scholarly journals Exploring the Service Quality determinants of Solar Product Dealers

2019 ◽  
Vol 15 (1-2) ◽  
pp. 27-38 ◽  
Author(s):  
Vikas Kumar ◽  
Bikramjit Singh Hundal ◽  
Komalpreet Kaur
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Rural Areas ◽  
Gap Analysis ◽  
T Test ◽  
Primary Data ◽  
Paired Sample ◽  
Significant Difference ◽  
Perceptions And Expectations

The present study explored the determinants affecting service quality of solar product dealers. The study is based on primary data, collected from a total of 345 solar pump users from different villages and rural areas of Punjab. Exploratory factor analysis, confirmatory factor analysis, and paired sample t-test have been used to examine the data. Furthermore, the SERVQUAL scale has been used to measure the service quality of solar product dealers. Paired sample t-test was used to measure the users’ expectation and perception gap between service quality dimensions. The results validated that five factors namely reliability, responsiveness, assurance, empathy, and tangibility influence service quality of solar product dealers and there is no significant difference between perceptions and expectations of solar product users except for the responsiveness dimension. As far as gap analysis is concerned, the dimension ‘responsiveness’ was responsible for the highest gap score. So, perceptions of solar product users are not fully being met with their expectations.

scholarly journals ANALISIS PERBANDINGAN KEPUASAN KONSUMEN ATAS PELAYANAN MINIMARKET INDOMARET DAN ALFAMART DI WILAYAH DUKUHWALUH (A VOMPARATIVE ANALYSIS OF COSTUMER STATIFACTION ON THE SERVICE OF INDOMARET AND ALFAMART MINIMARKET IN DUKUHWALUH)

Media Ekonomi ◽  
2014 ◽  
Vol 14 (2) ◽  
pp. 64
Author(s):  
Umiyati Umiyati ◽  
Suyoto Suyoto
Keyword(s):  
Service Quality ◽  
Descriptive Analysis ◽  
T Test ◽  
Primary Data ◽  
Significant Difference ◽  
Test Result

The aimost this research were: 1) to find out whether there was any difference on consumers stratification of indomaret and alfamart m,inimarket in Dukuhwaluh area. 2) to find out the differing factor on consumers stratification of indomaret and alfamart minimarket in Dukuhwalu area. This research used primary data gained from questionnaire. The data was analyzed by compare means independent t test, descriptive analysis with SPSS program. The result of the research showed that the service quality of indomaret and alfamart minimarket was supposed to be good by most of their consumers. There was a significant difference in the comparison between indomaret and alfamart minimarket based on dimension of reliability, responsiveness, assurance, emphaty and tangible as well as the overall quality. Based on the t test result of indomaret and alfamart, responsiveness dimension was regarded as the responsiveness dimension was not suitable as expected eiyher by the consumers of alfamart or the consumers indomaret. It indicated that it needs the betterment of service quality, specially in responsiveness dimension. Keyword :consumers stratification, reliability, responsiveness, assurance, emphaty and tangible.

scholarly journals ANALISIS PERSEPSI BMT PENGGUNA TERHADAP KUALITAS JASA PELAYANAN PPOB ABSINDO

2016 ◽  
Vol 3 (2) ◽  
Author(s):  
Azfa Mutiara Ahmad Pabulo
Keyword(s):  
Service Quality ◽  
Hypothesis Testing ◽  
Gap Analysis ◽  
Perceived Quality ◽  
T Test ◽  
Quality Of Services ◽  
Paired Sample ◽  
Research Instrument ◽  
Cartesian Diagram

The purpose of this research is to study the differences in expectations of service quality in the use of BMT PPOB ABSINDO by users in Yogyakarta . The research instrument is a questionnaire to the user BMT PPOB ABSINDO which includes the dimensions of service quality in general (servqual / service quality) is a system PPOB ABSINDO Payment Point to conduct payment transactions of electricity , telephon , pulses and flight tickets and train tickets in BMT users . The sample was 30 users PPOB ABSINDO BMT in Yogyakarta . Hypothesis testing is done by using gap analysis , paired sample t test , t test , and Cartesian diagram . The results of the analysis of the study found a negative gap between expectations and the reality of the quality of services PPOB ABSINDO system. The differences between expectation and reality of the quality of services that include the dimensions of service quality in general about PPOB ABSINDO described in 22 (twenty two ) perceived quality services aimed at users of PPOB ABSINDO BMT. Keywords : Quality of services , PPOB ABSINDO , Cartesian diagram

The Effects of Exercise Commitment Facilitated by Service Quality of Smartphone Exercise Applications on Continued Exercise Intention

2019 ◽  
Vol 118 (1) ◽  
pp. 14-19
Author(s):  
Boo-Gil Seok ◽  
Hyun-Suk Park
Keyword(s):  
College Students ◽  
Factor Analysis ◽  
Regression Analysis ◽  
Statistical Analysis ◽  
Correlation Analysis ◽  
Service Quality ◽  
Frequency Analysis ◽  
Primary Data ◽  
Exercise Intention

Background/Objectives: The purpose of this study is to examine the effects of exercise commitment facilitated by service quality of smartphone exercise Apps on continued exercise intention and provide primary data for developing and/or improving smartphone exercise Apps. Methods/Statistical analysis: A questionnaire survey was conducted amongst college students who have experiences in using exercise App(s) and regularly exercise. The questionnaire is composed of four parts asking about service quality, exercise commitment, continued exercise intention, which were measured with a 5-point Likert Scale, and demographics. Frequency analysis, factor analysis, correlation analysis, and regression analysis were carried out to analyze the obtained data with PASW 18.0.

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 PENGARUH KUALITAS PELAYANAN TERHADAP MINAT BELI PADA MASA PANDEMIK COVID-19 DI KANTIN YUANK KOTA BIMA

2021 ◽  
Vol 3 (2) ◽  
pp. 204
Author(s):  
Winda Winda ◽  
Firmansyah Kusumayadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Purchase Intention ◽  
Quantitative Methods ◽  
T Test ◽  
Primary Data ◽  
P Value

Quality of service is one of the main activities carried out by Kantin Yuank in its efforts to develop and earn a profit. Therefore, this study aims to determine the effect of service quality on visitor buying interest during the Covid 19 pandemic at the Yuank Canteen in Bima City. The research method uses quantitative methods with primary data sources. The sample in this study was 96 respondents using non-probability sampling method with accidental sampling technique. The research was conducted by distributing questionnaires. Data analysis in this study includes: validity and reliability tests, simple linear regression, correlation coefficient, determination coefficient (R2) and hypothesis testing through t test. Hypothesis testing using the t test shows that the independent variable quality of service studied is proven to significantly affect the dependent variable consumer purchase interest with a p value of 0.000 less than 0.05 (0.000 <0.05). The Adjusted R Square is 0.251. This means that 25.1% of buying interest is influenced by service quality and the remaining 74.9% is caused by other factors not included in this study such as product quality, price, place and others. The results showed that service quality influenced purchase intention. Thus, by maintaining and improving product quality and service quality at the Yuank Canteen in Bima City, a positive visitor attitude will be formed which will affect the buying interest of visitors at the Yuank Canteen in Bima City.

scholarly journals Service Quality of Traditional and Islamic Commercial Banks in Bangladesh

2021 ◽  
pp. 7-16
Author(s):  
Shohel Rana ◽  
Imran Ahmed Shakeer
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Small Sample Size ◽  
Secondary Data ◽  
Structured Interview ◽  
Small Sample ◽  
Primary Data ◽  
Significant Difference ◽  
Practical Implications

Purpose: This study aims to know the service quality of the different private commercial banks operating in Bangladesh with the rapid advancement in information technology and provide some guidelines to improve their service qualities. Methodology: The study used both primary and secondary data to support the objective. Primary data were collected from 240 customers, of whom 120 customers are from traditional private commercial banks and the rest from private Islamic commercial banks operating in Bangladesh using a structured interview schedule, naming SERVQUAL. The study used a convenience sampling method to select respondents. Secondary data were collected from different journals, newspaper articles, books, and various published sources. An independent samples t-test was conducted in the test of the hypothesis. Findings: This study found a significant difference between the traditional and Islamic commercial banks’ service quality and added that the study area’s customers/clients are not fully satisfied with either traditional private commercial banks or Islamic banks. However, Islamic commercial banks are showing a relatively better picture. Research Limitations: The Study is limited to Bangladesh’s small marginal market and a small sample size of only 240 respondents, which cannot sufficiently reflect the large population’s actual scenario. Practical Implications: The Study will help manage the traditional and Islamic commercial banks and policymakers to improve their service quality and improve monitoring efficiency. Originality/value: The Study extensively identified some factors to improve the traditional and Islamic commercial banks’ service quality for both the banks’ and policymakers’ management. In this regard, the critical factors can be the number of employees and the number of counters, increasing ATM services, ensuring faster services, flexible loan disbursement policy, sufficient floor space, suitable sitting arrangements, and improved online services.

scholarly journals Investigation of the Gap Between Patients’ Perceptions and Expectations of Hospital Service Quality

2020 ◽  
Vol 6 (2) ◽  
pp. 117-124
Author(s):  
Haniyeh Nazem ◽  
◽  
Hadi Raeis Abdollahi ◽  
Abasat Mirzaei ◽  
◽  
...  
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Health Care Quality ◽  
Simple Random Sampling ◽  
Care Quality ◽  
T Test ◽  
Hospital Service ◽  
Cross Sectional ◽  
Significant Difference

Background: Health care services are costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we determined the gap between patients’ expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality. Methods: In this descriptive cross-sectional study, five private hospitals in Tehran were selected. Using a simple random sampling method, 110 patients were recruited and voluntarily responded to the standard service quality (SERVQUAL) model questionnaire. Data were analyzed by the K-S test, t-test, and paired t-test using SPSS V. 23. Results: The results showed that among the quality of health care components, the highest mean was related to the responsiveness (M=3.89) and the least was related to the tangible dimension (M=3.11). The lowest average quality gap (perceived service and expected service) was seen in the responsiveness dimension (2.96 and 3.28) and followed by reliability (2.66 and 3.90), tangible (2.53 and 3.91), empathy (1.36, 3.19), and assurance dimensions (2.39 and 4.75). Conclusion: The findings revealed a significant difference between the patients’ perceived and expected services, which indicates that the quality of services as perceived by patients was lower than their expectations. According to the findings, the assurance dimension had the greatest gap. To reduce or eliminate the existing gap, it is suggested that hospitals consider strategic and operational planning to improve hospitalization experience‏, quality of medical services, and hospital resources.

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.

ANALISIS PERBANDINGAN FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN NASABAH DALAM MEMILIH KPR KONVENSIONAL ATAU KPR SYARIAH

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Saminem Saminem
Keyword(s):  
Discriminant Analysis ◽  
Service Quality ◽  
Marketing Strategy ◽  
T Test ◽  
Primary Data ◽  
Driving Factor ◽  
Product Features ◽  
Factors Influencing ◽  
Better Than

The purpose of the study is to examine the factors influencing the customer to choose home financing in East Jakarta. Then compare if there are any significant differences between the driving factors influencing the customer in selecting conventional home financing or Islamic home financing. Distributing questionnaires were carried out on respondents to collect the primary data. This data were processed by using Statistical product and Service Solution (SPSS) 20.0 for windows. The indicators were using are the level of awareness, the knowledge of the product, marketing strategy, the perception toward the product, product features, and the service quality. In the analysis using means compare independent sample t-test and discriminant analysis. The finding revealed that there were no significant differences between the driving factor groups of conventional home financing and Islamic home financing. However, in terms of means value there were differences between the two groups. The result showed that the level of awareness of customers in selecting Islamic home financing is higher than conventional home financing (13,56>12.98). Moreover, the knowledge of the product of customers who selecting Islamic home financing is better than conventional home financing (16,08>15,76). While in terms of marketing strategy, the perception toward the product, product features, and the service quality of conventional home financing is superior compare to Islamic home financing.

scholarly journals ANALISIS KARAKTERISTIK KUALITAS PRODUK PERBANKAN SYARIAH DALAM MEMPENGARUHI KEPUTUSAN MASYARAKAT MENJADI NASABAH DI BANK BNI SYARIAH

2021 ◽  
Vol 9 (1) ◽  
pp. 15-28
Author(s):  
Erwin Febriansyah ◽  
Fraternesi Fraternesi ◽  
Ivosine Pratiwi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Secondary Data ◽  
Service Level ◽  
T Test ◽  
Primary Data ◽  
Quality Service ◽  
Level Of Satisfaction

Peneltian ini mengkaji mengenai pengaruh kualitas produk,kualitas pelayanan dan tingkat kepuasan  kepuasaan  dalam mempengaruh keputusan masyarakat menjadi nasabah di bank BNI syariah kota Bengkulu. Tujuan penelitian ini adalah untuk menganalisis kualitas produk terhadap keputusan menjadi nasabah, untuk menganalisis kualitas pelayanan terhadap keputusan menjadi nasabah, untuk menganalisis tingkat kepuasan terhdap keputsan menjadi nasabah. Jenis penelitian ini adalah penelitian survei,yaitu penelitian yang mengumpulkan data langsung dari responden dengan menggunakan kuisoner dan item-item dari kuisoner biasanya berhubungan langsung dengan skala perilaku atau pendapat seseorang. Lokasi penelitian di Bank BNI Syariah Cabang kota Bengkulu yang beralamat di jalan jendral sudirman No. 41-43, Pintu Batu, Teluk Segara, kota Bengkulu.  Teknik pengumpulan data menggunakan  data primer dan data sekunder. Data primer, yaitu data yang diperoleh langsung dari nasabah yang memakai produk pada Bank BNI Syariah kota Bengkulu melalui penyebaran kuisoner. Sekunder adalah data yang dikumpulkan dari sumber-sumber dan literatur-literatur yang relevan dengan topik penelitian,dan menunjang data-data primer. hasil penelitian ini menunjukan, Kualitas produk berpengaruh positif dan signifikan terhadap keputusan menjadi nasabah di bank BNI syariah . Hal ini dibuktikan dengan hasil uji t menunjukkan nilai tsig0.002 ≤ 0,05. Ini berarti Ha diterima dan Ho ditolak. Kualitas pelayanan berpengaruh positif dan signifikan terhadap keputusan menjadi nasabah di bank BNI syariah. Hal ini dibuktikan dengan hasil uji t menunjukkan nilai tsig0.000 ≤ 0,05. Ini berarti Ha diterima dan Ho ditolak. Tingkat kepuasan berpengaruh positif dan signifikan terhadap keputusan menjadi nasabah di bank BNI Syariah pada calon nasabah pengguna produk bank BNI Syariah. Hal ini dibuktikan dengan hasil uji t menunjukkan nilai tsig sebesar 0.008 ≤ 0.05. Ini berarti Ha diterima Ho ditolak.Dengan demikian, hipotesis penelitian yang telah dilakukan terbukti dinyatakan dengan adanya pengaruh positif dan signifikan antara variabel kualita sproduk, kualitas pelayaan, tingkat kepuasan  terhadap keputusan menjadi nasabah di bank BNI Syariah kota Bengkulu. Kata Kunci : kualitas produk, kualitas pelayanan   ANALYSIS OF QUALITY CHARACTERISTICS OF SHARIA BANKING PRODUCTS IN AFFECTING COMMUNITY DECISION TO BECOME A CUSTOMER AT BNI SYARIAH BANK BENGKULU CITY  ABSTRACT This study examines the effect of product quality, service quality and satisfaction level of satisfaction in influencing the community's decision to become a customer at the BNI Syariah Bank of Bengkulu. The purpose of this study is to analyze the quality of the product to the decision to become a customer, to analyze the quality of service to the decision to become a customer, to analyze the level of satisfaction with the decision to become a customer. This type of research is survey research, namely research that collects data directly from respondents using questionnaires and items from questionnaires are usually directly related to the scale of a person's behavior or opinion. As for the research location on Jalan Sudirman No. 41-43, Pintu Batu, Teluk Segara, City of Bengkulu. data collection techniques using primary data and secondary data. Primary data, namely data obtained directly from customers who use products at Bank BNI Syariah Kota Bengkulu through questionnaire distribution. Secondary data is collected from sources and literature relevant to the research topic, and supports primary data. the results of this study indicate, product quality has a positive and significant effect on the decision to become a customer at BNI syariah bank. This is evidenced by the results of the t test showing the value of tsig0.002 ≤ 0.05. This means that Ha is accepted and Ho is rejected. Service quality has a positive and significant effect on the decision to become a customer at BNI syariah bank. This is evidenced by the results of the t test showing the value of tsig0,000 ≤ 0.05. This means that Ha is accepted and Ho is rejected. The level of satisfaction has a positive and significant effect on the decision to become a customer at BNI Syariah bank for prospective customers using BNI Syariah bank products. This is evidenced by the results of the t test showing the tsig value of 0.008 ≤ 0.05. This means that Ha is accepted by Ho.Thus, the research hypothesis that has been carried out is proven to be stated by the positive and significant influence between product quality variables, quality of service, level of satisfaction with the decision to become a customer in the BNI Syariah bank in Bengkulu city. Keywords: product quality, service quality

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