Service Attributes Research Articles

Layanan prima pada layanan pojok braille sebagai layanan berbasis inklusi sosial di Perpustakaan Umum Kota Malang

Introduction. This study aims to determine the form of excellent service implementation in the Braille Corner service as social inclusion-based service at the Malang City Public Library with the DeVrye theory approach. The community that needs to have more support through social inclusion-based services is the visually impaired. The Malang City Public Library, located in East Java, provides services for the visually impaired, namely the Braille corner service. Data Collection Methods. With the descriptive qualitative approach, data was collected through interviews, observations, and documentation studies. Data Analysis. We analysed the data by Miles and Huberman viz , reducing, presenting data, and drawing conclusions. Results and Discussion. Malang City Public Library's Braille Corner Service has implemented seven dimensions of excellent services in implementing social inclusion-based services including self-esteem, exceeding expectations, recovery, vision, improvement, care, and empowerment. The four dimensions that are maximally applied to Braille Corner services include exceeding expectations, recovery, vision, and care. While the application of the dimensions of self-esteem, improvement, and empowerment werefund to be not optimal. Conclusion. Three dimensions that have not been implemented optimally in the implementation of excellent service in the Braille Corner service need special attention to provide excellent services.

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di PT Bretonia

Customer satisfaction is a crucial factor in the service industry, including PT Bretonia Marble, which faces challenges in maintaining service quality standards amidst global competition. This study aims to measure the impact of service quality on customer satisfaction at PT Bretonia Marble. The research method used is quantitative with a correlational approach. Primary data was obtained through questionnaires distributed to a sample of the company's customers, while secondary data came from the company's sales reports. The independent variable in this study is service quality, and the dependent variable is customer satisfaction. Data processing was conducted using regression analysis to determine the relationship between these variables. The research results show that service quality has a significant influence on customer satisfaction, with an Adjusted R Square value of 0.645. This indicates that 64.5% of the variation in customer satisfaction can be explained by service quality, while the remaining portion is influenced by other factors such as price and product reputation. The T-test demonstrates that service quality positively impacts customer satisfaction with a significance value of 0.000. In conclusion, improving service quality at PT Bretonia Marble significantly contributes to customer satisfaction. Therefore, the company is advised to continuously enhance various service dimensions, such as reliability, empathy, and responsiveness, to maintain customer loyalty and improve market competitiveness. The study also recommends optimizing service processes and employee training to strengthen customer relationships and ensure business sustainability.

A Local-level App vs A National-level App: Evaluation of M-Grocery Apps From The UX and The Service Performance Perspective

In Indonesia, the increase in internet users, reaching 215.63 million in 2022-2023, has facilitated the growth of mobile shopping applications like Sayurbox and Beceran, which cater to daily needs such as groceries and fresh food items. Despite receiving high user ratings, these applications face technical issues that could impact user satisfaction and company revenue. This study aims to evaluate the service quality and user experience of the Sayurbox and Beceran applications using the M-S-QUAL and UX Benchmarking methods. The M-S-QUAL method assesses service quality across nine dimensions, while UX Benchmarking evaluates user satisfaction, ease of use, error counts, success rates, and task completion times. The results of UX Benchmarking reveal that Sayurbox has fewer errors and higher user satisfaction compared to Beceran, which has faster loading times but more errors. The M-S-QUAL analysis indicates that both applications have negative gap values in most service attributes, with Sayurbox performing slightly better than Beceran. Sayurbox received a score of -0.25 for the value gap on the M-S-QUAL scale, while Beceran received a score of -0.41 for the value gap.

Exploring the influence of intensive management practices on recreational hunter satisfaction: a case study of red deer trophy hunting in Spain

ABSTRACT Recreational hunting, especially big game trophy hunting, has a significant impact on large areas and requires specific wildlife management strategies. However, because the pursuit of maximum hunter satisfaction can jeopardize species conservation, it is crucial to identify the factors that determine recreational trophy hunter satisfaction. We investigated these factors in southern Spain by attending 21 dog-driven Iberian red deer hunts over seven hunting seasons. We collected geographic and biometric data from 556 hunted specimens and conducted 159 face-to-face surveys with hunters. Based on partial least squares path models, our findings indicate that overall satisfaction is positively related to the dimensions of achievement, appreciation, and service. Contextual variables, including hunter experience, hunting scenarios, and individual and group hunting bags, showed varying effects on these satisfaction dimensions. Management decisions significantly influenced multiple dimensions of hunter satisfaction, with potential implications for conservation in our study system and broader considerations for natural game management versus canned hunting practices.

Exploration of Reliability and Security of E- Banking: Selected Urban Cooperative banks

The rise of E-banking has introduced unprecedented convenience and accessibility for users, transforming traditional banking operations into efficient online experiences. However, this shift brings challenges, particularly in terms of security and reliability, as users now expect robust protections for their financial data and consistent, dependable service. This study investigates the perceptions of security and reliability in digital banking among 290 urban cooperative banking customers. Using factor analysis, we explore key dimensions of e-banking services, focusing on elements like encryption, biometric security, and trust in transaction reliability. The analysis identified two primary factors: security and reliability, each with distinct contributions to overall user satisfaction. The factor loadings revealed that users had mixed confidence in encryption technologies and data privacy measures, with some expressing high levels of satisfaction, while others indicated significant concerns. Additionally, reliability emerged as a critical factor, with findings indicating that a notable portion of customers were dissatisfied with the timeliness and trustworthiness of e-banking services. For data collection, a structured survey measured responses on a five-point Likert scale, assessing variables such as trustworthiness, encryption effectiveness, privacy maintenance, and personal security practices. Through the use of descriptive and factor analysis, we quantified customer sentiments and identified patterns in user satisfaction. The results suggest that while there is moderate confidence in digital banking security, the reliability of service delivery remains an area for improvement. Banks should consider addressing these findings by enhancing transparency in their security protocols and strengthening service consistency to better meet user expectations in digital banking environments.

Preferences and valuation of small-scale wastewater treatment system maintenance using discrete choice method: Case of community-managed system in Jakarta, Indonesia

The focus of public service delivery on sustainability and universal access has enabled the enactment of many community-based programs in Indonesia. However, relevant studies that examine the willingness to pay among households that utilize community-managed facilities are lacking, despite it being one of the most important factors for maintenance and a strong indicator of commitment. In the present study, we aimed to estimate household users' preferences and willingness to pay (WTP) to understand their demand for related services. It estimates household user preferences and willingness to pay to understand the demand for related services through a choice experiment. By comparing all service attributes, the results highlight that users derive the highest utility if they updated reactors and pipelines, and, conversely, if the responsible authority is changed. The desire for quality improvement and service expansion were confirmed using this model. The mixed model estimated a willingness to pay of 0.03–3.13 USD for average users, depending on the attributes. Our findings confirm that families who belong to a community that operates a decentralized system derive greater benefits from improved maintenance; thus, they are willing to pay more to enjoy the service. Notably, at its core, a community-managed system, such as the Sanimas Program, is a co-production initiative between multiple levels of government institutions and local residents. Therefore, maintenance actions should involve resource- and payment-intensive efforts, such as half-year sanitary desludging and system replacement owing to deterioration and hazards. Policy regulations that correct the distribution of roles among partners for maintaining the system should be initiated. These findings provide evidence for the government's commitment to the community and could help convince other stakeholders to redirect their attention to supporting sustainable system performance.

Healthcare professionals’ preferences for the specialist pharmacy service medicines advice clinical enquiry service: a discrete choice experiment

Abstract Introduction The Specialist Pharmacy Service Medicines Advice (SPS-MA) service answers enquiries from primary care professionals in England. The preferences of service users for the way this service is provided (e.g. opening hours, speed and route of reply, amount of detail in answer etc.) are unknown. Such information would be useful to ensure the service meets the needs of users as well as possible within the constraints of available resources. Aim To determine healthcare professionals’ preferences for the Specialist Pharmacy Service Medicines Advice clinical enquiry service using a discrete choice experiment (DCE). Methods International Society for Pharmacoeconomics and Outcomes Research good research practices were used to conduct a DCE1. Previous literature2, documentary analysis of SPS-MA policies, and interviews with four SPS-MA enquirers and three SPS-MA service providers/managers identified seven key attributes of the clinical enquiry service. Each attribute could be defined using one of 2-3 descriptions (‘levels’). A D-efficient experimental design generated 20 pairs of potential clinical enquiry service variants, each described by one level linked to each of the seven attributes. These 20 pairs were blocked into two online surveys (10 pairs per survey), which asked participants to choose which service from each pair they would prefer to contact. The 1669 SPS-MA clinical enquiry contacts with a recorded email in the year to November 2023 were randomised to receive an email invitation to complete one of the survey variants. Preferences for each attribute level were estimated using conditional logit regression. Using the HRA decision tool, this project was not considered research by the NHS. It was given a favourable opinion by the University of Bath ethics review process on 27th November 2023 (reference 1153-2222). Results 236 participants completed a survey (52% GP pharmacists, 26% other pharmacists, 22% other professional; median 15 years’ experience). Weekend opening and opening hours did not significantly affect preferences (p≥0.226). All other attributes did significantly affect preferences (p≤0.015). An answer within one hour or two days was most valued (preference weightings (95%CI) relative to five days: 0.89 (0.76-1.03) and 0.58 (0.45-0.72), respectively). Communication by email was highly valued (preference weighting: 0.62 (0.47-0.77) relative to telephone only). The availability of a website of frequently asked questions was also valued (preference weighting: 0.48 (0.31-0.64) relative to no website). Answering the telephone within 20 seconds and a detailed response were valued, but to a lesser degree. Sub-group analysis found that participants qualified for <15 years valued email communication and detailed responses more strongly than other participants (p≤0.035). Discussion / Conclusion Where clinically appropriate, the SPS-MA clinical enquiry service should prioritise speed of reply, communication by email and a website of frequently asked questions. Longer opening hours are not required. This is the first study to use of a DCE to investigate professional enquirers’ preferences for a medicines information/advice service. This allowed analysis of the strength of preferences and how they were traded off. Due to the small number of non-pharmacist enquirers to the SPS-MA service, it was not possible to investigate how professional background influences preferences.

Drive Them to Rail—How Can Tourist Destinations Increase the Market Share of Rail Travel? A Discrete Choice Experiment

ABSTRACTMobility accounts for the largest share of CO2 emissions generated by tourism industry. The extent of CO2 resulting from tourists' long‐distance travel depends strongly on the transport mode used. To reduce these emissions, destinations should engage in promoting a shift from flying and driving to traveling on rail. This study hypothesizes that the entire mobility chain, that is, long‐distance travel and mobility at destination, represents an interconnected bundle of services. Using data from a Discrete Choice Experiment conducted with visitors to a tourist destination in Austrian Alps, we estimated the effects of attributes of long‐distance travel by personal vehicle and rail (travel time, travel costs, number of transfers) and effects of attributes of local mobility services offered at the destination (transit frequency, carsharing, mobility hub). The outcomes indicate that local mobility services are highly relevant for transport mode choice of tourists and can increase the market share of rail significantly.

Integration of Importance Performance Analysis (IPA) and Kano Model to Improve the Manggarai Station Service Quality

Manggarai Station is one of the transit stations with the highest number of passengers and will become the first central station in Indonesia. However, the process of station construction and changes in transit patterns resulted in a significant increase in the number of passengers, which had an impact on the quality of services provided. There are many complaints made by passengers due to the buildup which results in the discomfort they feel when traveling at Manggarai Station. This research aims to determine the order of priority and strategies required for each service attribute using the integration of Importance Performance Analysis (IPA) and Kano, determine the causes of dissatisfaction and low performance received by passengers, and provide recommendations for improvements to the service quality of Manggarai Station. The methods used in this research are Importance Performance Analysis (IPA) and the Kano Model, then the results of both are integrated. Based on the processing results, the categorization results obtained using the IPA method were divided into four quadrants based on performance and importance, the Kano category results were based on satisfaction and dissatisfaction, and the IPA and Kano results were integrated. The results of the IPA and Kano integration show that 4 of the 14 service attributes are included in the Fatal category, which means that performance needs to be improved in order of top priority.

The Role of Service Quality in Improving Customer Satisfaction: A Study in the Hospitality Business of University

This research aims to analyze the dimensions of Service Quality, analyze service attributes, and analyze the influence of Service Quality on Customer Satisfaction at the Hospitality Business. Universitas Terbuka (UT), as a State University with Legal Entity (SU-LE) in Indonesia, operates various business units, including hospitality services such as guesthouses and meeting facilities. This research focuses on analyzing the service quality and customer satisfaction within these hospitality services of UT. UT aims to improve non-tuition revenue streams through its business operations, making the quality of its hospitality services a crucial aspect of its overall performance. Respondents who completed this study were as many as 379 customers of guesthouses and meeting facilities. The data used in this study is primary data sourced from questionnaires distributed to customers. The research methods used are gap analysis, IPA analysis, and the Structural Equation Model. The variables that influence customer satisfaction are tangible and responsiveness variables, while the variables reliable, assurance and empathy do not influence guest house UT customer satisfaction. This research contributes to the attributes of service quality and customer satisfaction in a state university hospitality business. This study is an exploration of each customer's preferences regarding perceived satisfaction and the level of importance expected for the services provided by hospitality businesses.

Exploring the Impact of Airport Services on Passenger Satisfaction in Tanzania: A Case Study of Julius Nyerere International Airport

Satisfying passengers at the airport has been the cornerstone for airlines and airports in air transport service. This study aimed to understand the effects of airline-related quality service dimensions on overall passenger satisfaction at airports. The study intended to analyse the effect of pre-flight, in-flight, and post-flight services on passenger satisfaction at the airport. Passengers begin to interact with air transport services when booking a ticket, and airline-related service dimensions are considered part of the broader concept of airport services, which should be integrated as they overlap in satisfying passengers at the airport. Previous research focused extensively on airport-related factors but overlooked the specific impacts of airline services on overall passenger satisfaction. The study was guided by Total airport experience framework considering holistic view of passenger satisfaction. The study used a descriptive research design which targeted all international passengers travelled through Julius Nyerere International Airport at the time of conducting this study. In this regard, the study included departing and arriving passengers from Terminal III at the final lounge and baggage claim area. The Webb et al (1996) guidelines were used to determine the sample size which suggests that for population above 2,000, a sample of 1% is appropriate; The population consisted of 18,000 passengers arriving and departing at Julius Nyerere international Airport during the time of conducting survey; thus 180 passenger were selected randomly ensuring that every passenger had an equal chance of being selected. Collection of data invloved questionnaires with close-ended and open-ended questions. Descriptive analysis of collected data was conducted to summarize the main variables through utilizing the Statistical Package for Social Science (SPSS) for data analysis to obtain percentages and frequencies. The findings indicated that several dimensions of airline-related service influence passenger satisfaction: pre-flight, in-flight, and post-flight dimensions. The findings revealed that these three dimensions positively affect passenger satisfaction. For instance, in pre-flight services, respondents reported satisfaction, highlighting the crucial role of effective management of pre-flight services in determining positive initial travel experiences. High satisfaction rates were also observed for in-flight services, emphasizing the importance of onboard amenities and crew responsiveness. However, post-flight services showed areas for improvement to enhance the overall passenger experience. Additionally, the results highlighted the strategic necessity for airlines and airports to prioritize service excellence across all touchpoints of the passenger journey. Enhancing service quality and responsiveness, particularly in mishap resolution and service delivery which are crucial for maintaining a competitive advantage and fostering customer loyalty. The study concluded that passenger satisfaction is highly influenced by three primary dimensions of airline related service: pre-flight, in-flight, and post-flight dimensions. The study recommends the Airline and airport operators to focus on improving service quality delivery across all touch points of passengers journey by implementing an integrated approach such as coordinated decision making.

Analisis Kepuasan Mutu Pelayanan PMB STISIP Widuri Menggunakan Metode Service Quality (SERVQUAL)

This study examines student satisfaction with the New Student Admission (PMB) services at STISIP Widuri. In the competitive landscape of private higher education institutions (PTS), PMB is vital for attracting prospective students through effective marketing and high-quality services. The research, however, identifies that current levels of student satisfaction with PMB services at STISIP Widuri fall short of expectations. By applying the Service Quality framework, the study evaluates key service dimensions including reliability, responsiveness, and empathy. The results indicate that the services provided do not meet student expectations, leading to notable dissatisfaction. The study seeks to uncover the factors affecting student satisfaction and offers recommendations for enhancing service quality. The outcomes aim to make a significant impact on improving PMB services at STISIP Widuri, benefiting both academic and practical aspects. Ultimately, this research provides a foundation for improving higher education services, especially in the new student admission process. The recommendations are designed to strengthen the connection between the institution and its students, boost loyalty, and encourage positive word-of-mouth. Improving the quality of PMB services is crucial for achieving competitive advantage and enhancing the institution's reputation.

Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches

Airport digitalization has revolutionized service delivery at passenger touchpoints, which leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid transition to digital services genuinely enhances passenger satisfaction with airport services. This study uses a mixed-method approach to identify key traditional and technology-driven information services in smart airports. The specific aim is to determine the optimal balance in which digital technologies can effectively replace human-provided services to establish sustainable passenger loyalty. Two rounds of Delphi surveys were conducted with panels of 23 and 21 experts, followed by an online Kano survey with 401 international passengers. The Delphi analysis identified 16 key information service attributes, while the Kano analysis revealed that the majority of technology-based services were attractive and positively influenced passenger satisfaction. By contrast, human-based services were mostly indifferent, although some were vital for boosting satisfaction and preventing dissatisfaction. These results advance the current airport service research and provide practical insights into optimizing passenger experiences through the strategic integration of technology for sustainable smart airports while maintaining essential human-provided services.

How thinking style influences online consumers’ responses to compromise-based service attributes

ABSTRACT Prior studies on online shopping behavior have been silent about global consumers’ compromise choices in online service attributes. Three studies investigate how and when consumers’ thinking styles affect their service responses toward online retail websites offering compromise options. The priming findings demonstrate that consumers in two cultural groups (Korea and France) are more satisfied with and more likely to repurchase from compromise-based websites in the holistic-thinking than analytic-thinking condition. This research contributes to extant literature on consumer online behavior and provides managerial insights on the practical uses of compromise tendencies for online service strategies in global retail markets.

Defining, measuring and managing healthcare quality using unstructured physician review comments

PurposePhysician review websites (PRW) and Medicare requirements are pressing administrators to measure, monitor and improve healthcare service delivery. Healthcare service attributes linked to patient satisfaction have received increased attention. Text analysis provides an alternative methodology to capture contemporaneous data on service delivery attributes. A Kano analysis based on these service attributes can help administrators prioritize service delivery and ultimately improve patient satisfaction.Design/methodology/approachHealthcare service attributes were defined from 4,000+ comments on a PRW using latent content text analysis. The resulting 15 attributes were validated by medical professionals using a q-sort methodology and analyzed using a Kano methodology.FindingsThe 15 attributes cover three domains of healthcare service – clinic operations, competency and care. The Kano analysis yields a hierarchy, or pyramid, of healthcare service attributes: (1) must-be’s: establish service operational capabilities and benchmark peer performance; (2) satisfiers: establish and increase trust through: (a) clinical competence, (b) careful management of young patients and (c) delivery of appropriate care and treatment (3) delighters: use service-dominant logic to provide patient-centered care.Originality/valueThis research bridges the gap between the “what” and “how” that is frequently missing in text analysis of online reviews. We provide a methodology coupled with a Kano analysis, a widely used quality improvement tool, which results in a hierarchy of service attributes that can guide administrators and researchers.

Attributes of pet-friendly hotels: What matters to consumers?

As more customers choose to travel with their pets, pet-friendly hotel needs have also increased. This research aims to shed light on the physical and service attributes of pet-friendly hotels by using a mixed-method approach. Study 1 analyzed online TripAdvisor reviews using a netnography approach to assess consumer perceptions and evaluations of pet-friendly hotels. The results listed critical attributes for pet-friendly hotels from customer perspectives, revealing specific consumer needs regarding the utilitarian and hedonic values these hotels offer. In Study 2, we conducted an experiment to examine the distinct effects of hedonic and utilitarian attributes on consumers. Our study revealed that when hotels provide high utilitarian attributes, consumers respond positively regardless of the status of hedonic attributes. However, when utilitarian attribute values are low, high hedonic attributes are needed to drive positive consumer attitudes. Such findings highlighted the relative importance of hedonic and utilitarian attributes for practitioners.

Analysis of Bus Public Transportation Passenger Satisfaction Level Route Manado - Tondano, North Sulawesi

Transportation has a strategic role in supporting economic development, especially in meeting the needs of transportation services for people and goods. This research aims to analyze the level of satisfaction of bus public transport passengers on the Manado - Tondano route, North Sulawesi. The methods used in this study are Importance and Performance Analysis (IPA) and Service Quality (SERVQUAL), which assess passenger perceptions and expectations of bus service quality. Data were obtained through a questionnaire survey covering five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results showed that the majority of respondents were female under the age of 20, with dominant occupations as students or college students, and income below Rp1,500,000. Based on the gap analysis between performance and expectations, it was found that all service attributes have negative values, with an average gap of -1.38, which indicates that bus services are still below passenger expectations. This research provides important implications for transportation service providers to improve service quality to meet passenger expectations.

An innovative approach for QoS-aware web service composition using whale optimization algorithm

With the proliferation of services and the vast amount of data produced by the Internet, numerous services with comparable functionalities but varying Quality of Service (QoS) attributes are potential candidates for meeting user needs. Consequently, the selection of the most suitable services has become increasingly challenging. To address this issue, a synthesis of multiple services is conducted through a composition process to create more sophisticated services. In recent years, there has been a growing interest in QoS uncertainty, given its potential impact on determining an optimal composite service, where each service is characterized by multiple QoS properties (e.g., response time and cost) that are frequently subject to change primarily due to environmental factors. Here, we introduce a novel approach that depends on the Multi-Agent Whale Optimization Algorithm (MA-WOA) for web service composition problem. Our proposed algorithm utilizes a multi-agent system for the representation and control of potential services, utilizing MA-WOA to identify the optimal composition that meets the user’s requirements. It accounts for multiple quality factors and employs a weighted aggregation function to combine them into a cohesive fitness function. The efficiency of the suggested method is evaluated using a real and artificial web service composition dataset (comprising a total of 52,000 web services), with results indicating its superiority over other state-of-the-art methods in terms of composition quality and computational effectiveness. Therefore, the proposed strategy presents a feasible and effective solution to the web service composition challenge, representing a significant advancement in the field of service-oriented computing.

The Influence of New Service Attributes in the Trans-Sumatera Railway Operation Plan on User Choice

The Influence of New Service Attributes in the Trans-Sumatera Railway Operation Plan on User Choice

‘Christian inspiration seeks in the boldest and most modern achievements and technologies the dimension of service'

Not available.