Service Quality Factors Research Articles

Factors Influencing Decision Making to Revisit Japan of the Thai Bangkokian Millennial Tourists during Public Holidays

Even though Japan encounters several tourism issues including an epidemic like COVID-19, Japan is still among the pioneering countries when it comes to opening its doors to tourists. Currently, Japan tour packages are drawing high attention from Bangkokian millennials who prefer to travel during Thai public holidays due to diverse reasons. Hence, this study focused on identifying tourism marketing mix factors that influence Thai Bangkokian millennial tourists during Thai public holidays. Two hypotheses were set up. A verified questionnaire was used to collect the data from targeted 400 samples, then the data were analyzed into percentage, mean, and standard deviation. Also, Exploratory Factor Analysis (EFA) and regression analysis were used to test hypotheses and identify relationships and influences between variables. The results indicated that, in terms of demographic characteristics, gender, age, status, occupation, and income influence Thai millennial tourists to revisit Japan. Meanwhile, according to 12 tourism marketing factors, product and service quality factor, price factor, promotion factor, process factor, political factor, performance management factor, and presentation and public relations factor significantly affect the decision to revisit Japan of Thai millennial tourists in the Bangkok during public holidays.

Analisis Kualitas Pelayanan Terhadap Kepuasan E-Customer Start-Up Kaos Nyenyes

The purpose of this study is to analyze the quality of service when shopping and the impact on e-customer satisfaction at Kaos Nyenyes start-up which is a start-up that focuses on selling t-shirts with unique and innovative models online and offline. This research uses qualitative and quantitative analysis methods to gain a comprehensive understanding of how service quality can affect online customer perception and satisfaction. The data collection method involves an online survey of Kaos Nyenyes' e-customers and the collected data is then analyzed using statistical techniques and content analysis to identify the most influential service quality factors. The results of this study are expected to provide deep insights into the aspects and factors of service quality that are important in a business context, especially in the fashion industry such as the Kaos Nyenyes start-up. By understanding the factors that influence customer satisfaction, companies can improve service strategies, strengthen relationships, and increase competitive advantage in the market.

Expressway Service Area Service Quality Analysis

Expressway service area is to provide services for people in the city between the city, but also an indispensable link in China’s road transport service system, its service quality and service satisfaction are directly related, the construction of service facilities and the quality of the highway service area will play a role in promoting. The service area is an important link in China’s road transport system. With the rapid development of China’s economy, the service quality requirements continue to improve, and improving the service quality of the service area has become a top priority. Taking the service quality of the expressway service area in Shaanxi Province as the research object, this paper uses the questionnaire survey method to analyze the service quality of the expressway service area in Shaanxi Province in five dimensions: formability, reliability, assurance, responsiveness and empathy, and establishes the service quality model by using the hierarchical analysis method. Through the calculation comparison, people’s satisfaction with each service quality factor in the highway service area is obtained, the average satisfaction value of each impact factor is about 7.5 points, the satisfaction of “reasonable layout of the service area and complete facilities” is the highest, the average value is 8.10, and the satisfaction of “fully understanding customer needs” is the lowest, the average value is 7.42, through the analysis of the relevant data on the service quality satisfaction of the highway service area, it is found that people are generally dissatisfied with the service quality. The satisfaction of drivers and passengers with the service area directly affects the level of economic benefits. This article studies the influencing factors of driver and passenger satisfaction and aims to improve the economic benefits of the service area by improving driver and passenger satisfaction.

Analisis Kepuasan Konsumen Point Kupi Kabupaten Aceh Barat

Demonstrating customer satisfaction is important for marketers because it is often considered a fairly important determinant of repeat purchases. This study aims to analyze consumer satisfaction with services and products at Point Kopi. A survey method was used with a structured questionnaire to collect data from respondents. Statistical analysis will be conducted to evaluate consumer perceptions of service quality, products, and other factors that may affect satisfaction levels. Based on the results of the Customer Satisfaction Index (CSI) analysis, it produces a value of 84.55% which indicates that overall consumers are very satisfied with Point Kupi. This shows that Point Kupi's performance is in accordance with consumer expectations.

Customer Satisfaction towards E-Banking Service offered by Prabhu Bank Limited

In recent times, the internet has become very important in human life. Due to the hastily growing technology in the global market, banking sector has provided the e-banking services to minimize their cost, and digitization strategies in today’s competitive market. This study aims to analyze the association between e-banking service quality and customer satisfaction; and measuring the impact of e-banking service quality on customer satisfaction. The sample size of the study was 100 customers of Prabhu bank operating in Kailali district. Data was collected using a structured five point Likert scale questionnaire conveniently surveyed the customers of Prabhu Bank Limited from study area. Pearson’s correlation and regression analysis was used to analyze the data with the help of statistical package for social science (SPSS-29). The findings of the study concluded that, there is statistically significant positive association between e-banking service quality and customer satisfaction. Furthermore, all the e-banking service quality factors i.e., perceived cost, security and privacy, perceived ease of use, computer self-efficiency and responsiveness has significant positive impact on customer satisfaction. Out of these e-banking service quality factors, perceived ease of use (PEU) has highest impact on customer satisfaction (CS). The findings of this study will help the bank management in improving the e-banking service quality focusing on development of easy and understandable e-banking service for increase their customer’s satisfaction. This study covered only e-banking service quality, future researchers can conduct their study concentrating on overall banking service quality and its impact on customer satisfaction and loyalty.

Analysis Of The Influence Of Service Quality, Brand Image And Branch Office Location On Banking Customer Decisions In Money Saving In Indonesia

The purpose of this study is to examine how customers’ decisions to save at religious banks are influenced by factors such as location, service quality, and brand image. Purposive sampling is the technique employed for sampling. There were one hundred respondents in this survey who hold savings accounts with Islamic banks. Multiple liner regression is the analysis technique employed in this study. The findings demonstrated that the customer’s decision to save at an religious bank was significantly influenced, both partially and simultaneously, by the factors of brand image, service quality, and location.

Factors that Affecting Patient Loyalty in Hospital


 Background: Consumer loyalty has an important role in the progress of a company, both service and goods companies. Loyal customers are an important asset for companies to win the competition in doing business. One company that must always have loyal customers is a hospital. As a company that has a health orientation, hospitals need to pay attention to things that affect patient loyalty.
 
 
 Objectives: this study was conducted to identify any factors related to or influencing patient loyalty in the hospital
 
 
 Methods: the method used is a literature review by applying the PRISMA protocol. Data sources and references are collected online through Google Scholar, SAGE, and ResearchGate. The inclusion criteria are articles published in the period 2017-2022, original research, full text, and open access.
 
 
 Discussion: Patient loyalty in hospitals can be influenced by several things, namely service quality factors, marketing mix factors consisting of price elements, product elements, promotional elements, process elements, and people elements, as well as patient satisfaction factors.
 
 Conclusions: Service quality, marketing mix and patient satisfaction have a significant relationship to patient loyalty in the hospital

The Effect of Service Quality and Product Quality on Consumer Repurchase Intention with Satisfaction as A Mediating Variable at Putri Ayu's Weaving in Gianyar Regency

Purpose – The aim of this study is to examine the effect of service quality and product quality on customer return through satisfaction at Putri Ayu Weaving in Gianyar Regency. 
 Methodology – In this study, a survey questionnaire was administered to 85 participants, and the data were analysed using SEM-PLS..
 Findings – show that satisfaction plays an important role in purchase intention, where physical evidence is the main factor of service quality and design is the main factor of product quality. It has also been shown that satisfaction is often influenced by price. The results also confirm that service quality has a positive and positive effect on customer satisfaction, product quality has a positive and positive effect on customer satisfaction, service quality has a positive and positive effect on repeat intention, and product quality has a positive and positive effect on repeat intention. In addition, customer satisfaction has a positive effect on repurchase intention and plays a mediating role between service quality and repurchase intention. The implications of this study suggest that Putri Ayu Weaving should prioritise good service by providing staff training on operations, information accuracy, professionalism, and problem solving to meet customer needs and satisfaction. This study promotes a better understanding of consumer behaviour and provides better insights for businesses in the weaving industry.
 Originality – indicators measuring customer satisfaction act as a mediator between product quality and service quality on repurchase intention
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FACTORS RELATED TO CONSUMER SATISFACTION IN BUYING COFFEE AT A COFFEE SHOP (CASE STUDY : KOPI OM WARI, BIREUEN REGENCY, ACEH)


 Coffee shops are popular destinations for Indonesians, not only for elders but also young people. Consumer satisfaction in buying coffee is one factor that needs to be analysed since it will have an impact on coffee shop sales. The objectives of this research is toanalyse the factors that are related to consumer satisfaction in purchasing coffee at Kopi Om Wari. The research location was at Kopi Om Wari since this coffee shop has a very large number of consumers and has survived for a long time despite other Coffee shops that were forced to close their businesses amid the many competitors that exist. The samples used were consumers who hadpurchased and visited Kopi Om Wari, with a total of 100 samples. The data analysis method used in this research uses the Spearman Rank Test. This research shows that Product Quality, Service Quality, Emotional, Price and Cost factors have a significant and positive relationship with consumer satisfaction.

Analysis of Infrastructure Service Satisfaction at Zainuddin Abdul Madjid International Airport in Central Lombok

This study aims to examine the level of performance and service quality affecting customer satisfaction at Zainuddin Abdul Madjid International Airport and to determine the priority factors for increasing customer satisfaction with services at Zainuddin Abdul Madjid International Airport. Customer satisfaction is a feeling that feels fulfilled, feels happy, feels safe about the services and facilities provided. The method used is quantitative with Multiple Linear Regression analysis and Analytical Hierarchy Process (AHP), simple random sampling technique was used on 96 respondents. The results showed that the value of the regression coefficient for service quality (X2) was 0.242 and had a positive effect on customer satisfaction at Zainuddin Abdul Madjid International Airport, while service performance had no significant effect on customer satisfaction. While the results of the Analytical Hierarchy Process (AHP) show the priority factors for increasing customer satisfaction with services at Zainuddin Abdul Madjid International Airport, it can be seen from the results of a comparison of alternative factors which show that the service quality factor is in the first rank with a weight value of 0.5427 and Assurance has the lowest weight value of 0.03529. In the comparison of the criteria factors, it shows that the Assurance criterion has the lowest weighted value so it is expected that Zainuddin Abdul Madjid International Airport officers can provide clear and easy-to-understand information about service procedures to customers/service users.

Influence of Service Quality and Brand Image on Purchase Decisions

Researchers in Bandung did a study to examine the influence of service quality and brand image on consumer decision-making in purchasing Muslim fashion products. In addition, the research aimed to determine the dominant component, either service quality or brand image, that had the most impact on the purchasing choices of a sample of 100 consumers involved in the study by completing a questionnaire. By employing path analysis, this study substantiated the legitimacy of service quality and brand image factors among customers of Muslim fashion products in Bandung City. Therefore, the results underscore the significance of improving service quality and enhancing brand image to influence purchasing decisions. The findings of the study indicate a substantial relationship between Service Quality and Purchasing Decisions, as well as between Brand Image and Purchasing Decisions. Judging from the results of research on Service Quality on Purchase Decisions for consumers of Muslim fashion products in the city of Bandung, to increase purchasing decisions, companies should be able to improve service quality by providing training on how to be responsive and reliable customer service so they can perform better service than before. Judging from the research results on the effect of brand image on purchasing decisions for Muslim fashion products in Bandung, companies need to build good brand name awareness to improve purchasing decisions. Because it is an effort to form a brand approach to consumers or their target market, this can work through collaboration with Influencers on social media to use products from one of the Muslim fashion products that aim to influence their followers indirectly. In addition, it is necessary to sponsor several events relevant to the same target audience.

Modeling Nonusers’ Behavioral Intention towards Mobile Chatbot Adoption: An Extension of the UTAUT2 Model with Mobile Service Quality Determinants

Artificial intelligence agents (chatbots), which are programs to communicate with users primarily in customer service contexts, are an alternative interaction channel supporting businesses in the digital environment and vital components in customer service. The present empirical paper, which is aimed at identifying and discussing the factors motivating nonusers to adopt the specific technology in mobile contexts, proposes a comprehensive conceptual model, which combines the UTAUT 2 behavioral theory with variables of mobile service quality contexts, such as information quality, privacy concerns, interface, and equipment, as well as trust and mobility factors. Data analysis, based on the partial least squares structural equation modeling (PLS-SEM) statistical method, revealed that performance expectancy, facilitating factors, hedonic motivation, mobility, trust, and service quality positively affect nonusers’ behavioral intention to adopt chatbots. In addition, equipment, interface, and trust have a significant impact on users’ trust in the context of mobile chatbots. Personal data privacy issues also have a negative effect on trust, in contrast to effort expectancy, which positively affects performance expectancy. As mobile service quality factors have not been investigated before in the context of chatbots, the findings of the present research are expected to provide useful insights both to academia and the business industry.

Pengaruh Kualitas Jasa Pelayanan Di Hypermart Palangka Raya.

This research was conducted to uncover what consumers really want or expect and what consumers have perceived from the service quality they receive. The purpose of this research were: (1) To determine the factors that affect the quality of service at Hypermart Palangka Raya, (2) To determine what factors have the most influence on customer satisfaction at Hypermart Palangka Raya, (3) To acknowledge the most dominant factor in service provided at Hypermart Palangka Raya. The research employed a descriptive methodology. The data source consisted of responses obtained through a questionnaire given to respondents. The variables used were independent variables, namely: reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), physical evidence (X5) which is the dependent variable is service quality (Y1) and customer satisfaction (Y2). Multiple regression analysis was used for statistical analysis. The findings of this research revealed the following: (1) Among the five variables between tangible, reliability, responsiveness, assurance, and empathy, tangible variable is the positive and significant factor on service quality variables at Hypermart Palangka Raya, (2) The most dominant factor in service quality at Hypermart Palangka Raya, (3) Service quality has a positive and significant effect on customer satisfaction at Hypermart Palangka Raya.

Cruising to Success: Unveiling the Financial Harmony of Container Shipping Firms through Total Quality Management and Service Excellence

Background: This paper revolves around a meticulous exploration aimed at discerning the impact of total quality management (TQM) and service quality (SQ) practices upon the financial performance (FP) of firms within the container shipping industry. Our pursuit extends further, delving into the intricacies of SQ as a potential mediating factor in the TQM–FP relationship. This distinctive study investigated six TQM practices in conjunction with five SQ factors, analyzing their impact on firm FP. Methods: This study used a quantitative research approach. Data were collected through a structured questionnaire from logistics specialists and experts in the shipping field. Results: The findings were interesting and showed that two TQM practices—managerial leadership and employee involvement—have a significant positive effect on SQ levels, and one SQ dimension, namely responsiveness, has the biggest and most significant effect on the FP of container shipping companies. Furthermore, SQ mediates the relationship between TQM and FP. Conclusions: This study provides a theoretical contribution by developing a conceptual model that elucidates the correlation between TQM practices and the degree of SQ on the FP of container shipping firms. Moreover, this study provides managers with a tool for identifying, prioritizing, and improving key TQM and SQ practices that contribute significantly to financial success.

Quality of Service and Associated Communication Infrastructure for Electric Vehicles

Transportation electrification is pivotal for achieving energy security and emission reduction goals. Electric vehicles (EVs) are at the forefront of this transition, driving the development of new EV technologies and infrastructure. As this trend gains momentum, it becomes essential to enhance the quality of service (QoS) of EVs to encourage their widespread adoption. This paper has been structured with two primary aims to effectively address the above timely technological needs. Firstly, it comprehensively reviews the various QoS factors that influence EVs’ performance and the user experience. Delving into these factors provides valuable insights into how the QoS can be improved, thereby fostering the increased use of EVs on our roads. In addition to the QoS, this paper also explores recent advancements in communication technologies vital for facilitating in-formation exchanges between EVs and charging stations. Efficient communication systems are crucial for optimizing EV operations and enhancing user experiences. This paper presents expert-level technical details in an easily understandable manner, making it a valuable resource for researchers dedicated to improving the QoS of EV communication systems, who are tirelessly working towards a cleaner, more efficient future in transportation. It consolidates the current knowledge in the field and presents the latest discoveries and developments, offering practical insights for enhancing the QoS in electric transportation. A QoS parameter reference map, a detailed classification of QoS parameters, and a classification of EV communication technology references are some of the key contributions of this review paper. In doing so, this paper contributes to the broader objectives of promoting transportation electrification, enhancing energy security, and reducing emissions.

An energy-efficient cross-layer-based opportunistic routing protocol and partially informed sparse autoencoder for data transfer in wireless sensor network

When sensor nodes in wireless sensor networks (WSNs) have limited energy, data minimization is crucial. Usually, data communications use up energy. A sensor node's lifespan can frequently be increased by sending and receiving the proper quantity of data. The PISAE (Partially Informed Sparse Autoencoder) is a state-of-the-art unmapped neural network architecture designed to reconstruct all sensor inputs from a limited number of sensors. It is presented in this publication. Use this architecture to create a system for selecting sensors. We now propose the cross-layer based opportunistic routing protocol (CORP) as an opportunistic routing mechanism for WSNs. In order to cut down on processing time and energy consumption and increase the dependability of data transfer, the best way is selected utilizing the CORP technique, which is suggested.For energy-efficient routing based combinatorial random sampling bat optimisation (ERFN-CSSBO), we also suggest using fuzzy neural networks. This enables you to conserve energy, increase the lifespan of your wireless sensor network, and keep your energy consumption in check. With CSSBO (Combined Random Sampling Prevosti Bat Optimisation), the best path is identified by integrating features (such as distance, energy, trust, and internode measurement connection stability) from all the bats.The key challenge in WSN is choosing cluster heads (CH). K-Medoid is used to enhance sensor node clustering. Important considerations include the effect on quality of service (QoS), sensor node position, proximity, and energy state needs. This study combines Hybrid BFO (Bacterial Foraging Optimization) and HSA (Harmony Search Algorithm), two well-known optimization techniques, to pick cluster heads in wireless sensor networks that are optimal in terms of distance and energy. On-task completion. The outcomes of the simulation indicate that the proposed technique improves QoS. Endpoints, throughput (1.0 Mbps), (98.5 % of packets are forwarded), and packet loss rate (1.5 %), and other QoS factors are all included in the performance statistics plotted. It performs better than conventional routing protocols in terms of network lifetime (6100 rounds), delay at both ends (1.5 s), and energy usage (30.35 mJ).

KUALITAS PELAYANAN DAN PROMOSI MEMPENGARUHI KEPUTUSAN MAHASISWA DALAM MEMILIH KULIAH DI PERGURUAN TINGGI

The decline in service quality standards and promotions carried out by tertiary institutions are two of several factors causing a decrease in student acquisition, this is what influences student decisions in choosing college. This prompted researchers to prove that there was an influence from these two factors, so this research was conducted with the aim of knowing and analyzing the quality of service and promotion, their simultaneous influence on student decisions in choosing to study at college. The analytical method used in this research is multivariate with correlation or multiple regression. The number of samples in this study was 30 times the number of variables studied, 90 respondents. The data collection method in this research was carried out by filling out a questionnaire distributed via the Googleform application. This research resulted in the following findings: Service quality and promotion affect 69.8% of student decisions in choosing to study at a university. Based on these findings, it is recommended that universities improve and improve service quality and promotion factors.

Enhancing Chinese Students'Needs Satisfaction and Loyalty: The Importance of Service Quality

Nowadays, students’ psychological needs satisfaction at college is receiving increasing attention. The article analyzes the influencing factors of student psychological needs satisfaction in vocational education in Jiangsu, China.The purpose of this paper is to examine the associations between the five major factors of service quality, including assurance, empathy, reliability, responsibility and tangibles, and students’ psychological needs satisfaction, as well as their loyalty to college.Recommendations to improve students’ psychological needs satisfaction include strengthening the service function of government, promoting institutional research and the specialization of student affairs, in order to help students develop self-efficacy and other positive attitudes.

Analysis of The Influence of Customer Satisfaction, Experiental Marketing and E-Service Quality on Loyalty of KAI Commuter Customers

The goal of this study is to ascertain whether customer satisfaction, service quality, and experiential marketing directly affect consumer loyalty. People who commute by train are participants in this study. This study used a non-probability sampling technique called purposeful sampling, which had a sample size of 100 participants. The data analysis method used in this study is called path analysis. The study's findings show a definite correlation between customer satisfaction and the variable of service quality. Experiential marketing has a direct impact on customer satisfaction. Service excellence and experience marketing elements have a direct impact on customer satisfaction. Service quality has a direct bearing on customer loyalty. The experience marketing factor has a direct effect on customer loyalty. client happiness has a direct bearing on client loyalty. Service excellence, experiential marketing, and customer satisfaction all have a direct bearing on customer loyalty. The service quality factor indirectly influences customer loyalty by influencing client satisfaction. The experiential marketing element indirectly influences customer loyalty by influencing client satisfaction.

PENGARUH HARGA, VARIASI PRODUK, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PAKU DI UD. BADARUDIN GROUP TULUNGAGUNG

The issues discussed are regarding price, product variety, and service quality to reflect the relationship to customer satisfaction when purchasing nail products at UD. BADARUDIN GROUP TULUNGAGUNG. The purpose of the discussion is to determine the factors of price, product variety, and service quality that affect nail customer satisfaction at UD. BADARUDIN GROUP TULUNGAGUNG. The population and samples taken are consumers or customers of nail products who have made purchases at UD. BADARUDIN GROUP TULUNGAGUNG. The analysis technique used is Validity Test, Reliability Test, Classical Assumptions, Multiple Linear Regression Analysis. The results showed that the price partially did not have a significant effect on nail customer satisfaction. It can be seen from the results of the t test, the value of t price is 0.375 > 0.05. Product variation and service quality partially have a significant effect on nail customer satisfaction, it can be seen from the results of the t test, the t value of product variation is 0.000 <0.05 and the t value of service quality is 0.027 <0.05. Simultaneously price, product variety, and service quality have a significant effect on nail customer satisfaction, it can be seen from the results of the F test, the F value of price, product variety, and service quality is 0.000 <0.05. The value of the determinant coefficient (R2) is 0.630. This can be interpreted that the independent variables (price, product variety, and service quality) can explain the dependent variable (customer satisfaction) of 63.0%, while the rest is explained by other factors not examined such as store image, promotion, location and others.