SuperShip: Journey of a Successful Entrepreneur

SuperShip Vietnam, a Joint Stock Company, founded in 2015, specializes in freight forwarding and express delivery services for e-commerce transactions in Vietnam. In 4 years, it has come a long way from a start-up with only five members and VNĐ 40 million (~US$1,800) as the capital. Difficulties and challenges faced by the firm were incredibly huge. Nevertheless, with slow but steady growth, the company utilized the quality of services as the foundation to build customer satisfaction and loyalty rather than taking the route of price-based competition. SuperShip has grown steadily to become a prestigious and well-established enterprise in the fast-moving freight forwarding market. SuperShip is not yet satisfied with its multiple accomplishments as there are still many peaks to conquer to achieve the company’s vision. The case highlights as to how through participation in union-association and volunteering activities; implementing small business plans to earn extra money during college days can help in developing leadership, negotiation and interpersonal skills and hone the entrepreneurship trait. Dilemma For steady growth, should the company utilize the quality of services as the foundation to build customer satisfaction and loyalty or take the route of price-based competition. Theory: Sustainability of a business in goods delivery sector Type of the case: Experience-based applied single case study Protagonist: The owner of the firm Options Copy the business model of the two large players in the existing market and offer similar services. Raise the benchmark of customer satisfaction and loyalty by designing and delivering superior quality of service with the help of well trained and empowered employees. Discussions and Case Questions For a training firm is it better to focus on a single service and performing it with excellence than offering many courses. How did SuperShip created its point of difference? How the firm can grow further while raising funds at a low cost? What is the next level of quality of service that the firm should target?

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THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

Journal of Technology and Operations Management ◽

10.32890/jtom2018.13.2.7 ◽

2018 ◽

Vol 13 (Number 2) ◽

pp. 67-77

Author(s):

Anis Syamimi Abd Rahim ◽

Mohd Norhasni Mohd Asaad

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Descriptive Statistics ◽

Iso 9001 ◽

Quality Of Services ◽

Research Questions ◽

Spss Software ◽

The Relationship ◽

Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE

E-Jurnal Ekonomi dan Bisnis Universitas Udayana ◽

10.24843/eeb.2017.v06.i11.p05 ◽

2017 ◽

pp. 3857

Author(s):

Artur Avila de Jesus Boavida

Keyword(s):

Quality Of Service ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Quality Of Services ◽

Sample Collection ◽

A Value ◽

Timor Leste ◽

Financial Transactions ◽

Customer Satisfaction And Loyalty

The purpose of this research to explain the influence of the quality of service for customer satisfaction and loyalty .Of respondents used as many as 120 with the sample collection technique using a purposive the sampling method and criteria for 1 years to customers .Linear regression analysis of data using techniques and was presented with the application of double spss .Test the validity of an instrument of free and variable variable bound having a correlation coefficient with a value above 0.30 positive .The results of konformatori variable quality of services , satisfaction and loyalty of customers have known that all indicators of loading up 0.60 factor Based on the results of the coefficients determinan 45.48 % capable of being explained this model and the rest 54.51 influenced by other factors .The results of the testing of hypotheses service quality influential significantly to satisfaction .The quality of service influential significantly to customer loyalty and satisfaction influential significantly to customer loyalty . Based on the discussion of the results of research and the need of advice given to improvements in the dimensions of quality of services especially physical evidence that is the facility as a means to do financial transaction as well as the dimensions of resources in the delivery of tangap clear information to meet the expectations so that customers remain loyal in using the product and is still conducting financial transactions.

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Evaluation of quality of service: real case in the hotel fitness center

Revista Brasileira de Pesquisa em Turismo ◽

10.7784/rbtur.v12i1.1360 ◽

2018 ◽

Vol 12 (1) ◽

pp. 1-27 ◽

Cited By ~ 1

Author(s):

Natália de Almeida Ferraz ◽

Fagner José Coutinho de Melo ◽

Taciana de Barros Jerônimo ◽

André Philippi Gonzaga de Albuquerque ◽

Denise Dumke de Medeiros

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Sector ◽

Quality Of Services ◽

Hotel Management ◽

Fitness Center ◽

Customer Expectations ◽

Hotel Service ◽

New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

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Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

Jurnal Maksipreneur Manajemen Koperasi dan Entrepreneurship ◽

10.30588/jmp.v5i1.143 ◽

2015 ◽

Vol 5 (1) ◽

pp. 24

Author(s):

Eny Sulistyowati ◽

Sobirin Maliyan

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Strong Influence ◽

Tourism Industry ◽

Quality Of Services ◽

Tourist Attraction ◽

Business World ◽

Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

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MODEL PELATIHAN SISWA PUTUS SEKOLAH STUDI KASUS PADA BALAI LATIHAN KERJA PROPINSI BENGKULU

Managament Insight: Jurnal Ilmiah Manajemen ◽

10.33369/insight.12.2.40-50 ◽

2019 ◽

Vol 12 (2) ◽

pp. 40-50

Author(s):

Syaiful Anwar AB

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Swot Analysis ◽

Positive Impact ◽

Observation Data ◽

Good Service ◽

Learning Space ◽

Customer Satisfaction And Loyalty

The purpose of this research is to test the influence of the quality of service to the satisfaction of the training participants at Balai Latikan Kerja (BLK) in Bengkulu Province. The method used in this research is survey with interview approach to get observation data directly. The results of this study indicate that the role of instructors (HR) and methods greatly affect the success of trainees in the future. The positive impact of good service will increase customer satisfaction and loyalty as well as the desire to re-buy, which will increase the income received from the products sold. In order to compete, survive, and grow, the organization is required to be able to meet the needs and desires of customers by providing the best service and quality. Based on the strengths, weaknesses, opportunities and threats that may occur, then the biggest weakness is the quality of instructors and learning space into the greatest weakness.Keywords: service quality, satisfaction , SWOT analysis.

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Kualitas Jasa, Harga dan Pengaruhnya Terhadap Kepuasan Pelanggan

Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum ◽

10.30601/humaniora.v2i1.49 ◽

2019 ◽

Vol 2 (1) ◽

pp. 10-18

Author(s):

Edwar M Nur ◽

Chairul Ichsan

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Service User ◽

Market Potential ◽

Quality Of Services ◽

Service Users ◽

Banda Aceh

This business emerged in response to the demands of people who wanted an efficient form of time-care business. The need for auto repair shops and car salon in one roof has increased. Therefore the market potential of this field of business is very large. The purpose of this study is to determine the effect of service quality and price simultaneously on customer satisfaction of Sehat Workshop in Banda Aceh, to know the effect of service quality partially on customer satisfaction of Sehat Workshop in Banda Aceh and to know the effect of price partially on customer satisfaction Sehat Workshop in Banda Aceh . This research was conducted at Sehat workshop branch of Banda Aceh which is located at P.Nyak Makam Street. No.167. Lambhuk Kota Banda Aceh, while the object of this study is about the quality of service and customer satisfaction using the service of Sehat Workshop Banda Aceh, with the number of respondents as many as 150 people. The results showed that the quality of services and prices together significantly affect the satisfaction of consumers Sehat Workshop in Banda Aceh, then the quality of service products from the Sehat Workshop individually significantly affect the satisfaction of consumers of service users Sehat Workshop Banda Aceh and individually prices given by Sehat Workshop individually have an effect on significantly to customer satisfaction of service user of Sehat Workshop of Banda Aceh.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANCO NACIONAL COMERCIO TIMOR LESTE (BNCTL)

E-Jurnal Ekonomi dan Bisnis Universitas Udayana ◽

10.24843/eeb.2017.v06.i09.p02 ◽

2017 ◽

pp. 3235

Author(s):

Artur Avila De Jesus Boavida

Keyword(s):

Quality Of Service ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Quality Of Services ◽

Sample Collection ◽

A Value ◽

Timor Leste ◽

Financial Transactions ◽

Customer Satisfaction And Loyalty

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A Comparative Study on GSTS Used in Hotels in Pune

ATITHYA A Journal of Hospitality ◽

10.21863/atithya/2015.1.2.016 ◽

2015 ◽

Vol 1 (2) ◽

Author(s):

Priya Ranade ◽

Trupti Chavan

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Comparative Study ◽

Customer Loyalty ◽

Hotel Industry ◽

Management Approach ◽

Guest Satisfaction ◽

Online Feedback ◽

Customer Satisfaction And Loyalty

In order to be successful in the market it is not sufficient to attract new customers, hotels/managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the hotel. Hotels use a variety of techniques to track Guest satisfaction levels. This research tracks down which are the best and the most used techniques adopted by the hotels and explains why GSTS and online feedback serves as the best method out of all the various techniques. It categorically explains various timelines followed transparency level and hierarchy at which such GSTS reports are reviewed. This research also evaluates the use, effect, and convenience of the GSTS on hotels in Pune region. The data is clearly represented in form of pie charts and graphs to understand the findings at a glance.

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Upaya Mengelola Kepuasan Nasabah Melalui Dimensi Kualitas Pelayanan (Studi Kasus Pada Nasabah Bank Tabungan Negara Cabang Pekanbaru)

Jurnal Daya Saing ◽

10.35446/dayasaing.v3i1.78 ◽

2017 ◽

Vol 3 (1) ◽

pp. 31-35

Author(s):

ZULIA KHAIRANI

Keyword(s):

Information Technology ◽

Quality Of Service ◽

Customer Satisfaction ◽

Sampling Technique ◽

Quality Of Services ◽

Level Of Satisfaction ◽

Physical Form ◽

Wide Range ◽

Banking Business

Service quality is very important in the banking business. In addition to offering a wide range of products, improvements in terms of information technology, physical services, and non-physical services intended to improve the quality of service. To measure the level of satisfaction is necessary to know the extent to which the quality of services provided are able to create customer satisfaction. This study aims to analized how much influence the quality of service to customer satisfaction BTN Bank Branch Pekanbaru. After learning literature review, an understanding of the influence of the physical form (tangibles), reliability (reliability), assurance (assurance), responsiveness (responsiveness), and awareness (empathy) with the variables that influence can be seen as a base strategy for development customer satisfaction.The sample in this study was 100 customers of Bank BTN Pekanbaru randomized using a sampling technique accidental sampling.Statistical analysis showed that the tangibles, reliability, responsiveness, and empathy partially and simultaneously positive and significant impact on customer satisfaction Bank BTN Pekanbaru. Keywords: Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance, and Empathy

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PENGARUH KUALITAS LAYANAN, HARGA DAN ATMOSFER TOKO TERHADAP KEPUASAN PELANGGAN TOKO BUKU TOGAMAS GAJAH MADA SIDOARJO

JEM17: Jurnal Ekonomi Manajemen ◽

10.30996/jem17.v1i1.663 ◽

2016 ◽

Vol 1 (1) ◽

Author(s):

Matadji . ◽

Muhammad Demas Nurdiansyah

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Regression Coefficient ◽

Quality Of Services ◽

Positive Coefficient ◽

Positive Effect ◽

Variable Quality ◽

Sampling Approach

The problems of this study were (1) "What is the quality of service, price andatmosphere store partially positive effect on customer satisfaction in the bookstoreTogamas Gajah Mada Sidoarjo? (2) Is the quality of service, price and atmospheresimultaneously store positive effect on customer satisfaction in the bookstore TogamasGajah Mada Sidoarjo? (3) What is the most dominant variable between quality ofservice, price and atmosphere stores affect customer satisfaction bookstore TogamasGajah Mada Sidoarjo? and Goals to be achieved in this research is to demonstrate andanalyze how much the influence of the quality of service, price and atmosphere of theshop to customer satisfaction in the bookstore Togamas Gadjah Mada Sidoarjorespondents and the population in this study is that all customers who are in BookstoreTogamas Gadjah Mada Sidoarjo the sample in this study was 100 respondents using thetechniques of non probality sampling approach accidental sampling is a samplingtechnique based on the chance that anyone who by chance met with investigators can beused as a sample, when viewed people who happened to be found suitable as a datasource , Based on the research results, obtained the following regression equation: Y =2,977+ 0,118 X1 + 0.246 X2 + 0.206 X3 Of the acquisition value equation of multiplelinear regression model all variables showed a positive coefficient value that shows theinfluence of the quality of service, price and atmosphere of the shop to customersatisfaction. The results showed that there was a significant effect alongside the qualityof service, price and atmosphere shop to customer satisfaction and service quality hasnot significantly it is proved by the value of the t test of the quality of services wherebyindigo t statistic is greater than t table (1.712> 1.66071). Then from the significancelevel of 0.090 greater than 0.05 (0.05 <0.090), then Ho Ha rejected or accepted.Keofesien of determination of 0.390, which means that 39.0% variable quality ofservice, price and atmosphere stores affect customer satisfaction, while 61.0% isinfluenced by other variables not studied eg quality products, promotions and otheremotions of others. The results showed that the price is the dominant variable with thevalue of the regression coefficient 0.246 Keywords: Quality of service, price, atmosphere and customer satisfaction shop

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