scholarly journals An Empirical Study on the Service Quality Factors of Port Supply Industry on the Relationship Orientation

2012 ◽  
Vol 24 (2) ◽  
pp. 166-179 ◽  
Author(s):  
Bag-Sig Bae ◽  
Nam-Kyu Park
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Quality Factors ◽  
Relationship Orientation ◽  
Supply Industry ◽  
The Relationship

scholarly journals Analysis of Factors Affecting Patient Loyalty in Bandung General Hospital in Medan

2020 ◽  
Vol 1 (5) ◽  
pp. 6-15
Author(s):  
Irma Susanti ◽  
Mappeaty Nyorong ◽  
Sudiro Sudiro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Quality Factors ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Patient Loyalty ◽  
The Relationship ◽  
Pls Method ◽  
Satisfaction Factors

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

scholarly journals Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services

2009 ◽  
Vol 2 (2) ◽  
pp. 56 ◽  
Author(s):  
Domingos Fernandes Campos ◽  
Kleber Cavalcanti Nóbrega
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Fast Food ◽  
Food Services ◽  
Tolerance Zone ◽  
Customer Expectations ◽  
Zone Of Tolerance ◽  
The Relationship

This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.

scholarly journals The influence of outsourcing activities on the perception of service quality. An empirical study based on online reviews by hotel customers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tomás F. Espino-Rodríguez ◽  
Manuel Rodríguez-Díaz
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Online Reviews ◽  
Negative Influence ◽  
Performance Measure ◽  
Content Type ◽  
Online Customer Reviews ◽  
Online Reputation ◽  
The Impact ◽  
The Relationship

Purpose This study aims to examine the impact of the outsourcing of hotel departments on service quality measured through online customer reviews. Design/methodology/approach Three models were developed, considering three important online tourism reputation websites, to establish the relationship between the outsourcing of hotel activities and service quality. Findings The results show that in the three databases, hotel outsourcing has a negative influence on online reputation. A higher level of outsourcing reduces service quality, the percentage of recommendations and the value perceived by customers who carry out online reviews of these hotels. In addition, different models were established for each type of department. Originality/value To the best of the authors’ knowledge, this paper presents the first empirical study to analyse the relationship between the impact of process outsourcing and customers’ online reviews. It is also the first empirical research to consider the relationship between outsourcing and ratings by hotel end-customers as a performance measure.

A Study on the Impact of Service Quality on Student Satisfaction towards the University Libraries in Dindigul District, Tamil Nadu, India

2018 ◽  
Vol 8 (3) ◽  
pp. 63-66
Author(s):  
S. Mathurajothi ◽  
S. Subramani ◽  
P. S. Venkateswaran
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Tamil Nadu ◽  
Review Of Literature ◽  
University Libraries ◽  
Quality Factors ◽  
Positive Correlation ◽  
The University ◽  
The Impact ◽  
The Relationship

The main objective of this study is to find out the service quality on student satisfaction towards the University libraries in Dindigul District. A review of literature was collected to find out the relationship among service quality and student satisfaction. A survey was conducted to collect the data from 308 students from the two Universities in Dindigul District. The result shows that except empathy, other service quality factors are positively related to student satisfaction. Tangibility and reliability shows the highest positive correlation with student satisfaction. Finding suggests that Librarian should focus on the service quality factors tested in this research to improve the student satisfaction.

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