scholarly journals Experience and Expectation of International Students: Over Barclays Bank, Service Quality in Chester, UK

2018 ◽  
Vol 6 (10) ◽  
Author(s):  
Ms Joyce Yeoward ◽  
Mr Prapul Kumar Ashwathnarayana
Keyword(s):  
International Students ◽  
Banking Sector ◽  
Gap Analysis ◽  
Service Industry ◽  
Services Quality ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
Business Market ◽  
Positive Score

In the 21stcentury service industry has grabbed and changed the phenomenal look of the business market, as service is an endless endeavor of any product, which is delivered as soon the product is launched in the market, and people are more depended on services, which has become an essential needs for them. When service is delivered to the customer the services providers’ has to maintain the quality of services, which might be beyond the expectation of the consumers, which will lead in a better level of satisfaction and elevate the organizations reputation. In the banking sector the main expectation of the customers is assurance, reliability, responsiveness taken by the bank, if the consumers are pleased by the services, then the bank accomplishes the purpose of satisfying the customer and delivering all their needs. In this research the researcher has considered the aspects of satisfying the expectations of customer, through the values of services quality and to understand the gap between experience and expectation by adopting SERVQUAL model and gap analysis, these helped the researcher to showcase the services quality provided by the Barclays bank Chester to the international students. By adopting the above model the researcher has conferred that the services provided by the Barclays bank has tried to satisfy the customer and the overall gap of expectation and satisfaction has showed positive score of (+ 2.26) this also describes that by providing more better and quality services, the customer satisfaction score can be improved. This also can be observed in future by carrying out other research programs on the same topic on larger demographic or international scale.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals Measuring quality of service and its outcomes: an econometric model

2013 ◽  
Vol 01 (01) ◽  
pp. 28-36
Author(s):  
Ali Khan
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Banking Sector ◽  
Econometric Model ◽  
Services Quality ◽  
Quality Of Services ◽  
Quality Model ◽  
Good Reliability ◽  
Services Sector

The Hierarchical Service Quality Model (HSQM), developed by Brady and Cronin (2001) to capture the quality of services sector, was used as base to extend it to evaluate Pakistan's banking sector services' quality and its outcomes in the form of banking sector customers'satisfaction, trust and loyalty. Sample included 240 bank-customers of six different randomly selected banks located in Islamabad-Rawalpindi area. A 5-item Likert scale questionnaire was used which yielded data on customers' responses with good reliability tests measuring Cronbach's alphas ranged from acceptable (0.70s) to good (0.80s) and very good (0.90s) levels. Econometrically modeled HSQM's replication coupled with its extensions aiming at to measure various outcomes like customers' satisfaction, trust and loyalty behaved well and yielded statistically significant results. Based on the results, the HSQM extended econometric model is recommended to measure services quality in other sectors.

Quality

2020 ◽  
pp. 166-183
Author(s):  
Julie Sin
Keyword(s):  
Health Services ◽  
Health System ◽  
Services Quality ◽  
Quality Care ◽  
System Level ◽  
Quality Of Services ◽  
Provider Perspective ◽  
Multidimensional Concept

This chapter looks at the topic of health services quality from a commissioning and whole population perspective. Quality is noted to be a multidimensional concept and dimensions of quality are considered. The role of the commissioner in maintaining and improving quality of services is explored, and this is seen within a wider backdrop of a health system with commissioner and provider functions (if there are such distinctions in the system). Commissioners need to know whether they are securing quality care for their population for the money spent. They also need an understanding of how this dovetails with the provider perspective on this topic. Commissioners also need to be able to articulate what they wish to assess in practice under the guise of quality. Finally, at a system level there are also bearings on how to compile and interpret a picture of a population’s health if needed.

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals Evaluation of the Effectiveness of Residential and Utilities Services Organizations in Volgograd Region

2020 ◽  
pp. 207-213
Author(s):  
Alexey Dmitriev ◽  
Alina Knippel
Keyword(s):  
Quality Of Services ◽  
Property Management ◽  
Public And Private ◽  
Non Profit ◽  
Funding Sources ◽  
Level Of Satisfaction ◽  
Volgograd Region ◽  
Housing Services ◽  
Utilities Services

The relevance of the study is determined by the implementation of housing reforms in Volgograd region and the need to assess their effectiveness. The object of the study is the public opinion about the current state of housing and communal services in Volgograd region. The purpose of the work is to identify the degree of satisfaction of citizens with tariffs and quality of services provided by property management companies. The methodology includes structural and statistical analysis as well as the synthesis of the results obtained from the formation of an objective and unambiguous assessment of the quality and tariffs of housing services in the region. The results obtained indicate a low level of satisfaction with the services of property management companies, herewith citizens are more dissatisfied with the level of price tariffs, while the level of satisfaction with the quality of housing and communal services is at a slightly higher level. According to the results of the study, possible directions for the improvement of the quality of services provided have been identified. The ways to reduce price tariffs by means of the optimization of funding sources by means of an effective mechanism development for public and private partnership have been suggested. In addition, the authors have determined that the control of the efficiency of residential and utilities services organizations should be transferred to the company presented by members of housing owners’ associations and other socially oriented non-profit organizations. The results of the study can be used to identify the priority areas for the improvement of housing and communal services in Volgograd region.

Customer Perceptions on Service Satisfaction with Third Party Logistics (3PL) Service

2012 ◽  
Vol 3 (4) ◽  
pp. 33-47 ◽  
Author(s):  
Socrates J. Moschuris ◽  
George F. Velis
Keyword(s):  
Call Center ◽  
Service Industry ◽  
Core Competencies ◽  
Customer Relationships ◽  
Third Party ◽  
Quality Of Services ◽  
Third Party Logistics ◽  
Profound Impact ◽  
Customer Perceptions

Today, more firms are focusing on core competencies and turning to external specialists (Third Party Logistics – 3PLs) for sophisticated logistics solutions. The 3PL service industry is characterized by customer relationships that can extend over several years, involving multiple instances of service delivery. Customers’ satisfaction level has a profound impact on attracting new customers and customer retention. This research investigates customer perceptions regarding the service offered by a medium-sized 3PL operating in Greece. Results indicate that customers are satisfied with the outfit of personnel, adequacy of knowledge, speed of service, quality of services offered, and politeness of personnel at the point of sales as well as during the delivery. The major problem stated by the respondents was the long hold on time at the call center, which causes intensity and confusion among the customers.

scholarly journals Stepping Back to Move Forward: Assessing the Quality of Maternity Health Services of Kathmandu Valley

2018 ◽  
Vol 3 (2) ◽  
pp. 125-136
Author(s):  
Kiran Bhetwal
Keyword(s):  
Emotional Support ◽  
Verbal Abuse ◽  
Quality Of Services ◽  
Kathmandu Valley ◽  
Level Of Satisfaction ◽  
Physical Resources ◽  
Convenience Sampling ◽  
Maternity Health ◽  
Intention To Revisit

This paper is the assessment of the women’s perception towards the quality of services they received during their maternity time and examining their level of satisfaction with the intention to revisit the same hospital for future services. Primary quantitative data through the distribution of questionnaire from 150 respondents using convenience sampling from five hospitals viz Nagarik Hospital, Teaching Hospital, Thapathali Hospital, KMC and Patan Hospital were collected. Majorities of the respondent were satisfied enough to return to the hospital and would happily recommend others as well. This study found that human and physical resources have the lowest average. Implying that most of the respondent felt that it was the most important factor while choosing the hospital followed by privacy, cognition, physical abuse, denial of requested care, confidentiality, emotional support, involvement of family member and finally respect, dignity and equity scores last. It means that no matter which hospital respondent went they found it most obvious to be treated with respect. It clearly shows the reason on why the hospital is investing more on the infrastructure rather than innovating and delivering higher service quality. On the serious note, a case of physical and verbal abuse also came into light during the investigation. Not much of research based policies are seen to protect such critical case.

Determinación del Grado de Satisfacción Estudiantil en una Institución Pública de Educación Superior

2019 ◽  
pp. 16-28
Author(s):  
Norma Otilia Calderon-Rios ◽  
Dorian Aguirre-Brito ◽  
Ana Luisa Zenteno-Bonola ◽  
Lucia Ordoñez-Hernández
Keyword(s):  
Continuous Improvement ◽  
Service Industry ◽  
Survey Sampling ◽  
Primary Data ◽  
Institutions Of Higher Education ◽  
Student Body ◽  
Technological Institute ◽  
Administrative Services ◽  
Level Of Satisfaction

Excellence in service is more than a competitive advantage, a requirement for any organization. The service industry has undergone a change in recent years and the institutions of higher education have not been left out of this requirement. The present study seeks to identify the level of satisfaction of the students of the Technological Institute of Toluca with the services offered. The type of research that is addressed is of a descriptive type; the information is obtained through the collection of primary data through the application of a survey, sampling is carried out by strata, considering each career offered by the Institute as a stratum. The questionnaire includes questions on a five-level Likert scale. The factors that are considered are: teaching, infrastructure and administrative services. The results obtained reveal the areas that require immediate attention from the client's perception (students), this information is the basis for developing strategies for continuous improvement. The conclusions are presented in terms of relevance to the student body, that is, the level of satisfaction as an indicator of the quality of the service provided by the Institution

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