Quality Of Service Performance Research Articles

Understanding International Students' Perspective of Health Service Quality: A Cross-Sectional Study in a Hungarian University.

Understanding patient's preferences is important to delivering good quality services. Patients' feedback provides healthcare providers with valuable information about the services provided. The increasing number of international students enrolling in Hungarian Universities raises the need to ensure the quality of services meets international students' requirements, which includes healthcare. This study aimed to assess service quality in the University Health Center (UHC) from the international student's point of view to be used to improve the quality of services. This cross-sectional study was conducted at the university health center. We used a mixed methods approach to collect both quantitative and qualitative data. We used the importance-performance analysis (IPA) for quantitative analysis to understand expectations and perceptions in service research. The qualitative analysis was conducted from responses to reflection questions. The qualitative data were then analyzed using thematic analysis. 437 international students participated in the study, but only 402 (91.99%) were analysed. The gaps between the importance and performance of service quality were negative in all dimensions (P-value < 0.001). This suggests that there is an unmet need for student expectations and university health center performance. From the Importance factor, the highest and lowest were related to safety (4.54 ± 0.56) and efficiency (4.31 ± 0.66) dimensions. The Performance factor's highest and lowest mean scores were also related to safety (4.22 ± 0.72) and efficiency (3.91 ± 0.87), respectively. From qualitative analysis, there are two major themes several secondary themes from the thematic analysis of free-text responses were identified. The importance and performance analysis could provide useful information to university policymakers about university health center service quality. There is a need for improvement and obviating the importance-performance gaps, especially in the efficiency dimension. Decision-makers can use the IPA analysis results to allocate limited resources more effectively, giving special attention to possible organizational weaknesses for further direction.

Passenger Service Quality Perceptions to Star Alliance Airlines

Through performance measurement, airline operators can conduct situation assessments and evaluate the contributions of decisions to performance beforehand. Evaluating performance based on the perceived service quality by airline passengers has become crucial for airlines to understand and improve their services in order to achieve success in competition by meeting passengers' desires and expectations. This study aims to examine the perception of customer service quality among airline operators in the Star Alliance, the largest alliance worldwide based on 2023 data, using multi-criteria decision-making (MCDM) methods known as Entropy and MARCOS, with Tripadvisor data as a basis. Firstly, criteria weights were obtained using the Entropy method, and then airline operators were evaluated and ranked based on service quality using the MARCOS method. The study revealed that the most significant evaluation criterion was the in-flight entertainment systems (Wi-Fi, TV, movies), and Singapore Airlines exhibited the best service quality performance.

Tour Guide App

Abstract— The motive of this android application, is to manage a tour for the users through mobile computing with complete requirements and needs in location. about each and every tourist location in that particular city or place with tailored description. It also enables user to search a particular location efficiently. App module has a tailored information and facility through mobile phones on user to plan any journey and to provide traveler awareness of the current COVID “Hill stations” and “Adventure sports” category. multiple set data analysis and compared with the complete search technique of identical service quality performance. Keywords: Tourism , Android , Covid-19 I

Analysis of Service Quality and Employee Performance on Customer Satisfaction in Bank Mandiri Klaten Branch Office

All businesses must ensure customer satisfaction by offering superior products and services, given the intense competition that businesses face in order to stay in the market. In order to prevail in the competition, the business must satisfy its clients. Examining the impact of service quality on customer satisfaction is the goal of the study. Evaluating how employee performance affects customer satisfaction. Evaluating how employee performance and service quality affect customer satisfaction. This study employs a quantitative descriptive approach with a survey method. Customers of the Bank Mandiri Klaten Branch Office who had utilized its services made up the population, and a purposive sampling technique was used to select a sample of 100 respondents. Meanwhile, using multiple linear analysis tools, F test, t test and coefficient of determination. Customer satisfaction is impacted by the influence of the service quality variable (X1), according to the test results. Customer satisfaction is significantly impacted by the employee performance variable (X2).

Service Quality Analysis of Unej Digital Library Using M-S-QUAL and Importance Performance Analysis Methods

A lot of library services are impacted by the expansion and advancement of information and communication technologies. With this modification, the traditional library services are now entirely digital. To carry out this digitalization, the Unej Digital Library (UnejDigiLib) application was created by the University of Jember's library. The purpose of developing this digital library application was to improve the effectiveness of library services, which were previously hindered by the COVID-19 epidemic. The UnejDigiLib developer has not yet evaluated the quality of its services since the application's release, therefore they are unsure of whether the current services satisfy user needs. Therefore, the goal of this study is to combine Mobile Service Quality (M-S-QUAL) and Importance Performance Analysis (IPA) in order to assess the UnejDigiLib service's quality based on user perceptions. The M-S-QUAL is used to determine service quality indicators and examine the gap between their performance and importance. After that, the service indications are mapped using the IPA based on their priority level. This study used the following six M-S-QUALl dimensions: compensation, privacy fulfillment, content, system availability, efficiency, and privacy. The findings indicate that user expectations have not been met by the UnejDigiLib service's performance. Meanwhile, the IPA analysis's findings indicate that the following indicators are found in quadrant 1: C3 (completeness of the book collection), C5 (suitability of the book collection with the curriculum lectures), C6 (updates to the book collection), and F3 (speed at which books download). This quadrant's indicators are the primary focus for improvement.

Modeling the Intricate Association between Sustainable Service Quality and Supply Chain Performance: Moderating Role of Blockchain Technology and Environmental Uncertainty

The growing awareness about natural resource scarcity is spreading across industries, compelling businesses to implement sustainability initiatives. The service sector, including small and medium-sized firms (SMEs) involved in logistical operations, is actively pursuing measures to achieve the expected sustainability goals. In recent years, incorporating sustainable service quality attributes (SSQAs) has become a crucial strategy for attaining competitive advantages and sustainability objectives. In this context, the current study examines sustainable service quality attributes’ role in achieving sustainable supply chain performance (SSCP) and obtaining triple bottom line sustainability outcomes. Data were obtained from 295 logistics service-providing SMEs using the purposive sampling technique. The acquired data were then analyzed using the structural equation model. According to the findings, SSQAs have a positive association with SSCP. The moderating roles of blockchain technology (BT) and environmental uncertainty (EU) were significant between SSQAs and SSCP. SSCP also mediated between SSQAs, BT, and TBL. Meanwhile, EU and BT also have a significant influencing role between SSQAs and SSCP. The study adds to the body of knowledge within the domain of sustainability, by testing the unique interaction between sustainable service quality attributes and SSCP. Likewise, the use of blockchain technology as a moderator on a given relationship is empirically unique in itself. The study also provides the first of their kind findings on the subject matter in the context of 295 logistics service-providing SMEs from a developing country like Pakistan. The study’s findings are helpful for managers in transforming their services by embedding the SSQAs and developing their workforce to be equipped with the knowledge and facilities necessary to achieve TBL outcomes.

Pengaruh Kualitas Pelayanan dan Disiplin Kerja Terhadap Kinerja Pegawai

This research was motivated by the low work ethic and low quality of service provided by officers at the Baregbeg Village Office, Lakbok District, which was the driving force for this research. This can be seen from the many complaints from the public regarding various issues related to employee performance. Employees at the Baregbeg Village Office are able to operate optimally if a service is handled well. Employee performance is influenced by several factors, including service quality and work discipline. The purpose of this research is to be able to find out a problem formulation, namely whether or not service quality and work discipline influence employee performance. Service quality, which also considers how well the service is carried out, will determine the level of community satisfaction. Effective employee performance in the workplace is very dependent on work discipline. The following findings from this research use quantitative approach techniques and explanatory methods, with the following results: 1. Employee performance is significantly and partially influenced by service quality, this is indicated by the t test value of 4.259, 2. Employee performance is significantly and partially positively influenced by work discipline, with a t test value of 4.904, 3. Employee performance is influenced positively and significantly by service quality and work discipline as indicated by the F test result of 37.329.

Exploring Consumers' Negative Electronic Word-of-Mouth of 5 Military Hospitals in Taiwan Through SERVQUAL and Flower of Services: Web Scraping Analysis.

In recent years, with the widespread use of the internet, the influence of electronic word-of-mouth (eWOM) has been increasingly recognized, particularly the significance of negative eWOM, which has surpassed positive eWOM in importance. Such reviews play a pivotal role in research related to service industry management, particularly in intangible service sectors such as hospitals, where they have become a reference point for improving service quality. This study comprehensively collected negative eWOM from 5 military hospitals in Taiwan that were at or above the level of regional teaching hospitals. It aimed to investigate service quality issues before and after the pandemic. The findings provide important references for formulating strategies to improve service quality. In this study, we used web scraping techniques to gather 1259 valid negative eWOM, covering the period from the inception of the first review to December 31, 2022. These reviews were categorized using content analysis based on the modified Parasuraman, Zeithaml, and Berry service quality (PZB SERVQUAL) scale and Flower of Services. Statistical data analysis was conducted to investigate the performance of service quality. The annual count of negative reviews for each hospital has exhibited a consistent upward trajectory over the years, with a more pronounced increase following the onset of the pandemic. In the analysis, among the 5 dimensions of PZB SERVQUAL framework, the "Assurance" dimension yielded the least favorable results, registering a negative review rate as high as 58.3%. Closely trailing, the "Responsiveness" dimension recorded a negative review rate of 34.2%. When evaluating the service process, the subitem "In Service: Diagnosis/Examination/Medical/Hospitalization" exhibited the least satisfactory performance, with a negative review rate of 46.2%. This was followed by the subitem "In Service: Pre-diagnosis Waiting," which had a negative review rate of 20.2%. To evaluate the average scores of negative reviews before and during the onset of the COVID-19 pandemic, independent sample t tests (2-tailed) were used. The analysis revealed statistically significant differences (P<.001). Furthermore, an ANOVA was conducted to investigate whether the length of the negative reviews impacted their ratings, which also showed significant differences (P=.01). Before and during the pandemic, there were significant differences in evaluating hospital services, and a higher word count in negative reviews indicated greater dissatisfaction with the service. Therefore, it is recommended that hospitals establish more comprehensive service quality management mechanisms, carefully respond to negative reviews, and categorize significant service deficiencies as critical events to prevent a decrease in overall service quality. Furthermore, during the service process, customers are particularly concerned about the attitude and responsiveness of health care personnel in the treatment process. Therefore, hospitals should enhance training and management in this area.

ANALISIS KUALITAS LAYANAN PENGUSAHA PENGURUSAN JASA KEPABEANAN (PPJK) PADA PERUSAHAAN FREIGHT FORWARDING MENGGUNAKAN SERVICE QUALITY (SERVQUAL)

The increasing trend in import-export activities demands optimal service, especially in customs clearance. Exporters and importers who cannot manage these processes can delegate authority to Customs Clearance and Forwarding Service Providers (PPJK). Company data reveals that the number of Sea Freight service users as exporters from January to December 2022 is higher than the number of service users employing PPJK. The research aims to analyze the quality of PPJK services in Freight Forwarding companies to provide services aligned with customer expectations. This study employs questionnaires and the Service Quality (Servqual) method to assess customer satisfaction, Importance Performance Analysis (IPA) to gauge company service quality, and Potential Gain in Customer Value (PGCV) to prioritize improvements. The Servqual results indicate that 33 attributes show negative gap values, indicating customer dissatisfaction, while 5 attributes exhibit positive ones. The IPA matrix results depict 7 attributes in quadrant I, representing low service quality performance but high customer expectations. The PGCV analysis prioritizes improvement in attributes U3, T1, U1, RS3, A4, CC1, and S3. The recommended improvements for the company include organizing customer gatherings, developing a web-based application, enhancing communication, providing problem-solving assistance, increasing staffing, delivering explanations in simple language, and strengthening monitoring processes.

Nurturing trust in Islamic banking within the metaverse for market success

Purpose This study aims to investigate the impact of trust in the metaverse on the Islamic banking sector, particularly in facilitating market success. Additionally, it seeks to explore the relationship between metaverse-driven brand image, product features, service quality and overall performance in the market. Design/methodology/approach Data were collected from 187 participants in Jordan, with the SmartPLS software used to test the hypotheses. Findings The findings reveal a significant impact of metaverse-enhanced brand image, product features and service quality on Islamic banking market performance. Furthermore, customer trust in the metaverse plays a significant role in shaping the relationship between product features, service quality and Islamic banking market performance. Originality/value The study’s practical implications still suggest the need for a more holistic metaverse-driven approach. Investing in service quality initiatives alone may not adequately build and sustain customer trust in the metaverse. Instead, transparent communication on ethical practices in the metaverse is required to reinforce trust and magnify the positive influence of superior service quality in the metaverse.

Advancing E-commerce Smart-PLS as a Catalyst for Improved Online Shopping Services

In the fast-paced world of e-commerce, the adoption of advanced methodologies and technologies is vital to address the increasing demands and challenges of online shopping services. This paper examines the transformative impact of Partial Least Squares Structural Equation Modeling (Smart-PLS) on e-commerce. Smart-PLS is a powerful tool that offers a robust framework for analyzing and enhancing various aspects of e-commerce, such as customer experience, service quality, and business performance. This study explores how Smart-PLS facilitates a data-driven decision-making approach, resulting in better user experiences, optimized supply chains, and improved business strategies. The abstract underscores the importance of Smart-PLS as a revolutionary tool in the e-commerce sector, enabling businesses to adapt, innovate, and succeed in the digital marketplace. It highlights the potential of Smart-PLS to shape the future of online shopping services and stresses the necessity of its adoption for maintaining competitiveness in the ever-changing e-commerce landscape.

Analysis Of Customer Satisfaction With Packaged Drinking Water Products Using Service Quality (SERVQUAL) And Importance Performance Analysis (IPA) Methods

PT. XYZ is a bottled mineral water manufacturer in Gresik, striving to deliver customer satisfaction and stay competitive. This study aims to quantify consumer satisfaction with PT. XYZ's product quality. We collected data through a questionnaire and analyzed it using the Servqual method and Importance Performance Analysis (IPA). The questionnaire included nine quality attributes, categorized into five dimensions. IPA was utilized to prioritize service quality attributes. The Servqual method revealed a negative gap, indicating suboptimal service. The Cartesian IPA diagram highlighted two critical areas for improvement: enhancing staff interaction during service and improving personnel demeanor, specifically their politeness, and friendliness. These improvements are vital as they align with consumer expectations and are essential for enhancing overall service quality at PT. XYZ. Keywords: Service Quality, Importance Performance Analysis (IPA), SERVQUAL

The Influence of Service Quality and Employee Performance on Customer Satisfaction in the Maja Langu Savings and Loan Cooperative, Denpasar

Purpose:In the competitive business world, customer satisfaction is the main focus for companies. It is not just a goal but also the key to attracting and retaining consumers. This study investigates the influence of service quality and employee performance on customer satisfaction at the Maja Langu Savings and Loans Cooperative, Denpasar.Methodology:64 respondents were successfully obtained by applying the purposive random sampling method and considered representative of the overall sample. Data analysis was carried out using multiple linear regression after undergoing instrument and classical assumption tests. The approach used is quantitative, with a questionnaire as the data collection instrument.Findings:The research results show that service quality and employee performance positively and significantly impact customer satisfaction at KSP Maja Langu, Denpasar. These two factors individually have a positive and significant influence on customer satisfactionImplication:These findings have important implications for the management and employees of KSP Maja Langu in maintaining and increasing customer satisfaction. Improving service quality and employee performance will help increase customer satisfaction at the Maja Langu Denpasar Savings and Loans Cooperative.

The Influence of Service Quality, Customer Relationship Management (CRM), and Image on Patient Satisfaction and Service Marketing Performance at A Type B Private Hospital in Makassar

Purpose: The overarching purpose of this research encompasses a multifaceted examination aimed at understanding various factors influencing patient satisfaction and service marketing performance in private hospitals in Makassar. Specifically, the objectives are to explore the impact of service quality, customer relationship management (CRM), and image on patient satisfaction, as well as to analyze their influence on service marketing performance. Methods: Primary data for this study were collected through a survey conducted among 160 inpatients across four Type B private hospitals in Makassar. The survey was administered between April and June 2022. Data analysis was conducted using Structural Equation Modeling (SEM), a statistical technique utilized to examine complex relationships among variables. Results and Discussion: The findings of the research revealed several significant insights: (1) Service quality, CRM, and image each had a direct impact on patient satisfaction at private hospitals in Makassar. (2) Furthermore, patient satisfaction was found to significantly influence service marketing performance. (3) Additionally, the study identified indirect effects, such as the influence of service quality, CRM, and image on service marketing performance mediated through patient satisfaction. Implications of the Research: These findings hold important implications for private hospitals in Makassar. Understanding and enhancing service quality, CRM practices, and image perception can directly contribute to improving patient satisfaction, which in turn positively impacts service marketing performance. By recognizing and addressing these factors, hospitals can better align their strategies to meet patient needs and enhance overall performance. Originality/Value: This research contributes to the existing literature by providing comprehensive insights into the dynamics between service quality, CRM, image, patient satisfaction, and service marketing performance in the context of private hospitals in Makassar. The study's findings offer valuable guidance for hospital management in devising effective strategies to optimize patient satisfaction and enhance service marketing outcomes, ultimately improving overall organizational performance.

ANALISIS KEPUASAN PETANI PADI PENGGUNA LAYANAN JASA ALAT MESIN PERTANIAN DI KABUPATEN BANYUWANGI

The study aims to measure the quality of service performance and measure the level of farmer satisfaction with UPJA Tani Makmur services. The sampling technique used is purposive sampling as many as 34 farmers have used UPJA services more than twice. The variables used in the study are five dimensions of service where each dimension has four variable attributes that will be assessed using a Likert scale based on the level of importance and performance level. The analytical tool used to determine the level of service quality of UPJA Tani Makmur is Important Performance Analysis (IPA) with the help of a Cartesian diagram. To determine the level of farmer satisfaction using the Customer Satisfaction Index (CSI). The results showed that the attribute of giving bonuses or gifts (A18) had the lowest level of conformity and there were three attributes that entered quadrant I (Main priority). The value of the level of farmer satisfaction with UPJA Tani Makmur services in general gets a value of 79.90 where the value is in the "Very Satisfied" criteria.

INNOVATION MODEL OF HUMAN RESOURCES TRAINING AND DEVELOPMENT FOR THE HOTEL INDUSTRY FROM THE ASEAN STANDARD FRAMEWORK: A CASE IN NAKHON RATCHASIMA PROVINCE, THAILAND

From the current global changes and the rapid development of innovation and technology, personnel development according to the previous approach may be insufficient for work. It is necessary to increase the skills of the workforce and improve work efficiency for higher quality. This research aims to study the training and development of human resources in the hotel industry in Nakhon Ratchasima Province at present, to study innovations in training and human resource development in the hotel industry and the ASEAN hotel industry standard framework, and to propose the innovation model for training and development of human resources in the hotel industry from the ASEAN standard framework. The findings suggest implementing the innovation model of resources training and development in the hotel industry by integrating modern technology and training techniques into use in developing staff in various forms that are in accordance with the ASEAN standard framework and hotel service standards to increase the hotel service quality and staff performance. The quantitative approach was employed by using structural equation modeling for path analysis. The data was collected by using questionnaires from 400 samplings from hotel staff in Nakhon Ratchasima Province. The model is consistent with empirical material in statistical significance. It can confirm that seven significant factors directly affect service performance which are job rotation, blended learning, practice training, classroom training, study tour for learning, learning through playing games, and teaching respectively and the new model was proposed for innovative development and training for the hotel staff. This research proposes an innovation process for hotels to implement the use of technology and techniques for human resources training and development. It can increase staff service performance, lead to positive guest experience and satisfaction, and lead to hotel revenue. However, the potential, the different hotel contexts and characteristics, and its organizational culture should be considered for the implementation.

Analysis of the Effect of Pricing Policy, Investment Decision Making, and Service Quality on Financial Performance in Financial Services Companies in West Java

This research investigates the intricate interplay between pricing policy, investment decision-making, service quality, and financial performance within financial services companies in West Java. Employing a quantitative research design, data was collected from 152 companies through a structured survey and analyzed using Structural Equation Modeling with Partial Least Squares (SEM-PLS). The measurement model confirmed the reliability and validity of the chosen indicators, while the structural model unveiled significant relationships. Results indicate that strategic pricing policies, informed investment decisions, and high service quality positively influence financial performance. The synergistic effect of integrating these elements contributes to a comprehensive understanding of the strategic dynamics in West Java's financial services sector.

Quality of Service and Value for Money in West Bandung Tourist Destinations

&lt;em&gt;One of the strategic efforts in maintaining visitor satisfaction and loyalty can be done by maintaining the Quality of Service which should be a good quality of service commensurate with the Value of Money that visitors have given. This study aims to explore the extent of the level of visitor satisfaction with the Quality of Service and Value for Money in tourist destinations in the West Bandung area. &lt;/em&gt;&lt;em&gt;This research used a quantitative method.&lt;/em&gt;&lt;em&gt; Respondents who provided information in this study were tourists who met the requirements as respondents to be able to fill out and provide the information needed when filling out the questionnaires. The number of respondents was 220 people with the composition of Lembang Park Zoo 73 visitors, the Great Asia Africa 73 visitors, and the Floating Market 73 visitors. The analytical techniques used in this study were measured using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results showed that based on the CSI (Customer Satisfaction Index) of 79.09% visitors to tourist destinations in the West Bandung area felt (Satisfied). Based on the gap analysis (GAP), the analysis obtained is with a performance score value of 86.96 smaller than the expected score of 88.15 so the level of performance of service quality and value for money is still far from the expectations of visitors to tourists destinations in West Bandung. The results of this research can be used as material for consideration and evaluation of the quality of service and value for money that has been developed.&lt;/em&gt;

Assessment of Service Quality in Aviation Using the CRITIC-Supported TOPSIS Method: A Case Study of Central Airports in Asia

In this study, the service quality performance of 14 central airports that are members of SKYTRAX in the Asian continent are analyzed. The data of 2022 are taken as basis in the analysis process. The aim of the study is to evaluate the service quality of the airports included in the analysis. In order to compare the service quality performances of the selected airports, The Criteria Importance Trough Intercriteria Correlation (CRITIC) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) methods from Multi-Criteria Decision-Making Methods (MCDM) are used. The data of the airports included in the analysis are obtained through SKYTRAX. While the importance degrees of the criteria of the alternatives are calculated by the CRITIC method, the ranking of the alternatives is obtained by the TOPSIS method. The criteria used in the analysis are security screening, arrival, departure, terminal comfort, terminal facilities, food and beverage services. According to the findings of the CRITIC method; it is concluded that the most important criterion is departure and the least important criterion is terminal comfort. According to the results of the TOPSIS method; Singapore Changi Airport ranks first in terms of service quality performance. Seoul Incheon and Tokyo Haneda airports follow this airport in the ranking. Mumbai Chhatrapati Airport takes the last place.

Evaluation Of Port Service User Services At Tanjung Kapal Crossing Port, Bengkalis District, Riau Province

The Tanjung Kapal Ferry Port serves one route, namely the Rupat – Dumai route. Based on the results of the survey in the field, it was found that several services for service users had not been implemented properly, such as the unavailability of fire extinguishers, evacuation route instructions, evacuation gathering points, first aid equipment, wheelchairs, floor plans/layouts port, passenger baggage, parking attendants, special needs passenger facilities, nursing mother room, signs at the pier, weigh bridge, and arrival and departure schedules at the counter. This research uses the methodPerformance Gap – Importanceto determine the gap between service users' expectations of perceived service quality and quadrant mapping Importance Performance Analysisto find out the attributes that are the main priority for improving service quality. Based on the results of Gap analysisPerformance – Importancea gap was found highest for passenger service at the port with a value of - 2.30 on attribute 32 and attribute. The highest gap for ship service at the port with a value of - 0.66 on attribute 1 and attribute 8. The highest gap for vehicle service at the port with a value of - 2 .10 on attribute.Based on the results of the Quadrant Mapping analysisImportance Performance Analysis There are 10 attributes in quadrant I for passenger services, 2 attributes for ship services and 8 attributes for vehicle services as the main priority for improvement so that the level of service user satisfaction can increase.