Using Chernoff faces to portray service quality data

1994 ◽  
Vol 10 (1-3) ◽  
pp. 247-255 ◽  
Author(s):  
Deon Nel ◽  
Leyland Pitt ◽  
Trevor Webb
Keyword(s):  
Service Quality ◽  
Quality Data

PENGARUH KUALITAS PELAYANAN DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN DI KAFE POTRET MEDAN

2019 ◽  
Vol 13 (2) ◽  
pp. 199
Author(s):  
Asrye Tutur Sinaga ◽  
Nurul Wardani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Word Of Mouth ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Data ◽  
Purchasing Decisions ◽  
Study Hypothesis

AbstrakPenelitian ini bertujuan untuk mengetahui dan dapat menjelaskan pengaruh Kualitas Pelayanan dan Word Of Mouth terhadap Keputusan pembelian di Kafe Potret Medan. Populasi dalam penelitian ini adalah 700 orang ditentukan dari jumlah pengunjung Kafe Potret Medan dalam kurun waktu satu minggu, dan sampel yang digunakan berjumlah 88 pengunjung. Sedangkan tehnik pengumpulan data menggunakan angket (kuesioner) dan pengujiannya yaitu uji kualitas data dan uji asumsi klasik.Pengujian hipotesis menggunakan analisis regresi linier berganda, uji F, uji t, dan uji R2. Hipotesis penelitian dimensi Kualitas Pelayanan dan Word Of Mouth secara parsial terhadap Keputusan Pembelian diterima jika t hitung > t tabel dengan tingkat signifikan 0.05.Nilai t tabel dalam penelitian ini 1,662. Nilai t hitung variabel X1 sebesar 1,990 t hitung  > t tabel maka hipotesis diterima, nilai t hitung variabel X2 sebesar 2,628 t hitung > t tabel maka hipotesis diterima. Dari 2 variabel, variabel Word Of Mouth yang paling dominan mempengaruhi Keputusan Pembelian  sebesar 2,628. Kata Kunci : Kualitas Pelayanan, Word Of Mouth, Keputusan Pembelian AbstractThe purpose of this study is to identify and able to explain the influence of Service Quality and Word Of Mouth to Purchasing Decisions of Kafe Potret Medan. The population in this study were 700 people from visitors Kafe Potret Medan in one week, and the samples used were 88 visitors. While the techniques of data collection using the questionnaire and use the test of quality data and classical assumption. The hypothesis test uses multiple linear regression analysis, F test, R square and t test. The study hypothesis was partially of Service Quality and Word Of Mouth dimension to  Purchasing Decisions is acceptable if t hitung > t tabel with a significant level 0.05. The t tabel value in this study 1.662. The t hitung X1 is 1.990 that mean t hitung > t tabel then the hypothesis is accepted, t hitung X2 is 2.628 that mean t hitung > t tabel then the hypothesis is accepted. From 2 variables fascination that the most dominant variable for Purchasing Decisions is Word Of Mouth of 2.628. Keywords : Service Quality, Word Of Mouth, Purchasing Decisions

scholarly journals THE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES

2012 ◽  
Vol 13 (4) ◽  
pp. 614-636 ◽  
Author(s):  
Osman M. Karatepe ◽  
Georgiana Karadas
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Recovery ◽  
Job Embeddedness ◽  
Performance Outcomes ◽  
Quality Data ◽  
Management Commitment ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of fulltime frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.

Using service quality data for competitive marketing decisions

2000 ◽  
Vol 11 (5) ◽  
pp. 438-469 ◽  
Author(s):  
Roland T. Rust ◽  
Peter J. Danaher ◽  
Sajeev Varki
Keyword(s):  
Service Quality ◽  
Quality Data

scholarly journals DO HR PARTICES AFFECT SERVICE QUALITY OF FRONT LINE STAFF

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Farooq -E- Azam Cheema
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Data ◽  
Future Research ◽  
Frontline Employees ◽  
Frontline Staff ◽  
Hr Practices ◽  
Recruitment And Selection

The basic objective of this study was to examine the role of HR practices like recruitment and selection, training, performance appraisal and rewards management in enhancing overall service quality of the frontline staff in the hotel industry in Karachi, Pakistan. Hypothetic deductive approach was used for examining the relationship between independent and dependent variables. Customer service dimensions used in this study were derived from the SERVQUAL model that included frontline staff appearance, reliability of service, responsibility among the staff, assurance of job related knowledge and etiquette and empathy. For the purpose of study 15 hotels and restaurants of various sizes with minimum 30 frontline employees were chosen. Ten frontline employees from reception staff, waiters/waitresses, housekeeping employees were chosen using quota sampling for data collection. Opinion of the frontline staff was sought through structured questions as to how the four HR practices are likely to affect quality of five dimensions of the customer service quality. Data was collected through a structured questionnaire and integrated through SPSS. Results of study showed that the two HR practices; training and rewards management significantly affect the service quality of the frontline staff and this effect is far stronger than the effect of other HR practices. This research will not only bring significant practical implications for better human resource management in hospitality sector but also provide important indicators for future research. The future study may aim at identifying various internal and external factors that affect efficacy of various HR practices and policies and consequently their contribution in enhancing service quality of staff. Studies are also needed to identify further impediments obstructing the positive influence of recruitment and selection and appraisal practices on service behavior and quality of the staff. The role of various intervening or mediating variables such as employee collaboration, organization culture can also be probed further.

scholarly journals The Relationship Between Service Quality and Customer Satisfaction in India’s Rural Banking Sector: An Item Analysis and Factor-Specific Approach

2013 ◽  
Vol 1 (2) ◽  
pp. 43-63 ◽  
Author(s):  
Mohammad Adil
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Item Analysis ◽  
Sampling Technique ◽  
Quality Data ◽  
Sampling Frame ◽  
Business World ◽  
Perceived Service Quality

Earlier research has shown that, in today’s highly competitive business world, service quality and satisfaction are central to management concerns for marketing effectiveness and success. This study attempts to determine customer-perceived service quality at rural Indian banks and identify the most significant predictors of overall customer satisfaction based on a five-dimensional ‘performance-only’ scale measuring service quality. Data was collected from 289 patrons of rural banks, based on a seven-point Likert scale ranging from 1 (”strongly disagree”) to 7 (“strongly agree”). The absence of a reliable sampling frame necessitated following a controlled sampling technique. In order to extract factors relevant to service quality, we employ exploratory factor analysis, means, standard deviations, t-tests, and regression analysis. Our preliminary analysis indicates that rural customers report high levels of perceived service quality across all five dimensions while the results of the regression analysis (β) show that reliability and assurance explain overall customer satisfaction at rural banks in India. The study’s findings can be employed by the banking industry to restructure and prioritize its service quality and develop appropriate promotional strategies by highlighting relevant aspects of service quality and customer satisfaction.

scholarly journals Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001:2015 Terhadap Kepuasan Peserta (Pelanggan) Dengan Mediasi Kualitas Layanan

2019 ◽  
Vol 9 (1) ◽  
pp. 69-78
Author(s):  
Erna Nur Ma'sumah ◽  
Layaman Layaman
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Quality Data ◽  
Management Systems ◽  
Quality Management Systems ◽  
Participant Satisfaction ◽  
Managerial Implications

This study aims to analyze the effect of the Implementation of Quality Management Systems and Service Quality on the Satisfaction of Participants (Customers), as well as the Implementation of Quality Management Systems on Service Quality. Data collection through the distribution of questionnaires to participants of PT. Taspen. Regression analysis is used to prove the hypothesis. The results showed that the implementation of the Quality Management System and Service Quality affected the Participant Satisfaction and the Implementation of the Quality Management System affected the Service Quality. Implementation of the Quality Management System has a weak effect on Participant Satisfaction. This study also shows that the Implementation of Quality Management Systems to Participant Satisfaction is mediated by Service Quality. This result has several managerial implications.

scholarly journals REDISCOVERY LIBRARY SERVICE QUALITY IN STRENGTHENING QUALITY EDUCATION MANAGEMENT

2018 ◽  
Author(s):  
Rorim Panday
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Services Quality ◽  
Quality Data ◽  
Library Service ◽  
Education Management ◽  
Average Value ◽  
Teaching Learning ◽  
Cartesian Diagram

The library is one of the facilities to support teaching learning in college. This research was conducted at library of Bhayangkara Jaya University. The purpose of this study to reveal back of the library service quality, because the library as part of the strengthening of the quality of education management. Data were collected by a questionnaire using a Likert scale, which developed from SERVQUAL which consists of five components: tangible consists of eight variables, reliability consisting of five variables, responsiveness consisting of four variables, Assurance consist of four variables and Empathy consisting of five variables, with the number of all there are 26 variables. The data got includes service quality data and level of importance service quality from the user, the number of respondents as many as 135 peoples from library users, taken at random. Data analysis using Cartesian diagram of Importance Performance Analysis (IPA), between the importance of the service quality and the existing of services quality. The Xaxis of the Cartesian diagram is the average value of the quality of service, while its Y axis is the average value of the importance of the service quality. The analysis shows there are three variables that are main priorities in quadrant A; in quadrant B there are seven variables that must be maintained the services quality; in Quadrant C there are 11 variables into a low priority; and in quadrant D there are five variables that indicate less important but quality of service is good.

Penerapan Metode IPA dan PGCV untuk Menganalisis Kualitas Layanan PT. Bank X berdasarkan Dimensi Servqual

Jurnal METRIS ◽  
2020 ◽  
Vol 21 (02) ◽  
pp. 92-102
Author(s):  
Rikko Howin ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Data Processing ◽  
Customer Service ◽  
Quality Data ◽  
Fourth Quadrant ◽  
Validity And Reliability ◽  
The Third ◽  
Customer Services

The bank is an institution that usually keeps people's money and redistributes it, as well as providing other services. The quality of service at the bank is important in order to compete well in the banking industry. This study aims to determine customer satisfaction, priority improvements needed to increase customer satisfaction. The data processing of this research begins with the validity and reliability test of the questionnaire, then continues with data processing using the SERVQUAL, IPA, and PGCV methods. In the SERVQUAL method there are a total of 22 attributes, for the tangible dimension it has 9 attributes, then the reliability dimension has 2 attributes, Furthermore, the responsiveness dimension has 4 attributes, the assurance dimension has 3 attributes, and finally the empathy dimension has 4 attributes. The result of Service Quality data processing, as a whole has a gap minus value. The results are then processed by the IPA method and the results show that six attributes are in the first quadrant (priority recovery), three attributes are in the second quadrant, one attribute is in the third quadrant, twelve attributes are in the fourth quadrant. The results of data processing using the IPA method, then continued with data processing using the PGCV method, and the results show that there are six attributes listed in the order of priority, with the highest PGCV score statement, namely the item "tellers and customers". Service has a sufficient number. Then followed by adding some divider walls, equity in bank services, in customer services speed, improvement at queue information, adding some chairs. So, to increase and maintain the bank service quality, the problems must be fixed immediately based on the priority rank results like adding some divider wall, increase the number of teller and customer service, adding some chair, improving equity in bank services, improving the customer service speed in serving customers

Effect of social media sharing on destination brand awareness and destination quality

2019 ◽  
Vol 26 (1) ◽  
pp. 33-56 ◽  
Author(s):  
Bekir Bora Dedeoğlu ◽  
Mathilda van Niekerk ◽  
Kemal Gürkan Küçükergin ◽  
Marcella De Martino ◽  
Fevzi Okumuş
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Country Of Origin ◽  
Quality Data ◽  
Brand Awareness ◽  
Equation Modeling ◽  
Tourism Destination ◽  
Destination Brand

This study examines the effect of social media sharing on tourism destination brand awareness and destination natural and service quality and also examines the moderating roles of country of origin (COI; macro and micro) image on destination natural and service quality. Data were collected from 568 domestic and international tourists who have visited Alanya, Turkey. Relationships in the study were examined through structural equation modeling. As one of the components of social media sharing, participant sharing positively affects destination brand awareness, whereas any significant effect of nonparticipant sharing on destination brand awareness was not found. Destination brand awareness positively influences tourist perceptions of both destination service quality and destination natural quality. COI image moderates most of the relationships.

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