To Technovate or Not to Technovate? Examining the Inter-Relationship of Consumer Technology, Museum Service Quality, Museum Value, and Repurchase Intent

2015 ◽  
Vol 27 (2) ◽  
pp. 155-182 ◽  
Author(s):  
Margee Hume
Keyword(s):  
Service Quality ◽  
Repurchase Intent ◽  
Relationship Of ◽  
Museum Value

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Kuwaiti Hospital Patients’ Continuance Intention to Use Telemedical Systems in the Wake of the COVID-19 Pandemic: Survey Study Among Patients (Preprint)

2021 ◽  
Author(s):  
Ibtesam Almutairi
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Survey Study ◽  
Intention To Use ◽  
System Quality ◽  
Continuance Intention ◽  
Quantitative Research Methods ◽  
Patient’S Satisfaction ◽  
Relationship Of ◽  
The Relationship

BACKGROUND Telemedicine is a system using telecommunication technologies to diagnose, treat, and monitor patients by healthcare physicians and specialists in many developing countries such as Kuwait. Telemedicine services have proven to be successful in reporting and tracking patient records, delivering, real time monitoring, providing correct medications, and early detection of clinical decline. Covid-19 pandemic period have reinforced telemedicine system’s benefits even more in Kuwait. OBJECTIVE The objective of this study is to investigate factors influencing patients’ continuance intention to use telemedicine after the COVID-19 pandemic in the medical sector of Kuwait. METHODS The updated Delone and Maclean (2003) model was utilized to investigate the aforementioned factors. As such, this research applied quantitative research methods with a sample of 290 participants from patients in Dar Al Shifa Hospital, a private hospital in Kuwait which utilizes telemedical services called ‘Sehaty online’. The corresponding data was analyzed using SmartPLS. RESULTS The findings of this study revealed that the relationship of both telemedicine’s information quality and system quality with patient’s satisfaction are significant with (β = 0.377, t = 5.612, P < 0.001), (β = 0.295, t = 4.397, P < 0.001) respectively. While the relationship of service quality and patient’s satisfaction is not significant with (β = -0.056, t = 0.894, P > 0.05). patient’s satisfaction relationship with patients’ continuance intention to use telemedicine found to be significant with (β = 0.403, t = 8.732, P < 0.001). CONCLUSIONS It has been concluded that information quality and system quality have a positive and significant influence on patient’s satisfaction, whereas service quality has an insignificant influence on patient’s satisfaction. Also, patients’ continuance intention to use telemedicine is found to be significantly impacted by their satisfaction.

scholarly journals The Relationship of Brand Image and Service Quality on Student Loyalty of A University Shop

2019 ◽  
Vol 14 (2) ◽  
pp. 68-79
Author(s):  
Saida Farhanah Sarkam ◽  
Nurul Syafika Mohd Nasir ◽  
Shatina Saad
Keyword(s):  
Service Quality ◽  
Brand Image ◽  
University Management ◽  
Small Companies ◽  
Southern State ◽  
Student Centered ◽  
Student Loyalty ◽  
The University ◽  
Relationship Of ◽  
The Relationship

The study aimed is to examine the relationship of brand image and service quality towards student loyaltyin purchasing at a university shop, namely UniShop, in the southern state of Malaysia. By understandingstudent loyalty, the university management might encourage students to shop at the UniShop and generaterevenues within the campus. The decreasing sales of UniShop are affected by a hypermarket located withinwalking distance to the university in August 2017. From the literature, the entrance of multinationalcompanies might affect the small companies surrounding them, including UniShop which is a smallenterprise. Thus, the research examined student loyalty in purchasing at UniShop by distributingquestionnaires to the students of the university. The researchers used proportionate stratified randomsampling to generalize the finding across all semester students in the university. The findings showed thatbrand image and service quality played an important role in student loyalty. Students were the maincustomers of a university shop, contributed most of the shop’s business sustainability, and generate indirectincome to the university. In order to maintain student loyalty, UniShop has to take some initiatives includingto increase the scale of products, focuses on student-centered services, improve the shop layout, and sellexclusive university merchandise to increase the student's self-belonging to the university products. Keywords: brand image, service quality, student loyalty, university shop

scholarly journals Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

2020 ◽  
Vol 5 (2) ◽  
pp. 63-76
Author(s):  
Eveeta Shakya ◽  
Puja Tamang
Keyword(s):  
Service Quality ◽  
Work Engagement ◽  
Significant Relationship ◽  
Research Work ◽  
Independent Variables ◽  
Study Results ◽  
Internal Service Quality ◽  
Relationship Of ◽  
The Impact ◽  
Employee Work Engagement

This study examined the Service Quality (SERVQUAL) model with the Internal Service Quality (ISQ) dimensions such as tangibles, reliability, responsiveness, assurance and empathy that impact on employee work engagement. This research work was conducted in Hotel Soaltee Crowne Plaza (SCP), one of the 5-star deluxe hotels of Nepal. The study has adopted an inferential research design to meet the study objectives regarding the impact of independent variables on work engagement of SCP Hotel. A structured questionnaire was distributed to 126 sample respondents out of a total of 503 employees of SCP hotel. The study reveals a significant relationship of work engagement with empathy and not with rest of the independent variables. Based on the findings it is recommended that employees should be taken good care of, and employers should be well aware of the employees’ emotional level since empathy has shown a highly significant relationship with work engagement. Study results have scope of future reference whereby implementing SERVQUAL dimensions for employee work engagement and reduction in employee turnover and improved.

scholarly journals PEMBERDAYAAN KARYAWAN DAN KUALITAS PELAYANAN PADA PERUSAHAAN PELAYARAN

2016 ◽  
Vol 3 (3) ◽  
pp. 339
Author(s):  
Muh Kadarisman ◽  
Gatot Cahyo Sudewo ◽  
Yosi Pahala
Keyword(s):  
Organizational Culture ◽  
Data Analysis ◽  
Service Quality ◽  
Strategic Management ◽  
Quantitative Approach ◽  
Survey Method ◽  
Independent Variables ◽  
Strong Relation ◽  
Relationship Of ◽  
The Relationship

This research aims to find out the relationship of strategic management, organizational culture and employees’ empowerment with service quality. This research is carried on at PT Sillo Bahari Nusantara using quantitative approach with survey method. The population of this study is the employees at PT Sillo Bahari Nusantara Jakarta 2015. The samples used in this study are 50 respondents which are selected randomly. The data is analyzed using descriptive statistic technic and parametric inferential. Based on data analysis it can be concluded that all the independent variables like strategic management, organizational culture, and employees’ empowerment have a positive and strong relation towards service quality, either partially or simultaneously. Therefore, the service quality can be increased by improving strategic management, organizational culture and employees’ empowerment.

Cause Related Marketing and Customer Value: The Role of Service Quality and Perceived Risk as Mediators

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Shelleka Gupta ◽  
Alka Sharma ◽  
Aubid Hussain Parrey
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Direct Effect ◽  
Perceived Risk ◽  
Customer Value ◽  
Research Study ◽  
Cause Related Marketing ◽  
Relationship Of ◽  
The Relationship

The present research paper is an attempt to understand the role of mediating variables in the relationship of cause related marketing and customer Value. Based on the literature review, the role of service quality and perceived risk as mediators has been analysed in depth. The data for the study has been collected from mobile subscribers of the select telecom companies that were running cause campaigns. The results of the research showed higher total effect than direct effect, which signalled the role of mediators in the relationship of cause related marketing and customer value. Furthermore it is evident from the analysis that service quality has a direct and significant impact on the relationship of Cause related marketing and customer value, as compared to the perceived risk. This research study emphasizes the role of Cause Related Marketing in enhancing customer value via service quality.

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