scholarly journals A Study to Analyse the Perception of Commuters' towards Service Quality of Delhi Metro Rail Corporation: Empirical Study

2021 ◽  
Vol 12 (5) ◽  
pp. 701-708
Author(s):  
Yogendra Pal Bharadwaj, Mukesh Singh
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Structural Equation ◽  
Five Dimensions ◽  
The Public ◽  
Predictive Variables ◽  
The Common ◽  
Convenience Sampling ◽  
Modern Era

In modern era of globalization, the services being offered by the public transportation require to gauge sensitivity about the services offered to the common masses. In this context, this study examined the perception of commuters on service quality offered by Delhi Metro Rail Corporation and its impact on the commuter’s satisfaction. Therefore, five dimensions of service quality have been taken (reliability, tangibility, empathy, safety & security, commuters’ friendliness) as predicting variables towards the commuters’ satisfaction of DMRC. This research was carried out on behalf of a convenience sampling approach using basic condition and structural equation modelling with an aggregate of 1045 questionnaires distributed among commuters via electronic form as well as simple form. The results of factual tests show that four out of five predictive variables viz., commuters’ friendliness, tangibility, safety & security, empathy have pragmatic percussion, while reliability and commuter’s friendliness has no remarkable influence on customer’s satisfaction.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals Predicting the Use of Public Transportation: A Case Study from Putrajaya, Malaysia

2014 ◽  
Vol 2014 ◽  
pp. 1-9 ◽  
Author(s):  
Muhamad Nazri Borhan ◽  
Deprizon Syamsunur ◽  
Norliza Mohd Akhir ◽  
Muhamad Razuhanafi Mat Yazid ◽  
Amiruddin Ismail ◽  
...  
Keyword(s):  
Environmental Impact ◽  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Equation Model ◽  
The Public ◽  
Positive Effects ◽  
Willingness To Use

Putrajaya is a new federal administrative capital of Malaysia which has been set to achieve a 70% share of all travels by public transport in the city area. However, the current modal split between the public transport and private transport is 15 : 85. In order to understand travelers’ willingness to use the public transport, a conceptual model has been developed to determine the factors that affect them to use the public transport instead of travelling in their own cars. Various variables such as service quality, environmental impact, attitude, and behavior intention were analyzed and tested using structural equation model (SEM). Results indicate that the service quality and attitude are found to have positive effects on the behavioral intention of taking the public transport. Other than this, this study also shows that the service quality and environmental impact have some positive influences on the attitude to using the public transport. However, environmental impact has no significant, positive, and direct effect on behavioral intention. The results of this study demonstrate that the model that was developed is useful in predicting the public transport and it could provide a more complete understanding of behavioral intention towards public transport use.

scholarly journals KUALITAS PELAYANAN KARTU TANDA PENDUDUK ELEKTRONIK DI KECAMATAN CISARUA KABUPATEN BOGOR

2017 ◽  
Vol 2 (1) ◽  
pp. 35
Author(s):  
Siti Rahayu Septiany ◽  
Beddy Iriawan Maksudi ◽  
Irma Purnamasari
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Population Database ◽  
Five Dimensions ◽  
The Public ◽  
Civil Registration ◽  
Identity Card ◽  
The Government ◽  
The Village

Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can’t be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing. Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public; Keywords: Service Quality of electronic ID cards

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

2014 ◽  
Vol 6 (1) ◽  
pp. 23
Author(s):  
Supriyanto Supriyanto ◽  
Mutia Nur Estri ◽  
Agustini Tripena Br.Sb.
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Natural Sciences ◽  
Equation Modeling ◽  
New Employees ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

scholarly journals Pengaruh Partisipasi dan Diskresi terhadap Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kabupaten Bandung Barat (Studi Pelayanan Izin Lokasi dan Izin Mendirikan Bangunan)

2020 ◽  
Vol 23 (1) ◽  
pp. 85
Author(s):  
Bambang Subagio
Keyword(s):  
Service Quality ◽  
Public Participation ◽  
Public Service ◽  
Structural Equation ◽  
Group Discussion ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
The Public

The public service quality in The Investment and One Stop Service (TIOSS) Office of Bandung Barat Regency was not optimal. The public participation and discretion were the crucial factors to improve the quality of the public service. Hence, this research examined the influence of the public participation and discretion factors to improve the public service quality in TIOSS Office of Bandung Barat Regency. This research used the mixed method. Quantitative method was reflected through survei technique data collection which then was analyzed through Structural Equation Model and Partial Least Square. While qualitative method was reflected through Focus Group Discussion technique. The results were, first, public participation and the discretion had a positive and significant impact to the public service quality. Second, the public participation variable partially had a greater effect than the discretion variable to improve the quality of the public service. The research suggested that TIOSS Office of Bandung Barat Regency should undertake synergic, comprehensive, and continuous of public participation and discretion practices in order to improve public service quality.

scholarly journals Study of the public service satisfaction degree in China city

2021 ◽  
Vol 236 ◽  
pp. 03024
Author(s):  
Chen Fan ◽  
Wang Shengjin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Latent Variables ◽  
Structural Equation ◽  
Service Satisfaction ◽  
The Public ◽  
Satisfaction Index ◽  
Index Model ◽  
Satisfaction Degree

The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.

Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)

2019 ◽  
Vol 74 (3) ◽  
pp. 349-370 ◽  
Author(s):  
Syed Zamberi Ahmad ◽  
Norita Ahmad ◽  
Avraam Papastathopoulos
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Impact ◽  
Two Dimensions ◽  
Content Type ◽  
Five Dimensions ◽  
Face To Face

Purpose This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model. Design/methodology/approach Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors’ satisfaction was explored using structural equation modelling. Findings The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors’ satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors’ satisfaction. Originality/value This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.

scholarly journals Perceptions Passengers on Service Quality: Public Transport in Kuala Lumpur

2018 ◽  
Vol 7 (2.29) ◽  
pp. 865
Author(s):  
Hamza Imhimmed Mohamed Irtema ◽  
Amiruddin Ismail ◽  
Muhamad Nazri Borhan ◽  
Hassan. M Abdelsalam ◽  
Abdurauf. B.Z Alshetwi ◽  
...  
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Structural Equation ◽  
Measurement Model ◽  
Kuala Lumpur ◽  
Railway Stations ◽  
Transportation Services ◽  
Equation Modelling

The quality of service is a measurement of the level of service provided against the expectations of customers. This research examines the behaviour of passengers using public transport with respect to the service quality of public transit. A questionnaire was answered by 412 passengers at one of the main railway stations, Kuala Lumpur Sentral. Empirical data were extracted based on the information collected from the survey. Structural equation modelling was used to examine the measurement model. The findings of the study reveal that public transport passengers are significantly influenced by service attributes, for example, vehicle safety, cleanliness of the facility, and management of complaints. These findings identify the important service attributes that public transportation services in Kuala Lumpur need to prioritise. This study will help ascertain whether service quality meets or exceeds the expectations of the passengers. 

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 Mahasiswa Mengenai Web Fikom Unisba

2020 ◽  
Vol 2 (3) ◽  
pp. 197-200
Author(s):  
Zulfa Haitan Rachman
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Coefficient Of Determination ◽  
Five Dimensions ◽  
Tertiary Institutions ◽  
The Public ◽  
Analysis Technique ◽  
Independent Variable ◽  
Media Data

 Abstract - The phenomenon that is happening right now is that private tertiary institutions have become something that is very much needed by the community, due to the progress of the nation. Where quality universities are seen literally by the public from the facilities and infrastructure that are owned and the satisfaction of students who are in the college environment itself. So students are able to achieve the desired goals. In this case the purpose of this study is to find out how much influence the quality of service on student satisfaction regarding the Faculty of Communication Science Unisba. Service quality consists of five dimensions, namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The sample used in this study was 40 respondents which were students of Fikom Unisba. Then the data collection in the field using online questionnaires, distributed through online media. Data analysis technique used in this study is to use SPSS. The results showed that service quality had a significant (significant) effect on student satisfaction. From the output obtained a coefficient of determination (R2) of 0.215 which implies that the influence of the independent variable (service quality) on the dependent variable (student satisfaction).   Abstrak– Fenomena yang terjadi saat ini yaitu perguruan tinggi swasta menjadi sesuatu yang sangat dibutuhkan oleh masyarakat, karena untuk kemajuan bangsa. Dimana perguruan tinggi yang berkualitas dilihat secara harfiah oleh masyarakat dari sarana dan prasarana yang dimiliki serta kepuasan mahasiswa yang berada di dalam lingkungan perguruan tinggi itu sendiri. Sehingga mahasiswa mampu mencapai tujuan yang diinginkan. Dalam hal ini tujuan penelitian ini yaitu untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan mahasiswa mengenai web Fikom Unisba. Kualitas pelayanan terdiri dari lima dimensi yaitu Reliability, Responsiveness, Assurance, Empathy, dan Tangibles. Sampel yang digunakan dalam penelitian ini adalah 40 responden yang dimana mahasiswa Fikom Unisba. Kemudian pengumpulan data dilapangan dengan menggunakan angket secara online, disebarkan melalui media online. Teknik analisis data yang digunakan dalam penelitian ini yaitu dengan menggunakan SPSS. Hasil penelitian menunjukkan kualitas pelayanan berpengaruh nyata(signifikan) terhadap kepuasan mahasiswa. Dari output tersebut diperoleh koefisien determinasi (R2) sebesar 0,215 yang mengandung pengertian bahwa pengaruh variabel bebas (kualitas pelayanan) terhadap variabel terikat (kepuasan mahasiswa).    

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