Service Quality Characteristics Research Articles

The Relationship Between Service Quality and Individual Characteristics with Patient Satisfaction of Teledentistry Service Users at RSGM Universitas Muhamadiyah Yogyakarta

Teledentistry is the use of information and communication technology in treatment, counseling, education, to improve dental and oral health during the COVID-19 pandemic. Teledentistry services as a medium for dental and oral health consultation need to pay attention to the quality of service and individual characteristics which are the main determinants of health services. The purpose of the study was to identify the relationship between service quality and individual characteristics with patient satisfaction of teledentistry service users. Cross sectional type of research. The technique of taking subjects using simple random sampling. The number of respondents was 125 renpondents. The research instrument uses servqual with Likert scale and patient satisfaction instrument with Likert scale. Respondents filled in individual characteristic data consisting of age, gender, education level and occupation. Data analysis in this study used pearson correlation test and multiple linear regression test. The Pearson correlation test showed that there was a relationship between service quality (p = 0.001) and age with patient satisfaction (p = 0.001) and there was no relationship between sex (p = 0.076), education level (p = 0.542) and occupation (p = 0.363) with patient satisfaction using teledentistry services. The results of multiple linear regression tests showed a significant relationship between service quality (?= 0.126; p= 0.001) and age (?= -0.044; p=0.025) with patient satisfaction using teledentistry services at RSGM Universitas Muhammadiyah Yogyakarta. The better the quality of service, the higher the level of patient satisfaction, the younger the age, the higher the level of patient satisfaction. There is no influence of gender, education level and occupation on patient satisfaction of teledentistry service users at RSGM Universitas Muhammadiyah Yogyakarta.

“Web Services Performance Prediction with Confusion Matrix and K-Fold Cross Validation to Provide Prior Service Quality Characteristics”

The Information Technology sector has experienced substantial growth, especially in the realm of application development, over the last few decades. This ongoing evolution highlights the complexity of contemporary IT applications, which no longer rely on a singular component. Developers now integrate a multitude of components from diverse sources, including users and vendors. Thoroughly examining the quality of external software components before integration into an application is imperative for ensuring optimal service performance. Numerous methodologies and approaches are available for appraising the quality of software components, including the Software as a Service Model (SaaS), Quality of Experience (QoE), and alternative models for identifying quality. These models employ traditional techniques to assess factors like availability, integrity, accessibility, security, performance, and reliability, collectively contributing to the measurement of Quality of Service (QoS). The suggested method enables thorough scrutiny of software components through a 360-degree evaluation, utilizing the Confusion Matrix for predicting performance. This evaluation method ranks web services based on throughput and response time, providing tangible values for decision-making by service users. The classification mechanism aids in categorizing standards within a benchmark web service dataset. By utilizing this performance measuring method, one can determine service quality through the confusion matrix, aiding in the identification of the best web services and contributing to the optimization of application performance.

An Investigation of the Effect of Service Quality on Customer Satisfaction: A Case of Zanaco Bank

The key to surviving in a global market is to focus on quality of service to customers. Every organization should focus on providing quality service to its customers. ZANACO Bank has implemented several service quality features and systems such as: B. changing the interior design of bank buildings, investing in technologies and bringing services closer to customers through ZANACO express agents, mobile banking and opening new branches. Therefore, the study examined the impact of service quality on customer satisfaction using ZANACO Bank as an example. A survey of 397 customers of ZANACO Bank was conducted at the main branch in Lusaka. The study used descriptive and causal designs. The study analyzed the data by determining frequencies, percentages, and means, and the study used Spearman correlation analysis to determine the effect. The study found that the service quality attributes important to bank customers were prompt customer support, politeness of bank employees, accuracy of bank transactions, security of banking services, customer support, convenient business hours, reliability of banking services and affordability (cost) of services. The study found that banks' responsiveness, accuracy, reliability and empathy have a significant impact on customer satisfaction, while tangible attributes have little or no impact on customer satisfaction. Customer satisfaction had a strong positive effect on customer loyalty, with a correlation coefficient of 0.9264, statistically significant at a p-value of 0.0001. The study therefore recommended that: Banks should focus more on reliability, security, empathy and responsiveness to increase customer satisfaction; Offering incentives such as reducing bank fees; and the use of customer loyalty programs to remain competitive.

Using a comprehensive DEMATEL-ISM-MICMAC and importance–performance analysis to study sustainable service quality features

PurposeTo gain and differentiate competitive advantage, the sustainable service quality is a determining factor that railway companies can use. The purpose of this study is to identify both the importance and performance of rail transportation service quality factors in a case study as well as determine the most influential quality features.Design/methodology/approachA comprehensive approach namely importance–performance analysis (IPA) technique and decision-making trail and evaluation laboratory (DEMATEL), and interpretive structural modeling (ISM) and Matriced’ Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) techniques was utilized.FindingsThe relative position of each attribute is specified on the IPA matrix proposing four strategies of concentrate here, keep up the good work, low priority and possible overkill. This study reveals that attributes of “the company cares about having a good society” are the most influential factor, and “having good business relations with shareholders” is the most permeable factor. Actually, consumers pay attention to how companies act toward society and maintain communication with shareholders. Through ISM technique and by summing the row and column of the consistency matrix, the attributes were partitioned into four levels. Also, MICMAC analysis identified the four clusters of linkage, independent, autonomous and dependent status of the attributes in terms of the driving power and dependence power.Research limitations/implicationsDue to the nature of single case study methodology, caution should be taken into consideration regarding the generazability of the obtained results.Originality/valueThe hybrid DEMATEL-ISM technique is used to analyze service quality factors in Iran’s transportation industry, which can be utilized in other industries as well as other countries.

Service quality of e-hailing taxi services in Johannesburg

The study examines the service quality dimensions of e-hailing taxi services for passenger flow in Johannesburg. The objective is to determine the major service quality characteristics that affect customer satisfaction for using e-hailing taxis in Johannesburg. Questionnaires were randomly distributed to 499 e-hailing taxi users in Johannesburg. This study identified and tested service quality dimensions relevant to passengers’ desire for a transport service. The study added safety and affordability to the traditional five service quality factors for analysis. The data collected were subjected to exploratory factor analysis (EFA) and regression. EFA identified reliability, tangibility, safety, and empathy as the major service quality factors for e-hailing taxis in Johannesburg. It was found that these variables significantly affect customer satisfaction with e-hailing taxi services in Johannesburg. A change in reliability will contribute about 19% to customers’ perception of e-hailing taxi services, 28% for tangibility, 15% for safety and 19% for empathy, respectively. The study indicates the importance of safety as a major service quality dimension of public transportation. It implies that e-hailing taxi operators need to pay attention to passengers’ safety with vigilance and appropriate safety measures.

OTT 스포츠 방송 서비스 품질 특성이 고객만족도와 행동의도에 미치는 영향 : 스포츠 콘텐츠 관여도의 조절효과를 중심으로

OTT 스포츠 방송 서비스 품질 특성이 고객만족도와 행동의도에 미치는 영향 : 스포츠 콘텐츠 관여도의 조절효과를 중심으로

Development of Research on Continuous usage Intention of M-Wallets: A Systematic Review of Literature from 2011 to 2021

Mobile payment usage must be maintained for mobile wallet companies to survive. Long-term user relationships can assist businesses in lowering costs and increasing profitability to retain customers which ultimately will lead to continuance intention. Despite M-wallets' relative maturity, a study in this sector has been limited to first acceptance/rejection. No study has particularly evaluated the technology's post-adoption impacts. Existing studies mostly examine the initial adoption of mobile wallet users and their antecedents. Though many people use M-wallets regularly, consistency is rare. Thus, both academic researchers and practitioners must investigate mobile wallet users' continued usage behaviour. This research conducts a thorough evaluation of the systematic review of literature on M-wallet continuous usage intentions from 2011 to 2021. The authors of this study employed systematic review methods to analyse the current state of continuous usage of M-wallet research. They identified current research streams and offered ideas for future research. The review identified the Geographic representation of mobile wallet continuous usage research, methodological approaches to investigate continuous usage intention of m-wallets, and popular theories adopted to investigate continuance intention. Through research synthesis, predictors and moderators/mediators of mobile wallets were also identified. The authors then discovered various service quality characteristics that demonstrated how trust, flow, and satisfaction—which have primarily been studied—had a direct impact on behavioural intentions as a result of service quality. The authors recommend the direction of potential future research in mobile wallets. This paper is a systematic review of the continuance usage of mobile wallets based on the dimensions of service quality and is one of the very few papers to offer a systematic review of continuous usage.

Service Quality Evaluation of Air China based on SERVPERF Model

In order to effectively carry out aviation service quality evaluation, based on the service quality characteristics of Air China, through research on service quality evaluation models and methods, a questionnaire based on SERVPREF and a fuzzy comprehensive evaluation method were designed to evaluate the service quality of Air China. evaluate. Through literature analysis and expert consultation, the service quality evaluation indicators of Air China were screened and a service quality evaluation indicator system was established. Through the questionnaire survey method, a questionnaire is designed from the two dimensions of passenger satisfaction and indicator importance, and the questionnaire is distributed to collect data. Based on the questionnaire, the analytic hierarchy process was used to determine the weight of the service quality evaluation indicators of Air China. Through statistical analysis of the results of the questionnaire, the results of the comprehensive evaluation of Air China were sorted and analyzed, and it was concluded that Air China The advantages and disadvantages of the company's service quality are analyzed using the fuzzy evaluation method to comprehensively evaluate the service quality of Air China. Finally, it provides the basis for strategic research on the improvement of service quality of Air China.

Influence of brand image, service quality, and individual characteristics on loyalty with taxpayer satisfaction as an intervening variable at tax service offices in Palembang City

This study investigates the influence of brand image, service quality, and individual characteristics on loyalty, with taxpayer satisfaction as an intervening variable at Tax Service Offices in Palembang City. Data were collected by distributing questionnaires to 100 taxpayers registered at three Tax Service Offices in Palembang City. The analytical technique employed was multiple linear regression with path analysis. The results indicate that individual characteristics significantly impact satisfaction and loyalty. However, variables such as brand image and service quality do not significantly influence satisfaction and loyalty. Additionally, taxpayer satisfaction does not significantly influence loyalty itself. Furthermore, brand image, service quality, and individual characteristics do not significantly influence loyalty when taxpayer satisfaction is considered an intervening variable. This research will reference future studies using variables in similar research contexts.

Evaluation of Customers’ Expectations and Perceptions of Service Quality Dimensions: A Study of South African Post Office in the North-West Province

The study seeks to measure customers' expectations of service quality provided by managers and frontline employees against their perceptions of service quality in Post offices in the North-West Province of South Africa and to determine the gap between customers ‘expectations and their perceptions of service quality using the five service quality dimensions. Data were collected by SERVQUAL questionnaire to examine the areas of tangibility, reliability and responsiveness, assurance, and empathy from 384 post office customers. To select respondents for this study, non-probability sampling techniques were used, mostly convenient approaches. Using factor analysis, five characteristics of service quality were identified: tangibility, reliability and responsiveness, assurance, and empathy. According to the study's findings, A negative gap was observed in consumer expectations and perceptions of the quality of postal services delivered to consumers. This means that the quality of services delivered to postal consumers in the five-post offices was less than what they expected. The highest gap was related to tangibles and assurance. Therefore, it is mandatory for management to focus on tangibles and assurance in order to improve postal services. The study argues that managers should strive to improve the frontline employee’s willingness to help, respond quickly to queries, competence in providing efficient services, making customers feel secure when receiving services, schedule appointments on time, having customers' best interests at heart, and be of good behaviour. These qualities instils confidence in customers. These qualities that need to be renewed are categories under the post office's reliability, tangibility, responsiveness, and assurance characteristics.

Development of measurement scale for performance of health care organization through Structural Equation Modeling

The purpose of this research was to look at the link between healthcare service quality characteristics, service quality performance, and patient loyalty to healthcare companies. Data were gathered from 50 Andhra Pradesh healthcare institutions. To test the psychometric qualities (reliability & validity) of measuring scales, a confirmatory factor analysis was conducted. To test the hypotheses Structural Equation Modelling was used. To examine their effect on healthcare service quality, five healthcare service quality activities are considered: efficiency, safety, tangibles, empathy, and degree of improvement. In turn, it was determined if service quality had an impact on the organization's operational performance. The study's findings will be valuable to healthcare providers by encouraging them to embrace service quality items, resulting in improvements in both service quality and organizational performance.

Customer Satisfaction at Hotel ABC BEKASI: The Role of Service Quality, Corporate Image, and Location

The study explores the impact of service quality, corporate image, and location on patron satisfaction at the ABC Hotel in Bekasi City. Results reveal a significant link between service quality and customer happiness, denoted by a substantial 0.550 coefficient of effect, supported by a p-value below 0.05. Similarly, corporate image wields influence, showing a p-value of 0.003, signifying its importance. Location also plays a role, with a 0.522 coefficient of effect on consumer satisfaction, backed by a p-value less than 0.05. These findings stem from a quantitative approach employing regression analysis, ensuring the accuracy of the data and statistical methods applied. Notably, service quality characteristics exhibit a strong impact on customer satisfaction, with a 0.550 coefficient of effect, while corporate image attributes influence it by 0.293 with a p-value of 0.003.

METHODOLOGY FOR ASSESSING THE TECHNICALITY AND MANUFACTURABILITY OF TRADING SERVICES

The article examines the concepts of "technicality" and "manufacturability" in relation to trading services. On the basis of a number of regulatory and scientific approaches, methods have been identified that allow for a rational assessment of the techniques of performing trade services. A scheme of the methodology for assessing the technical and technological effectiveness of trade services has been compiled, sources of necessary information and expected results have been identified. A model for assessing the technical and technological effectiveness of trading services is presented, taking into account individual indicators and their weighting coefficients. A scale of evaluation of the results of the analysis is proposed, deviations affecting the score are noted. The intervals in the score assessment are determined, determining the category of trade services from the position of their technical level of performance, taking into account the general level of qualification of personnel, equipment of the trading enterprise with means and tools for the provision of relevant services, as well as the experience of using means of material support to improve the quality characteristics of trade services. The purpose of the study is to develop an approach to determining the state of the art of execution of trade services from the position of their technicality and technology, acting as qualitative indicators. The relevance of the study is caused by the lack of methods and methodologies in the practice of assessing the quality of trade services, providing for the definition of the category of trade services from the point of view of the level of technicality and manufacturability of their execution and allowing an objective assessment of the compliance of the provided trade services with the declared level of the enterprise and consumer expectations. The scientific novelty of the study consists in the development of a methodology for assessing the technical and technological nature of trade services to establish their category, reflecting the general level of organization of the enterprise. General scientific approaches were used as research methods, including methods of desk research, analysis and deduction, observation and synthesis, based on the study of the provisions of regulatory legal acts, as well as previous studies of domestic and foreign scientists.

Understanding the Role of Service Quality of Government APPs in Continuance Intention: An Expectation–Confirmation Perspective

Given the huge investment made in developing government applications (APPs), it is essential for them to achieve the levels of performance needed to ensure service quality and meet public needs. Although public loyalty is crucial to the success of government APPs, few studies have analyzed the characteristics of service quality or the continuous use of government APPs and their associations. The present study has developed a theoretical model to show how government APPs service quality promotes continuance intention. A questionnaire survey of 388 government APP-users in China and a structural equation model have been used to verify this theoretical model. The empirical results show that overall service quality has an indirect positive impact on government APPs users’ continuance intention through expectation confirmation, perceived usefulness, and user satisfaction. This study enriches our understanding of service quality and government APPs continuance intention, while also exploring government APPs development, design, and promotion.

Effect on Service Quality Characteristics in the Restaurant Industry on Service Satisfaction

Effect on Service Quality Characteristics in the Restaurant Industry on Service Satisfaction

Switching intention, WOM and quality of public transport services: A case of the Kuala Lumpur conurbation

Despite spending billions of dollars on urban transport infrastructure, Malaysia has a poor reputation for its public transit service. Consequently, the majority of urban residents continue to rely on their cars. Hence, this paper aims to understand commuters’ intention to switch from private vehicles to public transit and spread word-of-mouth (WOM) about its services and assess the roles of satisfaction and service quality as antecedents. A cross-sectional survey of 421 rail and bus passengers was undertaken in Kuala Lumpur's urban and sub-urban areas, and the data was analyzed using SmartPLS. According to the data, empathy is the strongest predictor of satisfaction with transit services. Except for reliability, the service quality characteristics influence satisfaction and yield positive indirect effects on both switching intention and WOM. Transit operators and planners should take into account that providing a pleasant and hassle-free riding experience has a substantial impact on commuter satisfaction and long-term commitment. This study contributed to the body of knowledge by exploring the intervention role of satisfaction in the relationship between service quality and switching intention, as well as WOM.

Improvement of quality characteristics of medical services based on patient satisfaction measurement results and QFD tools

One of the directions to increase the effectiveness of medical organizations in the region is the development of managerial tools for improving the quality of medical services. The aim of the study is to develop an approach to improving the quality of medical services based on the results of measuring patient satisfaction with the quality of medical services, mapping satisfaction criteria to medical and technological characteristics of the quality of services, substantiation and selection of appropriate corrective measures. The method of measuring patient satisfaction with the quality of the provided medical service and the method of deploying quality functions ensuring transformation of patient needs and expectations into characteristics of service quality were used. The measurement of patients' satisfaction with the quality of medical services is carried out during medical and sociological research. The measurement results are obtained by statistical processing using a software set. To determine measures to improve the quality of cardiological services, the results of changing patient satisfaction were used in accordance with the method of deploying quality functions, which consists in implementing a number of steps that ensure the determination of a minimum set of additional requirements for medical services in order to meet the requirements of patients. This technique is supported by specialized software. Implementation of the proposed approach makes it possible to form tools aimed at creating an information model of medical services and ensure the change in the quality of such services demanded by patients.

Analysis of Grab Transportation Services in Ciamis Regency, West Java, Indonesia

Problems with customer satisfaction at PT. Grab Indonesia in Ciamis Regency, where certain customers are still dissatisfied with the services offered, served as the inspiration for this study. This may be affected by how well PT Grab Indonesia's drivers perform in the Ciamis Regency region. An estimated t value of 12.965 and a significance value of 0.0000.05 indicated that Tangible (Physical Evidence) has a substantial impact on customer satisfaction. With a t count of 1.101 and a significance value of 0.274>0.05, reliability does not significantly influence customer happiness. With a t count of 2.677 and a significance value of 0.0090.05, responsiveness has a favorable and substantial impact on consumer power. With a t count of -3.293 and a significance value of 0.001 to 0.05, assurance has a favorable and substantial impact on organizational commitment. With a t count of 4.668 and a significance value of 0.0000.05, Emphaty has a favorable and significant impact on customer satisfaction. As can be observed from the significant value of 0.00 0.05 and the computed F value of 66.765, which is higher than the F table, Service Quality characteristics such as tangible, reliability, responsiveness, assurance, and empathy jointly affect Customer Satisfaction. The tangible variable, or physical evidence, has the largest beta of all the variables, making it the variable that is most dominant when compared to other variables. The effect of service quality characteristics on customer satisfaction was found to be 78% Rsquare in this study, while the remaining 22% was influenced by other variables that were not examined.

A Study on the Effect of Service Quality Characteristics of Chinese Aesthetic Medical Platform on Customer Satisfaction

A Study on the Effect of Service Quality Characteristics of Chinese Aesthetic Medical Platform on Customer Satisfaction

Evaluating the Quality of Delivery Service from the Customer's Point of View Using the Importance-Performance Matrix

Purpose: Delivery services are widely used in all aspects of purchasing, but the positive and negative effects they generate for the customer influence his behavior towards repeating this method of purchase. The study aims to find out the extent of customer satisfaction with the delivery services provided to them in the city of Baghdad. Theoretical framework: Delivery services of all kinds (delivery of food, household items, or any other materials) by direct telephone contact or using social media are among the modern services in Iraq, as this service has entered on a large scale after 2010, which requires preparation Studies and Research In order to improve these services, relevant previous research and studies have been objectively collected and reviewed to understand recent trends reached by the literature. Design/Methodology/Approach: The analytical descriptive approach was used, and data was collected through a two-part questionnaire. The first part included the quality of delivery services provided, while the second part (performance) included customer satisfaction with the services provided. The study sample consisted of 260 beneficiaries who use delivery services continuously in the city of Baghdad. The obtained data were analyzed using SPSS software and through an analytical approach based on significance performance analysis (IPA). Findings: The results of the research determined the extent of customer satisfaction with delivery services through 5 characteristics of service quality and customer satisfaction with the services provided, as the results showed that delivery services in the city of Baghdad have not yet reached a high performance. This requires the departments that provide that service to pay more attention and focus on achieving the highest points in the first and second quarters of the matrix (management focus) (keeping up with the good work). Research, practical and social implications: Research, practical and social implications: The modernity of delivery services in the Iraqi environment is a fertile field for providing more research and studies because this contributes greatly to increasing people’s awareness and understanding of this type of important service and at the same time contributes to raising the efficiency of operating companies and offices. for this type of service. Originality / Value: Delivery services are a new concept in Iraq, and there is no literature at the level of Iraq to assess the quality of this service and the extent of customer satisfaction with this service through the use of the importance-performance matrix. As a result, the purpose of this paper is to make up for this void.