scholarly journals Factors affecting customer satisfaction with the quality of services: empirical evidence at Da Nang international airport, Vietnam

2017 ◽  
Vol 7 (3) ◽  
pp. 61-74 ◽  
Author(s):  
Phan Thanh Hai ◽  
Le Duc Toan ◽  
Vo Viet Tam ◽  
Mai Thi Thuong
Keyword(s):  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Quality Of Services ◽  
Factors Affecting ◽  
International Airport

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.

scholarly journals 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 satisfaction on 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.

An Analysis of the Customer Satisfaction from Service Quality of Himalaya Airlines

2018 ◽  
Vol 5 (2) ◽  
pp. 69-71
Author(s):  
Bishnu Prasad Jamkatelsh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Level ◽  
Factors Affecting ◽  
International Airport ◽  
Employee Behaviors ◽  
Independent Variable

The main objective of the study was to find out customer satisfaction of Himalaya airlines and analyzed the factors affecting customer satisfaction level. One hundred structured closed ended questionnaires were developed and distributed among the passengers who travelled through Himalaya airlines at Tribhuvan International airport (Kathmandu, Nepal) to collect data for result. In order to examine the effect, customer satisfaction was taken as dependent variable and ticket fares, airport services, employee behaviors, flight reliability and in-flight services were taken as independent variable. The users of   Himalaya airlines in general were satisfied. It is suggested to the management to focus on fares in comparison with competitors.Int. J. Soc. Sc. Manage. Vol. 5, Issue-2: 69-71

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.

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

scholarly journals Significance of Criteria and Resulting Significance of Factors Affecting Quality of Services Provided by Lithuanian Road Freight Carriers

2017 ◽  
Vol 187 ◽  
pp. 513-519
Author(s):  
Ieva Meidutė-Kavaliauskienė ◽  
Dragisa Stanujkic ◽  
Aidas Vasilis Vasiliauskas ◽  
Virgilija Vasilienė-Vasiliauskienė
Keyword(s):  
Quality Of Services ◽  
Factors Affecting ◽  
Road Freight

scholarly journals Development of QoS Evaluation Algorithm for MQTT Protocol with Reference to Threat Model

2019 ◽  
Vol 8 (6) ◽  
pp. 1557-1562 ◽  
Keyword(s):  
Third Party ◽  
Quality Of Services ◽  
Network Attack ◽  
Factors Affecting ◽  
Threat Model ◽  
Evaluation Algorithm ◽  
Iot Devices ◽  
Device Interaction ◽  
Qos Evaluation

MQTT protocol is publishing-subscribing model for IoT communication. In case of Quality of Services analysis, it is important to check the request and responses between publisher and subscriber. Any threat in communication channel is mostly leads to delay in operation. Hence, if we able to identify the delay parameter, we can suggest by means of QoS that there is a immediate need of security check for IoT system. As many IoT devices performed in unchecked, complicated, and often aggressive surroundings, safe-guarding IoT units present many different challenges. The key purpose for support quality degradation of IoT device interaction can be harmful attacks. Plenty of gadgets are often susceptible to port attacks/botnets hits, such as network attack events, which usually assessed by performing QoS Analysis. To start with factors affecting Quality of Services (QoS), in this paper we developed QoS evaluation algorithm “MQoS” for MQTT protocol and considered QoS-0 as an evaluation parameter. This paper refers the threat model which represents the flow of threats for proposed case study and can help to identify QoS by evaluating the possible communication threats. End–to-end device communication requests and responses are needed to be evaluated for large systems to get the actual QoS parameters for that system. For this reason the actual QoS tests will be conducted for third party applications.In this paper we presented results of MQTTv311 simulation for cooling sensor system.

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

scholarly journals The Quality of the Decision-Making Process in Road Transport

2019 ◽  
Vol 1 (1) ◽  
pp. 85-92
Author(s):  
Robert Sałek
Keyword(s):  
Decision Making ◽  
Transport Process ◽  
Road Transport ◽  
Quality Of Services ◽  
Decision Making Process ◽  
Factors Affecting ◽  
Management Level ◽  
Transport Services ◽  
Preparatory Stage

Abstract The issue of quality is a very important aspect of the operation of transport companies. In relation to the area of their activity it primarily focuses on the quality of services provided, which can be verified e.g. on the basis of timeliness of deliveries or accepted complaints. This allows for examining the quality after providing the service in order to take future pro-quality actions. However, is it possible to affect the quality of services provided before their provision? The transport process itself is preceded with a range of actions taken within the framework of detailed planning and organization, which can significantly influence the quality of services. The decisions made at the management level are conditioned by many factors determining the course of future events, however, this is not always enough to make the process run uninterruptedly. Therefore, it is important to structure basic actions at the initial stage so as to allow the smooth conduct of the decision-making process for the specific task in order to subsequently focus on the detailed analysis of the actions planned. In the paper, the author attempts to characterize the fundamental factors affecting the decisions taken during the planning and organization of the transport process. The objective of the conducted research is to verify initial decisions and their significance for the improvement in the quality of transport services provided. There was conducted the algorithmization of actions and interpretation of their importance for the quality of decisions taken at the preparatory stage and during transport.

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