Service Quality

Objectives: The aim of study was to analyze the impact of perceived usefulness, perceived ease of use, and service quality on individuals' inclination to utilize the DANA financial technology application. Furthermore, the variable exerting the most dominant influence on the intention to use the DANA financial technology application was investigated. Methods: The data used were exclusively drawn from administration of a questionnaire on 100 respondents. Non-probability and purposive sampling techniques were also employed. Data analysis included validity testing, reliability assessment, classic assumption verification, F-tests, t-tests, and the calculation of the coefficient of determination and multiple linear regression. Results: The results showed that all the independent variables analyzed, namely perceived usefulness, perceived ease of use and service quality, have a significant effect on interest in using financial technology applications. Conclusion: From these results, we ...

This study investigates how students in the Faculty of Business and Management at UiTM perceive the service quality dimensions of their lecturers during Open and Distance Learning (ODL). The study is unique because it is the first time UiTM implemented Open and Distance Learning (ODL) instead of the usual face-to-face learning, due to the Malaysian government’s instruction of Movement Control Order (MCO). The servqual model is used to calculate service quality dimensions such as reliability, responsiveness, assurance, empathy, knowledge, and communication. Utilizing quantitative methodology, a survey questionnaire is used to collect data. The implication of this study for policymakers regarding the enhancement of ODL is to maximize student satisfaction by prioritizing essential dimensions. This study's findings can be utilized by ODL universities to enhance pedagogical dimension, management of atypical situations, academic service delivery, and quality, as well as to guide the i...

The purpose of this study was to examine the role of relational commitment on customer behavioural intentions in Kenya's banking sector. The basic research question examined was whether or not customer commitment in service relationships always leads to favourable customer behavioural intentions, as the study was the first to examine the nature of both relationship commitment and customers behavioural intentions and the inter-relationships between them within the financial services sector of a developing country such as Kenya. Thus, utilizing a descriptive survey research design and adapted measures of relational commitment and behavioural intentions on a sample of 334 bank account holders from 43 commercial bank branches in Mombasa, Kenya, the study provides empirical evidence of multi-dimensional nature of relational commitment and its positive and significant predictive impact on favourable customer behavioural intentions with respect to customer loyalty to the bank, re-purch...

Abstract. This study was conducted to determine the effect of user competency and top management support on the quality of accounting information systems at BJB sharia bank branch in Bandung city and regency. Respondents in this research are operational manager, back office, customer service and teller. The sample in this study was obtained from simple random sampling method with a total sample of 8 with 48 respondents. The research method used is empirical study with descriptive and verificative research type. Data analysis technique used is multiple linear regression analysis with the help of program SPSS 24.00 version. The results showed that the user competency at BJB sharia bank branch in Bandung city and regency is not so good, while top management support and quality of accounting information system is good. User competency have a significant effect on accounting information system quality. Top management support significantly influence the quality of accounting information s...

This study aims to determine the effect of brand image price and service quality on consumer decisions to use PT XYZ agent BP, Tangerang. This research is casual associative research which aims to determine the effect of brand image price and service quality on consumer decisions using PT XYZ agent BP, Tangerang, both partially and simultaneously. BP as the population in this study and the data used are data. primary, where data is obtained from questionnaires filled in by consumers. The analysis used is a validity test, reliability test, classical assumption test, correlation test, determination coefficient test, regression test, and hypothesis testing. Hypothesis test research results show that partially the price has a positive and significant effect on consumer decisions to use PT XYZ agent BP Tangerang, Citra Brand has a positive and significant effect on consumer decisions to use PT XYZ agent BP Tangerang, quality service has a positive and significant effect on consumer decis...

The study seeks how the Regional Development Banks operating in South and West Sulawesi maintain and attract depositors by evaluating the deposit products and banking service quality that have an impact on depositors' satisfaction. The study collected data using questionnaires distributed to 100 depositors owned by three Regional Development Banks. The data collected is then used to analyze the constructs of savings products, quality of banking services, and satisfaction using factor analysis to ensure that the five indicators proposed for each construct are eligible to be analyzed using the Structural Equation Model (SEM) method. The study found that the construction of deposit products and service quality have a positive impact on depositors' satisfaction with a dominant impact on deposit products. Banking service quality delivered by RDBs can attract deposit consumers as they have already convenience with the products and service quality Keywords:Product Quality, Product ...

Past studies in various areas indicated that customer loyalty is very critical. For technical universities, student loyalty is crucial in this intense competitiveness market. The main purpose of this research is to investigate the causal relationship of service quality, corporate image and student’s satisfaction towards student loyalty. Scope of this research is technical universities in Malaysia. This research involved quantitative approach whereby survey questionnaires were used as instrument for data collection. 398 of returned questionnaires has been analyzed by using Partial Least Square (PLS)-Structural Equation Modeling (SEM). All exogenous constructs empirically found to have causal relationships with student loyalty. This study proved that student loyalty is influenced by service quality, corporate image of universities and student satisfaction.

The purpose of this study is to explore the effects of service quality, innovation and corporate image on customer’s satisfaction and loyalty of Lion Air in Surabaya. After reviewing the literatures, the structural equation modeling (SEM) was conducted to test the research model. The data was collected from Lion Air’ customers by the questionnaire at Juanda International Airport, Lion Air counter and custumer who never use the services of the airline Lion Air in Surabaya. The results show that customer satisfaction has a statistical on customers loyalty, and service quality have a positive effect on customer satisfaction respectively. But having an insignificant positive innovation to customer satisfaction and corporate image significant negative effect. Keywords－ Service quality, innovation, corporate image, satisfaction, loyalty

At some point in the lifetime of a construction contractor company, it has to engage in a competitive bidding process as a means of acquiring work. The competitiveness of its bid ultimately determines whether or not it is awarded the project. However, prior to this, the company has to make a decision on whether or not to bid on the project. Making this decision is usually challenging, even for experienced practitioners. Moreover, generating a competitive bid is a non-trivial process. These challenges are attributed to the stochasticity and dynamics that surround the bidding process in the construction industry. A Multi-Agent Model is proposed in this paper that emulates the typical bidding process and environment. A design for the model is first presented then details on how it was implemented with AnyLogic simulation system are explained. An experiment is run to demonstrate how the model can be used.

Modeling travelers’ perception of service quality is an emerging research area in surface transportation. The first national effort to study automobile drivers’ perceptions is NCHRP Project 3-70. The study was developed in response to agencies’ needs to understand which factors enter into users’ perception of quality of service and the interaction between modes on urban streets. This paper describes the research efforts taken to analyze and model automobile level of service (LOS) from the driver's perspective. A data collection approach using video laboratories and a modeling approach suitable for the discrete and ordered nature of the response variable were selected. The approach enabled the estimation of the distribution of LOS responses, given a set of explanatory variables that describe the geometry and operational effectiveness of the urban street facility. Analysis indicated that participants’ responses tended to be highly variable and that models that characterize the dis...

The implementation of the quality management system needs to be the strategic decision of the organization. Its aim is to improve characteristics of the management system of an organization to contribute to its competitiveness and better market position. This project is one of the most important for each organization and depends on human resource quality. Every organization has human resources but not every succeeds in creating human capital out of this potential. In order to initiate this process and for the process to have a possibility for success, career management is necessary. The career management procedure is one of the written procedures which support human resource potential management in the organization. Besides the Regulations of the organization and systematization, Catalogue of job descriptions, analytical evaluation, Heading contribution and Employment contract, the career management procedure is one of the quality management documents that can decisively influence t...

This research was conducted to see the effect of service quality, promotion and price on customer satisfaction. This research was conducted at the Besuki branch of JNE. Sampling was done by random sampling technique where all the population was taken at random to be the research sample. This is done to increase customer satisfaction at JNE Besuki branch through service quality, promotion and price. The analytical tool used is multiple linear regression to determine service quality, promotion and price on customer satisfaction. The results show that service quality affects customer satisfaction, promotion affects customer satisfaction, price affects customer satisfaction. Keyword : service quality, promotion, price, customer satisfaction

This research has a purpose to determine the performance and customers expectations about the service quality of Real7 Barbershop which expected by customers after receiving services from Real7 Barbershop and what should be improved in the services provided by Real7 Barbershop. The samples are taken using simple random sampling method. Simple random sampling is a sampling design in which every single element in the population has a known and equal probability to be selected as a subject. Data analysis are in this research using Analysis of Importance Performance. The results of this research prove that the level of customer expectations of service quality in Real7 Barbershop Yogyakarta is 3.78, where the value is in the condition of customers have high expectations of service quality in Real7 Barbershop Yogyakarta. While, the level of customer performance service quality in Real7 Barbershop Yogyakarta is 4.15, where the value is in good condition of the customer service quality at R...

The purpose of this research are to know and analysis how the effect of service quality, price and consumer satisfaction on the loyalty of consumer in PT. KAI Commuter Jabodetabek (KCJ) with case study on passanger of KRL Jakarta Kota – Bogor. The data collection technique by using questionnaire containing closed and open questions, to closed questions using Likert Scale. Sampling method used accidental sampling as many as 100 people. Data processing technique used is qualitative analysis and quantitative analysis. Based on the analysis, known linier regression equation is Y = 1,317 + 0,090X1 + 0,167X2 + 0,340X3. While the partial test result is the quality of service is not positive and significant impact on passenger loyalty, The price of ticket is positive and significant impact on passenger loyalty, and the last is satisfaction of passenger postive and significant impact on passenger loyalty. While the test result obtained that the coefficient of determination R2 is equal to 0,2...

In this paper, through the analysis of the efforts to implement an evaluation mechanism in Greek universities, the difficulty encountered during its institutionalization, the developments and changes in the Greek university and the gradual shift to an institutionalized evaluation system are highlighted. At the same time an investigation of the possibility of creating conditions for stricter control of the Greek university and the conditions that promote excellence and competition between universities is attempted. Finally, questions are raised regarding the notion of “policy transfer” that occurs in this policy field since quality assurance policies in higher education could be conceptualized as “imported” policy programs from the wider field of European education policies (EEP) for higher education. In this paper EEP are considered to be not only the policies within the EU institutions that concern only those Member States but also the education policies in the European region that...

The development of Science and Technology (IPTEK) currently requires better competition in advancing an organization, Higher Education (PT) is an organization that involves various elements, one of which is human resources (HR). Service quality will greatly determine the success of higher education in competing, excellence in competition between universities in the future will also be determined by the quality of service outside the classroom, in this case excellent service. The purpose of this study was to see an overview of excellent service to employees at Unversisty of  HKBP Nommensen Medan. The sample in this study were students, totaling 380 people. The measuring instrument used in this research is one of the measuring tools, namely excellent service which is arranged in the form of a Likert scale. The research data were analyzed using descriptive tests with the help of SPSS 17.0 for windows. Where the results are excellent service at the University of HKBP Nommensen Medan whi...

PurposeThe purpose of this study was to review existing healthcare service quality-measurement models.Design/methodology/approachA review of the literature was conducted utilizing keywords “healthcare’’, “service quality’’, “measurement models”, “SERVQUAL”, “SERVPERF”, “HEALTHQUAL”, “PubHosQual” and “HospitalQual”. These investigations were selected from the “Emerald’’, “ABI/Inform”, “ScienceDirect” and “EBSCOhost” databases. A range of studies used in the makeup of the healthcare quality-measurement model for a 36 years period (1979 to 2015) were examined in an exhaustive survey of the literature. Of 137 studies reviewed, 74 studies were selected for analysis.FindingsAs yet, no consensus has been reached among scholars on the definition and indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. The previous studies create scales rese...

This study aimed to analyze The Effect of Food and Beverage Department Service Quality on Consumer Satisfaction of KM. Kelud PT. PELNI (Persero). This study used a quantitative method with a data collection technique in the form of questionnaires and literature studies. The population of this study was the class passenger of Km. Kelud PT. PELNI (Persero). The samples in this study were 73 people obtained using a total sampling method, then the data were processed by SPSS statistical analysis. The dependent Variabel in this study was service quality and the independent Variabel was customer satisfaction. The results of this study indicated that service quality had an effect on consumer satisfaction by 0.509 or 50.9% based on the coefficient of determination of 0.491 or 49.1% explained by other factors not included in this study. From the results of the T-test carried out, with the results of the analysis of 8.575 greater than 1.667 and a probability of 0.000 smaller than 0.60, it was...

The study aims to identify factors affecting image and satisfaction on monastic heritage sites. The information is gathered via a methodological survey with 500 respondents who visited select monastic heritage sites. Out of 500 respondents,425 respondents' data were used in this study. The study has identified five factors that influence Tourists''' Satisfaction I.e. Culture heritage sites, Perceive value, Service quality, Image, and Environment. The study had a theoretical framework Confirmatory factor analysis is used for model fit. The study hypotheses have been verified by using structural equation modeling. Moreover, image, satisfaction, and Loyalty found a strong linkage among the constructs. Therefore, this study is limited to select Monastic heritage sites of the east district, Sikkim (Gangtok).

Public policy implementation in Ghana, including tourism policy, has been lamented or deplored generally by a majority of Ghanaians. In order to establish the veracity or otherwise of the foregoing assertion, the implementation of tourism quality assurance policies related to hotels and restaurants in Ghana was examined. Generally, the study sought to assess the perception of hotels and restaurants in Ghana of the implementation of tourism quality assurance policies. Specifically, it examined the characteristics of the hotels and restaurants surveyed across the country, sought their perception of the QA Inspectors and functions in their implementation of QA policies; and their assessment of the performance of QA Inspectors. A total of one hundred and forty (140) respondents were surveyed across four regions of Ghana using the non-probability sampling technique of quota sampling in selecting the sample. The data were analysed quantitatively. The study found out that the hotels genera...

This objective of the study was to determine the effect of the quality of academic services owned by Aisyah University of Pringsewu on student satisfaction. The method used in this research is descriptive quantitative method. The types of data needed for research are primary data and secondary data. Sampling was carried out using a probability sampling method of simple random sampling, with a total of 198 respondents. The data analysis technique uses descriptive analysis and multiple regression analysis. Based on the results of the T-test there are 2 variables that have an effect, namely the Responsivenss variable (responsiveness) and Tangible variable (physical evidence), while the Reliability (reliability), Assurance (Assurance) and Emphaty (empathy) has no effect on student satisfaction. The results of this study based on the F test is the Quality of Service which consists of Reliability (reliability), Responsivenss (responsiveness), Assurane (Guarantee), Empathy (empathy) and Ta...

The aim of this research is to validate the explanatory model of how the quality of service perceived by students of a higher education center influences their loyalty (retaining and attracting new students) through mediating variables: perceived value, expectations, and satisfaction. The methodology used to validate the measurement scales is exploratory, and confirmatory factor analysis and the structural equation modeling (SEM) technique are applied to analyze the causal relationships proposed in the model. The results show that the key variables to improve student's loyalty to the center are the quality of the service provided and the satisfaction perceived by the students. Both variables are postulated as a major source of competitive advantages. It is also observed that service quality is one of the three key variables to achieve student's satisfaction together with expectations and perceived value. This research and its results allow us to understand the relationship b...

To analyze the direct and indirect effects of electronic word of mouth, perceived price, brand image, perceived service quality, and purchase intention variables. The research was conducted on users of the RedDoorz Application in Indonesia. Collecting data with instruments that have been tested for validity and reliability, by a questionnaire distributed via google form using accidental sampling technique. A total of 330 samples were collected, the data was processed by SEM using SmartPLS 3.2.9. There is a significant positive effect of Electronic Word of Mouth, Perceived Price, Brand Image on Perceived Service Quality, and Purchase Intention. The variable that has the most direct influence on Purchase Intention is Perceived Price, and the indirect influence through perceived service quality is Brand Image.