Relationship Service Quality Research Articles

“Innovation has a lot to do with your ability to recognise surprising and unusual phenomena.”―Herbert Simon

“Innovation has a lot to do with your ability to recognise surprising and unusual phenomena.”―Herbert Simon

대학의 서비스 품질, 대학 이미지 및 정서적 몰입의 관계에 관한 연구

대학의 서비스 품질, 대학 이미지 및 정서적 몰입의 관계에 관한 연구

Pengaruh Brand Image, Service Quality, dan Customer Relationship Management Terhadap Customer Loyalty

This research is being shown in order to learn how brand image, service quality and customer relationship management can affect customer loyalty one of these coffee shops in Jakarta. This research can be classified as quantitative and descriptive research which consist of primary data that being gather by online questionnaire, in other word survey. These coffee shops customer that located in Jakarta are the sample in this research. The data that has been gathered are being collected from 150 customers. As the result, this research shown from these coffee shops customer in Jakarta are 1) Brand image affect the customer loyalty in positive way. 2) Service quality give positive impact toward customer loyalty. 3) There are positive clout that customer relationship management give toward customer loyalty

The Relationship of Brand Image and Service Quality on Student Loyalty of A University Shop

The study aimed is to examine the relationship of brand image and service quality towards student loyaltyin purchasing at a university shop, namely UniShop, in the southern state of Malaysia. By understandingstudent loyalty, the university management might encourage students to shop at the UniShop and generaterevenues within the campus. The decreasing sales of UniShop are affected by a hypermarket located withinwalking distance to the university in August 2017. From the literature, the entrance of multinationalcompanies might affect the small companies surrounding them, including UniShop which is a smallenterprise. Thus, the research examined student loyalty in purchasing at UniShop by distributingquestionnaires to the students of the university. The researchers used proportionate stratified randomsampling to generalize the finding across all semester students in the university. The findings showed thatbrand image and service quality played an important role in student loyalty. Students were the maincustomers of a university shop, contributed most of the shop’s business sustainability, and generate indirectincome to the university. In order to maintain student loyalty, UniShop has to take some initiatives includingto increase the scale of products, focuses on student-centered services, improve the shop layout, and sellexclusive university merchandise to increase the student's self-belonging to the university products.
 Keywords: brand image, service quality, student loyalty, university shop

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS CIBITUNG KABUPATEN SUKABUMI

The main problem of Cibitung’s Community Health Center in Sukabumi Regency is the lack of service quality caused by human resources, facilities, and referrals that have not been optimal yet. The research aims to analyze the influence of service quality on patient satisfaction. The method of the research is the quantitative approach with associative method to analyze two variables, namely service quality and patient satisfaction. The results of the research indicate that the validity and reliability tests are valid and reliable with value of r table 0.195. The results of questionnaire data processing and the answers of respondents regarding service quality show the effective criteria 82.4%. The results of questionnaire data processing and the answers of respondents regarding patient satisfaction show the effective criteria 81.4%. The t test indicates that value of t > t table is obtained (11.955 > 1.988). It means that there is partially a significant influence of service quality on patient satisfaction, then Ho is rejected. The correlation analysis of R obtains 0.772, indicating that there is a strong relationship of service quality to patient satisfaction. The result of coefficient determination obtains R square score 0.596 or 59.6%, therefore the contribution percentage of service quality variable to patient satisfaction variable is 59.6%, included in the high effective criteria. The conclusion is that there is a strong influence of service quality on patient satisfaction in Cibitung’s Community Health Center of Sukabumi Regency.Keywords: Facilities, Patient Satisfaction, Service Quality.

HUBUNGAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENERIMA LAYANAN ADMINISTRASI KEPENDUDUKAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN TANAH DATAR

This study aims to determine the relationship of service quality to the satisfaction of recipients of population administration services at the Population and Civil Registry Office of Tanah Datar District. Measurement of service quality dimensions using five dimensions of service quality consisting of dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy). This type of research is a quantitative study with a correlational method using SPSS version 22. The population of this study is the population receiving population administration services in Dukcapil Tanah Datar District, a population of 82,286 people with a sample of 100 people taken using the Slovin formula using accidental sampling techniques. The research data is primary data, the data collection technique in this study is to use a questionnaire prepared using a Likert scale whose scores are 1-5. To ensure that the instruments used in the study are validity and reliability tests. Data were analyzed by descriptive and inductive analysis using normality test, linearity test, hypothesis testing using multiple correlation test, person correlation test, and the coefficient of determination test with α = 0.05. The results of this study show that the five service quality variables have a positive and significant relationship to the satisfaction of recipients of population administration services, namely the dimensions of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). Keyword: kualitas pelayanan, bukti fisik (tangibility), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (emphaty), dan kepuasan masyarakat penerima layanan.

The effect of service quality and customer satisfaction on customer loyalty

PurposeThe purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry. Mediation effects of the perceived value and corporate image and reputation are also studied. Understanding the relationships between the determinants of customer loyalty toward the bank helps management to use corporate image and reputation more effectively in its strategy, thus enhancing the institution’s position in the minds of consumers.Design/methodology/approachA model is proposed to explore the relationships of service quality and customer satisfaction with a perceived value and their effect on transforming the corporate image and corporate reputation into the form of customer loyalty toward the bank. A survey is designed within this framework and SEM analysis is conducted in order to study the nature of relationships between variables of interest hypothesized to affect customer behavior and customer loyalty. Mediation tests for perceived value and corporate image and reputation are also conducted.FindingsThe findings of the survey indicate that corporate image and corporate reputation can be used as a common marketing benchmark to measure a bank’s performance. The results demonstrated that customers perceive quality and satisfaction effects loyalty through perceived value, image and reputation.Research limitations/implicationsThe study was conducted in Izmir, the third biggest city of Turkey. The sample is composed of regular customers, and the sample size is enough for the study but more studies are needed to generalize the results.Practical implicationsThe results provide information to bank managers to effectively assist them to offer appropriate customer service levels sustaining satisfaction, quality and value to the customers within the transactions.Originality/valueThe paper studies the determinants of customer loyalty in the Turkish banking industry and considers the effects of corporate image and corporate reputation as measured by customer satisfaction, service quality and perceived value, on customer loyalty toward banks in Turkey. This model is not studied in bank marketing in Turkey and also in the banking literature.

Evaluation of Wirelessly Transmitted Video Quality Using a Modular Fuzzy Logic System

Video transmission over wireless computer networks is increasingly popular as new applications emerge and wireless networks become more widespread and reliable. An ability to quantify the quality of a video transmitted using a wireless computer network is important for determining network performance and its improvement. The process requires analysing the images making up the video from the point of view of noise and associated distortion as well as traffic parameters represented by packet delay, jitter and loss. In this study a modular fuzzy logic based system was developed to quantify the quality of video transmission over a wireless computer network. Peak signal to noise ratio, structural similarity index and image difference were used to represent the user's quality of experience (QoE) while packet delay, jitter and percentage packet loss ratio were used to represent traffic related quality of service (QoS). An overall measure of the video quality was obtained by combining QoE and QoS values. Systematic sampling was used to reduce the number of images processed and a novel scheme was devised whereby the images were partitioned to more sensitively localize distortions. To further validate the developed system, a subjective test involving 25 participants graded the quality of the received video. The image partitioning significantly improved the video quality evaluation. The subjective test results correlated with the developed fuzzy logic approach. The video quality assessment developed in this study was compared against a method that uses spatial efficient entropic differencing and consistent results were observed. The study indicated that the developed fuzzy logic approaches could accurately determine the quality of a wirelessly transmitted video.

Analysis of Accessibility of Railway Transport for Residents of Large Urban Agglomerations

The study is focused on improvement of passenger transportation by rail transport, its availability, quality of related services for residents of large agglomerations. Correlation of growth in speed of movement of passengers, distance of travel, range and quality of services provided by the carrier, as well as planning of passenger traffic and spatial urban development models are considered. Particular attention is paid to the analysis of the improvement of passenger transportation by rail transport by assigning stops for long-distance passenger trains (including fast, speed and highspeed trains) in suburban areas of large agglomerations, since that aspect has not been yet sufficiently studied.It is concluded that it is necessary to continue research on transportation needs of the population of the agglomerations, to identify the features and patterns of changes in passenger traffic, emerging and redeeming in the suburban areas of the largest cities. This will allow transportation companies to better understand the transport services market, to develop and offer new transportation products to the population. That approach can increase the attractiveness of rail transport and its availability for the population of many cities thanks to a significant reduction in weighted average costs and travel time expenditures for passengers.

THE RELATIONSHIP OF HOSPITAL COST, SERVICE QUALITY AND PATIENT SATISFACTION

Customer satisfaction becomes very important to determine the success of service companies. One way to survive in the healthcare industry today is to create customer satisfaction through improved service quality. Hospital cost is an indicator for patients to utilize health services. This study aims to analyze the relationship of hospital cost and service quality with patient satisfaction. This study used analytic survey with a cross-sectional study design. The sample of this study is the general patient who used inpatient and outpatient installation of Bhayangkara Hospital in Palembang as many as 117 patients. The sampling technique used systematic random sampling. Analysis of statistical data used the t-test. The results showed that the quality of service has a significant relationship with patient satisfaction (p-value 0,001). While the hospital cost does not have a significant relationship with satisfaction patients (p-value 0,368). Service quality has relationship with patient satisfaction. The hospital should improve dimension of service quality in order to improve patient satisfaction.
 Keywords: Cost, service quality, patient satisfaction

MIMO‐OFDM‐radio over fiber system incorporating higher‐order space‐time block codes

AbstractRadio over fiber (RoF) is an indispensable technology for the amalgamation of microwave‐ and optical communication, which facilitates a flexible access‐network infrastructure proficient to endow with broadband wireless connectivity over an extensive assortment of applications. Achieving ample spectral efficiency in conjunction with excellent link reliability is the austere menace to the design of such prospect‐integrated systems. Moreover, amalgamation of multiple‐input multiple‐output (MIMO) technology with multicarrier multiplexing (MCM) such as orthogonal frequency division multiplexing (OFDM) is a proficient contender for supporting such next‐generation RoF‐based static‐ and mobile‐wireless systems. Earlier, the MIMO‐based multicarrier RoF systems are limited to the use of fourth‐order spatial diversity (2 × 2 antenna package) using the Alamouti code. Subsequently, the authors investigated the aptness and impetus of such integrated multicarrier RoF systems to provide a reliable and spectrally efficient system and proposed an orthogonal space‐time block code (OSTBC) equipped MIMO‐OFDM‐RoF system by incorporating higher order spatial diversity in conjunction with QAM (Quadrature Amplitude Modulation) schemes. The proposed work is carried out for NLOS (non‐line of sight) and LOS (line of sight) scenarios. Furthermore, the demonstrated work elucidates a relative QoS (Quality of Service) explorations of sixth (3 × 2 antenna package) and ninth order spatial diversity (3 × 3 antenna package) and recommend the optimal antenna package as per the requirements of the proposed integrated system in the demonstrated scenarios.

Perceived Service Quality, Trust, Customer Satisfaction and Customer Loyalty in the Banking Sector of Bukavu (East of DR Congo)

This research studies customer loyalty in the banking sector in a very unstable region of East Democratic Republic of Congo by underlining the mediating role of customer satisfaction. It examines the relationship between perceived service quality, trust, customer satisfaction and customer loyalty in the banking sector of Bukavu by adopting quantitative cross-sectional research design and using self-administered questionnaires. Convenience sampling helps in collecting data from a sample of 225 respondents. Correlation and hierarchical regression help to test the research hypotheses. Customers perceive a relatively high quality of services they enjoy, their level of trust is relatively high and they are slightly satisfied. Consequently, they are moderately loyal to their respective banks. There are positive and significant relationships between the different couples of variables studied. There is 49.1% of variance explained in customer loyalty. Customer satisfaction positively and fully mediates perceived service quality and customer loyalty relationship and partially mediates trust and customer loyalty. Regular talks between banks and their customers should be privileged; customer satisfaction and loyalty should regularly be assessed and ethical values integrated.

Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions

In an increasingly competitive market economy, retailers are seeking ways to manage customer perceptions of their service quality. Selecting employees who are high on emotional intelligence (EI), and training employees in emotional competencies, may be ways to improve service quality. This meta-analysis tests the claims that EI improves service quality. The findings indicate that EI is significantly and positively related to service quality and that this relationship is stronger (1) for cultures that are short (versus long) term oriented and that are indulgent (versus restrained), and (2) for professional services and service shops than for mass services. The EI–service quality relationship does not differ between cultures that are masculine versus feminine and high versus low in uncertainty avoidance.

Modeling the effectiveness of electronic customer relationship management (E-CRM) systems: empirical evidence from Pakistan

The purpose of this study is to find the relationship of service quality, loyalty, trust employee satisfaction and technology acceptance with the effectiveness of electronic customer relationship management. Organizations are introducing internet based technology to make their business convenient for the existing as well as potential customers and through their feedback also manage their performance. The research was conducted in the banking sector of Pakistan and data was collected from over 500 employees and customers including the top five banks of the country. The findings showed that only service quality and loyalty were the significant predictors of E_CRM system effectiveness. It is anticipated that results of this study will not only expand the scope of study for researchers at the academic level, but also may make policy makers and managers to realize the significance of E-CRM. Its implementation will ultimately result in achieving the higher level of customer satisfaction which is imperative in banking sector.

Influence between Banking Service Quality and Brand Image Against Customer Relationship and Loyalty in Sharia Bank

Purpose: The study aims to analyze the influence of bank service quality, brand image and bank image in relation to its priority customer and the implications of a Sharia bank. Design/Methodology/Approach: The study used a combination of quantitative and qualitative research methodology. Quantitative research is a systematic study of the parts and phenomena and their relationships while qualitative research is known as a research method that aims to develop new ideas and study the phenomenon in detail, like the Structural Equation Modeling (SEM). Findings: Based on the SEM estimation conducted on banking service quality variables, brand image, bank image, customer relationship and customer loyalty, it is found that not all the exogenous variables affect the endogenous variables. Banking service quality and bank image significantly influence customer relationship, while brand image has no significant effect on customer relationship. Bank image, brand image and customer relationship significantly influence customer loyalty, while banking service quality has no significant effect on customer loyalty. Practical Implication: Future researches in breaking down of this construct, into sub-categories of DSR will be interesting and could provide valuable knowledge to the understanding more in-depth view of DSR. Moreover, future research can aim to investigate the impact of DSR on other customers’ perceptions and factors such as corporate image, customer satisfaction, and so on. Lastly, since DSR can affect customer trust and brand equity differently, potential researches could analyze how a firm’s DSR initiative can impact on customer trust and brand equity for the different cultural contexts of global markets.

Investigation on the relationship Of service Quality on Tourist Satisfaction and Loyalty: Case Study of Ardabil County

The objective of this study is to investigate tourist᾿ satisfaction of the Ardabil County tourism Service Quality using KANO model. In this case, Ardabil County was chosen as a distination (Ardabil County covers an area 3810 km2 in the north west of Iran). In order to assessment of tourist satisfaction of the Ardabil County tourism Service Quality, using KANO model,Guestionnaire as survey instrument, was used. The validity and reliability of the survey was based on content validity, and Cronbach᾿s Alpha value in SPSS Version 20. In total, 384 by sampling method were distributed among tourists in the summer. Evaluation of tourist᾿ satisfaction in KANO model also indicated the tourists from One Dimensional with satisfaction coefficient (0.731) are the most satisfaction. Also the least amount of tourists' satisfaction fom Ardabil County tourism Services Quality is related to Basic needs with satisfaction coefficient (0.337). Moreover, the results signified the Ardabil County tourism Service Quality affect positively and significantly touriists᾿satisfaction. Furthermore, this study is presented the change in strategies investors, attendants and markers to planning for increasing the tourists satisfaction in the Ardabil County.

Impact of Service Quality on Customers’ Advocacy; Mediating Role of Customers’ Loyalty: A case of selected Private Hospitals of Peshawar

The aim of the current study is to determine how service quality influence customers’ advocacy directly and indirectly through customers’ loyalty in private sector hospitals of Peshawar. Famous servqual model used for the analysis of service quality of the selected hospitals. Confirmatory factor analysis used to examine the fitness of the model and then with the help of path analysis hypotheses were checked. After analysis it was found that the relationship of service quality and customer advocacy was fully mediated by customer loyalty. The current study would be very useful for the hospital’s management in evaluation of service quality. Furthermore, the findings of the current study would also be useful in getting more customers. Marketing and management personnel of the hospitals would more emphasis on service quality to produce loyal customer, who eventually turns into advocates.

Relational bonds, customer engagement, and service quality

ABSTRACT Relational bonds represent a vital concept in relational marketing. Past research indicates that it can increase customer satisfaction and foster WOM. Although relational bonds have been shown to provide a long-lasting competitive advantage, the theoretical mechanisms underlying these relationships are less clear. This study investigates the relationships among relational bonds, customer engagement, service quality, satisfaction and WOM. A structured, self-administered questionnaire was distributed to customers who received aesthetic medicine services from a large medical center in Taiwan. The survey yielded 500 usable responses, with a response rate of 98.61%. The partial least squares method was utilized to obtain parameter estimates and test proposed hypotheses. Measurement accuracy was assured given satisfactory reliability and convergent/discriminant validity assessments, and all hypotheses were supported. The results indicate that relational bonds affect the extent of customer engagement, which in turn influences service quality. Service quality also leads to customer satisfaction and WOM.

Time Available at Destination: Tool to Evaluate the Quality of Public Transport Service and a Determinant of Mode Choice

Service quality in relation to frequency, availability, and accessibility is an important issue for the various stakeholders involved in high-speed rail (HSR) projects. The concept of accessibility provides the means to build relevant indicators likely to evaluate the service quality in studies of transportation supply and demand. In this paper, indicators of time available at destination (TAD) are used to measure changes in service quality in rail and air travel between Paris and Bordeaux, France. Furthermore, the paper shows for the first time that TAD is a determining factor in explaining the air-train mode choice.

재무설계 및 상담의 서비스공정성과 서비스품질이 소비자만족에 미치는 영향 (Effects of Service Fairness and Service Quality on Consumer Satisfaction in Financial Planning and Counseling)

Koren Abstract: 본 연구에서는 Carr(2007)이 제안한 FAIRSERV 모형을 적용하여, 재무설계 및 상담과정에서 소비자들이 인지하는 서비스공정성을 파악하고, 서비스공정성이 서비스품질과 소비자만족에 미치는 영향을 검증하였다. 또한 서비스공정성, 서비스품질, 소비자신뢰, 소비자만족의 관계를 구조적으로 분석하였다. 금융회사(은행, 증권사, 자산운용사, 보험사, 독립재무설계회사 등)에 방문하여 재무설계 및 상담 서비스를 받아 본 경험이 있는 20대 이상 성인 남녀 332명의 자료를 분석하였다. 본 연구의 주요 결과는 다음과 같다. 첫째, 재무설계 및 상담과정에서 소비자들이 인지한 서비스공정성의 네 가지 차원, 즉 대인관계 공정성, 정보 공정성, 절차 공정성, 분배 공정성은 모두 서비스품질에 정적 영향을 미치는 것으로 나타나, Carr(2007)이 제안한 FAIRSERV 모형이 재무설계 및 상담 서비스에서도 검증되었다. 둘째, 상호작용 공정성의 하위영역인 대인관계 공정성과 정보 공정성은 소비자만족에 직접적인 정적 영향을 미치는 것으로 나타났다. 셋째, 정보 공정성과 분배 공정성은 소비자신뢰에 유의하게 정적인 영향을 미치는 것으로 나타났으며, 소비자신뢰는 소비자만족도를 유의하게 증진시켰다. 특히 정보 공정성은 소비자신뢰와 소비자만족 모두에 유의한 영향을 미치는 것으로 나타나 재무설계 및 상담 서비스에서 공정하고 합리적인 정보제공이 중요한 요인임을 확인할 수 있었다. 넷째, 재무설계 및 상담과정에서 소비자들이 인지하는 서비스공정성은 서비스품질에 유의한 영향을 미치고, 서비스품질은 소비자신뢰와 소비자만족에 유의한 영향을 미치며, 소비자신뢰는 다시 소비자만족에 유의한 영향을 미치는 구조적인 관계를 검증하였다. 이는 서비스품질과 소비자만족의 관계를 살펴본 기존의 연구모형에 서비스공정성과 소비자신뢰의 개념을 포함하여 다차원적으로 영향 관계를 규명했다는 점에서 의의가 있다. English Abstract: In this study, the FAIRSERV model proposed by Carr (2007) was applied to identify the perceived service fairness in financial planning and counseling services, and to verify the impact of service fairness on the service quality and consumer satisfaction. This study applied the structural equation model to analyze the relationship of service fairness, service quality, consumer trust, and consumer satisfaction. A questionnaire survey was conducted on 332 adults who had experience with financial planning and counseling services by visiting the financial institutions (bank, securities and asset management company, insurance company, and independent financial planning company). The findings were as follows. First, four dimensions of perceived service fairness in financial planning and counseling services, including interpersonal fairness, informational fairness, procedural fairness, and distributive fairness, had significantly positive effects on the service quality. Therefore, Carr (2007)’s FAIRSERV model was also validated in financial planning and counseling services. Second, interpersonal fairness and informational fairness, which are sub-categories of interactional fairness, had a direct positive effect on consumer satisfaction. Third, Informational fairness and distributive fairness had a significantly positive impact on consumer trust, and consumer trust increased consumer satisfaction significantly. In particular, informational fairness was shown to have a significantly positive impact on both consumer trust and consumer satisfaction. Fourth, perceived financial fairness had a significantly positive impact on perceived service quality, the service quality had a significantly positive impact on consumer trust and consumer satisfaction, and the consumer trust had have a significantly positive impact on consumer satisfaction. These results are meaningful in that they identified the multidimensional impacts of service fairness and consumer trust, as well as service quality, on the consumer satisfaction.