scholarly journals Gap analysis of the quality of sales service

2011 ◽  
Vol 59 (2) ◽  
pp. 137-142
Author(s):  
Štěpán Kala ◽  
Lucie Vokáčová ◽  
Jan Huml
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Quality Standard ◽  
Sales Personnel ◽  
Gap Measurement ◽  
Standard Quality

The article aims to measure the size of customer gaps as for their perception of sales service standard quality. Gap analysis employed for customer gap measurement is elaborated on the basis of the results obtained from questionnaire enquiry directed on customers and employers of the company sales places that were under examination. Questionnaire enquiry revealed substantial disparity between the perception of standard by employers and customers, especially in terms of sales personnel contact with customer. The research has quantified the size of customer gaps within sales service quality standard categories. In addition, it identifies problem areas detected by means of the carried out analysis as well as it provides suggestions for their solution.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

STUDI PERBANDINGAN KUALITAS AIR BERSIH DALAM KAITANYA DENGAN AKTIVITAS MASYARAKAT DI SEKITAR SUMBER AIR PADA DESA WAINITU, BATUMERAH, AMAHUSU, DAN HALONG

2017 ◽  
Vol 13 (2) ◽  
pp. 111-119
Author(s):  
Lela Uyara ◽  
Pieter Kunu ◽  
Silwanus M Talakua
Keyword(s):  
Water Quality ◽  
Quality Standard ◽  
Total Coliform ◽  
Quality Analysis ◽  
Clean Water ◽  
Water Quality Analysis ◽  
E Coli ◽  
Microbiological Parameters ◽  
Standard Quality

The study aims to determine the quality of clean water in the villages of Wainitu, Batumerah, Amahusu and Halong by comparing the result of water quality analysis with water quality standard. Water quality analysis includes Physiscal, Chemical, and Microbiological parameters. This research uses descriptive method, this method describes systematics, accurate about facts and characteristic of the quality of clean water of each research location. The results showed that the source of clean water in the village of Batumerah did not meet the standard of clean water quality standards indicated by the number of E. coli and the high total coliform.  Keywords: standard quality of clean water, water quality, Wainitu, Batumerah, Amahusu and Halong villages   ABSTRAK Penelitian yang bertujuan untuk menetapkan kualitas air bersih di Desa Wainitu, Batumerah, Amahusu dan Halong, dengan membandingkan hasil analisis kualitas air dengan standar baku mutu air bersih. Analisis kualitas air meliputi parameter fisika, kimia dan mikrobiologi. Penelitian ini menggunakan metode deskriptif; metode ini menggambarkan sicara sistematis, akurat, fakta dan karakteristik mengenai kualitas air bersih di masing-masing lokasi penelitian. Hasil penelitian menunjukkan bahwa sumber air bersih di Desa Batumerah tidak memenuhi standar baku mutu air bersih yang ditunjukkan oleh jumlah E. coli dan total Koliform yang tinggi. Kata Kunci: baku mutu air bersih, Desa Wainitu, Batumerah, Amahusu dan Halong, kualitas air

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals ANALISIS KADAR TIMBAL (Pb) PADA JAJANAN PINGGIRAN JALAN Ir. H. JUANDA KOTA JAMBI

2018 ◽  
Vol 2 (2) ◽  
pp. 40
Author(s):  
Marhadi Marhadi ◽  
Anggrika Riyanti
Keyword(s):  
Air Quality ◽  
Ambient Air ◽  
Quality Standard ◽  
Director General ◽  
Snack Food ◽  
Ambient Air Quality ◽  
Standard Quality ◽  
Standard Set ◽  
Maximum Limit

Lead Content Analysis (Pb) On Snack Road Ir. H. Juanda City Jambi increasingly proliferation of street vendors snack on the street where the activity is quite crowded, allowing snacks that are sold can be contaminated by lead (Pb) coming from motor vehicle fumes. This study aims to determine the content of lead on street snacks and compared with the maximum limit of lead food in snack foods that have been determined by the Director General of POM in the decision of Director General of POM Number HK.00.06.1.52.4011 Year 2009 on the maximum limit of metal contamination in food that is 0,25 ppm. This research is a descriptive research that gives a picture of lead content in snack. The study was conducted on traders selling fried foods at Street H. Juanda Jambi City. Sampling using total sampling technique where for each place of sale taken three kinds of fried foods such as fried bananas, tofu contents and bakwan. Examination of laboratory test of Environment Department (DLH) Province Jambi Year 2017 got big parameter of S02 equal to 19.5 μg/nm3 whereas standard quality standard set PP. 41 of 1999 on the ambient air quality of 900 μg/nm3, for the parameter N02 of 23.0 μg/nm3, while the standard quality standard set PP. 41 of 1999 on ambient air quality of 400 μg/nm3, for lead parameters (Pb) with the result 0.082 μg/nm3, while the standard quality standard established PP. 41 year 1999 About ambient air quality of 2 μg/nm3 and dust parameter with result 80 μg/nm3 while standard quality standard set PP. 41 of 1999 on ambient air quality of 230 μg/nm3. The content of timbale in banana snack food is 0,0850%, for food bakwan is 0.0008% and for food tofu content is 0,1505% so it has not exceed the maximum limit of metal contamination in food which has been determined by Dirjen POM in decision of Dirjen POM Number HK.00.06.1.52.4011 Year 2009 is 0.25 ppm.Keywords : Ambient Air Quality, Lead (Pb), snack food

scholarly journals Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis

2018 ◽  
Vol 3 (1) ◽  
pp. 11
Author(s):  
Gandi Suhartinah ◽  
Hery Hamdi Azwir
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Training Program ◽  
Gap Analysis ◽  
Technical Training ◽  
Actual Performance ◽  
Training Service ◽  
Priority Factor ◽  
Training Department

<p>Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>

scholarly journals Rural communities' perception of and willingness to pay for wastewater and stormwater management infrastructure in Bihar, India

2020 ◽  
Vol 10 (1) ◽  
pp. 36-47
Author(s):  
Mohammad Rashid ◽  
Debapratim Pandit
Keyword(s):  
Rural Communities ◽  
Service Quality ◽  
Willingness To Pay ◽  
Rural Areas ◽  
Stormwater Management ◽  
Gap Analysis ◽  
Service Improvement ◽  
The Relationship ◽  
Economic Considerations

Abstract Management of wastewater and stormwater is required for achieving total sanitation and conservation of fresh water resources. The wastewater and stormwater management (WSM) infrastructure suitable to rural areas is usually determined based on technical, environmental, and economic considerations and local communities' perception of infrastructure is ignored. This study analyses the rural communities' choice and perception of WSM infrastructure and their willingness to pay (WTP) for their improvement and maintenance. The households' choice and perception of different aspects of rural WSM infrastructure are determined using the RIDIT (relative to an identified distribution and transformation) analysis, service quality gap analysis, through establishing the relationship between households' satisfaction with individual aspects and overall quality of WSM, and WTP for the service improvement and maintenance. The study finds that rural people like to dispose of wastewater offsite as a good network of drains is found in the villages. However, several aspects of WSM are perceived as poor and require the attention of the policymakers. The rural households want improvement in several attributes and are willing to pay for the maintenance of improved service. The service quality of individual attributes of WSM infrastructure and socioeconomic characteristics of the households are essential determinants of their WTP.

Measuring Service Quality of Commercial Banks in an Underdeveloped Economy

2014 ◽  
pp. 256-267
Author(s):  
M. P. Bezbaruah ◽  
Basanta Kalita
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Commercial Banks ◽  
Banking Sector ◽  
Quality Standard ◽  
Reform Era ◽  
The Public ◽  
Public Sector Banks ◽  
Private Banks

In the post-reform era, quality delivery of the services has acquired centre point of the service industry around the globe. The banking sector being purely a service-related industry has been influenced more by the issue of providing quality service. With the entry of private banks, the banking sector has gone through many transformations including the way services are extended. In a backward state like Assam, this has arrived a little late, but the changes are gradually visible. The chapter captures the service quality standard of the Scheduled Commercial Banks (SCBs) and also for the different bank groups in order to make a comparison. The SERVPERF scale is used to study the replies of the customers in two cities, Guwahati and Tezpur, and some econometric tools are used to analyse the data. The study reveals that the private sector banks are far ahead of the public sector banks in terms of quality of service. The private banks influence the service quality of the SCBs the most among all the bank groups. Overall, the public sector banks, which are the dominant market players, will have to work hard to catch the level of the private banks.

Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis

2021 ◽  
Vol 12 (3) ◽  
pp. 734-740
Author(s):  
Wan Salmuni Wan Mustaffa Et.al
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Service Industries ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Healthcare Industry

The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.

Creating excellent and competitive motels services

2018 ◽  
Vol 30 (2) ◽  
pp. 836-854 ◽  
Author(s):  
Ching-Chan Cheng ◽  
Cheng-Ta Chen
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Phase Method ◽  
Kano Model ◽  
Two Phase ◽  
Content Type ◽  
Market Competitiveness ◽  
Improvement Strategies ◽  
Willingness To Purchase

Purpose The motel industry in Taiwan is a highly competitive industry, which requires considerable investment and demands innovative services. This paper aims to identify the competitive qualities that urgently require improvement to enhance the service quality of motels using the two-phase method of importance-performance and gap analysis (IPGA) and the Kano model, and develops specific improvement strategies. Design/methodology/approach By questionnaire survey, this study collects 562 valid questionnaires from motels in Taipei City. The IPGA and Kano model are used to identify the service attributes of market competitiveness that urgently require improvement. Findings The results show there are 14 attributes that should be urgently improved, of which four are the attractive qualities of market competitiveness (competitive qualities). This study develops ten improvement strategies, as based on the four competitive qualities, for the reference of the motel industry. Practical implications The results can identify the competitive qualities that require urgent improvement to address the development of improvement strategies for motels. The managers of motels can refer to the ten improvement strategies to create excellent and competitive motel services. Originality/value The results combine “customers’ needs” with “the competitive meanings of quality attributes in the market” under limited resources, to upgrade motel service quality, customers’ willingness to purchase and motel competitiveness.

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