Perceived Service Quality Research Articles

Factors associated with bypassing primary healthcare facilities for childbirth among women in Devchuli municipality of Nepal.

It is crucial to deliver a child at nearby primary healthcare facilities to prevent subsequent maternal or neonatal complications. In low-resource settings, such as Nepal, it is customary to forgo the neighboring primary healthcare facilities for child delivery. Reports are scanty about the extent and reasons for bypassing local health centers in Nepal. This study sought to determine the prevalence and contributing factors among women bypassing primary healthcare facilities for childbirth. A community-based cross-sectional study was carried out in the Devchuli municipality of Nawalparasi East district of Nepal. Utilizing an online data collection tool, structured interviews were conducted among 314 mothers having a child who is less than one year of age. This study showed that 58.9% of the respondents chose to bypass their nearest primary healthcare facility to deliver their babies in secondary or tertiary hospitals. Respondent's husband's employment status; informal employment (AOR: 4.2; 95% CI: 1.8-10.2) and formal employment (AOR: 3.2; 95% CI: 1.5-6.8), wealth quintile (AOR: 3.7; 95% CI: 1.7-7.7), parity (AOR): 3.0; 95% CI: 1.6-5.7], distance to nearest primary healthcare facility by the usual mode of transportation (AOR: 3.0; 95% CI: 1.5-5.6) and perceived service quality of primary healthcare facility (AOR: 3.759; 95% CI: 2.0-7.0) were associated with greater likelihood of bypassing primary healthcare facility. Enhancing the quality of care, and informing beneficiaries about the importance of delivering children at primary healthcare facilities are essential for improving maternal service utilization at local primary healthcare facilities.

Using Structural Equation Modeling to Enhance Decision-Making in Wine Tourism in the Federal District and RIDE.

The Federal District and RIDE region is emerging as a new wine tourism destination in Brazil. Wine tourism offers opportunities for modernization at economic, social, and cultural levels. It is important to understand the most relevant experiences and the level of satisfaction among wine tourists to plan and structure the sector effectively in the region. This research aimed to present a roadmap to enhance the satisfaction and experience of wine tourists. Researchers conducted an exploratory study using structural equations with a quantitative approach involving 67 wine tourists. The findings indicate that quality of service accounts for 43.82% of tourist satisfaction, making it the most critical aspect of the wine tourism experience. Consequently, the study produced a roadmap based on the importance and performance matrix, outlining strategies to enhance service quality perceptions through high-quality wines during tastings, memorable tour experiences, and staff friendliness.

Relationships between motivation, service quality, tourist satisfaction, quality of life, and spa and wellness tourism

AbstractThis study explores the relationships between motivation, service quality, tourist satisfaction, quality of life (QOL), and spa and wellness tourism. The partial least squares structural equation modeling (PLS‐SEM) approach was used to analyze the hypotheses generated. The ‘snowball’ sampling technique was used to collect data via an online survey. Derived from a sample of 270 Chinese respondents, the results demonstrate that motivations positively impact service quality perception and tourist satisfaction, which in turn influence QOL. The tourists who perceived good spa and wellness services quality are more likely to be satisfied with their tourism experience. Furthermore, tourist satisfaction mediates the relationship between service quality and the QOL resulting from spa and wellness tourism.

Perception of College Service Quality, Social Support, and Self Regulation as Predictor of College Student Subjective Well Being

Subjective well-being is an indicator of mental health that plays an essential role in college students because it significantly predicts academic achievement and dropout rates. This study aimed to determine the effect of perceptions on the quality of higher education services, social support, and self-regulation on college students' subjective well-being. The sample in this study was 325 college students from various universities in Indonesia. The data in this study were obtained through the College Student Subjective Well-Being Questionnaire, the Higher Education Performance Scale, the Multidimensional Scale of Perceived Social Support, and the Self Regulation Questionnaire to measure variables in this study. The collected data were then analyzed using multiple linear regression. This study showed that student perceptions of college service quality, social support, and self-regulation significantly influence college students' subjective well-being. Student perceptions of the college service quality were the main predictor of college students' subjective well-being. The implication of this research was that to improve the subjective well-being of college students, a comprehensive approach is needed that includes quality services from universities, social support, and good self-regulation skills in students.

Unveiling the Dynamics of Service Quality and Member Loyalty: A Comparative Analysis of Different Savings and Credit Cooperatives in Nepal

This study explores the level of service quality and member satisfaction within the context of Savings and Credit Cooperatives (SACCOS) in Nepal. By using data from a survey of 1209 randomly selected SACCOS members, the study dealt with the demographic composition, service quality perceptions, and member satisfaction levels across three distinct SACCOS: Bindabasini-Kavrepalanchock, Mahila Milan-Makawanpur, and Siddhartha-Kapilbastu. The analysis uncovers intriguing patterns in demographic characteristics and establishes a positive correlation between service quality dimensions and both member loyalty and positive words of mouth. The findings highlight the crucial role of tailored service quality dimensions in fostering member loyalty, positive advocacy, and overall cooperative success. Findings of this study not only contributes to the understanding of cooperative management strategies but also provides insights for the enhancement of member experiences, leading to sustained growth and impact. Thus, the findings of this study have important implications for cooperatives, researchers, policy makers, cooperative movement, government for devising appropriate intervention to enhance members’ satisfaction levels.

Determinasi Pada Loyalitas Pengaruh Kualitas Pelayanan dan Persepsi Harga Melalui Kepuasan

Micro enterprises are believed to be able to thrive in unstable situations because they operate independently and have a relatively small scope. Small and medium-sized business owners must be able to survive in an industry dominated by large and medium-sized companies. To achieve this, they need effective marketing strategies, focusing on service quality and price perception, in order to create customer satisfaction and loyalty. The sustainability of micro and small business owners depends on how well their products can endure. In this study, the third key factor (TKT 3) is active research and development. This may involve analytical studies and laboratory research to physically validate analytical predictions about separate elements of technology. For instance, it could relate to components that have not yet been integrated or those that represent a sample. The study population consists of residents in Tangsel, and sampling is done using purposive techniques. Using the Hair formula, the sample size is rounded to 100 individuals who will serve as research respondents. These respondents will be provided with a Google Form questionnaire for the research.

Exploratory insights into service quality and tourist perceptions in Fiji’s tourism sector

The service sector has become an integral component of the economy in both developed and developing nations. The role of service in tourism and hospitality is particularly profound. This paper reports on service quality across the attraction, accommodation, and transportation industries in Fiji, making it the first of its kind to examine this topic comprehensively in the country. With a 40 percent gross domestic product (GDP) contribution, tourism is Fiji’s major foreign exchange earner and leading economic sector. We collected data from visitors and industry representatives using in-depth interviews and participant as well as non-participant observations. Unlike attractions, critical service quality gaps were identified in the accommodation and transport components. Tourists specifically suggested improvements in areas such as overall hygiene, room functionality, and staff quality, among others. Research findings make substantial theoretical and practical contributions. Implications are discussed, and avenues for future research are suggested.

Investigation of The Role of The Quality of Servıces Offered at Fitness Centers on Customer Satısfactıon in Terms of Some Variables (Bayburt Example)

In this research, “The Analysis of the Role of Quality of Services Offered at Fitness Centers on Customer Satisfaction in Terms of Some Variables” is discussed. The intense pace of work in today's world has greatly worn people out physically and psychologically. This has led people to search for an environment where they can feel better socially, mentally, and physically. As a result, there has been an increase in the number of sports businesses and fitness centres, leading to competition among them. In this rapidly developing sector, service quality has become prominent, and the importance of customer satisfaction has been clearly demonstrated. Within this scope, the purpose of this thesis is to examine the role of service quality offered in fitness centers on customer satisfaction in terms of some variables. This research was carried out with volunteer participants who received service from fitness centers operating in the province of Bayburt. The study group consisted of a total of 304 people, including 166 men and 138 women. A personal information form and the "Perceived Service Quality Scale for Sports-Fitness Centers," developed by Uçan (2007), were used to collect the data. The scale consists of 31 items and 6 subscales. The obtained data and statistical analyses were evaluated using SPSS version 26 software. The pertinence of the variables to the normal distribution was examined using visual (histogram and probability graphs) and analytical methods. Descriptive analyses were submitted using the average and standard deviation. A one-way analysis of variance(ANOVA) test was used to compare the change in the process of time in the data with the normal distribution of the variables. The statistical significance level was accepted as p<0.05. In conclusion, service quality offered in fitness centers has a significant impact on customer satisfaction. Therefore, fitness centers should strive to provide quality service to increase customer satisfaction.Keywords: Fitness center, service quality, customer satisfaction

The Influence of Price Perceptions, Promotions and Service Quality on Customer Satisfaction with Maxim Online Motorcycle Taxi Services in Depok City

One practical and efficient alternative is an online motorbike taxi, which can take you to your workplace or the commuter line train station faster than other public transportation. The era of using the internet to build online motorbike taxi ordering applications has changed local motorbike taxis to internet-based ones via smartphone applications. The online motorcycle taxis that dominate in this city are Gojek and Grab; apart from that, Maxim offers cheaper rates than the others. This research aims to determine the influence of price perceptions, promotions, and service quality on customer satisfaction with Maxim's online motorcycle taxi service in Depok City. This research uses a quantitative descriptive method by distributing questionnaires via Google Forms. Meanwhile, the collection methods used are observation, questionnaires, documentation, and literature. In this research, the population is all online motorcycle taxi customers in Depok City who have used the Maxim application. In the research using a sample of 120 respondents. In analyzing the research data, SPSS 25 was used to calculate the results of the Multiple Linear Regression variable test, t-test, F test, and determination analysis. The results of this research show that, based on the t-test, price perception has a positive and insignificant effect on customer satisfaction, and based on the t-test, promotion and service quality have a positive and significant effect on customer satisfaction. Based on the results of the F Test, perceptions of price, promotion and service quality together significantly affect customer satisfaction with the Maxim online motorcycle taxi service in Depok City. Based on the results of multiple regression analysis, the influence of price perceptions, promotions and service quality on customer satisfaction is only 78.5%. In comparison, the remaining 21.5% is influenced by other variables not examined in this research.

The evaluation of dentistry services according to the SERVQUAL approach in the Dentistry School of Kerman Medical Sciences University

Background: Due to the complexity of health services, evaluating the aspects of quality in the healthcare sector is very important. Measuring the quality of dentistry school services of Kerman Medical Sciences University (KMU) in 2019–2020 is the main purpose of the present study. Methods: This cross-sectional and descriptive-analytical study was carried out on 200 patients at KMU Dentistry School during the 2019–2020 academic year. The data collection was done by using the SERVQUAL standardized questionnaire, which evaluates the service quality in six dimensions. The data were analyzed by implementing three non-parametric tests, including the Wilcoxon signed-rank test, the Kruskal–Wallis test, and the Mann-Whitney test using SPSS 26. Results: the participants’ perceptions and expectations concerning the six-fold dimensions of service quality in the KMU Dentistry School indicated significant differences (P < 0.001). In other words, the entire dimensions showed a positive gap, meaning the perceptions exceeded expectations. Conclusion: The consequences showed a meaningful relationship between the perceived service quality and the satisfaction of participants which can be enhanced by paying more attention to the service quality so that participants are satisfied and the motivation to continue using the services of such medical centers increases.

GEMİ TRAFİK HİZMETLERİNDE ALGILANAN HİZMET KALİTESİNİN KURUMSAL İMAJ ÜZERİNDEKİ ETKİLERİ: TÜRK BOĞAZLARI ÜZERİNE BİR ARAŞTIRMA

Vessel Traffic Services (VTS) is one of the most important aids for ships in the dangerous waters. Due to the ever-increasing sea transport and thus the number of ships in this service, the importance of the services offered by VTS has increased more in the course of time. Despite the advanced technological infrastructure and the improved VTS, however the safety of sea traffic is still mostly based on human factor. Although in the relevant literature there have been some studies revealing the effects of VTS on the safety, there has been no research on the service quality. The aim of this study is, considering the views of ship masters, to analyze the effects of the VTS service quality perceptions on the corporate image. The process of this study has been two-fold; developing a VTS service quality scale for shipmasters and the required through this scale measuring the perceptions of the service quality of the Turkish Straits Vessel Traffic Services (TSVTS) and the effects of these perceptions on the corporate image. Developing the model of study has been based on the relevant literature, and SERVQUAL model has been chosen. Firstly, in analyzing the perceptions, 20 experts from four diverse field have been interviewed and a pilot study has been carried out with shipmasters (n=72). The questionnaire, which has been conducted through shipmasters (n=192) who have used the Turkish Straits, has comprised 25 statements constituting two dimensions as “Perceived Service Quality (PSQ)” and “Corporate Image (CI)”. The results reveal that there is a strong interrelationship between the perceptions of the TSVTS’ service quality and corporate image for shipmasters. The VTS-PSQ scale develop through this research is expected to contribute to evaluating the VTS service quality and thus to the safe navigation through the relevant sea ways.

Pengaruh Kualitas Produk, Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasaan Pelanggan Larut Coffe

The purpose of this study was to determine the effect of product quality, service quality and price perception partially and simultaneously on customer satisfaction at Larut Coffe. This research uses quantitative methods. The population in this study were the customers of Larut Coffe. The sample used in this study was 100 respondents who were customers of Larut Coffe. In this study, purposive sampling was used, namely a technique with certain criteria, which in this study were buyers who came to Larut Coffe two or more times. The data collection method used is by distributing questionnaires to consumers to get 100 respondents according to predetermined criteria. Then the researcher conducted a survey after first testing the validity and reliability. The data analysis method used in this study is regression analysis. The results of the study prove that partially product quality has a significant and significant effect on customer satisfaction, the service quality variable has a significant effect on customer satisfaction and the price perception variable has a significant effect on customer satisfaction at Larut Coffe.

Basics of brand building in the banking industry

This article explores the fundamentals of brand building in the banking industry, emphasizing the increasing importance of brand management in a globalized and competitive market. The study delves into the theoretical and practical aspects of brand formation, drawing on insights from scholars such as K. Keller, D. Aaker, and others. It highlights the role of relationship marketing strategies in cultivating customer loyalty and underscores the significance of employees in brand building, particularly in the retail banking sector.
 The research reveals that service quality is a critical factor influencing customer satisfaction and loyalty, with a specific focus on electronic banking services. It discusses the challenges in building and promoting bank brands, including attracting consumer attention, promoting recall, and creating lasting relationships. The article also addresses the evolving landscape of the banking sector, emphasizing the impact of technology integration and heightened competition.
 Corporate image and reputation emerge as key elements in ensuring sustainable business growth, with a positive image contributing to customer retention and loyalty. The study underscores the importance of factors such as reliability, quality, customer orientation, social responsibility, and ethical business conduct in shaping a bank's corporate reputation. Additionally, the article explores the complex nature of service branding in the financial sector, particularly in retail banking, and the challenges associated with valuation and risk assessment.
 The quality of services, especially in electronic banking, plays a crucial role in customer satisfaction, loyalty, and retention. The article highlights the significance of meeting customer expectations and the role of emotional associations in shaping perceptions of service quality. It discusses the impact of trust on customer behavioral intentions, emphasizing the importance of security and risk considerations in electronic banking services.
 In conclusion, the article provides insights into the multifaceted dynamics of brand building in the banking industry, shedding light on the interconnectedness of service quality, customer satisfaction, and brand loyalty.

The Impact of Service Quality on Customer Satisfaction: The Mediating Effect of Perceived Price in Thailand Small Medium Enterprises

This study investigates the impact of service quality on customer satisfaction, with a special focus on the mediating role of perceived price in the context of Thailand's Small and Medium Enterprises (SMEs). In an era where service quality has become a pivotal factor in differentiating businesses, particularly in the SME sector, understanding its influence on customer satisfaction is crucial. The study also explores how the perception of price plays a mediating role in this relationship, a factor that is particularly relevant in the cost-sensitive market of Thailand. A quantitative research methodology was employed, utilizing a structured questionnaire to collect data from a sample of 324 respondents, comprising customers of various SMEs in Thailand. The questionnaire was designed to measure perceptions of service quality, customer satisfaction, and the perceived price. Statistical analyses, including regression analysis and mediation analysis, were conducted to examine the relationships between these variables. The results of the study are expected to provide insightful implications for SMEs in Thailand, demonstrating how service quality directly influences customer satisfaction and how this relationship is further shaped by the customers' perception of price. This research not only contributes to the academic understanding of these dynamics but also offers practical guidance for SMEs in optimizing their service delivery and pricing strategies to enhance customer satisfaction.

Ekonomija dijeljenja

This paper focuses on the two most prevalent and economically significant services of the sharing economy: accommodation and transport. Its primary objective is to compare these two crucial sectors in terms of user perspective and their perceived service quality. Given that these platforms operate similarly, this study aims to determine if there are unique aspects that require different approaches or areas that need to be improved. This is crucial for making these platforms function better and provide a better experience for users. The quality of service was analysed through technical and social categories. The goal was to determine whether and how the aforementioned service quality categories affect user behaviour and whether there are differences in the ranking of service quality categories from the users’ perspective, depending on the individual sector of the sharing economy. On a sample of 327 respondents, SEM analysis was used to show that the technical and social categories of service quality positively and directly influence the behavioural intentions of users in the sharing economy in both the accommodation and transport sectors. The findings also revealed that, for the users of the sharing economy service in the accommodation sector, the social category of service quality is more important than the technical category, while for the users of the sharing economy services in the transport sector, the technical category of service quality is more important than the social one.

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.

HİZMET KALİTESİ VE FİYAT ALGISININ MÜŞTERİ MEMNUNİYETİ VE SADAKATİ ÜZERİNDEKİ ETKİSİ: ERZURUM’DA FAALİYET GÖSTEREN GÜZELLİK MERKEZLERİ ÜZERİNE BİR ARAŞTIRMA

Günümüzde sadece kadınlar değil aynı zamanda erkekler de kişisel bakımlarına dikkat etmektedirler. Bu durum kişisel bakım ile ilgili olarak güzellik merkezlerinin önemini etkilemektedir. Sektörde yer alan firmaların kaliteli hizmetleri düşük fiyatlar ile müşteri memnuniyetini sağlayacak ve müşteri sadakatini kazanacak şekilde ilgili pazara sunmaları rekabet edebilirliklerini artıracaktır. Bu doğrultuda çalışmanın amacı Erzurum il merkezinde bulunan güzellik merkezlerinde hizmet kalitesi ve fiyat algısının müşteri memnuniyeti ve sadakati üzerindeki etkisini belirlemektir. Alanyazında müşteri sadakatine olan pozitif etkileri bağlamında birçok defa ele alınmış olan hizmet kalitesi ve fiyat algısı araştırmanın bağımsız değişkenleri olarak belirlenmiştir. Bu ilişkinin daha açık ve saflaştırılmış bir biçimde ortaya çıkarılabilmesi amacıyla da müşteri sadakatinin gerçekleşmesine zemin oluşturduğu varsayılan müşteri memnuniyeti değişkeninin bu ilişkide bir etkiye sahip olup olmadığı çalışmanın ana sorunsalı olarak belirlenmiştir. Bu bağlamda hizmet kalitesi ve fiyat algısının müşteri sadakatine olan etkisinde müşteri memnuniyeti değişkeninin aracılık etkisinin araştırılması çalışmanın ana araştırma konusunu teşkil etmektedir. Bu amaçla oluşturulan 400 anket, Erzurum il merkezinde bulunan güzellik merkezlerinden faydalanan tüketicilere 2022 Aralık ve 2022 Şubat aylarında çevrimiçi ve yüz yüze olarak uygulanmıştır. Elde edilen veriler SPSS 28.00 paket programı yardımıyla, frekans analizi, güvenilirlik analizi, Wann Whitney U testi, Kruskal Wallis testi ve regresyon analizine tabi tutulmuş ve sonuçlar yorumlanmıştır. Ayrıca çalışmada aracılık etkilerinin tespiti amacıyla aracılık analizi yapılmıştır. Yapılan analizler neticesinde hizmet kalitesi ve fiyat algısının müşteri sadakatine etkisinde müşteri memnuniyetinin ayrı ayrı aracılık etkilerinin söz konusu olduğu tespit edilmiştir.

Perceptions of Higher Education Service Quality Have a Significant Influence on Predictors of Student Subjective Well-Being

Subjective well-being is an important mental health indicator to study in students because it significantly predicts academic achievement and college dropout rates. This research aims to determine the influence of perceptions of the quality of higher education services, social support, and self-regulation on students' subjective well-being. The sample in this study was 325 students from various universities in Indonesia. The data in this research was obtained through the Student Subjective Well-Being questionnaire, the Higher Education Performance scale, the Multidimensional Scale of Perceived Social Support, and the Self-Regulation Questionnaire to measure the variables in this research. The collected data was then analyzed using linear multiple regression. The results of this study indicate that students' perceptions of the quality of higher education services, social support, and self-regulation significantly affect students' subjective well-being. Student perceptions of the quality of higher education services were established as the main predictor of students' subjective well-being. The results of this research imply that to improve students' subjective well-being, an approach is needed that includes quality services from the university, social support, and good self-regulation skills for students.

The impact of differential pricing on perceived service quality and guest satisfaction: An empirical study of mid-scale hotels in India

The aim of this article is to identify the key factors of differential pricing and its impact on perceived service quality and guest satisfaction. Great attention has been given by researchers to service quality and guest satisfaction in the tourism and hotel industry. This study however examines an integrated model of differential pricing, perceived service quality and guest satisfaction linked to value perception and satisfaction among guests for prices offered at the time of room booking, and the services available during their stay. A self-administered questionnaire was given to guests who stayed in mid-scale hotels and 334 responses were collected randomly. Structural equation modelling was used to examine the data set, a second-generation method that enables simultaneous modelling of a large number of independent and dependent variables. Partial least square SmartPLS 4.0 was used to evaluate the data. The measurement model and the structural model are the two used to examine the data. According to survey results and findings, booking channel and booking volume are significantly related to guest satisfaction. Additionally, the booking channel has a significant relationship with perceived service quality. Maintaining high-quality websites is crucial to attracting visitors and keeping them, eventually leading to more people using travel websites out of loyalty.

Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment

PurposeThis study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.Design/methodology/approachIt applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.FindingsThe results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality.Research limitations/implicationsThe current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context.Practical implicationsThe results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions.Originality/valueThe results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.