scholarly journals Analysis of the Perceived Quality of Service at Kocaeli International Youth Center

2018 ◽  
Vol 6 (11) ◽  
pp. 168
Author(s):  
Reşat Sadık ◽  
Nurgül Tezcan Kardaş
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Family Income ◽  
Three Dimensional ◽  
School Level ◽  
School Type ◽  
Perceived Service Quality ◽  
Youth Centers ◽  
Gender Specific Differences

This study aims to evaluate the quality of service as perceived by the young members, who get service from the Kocaeli International Youth Center, which operates under the aegis of the Ministry of Youth and Sports. In order to fulfill this objective, the three-dimensional “Scale of the Perceived Service Quality at Youth Centers,” developed by Aycan et. al.(2005) and intended for youth centers, has been applied to 247 youths, who are members of and get service from youth centers. Within the scope of the research, viewpoints of the youths, with regard to some of their demographic characteristics, concerning the elements of the service quality have been analyzed. Consisting of 103 males and 144 females, a total of 247 individuals have taken part in the research. Following the analyses done and in the context of the elements of the service quality at the youth centers as perceived by the youths, it is found that there are no gender-specific differences; according to age variable, there is a difference in all factors in favor of the age group 7-12; as for the variable of family income, there is a difference in output quality factor in favor of the youths with an income level lower than 1300 TLs; and as for the variable of school type, there are significant differences in favor of the primary school level.

scholarly journals EFFECTS OF DOWNSIZING ON PERCEIVED SERVICE QUALITY

TEME ◽  
2020 ◽  
pp. 947
Author(s):  
Nikola Ćurčić ◽  
Nemanja Berber ◽  
Agneš Slavić ◽  
Peter Harmat
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Perceived Service Quality ◽  
The One ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Spearman’S Correlation ◽  
Negative Link

In the context of a very turbulent environment where various challenges are more and more present, companies often apply different strategies in order to harmonize their business with new and often unfavorable conditions. One of the possible strategies of companies is the downsizing strategy. Downsizing, as an organizational strategy, usually involves a reorganization that can be implemented in different ways, but in which the resulting outcome often causes a reduced number of employees. Research around the world has highlighted the various effects of this strategy on the performance of organizations. On the one hand, cost are reduced as it strives to increase profitability and productivity. On the other hand, various problems often arise in the form of attitudes and behavior of employees, reflected in the changed quality of service that is provided, employee satisfaction, their loyalty and willingness to leave the company. The aim of this paper is to explore the relation between the application of different approaches to the downsizing strategy in organizations and the perceived service quality. The survey was carried out on a sample of 160 companies in Serbia, based on the data collected during the Cranet project, from 2015 to 2016. The methodology used during the research included research of the available literature and results of previous studies, as well as the application of statistical techniques for data analysis, factor analysis, Spearman’s correlation and hierarchical linear regression. The results of the research indicate that there is a negative link between the observed variables, that is, the implementation of the downsizing in certain forms is associated with a lower level of the perceived quality of service.

Demographic differences of perceived service quality in emergency rooms of hospital organizations

2017 ◽  
Vol 25 (2) ◽  
pp. 282-294 ◽  
Author(s):  
Avichai Shuv-Ami ◽  
Tamar Shalom
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Design Methodology ◽  
Emergency Rooms ◽  
Bottom Line ◽  
Demographic Differences ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Scale

Purpose The purpose of this paper is to test three visual, demographically based perceptions of service quality at several emergency rooms (ERs) of hospital organizations in Israel. Design/methodology/approach This research is based on the evaluations of 1,002 people who accompanied a patient to hospital ERs in Israel. The data were collected randomly from an internet panel that comprised more than 50,000 people aged over 18 years. Findings The findings showed that female patients were perceived as receiving significantly lower service quality than males; elderly patients were treated well by medical staff, and treatment was similar to all other adult groups; children were perceived as receiving the best service; and religious individuals perceived service quality in ERs at a higher level than non-religious patients. Research limitations/implications The current study uses a service quality scale derived from a marketing scale that was modified to study the quality of service in hospital ERs. The current study measures only differences in visual demographics. Originality/value This paper attempts to provide the ER staff of hospital organizations with some knowledge about the ways which their service is perceived and encourages a more sensitive attitude toward their patients’ needs. This may influence the hospital customer satisfaction and the hospital financial bottom-line.

scholarly journals TAVSİYE ETME DAVRANIŞININ ALGILANAN HİZMET KALİTESİ DEĞİŞKENLERİ İLE İLİŞKİSİ: ATATÜRK HAVALİMANI ÖRNEĞİ

2018 ◽  
Vol 6 (3) ◽  
Author(s):  
Bekir TUNCER ◽  
Yıldıray KIZGIN
Keyword(s):  
Logistic Regression ◽  
Quality Of Service ◽  
Service Quality ◽  
Regression Model ◽  
Significant Relationship ◽  
Categorical Data ◽  
Logistic Regression Model ◽  
Perceived Service Quality ◽  
Evaluation Scores

Passengers using the airports are getting more and more publicity of airport services, with comments on various platforms such as Skytrax, TripAdvisor and Google Rewievs. On these platforms, they can evaluate and rate various aspects of airport services. The main purpose of the study is to suggest the airport passengers' behavior to recommend the airport; the reasons for using the airport (transit, incoming-outgoing), travel purposes (holiday-work) and the quality of the perceived service quality variables. For this purpose, the evaluation scores obtained from www.airlinequality.com website were analyzed. The logistic regression model examines the perceived quality of service and how passengers are influenced by travel intentions and types, coded as categorical data such as recommending and advising travelers to recommend airport services. As a result of the analysis, it was found that there was a significant relationship between the seating areas in the airport, the directions of the guiding signs and the terminal staff variables and the behavior of the airport where the passengers were receiving service. It was determined that there was no significant relationship between the purpose of travel (work / holiday), reason for using the airport (incoming-outgoing / transit), time spent in the queue and cleaning of the terminal.

scholarly journals THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

2020 ◽  
Vol 21 (1) ◽  
pp. 360-372
Author(s):  
Deepika Jhamb ◽  
Amit Mittal ◽  
Pankaj Sharma
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Strong Relationship ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

scholarly journals Investigation of Perceived Service Quality of Youth Centers

2019 ◽  
Vol 3 (1) ◽  
pp. 5-15
Author(s):  
Bahadır ALİGÜL ◽  
Hasan Erdem MUMCU ◽  
Abdullah ÖZLEYEN ◽  
Neşe MUMCU
Keyword(s):  
Service Quality ◽  
Perceived Service Quality ◽  
Youth Centers

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

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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