Service Quality Dimensions Research Articles

The Relationship between the Level of Satisfaction of Blood Delivery Workers with Five Dimensions of Service Quality at UDD PMI Bekasi Regency in 2023

(1) Hospital Blood Bank (BDRS) is one of the health service facilities to meet the needs of blood transfusions of patients but does not rule out the possibility that blood stocks in BDRS are not available so they require assistance from the Indonesian Red Cross Blood Donor Unit (UDD PMI) in meeting the blood needs of patients. UDD PMI Bekasi Regency is carried out almost every time, regardless of the time and weather at that time. Blood collection is usually done by special officers from the hospital. This officer is what connects the chain of blood requests BDRS to UDD PMI Bekasi Regency, where later the officer will carry out blood retention and memory. (2) This research aims to determine the level of ability to use five dimensions quality services to have reliability, response, empathy, and blood transmission in UDD PMI District Bekasii. (3) Methodology This study by distributing questionnaires to 52 blood delivery officer respondents, data processing using data analysis of satisfaction index and ordinal logistic regression, namely simultaneous tests, partial tests, and model conformity tests (Hosmer-Lemeshow Goodness-of-fit Test). (4) The results of this study show that the level of satisfaction of blood delivery officers is based on five dimensions of satisfaction with UDD PMI district services. Bekasi has very satisfactory criteria.

Kepuasan Pelanggan pada Kualitas Layanan Bengkel Amien Jaya Motor Bangkalan

The aim of the study was to determine the effect of the dimensions of service quality which include tangibles, reliability, responsiveness, assurance and empathy on customer satisfaction at the Amien Jaya Motor workshop. This study used a quantitative method with a survey research type. This research was conducted at the Amien Jaya Motor Workshop involving 97 people or a questionnaire. Based on the results of the t test on tangible variables it has a significant effect on customer satisfaction while the t test on the reliability variable has a significant effect on customer satisfaction for the t test on the responsiveness variable also has a significant effect on customer satisfaction. In the t-test, the assurance variable has a significant effect on customer satisfaction, while in the t-test, the empathy variable also has a significant effect on customer satisfaction. Based on the results of the elaboration above, the quality of service which includes (Tangibles, Reliability, Responsiveness, Assurance, and Emphaty has a positive and significant simultaneous effect on customer satisfaction at Amien Jaya Motor (AJM) workshops). This can be proven by the results of the partial test (t test) the result shows that the f-count value is greater than the f- table so that it can be concluded that service quality affects customer satisfaction.

The Effect of Service Quality Dimensions, Perceived Value, Customer Satisfaction, and Brand Love toward Customer Retention on First Media’s Subscribers

In the dynamic telecommunications sector, customer retention is of paramount importance for companies like First Media in Indonesia, given the rapid technological advancements and increasing demand for high-quality services. This study explores the factors influencing customer retention, including service encounter communication, internet service quality, service convenience, perceived value, customer satisfaction, and brand love. Service encounter communication, service convenience, and internet service quality are examined in relation to their effect on perceived value, customer satisfaction, and customer retention. A comprehensive survey was conducted using Google Forms, with 49 indicators distributed across these variables, and data analysis was performed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The results indicate that service encounter communication has a positive and significant effect on perceived value, customer satisfaction, and customer retention. Service convenience positively affects customer satisfaction but does not affect perceived value or customer retention. Internet service quality has a positive influence on perceived value. Perceived value enhances customer satisfaction, leading to improved customer retention and brand love, which in turn positively influences customer retention. This study provides valuable insights for First Media to enhance customer retention and satisfaction. However, it has limitations in terms of variable selection and testing, suggesting opportunities for future research to explore additional factors contributing to customer retention and brand management.

Service Quality Dimension and Its Importance for Indonesia Health Care Provider Improvement

Service Quality Dimension and Its Importance for Indonesia Health Care Provider Improvement

ANALISIS PENANGANAN KELUHAN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA HIDAYAH KOTA BENGKULU

Responsiveness is one of the dimensions of service quality that is important for assessing the extent to which service providers can respond to customer requests and complaints quickly and appropriately. This research aims to determine the responsiveness of public services in handling customer complaints at PDAM Tirta Hidayah, Bengkulu City. The method used in this research is a qualitative method with a descriptive approach. The theory used in this research is the Responsiveness theory from Zeithml, using 4 theoretical indicators, namely, ability to respond to society, speed of service, accuracy of service, and timeliness of service. The results of the research show that PDAM Tirta Hidayah, Bnegkulu City has attempted to increase responsiveness in handling customer complaints, but based on findings in the field, PDAM Tirta Hidayah still lacks response in terms of timeliness in making service improvements to customers. These findings are expected to provide input for PDAM Tirta Hidayah in improving service quality and customer satisfaction. Keywords: Responsiveness, Public Service, Customer Complaints

Exploring the Usage Effectiveness of a Nursing Charge System.

The nursing charge system for inpatient accounting has been utilized in healthcare institutions for years. However, the level of its effectiveness in meeting the needs of nursing services, including further development, has not been systematically evaluated. A cross-sectional study based in Delone and McLean's information system success model was applied to explore the level of effective nursing charge system usage across the five dimensions of system quality, information quality, service quality, user satisfaction, and net benefits. We conducted a survey of the inpatient units of a medical center in Taiwan from June 23, 2021, to July 23, 2021. A total of 214 valid questionnaires were collected. Using a 5-point Likert scale, the dimension with the highest score was information quality (3.71), followed by service quality (3.37), user satisfaction (3.36), net benefits (3.31), and system quality (3.23). Older nurses ( r = -0.176) and those with more clinical experience ( r = -0.151) viewed the nursing charge system as having less information quality. The comfort level with using the computer was positively associated with system quality ( r = 0.396), information quality ( r = 0.378), service quality ( r = 0.275), user satisfaction ( r = 0.417), and net benefits ( r = 0.355). The opinions of nurses are vital. User feedback and advice should be investigated regularly to achieve system optimization.

Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia

In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality.

Drivers and outcomes of airline passenger satisfaction: A Meta-analysis

In the competitive environment of air transport management, airline passenger satisfaction is critical to customer loyalty, operational feedback, financial performance, and regulatory compliance and rankings. Research on airline passenger satisfaction has evolved and matured, shaped by industry dynamics and passenger expectations. However, only some studies have systematically assessed the key drivers and outcomes of airline passenger satisfaction. Consequently, this research provides a meta-analysis of the relationships between the critical drivers of passenger satisfaction and attitudinal and behavioural outcomes within the airline industry. A meta-analysis of 95 empirical studies revealed that perceived service quality and perceived value positively impact passenger satisfaction, with varying effect sizes. Passenger satisfaction had a significant direct and indirect effect on various behavioural intentions and on the willingness to recommend an airline, with gender moderating the relationship between perceived value and satisfaction. Among the perceived service quality dimensions, in-flight service had the greatest effect and was critical to passenger satisfaction. A conceptual model containing mechanisms to achieve affirmative behavioural responses through passenger satisfaction is provided for airline practitioners to formulate long-term success.

Service Quality and Personal Attitudes as Predictors of Overall Satisfaction with Public Buses: A Case Study in Kathmandu, Nepal

This study analyzes the effects of certain variables on bus service quality (SQ) and how SQ and personal attitudes affect satisfaction with public buses. A total of 552 responses were collected using a questionnaire that captured socioeconomic and trip characteristics, satisfaction ratings for SQ attributes, and the personal attitudes of consumers. Factor analysis was used to uncover unobserved latent features and to generate two measurement models: for SQ and for personal attitudes of bus users. Three latent variables (“information, safety and security”, “comfort”, and “accessibility/availability”) were observed that signify SQ. Simultaneously, two latent variables (perceived value, and behavioral intention and involvement) were obtained representing the attitude of customers. A structural equation modeling method was employed to compute interconnections among these variables. Information and safety and security had a major influence on SQ followed by comfort and accessibility/availability. Similarly, perceived value had a greater impact on personal attitudes than that on behavioral intention and involvement. Findings also show that evaluating overall SQ is better explained when consumers rate the service quality of buses after knowing about the various attributes. Findings revealed that the overall satisfaction of customers with bus services was influenced more by SQ-related attributes than by personal attitudes. The study also provided insights into public bus service quality improvements that must be emphasized and enhanced to increase ridership. This understanding of connections among SQ, personal attitudes, and overall satisfaction can assist transit officials in developing effective strategies and investment plans to meet the needs of passengers and boost customer satisfaction with public buses.

Applying the Kano model and QFD to improve the service quality of Kinmen County government’s overseas residents service centers in Taiwan

This study explores the attributes of service quality for overseas residents provided by island county governments, using the example of the Kinmen County Government’s service center in central Taiwan. This research aims to identify key service elements that can enhance the satisfaction of Kinmen overseas residents. Drawing upon the SERVQUAL scale and a comprehensive literature review, service quality is divided into five dimensions: “administrative service,” “life counseling,” “information provision,” among others, comprising 24 service quality elements. A total of 311 valid questionnaires were collected through a survey, and Kano’s two-dimensional quality and IPA analysis were used to classify service factors. The Kano two-dimensional quality analysis revealed that “employment counseling,” “entrepreneurship counseling,” and “setting up service counters at airports and terminals during festivals” belong to attractive quality. Nine elements were classified as “one-dimensional quality” and “must-be quality,” including “one-stop service,” “exclusive consultation hotline,” and “exclusive website reveals information.” Through Quality Function Deployment (QFD), service elements that align with Kano’s two-dimensional quality and IPA priority improvement were selected for detailed study, including “financial assistance in emergencies,” “subsidy for transportation expenses back home,” “subsidies for education allowances,” and “various subsidy application information.” Following expert discussions and questionnaire surveys, eight strategies for improving key service quality elements were identified. This research not only provides actionable insights for the Kinmen County Government but also offers valuable strategies that can be applied to similar contexts globally, where remote and rural populations require specialized governmental support.

Examining Citizens’ Expectations and Perceptions About Service Quality in Public Sector: Adapting a Hybrid Public Service Quality Model to the Local Context

ABSTRACT The empirical study examines citizens’ expectations and perceptions about service quality in three major public institutions. The article adopts a quantitative approach. Citizens’ expectations and perceptions about service quality in the context of public institutions were examined through a questionnaire, utilizing a hybrid model of SERVQUAL with private and public service quality dimensions. The article presents the results of a quantitative study (sample of 310 citizens), distributed across three public institutions, illustrating factor, gap, paired correlation and one-way analysis of variance (ANOVA) of survey data. For factor extraction, rotation and interpretation, the Oblimin rotation technique was used, determining inter-correlation among the public service quality factors. As for ANOVA analysis, Levene’s test was used to verify the homogeneity of variance assumption (the variance in scores for each group of customers). The findings of the study suggest the re-distribution of components under the refined service quality factors. Different items of initial service quality dimensions are rotated under newly created factors. Gap analysis reveals no variations in terms of citizens’ expectations across public institutions, but suggests significant differences among public entities in regard to perceptions of services acquired. Adapted Hybrid Public Service Quality model will assist public institutions in developing and tailoring service quality management systems to citizens’ needs. This is the first attempt to carry out a quantitative approach to researching Service Quality in public institutions. The primary contribution of the study is that it has tested a hybrid model for measuring perceived public service quality, integrating service quality dimensions both from public and private sectors and proposed a refined model fit for the local context considering citizens’ characteristics and the current state of the public sector experiencing a shift toward modernization of services.

Investigating the Preference on Public Transport in a Metropolitan Area of Lampung Province, Indonesia

Metropolitan areas grow and develop as the region's population grows and travels to meet needs such as education, work, family matters, and business. Kotabumi and Bandar Lampung are two of the regions that have grown faster in recent years as a result of the construction of the trans-Sumatera toll road, while railway has been operating for more than two decades. The main objective of this works is to explore preference towards public transport with service quality attributes. The minibus mode or "travel" in Indonesia is defined as transportation services that pick up passengers. This study surveyed 384 commuters who used three modes of transportation: rail, bus, and minibus with relatively different service characteristics and trip purposes of school/college (35%), leisure (28%), family affairs (19%), work (14%), and business (4%) and represented predominantly an age range of 17 to 55 years (97%). The rail mode's utility value was 4.383, while the bus and minibus modes' utility values were 3.751 and 3.737, respectively. Because utility value reflects the level of user satisfaction with the overall attributes and service quality, the rail mode has a much higher probability of being chosen by respondents, with a probability level of 48.65%, compared to the bus and minibus modes, which have a probability level of 25.86% and 25.49%, respectively.

The Role of Service Quality Attributes and Perceived Value in US Consumers’ Impulsive Buying Intentions for Fresh Food E-Commerce

The Role of Service Quality Attributes and Perceived Value in US Consumers’ Impulsive Buying Intentions for Fresh Food E-Commerce

Analysis of Risk Factors for the Quality of Health Services in Primary Health Facilities: An Observational Study in North Bengkulu Regency, Indonesia

Primary health care (PHC) is crucial for overall health system performance, particularly in developing nations. However, variations in the quality of PHC services in Indonesia, particularly in North Bengkulu Regency, raise concerns. This study aimed to identify and analyze risk factors associated with suboptimal quality of health services in these facilities. This observational, cross-sectional study was conducted in 20 primary health centers (PHCs) in North Bengkulu Regency. A multi-stage random sampling technique was used to select 400 patients and 80 healthcare providers. Data were collected using validated questionnaires assessing various dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy), patient satisfaction, and potential risk factors (socio-demographic, facility-related, and provider-related). Descriptive statistics, bivariate analysis, and multivariate logistic regression were used for data analysis. The study found a significant association between perceived service quality and patient satisfaction. Socio-demographic factors (lower education and income), facility-related factors (inadequate staffing and lack of essential medicines), and provider-related factors (insufficient communication and perceived lack of empathy) were identified as risk factors for lower service quality. The quality of health services in North Bengkulu PHCs is influenced by a complex interplay of patient, facility, and provider factors. Interventions targeting these risk factors, such as community education, capacity building for providers, and improvements in resource allocation, may improve PHC service quality and patient satisfaction in this region.

A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention

A novel framework for understanding the interplay between the mobile wallet service quality dimensions and loyalty intention

Exploring Patient Satisfaction with Hospital Services Using SERVQUAL: A Case Study in Bandarlampung Municipality, Indonesia

Research Aims: The research of hospital quality service in Indonesia by using SERVQUAL is limited in the literature. This research aims to analyze the dimensions necessary for hospitals to enhance service quality to meet the standards expected by stakeholders, hospital management, government, the academic community, and patients. Design/methodology/approach: The research employs a survey method, distributing questionnaires to hospital patients as research tool. The study population comprises hospital users in Bandarlampung Municipality, with purposive sampling utilized for selection. Respondents were given the option to complete a questionnaire before leaving the hospital or online via email or WhatsApp for those discharged. Research Findings: The findings reveal that dimensions of hospital service quality, including infrastructure, administrative procedures, overall patient experience, and hospital social responsibility, significantly influence patient’s satisfaction in hospitals in Bandar Lampung. However, the quality of human resources and security procedures do not exhibit a significant impact on patient’s satisfaction. Theoretical Contribution/Originality: This research expands the application of the SERVQUAL model beyond its traditional domains by analyzing hospital service quality within the Indonesian context. The study identifies critical dimensions such as infrastructure, administrative procedures, overall patient experience, and hospital social responsibility as significant predictors of patient satisfaction. By understanding these challenges, context-specific strategies for enhancing service delivery can be developed. Keywords : hospital services, patient satisfaction, human resources

UNDERSTANDING SERVICE QUALITY OF MOBILE VIDEO EDITING : MAPPING THE NEGATIVE IMPRESSION BY TEXT MINING APPROACH

KineMaster is a video editing application that supports the content creator industry; however, compared to its competitors, that app falls short in release year, download numbers, and ratings. This research aims to determine the service quality of the Android-based KineMaster application based on sentiment analysis and the classification of mobile app service quality (MASQ) dimensions. The data used is secondary data from 5,000 reviews of Google Play Store using Google Colab and processed using RapidMiner Studi version 10.2. Naïve Bayes and k-Nearest Neighbors (KNN) algorithms are applied to determine the best one. Negative sentiment data resulting from the worst MASQ dimension classification will be carried out by WordCloud using Google Colab to determine complaint priorities. The research results show that positive sentiment dominates at 62.24% using the KNN algorithm as the best algorithm in this research. Nevertheless, the 37.76% negative sentiment is not ignored. Based on the number of negative sentiments in each dimension, technical reliability is the worst dimension, valence is the second worst dimension, and performance is the third worst. Prioritized complaints are update reliability, watermarks, app, feature downloads, inability to open apps, export capabilities, high price, and processing speed.

The influence of service quality and marketing ethics on relationship marketing outcome in private hospitals

ABSTRACT This paper investigates the impacts of service quality and marketing ethics dimensions on patient satisfaction, ultimately affecting patient loyalty and word-of-mouth in private hospitals in Jordan. The study, based on a survey of 320 participants using Google Forms and social media, employs Amos software for data analysis. The findings reveal that the majority of service quality dimensions, including technical quality, interpersonal quality, and administrative quality, as well as all marketing ethics variables such as trust, privacy, and honesty, significantly influence patient satisfaction, subsequently contributing to both patient loyalty and word-of-mouth. However, an insignificant relationship was found between environmental quality and patient satisfaction. Notably, patient satisfaction acts as a mediator in these relationships. The research contributes to customer relationship marketing theory in healthcare by operationalizing CRM variables and examining the interplay between service quality, marketing ethics, and patient satisfaction in private hospitals, thus filling a gap in the existing literature.

Engaging Customers Towards Mobile Application Brand Attachment and Advocacy: Multigroup Analysis of Generational Differences

Technology service providers face challenges regarding the varying degrees of customer engagement of app-based services, and this phenomenon warrants an in-depth investigation. This research examines the antecedents and consequences of technology customer engagement and how generational differences play a role in the context of mobile banking applications. This research advances the current understanding by identifying mobile service quality dimensions as key determinants, proposing technology customer engagement as a significant driver of brand attachment and advocacy, and finding the moderating impact of the generational gap. This study guides technology service providers in creating a strategy to engage customers towards app-based services.

Enhancing telehealth services development in Pakistani healthcare sectors through examining various medical service quality characteristics.

The telehealth service increased attention both during and after the Covid-19 outbreak. Nevertheless, there is a dearth of research in developing countries, including Pakistan. Hence, the objective of this study was to examine telehealth service quality dimensions to promote the telehealth behavior intention and sustainable growth of telehealth in Pakistan. This study employed a cross-sectional descriptive design. Data were collected from doctors who were delivering telehealth services through a well-designed questionnaire. To examine the hypothesis of the study, we employed the Smart PLS structural equation modeling program, namely version 0.4. The study findings indicate that medical service quality, affordability, information quality, waiting time, and safety have a positive impact on the intention to engage in telehealth behavior. Furthermore, the adoption of telehealth behavior has a significant favorable effect on the actual utilization of telehealth services, which in turn has a highly good impact on sustainable development. The study determined that telehealth services effectively decrease the amount of time and money spent on travel, while still offering convenient access to healthcare. Furthermore, telehealth has the potential to revolutionize payment methods, infrastructure, and staffing in the healthcare industry. Implementing a well-structured telehealth service model can yield beneficial results for a nation and its regulatory efforts in the modern age of technology.