Perceived Service Quality Research Articles

Pengaruh Kualitas Pelayanan, Kualitas Produk, Lokasi Dan Persepsi Harga Terhadap Kepuasan Konsumen

The aim of this research is to examine the analysis of the influence of service quality, product quality, location and price perception on consumer satisfaction at the Mang Khalim grated coconut stall located in the Ngampel Kendal traditional market. Previous research obtained different consumer satisfaction results. Therefore, this research aims to review previous researchers regarding consumer satisfaction. This research had 98 respondents from consumers of Mang Khalim grated coconut stalls using the Snowball Sampling technique. The analysis method in this research uses the SmartPLS 3.0 tool. The results of this research show that service quality and price perception have a negative and insignificant influence on consumer satisfaction. Meanwhile, product quality and location have a very positive influence but do not have a significant influence on consumer satisfaction.

The Effect of Perceived Service Quality on Customer Loyalty in Sports-Fitness Facilities

This research aimed to investigate the effect of service quality on customer loyalty in sports-fitness facilities. The sample of the research consisted of 311 individuals, 165 males and 146 females, who were members of 6 sports – fitness centers in Istanbul and Niğde. In the research, a questionnaire containing 3 parts was used as a data collection tool. In the first part, the items defining the research group were included. In the second part, "Scale of Perceived Service Quality of Sports-Fitness Centers" developed by Uçan (2007) was used. In the third part, the "Customer Loyalty Scale" developed by Zeithaml et al., (1996) and adapted into Turkish by Savaş (2012) was used. SPSS 22 program was used in the analysis of the data, while detailed graphic statistics were used for demographic data, scale scores, and regression analysis was used for relational analysis. When the descriptive statistics results of the research were examined, it was observed that the perceived service quality sub-dimension scores and customer loyalty scale scores were above the mean. Looking at the relational analysis part of the research, it was determined that interaction, output and program quality in sports-fitness facilities had a significant positive effect on customer loyalty. According to these results, it was suggested that sports facilities should give importance to interaction, output and program quality to ensure customer loyalty.

유튜브 프리미엄 서비스의 차별적 특성과 이용자의 감당 능력이 서비스 수용에 미치는 영향

In investigating the acceptance behaviors of YouTube premium services, this study sought to overcome the limitations that most studies have discussed with a focus on the differentiation of the service. This study proposed a research model that reflects the psychological reactance and discomfort of users who have to decide whether to accept paid services in a situation where free services are switched to paid services, in addition to service differentiation, and the ability to afford paid services. In addition, since a significant number of Korean users are showing excessive dependence on YouTube, we wanted to verify the moderating role of YouTube addiction on the YouTube premium acceptance process. As a result of the verification, it was possible to identify the discriminatory characteristics of YouTube's premium service and the user's ability to afford it to affect the perception of service quality and subsequently affect the user's attitude and acceptance behavior. In addition, the moderating role of addiction was confirmed by demonstrating that the group with a high addictive tendency showed a greater influence on the influence of user customization, expanded services, and ad exposure sensitivity on perceived quality than the group with a low addictive tendency.

Artificial intelligence-powered digital solutions in the fashion industry: a mixed-methods study on AI-based customer services

ABSTRACT The use of AI chatbot applications with social media messengers aims to shape the ‘online to offline' approach to chat-based purchases. Using a sequential mixed-methods approach, we examined customer experiences with and the uses and gratifications of AI chatbots, and the influence of customers' perceptions of service quality in AI-based customer services on favourable customer experiences, brand loyalty and purchase loyalty. Twenty-five online shoppers participated in our qualitative study, which was analysed using a thematic analysis. Subsequently, our quantitative study involving 423 online shoppers employed structural equation modelling. We identified that seeking an instant response, real-time information, fast navigation and transactions and useful advice and suggestions were the uses and gratifications of AI chatbots. Furthermore, customers’ perceptions of empathy and automated responsiveness in AI chatbots were determinants of positive customer experiences with AI-based customer services. Favourable customer experiences with AI chatbots affected brand loyalty, which in turn influenced purchase loyalty.

Technology Acceptance Model for the Use of Learning Management System in Indonesia

This research is based on a problem, mainly that there has been an increase in the usage of learning management systems, necessitating the use of TAM for evaluating user acceptance. This research is categorized as quantitative research using Partial Least Squares – Structural Equation Modelling (PLS-SEM) technique method. Data collection technique were obtained through online questionnaires involved 100 respondents of Learning Management System (LMS) users. The questionnaires were assembled based on 21 instruments which were indicators in this study. The results shows that compatibility does not have a significant effect on perceived usefulness, but it has a significant impact on perceived ease of use. Perceived ease of use has a significant influence on perceived usefulness. Perceived service quality and perceived usefulness have an effect on behavioral intention while perceved ease of use does not have an impact on behavioral intention. Perceived usefulness was simultaneously affected by 50.2%, perceived ease of use was affected with 10.8%, and the behavioral intention variable was simultaneously influenced by 19.2%.

Factors Affecting Schools’ Acceptance of Platform SIPLah Implementation Using UTAUT Modified Model

SIPLah is an inventive process for purchasing goods and services in educational institutions. It facilitates the reporting process by providing online marketplace partners, non-cash electronic payments, and digitization of documents. The purpose of this study is to examine the impact of SIPLah adoption on the quality of good government governance and identify the factors influencing educational institutions in adopting SIPLah. The study was conducted with 210 respondents, who are school principals or officially appointed individuals responsible for procuring goods/services. Questionnaires were distributed online, and data were analyzed using Structural Equation Model (SEM). The results show that Use Behavior in SIPLah adoption significantly influences good government governance. Performa expectancy, effort expectancy, and perceived service quality significantly influence attitude towards SIPLah adoption and usage. Conversely, social influence, facilitating condition, Trust in application, and perceived risk do not significantly affect attitude in adopting SIPLah.

Using a Bayesian meta-frontier approach to evaluate airline performance: The nexus between airline efficiency and customer satisfaction

A balanced panel of 83 airlines during 2011–2019, classified into (a) high perceived service quality and (b) low perceived service quality, was incorporated into the Bayesian meta-frontier framework. Our findings were obtained from applying a novel method to data sourced from the ICAO Data+ and Skytrax databases. We obtained consistent efficiency and meta-technology efficiency estimates, shedding light on airlines’ business models, products, and services to improve their efficiency and customer satisfaction. Specifically, we did not identify a trade-off between customer satisfaction and airline efficiency. However, larger firms were more likely to achieve this dual objective. Airlines classified as having high service quality reported greater allocative inefficiency than their low-quality service counterparts. During periods with or without minor external shocks (e.g., 2011–2019), airlines could offer premium products at reasonable prices or with a better quality and cost-of-service balance (e.g., premium economy cabins, extra legroom, inflight entertainment, and Internet).

The Influence of Effective Communication, Patient Experience on Patient Loyalty Mediated By Trust

The attitude of loyalty of customers (patients) to a service product in hospitals can be grown by service providers (hospitals) by improving the quality of their services to these patients. Satisfaction with the patient, so that by creating a sense of patient satisfaction, the attitude of patient loyalty to hospital services will be formed. The patient's assessment of quality is determined by two things, namely the patient's expectations of quality (expected quality) and the patient's perception of quality (perceived quality). Patient perceptions of service quality are influenced by expectations of the desired service (Zeithaml et al., 1985) . The aim of this research is to analyze the effect of effective communication, patient experience on patient loyalty mediated by trust. The research method is to use associative quantitative by testing the hypothesis with the path analysis approach. The results showed that there was an effect of effective communication, patient experience on patient loyalty mediated by trust.

Perception of Crisis Management, Service Quality, and Loyalty Programs on Airline Travel Intention: What Roles Do Fear of COVID-19 and Risk Attitude Play?

This research investigates the antecedents of airline travel intention, including the effects of crisis management, service quality perceptions, and loyalty programs, along with the fear of coronavirus disease (COVID-19) and risk attitude among individuals from different parts of the world during the peak of the pandemic. Its main objective is to assess how these variables impact passenger airline travel intention. Partial least squares structural equation modeling was used to assess the measurement model and test the hypothesized relationships on the sample of 944 travelers. Results indicated strong positive associations between fear of COVID-19, risk-averse attitudes, and service quality with respect to travel intention. On the other hand, perception of crisis management handling and loyalty programs did not have significant influence on travel intention during the global pandemic. Interestingly, the researchers found that risk-averse attitude positively influences both crisis management and service quality perception. Therefore, airline decision-makers need to consider the psychological aspect of fear of COVID-19 and other researched dimensions to regain passenger confidence and stimulate travel demand regardless of the risk-averse attitude.

Customer perceptions of mobile telecommunication providers in determining satisfaction and loyalty: focusing on college students

The increased demand for mobile services drives increasingly fierce competition among mobile telecommunications providers in Indonesia. New promotional strategies are needed, and companies are advised to determine the target group of customers to collect objective and adequate information regarding their real needs, such as college students. Therefore, this study examines college students' perceptions of adopting mobile telecommunication provider services in Indonesia. This study especially explains the effects of customer perceptions regarding service quality, price fairness, and brand image on satisfaction that leads to customer loyalty. A total sample of 208 customers of the mobile telecommunication providers in Java Island were randomly selected for the study, and the data collected was analyzed with CB-SEM. The empirical results revealed a positive significant impact of customer perceptions of service quality, price fairness, and brand image on customer satisfaction. College students’ perception of price fairness has the largest significant positive influence on customer satisfaction and loyalty. The mediation mechanism analysis also confirms that customer satisfaction partially mediates between customer perceptions of service quality and brand image. This study suggests that mobile telecommunication providers in Indonesia develop superior pricing strategies to increase customer satisfaction, leading to customer loyalty.Customer Perception

Analysis of Service User Perceptions of Services at the Kuala Tungkal Ferry Port

The Kuala Tungkal Ferry Port is located in Tungkal I Village, Tungkal Ilir District, Tanjung Jabung Barat Regency, Jambi Province. Kuala Tungkal Ferry Port is a ferry port organized by the Department of Transportation of West Tanjung Jabung Regency. The Kuala Tungkal Ferry Port serves two routes, namely the pioneering Kuala Tungkal - Dabo Singkep route and the Kuala Tungkal - Telaga Punggur commercial route. Based on the results of the survey in the field, it was found that several services for service users had not been carried out properly, such as the unavailability of evacuation route instructions, evacuation gathering points and emergency telephone numbers, unavailability of port plans/layouts, inappropriate breastfeeding mother room facilities and passenger lane facilities. (gangway) pedestrians and vehicles that have not been separated.
 This study uses the Customer Statisfaction Index method to determine the level of overall service use satisfaction by looking at the level of importance of service facility instruments, Gap Performance - Importance to determine the gap between service user expectations and perceived service quality and Importance Performance Analysis Quadrant Mapping for to find out the attributes that are the main priorities for improving service quality.
 Based on the results of the analysis of the Customer Statisfaction Index, the satisfaction index of service users is 69.74% and is included in the satisfied category. Based on the results of the Gap Performance-Importance analysis, the highest gap value is (-1.32) on the attribute of a telephone number sticker for complaints of security disturbances so that passengers can submit complaints about security at the port. Based on the results of the Importance Performance Analysis Quadrant Mapping analysis, there are 7 attributes that are in quadrant I as the main priority for improvement so that the level of satisfaction of service users can increase.

University students’ perceived service quality and attitude towards hybrid learning: ease of use and usefulness as mediators

PurposeNumerous academic institutions have embarked on the pursuit of hybrid learning as an alternative approach, catering to students who opt for replacing a fraction of their conventional in-person meeting schedule with remote teaching. However, these new remote learning patterns have brought forth new stands against students' expectations. The universities have come across immense challenges in devising efficacious strategies that encompass the delivery, effectiveness and acceptability of hybrid courses. Consequently, identifying pivotal determinants related to user acceptance of technology persists as a crucial matter. This study aims to shed light on the adoption of hybrid learning from students' perspectives.Design/methodology/approachStructural equation modelling (SEM) was employed to scrutinise the proposed research model and hypotheses. A total sample of 444 students responded and partook in the survey. The data were analysed using AMOS software, a powerful tool for statistical analysis in the field of social sciences.FindingsThe findings of this study show that perceived service quality positively and significantly impacts the ease of use and usefulness of a hybrid learning system among students. In addition, the results demonstrate that ease of use and usefulness of the system positively and significantly influence students' favourable attitudes toward hybrid learning. Remarkably, the statistical analysis unveils the significant mediating effect of ease of use and usefulness in the relationship between perceived service quality and students' attitudes toward hybrid learning.Research limitations/implicationsThe findings suggest that the pervasive dependence on information systems and the quality of service from novel technologies continues to be a vital influence in the learning environment. The study has provided valuable insights into student perseverance learning strategies for higher education institutions.Originality/valueThis study's novelty lies in illuminating the crucial role of ease of use and usefulness as mediators, highlighting their criticality in enhancing students' attitudes towards hybrid learning. Notably, the study underscores that perceived service quality exerts a positive influence on ease of use and usefulness.

Customer Loyalty is Affected by Service Quality, Product Quality, and Sales Promotion on Publishing Pareto Customers Erlangga Pekanbaru

Customer loyalty is an essential factor in business success. In the publishing industry, such as Pareto Publisher Erlangga, creating customer loyalty is crucial for maintaining a competitive market share. Therefore, this research aims to analyze the relationship between service quality, product quality, sales promotion, and customer loyalty among Publisher Erlangga's Pareto customers in Pekanbaru. This study adopts a quantitative approach by collecting data from 92 respondents who are customers of Pareto Publisher Erlangga in Pekanbaru. The research instrument used is a questionnaire consisting of questions about customer perceptions of service quality, product quality, sales promotion, and loyalty to Erlangga Publisher. The results of data analysis using the multiple linear regression method indicate that service quality, product quality, and sales promotion have a significant positive influence on customer loyalty. This means that the higher the customers' perception of service quality, product quality, and sales promotion, the higher their level of loyalty to Erlangga Publisher. These findings have important implications for Pareto Publisher Erlangga in Pekanbaru to enhance customer loyalty. They should focus on improving service quality, such as responsiveness to customer inquiries, speed of service, and ease of communication. Additionally, they should ensure that the products they offer are of high quality and meet customer expectations. Moreover, effective sales promotion strategies should also be implemented to build awareness and interest among customers. Pareto Publisher Erlangga in Pekanbaru can develop more effective strategies to maintain and increase their market share. This research can serve as a reference for the publishing industry and other businesses in understanding the importance of service quality, product quality, and sales promotion in fostering customer loyalty.

The role of social accountability in changing service users’ values, attitudes, and interactions with the health services: a pre-post study

This study evaluated the effects of community engagement through social accountability on service users’ values, attitudes and interactions. We conducted a pre–post study of the community and provider driven social accountability intervention (CaPSAI) over a 12-month period among 1,500 service users in 8 health facilites in Ghana and in Tanzania (n = 3,000).In both countries, there were significant improvements in women’s participation in household decision-making and in how service users’ perceive their treatment by health workers. In both settings, however, there was a decline in women’s knowledge of rights, perception of service quality, awareness of accountability mechanisms and collective efficacy in the community. Though CaPSAI intervention set out to change the values, attitudes, and interactions between community members and those providing contraceptive services, there were changes in different directions that require closer examination.

Effects of behavioural intention on usage behaviour of digital wallet: the mediating role of perceived risk and moderating role of perceived service quality and perceived trust

In today's digital economy, digital wallets are becoming increasingly significant. Various factors influence digital wallet’s usage behaviour, e.g. consumer attitudes and views of digital wallets, the perceived benefits and hazards of using digital wallets, and the ease of use and reliability of digital wallet services. This study empirically examines the usage behaviour of digital wallets, with a particular focus on the role of perceived risk as a mediator and role of perceived trust and perceived service quality as moderators. This quantitative and primary data-based study used survey approach to collect data using structured questionnaires from 450 digital wallet users, and data were analyzed using PLS-SEM (Smart PLS 4.0). The findings show that behavioural intention positively and significantly impacts digital wallet usage behaviour, and perceived risk mediates the proposed relationship, while perceived trust and service quality showed strong moderating effects on the relationship between perceived risk and digital wallet usage behaviour. The study adds to the literature on digital wallet adoption and usage by emphasizing the complex relationship between behavioural intention, perceived risk, perceived trust, and perceived service quality. The findings can help digital wallet service providers to build successful strategies to increase its’ acceptance and usage.

‘I do not know’: an examination of reactions to virtual agents that fail to answer the user’s questions

ABSTRACT Virtual agents (VAs) used by retailers for online contacts with customers are becoming increasingly common. So far, however, many of them display relatively poor performance in conversations with users – and this is expected to continue for still some time. The present study examines one aspect of conversations between VAs and humans, namely what happens when a VA openly discloses its knowledge gaps versus when it makes attempt to conceal them in a setting in which it cannot answer user questions. A between-subjects experiment with a manipulated VA, and with perceived service quality as the main dependent variable, shows that a display of a high level of ability to answer user questions boosts perceived service quality. The study also offers explanations of this outcome in terms of mediating variables (perceived VA competence, openness to disclose own knowledge limits, usefulness, and learning-related benefits).

The Associated of Perceived Service Quality to Customer Behaviour Towards Use and Purchase Intention in Freemium Services

The rise of the freemium business model has presented challenges for service developers in balancing service quality and generating demand for premium offerings. This study examines the relationship between perceived service quality, continued use of freemium services, and the decision to purchase premium content in the context of online events. The research focuses on LombaCademy, an educational platform who currently developing new online program names sharing sessions. Drawing on data collected from participants of LombaCademy's webinars (N = 220), this research utilized the PLS-SEM method through SmartPLS software. the objectives of the study are to examine the impact of service quality dimensions, including tangibility, reliability, responsiveness, assurance, and empathy, on continued use of free services and the decision to purchase premium products or features. The findings reveal significant positive relationships between empathy and tangibility to use intention. Moreover, use intention was found to have a significant direct and total effect on purchase intention, highlighting the importance of fostering use intention to drive purchase behaviour. Notably, reliability was identified as another significant predictor of purchase intention These findings provide valuable insights for LombaCademy's business strategies in the competitive landscape of freemium services, particularly in the education industry. However, it is important to note the limitations of this study. The findings are based on a specific time and a sample of participants who have attended LombaCademy's webinars, which may limit generalizability to other service contexts or industries. Future research could explore the moderating effects of contextual factors and examine the role of emerging technologies to further enhance service quality and consumer behaviour in online events.

Implementing quality function deployment using service quality and Kano model to the quality of e-learning

<span lang="EN-US">E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number of e-learning successes and future improvement efforts. Three research methodologies were used in this study to measure, classify, and translate service quality into an improvement process, namely SERVQUAL, Kano model, and quality functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as e-learning users were done to examine the developed methodology. The partial least square (PLS) method was used to process the data. This study employed the quantitative method. Website content, assurance, empathy, responsiveness, tangibles, reliability, and learning content are variables in this approach. This study provided knowledge on identifying and analyzing the quality of e-learning services using the service quality (SERVQUAL) method by calculating the score gap between the perceived service quality assessment (performance) and the expected service quality using website content, assurance, empathy research variables, responsiveness, tangibles, reliability, learning content, e-learning quality, satisfaction, and behavioral intention. This study also evaluates what improvements can be made to improve the quality of e-learning services.</span>

핀테크 이용 경험, 서비스 품질, 신뢰, 지속 이용성 의도에 대한 실증연구

This study investigates to provide information on the usage psychologies of FinTech services. Using cognitive behavioral theory, this study develops a theoretical research framework. Using the proposed model, this study analyzes the relationships among usage experience of FinTech services, perceived services quality, perceived trusts, and sustainable intention to use of FinTech services. The results of this study provide useful information for establishing marketing and customer relationship management strategies for FinTech services in the future.

Investigating the impact of service leaders’ competencies, organisational service orientation, network capabilities, and perceived service quality on Umrah travel agencies’ performance

PurposeThis study aims to fill several gaps in the literature. First, it examines the Umrah industry from the supply side, investigating the pivotal factors for travel agencies’ performance. Second, it empirically investigates service leaders’ competencies specific to the hospital and tourism industry. Third, it clarifies whether there is a direct impact of organisational service orientation on business performance. Fourth, it explores the influence of network capabilities in a service context, specifically in travel agencies, which has rarely been discussed.Design/methodology/approachThis is a mixed-method study with sequential explanatory research design. First, a quantitative approach was conducted with 150 authorised travel agencies in Indonesia, with two manager-level employees representing each agency. The data were analysed using descriptive statistics and structural equation modelling. A qualitative study was conducted to enrich the findings by interviewing the Director of Umrah and Hajj Development of the Ministry of Religious Affairs of the Republic of Indonesia and three other respondents.FindingsService leaders’ competencies and resource capacity significantly influence organisational service orientation, leading to enhanced perceived service quality and performance. In addition, resource capacity influences network capabilities, improving performance.Originality/valueThis study identifies factors affecting the performance of Umrah travel agencies in an intensely competitive environment, which has rarely been discussed. This sheds light on how travel agencies can survive and succeed in this competitive industry. Moreover, this study provides evidence regarding the role of network capabilities in the tourism industry and the impact of organisational service orientation, both directly and indirectly, on performance.