scholarly journals Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation

PLoS ONE ◽  
2020 ◽  
Vol 15 (12) ◽  
pp. e0244609
Author(s):  
Bikram Biswas ◽  
Sajib Kumar Roy
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Citizen Participation ◽  
Moderating Effect ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Intention To Use ◽  
Is Success

This paper examines the service quality, satisfaction and intention to use Union Digital Center (UDC) in Bangladesh: The moderating effect of citizen participation. The study intends to measure the quality of service on the basis of satisfaction by adopting citizen participation as a moderator. Theoretically this study has used DeLone & McLean Information Systems (D&M IS) Success Model. The existing studies of Bangladesh are mostly qualitative and the correlation between the quality of service, satisfaction, and desire for using UDC has not verified. This research has adopted the D&M IS model while measuring and verifying the service quality based on satisfaction and use intention. A structured questionnaire method was used and data collected from 499 respondents from 10 UDC of 10 upazila under 8 divisions in Bangladesh. Partial Least Square (PLS), a statistical method that emerged on the basis of Structure Equation Modeling (SEM), technique has been used while analyzing the data. The result of this study has showed the quality (p<0.05) of information, system and service of UDC affects citizen satisfaction effectively where the moderator of citizen participation is also significant. This paper has constructed on the basis of a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions related to the quality of service should be modified, develop the administrative system and citizen should be encouraging to participate in all aspects of services.

Union Digital Centers (UDCs) in Bangladesh

2018 ◽  
Author(s):  
MD. SAIFUL ISLAM ◽  
BIKRAM BISWAS
Keyword(s):  
Service Quality ◽  
Citizen Participation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
System Quality ◽  
Is Success ◽  
Citizen Satisfaction ◽  
Questionnaire Method

The aim of this book is to measure the service quality based on satisfaction by adopting citizen participation as a moderator. This book is titled on “Union Digital Centers (UDCs) in Bangladesh: Service Quality, Citizen Participation and Satisfaction”. There are few studies have conducted on this topic in Bangladesh to empirically apprise the service quality, satisfaction and use intention of Union Digital Centers. Theoretically, this study used D&M IS success model. In the context of Bangladesh, the existing study are mostly qualitative and the relationship between service quality, satisfaction and intention to use UDC has not been tested. This research adopted the D&M IS model to measure and tested the service quality on the based on satisfaction and use intention. A structured questionnaire method was conducted and date collected from 499 respondents all over the country in Bangladesh. The data was analyzed by using the technique of Partial Least Square (PLS), this a statistical method that are based on Structure Equation Modeling (SEM). The result of this study showed the information quality, system quality and service quality (p<0.05) of UDC effects citizen satisfaction effectively where the moderator of citizen participation also significant. This paper constructs based on a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions of service quality should be modify, develop the administrative system and citizen should be encouraging to participate in the all aspects of services.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

Quarantine Hotels: Integration between Hospitality and Healthcare Services to Promote Health Behavior and Quality of Life

2021 ◽  
Vol 45 (6) ◽  
pp. 1059-1078
Author(s):  
Ahmed Abdulaziz Alshiha
Keyword(s):  
Quality Of Life ◽  
Saudi Arabia ◽  
Health Behavior ◽  
Service Quality ◽  
Medical Service ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Positive Effect

Objectives: COVID-19 has spread globally and infected millions of people, thereby restricting their movement. Quarantine hotels play an important role in protecting people from COVID-19 and contribute to a better quality of life. The objective of this study was to examine the role of quarantine hotels in providing improved quality of life through both medical and hospitality services under one roof to address the COVID-19 situation in Saudi Arabia. Methods: This study used a quantitative, cross-sectional research design. Data were collected from quarantine hotels in Saudi Arabia using a survey, and analyzed through Partial Least Square (PLS)-Structural Equation Modeling (SEM). Results: Medical service quality, financial savings and convenience had a positive effect on people's attitudes and intention to use quarantine hotels. Similarly, attitude, intention, and hospitality products had a positive effect on health behavior, which favorably affected quality of life. Conclusions: Medical service quality, financial savings, and convenience, as well as hospitality provided by quarantine hotels, have a positive role in promoting health behavior and quality of life.

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

2019 ◽  
Vol 11 (1) ◽  
pp. 49
Author(s):  
Fransisca Debora ◽  
Hernadewita Hernadewita
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The Government ◽  
Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals MODEL PERSAMAAN STRUKTURAL TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JALAN TOL BALI MANDARA

2015 ◽  
Vol 4 (4) ◽  
pp. 169
Author(s):  
I PUTU AGUS WIDHIANTARA ◽  
I KOMANG GDE SUKARSA ◽  
I PUTU EKA N. KENCANA
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Satisfaction Level ◽  
The Public ◽  
Dominant Influence

The aim of this research is to determine public satisfaction level for the quality of Bali Mandara Highway service and to determine the dominant variable influencing public satisfaction level. This research implemented by using Structural Equation Modeling Partial Least Square (SEM-PLS) and Servqual model. This research was conducted in Badung Regency in the period of March to June 2015. Data were collected by using questionnaires that were distributed directly to 150 users of respondents. The result shows that the public haven’t been satisfied with service quality provided by Jasamarga. Meanwhile the empathy, responsiveness and tangible are significantly influencing public satisfaction level to Bali Mandara Highway service quality. We also showed that empathy provide a dominant influence to public satisfaction level.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan serta Dampaknya terhadap Loyalitas : Studi di Ciater Spa Resort

2018 ◽  
Author(s):  
Rahmat Priyanto ◽  
Hary Hermawan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Visitor Satisfaction ◽  
The Relationship ◽  
Service Theory

The aim of this research is to know the influence of service quality to satisfaction and tourist loyality in Ciater Spa Resort. The method used in this research is descriptive verificative. Method analisis of this research is analisis path with software PLS. The results showed that the quality of service has no significant effect on loyalty, it means that service quality as exogenous variable requires intervening role (variable of satisfaction). Visitor satisfaction at Ciater Spa Resort has a significant effect on visitor loyalty. In addition, the relationship between the two research variables are positive, the increasing customer satisfaction will increase also loyalty, otherwise the decrease in visitor satisfaction will have an impact on the decrease in visitor loyalty. These findings have matched customer loyalty theory in marketing books. So that verifikatif research has been done successfully to verify the theory of loyalty in general. This article at once confirms a model of service theory as well as its relationship with satisfaction and loyalty, while minimizing the possibility of false loyalty so that this model can be used in the implementation of service management.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas wisatawan di Ciater Spa Resort. Penelitian ini berjenis deskriptif-verifikatif. Metode analisis yang digunakan adalah analisis jalur dengan alat bantu sofware Partial Least Square (PLS). Hasil penelitian menunjukan bahwa Kualitas pelayanan di Ciater Spa Resort tidak berpengaruh signifikan terhadap loyalitas, hal ini berarti bahwa kualitas pelayanan sebagai variabel eksogen membutuhkan peran intervening (variabel kepuasan). Sedangkan, kepuasan pengunjung di Ciater Spa Resort berpengaruh signifikan terhadap loyalitas pengunjung. Selain itu hubungan diantara kedua variabel penelitian tersebut adalah positif, maka semakin meningkatnya kepuasan pengunjung akan semakin meningkat pula loyalitasnya, sebaliknya semakin menurunya kepuasan pengunjung akan berdampak terhadap semakin menurunnya loyalitas pengunjung. Penemuan ini telah sesuai teori loyalitas pelanggan dalam buku-buku pemasaran. Sehingga penelitian verifikatif yang telah dilakukan berhasil memverivikasi teori loyalitas secara umum. Artikel ini sekaligus menegaskan sebuah model teori pelayanan serta hubunganya dengan kepuasan dan loyalitas, sekaligus mampu meminimalisir adanya kemungkinan loyalitas semu sehingga model ini dapat dipakai dalam implementasi manajemen pelayanan.

scholarly journals Faktor – Faktor Yang Mempengaruhi Prestasi Belajar Mahasiswa Politeknik Negeri Samarinda Dan Implikasi Terhadap Waktu Tunggu Kerja Di Industri

2020 ◽  
Vol 1 (1) ◽  
pp. 34
Author(s):  
Tandi Kadang ◽  
Muhtar Sehe ◽  
Nita Harnitalia
Keyword(s):  
Service Quality ◽  
Waiting Time ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Teaching ◽  
Significant Positive Effect ◽  
Learning Achievement ◽  
Positive Effect

This Research aim was to analyze how much the influence of the Lecturer Quality, Teaching Facilities, Service Quality and Learning Achievement on Waiting Time. The independent variables in the study were Lecturer Quality, Teaching Facilities, and Service Quality, while Learning Achievement as Intervening variable and Waiting Time as the dependent variable. This research used 85 respondents and it was conducted at Samarinda State Polytechnic. This study used SEM (Structural Equation Modeling) analysis tools with the help of PLS (Partial Least Square) software version 3.20 and SPSS version 24.The results of this study stated that the quality of lecturers had a significant positive effect on Learning Achievement, then teaching facilities had a significant positive effect on learning achievement,then the quality of service had a significant positive effect on learning achievement, then the quality of lecturers had a significant positive effect on Working Waiting Time, then Teaching Facilities had no significant positive effect on Working Waiting Time, then Service Quality was not a significant positive effect on Working Waiting Time, then Learning Achievement had a significant positive effect on Work Waiting Time.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA KASMDI KBS

BISMA ◽  
2018 ◽  
Vol 11 (3) ◽  
pp. 283
Author(s):  
Galih Arief Prakosa ◽  
Udisubakti Ciptomulyono ◽  
Fuad Achmadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Path Coefficient ◽  
Human Right

Abstract: The availability of consumable water is a basic human right. The State Water Supply Company (PDAM) Surya Sembada is the only government institution in charge in providing and managing drinking water facilities and infrastructure in Surabaya. PDAM Surya Sembada provides free fountain drinking (KASM) as their Corporate Social Responsibility (CSR) program that located in various strategic public places in the city including in Surabaya Zoo (KBS). However, there has never been any analysis on the product and service quality of the KASM in KBS. Therefore, the objective of this study is to analyze the effect of product and service quality of the KASM in KBS on user satisfaction and loyalty using Structural Equation Modeling (SEM) with Partial Least Square (PLS) analysis. Results of path coefficient analysis show that product quality affects user satisfaction, but it has no effect on user loyalty. Service quality affects user satisfaction and loyalty. User satisfaction affects user loyalty. It can be concluded that user satisfaction is affected by product and service quality, while user loyalty is affected by service quality and user satisfaction. Keywords: KASM, Product Quality, Service Quality, User Satisfaction, User Loyalty.

scholarly journals Predictors of Quality Leadership and Quality of Health Services in Hospital

2020 ◽  
Vol 6 (1) ◽  
pp. 50
Author(s):  
Komala Sari ◽  
Mitra Mitra ◽  
Jasrida Yunita ◽  
Budi Hartono ◽  
Dedi Afandi
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Workers ◽  
Services Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Data ◽  
Equation Modeling ◽  
Quality Of Health Services

Law Republic Indonesia Number 44 of 2009 on Hospitals states health care institutions must improve higher quality and affordable services to highest health level. Quality leadership is continuous work method and process improve service quality, competitiveness and productivity. Health services quality is reference to the ideal level of health services. Hospitals health services quality will be good if the leadership carried out properly. In general hospital there was an absence Performance Report, disintegration and not sinergy between stakeholders in terms of health services quality. There was nothing of a Minimum Services Standards measurement, has not implemented a customer satisfaction based service pattern, service quality has not met national standards, which indicates that service quality is not optimum. Quality control activities not yet implemented, Standard Operational Procedure was also not optimal. Research objective was to know the effect of quality leadership on the quality of health services. Quantitative research type with analytic cross-sectional design. The study conducted in July 2017 in the Outpatient Installation. The population were all medical personnel and health workers with a sample of 100 people. Techniques for collected data using a questionnaire. The variables in this study were exogenous variables of quality leadership and endogenous variables of health services quality. Data analysis used Structural Equation Modeling - Partial Least Square. The results of the study obtained Values, Vision, Inspiration, Innovative, Systems View, Empowering, Customer Focus, were predictors of quality leadership. Professional standards, service standards, codes of ethics and standard operating procedures were predictors of health services quality. The value of T-Statistic 0.669 with a statistical value of 1.96 there was no significant effect of quality leadership on the health services quality.

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