scholarly journals A Study Investigating the Perceived Service Quality Levels of Sport Center Members: A Kano Model Perspective

2018 ◽  
Vol 6 (4) ◽  
pp. 177 ◽  
Author(s):  
Kadir Yıldız ◽  
Ercan Polat ◽  
Pınar Güzel
Keyword(s):  
Service Quality ◽  
Pearson Correlation ◽  
T Test ◽  
Survey Method ◽  
Kano Model ◽  
Important Indicator ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Customer Expectations ◽  
High Level

The purpose of this study is to investigate sport center members' perceived service quality levels with a view to Kano customer expectations and requirements model. To that end, a descriptive approach and a correlational research design featuring survey method is adopted. Research group consists of 680 (300 women, 380 men) sport center members who are chosed through multistage sampling (Cluster). “Sport Fitness Centers Perceived Service Quality Scale and Expectation Scale are used as data collection tools. Independent samples t-test, Pearson Correlation analysis and Multiple Linear Regression tests are used to analyzed the data. In the light of the findings, it is seen that all the subdimensions have medium or high level positive significant relationships with the expectation when the subdimensions of the expectation scale and the SFC-PSQS are compared.According to the results of the Independent Samples T-test, the expectation levels of the customers stating that the programme fee is expensive are significantly lower. In conclusion, as the customers’ perception of service quality in the sport center increases, their expectation levels also generally increase significantly. The customers expect that the quality of service they receive to be high and to meet their expectations exceedingly. However, it is also predicted that physical and psychosocial factors affecting the expectation can also affect the perception of service quality at a significant level. Since the service quality and meeting the expectations of the customers is an important indicator to maintain the businesses’ existence, studying with multiple factors attempting to understand the nature of service quality and the customer expectations should be conducted.

scholarly journals [Factors Affecting Motivation on Learning Arabic] Faktor-Faktor yang Mempengaruhi Motivasi terhadap Pembelajaran Bahasa Arab

2015 ◽  
Vol 10 ◽  
pp. 82-97 ◽  
Author(s):  
Abdul Hakim Bin Abdullah ◽  
Ab. Aziz Bin Sulaiman ◽  
Wan Ismail Bin Wan Abdullah
Keyword(s):  
Quantitative Research ◽  
Teaching And Learning ◽  
Pearson Correlation ◽  
Secondary Level ◽  
Good Interest ◽  
Self Awareness ◽  
Validity And Reliability ◽  
Factors Affecting ◽  
And Performance ◽  
High Level

The purpose of this study is identify factors that affect students motivation in  learning Arabic among lower secondary level students at Naim Lilbanat National Religious Secondary School (SMKA), Kota Bharu, Kelantan. To achieve this purpose, four objectives have been outlined; to identify the level of students performance in Arabic, to identify the level of students interest towards Arabic, to identify factors that affect students motivation towards Arabic and to evaluate the relationship between motivation and students performance in Arabic. This quantitative research used questionnaires for collecting data. 93 students at lower secondary level at SMKA Naim Lilbanat were selected by simple random technique as the sample that represent 40% of the research population. A pilot study was conducted to ensure the quality of feasibility, validity and reliability of the instrument. The validity of items was obtained by referring to 10 experts of the subject matter. Coefficient of reliability value was obtained at a high level that is 0.86 through Cronbach Alpha test using SPSS version 19. The study found that 88 (94.6%) respondents have a good performance in Arabic and 78 (83.9%) respondents have a good interest towards Arabic. According to this study, five factors that affect students motivation in descending order are: attitude toward Arabic as they consider it as important, Arabic environment, attitude toward Arabic as they consider it as easy to learn and understand, self-awareness and the effectiveness of teaching and learning in the classroom. The Pearson correlation test showed that there is a positive significant relationship at a moderate level between level of interest and performance of Arabic among lower secondary level students at SMKA Naim Lilbanat.   Kajian ini bertujuan untuk mengenal pasti faktor-faktor yang membentuk motivasi terhadap pembelajaran bahasa Arab dalam kalangan pelajar peringkat menengah rendah di Sekolah Menengah Kebangsaan Agama (SMKA) Naim Lilbanat, Kota Bharu, Kelantan. Bagi mencapai tujuan tersebut, empat objektif telah digariskan iaitu mengenal pasti tahap pencapaian pelajar bagi mata pelajaran Bahasa Arab, mengenal pasti tahap minat pelajar terhadap mata pelajaran Bahasa Arab, mengenal pasti faktor-faktor yang mempengaruhi motivasi pelajar terhadap mata pelajaran Bahasa Arab dan menguji hubungan tahap motivasi pelajar dengan pencapaian Bahasa Arab. Kajian ini berbentuk kuantitatif dan menggunakan soal selidik sebagai alat pengumpulan data. Seramai 93 orang pelajar peringkat menengah rendah di SMKA Naim Lilbanat telah dipilih secara rawak mudah sebagai sampel yang merupakan 40% daripada jumlah populasi kajian. Satu kajian rintis telah dijalankan bagi menjamin kualiti kebolehlaksanaan, kesahan dan kebolehpercayaan instrumen. Kesahan instrumen diperoleh secara merujuk kepada 10 orang pakar bidang. Nilai keefisienan kebolehpercayaan item diperoleh pada tahap tinggi iaitu 0.86 daripada ujian Alpha Cronbach menggunakan perisian SPSS versi 19. Kajian ini mendapati 88 orang (94.6%) responden mempunyai pencapaian yang baik dalam mata pelajaran Bahasa Arab. Kajian ini juga mendapati 78 orang (83.9%) responden mempunyai tahap minat yang baik terhadap mata pelajaran Bahasa Arab. Lima faktor yang paling mempengaruhi motivasi pelajar secara turutan menurun ialah: sikap terhadap mata pelajaran Bahasa Arab yang dianggap penting, persekitaran bahasa Arab, sikap terhadap mata pelajaran Bahasa Arab yang dianggap mudah dipelajari dan difahami, kesedaran diri dan keberkesanan pengajaran dan pembelajaran dalam bilik darjah. Ujian korelasi Pearson memperlihatkan wujud hubungan positif yang signifikan pada kadar sederhana antara tahap motivasi dan pencapaian Bahasa Arab dalam kalangan pelajar peringkat menengah rendah di SMKA Naim Lilbanat.

scholarly journals The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

Factors Affecting International Tourists’ Perceived Service Quality and Return Intention—A Study in Ho Chi Minh City, Vietnam

2016 ◽  
Vol 8 (3) ◽  
pp. 133
Author(s):  
Mai Ngoc Khuong ◽  
Nguyen Phuong Quyen
Keyword(s):  
Service Quality ◽  
Destination Image ◽  
Ho Chi Minh City ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Culture History ◽  
Perceived Price ◽  
Negative Effect ◽  
Return Intention

<p>This research aimed to measure key factors affecting international tourists’ perceived service quality and their return intention towards Ho Chi Minh City, Vietnam. A quantitative method was used with structured questionnaire directly delivered to 1,673 tourists who had already visited or stayed in the city for more than three days. The empirical results of this study showed that recreation and entertainment had the strongest effect; other factors such as perceived service quality, culture, history and art, safety and security, local cuisine, negative attributes, perceived price, natural environment, and destination image also had positive effects on international tourists’ return intention. Conversely, infrastructure provided negative effect on tourists’ return intention.</p>

Identification of Service Quality Dimensions among International Postgraduate Students

2013 ◽  
Vol 64 (3) ◽  
Author(s):  
Amir Parnian ◽  
Narges Hosseini ◽  
Wong Shwu Fen
Keyword(s):  
Factor Analysis ◽  
Pilot Study ◽  
Service Quality ◽  
T Test ◽  
Level Of Service ◽  
Postgraduate Students ◽  
Perceived Service Quality ◽  
Four Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This article represents the differences between expectations and perceptions of service quality among international postgraduate students in UTM by calculating the gap scores in SERVQUAL scale. In addition, this article indicates the service quality dimensions which are evident among these students by using all calculated gap scores in factor analysis. Also, one sample t-test was conducted to find the level of service quality from the perspective of the participants. This study used a modified service quality (SERVQUAL) instrument which was validated by a pilot study and distributed to 353 of international postgraduate students in UTM who were selected by stratified sampling to reach to its results. The results demonstrate the negative gap scores among all 22 items of SERVQUAL scale and it shows that the students’ expectations of service quality are more than their perceived service quality in this university. Additionally, four dimensions, namely tangible, consistency, assurance and compassion, were identified in the SERVQUAL scale. Finally, the low level of service quality is demonstrated from the perspective of international postgraduate students in UTM.

The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors

2016 ◽  
Vol 18 (4) ◽  
pp. 415-428 ◽  
Author(s):  
İlke Başarangil
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
Behavioral Intentions ◽  
Theme Park ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Model Study ◽  
Study Results ◽  
The One ◽  
Experiential Quality

Theme parks have many contributions to their destination, local and regional economies, tourism, etc. If they meet the changing demands of theme park visitors, more satisfied and revisiting visitors are acquired. This study attempted to determine the dimensions that influence theme park visitors’ perceived service quality, satisfaction and behavioral intentions. In this context, this study aims to analyze the dimensions of servicescape and experiential quality and determine the influence of these dimensions on visitors’ service quality perception, satisfaction and behavioral intentions. The data of this study were collected through a questionnaire applied to 301 visitors of a theme park operating in the city of Istanbul. Descriptive statistics and the factor analysis were used for analyzing the data obtained, and path analysis was utilized for testing of the theoretical model. Study results revealed that “communicative staging” was the variable which best represented the dimension of servicescape, while “surprise” was the variable which best represented the dimension of Experiential Quality. There is also a significant relationship between the dimensions of “servicescape” and “experiential quality”, on the one hand, and “perceived service quality”, on the other. Finally, a significant relationship was found among “perceived service quality”, “satisfaction” and “behavioral intentions”. In general, this study contributes to the managers of the tourism and leisure industries.

scholarly journals Measuring the satisfaction of employees based on the service quality of (ATM) Automated Teller Machine of the directorate of education in Thi Qar province: قياس رضا الموظفين بناء على جودة الخدمة لماكينة الصرف الآلي (ATM) لمديرية التربية والتعليم في محافظة ذي قار-العراق

2020 ◽  
Vol 4 (4) ◽  
Author(s):  
Mohammed Jaber Farhan
Keyword(s):  
Service Quality ◽  
Employee Satisfaction ◽  
Pearson Correlation ◽  
Ease Of Use ◽  
Survey Method ◽  
Quality Factors ◽  
Explanatory Variables ◽  
Security Issues ◽  
Automated Teller Machine

The internet and networks have broadened the electronic financial business specifically the transaction of money. The novel banking industry in Iraq countering many obstacles especially security issues. The aggressive competition among the banks to attracting more customers resulting that the quality of the services became the cornerstone. The private banks try to improve the services for the customer by using Automated Teller Machine (ATM). The purpose of this study is describing the explanatory variables for service quality in the research model and examine the effect of service quality variables on employee satisfaction. Two hypotheses were formed to verify if their effect on service quality or not. using Quantitative approach with survey method to quantifies the responses collected via questionnaire. The questionnaires distributed to employees working in the directorate of education are350 just 302was returned and after the examination only 210 questionnaire was valid. Descriptive statistics, Pearson-correlation and multiple linear regression techniques in SPSS were used to analyze quantitative data collected from the questionnaire. the findings are medium agree of ease of use ATM, moderate disagree for accessibility and moderate disagree of security. Regression model finds the service quality factors affect employee satisfaction and as result H1 hypothesis accepted. finally, Pearson-correlation showed a positive relationship to all independent variable on employee's satisfaction and mentioned the highest positive correlation was the ease of use variable.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPERCAYAAN DAN LOYALITAS DONATUR DOMPET DHUAFA RIAU

2020 ◽  
Vol 31 (1) ◽  
pp. 70
Author(s):  
Andrika Saputra ◽  
Alvi Furwanti Alwie ◽  
Any Widayatsari
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Likert Scale ◽  
T Test ◽  
Quantitative Approach ◽  
Survey Method ◽  
Statistical Techniques ◽  
Level Of Significance ◽  
Variable Measurement

This study aims to analyze the effect of promotion and service quality on the trust and loyalty of donors to perform Zakat, Infaq, and Alms in Dompet Dhuafa Riau. This research uses a quantitative approach with a survey method of 312 donors of Dompet Dhuafa Riau. The variable measurement uses a Likert scale with weights from 1 to 5. To analyze the effect of variables X1, X2 on Z through Y using statistical techniques path analysis. To test the level of significance using the t-test. This study found promotion had a positive and significant effect on loyalty, service quality had a positive and significant effect on loyalty, the trust had a positive and significant effect on loyalty, the promotion had an effect on loyalty through trust, and service quality had an effect on loyalty through trust.

scholarly journals GENDER, RACES AND THEIR RELATIONSHIP WITH NEEDS MOTIVATION IN ACADEMIC PERFORMANCE

2021 ◽  
Vol 3 (9) ◽  
Author(s):  
Ting Tiang Hii ◽  
Shahlan Surat
Keyword(s):  
Academic Performance ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
T Test ◽  
Survey Method ◽  
School Students ◽  
Test Analysis ◽  
Gender And Race ◽  
Significant Difference ◽  
Motivation Score

The study is aimed to identify the relationship between gender and race with needs motivation in academic performance for secondary school students. A survey method through questionnaire was used to collect motivation score and demographic of samples. A total of 400 form 3 students from five different secondary schools in Skudai, Johor were selected as respondents using a stratified random sampling technique. The David McClelland Motives questionnaire was used as a research instrument, in which it covers three main domains of motivation, namely needs of achievement, needs of affiliation, and needs of power. Inferential T-test and Pearson correlation were used to test the hypotheses. The T-test analysis stated that there was no significant difference between gender and race with motivation scores. Pearson correlation analysis showed that there was a weak significant positive relationship between motivation score and student's academic performance mean score. In a conclusion, need motivation has an influence on students’ academic performance. Teachers should assimilate a variety of teaching styles and encourage students from time to time to motivate them to strive for excellence.

scholarly journals Customer Satisfaction towards Online Shopping in Kathmandu Valley

Patan Pragya ◽  
2020 ◽  
Vol 7 (1) ◽  
pp. 135-145
Author(s):  
Ballav Niroula ◽  
Achyut Gyanwali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Positive Impact ◽  
Ease Of Use ◽  
Kathmandu Valley ◽  
Perceived Ease Of Use ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Goods And Services

Online consumer’s buying behavior consists of buying process of products and services through internet. Internet shopping is the process of buying goods and services from merchants who sell on the online. Online shopping allows buyers to buy sooner, more choices and can order products and services with comparative reasonable price. This study examines the factors affecting customer satisfaction towards online shopping in Kathmandu valley. The customer satisfaction is the dependent variable. Perceived service quality, perceived ease of use, perceived security and online payment process are the independent variables. The study is based on 408 respondents from the online shopping buyers of Kathmandu valley. Convenience sampling method was followed to select the respondents. To achieve the purpose of the study, structured questionnaire is prepared. Descriptive and explanatory research designs have been used. Correlation and regression analysis have been used to make analysis and draw the conclusion. The regression models are estimated to test the significance and importance of selected factors on customer satisfaction towards online shopping in Kathmandu valley. The result shows that there is positive relationship of perceived service quality and perceived ease of use with customer satisfaction. It is also found that online shopping has positive impact on customer’s satisfaction in Kathmandu valley. The findings of this study will be fruitful to researchers, policymakers, businesspeople and Government for academically as well as policy perspectives.

scholarly journals Customers’ Perception about the Determinants of Service Quality of Foreign and Domestic Banks: An Empirical Study on Bangladesh

1970 ◽  
Vol 6 (1) ◽  
pp. 1-14 ◽  
Author(s):  
Abu Baker Siddique ◽  
Khondoker Sazzadul Karim ◽  
Md Lutfor Rahman
Keyword(s):  
Service Quality ◽  
Banking Industry ◽  
The Other ◽  
Foreign Banks ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Private Banks ◽  
Domestic Banks ◽  
Significant Factors

This paper investigates the determinants of perceived service quality among the customers of domestic and foreign banks in Dhaka, Bangladesh using a modified version of SERVQUAL model. It finds that in general the foreign banks provided marginally better measures in most of the dimensions than did the domestic banks. For domestic private banks reliability, communication, credibility, security, and tangibility are found to be significantly affecting the service quality. On the other hand, for foreign banks, reliability, credibility, and tangibility are the only significant factors affecting their service quality.Keywords: Determinants of Service quality; Banking industry; Bangladesh; SERVQUAL Model.DOI: http://dx.doi.org/10.3329/jbt.v6i1.9991  Journal of Technology (Dhaka) Vol. 6(1), January-June, 2011 1-14

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