scholarly journals Impact Of The Internet On Internal Service Quality Factors: The Travel Industry Case

2011 ◽  
Vol 19 (1) ◽  
Author(s):  
Shohreh A. Kaynama ◽  
Christine I. Black ◽  
Garland Keesling
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Business Processes ◽  
The Internet ◽  
Quality Factors ◽  
Quality Model ◽  
Internal Service Quality ◽  
Managerial Implications ◽  
The Impact

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>The growth of multichannel and pure-play companies attests to the changes that technology has brought to business processes. These changes have an effect on the quality of service delivery and customer satisfaction. In this qualitative study, the Service Quality Model was applied to gain insight into the internal service quality factors of two types of travel agencies. In addition, the impact of the Internet on quality of service was explored. The findings have theoretical and managerial implications. </span></p></div></div></div>

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Service quality in a post-crisis context: emotional effects and behaviours

2019 ◽  
Vol 38 (1) ◽  
pp. 175-198 ◽  
Author(s):  
Manuel Idrovo Arguello ◽  
Diego Monferrer Tirado ◽  
Marta Estrada Guillén
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Positive Emotions ◽  
Essential Elements ◽  
Structural Equations ◽  
Customer Engagement ◽  
Content Type ◽  
Different Dimensions ◽  
The Impact

Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.

scholarly journals Reducing convergence time along with improvement in path service quality of border gateway protocol

2018 ◽  
Vol 7 (2.31) ◽  
pp. 203
Author(s):  
Arushi Agarwal ◽  
Ayushi Pandey
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Routing Protocol ◽  
Autonomous Systems ◽  
Border Gateway Protocol ◽  
Convergence Time ◽  
The Internet ◽  
Bgp Routing

Border Gateway Protocol (BGP) is an exterior gateway routing protocol used between various autonomous systems across the internet. BGP helps in selecting the best route for the transmission of data among the users. The transmission policy followed by BGP should be such that it should increase BGP routing performances. This work aims to reduce the convergence time of the network with the improvement of QOS (Quality of Service) in the routing of Border Gateway Protocol. Our results show that we can obtain a reduced framework environment which has a best routing path with better energy and quality, along with reduction in convergence time. 

scholarly journals Emotional Touch Points as a Predictor of Service Quality in a Tertiary Care Hospital, Chennai

2019 ◽  
Vol 8 (4S3) ◽  
pp. 134-138
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Tertiary Care Hospital ◽  
Tertiary Care ◽  
Healthcare Organization ◽  
Primary Data ◽  
Emotional Engagement ◽  
Care Hospital ◽  
The Impact

The Purpose of this study is to analyze the Impact of relationship between the Five Emotional Touch points experienced at a Tertiary Care Hospital and the dimensions of Service Quality delivered by a Healthcare Organization. The Emotional Touch Points experienced by In-Patients during their stay at a Tertiary Care Hospital is under the purview of this study. This study identifies and analyses the bottlenecks experienced by the In-patients emotionally which is considered as a major impact on the Quality of Service delivered by the Healthcare Organizations. The study design is a purely descriptive design about the quality of service delivered in the process of providing In-Patient health care services. The primary data were collected through closed ended questionnaire for assessing the emotional touch points and the dimensions of Service Quality rendered by the Hospital. The statistical tools used in this study are weighted mean, correlation and regression. The results revealed that the human element -empathy expressed by the Healthcare providers towards their patients is a highly significant dimension of Service Quality reflecting on the Emotional Engagement of patients with the Healthcare Organization..

scholarly journals Measuring Service Quality Effect on Consumer Purchase Intention in Retailing

2020 ◽  
Vol 9 (3) ◽  
pp. 375-388
Author(s):  
Dr. Trilok Pratap Singh
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Qualitative Analysis ◽  
Purchase Intention ◽  
Analysis Data ◽  
Retail Stores ◽  
Consumer Purchase Intention ◽  
The Impact ◽  
Positive Effect

The objective of this research is to measure the impact of service quality on consumer purchase intention in the retail environment. Implicitly, natural and informative focus has an effect on the customer's buying intentions. For qualitative analysis, data were collected from 477 customer surveys in large retail stores. The findings of the study indicate that quality of service have a positive effect on the purchase intention of the consumer. The results also showed that consumers do not intervene with pricing in large retail stores, as consumers feel that fair pricing are charged by retailers. Most consumers depend on the reputation and efficiency of the service quality.

scholarly journals The Influence of Hospital Image and Service Quality on Discharge Against Medical Advice through Patient Satisfaction

2021 ◽  
Author(s):  
Yusriadi Yusriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
District Hospital ◽  
Medical Advice ◽  
Coefficient Of Determination ◽  
Against Medical Advice ◽  
Discharge Against Medical Advice ◽  
The Impact

The purpose of this study is to examine the impact of hospital image and quality of service on Discharge Against Medical Advice (DAMA) via patient satisfaction at Majene District Hospital. This research was performed in the hospital room of the Majene District Hospital from July to August 2020. The type of analysis used is quantitative research to explain the dependent variable's effect on the independent variable and the mediating variable. This study population was all 102 patients with DAMA at Majene Hospital, as the population was deemed limited and the whole population was sampled. The test results of the coefficient of determination of the path analysis of substructure 1 resulted in a modified R square value of 0.235. In this case, it is argued that patient satisfaction is affected by the hospital picture and quality of service by 23.5 percent. In comparison, the remaining 76.5 percent is influenced by other variables not analysed in this review. The outcome of the measurement of standardized beta coefficients, the effect of the hospital picture (X1) on patient satisfaction (Y1) is 0.228, and the service quality (X2) on patient satisfaction (Y1) is 0.325.

scholarly journals The process approach to service quality management

2018 ◽  
Vol 18 (18) ◽  
pp. 31-34 ◽  
Author(s):  
Kamila Kowalik ◽  
Dorota Klimecka-Tatar
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Process Management ◽  
Theoretical Framework ◽  
Process Approach ◽  
Service Process ◽  
Quality Model ◽  
Service Quality Management

Abstract In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

scholarly journals Menguji Loyalitas Pelanggan Restoran

2018 ◽  
Vol 14 (2) ◽  
pp. 121-128
Author(s):  
Sabar Sabar
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Analysis Technique ◽  
Managerial Implications ◽  
Improve Service Quality ◽  
Restaurant Owners

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.  

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.

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