A fuzzy SERVAQUL model for evaluating service quality of service industry

2008 ◽  
Author(s):  
Chien-Chang Chou
Keyword(s):  
Quality Of Service ◽  
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 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.  

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 Service quality, customers’ satisfaction, and profitability: an empirical study of Saudi Arabian insurance sector

2018 ◽  
Vol 15 (2) ◽  
pp. 232-247 ◽  
Author(s):  
Anis Ali ◽  
Mohammad Rumzi Tausif
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Age Groups ◽  
Fundamental Aspect ◽  
Quality Of Services ◽  
Insurance Sector ◽  
Established Fact

Financial performance is the fundamental aspect to test the performance of the companies. The performance of insurance sector, like any other service industry, is supposed to depend significantly on customers. When it comes to customers, it is an established fact that customer satisfaction would be an important element. Customer satisfaction primarily depends on the quality of service it gets. It can be safely hypothesized that better service quality would lead to higher satisfaction, which would ultimately lead to higher profits for the company. Studies on this relationship in the insurance sector for Saudi Arabia are missing. Hence, this study aims at studying both the profitability of companies and quality of service and tries to relate it to customer satisfaction. The results are quite surprising, as the study establishes that although the qualities of services are found wanting in many areas, companies are earning good profits. A probable reason could be the statutory nature of the services. Nevertheless, this study recommends improving the quality of services and differentiating services between age groups for further improvement.

scholarly journals Service Quality Determinants of Electricity Consumers in The Gambia

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
S. Jawneh ◽  
M. Manneh
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Price Competition ◽  
Business Models ◽  
Service Industry ◽  
The Gambia

In a competitive market environment where goods and services are rendered to consumers, the quality of products has significant impact on its price. Competition in energy sector directly affects the nature and quality of service delivery to its consumers, thus the quality of service will greatly determine the level of satisfaction customers received from the quality of delivered service. To this effect, this study focus on the utility service industry through investing the determinants of service quality on customer satisfaction on the Gambian electricity service consumers – a case study of National Water and Electricity Company Limited (NAWEC). This paper also identifies key strategies that the utility service company can employ to increase its customer satisfaction. Using non-probability convenience sampling, data was collected from 250 domestic consumers of electricity in the Gambia using self-administered questionnaires. Descriptive statistics; Correlation and regression analysis were used to analyze the data through IBM SPSS statistics Version 20. The results of the regression analysis identify assurance, responsiveness and empathy as the top most consumer perceived service quality determinants of Gambian electricity consumers respectively. This implies that NAWEC should develop and implement excellent quality service delivery initiatives with much emphasis on service assurance, responsiveness and emotional empathy as well as business models and strategies gear towards consumerism, in addition to professional and competent staff recruitment and training. The result of which will significantly lead to an increase customer satisfaction for the corporation.      

scholarly journals Service Quality Attributes: Perspective of Newly Registered Postgraduate Students by Research

2016 ◽  
Vol 1 (1) ◽  
pp. 35
Author(s):  
Siti Halijjah Shariff ◽  
Syazwani Amanina Azman ◽  
Nur Fhatihah Zakria
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Industry ◽  
Quality Attributes ◽  
Postgraduate Students ◽  
Survey Form ◽  
Postgraduate Programme

For service industry, it is rather difficult to measure quality of service since services are intangible in nature. Nevertheless, effort on measuring service quality will have to be done to form a basis of monitoring, control and planning. This study looks into the service quality attributes of postgraduate programme by research by having newly registered students to participate by answering the survey form. The findings confirm other research in this area in that lecturers play a major role in education. However, leisure seems to be the lower end of agreement if compared to academic, cost and industry link.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

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 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

Sign in / Sign up

Export Citation Format

Share Document