Research: A Factor Analysis of Internal Service Constructs in the Lodging Industry: The Employee Factors

1997 ◽  
Vol 21 (1) ◽  
pp. 193-210 ◽  
Author(s):  
Daniel J. Mount
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Lodging Industry ◽  
Extended Model ◽  
Quality Service ◽  
Research Subjects ◽  
High Quality ◽  
Internal Factors ◽  
Analysis Study ◽  
High Quality Service

Parasuraman, Zeithaml and Berry's Extended Model of Service Quality has received a great deal of attention in various disciplines. Nearly all the work on this model has addressed either the dimensionality of the consumer service perceptions or the way in which the model measures quality. Only one work has been identified that addressed the internal components of their model. It is critical that organizations understand the internal factors that affect the delivery of a high quality service experience. This research subjects the internal constructs identified by Parasuraman, Zeithaml and Berry to a factor analysis study in the lodging industry. This research found that the employee factors did not function as proposed. New factors are identified based on exploratory factor analysis anda comparison of the two models is presented.

scholarly journals Measuring service quality at Wan Hai Lines outbound services

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Duong Ngoc Ha
Keyword(s):  
Service Quality ◽  
Transit Time ◽  
Three Dimension ◽  
Quality Service ◽  
High Quality ◽  
Dimension Analysis ◽  
Full Picture ◽  
Improve Service Quality ◽  
High Quality Service

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase the competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. The outcome is the service quality of Wan Hai Lines outbound services can be identified by three dimension Empathy and Responsiveness, Assurance, and Reliability. It would help the management to have a clear and full picture about the current service quality, and to have the ways to improve service quality following the recommendations.

scholarly journals HUBUNGAN DIMENSI KUALITAS PELAYANAN PETUGAS ADMINISTRASI PENGELOLA BPJS KESEHATAN DENGAN KEPUASAN PASIEN RAWAT JALAN DI POLIKLINIK RSUD DR. RASIDIN PADANG

2020 ◽  
Vol 6 (1) ◽  
pp. 23-31
Author(s):  
Nilam Devina ◽  
Febrian Febrian ◽  
Murniwati Murniwati
Keyword(s):  
Service Quality ◽  
General Hospital ◽  
Medical Service ◽  
Public Awareness ◽  
Quality Service ◽  
High Quality ◽  
Five Dimensions ◽  
Patients Satisfaction ◽  
Patient Service ◽  
High Quality Service

Administration service of BPJS Kesehatan is  the start of whole service of medical service received by every patient. Service quality can be reflected by patients satisfaction after receiving service given by administration officer. Service quality on patients satisfaction is classified into five dimensions of competency, responsiveness, guarantee, emphaty and physical appearance. Dr. Rasyidin General Hospital is a hospital collaborating with BPJS Kesehatan that expected to give a good quality service on medical and non-medical aspects. Increasing public awareness and criticism demand a high quality service to gain the patients satisfaction

scholarly journals Pengaruh Kualitas Layanan dan Nilai Pelanggan Terhadap Loyalitas Penumpang Garuda Indonesia di Bandar Udara Radin Inten II Lampung

2019 ◽  
Vol 31 (2) ◽  
pp. 93-104
Author(s):  
Sitti Subekti
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Likert Scale ◽  
Primary Data ◽  
Quality Service ◽  
High Quality ◽  
Positive Effect ◽  
High Quality Service

AbstrakKualitas layanan, nilai pelanggan, dan loyalitas penumpang menjadi hal penting bagi maskapai penerbangan untuk bertahan dalam persaingan bisnis. Penelitian ini dilakukan untuk menganalisis kontribusi kualitas pelayanan terhadap loyalitas penumpang Garuda Indonesia, kontribusi nilai pelanggan terhadap loyalitas penumpang Garuda Indonesia, dan kontribusi kualitas pelayanan dan nilai pelanggan secara bersama-sama (simultan) terhadap loyalitas penumpang Garuda Indonesia di Bandar Udara Radin Inten II Lampung. Sampel penelitian yang digunakan berjumlah 103 responden. Data primer dikumpulkan dengan kuesioner berskala Likert 5 (lima). Analisis jalur (path analysis) digunakan untuk mengolah data penelitian dengan bantuan program SPSS versi 23. Hasil penelitian ini menunjukkan bahwa kualitas layanan berkontribusi signifikan positif terhadap loyalitas penumpang, nilai pelanggan berpengaruh signifikan positif terhadap loyalitas penumpang, dan kualitas layanan dan nilai pelanggan secara bersama-sama (simultan) berpengaruh signifikan terhadap loyalitas penumpang. Hal ini berarti bahwa kualitas pelayanan dan nilai pelanggan yang tinggi akan meningkatkan loyalitas penumpang Garuda Indonesia di Bandar Udara Radin Inten II Lampung.Kata kunci : Kualitas pelayanan, loyalitas penumpang, nilai pelanggan.  AbstractThe Effect of Service Quality and Customer’s Value on Garuda Indonesia Passenger Loyalty at Radin Inten II Airport in Lampung: The service quality, customer’s value, and passenger’s loyalty are important for airlines in order to survive in the business competition. This study was conducted to analyze the contribution of service quality toward the passenger’s loyalty of Garuda Indonesia, the contribution of customer’s value toward the passenger’s loyalty of Garuda Indonesia, and the contribution of both service quality and customer’s value (simultaneously) toward the passenger’s loyalty of Garuda Indonesia at Radin Inten II Airport in Lampung. The research sample used was 103 respondents. Primary data were collected using 5  Likert scale questionnaire. Path analysis was used to analyze the data and it was done using SPSS version 23. The results of this study indicated that the service quality significantly contributed to the passenger’s loyalty, customer value had a positive effect on passenger’s loyalty, and both service quality and customer’s value simultaneously affected the passenger’s loyalty. It meant that high quality service and customer’s value would increase the passenger’s loyalty of Garuda Indonesia at Radin Inten II Airport in Lampung.Keywords: Service quality, passangers loyality, customer value.

scholarly journals The role of leasing in entrepreneurship

2020 ◽  
Vol 1 (1) ◽  
pp. 49-54
Author(s):  
Parviz Gurbanov ◽  
Keyword(s):  
Specific Form ◽  
Industrial Complex ◽  
Quality Service ◽  
High Quality ◽  
State Budget ◽  
Business Sectors ◽  
High Quality Service ◽  
Small And Medium Business

The role of small and medium business in solution of economic and social problems is undeniable. The relevance of usage of the leasing operations in small and medium business sectors has increased at the ending of previous century. Leasing financing even provides to remove some limitations based on features of small business. In this article leasing has been mentioned as a specific form of entrepreneurship. The cases such as targeted discount loans from state budget and long term rental of production tools were also noted. It was also pointed out that the usage of leasing in agro industrial complex (AIC) allows to provide high quality service and get new, modern and expensive technology.

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

French-Language Health Care Services in Ontario

1994 ◽  
Vol 7 (2) ◽  
pp. 5-11 ◽  
Author(s):  
Francine C.M. Deroche
Keyword(s):  
Health Care ◽  
Human Resources ◽  
Health Care Services ◽  
French Language ◽  
The Political ◽  
Quality Service ◽  
High Quality ◽  
Language Services ◽  
Care Services ◽  
High Quality Service

The French Language Services Act, 1986 has had an impact on the provision of health care services in Ontario. The Ontario Ministry of Health's implementation of French-language services is examined in light of three criteria: permanency, quality and accessibility of services. Issues are raised around the measurement and creation of demand for services; the health human resources shortage; health care priorities; what constitutes a high quality service; and the influence of the political and economic climates. The continuing challenge is to provide permanent and accessible high quality French-language health care services within an ailing health care system.

Features of the promotional activities of tourism enterprises of the Nizhny Novgorod region

Servis plus ◽  
2015 ◽  
Vol 9 (3) ◽  
pp. 21-26 ◽  
Author(s):  
Наталья Баранова ◽  
Natalya Baranova ◽  
Людмила Мезина ◽  
Ludmila Mezina ◽  
Татьяна Зыкова ◽  
...  
Keyword(s):  
Quality Service ◽  
Present Stage ◽  
High Quality ◽  
Advertising Industry ◽  
Different Types ◽  
The Media ◽  
Tourism Enterprises ◽  
High Quality Service ◽  
Very High ◽  
Nizhny Novgorod Region

The article examines the questions of the promotional activities of tourist enterprises in Russia. The authors proceed from the fact that as a result of massive bankruptcies of well-known tour operators and complication of the general economic situation in the country, many tourist companies lose their customers. The situation in the tourist market adversely affected the trust of customers, and now to win it is even more difficult. Under these conditions, the task of maintaining existing consumers and attracting new ones of tourism enterprises is becoming urgent more than ever. According to the authors, the main way to solve this problem is an advertisement. The article reveals peculiarities of the use of different types of advertising of big and small tourism enterprises. The methodological basis of the paper is the results of promotional activities research of tourism enterprises in Nizhny Novgorod. Competition in the sphere of tourism, including the Nizhny Novgorod market is very high. The study shows that small tourist enterprises do not have sufficient financial means to invest in advertising in the media; their best advertisement is the established relationships with customers and high quality service. At the same time major tourist enterprises that have greater financial possibilities for their promotion, use the most common means of advertising, paying little attention to the new forms and trends in the advertising industry. The results allow the authors to identify ways to promote the services of tourist enterprises at the present stage, especially in the Internet.

scholarly journals A New Wireless VoIP Signaling Device Supporting SIP and H.323 Protocols

2014 ◽  
Vol 2014 ◽  
pp. 1-7
Author(s):  
Salma Rattal ◽  
Abdelmajid Badri ◽  
Mohammed Moughit
Keyword(s):  
Wireless Networks ◽  
Wireless Network ◽  
Ieee 802.11 ◽  
Packet Loss ◽  
Quality Service ◽  
High Quality ◽  
Transmission Rates ◽  
Great Demand ◽  
End To End Delay ◽  
High Quality Service

Nowadays, VoIP is a technology with a great demand and wireless networks are increasingly deployed. Each of these has its own technology constraints. For VoIP, it is very important to take into consideration the need to provide a high quality service according to well-defined standard transmission (jitter, end-to-end delay, MOS, and packet loss). However, wireless networks (IEEE 802.11) are based on radio which undergoes a number of technical constraints to achieve theoretical transmission rates; among these constraints the number of users of the networks, the distance between the client and the access, and the amount of data transmitted point are included. In this term, a study is made by simulating wireless network in OPNET Modeler with a fairly large number of VoIPs (15 users) whose signaling is handled via a new node that was created specifically to manage the signaling tasks under SIP and H.323 in order to minimize the number of nodes in the network and avoid the congestion. In this paper, two scenarios are compared; the first contains a number of VoIP users with SIP and H.323 signaling handled by the new created device; the second scenario is similar to the first except that the distance between the stations is remarkably lower.

Sign in / Sign up

Export Citation Format

Share Document