Servqual used in a Vodafone India

2017 ◽  
Vol 8 (4) ◽  
pp. 98
Author(s):  
Aashima Sharma ◽  
Nakul Solanki
Keyword(s):  
Joint Venture ◽  
Research Study ◽  
Quality Of Services ◽  
Telecommunication Services ◽  
Two Parameters

Vodafone India is a leading telecomm services provider in India. It is a subsidiary of Vodafone, a British Telecommunication giant. After the acquisition of Hutch (Joint Venture of Hutchison and Essar) by Vodafone, the company has shifted its focus to the Indian markets and has managed to capture a significant portion. To understand the performance of the telecommunication services by Vodafone India, we have undertaken a research study through the Servqual Instrument which measures the quality of services on twenty two parameters.

scholarly journals Penerapan Standar Operasional Prosedur Pada Klinik Utama Vincentius Kristus Raja Surabaya

2021 ◽  
Vol 13 (2) ◽  
pp. 146-155
Author(s):  
Jeanne Asteria Wawolangi ◽  
Anita Permatasari
Keyword(s):  
Research Study ◽  
Standard Operating Procedures ◽  
Quality Of Services ◽  
Public Health Services ◽  
Clinic Foundation ◽  
Health Clinics ◽  
Standard Operating ◽  
Long Time

Vincentius Kristus Raja (KR) Main Clinic aims to serve patients effectively and economically in an effort to improve the quality of public health services, especially in Surabaya. This type of research is descriptive qualitative in the form of a case study, to assess the implementation of standard operating procedures at the Vincentius Kristus Raja Main Clinic. Relevant data collection was carried out using questionnaires distributed to personnel related to standard operating procedures. The results of the research study according to the questionnaire indicate that the operational implementation is in accordance with the standard operating procedures that have been set based on the policies of the leadership and the Vincentius Kristus Raja Main Clinic Foundation. Compliance with standard operating procedures is very important because standard operating procedures are guidelines or references for carrying out tasks and work in accordance with their functions. The conclusions and suggestions from this study are that although compliance with standard operating procedures is adequate, the Vincentius Kristus Raja Main Clinic needs to develop and improve the quality of services, especially better communication with patients, both new patients and patients who have been on treatment for a long time at the Vincentius Kristus Raja Main Clinic. Considering that there are now many new health clinics that can be competitors for the Vincentius Kristus Raja Main Clinic, there must be a good response to this phenomenon. The emergence of these new competitors requires the Vincentius Kristus Raja Main Clinic to be able to be competitive in order to face the existing competition by improving the quality and quality of service for patients.

scholarly journals Empirical Analysis of the Influence of Digital Marketing Elements on Service Quality Variables in the Small- and Medium-Sized Enterprises Sector in the Republic of Serbia

2021 ◽  
Vol 13 (18) ◽  
pp. 10264
Author(s):  
Aleksandar Brzakovic ◽  
Tomislav Brzakovic ◽  
Darjan Karabasevic ◽  
Gabrijela Popovic
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Research Study ◽  
Digital Marketing ◽  
Quality Of Services ◽  
Continuous Growth ◽  
Good Practices ◽  
Marketing Activities ◽  
The Republic

Understanding users’ needs, the continuous growth of the quality of a rendered service, and the differentiation of services is imperative in order to attract new users and retain the existing ones. Numerous authors have conducted different empirical research studies to this day, and those studies have mainly dealt with the influence of the quality of services on user satisfaction and loyalty. This paper has made a step forward by including in the research an analysis of the influence of certain elements of digital marketing activities on service quality variables. The research study is aimed at determining how digital marketing elements influence service quality variables in the small- and medium-sized enterprises sector (SMEs) in the Republic of Serbia. This research study should help perceive the interdependence and the degree of the influence between the said elements, which may be helpful to managers of SMEs for preparing the plans, strategies and good practices that increase user satisfaction and loyalty.

scholarly journals Quality of Service in Mobile Telecommunications in Albania – Application of Marketing Strategies

2019 ◽  
Vol 13 (3) ◽  
pp. 2005-2018
Author(s):  
Gjoni Mario
Keyword(s):  
Quality Of Service ◽  
Mobile Services ◽  
Marketing Strategies ◽  
Primary Data ◽  
Quality Of Services ◽  
Integrated Marketing ◽  
Integrated Marketing Communication ◽  
Telecommunication Services ◽  
The Past

The sector of telecommunication services in Albania has undergone enormous changes over the past two decades. The decline in fixed services in number in prices but more importantly the decline in the use and perception of customers and the amazing growth of mobile services were mostly observed in any city in Albania. This paper takes into consideration mobile services and their marketing strategies, as they reach this market and how to fulfill their objectives. The focus of this study in marketing strategies and marketing mix will be specifically the quality of service that is offered by cellular companies in Albania. Also, the strategy applied will be tested if it delivers or better to say the translation in the quality perceived by the customer and their assessment of their respective companies. The study was conducted in the Albanian market in the years 2016-2017. The study will include a representative sample for the Albanian market and measure and compare the quality of services through instruments such as Servqual. In the data analysis it shows that there are statistically significant differences in the quality offered by mobile companies in Albania and the quality perceived by the client, even though the services offered, packages and products are of a more homogeneous nature. The primary data obtained in this study indicate that companies in addition to suitable marketing strategies and benchmarking with other market players should bear in mind the integrated marketing communication and placing customer and values at the center of services offered.

Cultural Competency Methodological and Data Strategies to Assess the Quality of Services in Mental Health Systems of Care

2002 ◽  
Author(s):  
Carole Siegel ◽  
Gary Haugland ◽  
Ethel Davis Chambers ◽  
Carmen Aponte ◽  
Ralph Blackshear ◽  
...  
Keyword(s):  
Mental Health ◽  
Health Systems ◽  
Cultural Competency ◽  
Systems Of Care ◽  
Quality Of Services ◽  
Mental Health Systems

PENGARUH KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP SIKAP DALAM PENGGUNAAN SISTEM APLIKASI DENGAN KEMUDAHAN PENGGUNAAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI ONLINE (GOJEK) DI YOGYAKARTA

2019 ◽  
Vol 27 (2) ◽  
pp. 119-133
Author(s):  
Putri Aprilia Isnaini ◽  
Ida Bagus Nyoman Udayana
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Information Quality ◽  
Sampling Technique ◽  
Ease Of Use ◽  
Quality Of Services ◽  
Quality Of Information ◽  
Transportation Services ◽  
Application Systems

This writing is done to determine the effect of information quality and service quality on attitudes in the use of application systems with the ease of use of the system as an intervining variable in online transportation services (gojek) in Yogyakarta. The sample in this study is customers who use online motorcycle transportation services in Yogyakarta. The sampling technique uses accidental sampling technique. Data collection is done by distributing online questionnaires through the Goegle form and distributed with social media such as WhatsApp and Instagram on a 1-4 scale to measure 4 indicators. The results of this study show 1) the quality of information affects the ease of use, 2) the quality of service affects the ease of use, 3) the quality of information influences attitudes in use, 4) the quality of services does not affect attitudes in use, and 5) ease of use attitude in use.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Implementasi Manajemen Mutu Terpadu Dalam Memberikan Layanan Untuk Meningkatkan Prestasi Peserta Didik di SLB YPAC Pangkalpinang

2019 ◽  
Vol 2 (2) ◽  
pp. 265-278
Author(s):  
Diah Rina Miftakhi ◽  
Nurjanah Nurjanah
Keyword(s):  
Quality Management ◽  
Data Collection ◽  
Human Resources ◽  
Learning Process ◽  
School Environment ◽  
Quality Of Services ◽  
Teaching Staff ◽  
Learning Material ◽  
Analysis Model

describe the implementation of an integrated quality management component consisting of the quality of services provided by the school, human resources in teaching, the school environment, and learning process  in SLB YPAC Pangkalpinang.               The method used in this study, namely by using a naturalistic qualitative approach. Data collection is done through observation, interviews, and documentation. The subjects of this study include the principal, teachers, employees, and students. The validity of the data is done by triangulation, and deeper observation. Analysis of the data used is the interactive analysis model of Miles and Huberman through data collection, data reduction, data presentation, and conclusion drawing.              The results showed that: (a) the quality of services to students in SLB YPAC Pangkalpinang had met good service standards. This can be seen from the services in the form of facilities and infrastructure which are quite complete in schools; (b) the quality of human resources in the education process shows good teacher resources. This can be seen from the teacher data which shows that the teaching staff at SLB YPAC Pangkalpinang 95% of educators with S1 qualifications in the field of education; (c) the quality of the environment in SLB YPAC Pangkalpinang is already good. This can be seen from the very strategic location of the school because the location of the school is in the middle of the city so that it is easily accessible by the community; (d) the quality of the learning process carried out by teachers at Pangkal Pinang YPAC SLB is good. This can be seen from the realization of the form of activities through learning planning by preparing lesson plans for each subject, then implementing learning, which includes strategies and methods used by teachers in delivering learning material, and evaluation of learning. Keywords: Integrated quality management, student achievement     ABSTRAK Tujuan dalam melaksanakan penelitian ini  adalah untuk melihat pelaksanaan serta mendeskripsikan implementasi  komponen Manajemen Mutu Terpadu yang terdiri dari kualitas layanan yang diberikan sekolah, sumber daya manusia dalam mengajar, lingkungan sekolah, dan proses pembelajaran di SLB YPAC Pangkalpinang. Metode yang digunakan dalam penelitian ini, yaitu dengan menggunakan pendekatan kualitatif naturalistik. Pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Subyek penelitian ini antara lain kepala sekolah, guru, pegawai, dan peserta didik. keabsahan data dilakukan dengan triangulasi, dan pengamatan yang lebih mendalam. Analisis data yang digunakan adalah model analisis interaktif Miles dan Huberman melalui kegiatan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa: (a) mutu layanan terhadap peserta didik di SLB YPAC Pangkalpinang sudah memenuhi standar layanan yang baik. Hal ini dilihat dari layanan yang berupa fasilitas sarana dan prasarana yang sudah cukup lengkap di sekolah; (b) mutu sumber daya manusia dalam proses pendidikan menunjukkan sumber daya guru yang baik. Hal ini dapat dilihat dari data guru yang menunjukkan bahwa tenaga pengajar di SLB YPAC Pangkalpinang 95% pendidik berkualifikasi S1 bidang kependidikan; (c) mutu lingkungan yang ada di SLB YPAC Pangkalpinang sudah baik. Hal ini terlihat dari letak sekolah yang sangat strategis karena lokasi sekolah yang berada di tengah kota sehingga mudah dijangkau oleh masyarakat; (d) mutu proses pembelajaran yang dilakukan oleh guru di SLB YPAC Pangkalpinang sudah baik. Hal ini dapat dilihat dari realisasi bentuk kegiatan melalui perencanaan pembelajaran dengan menyusun RPP setiap mata pelajaran, kemudian pelaksanaan pembelajaran, yang meliputi strategi dan metode yang digunakan guru dalam menyampaikan materi pembelajaran, dan evaluasi pembelajaran.

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