1107 customers from the branches of eight banks in three major cities of the peninsular Malaysia in 2013. The validation was carried out in two stages. First, we analyze the customers’ satisfaction on the core and relational dimension of service quality using multivariate probit model. In the second stage, we analyze the customers’ overall service rating on their most frequently used bank using ordered logit model. The proposed framework can be used by banks to assess service quality and customer satisfaction and identify customers who are likely to switch. This would prove extremely beneficial to banks in the formulation of segment specific customer retention strategies. The framework would also assist regulators to gauge the level of customer confidence in the individual banking institution and intervene as and when necessary to maintain stability in the banking system.

ANALISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DUNKIN DONUTS GADING SERPONG

This study aims to determine service quality and customer satisfaction of Dunkin Donuts customer in Gading Serpong. Service quality are consists of tangible, reliability, responsiveness, assurance, and empathy. Research conducted at Dunkin Donuts Gading Serpong from April-July 2017. Respondents are used as research samples amounted to 100 people. Data were processed by using Index Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. Overall, the services provided by dunkin donuts outlet in Gading Serpong is good, because they can meet the expectations of their customer. The value of Customer Satisfaction Index (CSI) is 86.76%. This illustrate that Dunkin Donuts customers in Gading Serpong are very satisfied with the service quality performance provided by Dunkin Donuts. Improvement of services that need to be done is the speed of employees in handling customer complaints, improving the cleanliness of toilet facilities, and improving employee friendliness while serving customers