Aspects Of Service Quality Research Articles

Pemodelan Simulasi untuk Mengurangi Antrian pada Fasilitas Layanan Kesehatan

Service is the main indicator of the sustainability of a service. The quality of services is the main factor that must be considered in maintaining the existence and competition of services, including health facility services. This research was conducted at one of the health service providers in the city of Batam. One aspect of health service quality is queuing service. Therefore, the quality of service in the queuing system in health facilities is an interesting thing to research. This research measures the level of optimality of the queuing system currently in effect at the Saffira Mitra Medika clinic. The measurement focuses on service time, the number of patients served, and the waiting time for patients to be served in the queue system. The results of measuring the current queuing system are compared with other proposed queuing system scenarios, so that the level of patient satisfaction as customers is met. The proposed queuing system was obtained through a simulation approach, with the help of Flexsim software. A simulation approach was chosen to facilitate modeling in the proposed queuing system

BIMBINGAN DAN PENYULUHAN TENTANG PENTINGNYA LOYALITAS PELANGGAN MELALUI KUALITAS PELAYANAN PADA BENGKEL SUDIMORO DIESEL DI MALANG

The purpose of this PKM is to find the problems faced by the Sudimoro Diesel workshop business on Jalan Sudimoro Dalam No.35 RT.6 RW.7 Sudimoro, Kel. Mojolangu, Kec.Lowokwaru Malang City and at the same time provide the right solutions in order to achieve increased knowledge and skills in the field operational, especially in the field of marketing management, especially Service Quality and Customer Loyalty. The methods used are: observation, to observe activities carried out both in the field of marketing, then interviews, explored to find problems and solutions that will be offered and simulations, to find the most appropriate alternative to market goods more effectively. With the completion of this service program, entrepreneurs are expected to pay attention to how to make customers satisfied, then customers voluntarily recommend to others, and customers will return to the garage, if in the future they have problems with their cars, Partners are expected to pay attention to aspects of service quality, such as: appearance when serving customers, especially the clothes still haphazard, then given a uniform, there is no place to sit/wait then made a place.

Evaluasi Perspektif Pengguna Terhadap Sistem Informasi Pemerintahan Daerah (Studi Kasus di Kabupaten X)

Changing the SIMDA application to SIPD requires operators to adapt. This research aims to evaluate the implementation of SIPD in District X using the System Usability Scale (SUS) method and the Delone and Mclean Success Model. Then to find out which parts must be maintained and which must be improved using the Delone and Mclean Success Model. This research uses a mix method, through quantitative analysis using descriptive statistics followed by qualitative analysis using interviews. There are three types of information systems in SIPD, regional development information systems, regional financial information systems, and other regional government information systems. The SUS results show that these three types of SIPD have not been fully accepted by operators. An information system that is considered to be newly implemented is one of the factors why this information system has not been well received by users. The results of the analysis using the DeLone and McLean success model also show results that support the SUS analysis. The aspect that received the lowest score was the quality aspect of the information system. Meanwhile, the aspect that is considered the most satisfying is the service quality aspect. Services in the form of technical guidance have been provided by SIPD developers, but this needs to be done intensively, especially if there is an update to the information system. The suggestion from this research is that SIPD developers should provide more intensive technical guidance to operators and develop SIPD so that it is integrated with other applications.

Front-desk workforce cultural diversity and its implications for service quality in the accommodation sector: a case from Australia

ObjetivoEl idioma y el dialecto, las costumbres y las actitudes de servicio son sólo algunas de las características que hacen que cada cultura sea única. En consecuencia, la presencia de personas de diferentes culturas durante un encuentro de servicio puede repercutir en la calidad del servicio, ya que lo que constituye una buena calidad de servicio se percibe de forma diferente en las distintas culturas. Como país con una sociedad multicultural, los inmigrantes culturalmente diversos de origen no angloparlante (NESB) desempeñan un papel cada vez más importante en el sector de la hostelería y el alojamiento en Australia. Dentro de este contexto regional, este estudio contribuye a una comprensión más sólida de la influencia de la diversidad cultural de la mano de obra en diferentes aspectos de la calidad del servicio de recepción en el sector del alojamiento.Diseño/metodología/enfoqueEn este estudio cualitativo se realizaron 31 entrevistas en profundidad semiestructuradas a huéspedes, personal de recepción y gerentes de apartamentos en Australia Occidental, seguidas de entrevistas de validación con cinco expertos en gestión de recursos humanos del sector de la hostelería.ConclusionesLos resultados de las entrevistas sugieren que la diversidad cultural del personal de los NESB afecta a varios aspectos de los servicios de recepción de los alojamientos australianos, como la calidad de la comunicación, la interacción entre el personal y los huéspedes y la satisfacción de éstos. Los hallazgos señalan que el personal de recepción de los NESB culturalmente diverso puede (1) enfrentarse a barreras de comunicación intercultural debido a los diferentes acentos extranjeros y a la presencia de jerga local, (2) mejorar la interacción huésped-personal y la experiencia general del huésped en caso de tener antecedentes culturales similares con los huéspedes, y (3) proporcionar representaciones auténticas del multiculturalismo en Australia.Originalidad/valorEl estudio arroja nueva luz sobre las cambiantes percepciones y expectativas de autenticidad de los turistas, especialmente en Australia, donde la diversidad cultural ha cobrado mayor protagonismo. Además, en el servicio de alojamiento australiano, muchos empleados de NESB que han aprendido inglés americano/británico tienen dificultades para conversar con personas con acento australiano, sobre todo cuando también está presente la jerga australiana.

Measuring the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty in the Banking Sector of Nepal

This study aims to examine the mediating effect of customer satisfaction in the relationship between service quality and customer loyalty in the banking sector of Nepal. Tangibility was taken as hard aspect and two dimensions; responsiveness and assurance were taken as soft aspects of service quality to measure customer satisfaction and loyalty. 384 customers of three commercial banks operating in Kailali district i.e. Rastriya Banijya Bank, Nabil Bank and Global IME bank were surveyed using structured five-point Likert scale questionnaire. Data was collected via online and field surveyusing convenience sampling method.The research hypotheses were tested using Structural equation modeling (SEM) with the help of AMOS-22 software. The findings of this study revealed that there is significant positive relationship between service quality, customer satisfaction and loyalty. It means higher the service quality helps to increase customer satisfaction and loyalty. Customer satisfaction has partial mediation effect in the relationship between service quality and customer loyalty. The results of this study will help bank mangers to focus on their customer’s satisfaction and loyalty in order to develop the strategy for competitive advantages. Future researchers can conduct their study on serial and parallel mediation effect of customer satisfaction in service quality and customer loyalty.

Analisis Strategi Rumah Makan Padang Sinar Dalam Memenuhi Customers Expectations

This research aims to determine the strategies used by Padang Sinar Restaurant in meeting customer expectations in the culinary industry. This research emphasizes the importance of understanding and anticipating customer needs to maintain competitive advantage. This research also explores the concept of customer expectations and its relationship with service quality. This research discusses various aspects of service quality and consumer behavior. It was stated that service quality is very important for businesses to measure their performance and meet customer expectations. This research also introduces the concept of Servqual, a tool used to measure service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research also briefly discusses the importance of price and value in consumer decision making. This research discusses the importance of providing value and satisfaction to customers so that companies can be successful. This research uses qualitative research methods with a descriptive approach. The data collection technique uses observation or observations, interviews with restaurant staff and several customers and Focus on Discussion. The strategy carried out by Padang Sinar Restaurant includes increasing service speed, responsiveness and transactions, as well as using a 4P marketing approach. The conclusion emphasizes the need for continuous improvement in service and product quality to meet customer expectations.

Kualitas Pelayanan dan Loyalitas Anggota Koperasi Syariah di Indonesia

Cooperative members are the most crucial part of the activities conducted by cooperatives. Cooperatives also contribute to realizing economic prosperity, both for their members and the surrounding community. The purpose of this research is to examine the relationship between service quality and the loyalty of members of sharia cooperatives in Indonesia. The research was conducted using a qualitative method with a literature review approach. The results show that the aspect of service quality has a significant influence on the loyalty of members of sharia cooperatives in Indonesia. This phenomenon is evident in several Islamic cooperatives in Indonesia, reflecting a positive relationship between service quality and member loyalty. The research findings are expected to serve as a guide and consideration for sharia cooperatives and stakeholders in their efforts to retain members and encourage them to continue using the services of sharia cooperatives.

Analisa Kepuasan dan Kualitas Pelayanan Pelanggan Pada Pemesanan Makanan Menggunakan Metode Servqual

So that in the future the decline in the number of customers can be minimized it is hoped that the number of customers will continue to increase to identify aspects of service quality that influence consumer perceptions of Nako coffee, as well as the extent of the gap between consumers' expectations and real experiences in consuming this coffee. .the aim of this research is to increase the coffee industry's understanding of marketing and product development while contributing to improving service quality in this specific coffee context. Servqual methodology is used as a research framework to measure dimensions of service quality, involving consumer surveys and statistical analysis to evaluate perceptions consumers are expected to provide in-depth insight into consumers' expectations and perceptions of Nako coffee, providing a basis for coffee industry stakeholders to improve marketing and service strategies. The influence of customer satisfaction when seen from the quality of service that has been met and must be maintained, but if seen from satisfaction There is a gap between customer expectations and the reality of the service received with a value of less than 1, so it can be said that customer satisfaction is still not optimal. There is a gap in reliability and assurance, the value of the gap is minus because expectations are greater than reality, while tangible, responsiveness, and empathy the reality assessment is greater than expectations, there are no negatives, then the quality of the product and service as assessed by customers is good.

Online Satisfaction and Hotel Booking Intentions: An Information System Success Model Perspective

Online travel agencies (OTAs) have increased their market share in online hotel booking as the internet has grown exponentially. The present study aims to apprehend travellers using the internet to search and book hotels on the OTA website. Moreover, regarding online satisfaction, this study also tries to find user satisfaction and intention to book the hotel by extending the information system success model. A partial least-square (PLS) structural equation modelling approach was used to assess a research model that included three variables: system quality, information quality, and service quality. A total of 225 usable responses were obtained and analyzed using SmartPLS software. The findings revealed that information satisfaction and service satisfaction significantly influence the online booking intentions. The findings give valuable insights to the OTA website and OTA app developers on how they should postulate complete and accurate information while considering the service quality aspects to influence hotel booking. This research has extended the body of knowledge on online satisfaction and hotel booking intention by implementing and expanding the information system success model.

The Effect of Service Quality on Customer Satisfaction at Securities Companies

This research aims to investigate the influence of service quality on customer satisfaction in the context of securities companies using the SERVQUAL approach. Securities companies have a crucial role in the financial markets, and customer satisfaction is a vital indicator in maintaining and increasing their market share. The SERVQUAL approach is used as a framework for measuring service quality by identifying five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy.The research methodology involves surveying customers of randomly selected securities firms. The data collected is then analyzed using relevant statistical methods to test the relationship between service quality variables and customer satisfaction. In addition, this study also considers demographic factors and customer experience as possible control variables influencing results.It is hoped that the results of this research will provide a better understanding of how aspects of service quality, such as speed in responding to customer questions, the accuracy of information provided, and the level of empathy of securities company staff, influence the level of customer satisfaction. These results are expected to help securities firms improve their service strategies, increase customer retention, and gain a competitive advantage in an increasingly competitive marketplace.This research is expected to provide valuable information for company executive securities, financial industry practitioners, and other researchers who are interested in understanding the dynamics of the relationship between service quality and customer satisfaction in the context of securities companies. Apart from that, this research can also be a basis for further research that explores other factors that influence customer satisfaction and effective strategies to increase it

The Relationship Between Service Quality and Outpatient Satisfaction at the UPTD Puskesmas Bokat

The service quality to the community depends on the individual actor and the system used. Doctors, nurses, and medical and non-medical support staff who work at Community Health Centers must understand how to serve their customers well, especially patients and patient families, because they are the primary consumers at Community Health Centers. The aim of this research is to determine the relationship between service quality and the level of outpatient satisfaction at UPTD Bokat Health Center. The research design used was the Observational Analytical method with a cross-sectional approach. The data obtained was then analyzed univariately, bivariate, and multivariate. The sample in this study consisted of 187 respondents. The tests used are chi-square and logistic regression analysis. The research results show a relationship between service quality and patient satisfaction seen from the bivariate analysis results with each aspect of service quality. The element of Accuracy of service p-value= = 0.000, the part of Ease of obtaining Information p-value = 0.000, and the element of Convenience p-value= = 0.001. The conclusion is that there is a relationship between service quality and outpatient satisfaction at the Bokat Community Health Center UPTD.

Assessment of the influence of managerial service quality on occupants’ satisfaction in Housing Estates in Abuja, Nigeria.

In the rapidly developing Federal Capital of Nigeria, Abuja, understanding the relationship between managerial service quality and occupants' satisfaction is crucial for sustainable housing development. This study addresses this by assessing the influence of managerial service quality on occupants' satisfaction in housing estates in Abuja, Nigeria. Notably, there is a dearth of information on occupants’ satisfaction of housing estates within the Nigerian context, existing studies mainly focus on the physical environment. Using a survey-based cross-sectional design, data was collected through structured questionnaires from two housing estates in Abuja, focusing on occupants' perceptions of managerial service quality components. The study evaluated four key aspects of managerial service quality as independent variables: Facility Management, Management's Responsiveness to Complaints, Waste Management, and Environmental Hygiene. The data underwent inferential analysis, with correlation analysis gauging the strength and direction of the relationship between the dependent and independent variables, and multiple regression analysis used for hypothesis testing. Preliminary findings revealed a positive correlation between managerial service quality and occupants' satisfaction. From the results of multiple regression analysis, three hypotheses revealed a significant positive relationship with occupants’ satisfaction, while one hypothesis showed an insignificant but positive relationship with occupants’ satisfaction. This study underscores the critical role of effective estate management in improving occupants' quality of life and fostering sustainable urban development. Findings from the study can inform policymaking, shape property management practices, and empower housing estate administrators to meet the evolving needs and expectations of housing estate occupants.

Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Despite the plethora of research studies conducted on service quality and customer satisfaction in the realm of artificial intelligence, there remains a significant gap in the literature when it comes to robo advisors. Robo advisors, automated platforms that provide algorithm-based financial advice and investment management, are gaining popularity as an alternative to traditional financial advisors. Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence, yet none have specifically addressed robo-advisors. This research aims to fill the gap and shed light on the crucial aspects of service quality and customer satisfaction within the context of robo advisors. The study will examine the key determinants of service quality offered by robo advisors, considering factors such as the accuracy of financial advice, user interface design, response time, transparency, and communication efficiency. Furthermore, the research seeks to investigate the factors influencing customer satisfaction in their interactions with robo advisors. It will explore the users' perception of robo advisors' reliability, trustworthiness, personalized experience, and the level of control they have over their investments. The outcomes of this research are expected to contribute valuable insights into understanding the strengths and weaknesses of robo-advisors concerning service quality and customer satisfaction. This study is expected to benefit financial service providers, policymakers, and investors by identifying the areas of improvement for robo advisors and enhancing the overall customer experience.

Challenges for Latvian Apartment Building Management Companies Regarding with Performance of their Services on the Way to Maintain Sustainable Housing Fund

Abstract The legislation of the Republic of Latvia in the field of apartment building management are not enough effective both for apartment owners and apartment building management companies due to complicated decision-making procedure, which slows down the management process, and as consequences are clients‘ unsatisfaction with apartment management service. Within this research authors studied theoretical aspects of service quality, studied apartment building management system in Latvia and compared it with Finland. Finland was chosen due it is located geographically close to Latvia, and Latvia is closer to the Scandinavian culture and lifestyle. Authors made survey of apartment building owners and made interview with expert to find out the current problems of apartment building management services. A monographic and descriptive method was used to analyze the theoretical aspects of service quality, secondary data analysis and expert interview were used to describe the situation of industry of apartment building management services, but quantitative research method such as survey of the clients of the apartment building owners, in connection with the comparative, analytical, deductive, logical approach method was used in this research.

Investigating the Determinants of Students' Trust in Budi Utomo Binjai Vocational, Indonesia

Educational institutions are organizations that are very important in increasing the competence of people in a country. The products offered by a school are services in the form of learning and guidance that can improve the abilities of its students. Furthermore, to determine the level of school credibility is also very much determined by the level of student satisfaction and trust in the school. This study seeks to examine the effect of service quality aspects on student trust and examine the mediating role of the satisfaction variable on the effect of service quality aspects on student trust. This study uses an explanatory approach with quantitative data types. Determination of samples in this study using the technique of purposive sampling which resulted in 204 students being research respondents. The analysis technique used in this study is SEM with Smart PLS. The results of this study found that Empathy, Responsiveness, Reliability, Assurance and Physical Appearance did not have a significant effect on students' trust. Based on the results of the mediation test it was found that student satisfaction was able to mediate the influence of Empathy, Reliability, Assurance and Physical Appearance on student trust.

Enhancing quality requirements management in retailing industry: The role of Quality Function Deployment

PurposeSmall retail stores in the luxury market face significant challenges due to fluctuations in market demand. This task turns challenging as it requires effectively coordinating and translating customer needs into specific requirements that align with retail goals and available resources. However, limited empirical research exists investigating how managers can address service value and quality attributes in small retail stores. This article aims to bridge this gap by investigating the role of quality function deployment (QFD) in improving market and quality requirements management in small retail stores.Design/methodology/approachBased on the case study, a customer survey was initially conducted to gather information on critical characteristics valued in the luxury retail segment. QFD was used to assist the company in identifying and prioritizing key quality attributes to meet customer requirements effectively.Findings The findings demonstrate that implementing QFD in small luxury retail stores empowers managers to identify previously neglected product and service quality aspects. The article shows that QFD informs organizational adaptations that align with the demands of the retail market, leading to an improved ability to meet customer expectations and enhance customer value through the development of enhanced products and services. The study showcases the efficacy of the tested methodology in effectively capturing and prioritizing both tangible and intangible customer needs in retail.Practical implications Findings offer valuable insights to retail managers of small luxury stores, providing actionable market-oriented strategies. By implementing the recommended practices, managers can improve the store’s competitiveness and better cater to the customer base.Originality/value This study contributes to bridging persistent knowledge gaps by addressing the unique context of small luxury retail stores and introducing the application of QFD in this setting. The insights gained from this research are relevant to both retailing and quality management literature. Considering the growing prevalence of transformations in the retail industry, the study provides practical implications for retail managers in effectively navigating these changes.

ANALISIS KINERJA BIROKRASI PEMERINTAHAN DESA PADA PERANGKAT DESA PAREREJO KECAMATAN PURWODADI KABUPATEN PASURUAN JAWA TIMUR

The purpose of this study was to determine the Performance Analysis Of Village Government Bureaucracies In The Development Of Parerejo Village, Purwodadi District, Pasuruan District, East Java. This study uses a descriptive qualitative research method. The results of this study are based on indicators in Agus Dwiyanto's theory (2006: 50) regarding the measurement of the performance of the public bureaucracy as follows: (1) the performance of the Parerejo Village Government Bureaucracy has fulfilled the Productivity aspect due to work achievements by maximizing massive organizational evaluation. (2) The performance of the Parerejo Village Bureaucracy has fulfilled the Service Quality aspect because it has SOP as a public service mechanism. (3) The performance of the Parerejo Village Bureaucracy has fulfilled the Responsiveness aspect because it makes community complaints material for organizational evaluation in improving the quality of performance. (4) The Bureaucratic Performance of Parerejo Village has fulfilled the Responsibility aspect because it opens the widest possible forum for public participation. (5) The performance of the Parerejo Village Bureaucracy has met the Accountability aspect because it opens a public participation forum through a Joint forum or media portal as a form of Village Government accountability to the Community.

Increasing Revisit Intention Affected by Customer Satisfaction as a Mediation Factor

The purpose of this study is to assess the impact of Brand Image and Service Quality on Revisit Intention via customer satisfaction at Hotel Santika Premiere Malang. Data from respondents was evaluated quantitatively to gain critical insights into the hospitality business, notably in terms of Brand Image and service quality, in order to improve customer satisfaction and revisit intention. According to the findings, brand image has no effect on revisit intention, however service quality has a favorable and considerable impact on revisit intention and customer satisfaction. The assurance and tangibles components are aspects of service quality that have a substantial impact on customer satisfaction. Customer satisfaction, according to this study, is critical in the link between Brand Image and Service Quality with Revisit Intention. When clients are pleased with the services they receive, the brand can improve their desire to return. As a result, this study emphasizes the need of enhancing service quality in order to increase customer satisfaction and encourage consumers to return and utilize the same hotel services. These findings have a substantial impact on the development of business success in the hospitality industry through successful marketing strategies and client loyalty programs.

Study of the Influence of Price, Service Quality, Satisfaction, and Repurchase Intentions at Citramulia Travel and Tour Lombok

This study investigates the impact of price and service quality variables on repurchase intentions in the context of travel services and tour operator activities post the Covid-19 pandemic. It explores whether consumer satisfaction mediates the relationship between price, service quality, and repurchase intentions. Using a quantitative explanatory research design, the study involves a sample of 110 individuals intending to purchase Travel services and tour operator activities from Citramulia Travel and Tour Lombok between the post-Covid-19 period and December 2022. Data collection entails distributing questionnaires after instrument validation and reliability checks. Analysis shows that prices have a non-significant, negative effect on repurchase intentions, while service quality significantly and positively influences repurchase intention. Consumer satisfaction plays a significant role in enhancing repurchase intentions. Affordable pricing positively affects consumer satisfaction, leading to increased repurchase intentions. However, certain aspects of service quality, like reliability, responsiveness, and tangibles, negatively impact overall satisfaction. Consumer satisfaction partially mediates the relationship between price and repurchase intention. In contrast, it does not mediate the association between service quality and repurchase intention, as the direct positive effect of service quality on repurchase intention remains. This study offers insights into the interplay among price, service quality, consumer satisfaction, and repurchase intentions in the post-Covid-19 travel services and tour operator activities landscape.

Quality aspects vs consumption values: What affects intention to book hotels in the post-Covid era?

The Covid-19 pandemic had affected the hospitality sector the most due to lockdowns and other government restrictions. As hotels are trying to recover from the losses suffered during the pandemic, hotels can prepare better strategies if they are able to understand the factors affecting customers’ intention to book hotels in the post-Covid era from the Service Quality (SERVQUAL) and Consumption Value Theory lens. Based on a multi-method study containing 33 qualitative interviews, 18274 online reviews and 311 survey responses, it was found that customers prefer ‘less-crowded clean hotels’ which follow Covid-related guidelines properly. The customer reviews about hotels revealed consumption values like, epistemic (“view”, “spacious”), functional (“food”, “location”), conditional (offers/discounts), and service qualities like, customer service (food quality, staff behavior, room cleanliness), and empathy (comfort, peacefulness). The quantitative analysis found that reliability, brand credibility, and brand loyalty affect customer’s hotel booking intentions. This multi-method study contributes to the existing literature on the values and quality aspects that affect customer behavior in the hospitality and tourism segment. Findings of this study will thus help managers to make better strategies by providing a better view of the consumption values and service quality aspects that affect customer’s hotel booking intention in post-pandemic era.