Analysis the Service Quality of China’s Service Industry in 2018

2020 ◽  
pp. 593-599
Author(s):  
Yawei Jiang ◽  
Huali Cai ◽  
Xuemei Wei
Keyword(s):  
Service Quality ◽  
Service Industry

LOYALITAS PELANGGAN DITINJAU DARI KUALITAS PELAYANAN LIFESTYLE DAN TRUST (STUDI KASUS SALON JOHNNY ANDREAN THE PARK MALL)

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Devi Ayu Prihatining Tyas
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Research Process ◽  
Processing Technique ◽  
Purchasing Decisions ◽  
Significant Development ◽  
Beauty Salon

The service industry is currently experiencing a very significant development for example Beauty salon services. The greater the interest of consumers visiting the salon, the more rapid one's business will start a salon services business. In the research process with the aim of determining and explaining the quality of service, lifestyle, trust in Jonny Andrean's salon purchasing decisions. The sample processing technique uses accidental samples with a sample size of 100 respondents. Research using quantitative research. The analysis method uses multiple linear regression. The results of this study are the variables of service quality, lifestyle, trust together or simultaneously have a significant effect on Jonny Andrean's salon purchasing decisions. service quality, lifestyle and persial trust significantly influence purchasing decisions and explained the quality of service, lifestyle, trust 31.7%. Keywords: purchase decision, service quality, lifestyle, trust

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals APPLICATION OF SERVQUAL TO IMPROVE LEVEL OF INDUSTRIAL SERVICE IN SOUTH MERUYA WEST JAKARTA

ICCD ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 355-358
Author(s):  
Lien Herliani Kusumah ◽  
Sawarni Hasibuan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Industry ◽  
Practical Knowledge ◽  
Industrial Service

This activity has the purpose to give understanding and to train the ability in service industry in applying the method of service quality to improve the quality of service. Participants in this activity are stakeholders in service industry in the region of South Meruya West Jakarta those are business enterpreneur hosewives who are joined in RPTRA Mahkota South Meruya SelatanWest Jakarta. Method of training in increasing the quality of service is by using the method service quality in service industry they are: delivering material about service quality, delivering material about evaluating customer’s satisfaction with the material service quality. Participation and seriousness of the participants can be said is good enough. Result of this training is that members of Mahkota South Meruya feel satisfied and get practical knowledge about application of ServQual.  

Service quality evaluation of automobile garages using a structural approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James ◽  
Jasmin James
Keyword(s):  
Graph Theory ◽  
Service Quality ◽  
Quality Index ◽  
Service Industry ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
Service Quality Evaluation ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality.Design/methodology/approachA structural methodology of graph theory and matrix approach is applied for developing the service quality index.FindingsThe automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate.Practical implicationsThe methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality.Originality/valueThe paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.

scholarly journals Critical Elements of Customer Service Among Homestay Operator to Improve the Quality of Homestay Program in Malaysia

2019 ◽  
Vol 9 (2) ◽  
pp. 4416-4420
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Rural Areas ◽  
Interrater Reliability ◽  
Qualitative Method ◽  
Service Industry ◽  
Critical Elements ◽  
Knowledge And Attitude ◽  
Economic Income

Homestay program is a service industry; from people to people through people. It is aimed to increase the economic income of rural areas. However, the level of homestay program competitiveness is still low due to many studies reported about the quality of service offered by the homestay operator was not at the satisfactory level. Hence, the customer’s satisfaction is very important in order to make the homestay program become successful and improve the rural area economic income. There are many studies on the service quality in the homestay sector in Malaysia but not much research focusing on service delivery which also emphasizes the quality and customer satisfaction aspect. This study is to identify the critical elements that can improve the quality of customer service in Malaysian homestay program. Therefore, this study will measure the interrater reliability of each element which the researcher has gathered from qualitative method on previous study. Fleiss’ kappa statistical method will be used to measure the four constructs of customer service; human relation, skill, knowledge and attitude. This method will measure the nine experts’ consensus and verify the critical elements of customer service in homestay program in Malaysia. The findings of this study show that from 71 elements of four constructs only one element was disagreed by two experts. In conclusions, all the experts agreed with four constructs as they believed that the constructs will improve the quality of customer service. These constructs and elements may be the guidance for the homestay operator in Malaysia in order to improve the customer service quality and foster the competitiveness of the homestay in Malaysia.

scholarly journals Analisis Kualitas Pelayanan di Restoran Saung Mirah, Bogor

2014 ◽  
Vol 5 (1) ◽  
pp. 49 ◽  
Author(s):  
Agung Gita Subakti
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Industry ◽  
Food Service ◽  
Good Service ◽  
Food And Beverage

A restaurant is one of the facilities to carry out Food Service Industry or as a part tourism accommodation that plays a role in fulfilling the needs of tourists or customer. In this case, good service quality will determine the progress of a restaurant beside food and beverage as the offered products. Saung Mirah Restaurant Bogor is a restaurant that has a quality of service that is not as expected, thus causing a lot of complaints from guests. The purpose of this study is to look at the implementation of quality of service performed and what improvements could be given to the management of Saung Mirah Restaurant Bogor, so the quality of the restaurant service can be increased and complaints from customers can be decreased.

scholarly journals Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry

2021 ◽  
Vol 1 (4) ◽  
pp. 13-18
Author(s):  
Meri Andriani ◽  
Heri Irawan ◽  
Nanda Rizqa Asyura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Statistical Tests ◽  
Kano Model ◽  
One Dimensional ◽  
Service Support ◽  
Customer Dissatisfaction ◽  
Improve Service Quality

The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

scholarly journals Customer Satisfaction on Service Quality of Bus Transport: A Survey of Passengers from Phnom Penh to Poipet in Cambodia

2018 ◽  
Vol 5 (2) ◽  
pp. 114 ◽  
Author(s):  
Sokchan Ok ◽  
Thammanoon Hengsadeekul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Satisfaction Level ◽  
Transport Service ◽  
Private Companies ◽  
Phnom Penh ◽  
Factors Affecting ◽  
Bus Transport

This study is designed to evaluate the main factors affecting the bus service quality and customer satisfaction in bus services to travel from Phnom Penh to Poipet which are providing by private companies. It examines and explores the consumer expectation on service quality of bus transport through the SERVQUAL’s 5 dimensions such as tangible, reliability, assurance, empathy, and responsiveness. This research study is intended to collect data from participants to investigate the relationship among five components of service quality and customer satisfaction. The independent variable used throughout this study is overall satisfaction with bus transport service. Independent variables are specific service quality attributes which consist of service given, access, availability, time and environment. From the finding, on interesting finding was that in the question of customer’s reason to use the BTS of private companies in Cambodia, in which “suitable traveling” ranked last among other factor (location convenience, appreciate price, no choice, good service). Also, more than half of the respondents stated they maybe use the BTS again in the future, because there is no choice for them. Therefore, it can be clearly seen that this research was focusing at right point. Despite the fact that half of the respondents rated their satisfaction level of the “poor” level, and nearly half of the respondents rated their satisfaction level in “average” level. Nevertheless, not so many customers preferred to use the BTS because of its service convenience. Service quality is an important consideration in a successful service business. By the time, this research was conducted, the highly competitive market conditions in Cambodia’s bus transport service industry had forced service operators to deliver high-quality service to customers. In order to provide that, the service operators should first focus on understanding customers’ needs and their expectations before implementing the suitable service strategy to meet the customers’ needs.

scholarly journals Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank

2016 ◽  
Vol 2 (1) ◽  
pp. 57
Author(s):  
Seema Sharma
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Industry ◽  
Satisfaction Level ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Body Of Knowledge ◽  
Excellent Service ◽  
The Impact

<p><em>The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers judge service quality as low or high depending upon whether the service performance meets their expectation or not. The purpose of this research is to determine the impact of service quality of an urban cooperative bank on its customers and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of the services rendered. Using SERVQUAL tool, five service quality dimensions using two segments in the form of a questionnaire consisting of 22 questions each have been used for the customers. The result shows that the overall perception of the quality of service provided by the bank under study is within the acceptable limit for the five aspects of service quality measured. Nevertheless, difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Thus the research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study.</em></p>

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