Product Service Research Articles

Comparative Analysis Between Using Google Meet and Gather Town Video Conferencing Platforms Viewed from User Experience Using meCUE Questionnaire on Students

The purpose of this study was to determine the comparative results between using the Google Meet and Gather Town video conferencing platforms in terms of user experience using the meCUE questionnaire on students. This research is quantitative research with descriptive analysis and uses comparative study research methods. The data source of this research is High School in Malang. Sampling was taken randomly without regard to the strata in the population (simple random sampling) so that 4 classes consisting of 35 students were obtained. This research data collection technique adapts from a questionnaire instrument to assess the user experience of a service product such as a website or application. The meCUE questionnaire was created based on the Component model of User Experience (CUE) compiled by Thuering & Mahlke. The results of the data obtained through the meCUE questionnaire on the Google Meet and Gather Town video conferencing platform applications will be analysed so as to obtain results that can show the comparison of the two applications. The meCUE questionnaire provides automatic calculations using Microsoft Excel. Based on this research, it can be concluded as follows: (1) The Gather Town application has a better User Experience assessment than the Google Meet application. The overall indicator results on the Gather Town application show an average value of 4.6 where the value is higher than the Google Meet application with an average value of 3.3, (2) There is a difference between using the Google Meet and Gather Town video conferencing platforms in terms of User Experience using the meCUE Questionnaire for students (Sig. = 0.000 <0.05), (3) Google Meet and Gather Town platforms have their respective weaknesses and advantages that can be used alternately according to the learning method used by the teacher. The results of this study can be used as a reference in choosing video conferencing applications to be more effective and optimal in the learning process.

After-sales service and brand reputation: a case of kitchen appliance industry

PurposeTo build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.

AdaptUI: A Framework for the development of Adaptive User Interfaces in Smart Product-Service Systems

AbstractSmart Product–Service Systems (S-PSS) represent an innovative business model that integrates intelligent products with advanced digital capabilities and corresponding e-services. The user experience (UX) within an S-PSS is heavily influenced by the customization of services and customer empowerment. However, conventional UX analysis primarily focuses on the design stage and may not adequately respond to the evolving user needs during the usage stage and how to exploit the data surrounding the use of S-PSS. To overcome these limitations, this article introduces a practical framework for developing Adaptive User Interfaces within S-PSS. This framework integrates ontologies and Context-aware recommendation systems, with user interactions serving as the primary data source, facilitating the development of adaptive user interfaces. One of the main contributions of this work lies on the integration of various components to achieve the creation of Adaptive User Interfaces for digital services. A case study of a smart device app is presented, to demonstrate the practical implementation of the framework, with a hands-on development approach, considering technological aspects and utilizing appropriate tools. The results of the evaluation of the recommendation engine show that using a context-aware approach improves the precision of recommendations. Furthermore, pragmatic aspects of UX, such as usefulness and system efficiency, are evaluated with participants with an overall positive impact on the use of the smart device.

Structural change and employment growth in India: reinterpreting “Manufacturing as an Engine of Growth”

PurposeThe present paper aims to highlight how manufacturing expansions under conditions of increasing returns, which involve the growth of intermediate goods specializations, support advanced service employment. In addition, the increasing use of manufacturing products in services highlights additional, new service sector employment opportunities.Design/methodology/approachThis paper investigates (1) the manufacturing and service interactions and (2) the investment behaviour in manufacturing using Auto-Regressive Distributed lags (ARDL) and Vector Autoregressive (VAR) models. The models allow for different specifications to study whether investment behaviour in manufacturing supports dynamic manufacturing and service interactions.FindingsThe results underpin how Kaldorian manufacturing as an engine of growth is still relevant in Indian growth and is key to achieving higher advanced employment, export-orientation and services and manufacturing nexus outcomes. What matters, though, is that manufacturing investments are to be guided mainly by intermediate goods specializations. The slowdown of these specializations, explaining the slowdown of manufacturing investment, is therefore, a concern.Originality/valueA reinterpretation of manufacturing as an engine of growth in which primacy is given to investment behaviour in technical progress functions that can support the growth of specializations in manufacturing and such specialized service employment.

User Requirement Identification and Dynamic Analysis Based on Improved Kano Model

The widespread adoption of e-commerce has rendered online reviews an indispensable source for acquiring knowledge about product features. The Kano model serves as a classic framework for categorizing customer requirements. It was proposed by the Japanese scholar Noriaki Kano in 1984 as a tool primarily used to help businesses better understand and categorize customer needs, guiding product development and service quality improvement. However, existing research on mining online review information often relies predominantly on static analysis, lacking comprehensive categorization of user demands. To address this gap, this paper introduces an enhanced Kano model for the identification and dynamic analysis of user demands. This model classifies review data based on emotional polarity and user attention, leveraging the characteristics inherent in online reviews. Furthermore, it constructs a user demand evolution model using time series analysis and utilizes SnowNLP for emotional calculations. By conducting word frequency statistics and employing LDA models to analyze product features, this paper identifies the evolving trends in user demands. Additionally, the exponential smoothing method is used to forecast the trend in users’ emotional values towards the product. The findings demonstrate that this model effectively extracts valuable insights regarding product feature information from user reviews, thereby offering novel perspectives and methodologies for related fields. Consequently, this contributes significantly to advancing the identification and dynamic analysis of user demands.

PENGARUH KERAGAMAN PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA APOTEK ANGGREK KPRI RSUD SITUBONDO

The purpose of this study is to determine the effect of product diversity, service quality and price on customer loyalty with customer satisfaction as an intervening variable at Anggrek KPRI Pharmacy, Situbondo Regional Hospital. The sampling technique is determined by quota sampling. Data analysis and hypothesis testing in this study used the Structural-Partial Least Square Equation Model (PLS-SEM). The results of the direct influence hypothesis test using the Smart PLS 3.0 application, show that Product diversity has a negative but insignificant effect on Customer Satisfaction, Service quality has a significant positive effect on Customer Satisfaction, Price has a significant positive effect on Customer Satisfaction, Product diversity has a positive but insignificant effect on Customer Loyalty, Service quality has a negative but insignificant effect on Customer Loyalty, Price has a positive but insignificant effect on Customer Loyalty, Customer satisfaction has a significant positive effect on Customer Loyalty, Product diversity has a negative but insignificant effect on Customer Loyalty through Customer Satisfaction, Service quality has a positive but insignificant effect on Customer Loyalty through Customer Satisfaction, Price has a significant positive effect on Customer Loyalty through Customer Satisfaction.

The Influence of Car Rental Product Quality, Prices, and Complaint Handling System on Decisions to Use Car Rental Services at Botana Transport Rent Car & Tour Travel

The aim of this research is to determine the influence of product service quality, price, rental car complaint handling system on the decision to use car rental services at Botana Transport Rent Cars & Tours travel. This research was conducted at Botana Transport Rent Cars & Tours travel located on Jl. Raya Kemang, Cilegon City. The sample in this study consisted of 100 respondents using Accidental Sampling. The data analysis used is multiple linear regression. The results of the research are that product quality and the complaint handling system have a positive influence, while price has a negative influence on the decision to use a rental car at Botana Transport Rent. Cars & Tours travel. Simultaneously or at the same time, product quality, price and car rental handling system at Botana Transport Rent Cars & Tours travel. Meanwhile, the R Square value explains the decision to use car rental services at Botana Transport Rent Cars & Tours Travel is influenced by product quality, price and complaint handling system by 44.2% while the remaining 55.8% is influenced by other variables not used in this research.

MEMBANGUN LOYALITAS PELANGGAN MELALUI KELENGKAPAN PRODUK, PERSEPSI HARGA DAN KUALITAS PELAYANAN PADA TB. MURAH REJEKI SEMARANG

Customer loyalty is a condition where customers make consistent repeat purchases and have a positive attitude towards a brand, are committed to the brand and intend to continue purchasing in the future. The aim is to determine and analyze the influence of product completeness, price perception and service quality on customer loyalty at TB. Cheap Fortune Semarang. The population is unknown number of consumers or customers of the Semarang "Cheap Rejeki" building shop. The sample size was calculated using the Cochran formula, resulting in a sample of 97 customers. Non-probability sampling technique using incidental sampling method. Data was collected using a questionnaire whose validity and reliability had been tested using data analysis techniques using multiple regression via the SPSS application. The results of the calculations that have been carried out, the t-value for product completeness is 3.849 > t-table 1.985 and the significance level is 0.000, indicating that product completeness has a significant effect on customer loyalty, then the calculated t-value for price perception is 3.960 > t-table 1.985 and the significance level is 0.000, indicating that price perception has a significant effect on customer loyalty and the calculated t value of service quality is 4.495 > t-table 1.985 and the significance level is 0.000, indicating that the Service Quality variable has a significant effect on customer loyalty. Suggestions for TB Murah Rejeki are to be able to manage the completeness of the products provided to suit customer shopping expectations because this is a key element in competition among building stores because good product completeness will attract customers' shopping intentions. Then maintain the prices given to consumers and by providing a customer loyalty program in the form of purchase discounts. Keywords: Product Completeness, Price Perception, Service Quality and Customer Loyalty

PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN HARGA TERHADAP MINAT BELI ULANG MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA UD. CATERING “N” DI SITUBONDO

The business world in the current era is getting tighter, especially in the world of marketing competition, which makes business owners must have a superior strategy in facing competition out there. Business actors are required to have high creativity and innovation in order to attract the attention of consumers in using their services or products. The purpose of this study was to analyze and examine the effect of Product Quality, Service Quality and Price on Repurchase Interest through Consumer Satisfaction as an Intervening Variable at UD. Catering "N" in Situbondo. The target respondents of this research are UD consumers. Catering "N" using the simple random sampling method. Data and hypothesis analysis using the Structural Equation Model-Partial Leas Square (PLS-SEM). The results of the direct effect hypothesis test using the Smart PLS 3.0 application show that product quality has a significant positive effect on customer satisfaction. Service quality has a positive but insignificant effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Product quality has a significant positive effect on repurchase interest. Service quality has a significant positive effect on repurchase interest. Price has a significant positive effect on repurchase interest. Customer satisfaction has a significant positive effect on repurchase interest. Product quality has a significant positive effect on repurchase intention through customer satisfaction. Service quality has a positive but insignificant effect on repurchase intention through customer satisfaction. Price has a significant positive effect on repurchase interest through customer satisfaction.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI MINAT BELI ULANG PADA SWALAYAN KOPERASI GUYUB RUKUN DI PANARUKAN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING

In the current era of globalization, of course, there are many developments that are very rapid and increasingly sophisticated, one of which is the development of retail business businesses. The purpose of this study is to analyze the Role of Product Diversity, Service Quality, and Facilities in influencing Consumer Satisfaction and Repurchase Interest in Guyub Rukun Cooperative Supermarket in Panarukan. This research is an explanatory research. The population in this study is the consumers of the Guyub Rukun Cooperative Supermarket in Panarukan. The sampling technique was determined by simple random sampling. Data analysis and hypothesis testing in this study used the Structural-Partial Least Square Equation Model (PLS-SEM). The results of the direct influence hypothesis test using the Smart PLS 3.0 application, showed that product diversity did not have a significant effect on consumer satisfaction, Service quality did not have a significant effect on consumer satisfaction, Facilities had a significant effect on consumer satisfaction, Product diversity had a significant effect on repurchase interest, Service quality did not have a significant effect on repurchase interest, Facilities do not have a significant effect on repurchase interest, Consumer satisfaction has a significant effect on repurchase interest. The results of the indirect influence hypothesis test showed that the variable of product diversity on repurchase interest through consumer satisfaction had a negative but insignificant effect, The quality of service for repurchase interest through consumer satisfaction has a negative but not significant effect, the facility for repurchase interest through consumer satisfaction has a positive but insignificant effect.

The Influence of Sharia Financial Literacy and Perceived Usefulness on the Decision of the Muslim Generation to Choose the Shopee Paylater

This research is motivated by the use of Shopee Paylater which is one of the most popular services. This attraction is a challenge for the Muslim generation to choose a payment method in online transactions that does not deviate from sharia principles. As data presented by CNBC Indonesia states that the younger generation was recorded as the largest contributor to paylater non-performing loans as of April 2023 at 9.7%.Islamic financial literacy is a guide for the community in managing finances in line with sharia principles. And perceived usefulness is a person's description of the usefulness of technology service products for one's performance. So the purpose of this study is to analyze the effect of Islamic financial literacy and perceived usefulness on the decision to choose the Shopee Paylater payment method. This research uses quantitative research. The data analysis method used is multiple linear regression analysis with the SPSS 25 analysis tool. The results of this study indicate that Islamic financial literacy has a significant negative effect on the decision to choose the Shopee Paylater payment method and perceived usefulness has a significant positive effect on the decision to choose the Shopee Paylater payment method. This means that if someone has a high level of Islamic financial literacy, the decision to choose Shopee Paylater will decrease. And if someone has a good perceived usefulness of using Shopee Paylater, the decision to choose Shopee Paylater will increase. So that efforts that need to be made to overcome the phenomenon of high rates of non- performing loans for the younger generation are increasing Islamic financial literacy and educating the public on the wise use of technology.

Enhancing Teacher Performance in Madrasahs through Strategic Coaching Interventions

This study investigates the effectiveness of a coaching strategy in enhancing teacher performance at Madrasah Aliyah in Parepare. This type of research is quantitative descriptive research. The participants were all English teachers at Madrasah Aliyah in Parepare. The instrument in this study is a questionnaire, namely guide question coaching for teachers. The statistical procedures used include descriptive statistics for various items in the questionnaire calculated using SPSS (Statistical Product Services and Solutions). The research results found that analysis revealed that the predominant challenges faced by teachers included social competency issues (38%), professional competencies (28%), pedagogical challenges, and personal traits affecting student engagement (8%). The research found that the use of coaching strategy empowering the teacher’s performance at Madrasah by several indicator: 1) The question of coaching guide really explores the teachers’ competencies in knowing their self-strength (teachers); 2) The coaching guide question explore the teachers thinking competencies to realize and recognizing the teacher’s problem and redesigning step by step real action plan to move to the realization act; and 3) The coaching strategy bring the teachers into braveness to confidence to measure their progression in to the real number in percentage.

The Influence of Product Quality, Price and Service Quality on Digibank Millennial Generation Customer Loyalty

Changes in the behavior of Indonesian people during the Covid-19 pandemic, who are trying to carry out financial activities virtually. Capturing the opportunities of the Indonesian people who like virtual financial activities and the increasing number of Millennial Generation has led several banks to make changes to their main business lines to digitalization. However, this change also has impacts that are starting to be felt by Digital Banks today, including a lack of customer loyalty towards the Bank they use. The diverse product quality, varying prices, and massive quality of service offered to customers are actually effective ways to open up opportunities for customers to move between Digital Banks. Based on this, research was conducted on Digibank customers to determine the influence of Product Quality, Price and Service Quality on the Loyalty of Digibank millennial generation customers. This research uses quantitative methods using 93 respondents. Research processing uses validity tests, reliability tests, descriptive tests, classical analysis tests, multiple linear regression tests, and hypothesis tests. The test results found data that loyalty was partially influenced by product quality, price and service quality, as evidenced by calculated f 95.927 > f table 2.71. Product quality has no influence on loyalty, t count 1.556 < t table 1.990. Price has an influence on loyalty t count 2.763 > t table 1.990. Service quality has an influence on loyalty, t count 4.484 > t table 1.990.

서비스 상품 전과정평가에 대한 계량서지학적 연구동향 분석

This study aims to analyze global research trends in the life cycle assessment (LCA) of service products. Using the Scopus database, we searched for LCA research published from 1970 to 2024 based on keywords, titles, and abstracts. A total of 23,970 records were obtained, of which 90.67% were published from 2010 to 2024, showing a significant increase across various fields during this period, with a CAGR of 13.6%. However, LCA research on service products was found to account for only 0.51% (122 records) of global LCA studies. Given the growing importance of the service industry and its environmental impact, it is evident that more active LCA research in the service sector is needed.

Sinergisitas Stakeholder dalam Pengembangan Mutu Pendidikan PAI di SMP N 01 Pajar Bulan

ABSTRACT The aim of this research is to increase knowledge about the role of stakeholders in developing the quality of PAI learning. Schools are a service product in education; the services referred to serve the needs of parents for their children's education, especially the needs for junior high school children's education. The choice of parents in choosing a school for their children is different from choosing a secondary school; many factors will One of the considerations for parents to make their choice is references from people they are close to or well known to who send their children to that school. This reference factor must be managed well by internal school parties with external stakeholders as quality guarantors in convincing parents of prospective students of the quality of the school institution. The goals of education in schools will be achieved if all internal components of the school can work together well and not just the internal components of the school; of course, components from outside the school are needed; the external elements of the school consist of parents of students or the surrounding community who have an interest either directly or indirectly within school institutions, the role of these external stakeholders is vital in ensuring the quality of junior high schools so that they run well and stably. Keywords: junior high school children's education, education stakeholders

Strategi Pengembangan Usaha Pada UMKM Dimsum Bandung (Studi Kasus:Mami Dimsum Bandung)

This research is a call to action, aiming to urgently formulate a business development strategy for Mami Dimsum Bandung MSMEs using SWOT analysis and Business Model Canvas (BMC). Given the crucial role of MSMEs in the Indonesian economy, especially in West Java, this research underlines the pressing need to develop appropriate strategies to improve competitiveness. The method used is descriptive qualitative, with primary data collection through interviews and secondary data from related literature. The results show that Mami Dimsum's main strengths lie in product quality and service, while its main weaknesses are limited capital and production capacity. Significant opportunities are found in the increasing demand for fast food products, while threats come from intense competition and regulatory changes. The proposed strategies include improving operational efficiency, strengthening customer relationships, and diversifying distribution channels. Implementing Business Model Canvas provides a thorough strategic overview of the key elements of the business, assisting Mami Dimsum in mapping out measurable and sustainable development steps

Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Indomaret Cabang Jatirahayu

Indomaret, as one of the largest convenience store chains in Indonesia, has become an important part of the lifestyle of urban communities. The rapid growth in the number of Indomaret outlets spread across various regions has made Indomaret the main destination for consumers looking for practical and easily accessible commodities and services. Research design is a type of research in which researchers design learning materials (such as learning activities and learning trajectories) for a particular topic and also at the same time build a theory about the learning process for that topic. Based on the results of the research that has been carried out, the results show that in the tests carried out on product quality variables, partial influence on purchasing decisions is significant. Based on the results of the t test carried out, it shows that the tcount value is greater than the ttable value, namely 4.392 2.322 with a significance level of 0.025 0.05. research results and discussion as well as hypothesis testing which aims to analyze the influence of product quality and service quality on consumer satisfaction.

THE INFLUENCE OF SERVICE QUALITY, PRODUCT AVAILABILITY, PRICE AND LOCATION ON CUSTOMER SATISFACTION AT CESPLENG PHARMACY

In the field of health services, the availability of medicines in complete types and quantities is a target that must be achieved through these factors being taken into consideration when conducting research on the influence of service quality, product availability, price, and location on customer satisfaction, especially at cespleng pharmacies. The research was carried out around the pharmacy business area, which is the community and road users, and obtained a total of 175 respondents who then carried out sample testing using SPSS v.23 using multiple linear regression analysis testing which found that service quality., product availability, price and location had significant value and so good that it can have an influence on customer satisfaction

The Influence of Service Quality and Product Quality on Customer Trust and Loyalty at Perumda Air Minum Jaya (PAM JAYA)

This research aims to determine the service quality and product quality of customer trust and loyalty of PERUMDA AIR MINUM JAYA (PAM JAYA), both directly and through intervening variables or indirect effects. This study uses a quantitative approach to explain the positions of the variables studied and the relationships between one variable and another. This research will demonstrate the causal relationships between variables through hypothesis testing. The data analysis technique is SEM-PLS with a total sample size. The study results show that all seven hypotheses proposed in the SEM-PLS model are accepted. This research implies that the management of PERUMDA AIR MINUM JAYA (PAM JAYA) is advised to conduct regular training for employees to improve their ability to provide responsive and professional services.

THE EFFECT OF SERVICE QUALITY, PHYSICAL ENVIRONMENT, PRODUCT DIVERSIFICATION, AND PRICE PERCEPTION ON CUSTOMER LOYALTY OF TOKO TANI JAYA IN BANYUWANGI REGENCY

This research aims to determine and analyze the influence of service quality, physical environment, product diversification and price perceptions on customer loyalty at the Tani Jaya Store in Glenmoren District. The location of this research is at the Tani Jaya Shop in Kalibaru District, Banyuwangi Regency. This type of research uses quantitative methods with a sample size of 150 respondents and uses representative sampling techniques using data collection techniques in the form of questionnaires to respondents. The data analysis technique for this research uses instrument testing, classical assumptions and multiple linear regression. The analysis results obtained show that service quality, physical environment, product diversification and price perception have a positive and significant effect, both partially and simultaneously, on customer loyalty at Tani Jaya Stores, with a level of influence contribution of 0.769 or 76%.