scholarly journals A Conceptual Approach for Studying the Service Quality Aspects of Solar Project Management

2018 ◽  
Keyword(s):  
Project Management ◽  
Service Quality ◽  
Conceptual Approach ◽  
Quality Aspects

scholarly journals Service Quality aspects of Solar Project Management

2019 ◽  
Vol 8 (2S4) ◽  
pp. 656-658
Keyword(s):  
Quality Of Service ◽  
Life Cycle ◽  
Project Management ◽  
Service Quality ◽  
Present Level ◽  
Service Culture ◽  
Quality Aspects ◽  
Project Life Cycle ◽  
Project Life

With the ever increasing component of services in a Solar Project, there is a need to do Service Quality studies. With the growing complexities of Engineering – Procurement –Construction (E-P-C) route of Solar Projects, the value of services has climbed up to the present level between 30 to 40 of the project cost, progressively, from a level of 10 to 20%, say 20 to 30 years ago. This situation in turn highlights theplace of a Solar Project in Tangibility Spectrum,[1]which is shifting more towards services and away from Products. Apart from the various Service Quality concepts and Models, SERVQUAL Model[2] by A.Parasuraman et al. and The Gummesson 4Q Model[3] of Offering Quality could be taken up for further surveys and studies , with a view to manage efficiently and effectively, a Solar Project offering. Service Quality is a function of a range of resources and activities. The aim is to establish any variance in how the different stake holders perceived and rated the various dimensions of service quality during thevarious stages of a Project Life Cycle. By developing organization’s own unique service culture and delivering a better quality of service, it should be possible to encourage client loyalty and repeat business.

scholarly journals The Influence of Electronic Service Quality and Electronic Word of Mouth (eWOM) toward Repurchase Intention (Study on E-Commerce in Indonesia)

2021 ◽  
Vol 37 (1) ◽  
pp. 42-58
Author(s):  
Widarto Rachbini ◽  
◽  
Diana Anggraeni ◽  
Harimurti Wulanjani ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Virtual Communities ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Managerial Implication ◽  
Application Service ◽  
Electronic Service ◽  
Quality Aspects

Customer satisfaction is a vital component of service organisations that are significantly related to service quality. One of the electronic service quality that has to be prioritised, is website quality. Therefore, this study will determine the influence of electronic service quality and electronic word of mouth (eWOM) toward repurchase intention on e-commerce in Indonesia. Data were obtained from Google Form Online Questionnaires which were distributed through a short-link in WhatsApp, LINE, and Twitter applications during April 2019. This study applied the purposive sampling method where 458 qualified samples were matched to the specific criteria. Structural Equation Model (SEM) supported by LISREL software was used to analyse the data. The findings show that there are positive and significant influences of electronic service quality of pleasant and utilitarian dimensions to eWOM construction and repurchase intention. This research suggests managerial implication to e-commerce industry practitioners to reduce Tokopedia and also Instagram as the benchmark of electronic-based service quality. The managerial implication covers observing and adopting mobile application service quality aspects, service online review, and virtual communities. Besides, it is significantly suggested for future studies to explore more specific contexts of pleasant and utilitarian electronic service quality dimensions as in the B2B e-commerce, B2C e-commerce, and G2C e-commerce. Keywords: Electronic service quality, eWOM, repurchase intention, e-commerce, tokopedia.

scholarly journals Customer reactions to a webshop’s service quality

Empirica ◽  
2019 ◽  
Vol 47 (4) ◽  
pp. 699-731
Author(s):  
Franz Hackl ◽  
Rudolf Winter-Ebmer
Keyword(s):  
Service Quality ◽  
Negative Binomial ◽  
Negative Binomial Regression ◽  
Data Set ◽  
Product Categories ◽  
Service Characteristics ◽  
Binomial Regression ◽  
Quality Aspects ◽  
Quality Dimensions ◽  
The Impact

Abstract E-commerce has become an integral part of the world’s economy. In this study we investigate the impact of service quality in e-tailing on site visits and consumer demand. Such an analysis is important given the almost Bertrand-like competitive structure. Our analysis is based on a large representative data set obtained from a price comparison site covering essentially the complete Austrian e-tailing market. Customer evaluations for a broad range of 15 different service characteristics are condensed using factor analysis. Negative binomial regression analysis is used to measure the impact of service quality dimensions on referral requests to online shops for different product categories. Our results show that the most important service quality aspects are those related to the ordering process and the firm’s website performance.

scholarly journals Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

Organizacija ◽  
2014 ◽  
Vol 47 (3) ◽  
pp. 166-175 ◽  
Author(s):  
Marlene Amorim ◽  
Maria João Rosa ◽  
Sandra Santos
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Service Providers ◽  
Three Dimensions ◽  
Customer Participation ◽  
Customer Involvement ◽  
Quality Aspects ◽  
Service Production ◽  
Service Activities ◽  
Third Dimension

AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.

scholarly journals E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers

2021 ◽  
Vol 1 ◽  
pp. 219-226
Author(s):  
Malikhatul Marati ◽  
Muhammad Ali Faisal ◽  
Ikhsan Dwi Anggoro ◽  
Saiful Anwar
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Analytical Tool ◽  
Quality Of Services ◽  
Quality Aspects ◽  
The Impact ◽  
Practical Implications

This study aims to determine the effect of e-service quality on e- loyalty with e-satisfaction as an intervening variable for muslim travellers. The population are Traveloka users in Java. Purposive random sampling are used. The sample was obtained from 170 respondents by online collecting data questionnaire. SPSS 21.0 program are used to data analyze. The analytical tool were Multiple Regression and Path Analysis. The results showed that: e-service quality aspects of reliability, tangible, and empathy had a positive and significant effect on e-satisfaction. E- satisfaction and E-Service have a positive and significant impact on e- loyalty. E-satisfaction can mediate the impact of reliability, tangible, and empathy on e-loyalty, while responsiveness and assurance do not mediate the effect of e-satisfaction on e-loyalty The results of this study can theoretically strengthen the existing theory that e-satisfaction can mediate the effect of reliability, tangible and empathy on e-loyalty, while responsiveness and assurance do not mediate the impact of e-satisfaction on e-loyalty. The practical implications in this study are used as input for platform provider to improve the quality of services provided by platform provider to muslim travelers.

scholarly journals A holistic view of the use of corporate culture conveyed by internal marketing for enhancing stability, sustainability and consistency in service quality

2016 ◽  
Vol 13 (3) ◽  
pp. 248-257 ◽  
Author(s):  
J.A.R. Botha
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Service ◽  
Corporate Culture ◽  
Jel Classification ◽  
Internal Marketing ◽  
Human Beings ◽  
Conceptual Approach ◽  
Holistic View ◽  
The Stability

While businesses worldwide are aiming increasingly on the sustainability in various business areas, customer service is by nature not consistent and stable, because it is delivered by human beings and, therefore, subject to their imperfections and influences on them. This can result in unstable, unsustainable and unpredictable service delivery. This article describes the corporate culture/service quality conceptualization as a basis for overcoming this by embedding and implementing the stability and sustainability of corporate culture to enhance the stability and sustainability of quality of service. This conceptual study demonstrates that a well-planned and maintained corporate culture, based on quality service delivery goals, is able to do exactly that under the initiative of the leadership. Although there are many articles referring to service quality, very few of them succeed in bringing sufficient aspects into account to be able to form a holistic image of enhancing stability, sustainability and consistency in service quality. Existing models and approaches were combined in a holistic conceptual approach. Keywords: service quality, corporate culture, stability, sustainability, customer perception, perceived quality, expectations, ACSI, internal marketing, relationship marketing, CSP, profit service chain. JEL Classification: L8, M14, M31, M30

scholarly journals PENGARUH KUALITAS LAYANAN DAN KEPUASAN PADA KEGIATAN EVENT OLAHRAGA PERUSAHAAN REPETITIF TERHADAP KEBAHAGIAAN KARYAWAN PT PERTAMINA (PERSERO) REFINERY UNIT III

2020 ◽  
Vol 5 (2) ◽  
pp. 99
Author(s):  
Daniswara Krisna Prabatha
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Environment Quality ◽  
Quality Aspects ◽  
Processing Techniques ◽  
Employee Happiness

<p><em>This research aims to determine the effect of event’s service quality and event’s satisfaction of company sport repetitive event on employee happiness at PT. Pertamina (Persero) Refinery Unit III Plaju. The population in this study is all employees of PT. Pertamina (Persero) Refinery Unit III Plaju as many as 1024 employees. The samples used in the study were as many as 156 employees as respondents obtained by probability sampling with proportional random sampling method. Data collection methods use questionnaires and data processing techniques used through multiple linear regression analysis. Results of multiple linear regression analysis showed that event’s service quality has a positive and significant effect on the employee’s happiness at PT Pertamina (Persero) Refinery Unit III as well as the event’s satisfaction is positive and significant to the employee’s happiness at PT Pertamina (Persero) Refinery Unit III. From those variables, the most dominant variable affecting employee happiness in this study was the service quality. It is recommended to PT Pertamina (Persero) Refinery Unit III to enhance service quality aspects at the future company sport repetitive events, including interaction quality, physical environment quality and outcome quality. For further researchers, it is advisable to add other variables including performance, work environment, compensation and achievements.</em></p>

scholarly journals Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Rumah Makan Wong Solo Cabang Lampriet Banda Aceh

2021 ◽  
Vol 2 (1) ◽  
pp. 54-65
Author(s):  
Yulindawati Yulindawati ◽  
Marwiyati Marwiyati ◽  
Rudi Ramadhan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
The Other ◽  
Service Reliability ◽  
Improve Performance ◽  
Physical Evidence ◽  
Quality Aspects ◽  
Simultaneous Influence ◽  
Banda Aceh

The results of the study found that there was a simultaneous influence on aspects of service reliability, responsiveness, assurance, empathy, and physical evidence  on customer satisfaction. Partially, only the responsiveness aspect has an insignificant effect, the other four aspects have a significant influence. The influence of service quality aspects on customer satisfaction is 42.6% and the rest is 57.4%, influenced by other factors outside the variables of this study. Seeing the aspect of responsiveness that is not significant, it is recommended that management improve performance on the aspect of responsiveness to be more alert and fast in providing services to customers.

Quality Enhancing the Continued Use of E-Government Web Sites

2011 ◽  
pp. 20-36 ◽  
Author(s):  
Sivaporn Wangpipatwong ◽  
Wichian Chutimaskul ◽  
Borworn Papasratorn
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Web Site ◽  
Information Quality ◽  
Site Quality ◽  
System Quality ◽  
Web Based ◽  
Government Web Sites ◽  
Quality Aspects ◽  
Continued Use

This study empirically examines Web site quality toward the enhancement of the continued use of e-government Web sites by citizens. The web site quality under examination includes three main aspects, which are information quality, system quality, and service quality. The participants were 614 country-wide e-citizens of Thailand. The data were collected by means of a web-based survey and analyzed by using multiple regression analysis. The findings revealed that the three quality aspects enhanced the continued use of e-government Web sites, with system quality providing the greatest enhancement, followed by service quality and information quality.

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