Quality Of Service Research Articles

The Relationship Between Service Quality And Consumer Satisfaction At UD She Water In Gunungsitoli City

The purpose of this research is to find out whether there is a relationship between service quality and consumer satisfaction and to find out how big the relationship is between service quality and consumer satisfaction at UD She Water in Gunungsitoli City. The research used in this study is quantitative research. The sample in this study was the entire population, which was 35 people. Data collection techniques. Data collection techniques used observation, questionnaires and interviews. Based on the results of the study, the researcher drew the following conclusions: 1. The implementation of proper service quality will have an impact on increasing customer satisfaction in any company including UD. She Water. 2. From the calculation of the correlation coefficient above, (rxy) item number 1 was obtained at 0.7070 and for N = 35 at a significant level of α = 5%, the data rtable = 0.334 was obtained. By referring to the valid invalid criteria, item number 1 in the questionnaire with rxy, namely 0.7070> 0.334, is concluded to be valid. 3. From the calculation of the correlation coefficient between variables X and Y, rxy = 0.7388 is obtained, then the correlation coefficient value is consulted in the r Product Moment critical value table. For N = 35 at a significance level of 5% rtable = 0.334. Thus, rxy> rtable or 0.7388> 0.334 is obtained.

Investigating quality service and student satisfaction: evidence from College of Business & Economics, University of Gondar, Ethiopia

Providing quality service is the major concern of many public organizations. However, the way to provide immediate service (responsiveness), the capacity to deliver on promises of accurate and consistent service (reliability), the degree of trust and confidence of students in the service provided by the college (assurance), the physical appearances of the service that the college offers (tangibility) and understanding the needs of students in the college are not as such potential. Thus, the study aims to investigate the effect of a quality service system on student satisfaction in Business and Economics College, University of Gondar. An explanatory research design with a quantitative research approach was employed to address the specified objectives. The population of the study was 6323 and out of these, 376 samples were drawn through stratified random sampling technique. Of 376 self-administer questionnaires, 263 were valuable for this analysis. One of the objectives of the study was to understand the dominant service quality dimension. The finding of the mean score of SERVQUAL dimensions portrays that students are less satisfied with dimension responsiveness (M = 2.31), which implies that the way students get an immediate response for their need showed very low followed by dimension empathy (M = 2.63) i.e., the willingness of staff to support or help students, spontaneous care and concern of staff to student’s needs, is lower, whereas with tangibles, assurance, and reliability are better. The PLS-SEM analysis result confirmed that tangibility and assurance has a significant effect but other service quality dimensions are not.

When library cares: mining insights from LibQUAL+ to determine university students’ priorities

PurposeThis study aims to evaluate students' satisfaction with university library services in southern Punjab, Pakistan, emphasizing their perspective on service quality (SQ).Design/methodology/approachA LibQUAL+® survey with 22 core items was conducted within university settings using convenience sampling. In total, 345 usable responses were returned through Google Forms. Data analysis involved descriptive statistics, ordinal logistic regression test, Pearson and Deviance statistics and chi-square test to assess the satisfaction status of library users.FindingsThe study found that libraries generally meet SQ standards. However, there were minor gaps in information control (IC) and library as place (LP).Practical implicationsThe study provides library administrators with actionable insights to enhance services, encouraging stakeholders to adopt optimal library practices for heightened efficiency and user satisfaction.Social implicationsIt highlights the crucial role of libraries in shaping future societal progress by emphasizing the need for elevated user services. Librarians can use this knowledge to modify their planning and take impactful initiatives that align with the evolving needs of their users.Originality/valueWhile many studies have utilized LibQUAL, this research is unique for its focus on addressing university library services in underdeveloped regions facing economic challenges. It attempts to fill the information gap by offering a transferable approach for strategic priorities in similar settings.

Усовершенствование первичной медико-санитарной помощи с применением цифровых технологий: методология разработки инструментария оценки «цифровой зрелости» и научно обоснованные рекомендации

The digitalization of the economy, especially within the framework of the concept of Industry 4.0, has a significant impact on the medical field. In healthcare, digital technologies such as telemedicine technologies, decision support systems and artificial intelligence increase the availability and quality of medical services. The purpose of the study is to develop scientifically based recommendations for improving primary health care using the developed tools for assessing the «digital maturity» of primary care organizations. Materials and methods. To develop recommendations, a methodology was used to assess the «digital maturity» of medical organizations providing primary health care. Experts assessed the indicators of «digital maturity», and their significance was determined through a weighted average. The results of the assessment made it possible to identify the main, additional and excluded indicators, which became the basis for further development of recommendations. Results. Based on the developed methodology, classifications of the levels of «digital maturity» of medical organizations providing primary health care, ranging from low to high levels, were created. These classifications made it possible to identify key aspects that need improvement, including digital infrastructure, information system functionality, the use of artificial intelligence, as well as digital literacy of medical personnel. Conclusions. The digital transformation of primary health care contributes to improving the quality and accessibility of medical services, especially in remote regions. The developed methodology makes it possible to objectively assess the level of digitalization and formulate recommendations for individual digital transformation strategies in the regions of Russia. It is important to continue monitoring and research to assess the long-term effects of digitalization.

Service Quality and Passenger Satisfaction on the Coastal Routes of Southwest Crete

The aim of this paper is to validate the correctness of the defining variables (categories) used by Sitzimis (2024a) to measure the quality of services provided on the coastal lines of southwest Crete. In this context it tries to determine both how much they affect the overall passenger satisfaction and which one is the most important. This research is both novel and distinct and could hopefully be expanded to include comparable coastal routes around the world and other means of transport. It is also expected to benefit shipowners, passengers, and policymakers by maintaining the level of services provided at a satisfactory level. Methodologically, we have used confirmatory factor analysis to determine the real factors affecting the quality of coastal services in southwest Crete. A non-parametric correlation test has been applied between the degree of satisfaction and the above factors. It has shown that there is a moderate positive correlation. We have tested through multiple regression both the extent to which these factors have an impact on passengers’ satisfaction and their relative significance. The resulting evaluation factors are "comfort, safety, land and on-board services", "pricing policy" and "route reliability". They have predicted 63.5% of passengers’ satisfaction variance and the first factor is the most significant. Their improvement is expected to stimulate the users’ satisfaction. Ιt appears that the five categories used by Sitzimis, and their hierarchical classification, have not been fully confirmed by the factor analysis.

5G Network Slicing as a Service Enabler for the Automotive Sector

ABSTRACTNetwork slicing, a key technology introduced in 5G standards, enables mobile networks to simultaneously support a wide range of heterogeneous use cases with diverse quality of service (QoS) requirements. This work discusses the potential benefits of network slicing for the automotive sector, encompassing manufacturing processes and vehicular communications. The review of the state of the art reveals a clear gap regarding the application of network slicing from the perspective of industrial verticals such as automotive use cases and their specific requirements. Departing from this observation, we first identify limitations of previous cellular technologies and open challenges for supporting the data services required. Then we describe network slicing as an enabler to face these challenges. We present an analysis of the cost equilibrium for network slicing to be effective for car manufacturers, and tests in real 5G networks that demonstrate the performance improvement in OTA updates coexisting with other services.

Deep Learning and Statistical Process Control Approach to Improve Quality in Immigration Services

Technological advancements have profoundly influenced various sectors, including tourism, by simplifying international travel and increasing the demand for passports. In this context, public feedback on the Surabaya Immigration Office's services, gathered from Google Maps reviews, presents an invaluable dataset for analysis. This study introduces a novel approach to quality management systems in immigration services by applying the Convolutional Long Short-Term Memory (Co-LSTM) for sentiment analysis of public reviews and p-attribute control charts for statistical process control. Focusing on the Surabaya Immigration Office, we analyze public feedback from Google Maps to assess service quality. Our methodology preprocesses and classifies opinion data into sentiment classes, employing Co-LSTM for its superior accuracy over traditional models. The sentiment analysis reveals a predominance of positive over negative reviews, with classification accuracy demonstrating Area Under Curve (AUC) values of 98.61% for training and 85.66% for testing data. Furthermore, the p-attribute control charts are utilized to monitor service defects, identifying areas of uncontrolled variability and suggesting the necessity for service improvement interventions. The study uncovers that the primary public grievance relates to the perceived lack of friendliness and politeness from office staff. By integrating sentiment analysis with statistical process control, this research offers a comprehensive approach for immigration service providers to enhance service quality, respond proactively to public sentiment, and ensure customer satisfaction.

Not all about the money: Service quality information improves consumer decision-making

Information asymmetries are pervasive in many industries and can result in large losses in consumer welfare. Does providing product quality information result in improved consumer decision-making? We study this question in a market where quality is notoriously hard to determine ex ante: the residential energy market. Using a discrete choice experiment (N = 1,002), we document a substantial willingness-to-pay (37–45 % of the median bill) for four service quality attributes (transparency, agency, authenticity, and convenience). In an incentivized search task (N = 432), we show that how quality information is presented matters: consumers who view information in the form of ratings and stamps of approval are (i) 4 % more likely to opt in to the search task, and (ii) 20 % more likely to correctly identify given levels of quality, relative to consumers who are provided with bar graphs, pie charts, and text. Finally, using a decision experiment (N = 510) with real company names familiar to our participants, we find that the provision of quality information increases choices of the best-rated company more than 20-fold, relative to the control scenario where quality information is absent, in which consumers select companies predominantly on price and brand awareness. Our findings are applicable to other markets in which information asymmetries are present, where policymakers should consider interventions that promote transparency and quality information provision.

E-Health Technologies: Implications for Quality in Public Health Services

Objective: The research sought to investigate the implications of e-Health technologies on the quality of public health services in Brazil, in order to identify opportunities and challenges. Methodology: Using a bibliographic research methodology, materials already published were analyzed, with emphasis on telemedicine studies and electronic health records. The bibliographic survey was carried out on platforms such as SciELO, Scopus and Google Academic, besides national repositories, such as the Capes Thesis Bank and other Brazilian open access repositories. Data Results and Analysis: The results show that these technologies can increase the efficiency, accessibility, and continuity of care, especially in remote areas, by enabling better management of information and services. However, significant challenges arise, such as digital inclusion, the empowerment of health professionals and the protection of patient data. Conclusion: As a conclusion, it is highlighted that although e-Health technologies have the potential to transform the health system, their implementation must be accompanied by policies that guarantee inclusion and safety, ensuring that all citizens benefit from these innovations.

Experiences and challenges of refugees from Ukraine in accessing healthcare and social services during their integration in Lithuania

BackgroundThe influx of Ukrainian refugees to Lithuania due to the ongoing conflict has created substantial challenges in healthcare and social services.ObjectiveTo identify the key challenges faced by Ukrainian refugees in accessing healthcare and social services in Lithuania.MethodsA qualitative study was conducted using semi-structured interviews with 22 Russian-speaking female Ukrainian refugees residing in various regions of Lithuania. Data were collected between July and October 2022 and analyzed using inductive qualitative content analysis to identify key themes related to healthcare access, social services, and integration.FindingsRefugees reported significant barriers, including language difficulties, long waiting times for healthcare services, and inconsistent access to social services, particularly in smaller municipalities. Despite access to free healthcare, the quality and timeliness of services were often inadequate, exacerbating challenges for those with pre-existing health conditions. Psychological support services were underutilized, and language barriers impeded access to both healthcare and employment opportunities. Coordination between social and healthcare services was lacking, creating further difficulties for refugees in navigating essential services.ConclusionWhile Lithuanian authorities have provided critical support, significant gaps remain in healthcare access and social service coordination. Urgent improvements are needed in language support, psychological care, and healthcare accessibility, particularly in smaller municipalities. These findings highlight the need for targeted policies to address these challenges and ensure equitable access to services for all refugees. Future research should include more diverse refugee populations to guide comprehensive policy development.

Manajemen Kualitas dalam Meningkatkan Efisiensi Proses Bisnis Perusahaan

In an era of increasingly fierce business competition, companies are required to improve efficiency in every business process. One of the crucial aspects that can support efficiency is the implementation of proper quality management. Quality management is a systematic approach to managing and improving the quality of products, services, and processes in an organization, with the goal of meeting customer expectations and achieving optimal efficiency. This research explores various quality management approaches such as Total Quality Management (TQM), Six Sigma, Lean Manufacturing, and ISO 9001. This approach has a focus on continuous improvement, elimination of waste, and increased customer satisfaction. This study uses a qualitative descriptive method to analyze the implementation of these models in improving the efficiency of the company's business processes. The results of the assessment from the media expert, Mr. Muhammad Ikhwan, S.Pd., M.Pd showed the feasibility of the media with an average score of 92.17%, while the assessment of the material expert, Mrs. Nurul Isnaeni, S.Pd, obtained an average of 96.19%, with the category of "Very Feasible" for all aspects. This study proves that Powtoon-based learning media is effective and feasible to use in the context of education.

FORCED INTERNAL DISPLACEMENT OF THE UKRAINIAN POPULATION: RISKS RAISED BY WAR

The large-scale war forced millions of Ukrainians to leave their homes in search of safety. The mass displacement of the population led to an increase in the level of uncertainty and raised risks for both individuals and the whole of society. This article aims to assess the scale of internal migration in Ukraine during the war and to investigate the impact of this phenomenon on the quantitative and qualitative characteristics of the labor potential and the possibilities of its use. Our assessment of the number of internally displaced persons (IDPs), and our examination of the state of their adaptation and integration in the new territories of residence are based on administrative data about the registration of citizens as IDPs provided by social services as well as the surveys and research findings by international organizations and domestic sociological institutions. We present an overview of individual challenges and risks raised by the forced displacement of the population, and highlight the specific features of their manifestation. In particular, we single out an increase in the demographic burden, a decrease in the number of people of reproductive age, a reduction in the number of jobs, an increase in the burden on the budget, a drop in labor productivity, a loss or reduction in the income of a large part of the population, a limit of access to quality social services, as well as unemployment, deterioration of the quality of employment, increased social vulnerability, and weakening of social cohesion. Risks increase the probability of negative changes that lead to uncertainty, deterioration of the demographic situation, weakening of the stability of the economy, decline in the level and quality of life of the population, deepening of social inequality, growth of social tension, decline in the consumption capacity of the population, complete or partial loss of social ties and jobs. We offer recommendations regarding priorities and specific measures of the national state policy aimed at avoiding risks and minimizing their possible consequences. The implementation of this policy should be focused on establishing legal, economic, and institutional frameworks for easing tensions in the areas of material security and employment, improving the demographic situation as well as the quality and availability of social services, and improving living conditions.

Trends in the quality of maternal and neonatal care in Sweden and Norway as compared to 12 WHO European countries: A cross-sectional survey investigating maternal perspectives during the COVID-19 pandemic.

Maternal-neonatal healthcare services were severely disrupted during the COVID-19 pandemic in even high-income countries within the World Health Organization (WHO) European Region. The objective of this study was to compare trends in the quality of maternal and neonatal care (QMNC) in Sweden and Norway to 12 other countries from the WHO European Region during the COVID-19 pandemic, and to identify domains for improvement. This cross-sectional study included women giving birth in Europe from March 1, 2020 to December 31, 2022. Women answered an online, anonymous questionnaire which included 40 WHO Standard-based Quality Measures collectively scored as the total QMNC index (0-400) and separately in four subdomains (0-100): provision of care, experience of care, availability of human and physical resources, and reorganizational changes due to COVID-19. To assess reported QMNC changes over time, we used adjusted quantile regression models. gov Identifier: NCT04847336. Of the 45151 women included in the study, 13 117 (29.1%) were from Sweden and Norway and 32034 (70.9%) from the 12 WHO European countries. The total QMNC index for Sweden and Norway (median: 325, IQR: 285-355) was higher than the 12 WHO European countries (median: 315, IQR: 265-350, p < 0.001) as were trends in QMNC index over time (Sweden and Norway median: 310-345; 12 WHO European countries median: 305-340). Sweden and Norway also had higher scores in three-of-four QMNC subdomains, with the 12 WHO European countries scoring higher only for reorganizational changes due to COVID-19. In adjusted quantile models of the total QMNC index, Sweden and Norway had higher scores, with largest differences in the lower quantiles (p < 0.001 in all percentiles). Across Europe, there are significant gaps in the quality of maternal-neonatal healthcare services. Although women giving birth in Sweden and Norway reported higher QMNC scores in all subdomains except for "reorganizational changes due to COVID-19," there is room for improvement and shared learning across Europe. Policymakers should prioritize long-term investments in maternal and neonatal healthcare, ensuring that facilities are adequately equipped during public health crises and that all women have access to high-quality, evidence-based, equitable, and respectful care.

SUBSCRIPTION FRAUD DETECTION USING AUTOENCODER IN CASE OF ETHIOTELECOM

Nowadays, telecom services are becoming an essential communication and business facilitators. However, the development of telecom services motivates fraudsters for illegal use. Hence, telecom fraud becomes a serious challenge in telecommunication sector by losing telecom revenue. It also results in poor quality of services for their customers. Telecom data, SMS and voice call are not free from security issues. Despite SMS, and USSD services becomes good options over installable mobile based or web based applications due to lesser cost and real time support, the methods provide fixed amount requirements which is not dynamic way to address the need of these services subscribers. The other challenge of these services is that; the services are not safe from frauds as such, especially in GSM switches. Subscription fraud is one type of fraud in today’s telecom business which is a common telecom fraud. The need of fraudsters is to make money illegally or getting telecom services with the intention of not to pay for the service they used. The prime objective of this study is to build a predictive model using deep auto-encoder to detect subscription fraud in case of Ethiotelecom. The performance of fraud detection model is 98.95% validation accuracy on ethiotelecom call detail record dataset using deep neural network autoencoder and CNN-LSTM autoencder algorithms at threshold of 0.0103 and 0173 respectively.

Tourist Satisfaction in Kerala Agritourism: Insights from Domestic and International Visitors

Purpose: Tourism has been an essential component of human civilization since the beginning, evolving through various forms, phases, and practices over the centuries. Agritourism is a type of tourism that uses agricultural life as a tourist attraction. It is either agricultural tourism or agricultural marketing. It has the potential to generate additional income and employment for farmers. Agriculture has been a cornerstone of life in Kerala since ancient times, and even in today’s digital era, traditional farming methods remain prevalent among the farming community. It can help to boost local economic development and also helps to preserve biodiversity. Furthermore, rural communities must recognize the value of agricultural biodiversity and the need to protect it. It is important to measure the quality of services offered at the agritourism centre to ensure the operational effectiveness of centres as well as the tourist satisfaction [1]. The study was conducted to assess the level of satisfaction of foreign and domestic tourists in the agritourism destinations. Methodology: Primary survey was conducted among 150 domestic tourists and 150 foreign tourists who visited agritourism centres in Kerala using pre-tested structured questionnaire. Results: The findings indicated low satisfaction with accessibility, disability-friendly environment, telecommunication facilities and medical facilities available at the agritourism center. The low satisfaction level indicates that these elements are not functioning efficiently in agritourism destinations. As mentioned in the earlier discussions, accessibility is vital for the success of agritourism destinations. Most of the tourists were hesitant to revisit the centers because of inadequate accessibility. More than just a practical concern, it is crucial for boosting economic development, enhancing visitor satisfaction, and promoting sustainable agritourism practices. Likewise network connectivity challenges in agritourism centers located in hill areas pose significant obstacles to effective operation and visitor satisfaction. These issues affect communication, emergency response, and financial viability of centres as well as tourists. Medical facilities are essential to agritourism destinations, crucial for safeguarding the well-being of visitors. The agritourism centers are located in remote areas, making it challenging to access hospitals in emergency situations. So having adequate medical services in tourism centers are essential for protecting the health and well-being of tourists. Conclusion: The study assessed the level of satisfaction of foreign and domestic tourists in the agritourism destinations. Visitor satisfaction is critical to the success of agritourism destinations, as it influences visitor loyalty, the destination's reputation, operational improvements, and financial gains. By focusing on providing superior experiences and actively seeking feedback, agritourism operators can enhance their offerings, establish a positive reputation, and foster long-term growth.

Optimalisasi Kualitas Layanan Transportasi Publik: Pendekatan Model P-Transqual dalam Mengevaluasi Kinerja di PO. Moedah

Purpose: This study aims to quantify and scrutinize the caliber of public transportation services through meticulous application of the Public Transportation Quality (P-TRANSQUAL) framework. Research methodology: The proposed research method involves a qualitative approach that integrates the use of Public Transportation Service Quality (PTSQ) and fishbone diagrams. The research population consisted of users of PO Moedah services, selected randomly based on predetermined inclusion criteria, including diverse age groups, gender, occupation, and monthly income range. Results: The empirical findings suggest that, while functionally proficient, the public transportation services administered by PO Moedah are not immune to deficiencies, warranting remedial intervention. Limitations: The study was limited by subjective customer opinions and potential sample bias due to inclusion criteria such as age and income. Additionally, the findings are specific to PO Moedah's area and offer only a snapshot in time, limiting the generalizability and long-term relevance. Contribution: This study offers practical insights for PO Moedah to improve services and demonstrates the use of the P-TRANSQUAL framework to assess public-transportation quality. It highlights the importance of customer satisfaction and promotes sustainable urban transportation by addressing key issues, such as fuel consumption and traffic congestion.

EVOLUSI BANK KONVENSIONAL DALAM PERSPEKTIF TEORI PUSH PULL MOORING

This study aims to identify differences in customer perceptions of push and pull factors in switching from conventional banking services to digital banking at Bank Mandiri Tanjung Perak Branch in Surabaya. The research methodology involves questionnaires for quantitative data collection and documentation to support the data. Analysis is conducted using the Push Pull Mooring (PPM) theory to evaluate the influence of Service Quality, Perceived Ease of Use, and Lifestyle on customers' Switching Intention. The findings indicate that for customers with less than 5 years of transaction experience, service quality and ease of use of digital services influence their intention to switch. For customers with more than 5 years of experience, service quality and ease of use have different impacts on switching intention. The t-test results show that switching intention is not significantly influenced by the duration of use (P value 0.93), but lifestyle significantly affects preference for digital services (P value 0.003). Perceived ease of use does not show a significant difference between the two groups (P value 0.716), while service quality shows a significant difference (P value 0.014). The application of these research findings to other Mandiri branches needs to consider demographics, strategy adaptation, and continuous evaluation. Bank Mandiri can optimize its services by focusing on customer retention, lifestyle, ease of user experience, and improving service quality. Understanding the interaction effects between these variables helps Bank Mandiri adapt holistic and customer-oriented strategies. Thus, Bank Mandiri can enhance its competitiveness in an increasingly dynamic market.

Emotional Intelligence as a Strategic Driver of Competitive Advantage and Service Quality in the Banking Industry

This research aims to determine whether emotional intelligence (EI), particularly in government-owned commercial banks, is a valid measure of service quality in the banking sector. The study aims to ascertain how emotional intelligence (EI) raises the caliber of services, with a particular emphasis on the departments of operations, credit, and customer service. Using a quantitative methodology, data were collected through purposive sampling from 284 employees in particular bank branches in Kathmandu. The findings show that emotional intelligence (EI) and service quality are highly correlated. Workers with higher EI are more adept at managing their emotions, positively relating to clients, and offering superior customer service. Self-awareness, social awareness, and relationship management are crucial in enhancing service quality, with relationship management exerting the most significant influence. The study's limited scope focusing only on government-owned banks in a particular area may restrict its applicability opening up new avenues for future studies on emotional intelligence in private banking and other sectors of the economy.

An In-depth Analysis of Consumer Perceived Value and Expansion of Online Retailers in Metropolitan Kampala, Uganda

Purpose: This study aims to conduct an in-depth analysis of how consumer perceptions of value shape purchasing decisions and foster sustained expansion for online retailers in Metropolitan Kampala, Uganda. The study will identify the key theoretical foundations that anchor research on perceived value, provide actionable insights to guide online retailers in developing effective strategies for overall business growth and propose a future research agenda on Perceived Value. Methodology: This review process was organized on the three-stage method: planning, execution, and reporting. In the first stage, the study identified its purpose and selected its main source of data being peer-reviewed journals from EBSCOHost, Econlit, Google Scholar, Web of Knowledge, and Social Sciences Citation Index. During the execution stage, Consumer Perceived Value, Online Retailers, and e-commerce are the identified keywords to facilitate the search for data. Out of 63 publications obtained between 2015 and 2024, only 26 papers were examined after reading the abstracts. The findings were reported using tabulation and narration. Findings: The findings highlight how enhancing perceived value through effective e-marketing strategies, quality service, and personalized experiences can lead to increased customer engagement, retention, and ultimately, the successful adoption of e-commerce technologies. Dive in to discover how businesses can differentiate themselves in a competitive market by focusing on what truly matters to their customers. Technology Acceptance Model (TAM), service quality Theory (S.Q.T), and Unified Theory of Acceptance and Use of Technology (UTAUT) have been identified as the dominant theoretical framework in the study on consumer perceived value (P.V.). Implications: Businesses that effectively enhance perceived value through improved service quality, customer engagement, focus on creating a balanced approach to convenience, privacy, and build and maintain good relationships with customers can differentiate themselves in competitive markets. Exploring the constraints of the reviewed studies offers potential research directions. This study, therefore offers a complete perspective that advances both practice and research.

Persepsi Pelayanan dan Minat Nasabah Bank Syariah Indonesia: Peran Religiusitas Islam sebagai Pemoderasi

This research investigates the functional relationship between customers' interest in using Islamic banking services and service quality by placing Islamic religiosity as a moderator variable. The research sample consisted of 231 financing customers of Bank Syariah Indonesia in Banda Aceh, selected through purposive sampling. Data collection was conducted through a questionnaire, and the data were analyzed using the Moderated Regression Analysis (MRA) statistical model. The research findings reveal that services have a positive and significant impact on customers' interest in using financing services. Similarly, Islamic religiosity also has a positive and significant influence. However, Islamic religiosity plays a negative moderating role in the relationship between customer interest and services. The positive impact of services on customer interest decreases with the increasing level of Islamic religiosity.