scholarly journals Sensory Marketing in the Quality of Service of the Hotel El Libertador in the City of Riobamba

2021 ◽  
Author(s):  
Diana Carolina García Mayorga ◽  
Jorge Antonio Vasco Vasco ◽  
Juan Carlos Montufar Guevara
Keyword(s):  
Quality Of Service ◽  
Visual Perception ◽  
Service Quality ◽  
Auditory Perception ◽  
Marketing Strategies ◽  
Existing Problems ◽  
Sensory Marketing ◽  
Palabras Clave ◽  
The City

This research aimed to improve the perception of the quality of service of the Hotel El Libertador by means of sensory marketing elements to improve the tourist experience. The study variables were derived from the visual, auditory and kinesthetic perceptions related to the quality of service. In addition, an analysis was performed with the EEG MindWave Mobile 2 biometric equipment, to understand the levels of attention, meditation and blinking. In terms of visual perception, it was determined that attention should be paid to the clothing of the staff (27.6%) and signage (40.9%). The elements of the auditory perception of the hotel had low ratings because the hotel has not implemented elements of auditory sensory marketing in the facilities. Four of the seven elements of the kinesthetic perceptions were not attended and had a weight between 38.3% and 46.7%. As a result of these analyses, a sensory marketing proposal was suggested, which included visual, auditory and kinesthetic marketing strategies, to provide a solution to the existing problems with the hotel facilities. Based on the biometric equipment results, a proposal was made for sensory marketing strategies with elements of experiential communication to be used in the hotel’s facilities which would also improve the perception of service quality. Keywords: sensory marketing, perception, tourism, senses, quality of service, neuromarketing. Resumen La investigación tuvo como objetivo mejorar la percepción en la calidad de servicio del HOTEL EL LIBERTADOR, por medio de elementos de marketing sensorial mejorando la experiencia del turista. La investigación es de tipo correlacional, las variables de estudio se desprenden de la percepción visual, auditiva y kinestésica relacionada con la variable calidad del servicio, además se realizó un análisis con equipo biométrico EEG MindWave Mobile 2 en las instalaciones de la empresa para identificar los niveles de atención, meditación y parpadeo. En los elementos de percepción visual se determinó que se debe prestar atención a la vestimenta del personal que tiene un 27,6% y la señalética 40,9%. Los elementos de la percepción auditiva del hotel tienen una baja calificación porque el hotel no ha implementado elementos de marketing sensorial auditivo en las instalaciones, 4 de los 7 elementos de la percepción kinestésica no han sido atendidos y tienen una ponderación entre 38,3% a 46,7% Por medio de este análisis se planteó una propuesta de marketing sensorial para dar solución a la problemática existente en las instalaciones del hotel, la misma que contiene estrategias de marketing visual, auditivo y kinestésico. Mediante la obtención de resultados y análisis realizados con equipos biométricos, se pudo determinar estrategias de marketing sensorial con elementos de comunicación experiencial en las instalaciones de la empresa hotelera que permita mejorar la percepción de la calidad de servicio. Palabras clave: marketing sensorial, percepción, turísmo, sentidos, calidad de servicio, neuromarketing.

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

scholarly journals PENGARUH TINGKAT RELIGIUSITAS, KUALITAS LAYANAN TERHADAP KEPUTUSAN MENABUNG DAN INFORMASI SEBAGAI VARIABEL MODERATING

2018 ◽  
Vol 12 (2) ◽  
pp. 365-387
Author(s):  
Irham Pakkawaru
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Primary Data ◽  
Islamic Banking ◽  
Analysis Techniques ◽  
Economics Students ◽  
Saving Decisions ◽  
The City ◽  
Level Variable

This study aims to find empirical evidence regarding the effect of the level of religiosity, the quality of service on saving decisions of the Faculty of Economics students in Islamic banking and information as a moderating variable. The sample used was students majoring in economics in the city of Palu. The type of data used is primary data with analysis techniques using multiple linear regression and hypothesis testing using simultaneous analysis (F test) and partial (t- test). The results of this study indicate that simultaneously the level of religiosity and service quality variables significantly influence saving decisions. Partially only the service quality variable (X2) has a significant effect on saving decisions (Y). While the religiosity level variable does not have a significant influence on saving decisions (Y), and Information does not moderate or not as a moderating variable.

scholarly journals The quality of service to residents by public administration on the example of municipal offices in Poland

2021 ◽  
pp. 132-150
Author(s):  
Radosław WOLNIAK ◽  
Izabela JONEK-KOWALSKA
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
Public Services ◽  
Positive Impact ◽  
The Impact ◽  
The City

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

scholarly journals Public Intention on Bandung Tour on Bus

2020 ◽  
Vol 2 (1) ◽  
pp. 13-16
Author(s):  
Tezza Anwar ◽  
Yessy Puspita
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Negative Impact ◽  
Statistical Testing ◽  
Community Satisfaction ◽  
Verification Method ◽  
Community Interest ◽  
The Government ◽  
The City

Bandung is known as the capital of West Java. Bandung also develops as a culinary city. As a form of the Government's responsibility to facilitate tourists who come to Bandung, the Government has officially announced the "Bandros" Tourism Bus (Bandung Tour on Bus). But practically, there are many problems faced by stakeholders. Standardization of prices among passengers, limits on the number of buses that cannot serve passengers, unclear routes including departures and arrivals, unhealthy management for safety factors and an increase in the number of passengers that have a negative impact due to the quality of service. The purpose of this study is to describe service quality, community satisfaction and community interest in reusing Bandros, and also to obtain the results of an analysis of the extent to which service quality affects community satisfaction and its impact on community interest in reusing Bus Bandros. In this study, researchers used the descriptive-verification method. This method is used to verify the quality of service perception, community satisfaction and community intentions to reuse Bus Bandros by involving 500 respondents who wish to use Bus Bandros. The distribution and selection of respondents was carried out using convenience sampling. Path analysis is also used in this study. Based on the results of the statistical testing process found significant perceptions between service quality variables and brand image with public interest in the city of Bandung to use Bus Bandros. For recommendations in this study, clarity of information can increase the public's intention to use Bus Bandros, because the information submitted will provide clarity in order to increase public intention to ride Bus Bandros.

scholarly journals THE EFFECT OF SERVICE QUALITY AND RELATIONAL EFFORTS ON TRANSACTION SATISFACTION, RELATIONAL OUTCOME AND CUSTOMER RETENTION IN RETAIL BUSINESS IN THE CITY OF BANJARMASIN

2019 ◽  
Vol 7 (10) ◽  
pp. 113-120
Author(s):  
Noor ritawaty
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Significant Influence ◽  
Services Quality ◽  
Customer Retention ◽  
Relational Satisfaction ◽  
Retail Business ◽  
Relational Outcomes ◽  
The City

ABSTRACT The study aims to analyze the influence of the services quality and relational efforts relational satisfaction, relational outcomes and retention of customers in the retail business in the city of Banjarmasin. The population in this study is the consumer supermarket in the city of Banjarmasin, such as Hypermart, Giant. Lottemart, and Ramayana Robinson. Given the respondents in this study is homogeneous, so that the sample collection technique is systematic random sampling with selected respondents must meet predetermined criteria standards. because the population is not limited to, the proportional method used to determine the number of samples as many as 200. Data analysis  using SPSS and AMOS 20.0 software. From the test results that, only 7 hypothesis  have a significant effect, namely: services Quality has significantly influence to customer satisfaction of retail transactions in Banjarmasin. Quality of service is a significant effect on the retention of retail customers in the city of Banjarmasin. Relational Efforts significant effect on satisfaction of customer transactions in Banjarmasin. Relational efforts has significant influence to outcome relational. Satisfaction transaction has significant influence to outcome relational retail customers in the city of Banjarmasin.  Transactions Satisfaction has significant effect to the customer retention of retail customers in the city of Banjarmasin. Outcome relational has significant effect on the customersretention in the city of Banjarmasin.While two other hypothesis has not significant are: Quality of service not significant effect on relational outcomes retail customers in the city of Banjarmasin. Efforts relational no significant effect on the retention of retail customers in the city of Banjarmasin.   Keywords: Service Quality, Relational Effort, Transaction Satisfaction, Relational Outcomes, Customer Retention

scholarly journals Medición de la calidad de servicios hoteleros de Manta, Ecuador a través del modelo HOTELQUAL

ECA Sinergia ◽  
2020 ◽  
Vol 11 (2) ◽  
pp. 155
Author(s):  
Alexandra Jacqueline Loor Moreira ◽  
Andrea Viviana Zambrano Barcia ◽  
Isaura Vanessa Peña Vélez ◽  
Johnny Edison Ponce Andrade
Keyword(s):  
Quality Of Service ◽  
Quantitative Method ◽  
Measurement Scale ◽  
Improvement Plan ◽  
Speed Measurement ◽  
Palabras Clave ◽  
The City

  Esta investigación se centra en hoteles y hostales de la ciudad de Manta, Ecuador; para evaluar la calidad del servicio que estos brindan a sus clientes a través de la escala de medición HOTELQUAL con una evaluación de 3 dimensiones (instalaciones, personal y organización), con el fin de que los establecimientos conozcan aciertos y errores para poder retroalimentarse y plantearse un plan de mejoras que contribuya al crecimiento de su empresa. Se utilizó un método cuantitativo, haciendo uso de la escala de likert y se realizó in situ observando y bajo la vivencia del servicio recibido que permitió obtener como resultado que a nivel general la calidad de servicio ofertada por estas empresas cumple con el nivel de satisfacción del cliente, pero existen tres aspectos que presentaron debilidad siendo estos: medición de resolución eficaz de problemas, medición de rapidez de servicios y base de datos para reducir tiempo de registro.   Palabras clave: comportamiento del consumidor; promoción turística; estrategia de marketing; factor de competitividad.   Abstract This research will focus on hotels and hostels in the city of Manta, Ecuador; and will evaluate the quality of service they provide to their customers through the SERVQUAL measurement scale with an evaluation of its 5 dimensions in order to establish know their successes and mistakes to be able to get feedback and consider an improvement plan that contributes to the growth of your company. This study uses a quantitative method, making use of the likert scale for the determination of results. The data was carried out in situ observing and under the experience of the service received, which allowed obtaining as a result that in general the quality of service offered by these companies meets the level of customer satisfaction, but there are three aspects that showed weakness, these being efficient problem solving, speed measurement of services and databases to reduce registration time.   Keywords: consumer behavior; tourism promotion; marketing strategy; competitiveness factor.

scholarly journals The Effect of Service Quality and User Value on the Satisfaction and Loyalty of Users at Library and Archives of Padang City

2020 ◽  
Vol 8 ◽  
pp. 538-551
Author(s):  
Sefni Hayati ◽  
Heryanto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Method ◽  
Analysis Technique ◽  
Library Users ◽  
User Value ◽  
The City

This study aims to determine and analyze the effect of service quality and user value on the satisfaction and loyalty of users at the Padang City Library and Archives Service. The sample used was 100 respondents. The sampling technique is purposive sampling. The data is processed using SPSS 16. The type of data used is primary data by distributing questionnaires. Data analysis method with path analysis technique. The results of the study found that the quality of service had a significant effect on the loyalty of users at the Padang City Library and Archives Service, the value of users had a significant effect on the loyalty of users at the City of Library and Archives Service, the quality of service had a significant effect on the satisfaction of visitors at the Department of Library and Archives of Padang, the value of users have a significant effect on the satisfaction of library users in the Padang City Library and Archives Office, satisfaction has a significant effect on the loyalty of users in the Library and City Archives Office in Padang, the quality of service through satisfaction has no effect on loyalty and so does the value of users through satisfaction does not affect the loyalty of users in the Padang City Library and Archives Service.

scholarly journals The Effect of Service Quality on Passenger Satisfaction at PT. Indonesian National Shipping (PELNI) in Jayapura City

2021 ◽  
Vol 3 (4) ◽  
pp. 61-66
Author(s):  
Mesak Rumsowek ◽  
Roland Everson Binur ◽  
Lazarus Ramandei
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Methods ◽  
Service Needs ◽  
Passenger Satisfaction ◽  
Answer Category ◽  
Physical Form ◽  
The City ◽  
Made In

The objectives of this study are 1) to determine the effect of service quality on passenger satisfaction at PT Pelayaran Naisional Indonesia (PELNI) Jayapura City, 2) knowing the efforts made in improving service quality on passenger satisfaction at PT Pelayaran Nasional Indonesia (PELNI) Jayapura City. This type of research uses quantitative methods. The total population for this study amounted to 424 people. The number of samples taken in this study was 30 people. Sampling was done using a random sampling method. Based on the author's results, it concerns the quality of passenger service at PT. The Indonesian National Shipping in the city of Jayapura, the quality of service provided to passengers/customers, both in terms of physical form, empathy, responsiveness, reliability and assurance so that the quality of service needs to be improved, and the company must pay attention to things that are considered important by customers who use the services of PT. Pelni, so that customers feel satisfied. Conclusion of passenger satisfaction at PT. The Indonesian National Voyage (PELNI) of Jayapura city has been accomplished well. This is evident from the respondent's answer to the answer category (yes) at the highest level as well. This means that with regard to passenger / customer satisfaction, it turns out that it has given the trust to passengers.

scholarly journals PENGARUH LOKASI, KUALITAS PELAYANAN, FASILITAS DAN SUASANA LINGKUNGAN TERHADAP KEPUASAN PENGUNJUNG KEBUN RAYA BOGOR

2019 ◽  
Vol 15 (1) ◽  
pp. 47-55
Author(s):  
Rizal Bakti ◽  
Nadya Oktafiani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
T Test ◽  
Tourist Attraction ◽  
Location Service ◽  
Botanical Gardens ◽  
Visitor Satisfaction ◽  
Regression Test ◽  
The City

Bogor Botanical Gardens is a natural tourist attraction in the city of Bogor which has a variety ofex-situ plants as its appeal. The number of domestic and foreign tourists visiting the BogorBotanical Gardens experienced a fluctuating development, It’s expected to improve the quality andquality of services and facilities that remain to be maintained.The result of regression test showsthat 75,1% of visitor satisfaction factors can be explained by location, service quality, facilities, andvisitor's ambience while the rest 24,9% is explained by other factors not examined in this research.While the result of F test shows that simultaneously location variable, service quality, facility, andvisitor atmosphere simultaneously have positive and significant effect to visitor satisfaction withresult of analysis that is Fcount = 75,460> Ftabel = 2,460. The result of T test shows that the locationvariable shows the result of analysis tcount(2.044), quality of service ttable (2,236), ttable facility (2,678)and transient environment (3,036) where ttable (1,985), partially all variable have positive andsignificant effect to satisfaction Visitors Bogor Botanical Garden.The variables that dominate thevisitor satisfaction of Bogor Botanical Gardens are the environment of atmosphere.

scholarly journals “Analysis Influence Brand Equity and Service Quality to Costumer Satisfaction Users Blackberry Curve 9300 District Sario Manado ”

2012 ◽  
Vol 1 (1) ◽  
Author(s):  
Ferdy Roring
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
The City ◽  
Variable Quality

Research In Motion (RIM) is the official producer of mobile phones that are currently most popular especially in Indonesia which is the Blackberry. Indonesia is a large market share to Blackberry because of Indonesia's population. 47 percent mobile circulating in Indonesia is Blackberry.The goal of this research is to know the influence of quality of service and brand equity to the satisfaction of consumer users blackberry curve 9300 district Sario the city of manado.In this research, the methods of analysis used is regression analysis method. The population was taken is the blackberry curve 9300 user with samples as much as 100 people. Sampling techniques research using simple random sampling.Research results by using regression analysis showed that partially variable quality of service significantly influential to the variable satisfaction but rather to brand equity, does not affect the consumer's satisfaction. And simultaneously variable quality of service and significant impact on brand equity consumer satisfaction.For the RIM Blackberry mobile phone manufacturers should be as much again to improve the quality of service that is better to consumers so that consumers do not migrate or switch to other parties. More manufacturers to optimize quality of service to the higher customer satisfaction. The RIM also should pay attention to brand equity. If the RIM is not paying attention to the brand equity will be decreased to the level of consumer satisfaction that have an impact on decreasing the level of product sales.Keywords: service quality, brand equity, and customer satisfaction

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