SERVQUAL Analysis Research Articles

Assessing quality of air transport service: a comparative analysis of two evaluation models

ABSTRACT This paper aims to analyze the opinion of tourists about airlines’ service in a developing country. For this, the study proposes to make a comparative analysis of two evaluation models (SERVQUAL and SERVPERF) to investigate the factors that influence the formation of perceived quality in airline services, using statistical techniques such as Cluster Analysis and Structural Equation Modeling. Although the results were not the same, the result of both analyzes indicated two common dimensions (tangibles and empathy) that influence the customer’s perception of the airline service quality. The main conclusion of this study is that the two analyzes are convergent for the study sample. The SERVQUAL and cluster analysis allow airline managers to identify and prioritize gaps in service delivery according to criticality, aiming at the allocation of efficient resources by the airline. The SERVPERF and SEM provide statistical evidence of the impact of different dimensions of service quality on customer satisfaction, highlighting the direct relationship between satisfaction and dimensions. Considering how customers evaluate the service provided by airlines, particularly regarding the service they receive from airport employees, this study has relevance for decisions taken by airline managers to develop quality services, and provide guidelines for improvements in airline services.

SERVICE QUALITY ANALISYS OF ‘TABLE8’ CHINESE RESTAURANT AT THE MULIA, MULIA RESORT AND MULIA VILLAS

This study is analyze about service quality analisys of Table8 chinese restaurant at The Mulia. The purposes of this research are to know the service quality of Table8 Chinese Restaurant staff to customer satisfaction and to know the indicator that must be improved and maintain the quality of service performed by the Table8 Chinese Restaurant staff at The Mulia. The number of samples were 60 respondents, with the data collecting method was incidental sampling. Primary data collection of quality of service variable use questionnaire method with validity and reliability tested. The analysis technique use Servqual analysis and Importance Performance Analysis presented in Cartesian Diagram. The results of this research showed that there are negative, positive and neutral gap between perceptions and customer expectations. The customers are satisfied because the value of positive gap more than negative gap. Meanwhile in the technique Importance Performance Analysis the indicator in improving service quality performed by Table8 Chinese Restaurant staff at the Mulia are: strategic location of restaurant and easy to access, Ability to the restaurant staff  to provide accurate information. Then, restaurant staff ability to handle guest’s complaints. And the indicator that must be maintained service quality are: politeness and friendliness of the restaurant staff, Ability restaurant staff  in providing properly table service, restaurant staff  in given individual attention to the guest. Table8 Chinese Restaurant should prioritize and improve the performance of these indicators in order to enhance the service quality of Table8 Chinese Restaurant staff for maximizing the customer satisfaction.

Measuring dimensions of service quality

In the modern business environment, service companies face the challenge of continuous improvement of the quality of services. Retail managers must use an adequate system for evaluating the quality of the services they provide within the retail establishment. One of the tools that managers use is SERVQUAL analysis, which consists of five dimensions in the traditional model. The aim of this paper is to highlight the importance and necessity of measuring the dimensions of service quality in retail outlets. The subject of this paper is investigating the attitudes of customers in a retail store in Bosnia and Herzegovina, on the perception and expectations of the quality of services provided to them. The results of the study indicate that the gap between performance and expectations of all dimensions is negative, i.e. that none of the performance according to the dimensions of the SERVQUAL model exceeded respondents' expectations.

Assessment of Predictors that Influence Parents’ Satisfaction towards Private Kindergartens: A SERVQUAL Analysis

This study examines parents’ satisfaction towards the service quality of private kindergarten in Kuching. Five dimensions in SERVQUAL are applied as the indicators that influence parents’ satisfaction. In total 400 questionnaires were distributed to the respondents. Data collected is analyzed by employing descriptive statistics, reliability analysis, correlation and multiple linear regressions. In this research, the Pearson Correlation shows the five SERVQUAL dimensions have a positive and relationship on parents’ satisfaction. In order to identify the best predictor that contributes to parents’ satisfaction, the multiple linear regressions are used to predict the impact on the five SERVQUAL dimensions on parents’ satisfaction. In a nutshell, responsiveness is the most significant and dominant dimension that influences parents’ satisfaction. The results suggest the private kindergarten operators emphasize more on ensuring continuous communication with parents. Teachers play an important role as they should regularly tell and ask parents in order to understand each child's situation. Teachers are suggested to promptly respond to children’s needs and make efforts to address them.

PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN

ABSTRACTThis study aims to analyze customer satisfaction at Mayang Collection, test and explain the effect of servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) on customer satisfaction at Mayang Collection, and test and explain the effect of customer satisfaction on customer loyalty on Mayang Collection.The population in this study were customers of the Mayang Collection Kepanjen store who had a member card and made a repeat purchase. Population research or population study so that the number of samples in this study is a number of population, amounting to 93 respondents. The method used in this research is explanatory survey method, which is a method used to explain causal relationships between variables through hypothesis testing (Nazir, 2005).Based on the results of the static test all the indicators in this study are valid, and the variables are reliable. The results of the servqual analysis show that the difference or gap between customer expectations and employee performance has a total average which is at the moderate classification level (Parasuraman table, 1990) or service quality in Mayang Collection stores is quite good. This means that customer satisfaction in terms of quality of service provided at Mayang Collection is quite good. The path analysis test results (path analysis) show that there is no significant influence between servqual dimension service quality (physical evidence, reliability, responsiveness, confidence, and empathy) to customer satisfaction. This proves that service quality has a long-lasting influence in shaping customer satisfaction. And customer satisfaction has a significant influence on customer loyalty. Mayang Collection stores are advised to pay more attention to and improve other factors besides service quality in increasing customer satisfaction, because with increasing customer satisfaction, customer loyalty will be formed easily.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer loyalty

ANALYSIS SERVICE QUALITY OF FRONT OFFICE DEPARTMENT AT HOTEL BALI MANDIRA RESORT & SPA

The purpose of this research  is to examine the quality of service and to identify the service attributes which are well provided and the attributes that need improvement at the front office department at Hotel Bali Mandira Resort and Spa. The survey used 110 samples that were selected using incidental sampling. The analysis methods used are Servqual Analysis and Importance Performance Analysis (IPA) in the Cartesian diagram. The results of this research showed that the average value of ‘customer’s satisfaction’ which is expressed by ‘service performance’ is above 4 which is within the range value of 1 (least satisfy) and 5 (most satisfy). The Servqual analysis results show 9 attributes have slightly negative gap and 13 have positive gap; which show the quality of most attributes exceed customers’ expectation with some still below; nonetheless, the mean values of customer satisfaction for all variables are above 4. The results of the IPA analysis show, there are 2 attributes need improvement, the majority of attributes are well provided.

Servqual Gap and Comparative Analysis of Service Quality Perception: Determination Framework and Critical Factors for Submission of Service Quality in the Public Health Center (Puskesmas) in Sukawati District, Gianyar Region, Bali - Indonesia

This study aims to find out the critical factors in delivering the quality of services at the Public Health Center (Puskesmas) in Sukawati District. Determination of critical factors based on Servqual Gap is a comparison between expectations and perceptions of the quality of service perceived by patients/ public health visitors. The research method is using qualitative descriptive analysis. The critical factor is determined by making a Cartesian diagram which is sourced from Serqual GAP. Data was obtained from the distribution of questionnaires to 200 respondents. The results of the data analysis concluded that there were 10 indicators in the Puskesmas Sukawati I that were categorized as critical factors that had to be corrected immediately. While Puskesmas Sukawati II there are 2 indicators that must immediately be improved. The comparative analysis shows that there is a significant difference between patient expectations and perceptions of perceived service quality. This result is certainly a consideration for the management of the Puskesmas to be able to assess the accuracy of the services provided to the community so that it can improve the quality of services in the future.

Service Quality in Kerala University Library: A SERVQUAL Analysis

The study examines the Service Quality delivering in Kerala University Library System applying SERVQUAL from user’s expectations and identifies the dimensions that determine the user’s evaluation of Service Quality. As a service oriented institution, library provides various sources, services and products for its academic community and facilitates teaching and learning. The population covered under the study is users including research scholars and students – faculties are excluded. For this purpose, 175 modified SERVQUAL questionnaires were distributed among the research scholars and the students in the Kerala University Library. Out of 175 distributed questionnaires, 154 were returned back and consisted of 88 regular students and 66 research scholars and those were subsequently subjected to data analysis. It was done by SPSS Package and for testing of hypothesis, Mann-Whitney U Test and Chi Squire Test is used. The study revealed that the users desired expectations are not met in the prevailing Service delivery of Kerala University Library.

SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

Analisis Kinerja Batik Solo Trans Menurut Wisatawan Lokal sebagai Pengguna Moda Di Kota Surakarta

The transportation sector allows users to visit certain areas, such as tourist attractions. This study aims to determine the performance of Batik Solo Trans as a supporter of the tourism sector in the city of Surakarta.The paradigm in this research is rationalistic. The method used in this research is quantitative method by using ServQual analysis. Based on the analysis results, it is known that there are several main priorities in improving the performance of Batik Solo Trans according to local tourists related to tangibles, responsiveness, assurance, and empathy.The results obtained are (1) in general the performance of Batik Solo Trans has reached the level of compliance between importance and performance more than 80%, (2) there are some variables that need to be improved such as the presence of signal alarm lights, the presence of security officers, the density of roads, low crash rates, and tarifs corresponding to the economic conditions of the community.

ANALYSIS OF SERVICE QUALITY SATISFACTION OF E-KTP SERVICE AT PUBLIC ADMINISTRATION AND CIVIL REGISTRATION OFFICE OF BOGOR DISTRICT

<p>The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.</p>

Determinants of Environmental Sanitation in the City of Tshwane, South Africa

The purpose of the study was to identify and quantify key predictors of satisfactory municipal services on municipal waste management in the City of Tshwane, South Africa. The expected and perceived quality of waste management services were analysed by using SERVQUAL analysis. The study found that the perception and expectation of respondents on the quality of sanitary services provided to them were significantly influenced by the degree of motivation of employees of the City of Tshwane at work, the ability of employees of the City of Tshwane to treat all customers with respect, the ability of employees of the City of Tshwane to provide adequate answers promptly to queries raised by customers, and the degree to which employees of the City of Tshwane were skilled on technical issues, in a decreasing order of strength.

Connecting the dots between caregiver expectations and perceptions during the hospice care continuum: Lessons for interdisciplinary teams

ABSTRACT This research study explores hospice caregivers’ perceptions of service quality during end-of-life care. More strictly, this study measures how service dimensions of the SERVQUAL Analysis, (1) reliability, (2) assurance, (3) empathy, and (4) responsiveness, impacts caregiver satisfaction. Face-to-face and telephone interviews were conducted with 26 informal caregivers to determine their perceptions of quality produced while an interdisciplinary team cared for their family members. The research indicated that while reliability was the dominant dimension, peripheral dimensions (i.e. assurance, empathy, and responsiveness) integrated humanistic constituencies throughout the hospice continuum. This led to an improved quality of life (emotionally, socially, and spiritually), a positive disconfirmation of expectations (service expectations were met or exceeded), and positive caregiver satisfaction. A discussion of the results and conclusions will provide robust insight into the depth of the qualitative findings.

PERSEPSI & EKSPEKTASI WISATAWAN TERHADAP PELAYANAN HOTEL MELATI DI KAWASAN UBUD KABUPATEN GIANYAR

In general this research aims at knowing tourist perception toward the service provided by the small (melati) hotels around Ubud area; knowing the most influential indicators toward the service of small (melati) hotels in Ubud area. Total samples of the research area 38 melati hotels, while total of respondents are 399 tourists. Researched variables/indicators are 21 indicators wich are related to service dimensions (servqual), namely direct form/proof dimensions tangible, reliability, responsivenees, assurance, and empathy. Analysis applied for this research is the frequency distribution to know how important or how good the service is offered, and performance-importance analysis to rank all the quality determining variables and to indentify actions.The result of servqual analysis shows that all variables/indicators indicate satisfying performances, in which average scores of perception (performance) are bigger than average scores of expectation (necessity) which means satisfied. Therefore, it can be said that guests staying at melati hotels in Ubud area state that the hotel services are satisfying. The result of the importance-performance analysis shows that from 21 variables/indicators evaluated, none of the service indicator exists on quadrant 1 (main priority), 10 service indicators exist on quadrant 2 (maintain achievement), 8 indicators exist on quadrant 3 (low priority), and 3 indicators exist on quadrant 4 (excessive). Whereas, the service indicators of melati hotels which are most influential according to guest evaluation, are such those shown in quadrant 2, namely: commitment realization, sympathetic attitude towards guests, service offered rightly, service offered at the time agreed, accurate noting system, staff willing to assist guests, reliable staff, comfortable feeling on transaction, friendly attitude of staff, and well-knowledgeable staff.

Evaluating occupational health and safety service quality by SERVQUAL: a field survey study

The adverse impact of occupational accidents and occupational diseases on the society have recently increased a lot since the industrial-oriented society is getting more and more widespread. Although attempts regarding occupational health and safety (OHS) increase in Turkey, they are still at an inadequate level. OHS experts prepare employees for a healthy and safer working environment, so that work accidents can be eliminated and employees can be healthy psychologically and physically. At the same time, the worksites can be prevented from being financially damaged and productivity can be improved. The aim of this study is to measure OHS service quality by the evaluations of OHS experts from various sectors and workplaces. In this way, the OHS performance is measured, the difference between perceptions and expectations of the OHS experts is determined and deficiencies are revealed. In the study, the OHS activities are examined in five dimensions using the SERVQUAL scale; tangibility, reliability, responsiveness, assurance and empathy. The questionnaire is carried out using a Likert-type five-point scale among 81 OHS experts from different sectors. In conclusion, SERVQUAL analysis is introduced as a useful tool for employers to better understand what they need to know about OHS services.

PENGUKURAN KINERJA DINAS KELAUTAN DAN PERIKANAN KABUPATEN SITUBONDO

Abstract: Performance measurement is critical for public sector organizations to determine the sucess level in implementing strategies to achieve its vision and mission. Therefore, an analytical tool is needed to measure government performance and to provide comprehensive information from both financial and non-financial aspects. The use of balanced scorecard as the measurement method could broaden the perspective, not only from the financial perspective, but also from the customer, internal business processes, and learning and growth perspectives. The objective of this study was to analyze the performance of the Department of Marine and Fisheries of Situbondo Regency in 2015 using a balanced scorecard approach. This was a descriptive qualitative research applying a case study. The informants were the local people and staffs of the Department of Marine and Fisheries of Situbondo Regency. Value for money analysis was used in measuring financial perspective and service quality (servqual), while Important Performance Analysis (IPA) used in measuring other perspectives. Conclusion was drawn based on the scoring results. Results showed that, in overall, the performance of the Department of Marine and Fisheries of Situbondo Regency was in “good” category. Results of servqual analysis showed that all aspects had negative values, meaning that the expectations were higher than perceptions so the performance should be improved based on the priorities indicated in the IPA analysis.
 Keywords: Performance Measurement, Balanced Scorecard.

Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry

In global competitive markets, hoteliers are looking to satisfy guests for repeat customers. Achieving satisfied guests is not an easy task. This study evaluates the service quality of Bangladeshi hotels using gap analysis, SERVQUAL and importance-performance analysis (IPA). The results showed that hotel guests' satisfaction regarding service attributes are lower than the importance assigned to the measurement attributes. The widest gap was found in staff response and additional amenities, especially the commitment of hotel staff towards their guests. Also, the IPA grid showed that eight services attributes fell into the 'concentrate here' quadrant. This means that hotel management should take immediate action on these attributes for the betterment of the industry.

Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry

In global competitive markets, hoteliers are looking to satisfy guests for repeat customers. Achieving satisfied guests is not an easy task. This study evaluates the service quality of Bangladeshi hotels using gap analysis, SERVQUAL and importance-performance analysis (IPA). The results showed that hotel guests' satisfaction regarding service attributes are lower than the importance assigned to the measurement attributes. The widest gap was found in staff response and additional amenities, especially the commitment of hotel staff towards their guests. Also, the IPA grid showed that eight services attributes fell into the 'concentrate here' quadrant. This means that hotel management should take immediate action on these attributes for the betterment of the industry.

Measurement of Service Quality At Tax Chambers by SERVQUAL Analysis

Calismada, mukelleflerin hizmet aldigi Vergi Dairesinden bekledikleri hizmet ile algiladiklari hizmet arasindaki farkin ortaya cikartilmasi amaclanmistir. Bu amacla Kasim-Aralik 2016 tarihleri arasinda X Vergi Dairesi’nden hizmet alan 90 kisiye SERVQUAL Olcegi uygulanmistir. SERVQUAL analizi sonucunda X-Vergi Dairesinin mukelleflerin memnuniyetlerini karsilamadigi, beklenen ve algilanan hizmet kalitesi arasindaki farkin en cok erisilebilirlik boyutunda oldugu ortaya cikmistir. Calismada ayrica, mukelleflerin verilen hizmetlere iliskin beklentilerinin demografik ozelliklerine gore istatistiksel olarak anlamli farklilik gostermedigi fakat hizmet algilarinin demografik ozelliklerine gore istatistiksel olarak anlamli farklilik gosterdigi tespit edilmistir.

SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives

Encouraging public transport use implies the need to make it attractive to commuters through regular service quality evaluation and modification. Understanding user expectations of public transport are thus valuable, and the evaluations/perceptions are a useful way to gauge the performance of the public transport for core users. Using the SERVQUAL methodology, this study sought to analyse the core public bus transport users’ service quality expectations and perceptions, and its effect on overall satisfaction with public bus transport services in Kumasi. Surveying more than 100 public transport users, the study results are illustrated in the case of Kumasi and are discussed to guide possible bus service quality improvements in the city. Data were analysed using the paired-samples t-test and standard multiple regression techniques. The study findings revealed vast differences between public bus transport service quality expectations and perceptions and a general dissatisfaction with the bus service delivery in the city. The bus service reliability and responsiveness were key to explaining the bus service quality in the city. On the basis of the study findings and international best practices, a number of recommendations were made for the transport operators and the city officials.