Relationship Service Quality Research Articles

PENGARUH KINERJA DAN KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN PADA BRI CABANG GARUT

BRI branch Garut is a company engaged in services are always required to provide quality service to its customers. Dimensions of service quality such as: physical evidence, reliability, responsiveness, assurance, and empathy should always be implemented optimally in order to create a positive corporate image in the eyes of the customer as a positive corporate image will have an impact on customer perception of the BRI branch Garut.The purpose of this study was to determine the performance quality of service at the BRI branch Garut, to determine the image of the company at the BRI Branch Garut and to determine how much influence the performance quality of service to the company's image on the Index.php BRI Branch. The method used in this research is descriptive and verification methods. Descriptive study conducted to obtain an overview of the performance of service quality and corporate image. While the verification study conducted to determine the relationship between variables through statistical calculations. Data obtained by the preparation of thesis literature study, interviews, observation and questionnaires and use formulas to analyze data and Spearman rank assisted by SPSS 11.0 for windows. The survey sampled 100 respondents with an error level of 10%. Based on the results of this research is that the correlation between the performance levels of service quality relationship with the company image shows both the strength and direction of variables. influence the performance of quality of service to the company's image by 60.84%, while the remaining 39.16% is influenced by other factors, such as customer satisfaction and customer loyalty. That is, the better the performance of quality of service provided, the better the image of the company at the BRI branch Garut

The Mediation Effect of Customer Satisfaction in Relationship between Product Quality and Service Quality towards Customer Loyalty In Fuzee Sushi

<p>Food and beverage industry in Indonesia has been growing constantly every year and also contributed to manufacture and economy growth in both current and the next following years. The important role of food and beverage industry is transparent through the consistent contribution and significant impact toward Gross Domestic Product and food and beverage startup businesses has been experiencing growth every year due to the growth of population in Indonesia. This study was made to know the effect of product quality and service quality towards customer loyalty of Fuzee Sushi. There is also customer satisfaction as a mediator between product quality and service quality to customer loyalty. This research aims on Fuzee Sushi’ customers that has bought the product more than once. An online questionnaire was distributed to the entire sample and used five points Likert scale as a measurement method. The data are analyzed using Partial Least Square. The result of this research showed that product quality has positive relationship toward customer loyalty directly however, service quality does not have positive impact directly toward customer loyalty. Product quality and service quality mediated by customer satisfaction has positive impact towards customer loyalty. The findings purpose is to understand more about product quality, service quality, customer satisfaction, and customer loyalty relationship in start-up food and beverage business in Indonesia.<strong></strong></p><p><strong> </strong></p>

PENGEMBANGAN METODE PEMASARAN DAN SISTEM MANAJEMEN BAGI PELAKU USAHA MAKANAN TERDAMPAK PANDEMIK COVID 19

Since the Covid-19 pandemic hit the world, the lifestyle of Asia, especially Indonesia, underwent extraordinary changes at the beginning of 2020. On a national and global scale, the decline in activity and economic growth resulted in a decline in public demand, including products and services produced by MSMEs. . Apart from that, partners also have limitations in managing and classifying income and expenses in terms of financial records. Taking into account the global Covid-19 pandemic, Indonesia has disrupted daily life due to social distancing and government housing regulations, which have an impact on the MSME industry. The main challenge faced by MSMEs is declining demand. Compared to normal conditions, this also reduces the impact of limited MSME operations and direct consumer spending. MSMEs can achieve several things, such as utilizing e-commerce sales, improving service quality, digital marketing, and customer relationship marketing. Taking into account the situation mentioned in the previous section and the latest information provided by the Indonesian Central Statistics Agency regarding economic growth of -5.32% in the second quarter of 2020. For this reason, the proposer considers it necessary to conduct a study and implementation of the Community Partnership Program (PKM), especially in East Jakarta City area whose people are affected by the crisis during the pandemic. The most significant impact is that after being registered with an online food delivery service, there is an increase in sales from the usual 20 – 30 percent per day.Â

The relationships of motivation, service quality, and behavioral intentions for gastronomy festival: the mediating role of destination image

ABSTRACT This research aims to examine the relationships between motivation, festival service quality (FSQ), destination image, and behavioral intention within the scope of gastronomy festivals. In accordance with this purpose, a theoretical model which is covering the interactions between these variables is proposed. The model was tested with the analysis of data obtained from 396 tourists who came to GastroAntep festival. The findings revealed that FSQ had a strong effect on behavioral intention and destination image. On the other hand, it has been determined that the destination image has a mediating role in the relationship between FSQ and behavioral intention.

Customer trust’s moderation in the causal relationship of service quality on revisit intention, empirical evidence from 5-star hotels in Medan

This study intends to dig up informations and develop service quality and customer trust to increase revisit intention. Data was collected from 303 respondents consisted of guests from five-star hotels in Medan who had stayed or held an event in the last two years. The analysis technique uses a structural equation model. Empirical data was processed by lisrel application program. Service quality affects on revisit intention. Customer trust affects on intention to visit again. Customer trust moderates the effect of service quality on revisit intentions. Research result contribution to marketing theory namely the presence of a homologizer moderator construct has a stronger effect than other predictors and can improve the prediction model. Management is important to develop employee competence so that guests feel comfortable being served. The honesty aspect of management and employees needs to be maintained and improved so that the desire to return again increases.

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis

The COVID-19 pandemic has caused major global changes both in the areas of healthcare and economics. This pandemic has led, mainly due to conditions related to confinement, to major changes in consumer habits and behaviors. Although there have been several studies on the analysis of customers’ satisfaction through survey-based and online customers’ reviews, the impact of COVID-19 on customers' satisfaction has not been investigated so far. It is important to investigate dimensions of satisfaction from the online customers’ reviews to reveal their preferences on the hotels' services during the COVID-19 outbreak. This study aims to reveal the travelers’ satisfaction in Malaysian hotels during the COVID-19 outbreak through online customers’ reviews. In addition, this study investigates whether service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. Accordingly, we develop a new method through machine learning approaches. The method is developed using text mining, clustering, and prediction learning techniques. We use Latent Dirichlet Allocation (LDA) for big data analysis to identify the voice-of-the-customer, Expectation-Maximization (EM) for clustering, and ANFIS for satisfaction level prediction. In addition, we use Higher-Order Singular Value Decomposition (HOSVD) for missing value imputation. The data was collected from TripAdvisor regarding the travelers’ concerns in the form of online reviews on the COVID-19 outbreak and numerical ratings on hotel services from different perspectives. The results from the analysis of online customers’ reviews revealed that service quality during COVID-19 has an impact on hotel performance criteria and consequently customers' satisfaction. In addition, the results showed that although the customers are always seeking hotels with better performance, they are also concerned with the quality of related services in the COVID-19 outbreak.

Terminating Contracts for Convenience: Agency, Administrative Discretion, and Mutual Dependence

In the United States, governments retain the unilateral right to terminate contracts for convenience. This allows public organizations to end agreements with vendors when the government determines that it is in its best interest. The ability to terminate for convenience grants government agencies broad discretion over how to conclude contracts. For contracting officials, the decision to terminate for convenience involves a complex calculus about the relative importance of transaction costs, service quality, and vendor relationships. Contractors may be less interested in bidding on government contracts or may charge higher rates, knowing that their contract could be terminated any time. Using the lenses of administrative discretion and agency theory, this paper examines the delicate balance that administrators must navigate when assessing governmental priorities, individual motivations, and the pressures from contractor relationships. Analyzing data from the Federal Procurement Data System – Next Generation (FPDS-NG) on terminated federal professional service contracts from 2006 to 2018, we find that administrative discretion, contract management capacity, relationships, and political pressures influence how managers use terminations for convenience. When granted greater discretion, public managers are more likely to terminate contracts for cause or default, not for convenience, suggesting that professional standards may influence administrative decision-making.

Hospital Brand Image, Service Quality, and Patient Satisfaction in Pandemic Situation

The aim of this research was to analyze the effect of hospital brand image, service quality, and patient satisfaction on hospital service users in Denpasar, Bali. This study was conducted during the current pandemic. This study aimed at testing the important mediation role of service quality in relation to hospital brand image on patient satisfaction. This study took the research samples of 81 respondents who used medical services at hospitals in Denpasar. The simple random sampling technique was used to collect the data. The hypothesis test results show that hospital brand image positively, significantly influences patient satisfaction. Hospital brand image positively, significantly influences service quality. Service quality positively, significantly influences patient satisfaction.

Customer service quality, emotional brand attachment and customer citizenship behaviors: findings from an emerging higher education market

ABSTRACT This study examined the impact of university services on customers’ (students’) Emotional Brand Attachment (EBA) and Customer Citizenship Behaviors (CCB). The main reason for examining this association was to explore the role customer service generated EBA played in motivating students to exhibit voluntary and extra-role behaviors. Using 568 completed research questionnaires, the proposed hypotheses were tested using multiple regression analysis. In addition, mediation effect of EBA on customer service quality and CCB relationship were tested. The research findings indicated that reputation and academic aspects (primarily represented by teaching quality and student–faculty bonding) were most influential in creating EBA and subsequent willingness towards extra role and voluntary behaviors. The outcome of the mediation analyses showed that non-academic aspects (such as effective complaint resolution, IT support and administrative assistance) had a full mediating effect, whereas access and reputation had partial mediating effect, on students’ citizenship behaviors.

Preliminary Study of Airport Service Quality and Word of Mouth: A Qualitative Approach

This study was about the implementation of airport service quality perception and its relation to Word of Mouth. The main purpose of this study was to develop an understanding of the airport service quality perception that is developed by Airport Council International. Furthermore, the study also investigates the relationships of service quality in terms of Word of Mouth. This study analyzes whether passengers may discuss airport service quality with others; share airport experience to social media; recommend the airport to others. This means that an assessment the ability of service quality to explain the variation in Word of Mouth including interaction among variables. The results of this study show that airport service quality explains positive impact on Word of Mouth, and some findings relating those issues have been revealed.

Determinantes da satisfação e comportamento positivo de clientes em academias fitness

The aim of the present investigation was to analyze the predictive relationship of service quality and price perception on the satisfaction and positive behavior of fitness center clients in the city of Recife, Pernambuco, Brazil. The sample consisted of 385 individuals who identified themselves as clients of a fitness center. The instrument used was an adapted, multidimensional questionnaire, consisting of a total of thirty-six items, applied face-to-face in the fitness center. The data were analyzed through a two-step structural equation modeling in AMOS 24.0. The analysis of the measurement model, after a refinement process, indicated a good adjustment to the data. In the structural model, services had a positive impact on both satisfaction and positive behavior, while price perception had a negative impact on behavior. Therefore, it is concluded that providing a service quality is an essential aspect in the acquisition of satisfied customers, who consequently will behave in a positive way when recommending, renewing the enrollment, and buying new products from the fitness center. KEYWORDS: marketing; consumer behavior; quality management; economics.

Study of Airport Service Quality and Profitability in Indonesia

This study was about the Airport Service Quality (ASQ) measurement and its relation to profitability in the airport industry. The main purpose of this study was to develop an understanding of the ASQ measurement in Airports by investigating the relationships of service quality in terms of creating purchase intentions. In specific to ASQ, the surveys have been systematically carried out by many airport operators all over the world. ASQ has 8 components: access; check-in; passport/personal ID control; security; finding your way; airport facilities; airport environment; and arrival services. This is different from PZB’s (1985) Service Quality dimensions. This suggests that an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. The measurement model should be considered for a multidimensional approach in the context of airport performance measurement regarding service quality.The study, however, included the perceptions of both international passengers and domestic concerning the current service levels, more specific was using the measurement model of Cronin and Taylor (1992). Cronin and Taylor (1992) say that perception alone is enough and even better than other models i.e, PZB (1988) model. This study analyzes whether passengers may stay longer in the airport, recommend the airport to other people or pay higher tax if they are satisfied with the service offers by airport. This also included an assessment the ability ASQ to explain the variation in repeat purchase intention including interaction among variables. The results of this study show ASQ has a moderately low effect of purchasing intentions.

URGENSI KUALITAS PRODUK, HARGA DAN KUALITAS PELAYANAN DALAM KEPUTUSAN PEMBELIAN

This research was conducted to test the urgency of Product Quality, Price and Service Quality in relation to Purchasing Decisions. This research was conducted at Rizza Embroidery, which produces fashion products, which is located in the City of Probolinggo, East Java. The method used in this research is quantitative with a causal associative approach. The population in this study were consumers of Rizza Embroidery in the period August, September and October 2020. Samples were taken using the incidental sampling method developed by Roscoe, and obtained 83 respondents. Multiple Linear Analysis is carried out using the SPSS tool to test the relationship between variables. The results showed that product quality, price and service quality had a significant effect on purchasing decisions either partially or simultaneously. Thus it can be concluded that Product Quality, Price and Service Quality have an urgency to be considered in relation to purchasing decisions.

IMPLICATION OF PRODUCT BRANDING ON CUSTOMER’S PATRONAGE IN THE NIGERIAN CONSUMER GOODS INDUSTRY

Product branding is said to be a veritable tool that can be adopted in achieving customer patronage in the highly competitive market. Hence, this study assesses the implication of product branding on customer’s patronage. The specific objectives of this study were to evaluate the effects of brand perception, service quality and customer relationship management on customer’s patronage. A survey research design was used for the study, with a structured questionnaire administered to collect data from the firms’ customers. The inferential statistical tool of regression analysis was adopted to analyze the formulated hypotheses. Findings revealed that brand perception has a significant effect on customer patronage (R2 = 0.308, P=0.000), it also shows a significant effect of service quality (R2 =0.623, P=0.000) on customer patronage, and a significant effect of customer relationship management (R2 = 0.585, P=0.000) on customer patronage. The study concluded that product branding if properly managed can influence customers patronage, and also having the ability to increase the customers base and profitability of the firm. It was therefore recommended that firms should give proper consideration to issues of customer relationship management; as well as enhancing the product service experience of customers so as to improve the perception of the brand in the mind of customers to foster brand loyalty.

Implementation of a performance-based financing scheme in Malawi and resulting externalities on the quality of care of non-incentivized services

BackgroundCountries in Africa progressively implement performance-based financing schemes to improve the quality of care provided by maternal, newborn and child health services. Beyond its direct effects on service provision, evidence suggests that performance-based financing can also generate positive externalities on service utilization, such as increased use of those services that reached higher quality standards after effective scheme implementation. Little, however, is known about externalities generated within non-incentivized health services, such as positive or negative effects on the quality of services within the continuum of maternal care.MethodsWe explored whether a performance-based financing scheme in Malawi designed to improve the quality of childbirth service provision resulted positive or negative externalities on the quality of non-targeted antenatal care provision. This non-randomized controlled pre-post-test study followed the phased enrolment of facilities into a performance-based financing scheme across four districts over a two-year period. Effects of the scheme were assessed by various composite scores measuring facilities’ readiness to provide quality antenatal care, as well as the quality of screening, prevention, and education processes offered during observed antenatal care consultations.ResultsOur study did not identify any statistically significant effects on the quality of ANC provision attributable to the implemented performance-based financing scheme. Our findings therefore suggest not only the absence of positive externalities, but also the absence of any negative externalities generated within antenatal care service provision as a result of the scheme implementation in Malawi.ConclusionsPrior research has shown that the Malawian performance-based financing scheme was sufficiently effective to improve the quality of incentivized childbirth service provision. Our findings further indicate that scheme implementation did not affect the quality of non-incentivized but clinically related antenatal care services. While no positive externalities could be identified, we also did not observe any negative externalities attributable to the scheme’s implementation. While performance-based incentives might be successful in improving targeted health care processes, they have limited potential in producing externalities – neither positive nor negative – on the provision quality of related non-incentivized services.

PENINGKATAN CITRA ORGANISASI MELAUI KUALITAS LAYANAN DAN EFEKTIVITAS HUMAS DI SMP SWASTA SE-KECAMATAN SUKAMAKMUR KABUPATEN BOGOR

IMPROVING THE ORGANIZATION IMAGE THROUGH THE SERVICE QUALITY AND COMMUNITY RELATIONSHIP EFFECTIVENESS ON PRIVATE JUNIOR HIGH SCHOOLS AT SUKAMAKMUR, KABUPATEN BOGORThe educational institution has changed into profit industrial institutions as the impact of era change. The proliferation of educational institutions has created competition for education service providers, both private and public schools. This competition is absolute and is getting tighter, especially for private educational institutions. To win the competition, school should build a positive image on all stakeholders. On the contrary, at Sukamakmur District, it is found that the school image is still relatively low. This research aimed to improve school organizational image by analyzing its relationship between service quality and public relations effectiveness. The research was taken in private junior high schools in Sukamakmur District Bogor Regency. The study population was 385 students of grade 9 of 2019-2020 Academic Year. The sample taken was 196 students by using proportional random sampling. The data was collected by using a questionnaire with a scale (Rating Scale). The analysis technique used a survey method and a correlational approach. The results showed that there was a relationship between service quality and organizational image (ry1 = 0.785). There was a relationship between public relations effectiveness and organizational image (ry2 = 0.401), There was a relationship between service quality and public relations effectiveness on organizational image (ry12 = 0.794). It can be concluded that the organization image could be improved by service quality and public relations effectiveness partially or collectively

SERVICE QUALITY AND CUSTOMER SATISFACTION INCREASING LOYALTY OF PASSENGERS RO-RO FERRY BAKAUHENI

This study uses a quantitative method with descriptive analysis, distributing questionnaires to passengers or users of the roro ship in Bakaheuni, Merak. This research was conducted with the objectives of the research being: To find out how the online ticket sales system is based, To find out the handling of delays on ro-ro ferries, To find out how to set up parking management at the wharf, To find out how to optimize the dock operation, To find out the process of managing the operating fleet. Result of this research the magnitude of the positive relationship of service quality and customer satisfaction with service passenger loyalty of 75.8%, while the rest is the relationship of other factors that are not analyzed in this model.

Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers

PurposeService quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.Design/methodology/approachSERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.FindingsThe results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p < 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.Research limitations/implicationsThis research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.Practical implicationsThe findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.Originality/valueThe study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.

Analisis pengaruh kualitas layanan, corporate image, dan customer relationship management terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening

This study aims to determine and analyze the influence of service quality, corporate image, and customer relationship management (CRM) on customer loyalty with customer satisfaction as an intervening variable (study at Bank Syariah Indonesia branch office Semarang). This research is a quantitative research using primary data. The analysis method uses a path analysis approach. The test results show that service quality, customer relationship management, and satisfaction positively affect loyalty. The corporate image does not affect loyalty. Service quality and corporate image have no positive effect on satisfaction. Customer relationship management has a positive effect on satisfaction. Path analysis test shows that the satisfaction variable acts as a mediation between the influence of service quality, corporate image, customer relationship management on customer loyalty at bank BSI branch office Semarang.

Impacts of a comprehensive tuberculosis control model on the quality of clinical services and the financial burden of treatment for patients with drug-resistant tuberculosis in China: a mixed-methods evaluation

BackgroundThe China National Health Commission-Gates TB Project Phase III implemented a comprehensive TB control model including multiple interventions to address the burden of drug-resistant TB (DRTB). This study aims to evaluate the quality of DRTB clinical services and assess the financial burden of DRTB patients during the intervention period.MethodsA mixed-methods approach was used to evaluate the effectiveness of interventions in the three project provinces: Zhejiang, Jilin and Ningxia Hui Autonomous Region. The quantitative data included de-identified DRTB registry data during 2015–2018 in project provinces from China CDC, medical records of DRTB patients registered in 2018 (n = 106) from designated hospitals, and a structured DRTB patient survey in six sample prefectures in 2019. The quality of clinical services was evaluated using seven indicators across patient screening, diagnosis and treatment. Logistic regression was conducted to explore factors associated with the extremely high financial burden. Semi-structured in-depth interviews with policymakers and focus group discussions with physicians and DRTB patients were conducted to understand the interventions implemented and their impacts.ResultsThe percentage of bacterially confirmed patients taking a drug susceptibility test (DST) increased significantly between 2015 and 2018: from 57.4 to 93.6% in Zhejiang, 12.5 to 86.5% in Jilin, and 29.7 to 91.4% in Ningxia. The treatment enrollment rate among diagnosed DRTB patients also increased significantly and varied from 73 to 82% in the three provinces in 2018. Over 90% of patients in Zhejiang and Jilin and 75% in Ningxia remained in treatment by the end of the first six months’ treatment. Among all survey respondents 77.5% incurred extremely high financial burden of treatment. Qualitative results showed that interventions on promoting rapid DST technologies and patient referral were successfully implemented, but the new financing policies for reducing patients’ financial burden were not implemented as planned.ConclusionsThe quality of DRTB related clinical services has been significantly improved following the comprehensive interventions, while the financial burden of DRTB patients remains high due to the delay in implementing financing policies. Stronger political commitment and leadership are required for multi-channel financing to provide additional financial support to DRTB patients.