The effect of service quality factors on customer satisfaction in welfare facilities for the elderly

2018 ◽  
Vol 8 (4) ◽  
pp. 59-77
Author(s):  
Gil jun You
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
The Elderly ◽  
Quality Factors

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.

scholarly journals Research factors impact on customer satisfaction in Vietnam restaurants

2020 ◽  
pp. 389-400
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Food Service ◽  
Perceived Quality ◽  
Quality Factors ◽  
Research Results ◽  
Quality Product

Along with changes in Economy, Tourism and the influence of foreign waves, the market of Food Service in Vietnam has also changed to meet the needs of customers. At many restaurants in Vietnam, customer satisfaction can greatly affect restaurant revenue. Therefore, it is essential to determine which perceived quality factors affect customer satisfaction. The survey was conducted through questionnaires collected from 329 respondents, who experienced in restaurant services in Vietnam. In this paper, four factors are found that have influence on customer satisfaction in restaurants: Service quality, Product quality, Environment and Price. In addition, the research also gives some contributions based on the research results, helping businesses understand customers and meet customer satisfaction requirements in the restaurant.

scholarly journals E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model

2018 ◽  
Vol 5 (6) ◽  
pp. 4808-4819 ◽  
Author(s):  
Sathiyavany, N ◽  
Shivany, S
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Conceptual Model ◽  
Empirical Test ◽  
Research Work ◽  
Internet Banking ◽  
Online Banking ◽  
Quality Factors ◽  
Banking Services ◽  
Banking Service

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to  e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.

scholarly journals The Influence of Service Quality to the Customer Satisfaction and Revisit Interest of Saporkren Ecotourism at Raja Ampat Regency

2021 ◽  
Vol 16 (2) ◽  
pp. 21
Author(s):  
Robinsar Jogi Yoshua Manullang ◽  
Siti Jahroh ◽  
Kirbrandoko
Keyword(s):  
Quality Of Life ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Local Community ◽  
Equation Modeling ◽  
Quality Factors ◽  
Buffer Zones

Ecotourism is a nature tourism that focuses on a protected area or area that contributes to the welfare of the local community and conservation and education for the community. Meanwhile, as much as 98.9 percent of the forest area under its management rights is still controlled by corporations and capital owners. While the rest which is no more than 1.1 percent of the area of ​​forest management rights is controlled by the community. Enhancing the role of forest areas, especially conservation forests, needs to be done to improve the quality of life of communities around the buffer zones. The purpose of this study is to identify service quality factors that influence customer satisfaction and interest in ecotourism visits in Saporkren, and formulate ecotourism marketing strategies in Saporkren. This is done to increase the number of ecotourism visitors in Saporkren, which of course will provide increased income for the community and improve the quality of life of the Saporkren people. The population in this study were visitors from the Saporkren ecotourism. The sampling technique uses accidental sampling and purposive sampling. The selected respondents were tourists who were visiting Saporkren and were found by researchers and tourists who had visited Saporkren at least once in the past one year. Endogenous variables (Y) and (Z) in this study are consumer satisfaction and interest in return visits. Exogenous variables (X) in this study are tangibles, reliability, responsiveness, assurance, and empathy. The data processing technique used in this study is Structural Equation Modeling (SEM) with LISREL 8.7 software. Based on the results of the study, only three out of five service quality factors were identified that affected customer satisfaction, namely tangible, reliability, and assurance. And in this study, consumer satisfaction is proven to affect the interest in a repeat visit. After that, from the interviews and Focus Group Discussion (FGD), a strategy that could be implemented in ecotourism in Saporkren was formulated to explore potential tourism that could be exploited in addition to birdwatching for tangibles, and to train and certify tour guides in Saporkren for reliability and assurance.

scholarly journals An Ordered Regression Model to Predict Transit Passengers’ Behavioural Intentions

2016 ◽  
Author(s):  
Carmen Forciniti ◽  
Juan De Oña ◽  
Rocio De Oña ◽  
Laura Eboli ◽  
Gabriella Mazzulla
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Models ◽  
Probit Model ◽  
Service Users ◽  
Quality Factors ◽  
Behavioural Intentions ◽  
Transit Service ◽  
Transit Services

Passengers’ behavioural intentions after experiencing transit services can be viewed as signals that show if a customer continues to utilise a company’s service. Users’ behavioural intentions can depend on a series of aspects that are difficult to measure directly. More recently, transit passengers’ behavioural intentions have been just considered together with the concepts of service quality and customer satisfaction. Due to the characteristics of the ways for evaluating passengers’ behavioural intentions, service quality and customer satisfaction, we retain that this kind of issue could be analysed also by applying ordered regression models. This work aims to propose just an ordered probit model for analysing service quality factors that can influence passengers’ behavioural intentions towards the use of transit services. The case study is the LRT of Seville (Spain), where a survey was conducted in order to collect the opinions of the passengers about the existing transit service, and to have a measure of the aspects that can influence the intentions of the users to continue using the transit service in the future.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3199

scholarly journals Service Quality on Customer Satisfaction in Nepalese Commercial Banks

2018 ◽  
Vol 21 (1) ◽  
pp. 97-106
Author(s):  
Pitambar Lamichhane
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Design ◽  
Commercial Banks ◽  
Response Rate ◽  
Kathmandu Valley ◽  
Quality Factors ◽  
Factors Affecting

This paper analyzes bank customers' perception in relation to the service quality factors explaining customer satisfaction. This study has applied descriptive and regression research design using SERVQUAL approach to analyze service quality factors affecting customer satisfaction. A survey was conducted to collect data from bank customers using structural questionnaire in Kathmandu valley in 2017. All together 250 questionnaires were distributed to the bank customers and only 175 were received in usable form which represents response rate of 70 percent. Result of the study indicates that bank service quality factors affect customer satisfaction. Finally, this paper concludes that bank service quality factors reliability, assurance, tangible, empathy and responsiveness determine the level of customer satisfaction. Tangible, assurance and empathy are strong and have more explaining power of customer satisfaction in Nepalese commercial banks.

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center

2019 ◽  
Vol 9 (4) ◽  
pp. 432-448 ◽  
Author(s):  
Erdal Aydemir ◽  
Yusuf Sahin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Grey Relational Analysis ◽  
Healthcare Service ◽  
Successful Implementation ◽  
Quality Factors ◽  
Content Type ◽  
Relational Analysis ◽  
Dialysis Center ◽  
Grey Relational

Purpose The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method. Design/methodology/approach This is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors. Findings Results show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers. Practical implications The results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors. Originality/value The study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System.

Sign in / Sign up

Export Citation Format

Share Document