Quality Of Service Performance Research Articles

ANALISIS KUALITAS LAYANAN PENGUSAHA PENGURUSAN JASA KEPABEANAN (PPJK) PADA PERUSAHAAN FREIGHT FORWARDING MENGGUNAKAN SERVICE QUALITY (SERVQUAL)

The increasing trend in import-export activities demands optimal service, especially in customs clearance. Exporters and importers who cannot manage these processes can delegate authority to Customs Clearance and Forwarding Service Providers (PPJK). Company data reveals that the number of Sea Freight service users as exporters from January to December 2022 is higher than the number of service users employing PPJK. The research aims to analyze the quality of PPJK services in Freight Forwarding companies to provide services aligned with customer expectations. This study employs questionnaires and the Service Quality (Servqual) method to assess customer satisfaction, Importance Performance Analysis (IPA) to gauge company service quality, and Potential Gain in Customer Value (PGCV) to prioritize improvements. The Servqual results indicate that 33 attributes show negative gap values, indicating customer dissatisfaction, while 5 attributes exhibit positive ones. The IPA matrix results depict 7 attributes in quadrant I, representing low service quality performance but high customer expectations. The PGCV analysis prioritizes improvement in attributes U3, T1, U1, RS3, A4, CC1, and S3. The recommended improvements for the company include organizing customer gatherings, developing a web-based application, enhancing communication, providing problem-solving assistance, increasing staffing, delivering explanations in simple language, and strengthening monitoring processes.

Nurturing trust in Islamic banking within the metaverse for market success

Purpose This study aims to investigate the impact of trust in the metaverse on the Islamic banking sector, particularly in facilitating market success. Additionally, it seeks to explore the relationship between metaverse-driven brand image, product features, service quality and overall performance in the market. Design/methodology/approach Data were collected from 187 participants in Jordan, with the SmartPLS software used to test the hypotheses. Findings The findings reveal a significant impact of metaverse-enhanced brand image, product features and service quality on Islamic banking market performance. Furthermore, customer trust in the metaverse plays a significant role in shaping the relationship between product features, service quality and Islamic banking market performance. Originality/value The study’s practical implications still suggest the need for a more holistic metaverse-driven approach. Investing in service quality initiatives alone may not adequately build and sustain customer trust in the metaverse. Instead, transparent communication on ethical practices in the metaverse is required to reinforce trust and magnify the positive influence of superior service quality in the metaverse.

Analysis Of Customer Satisfaction With Packaged Drinking Water Products Using Service Quality (SERVQUAL) And Importance Performance Analysis (IPA) Methods

PT. XYZ is a bottled mineral water manufacturer in Gresik, striving to deliver customer satisfaction and stay competitive. This study aims to quantify consumer satisfaction with PT. XYZ's product quality. We collected data through a questionnaire and analyzed it using the Servqual method and Importance Performance Analysis (IPA). The questionnaire included nine quality attributes, categorized into five dimensions. IPA was utilized to prioritize service quality attributes. The Servqual method revealed a negative gap, indicating suboptimal service. The Cartesian IPA diagram highlighted two critical areas for improvement: enhancing staff interaction during service and improving personnel demeanor, specifically their politeness, and friendliness. These improvements are vital as they align with consumer expectations and are essential for enhancing overall service quality at PT. XYZ. Keywords: Service Quality, Importance Performance Analysis (IPA), SERVQUAL

The Influence of Service Quality and Employee Performance on Customer Satisfaction in the Maja Langu Savings and Loan Cooperative, Denpasar

Purpose:In the competitive business world, customer satisfaction is the main focus for companies. It is not just a goal but also the key to attracting and retaining consumers. This study investigates the influence of service quality and employee performance on customer satisfaction at the Maja Langu Savings and Loans Cooperative, Denpasar.Methodology:64 respondents were successfully obtained by applying the purposive random sampling method and considered representative of the overall sample. Data analysis was carried out using multiple linear regression after undergoing instrument and classical assumption tests. The approach used is quantitative, with a questionnaire as the data collection instrument.Findings:The research results show that service quality and employee performance positively and significantly impact customer satisfaction at KSP Maja Langu, Denpasar. These two factors individually have a positive and significant influence on customer satisfactionImplication:These findings have important implications for the management and employees of KSP Maja Langu in maintaining and increasing customer satisfaction. Improving service quality and employee performance will help increase customer satisfaction at the Maja Langu Denpasar Savings and Loans Cooperative.

The Influence of Service Quality, Customer Relationship Management (CRM), and Image on Patient Satisfaction and Service Marketing Performance at A Type B Private Hospital in Makassar

Purpose: The overarching purpose of this research encompasses a multifaceted examination aimed at understanding various factors influencing patient satisfaction and service marketing performance in private hospitals in Makassar. Specifically, the objectives are to explore the impact of service quality, customer relationship management (CRM), and image on patient satisfaction, as well as to analyze their influence on service marketing performance. Methods: Primary data for this study were collected through a survey conducted among 160 inpatients across four Type B private hospitals in Makassar. The survey was administered between April and June 2022. Data analysis was conducted using Structural Equation Modeling (SEM), a statistical technique utilized to examine complex relationships among variables. Results and Discussion: The findings of the research revealed several significant insights: (1) Service quality, CRM, and image each had a direct impact on patient satisfaction at private hospitals in Makassar. (2) Furthermore, patient satisfaction was found to significantly influence service marketing performance. (3) Additionally, the study identified indirect effects, such as the influence of service quality, CRM, and image on service marketing performance mediated through patient satisfaction. Implications of the Research: These findings hold important implications for private hospitals in Makassar. Understanding and enhancing service quality, CRM practices, and image perception can directly contribute to improving patient satisfaction, which in turn positively impacts service marketing performance. By recognizing and addressing these factors, hospitals can better align their strategies to meet patient needs and enhance overall performance. Originality/Value: This research contributes to the existing literature by providing comprehensive insights into the dynamics between service quality, CRM, image, patient satisfaction, and service marketing performance in the context of private hospitals in Makassar. The study's findings offer valuable guidance for hospital management in devising effective strategies to optimize patient satisfaction and enhance service marketing outcomes, ultimately improving overall organizational performance.

ANALISIS KEPUASAN PETANI PADI PENGGUNA LAYANAN JASA ALAT MESIN PERTANIAN DI KABUPATEN BANYUWANGI

The study aims to measure the quality of service performance and measure the level of farmer satisfaction with UPJA Tani Makmur services. The sampling technique used is purposive sampling as many as 34 farmers have used UPJA services more than twice. The variables used in the study are five dimensions of service where each dimension has four variable attributes that will be assessed using a Likert scale based on the level of importance and performance level. The analytical tool used to determine the level of service quality of UPJA Tani Makmur is Important Performance Analysis (IPA) with the help of a Cartesian diagram. To determine the level of farmer satisfaction using the Customer Satisfaction Index (CSI). The results showed that the attribute of giving bonuses or gifts (A18) had the lowest level of conformity and there were three attributes that entered quadrant I (Main priority). The value of the level of farmer satisfaction with UPJA Tani Makmur services in general gets a value of 79.90 where the value is in the "Very Satisfied" criteria.

INNOVATION MODEL OF HUMAN RESOURCES TRAINING AND DEVELOPMENT FOR THE HOTEL INDUSTRY FROM THE ASEAN STANDARD FRAMEWORK: A CASE IN NAKHON RATCHASIMA PROVINCE, THAILAND

From the current global changes and the rapid development of innovation and technology, personnel development according to the previous approach may be insufficient for work. It is necessary to increase the skills of the workforce and improve work efficiency for higher quality. This research aims to study the training and development of human resources in the hotel industry in Nakhon Ratchasima Province at present, to study innovations in training and human resource development in the hotel industry and the ASEAN hotel industry standard framework, and to propose the innovation model for training and development of human resources in the hotel industry from the ASEAN standard framework. The findings suggest implementing the innovation model of resources training and development in the hotel industry by integrating modern technology and training techniques into use in developing staff in various forms that are in accordance with the ASEAN standard framework and hotel service standards to increase the hotel service quality and staff performance. The quantitative approach was employed by using structural equation modeling for path analysis. The data was collected by using questionnaires from 400 samplings from hotel staff in Nakhon Ratchasima Province. The model is consistent with empirical material in statistical significance. It can confirm that seven significant factors directly affect service performance which are job rotation, blended learning, practice training, classroom training, study tour for learning, learning through playing games, and teaching respectively and the new model was proposed for innovative development and training for the hotel staff. This research proposes an innovation process for hotels to implement the use of technology and techniques for human resources training and development. It can increase staff service performance, lead to positive guest experience and satisfaction, and lead to hotel revenue. However, the potential, the different hotel contexts and characteristics, and its organizational culture should be considered for the implementation.

Analysis of the Effect of Pricing Policy, Investment Decision Making, and Service Quality on Financial Performance in Financial Services Companies in West Java

This research investigates the intricate interplay between pricing policy, investment decision-making, service quality, and financial performance within financial services companies in West Java. Employing a quantitative research design, data was collected from 152 companies through a structured survey and analyzed using Structural Equation Modeling with Partial Least Squares (SEM-PLS). The measurement model confirmed the reliability and validity of the chosen indicators, while the structural model unveiled significant relationships. Results indicate that strategic pricing policies, informed investment decisions, and high service quality positively influence financial performance. The synergistic effect of integrating these elements contributes to a comprehensive understanding of the strategic dynamics in West Java's financial services sector.

Assessment of Service Quality in Aviation Using the CRITIC-Supported TOPSIS Method: A Case Study of Central Airports in Asia

In this study, the service quality performance of 14 central airports that are members of SKYTRAX in the Asian continent are analyzed. The data of 2022 are taken as basis in the analysis process. The aim of the study is to evaluate the service quality of the airports included in the analysis. In order to compare the service quality performances of the selected airports, The Criteria Importance Trough Intercriteria Correlation (CRITIC) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) methods from Multi-Criteria Decision-Making Methods (MCDM) are used. The data of the airports included in the analysis are obtained through SKYTRAX. While the importance degrees of the criteria of the alternatives are calculated by the CRITIC method, the ranking of the alternatives is obtained by the TOPSIS method. The criteria used in the analysis are security screening, arrival, departure, terminal comfort, terminal facilities, food and beverage services. According to the findings of the CRITIC method; it is concluded that the most important criterion is departure and the least important criterion is terminal comfort. According to the results of the TOPSIS method; Singapore Changi Airport ranks first in terms of service quality performance. Seoul Incheon and Tokyo Haneda airports follow this airport in the ranking. Mumbai Chhatrapati Airport takes the last place.

Energy-Constrained Scheduling for Weakly Hard Real-Time Systems Using Standby-Sparing

For real-time embedded systems, QoS (Quality of Service), fault tolerance, and energy budget constraint are among the primary design concerns. In this research, we investigate the problem of energy constrained standby-sparing for both periodic and aperiodic tasks in a weakly hard real-time environment. The standby-sparing systems adopt a primary processor and a spare processor to provide fault tolerance for both permanent and transient faults. For such kind of systems, we firstly propose several novel standby-sparing schemes for the periodic tasks which can ensure the system feasibility under tighter energy budget constraint than the traditional ones. Then based on them integrated approachs for both periodic and aperiodic tasks are proposed to minimize the aperiodic response time whilst achieving better energy and QoS performance under the given energy budget constraint. The evaluation results demonstrated that the proposed techniques significantly outperformed the existing state-of-the-art approaches in terms of feasibility and system performance while ensuring QoS and fault tolerance under the given energy budget constraint.

COST AND NON-COST FACTORS: THE IMPORTANCE OF REPURCHASE INTENTION TO FACING COMPETITION IN INDONESIAN RETAIL INDUSTRY

In the current situation, certain retail businesses may have encountered difficulties in developing their businesses, particularly home appliance companies. This study aims to analyze the influence of sales promotion and service quality on customer repurchase intention at Ace Hardware Putri Hijau, Medan. Developing customer repurchase intention is crucial for business continuity nowadays. Improving sales promotion and service quality performances may be beneficial since sales promotion involves incentives to stimulate customer purchases and service quality emphasizes fulfilling customer needs, which can lead to achieving the company’s objectives. Questionnaires were distributed to 100 Ace Hardware Putri Hijau, Medan respondents using a purposive sampling method. The data is analyzed based on multiple linear regression analysis. Based on the findings, it is concluded that sales promotion significantly influences customer repurchase intention, and service quality significantly influences customer repurchase intention. Sales promotion and service quality simultaneously have a significant influence on customer repurchase intention.

Improved Digital Security Applications for Smart Card

With the rapid expansion of wireless networks and mobile computing applications, the quality of service (QoS) of mobile ad hoc networks (MANETs) has garnered growing attention. Ensuring QoS in a MANET system requires careful consideration of security issues. Attacks on a QoS distortion system without the protection of a security mechanism might result in subpar QoS performance, interference with resource use, or even failure of QoS provisioning. Traditional security measures cannot be applied because to the characteristics of MANET, which include limited processing and communication power and diversity of static topology. As a result, new security technologies are unavoidable. Nevertheless, not much research has been done on this subject. QoS and MANET system security are covered in this article. Consequently, the goal of this research is to create techniques for routinely evaluating security design reviews in order to make sure that all vulnerabilities, including security vulnerabilities, have been found, fixed, and their cause explained. Determine the system's fundamental security and protection needs by analyzing and determining its requirements. We create a network model using GloMoSim, specify node locations, communication features, and technology, and see if there are any vulnerabilities that could pose a security risk.

IMPLEMENTASI METODE FIRST COME FIRST SERVE PADA SISTEM INFORMASI ANTRIAN PELAYANAN PEGADAIAN MENGGUNAKAN WEBSITE

One of the services businesses currently developing is pawnshop services. One of the business actors in the pawnshop business is PT. Pegadaian is a State-Owned Enterprise (BUMN) company. One of them is the North Jakarta branch of the Kelapa Gading pawnshop. Daily operational activities in this Pegadaian business unit are not optimal for servicing the customers. It realized plenty of customer queues piling up when making transactions. A solution is needed to overcome this problem. This research aims to design a queue-based service information system applying the First Come First Serve (FCFS) method. With this designed system, customers come first and will be served first. The results of the tests show that the system design is running well according to plan. It is hoped that the existence of a service application with a queue can improve service quality and operational performance.

Does empowerment work? The role of education in service quality

AbstractThe current study investigated the impact of employees’ educational level on the relationship between empowerment and service quality while exploring the role of perceived supervisor support. Empirical data were collected from 214 employees and 250 customers from the same companies, with structural equation modelling and Hayes’ (2018) moderation technique being employed to analyze the collected data. Resultantly, empowerment significantly impacted service quality based on employees’ educational level while reducing the perception of service quality among employees with high school diplomas or lower educational levels. Contrarily, empowerment increased service quality performance for employees with bachelor's degrees or higher levels. Managers should consider employees’ educational backgrounds during empowerment to improve service quality. Perceived supervisor support also significantly mediated the association between empowerment and service quality, regardless of employees’ educational level. The findings contributed to the knowledge of the complex dynamics between empowerment, educational level, supervisor support, and service quality.

The Use of Material and Supply Chain Management and Service Organization to Reduce Inventory Levels While Providing Adequate Service to Customers

In the dynamic landscape of service organizations, effective Material and Supply Chain Management (MSCM) plays a pivotal role in achieving operational efficiency, cost reduction, and superior customer service. This research paper delves into the strategic application of MSCM practices to streamline inventory management processes within service-oriented industries, emphasizing the delicate balance between minimizing stock levels and meeting customer service expectations. The research aims to explore the various methodologies and technologies employed in service organizations to enhance material and supply chain operations. Emphasis will be placed on understanding how advanced technologies, data analytics, and automation contribute to minimizing excess inventory while concurrently ensuring prompt and satisfactory customer service. Key areas of investigation include the adoption of just-in-time inventory systems, demand forecasting models, and supplier relationship management strategies. The paper will critically assess case studies and industry best practices to draw insights into successful MSCM implementations and their impact on inventory levels, service quality, and overall organizational performance. Furthermore, the study will address challenges associated with implementing MSCM in service organizations, such as the inherent variability in service demand, the importance of real-time data integration, and the role of collaboration between various stakeholders within the supply chain. The anticipated outcomes of this research include providing service organizations with a comprehensive understanding of the benefits, challenges, and strategic considerations associated with adopting robust MSCM practices. The findings aim to contribute valuable insights to both academia and industry professionals seeking to optimize their material and supply chain processes for improved inventory management and enhanced customer service delivery. International Journal of Scientific Research in Engineering and Management (IJSREM) Volume: 08 Issue: 01 | January - 2024 SJIF Rating: 8.176 ISSN: 2582-3930 © 2024, IJSREM | www.ijsrem.com DOI: 10.55041/IJSREM28288 | Page 2 Keywords:Material and Supply Chain Management (MSCM),Service organizations,Inventory optimization,Customer service,Just-in-time inventory,Demand forecasting,Supplier relationship management

Professionalisation and performance of Airbnb hosts in rural regions

This paper explores the professionalisation and performance aspects of Airbnb hosts in rural regions in Denmark, Iceland, and Norway. More specifically, based upon the professionalisation of hosts, which represents a proxy for the scale of their entrepreneurial engagement, the host landscape in the rural regions is investigated, resulting in different host profiles, including individual single- and multiple-listing hosts, and small and large tourism companies. The paper subsequently estimates the service quality performance of Airbnb hosts in relation to their professionalisation in rural regions through a u-shaped relationship, with the professionalisation influencing the performance evaluation of the hosts by the users. This twofold empirical analysis amends the extant literature, as it provides both a more nuanced and more comprehensive description of the nature and scale of Airbnb host engagement in rural regions, and points to the vast entrepreneurial opportunities for private households and companies on the platform.

Improving Quality and Operational Performance of Service Organizations: An Empirical Analysis Using Repeated Cross-Sectional Data of U.S. Firms

Research in quality management has provided new insights and directions on how to incorporate quality principles into organizational, operational, and policy decisions. However, most research into quality management has focused on manufacturing firms, which differ from service organizations in their structural and organizational characteristics, thus limiting the value of the findings for service organizations and highlighting the need for further research to assess quality practices in service organizations. In addition, whether quality management practices can provide sustainable quality results for service organizations is overlooked in the literature, primarily due to the lack of availability of reliable and valid data. This had led to inconsistent research findings, which limits theory development and managerial relevance of quality management for service organizations. Building upon the contingency theory of quality management, we examine the determinants of quality results in service organizations and determine the magnitude of the impacts of quality excellence programs on customer satisfaction and operational results in service organizations on a more detailed level. We use repeated cross-sectional data of 16 years from the Baldrige Quality Award program. The results show that information, analysis, and knowledge management is a significant predictor of quality and operational results, and management of process quality and human resource (HR) management significantly influence customer focus and satisfaction, controlling for the firms’ year. We also find that HR management has the strongest impact on customer focus and satisfaction in service organizations, followed by the management of process quality. In addition, the quality and operational improvements resulting from quality management implementation diminish over time in service enterprises. This article provides insights for service organizations and policymakers to enhance service quality and operational performance in service organizations.

Quality of Service at Public Health Center in West Pasaman District in 2023

Background: The quality of health services is essential and is a concern at all levels of health services globally. The Public Health Center (PHC) was accredited, but poor service quality performance still needed to be improved. The research aims to analyze and explore the quality of health services. This research was descriptive qualitative. Methods: This research uses a phenomenological design study. Qualitative research was conducted with in-depth interviews, observation, and document review. This research was carried out from March to July 2023. There were eight informants: the Head and staff of the PHC and staff from the West Pasaman Health Office. Results: There needs to be more human resources, infrastructure, health equipment, and budget support, less optimal monitoring and evaluation, and no officer satisfaction survey has been conducted. Conclusion: PHC needs additional human resources (pharmacists and dentists), building improvements, complete health infrastructure, and equipment, as well as monitoring and evaluation, are required. The PHC needs to improve the quality of health services through the Plan-Do-Check-Action and Plan-Do-Study-Action cycles to achieve continuous quality improvement. Keywords: Public Health Centers, Service Quality, Quality Improvement

Aster Retail UAE (A): Connecting Employees, Customers and Business Results

Aster Retail (AR) is the retail pharmacy division of the Aster Dr Moopen's Healthcare (ADMH) Group. The group delivers healthcare services across the Middle East, India and the Far East, with a portfolio of hospitals, clinics, diagnostic centres and retail pharmacies. AR, under the leadership of Chief Executive Officer (CEO) Jobilal Vavachan, is well known for its people-centric approach, unique culture and innovative human resource (HR) practices. AR has won multiple awards for HR practices, service quality and business performance. In a recent corporate restructuring (2018), “Aster Primary Care” was carved out by combining the group's Clinics and Retail businesses. This case discusses the evolution of AR's HR journey and the challenges associated with integrating culturally diverse businesses without compromising the values of ADMH and its promise, “We'll Treat You Well.”

Enhancing QoS Performance for Cell Edge Users Through Adaptive Modulation and Coding in IEEE 802.11ac WLANs

Wireless communication networks, such as IEEE 802.11ac Wireless Local Area Networks (WLANs), often encounter challenges in providing consistent Quality of Service (QoS) to users situated at the cell edge. The inherent variations in channel conditions, particularly lower signal-to-noise ratios (SNRs) in these regions, lead to compromised data rates and reliability, resulting in significant degradation of throughput. This study presents an innovative solution in the form of an Adaptive Modulation and Coding Scheme (AMCS) algorithm tailored to enhance QoS performance for cell edge users. The primary objective of the AMCS algorithm is to optimize QoS by dynamically adjusting the transmission data rate based on the observed channel conditions, quantified using SNR as a channel state indicator. Conventional approaches might unilaterally select the lowest data rate in challenging conditions, prioritizing reliability at the expense of throughput. However, the proposed AMCS algorithm takes a distinct approach by intelligently determining the Modulation and Coding Scheme (MCS) that offers an optimal balance between throughput and reliability for the given SNR level. To achieve this, the algorithm utilizes real-time SNR measurements to select an MCS that ensures a stable connection while also maintaining an acceptable data rate. By adapting the MCS based on the current SNR, the algorithm aims to mitigate the adverse effects of poor channel conditions experienced by cell edge users. The innovation of the AMCS algorithm lies in its ability to make dynamic adjustments, allowing users to experience improved data rates without compromising connection stability. Through extensive simulations and evaluations, the proposed AMCS algorithm showcases its efficacy in enhancing QoS performance at the cell edge. The algorithm's adaptive approach successfully achieves higher data rates and improved reliability by selecting appropriate MCS configurations tailored to the observed SNR levels. This innovative technique provides a promising solution to the challenge of striking the right balance between throughput and reliability in wireless communication networks, ultimately leading to an improved user experience for those at the network's periphery.