scholarly journals Gaps Between Users Expectations and their Perceptions on Service Quality of College Libraries of Shahid Beheshti University of Medical Sciences, A Case Study

2020 ◽  
Vol 40 (02) ◽  
pp. 479-484
Author(s):  
Rezvan Ghaedi ◽  
Saeideh Valizadeh-Haghi ◽  
Elaheh Ahmadi ◽  
Zahra Zeraatkar ◽  
Ahmad Reza Baghestani
Keyword(s):  
Service Quality ◽  
Education Level ◽  
Medical Sciences ◽  
Medical College ◽  
College Libraries ◽  
Perceptions And Expectations ◽  
The University ◽  
The Relationship

The purpose of the present research is to evaluate the service quality of medical college libraries of Shahid Beheshti University of Medical Sciences from the users’ perspective based on the LibQUAL+ model. Furthermore, is to make a comparison between perceived quality in terms of users’ different education level. The data were collected from 119 questionnaires which were responded by 13 college libraries' clients by administering the LibQUAL+ questionnaire in a printed format. The findings revealed that college libraries have been failed in satisfying even the minimum expectations of their users as well as could not meet the customers’ desired expectations that make them fully satisfied with the service quality. This study also revealed a wide gap between users’ perceptions and expectations of service quality. The effect of services dimension is the most satisfying dimension. Furthermore, findings showed that the relationship between education level and satisfying with the service quality is statistically significant (P<0.001). It is necessary for the university managers to pay more attention to the quality of library services equally in all the colleges included. This will lead to help libraries to meet the user’s expectations of service quality in all colleges which will lead to academic improvements.

scholarly journals The Effect Of HR Competence, IEP Innovation And Service Quality On Project Management In Building Project Performance

2021 ◽  
Vol 1 (11) ◽  
Author(s):  
Tiara Ardhiti Estungkorodewi ◽  
Mombang Sihite ◽  
Derriawan Derriawan
Keyword(s):  
Project Management ◽  
Service Quality ◽  
Quantitative Research ◽  
Project Performance ◽  
Sem Analysis ◽  
Building Project ◽  
The Relationship ◽  
Hr Competencies

The use of Integrated Engineering Procurement (IEP) information technology can allegedly be used to build HR competencies, service quality, project performance and project management to overcome problems of project time delays, costs, and quality/quality of work. The purpose of this study is to identify the effect of HR competence, IEP innovation (integrated engineering procurement), service quality on project management in improving project performance. This research uses a case study in the Situ Bagendit revitalization project run by PT Adhi Karya Tbk. The research method used is quantitative. Quantitative research using SEM PLS. Sampling through purposive sampling method and obtained 117 research units. The results showed that based on SEM analysis stated that the relationship between HR Competence, IEP Innovation and Service Quality was significantly related to project performance. Likewise, the relationship between Project Management and project performance has created a significant positive.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

scholarly journals Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality

2020 ◽  
Vol 202 ◽  
pp. 14007
Author(s):  
Iqbal Firdaus ◽  
Farikhin ◽  
Bayu Surarso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Learning System ◽  
Fuzzy Approach ◽  
A Value ◽  
Perceptions And Expectations ◽  
The University

To determine the level of success and effectiveness of MOOC in the learning system, it is important to measure the quality of service. The aim of this study is to measure the perceptions and expectations of MOOC users. The method of this study is the SERVQUAL model which is combined with a fuzzy approach, so that it can be measured accurately. From the calculation, the results show that Reliability dimension has the largest gap with a gap value (-13,2325), so there are needed an improvement by the university. While Assurance dimension has the smallest gap with a value of gap (-10,0025) this is considered by the user to be a better dimension than the others. From the calculation of the overall gap value obtained, the result shows a value of -57.65, which means that the quality of service received by users is not in line with expectations.

scholarly journals ANALISA PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN PERCEIVED VALUE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENDIDIKAN TINGGI

2018 ◽  
Vol 12 (2) ◽  
pp. 84-93
Author(s):  
Trixie Nova Bella Tandijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
School Level ◽  
Education Students ◽  
University Level ◽  
The University ◽  
The Relationship

The importance of maintaining the quality of education of a country, making education in Indonesia also continues to make improvements both from the Elementary School level to the University level. At the University level alone, there is increasing competition between the State and Private Universities to produce more and more qualified graduates. So many universities are starting to think of strategies to win the competition. One of them by maintaining the Service Quality they provide. This study aims to determine the effect of Service Quality on Behavioral Intention or the tendency to behave, with perceived value and customer satisfaction as intervening variable high education students 2012-2016. The results of this study indicate that service quality has a positive and significant influence on perceived value and behavioral intentions, perceived value positively and significantly influence customer satisfaction and behavioral intentions, and customer satisfaction positively and significantly influence behavioral intentions. The results of this study also show that perceived value and customer satisfaction as intervening variables do not successfully mediate the relationship between service quality and behavioral intentions

Academic Satisfaction among Students A Case Study of Business Schools in Gr. Noida

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Priyanka Malik ◽  
Akash ◽  
Vyom Raisurana
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Teaching Methodology ◽  
Satisfaction Level ◽  
Quality Factors ◽  
Academic Satisfaction ◽  
The Relationship

The purpose of this study is to examine satisfaction of students from academics while pursuing higher education in the field of business in India, focusing on a variety of service quality factors such as, teaching methodology, delivery and assessment, quality of study material, understandability etc. Study relies on finding the relationship between service quality variables and student satisfaction at an academic institution. The motive behind conducting this research is to analyze, how academics play a crucial role in affecting satisfaction level of students, catering students in Noida region.

scholarly journals An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University

2018 ◽  
Vol 13 ◽  
pp. 2806-2814
Author(s):  
Moyazzem Hossain
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Educational Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Level Of Significance ◽  
The University ◽  
The Relationship ◽  
Students Satisfaction

Satisfaction is a state felt by a person who has experienced performance or an outcome that fulfill his or her expectation and service quality is an important parameter of educational excellence. This study attempts to examine the relationship between service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students’ satisfaction. The results exhibit that there is a significant correlation among all the constructs with student satisfaction at 1% level of significance. The results also depict that the tangibles factor is the most important factor which includes a group of statements related to the environment and facilities provided by the university. Therefore, this paper will be helpful for institutions in order to enhance the quality of educational services.

Measuring Service Quality of the Muslim Friendly Hotels in England and its Impact on Behavioural Intention

2015 ◽  
Vol 6 (3) ◽  
pp. 1-24 ◽  
Author(s):  
Ali Ahmed Abdelkader
Keyword(s):  
Service Quality ◽  
Islamic Law ◽  
Cluster Sampling ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Significant Difference ◽  
Insignificant Difference ◽  
Perceptions And Expectations ◽  
The Relationship

This study aims to investigate the size of gap between Muslim visitors' perceptions and expectations of the Muslim friendly hotels service quality in England, as well as to describe and analyse the relationship between the perceived service quality and behavioural intentions. To accomplish these objectives, two-stage cluster sampling of 400 subjects was selected from a population of Muslim visitors in England. The Parasuraman et al., 1988 SERVQUAL scale for measuring service quality was used after developing it to suit the Muslim friendly hotels service quality by adding a new dimension pertaining to Islamic law. Results revealed that there is a significant differences gap between the Muslim visitors' perceptions and expectations for the whole score of the Muslim friendly hotels service quality. There is a negative insignificant differences gap between the Muslim visitors' perceptions and expectations in empathy, responsiveness, assurance, and reliability domains. Additionally, there is a negative significant difference gap between the Muslim visitors' perceptions and expectations in the Shari'a compliant amenities domains. However, there is a positive insignificant difference gap between the Muslim visitors' perceptions and expectations in tangible domains. Also, the findings reveal that there is a significant relationship between the perceived service quality and behavioural intentions. These results substantiate the importance of the provision of high quality of service provided to promote the Muslim visitors' behavioural intentions.

scholarly journals The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Alexis Nshimiyimana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
International Markets ◽  
Primary Data ◽  
Mediating Effects ◽  
The Social ◽  
The Relationship

The current competition from both national and international markets has created a new assignment for companies to give serious consideration to providing a high quality of service to satisfy and maintain customers. This paper aimed to analyze the effects of ATM service quality on customer satisfaction and customer loyalty. The Bank of Kigali has been chosen as a case in this research. For this investigation, primary data was collected from 284 respondents from Bank of Kigali through a structured questionnaire. Collected data were analyzed with SPSS (Statistical Package for the Social Sciences, 23.0) according to the objectives of the present research. Results of the statistical analysis indicate that the age group of 26-35 dominates with 59.2% of total respondents, with males showing dominance in terms of gender with 75% and 54.2% of respondents being graduates. The study reveals that there is a significant relationship observed between service quality and customer satisfaction, and customer satisfaction and customer loyalty. However, an insignificant relationship has been observed between service quality and customer loyalty. Therefore, the Bank of Kigali must maximize the quality of services offered to its customers through ATMs to create a good brand image and gain loyalty from users.  

scholarly journals Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website

2016 ◽  
pp. 52-86 ◽  
Author(s):  
Dorie Pandora Kesuma ◽  
Achmad Nizar Hidayanto ◽  
Meyliana ◽  
Kongkiti Phusavat ◽  
Dina Chahyati
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Service Design ◽  
Internet Technology ◽  
Design Framework ◽  
Kano Model ◽  
Quality Function ◽  
The University

Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed framework, we conducted a case study in one of the private universities in Palembang, Indonesia. Step by step of the framework usage is discussed, to provide a better understanding of the framework we are proposing.

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