scholarly journals A COMPARATIVE STUDY OF TELECOMMUNICATION SERVICE QUALITY AND CUSTOMER SATISFACTION BETWEEN NTC AND NCELL IN NEPAL

2021 ◽  
Vol 9 (06) ◽  
pp. 34-41
Author(s):  
Gunja Kumari Sah ◽  
◽  
Shiva Prasad Pokharel ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Telecommunications Industry ◽  
Telecommunication Networks ◽  
Telecommunication Service ◽  
High Effect ◽  
Quality Dimension ◽  
Highly Correlated ◽  
The Moment

Nepal Telecommunication (NTC) and Ncell are the two main telecom players in Nepal at the moment. Ncell has been primarily focused on offering Global System for Mobile (GSM) mobile lines, while NTC offers all types of phone services. Although NTC remains the countrys leading provider of total subscribers, Ncell recently overtook NTC as the countrys leading provider of GSM mobile lines. This study aims to assess customer satisfaction in two highly competitive Nepalese telecom industries and make a comparison based on service quality. Descriptive and inferential tools are used to draw the comparative analysis. The research identifies the security service quality dimension as the major dimension of both telecommunication networks. It also locates reliability service quality of the NTC network is highly correlated with customer satisfaction whereas the security of the Ncell network is highly correlated with customer satisfaction. Tangibles are a high effect on customer satisfaction of NTC whereas security highly affects customer satisfaction of Ncell network. This study will aid the telecommunications industry in general, as well as the service quality, in better understanding their main areas of strength and, as a result, better framing their decision-making strategies to increase customer satisfaction and gain a competitive advantage.

scholarly journals Reviewing Service Quality of UBER: Between Customer Satisfaction and Customer Expectation

2019 ◽  
Vol 7 (1) ◽  
pp. 1283-1292
Author(s):  
Valentine Siagian
Keyword(s):  
International Students ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Five Dimensions ◽  
Customer Perception ◽  
Service Companies ◽  
Customer Expectation ◽  
Quality Dimension

This paper examines the gap between the expected service and reality from Uber’s customer perception. Service companies tend to be careful and pay more attention to their customers’ satisfaction and aim to have a good relationship to ensure their loyalty. Service quality dimension was used and applied to find the gap between customer satisfaction and customer expectation. The hypothesis was tested in the empirical study to find how service quality (with five dimensions: tangibility, reliability, responsiveness, assurance and empathy) affects customer satisfaction on using Uber service. 105 international students from Indonesia who lives in Taiwan and experienced riding with Uber in Taiwan filled out the online questionnaire. SPSS 23 was used to do the analysis. The result of F-test shows that customer satisfaction positively influenced by service quality, while t-test shows that there is improvement needed on responsiveness and empathy dimension. Rating system from Uber declares that customer satisfaction is 4.6 out of 5, this paper shows that customer satisfaction is 4.3 out of 5 from service quality dimension. Statistically this is a significant gap that needs to be filled to reach a closer gap to the expected service. This research can be done with a wider range to know more about customers’ delight on using Uber. Language barrier between customer and Uber driver could be the reason of the gap. Including Taiwanese students as respondents could be done for further research.  

scholarly journals Factors affecting customer behavior in telecommunication industry

2020 ◽  
Vol 9 (2) ◽  
pp. 133-138
Author(s):  
Mbarek Rahmoun
Keyword(s):  
Quality Of Service ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Telecommunications Industry ◽  
Sustainable Competitive Advantage ◽  
Improvement Project ◽  
Factors Affecting

Marketing and strategy research has given a lot of importance to the study of product and service quality improvement. This has been widely studied in the literature as an appropriate competitive strategy to ensure customer satisfaction in the marketplace and gain a sustainable competitive advantage. In this paper, first, we have opted for an extensive review of marketing literature, quality of service and consumer satisfaction. Next, we propose to determine the factors that may affect customer satisfaction in the telecommunications industry in Tunisia. Indeed, each organization chooses to succeed in its strategy of satisfying its customers and to prevent the risk of losing them. Our empirical results indicate that most customers are satisfied with the quality of service provided to them, and most customers believe that Tunisie Telecom's service quality is above their expectations. Quality of reception at the counters of Tunisie Telecom's agencies is the key element for the success of the quality improvement project and is the major factor that can strongly influence client satisfaction and behavior.

scholarly journals RELATIONSHIP QUALITY OF SERVICE AND SERVICESCAPE WITH CUSTOMER SATISFACTION IN THE MAIN BRANCH OFFICE OF HEALTH IN BOGOR

2020 ◽  
Vol 4 (1) ◽  
pp. 31-35
Author(s):  
Hari Muharam ◽  
Sufrin Hannan ◽  
Yerry Gerson Rumawak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Functional Relationship ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Analysis Techniques ◽  
Multiple Correlation Analysis ◽  
Highly Correlated ◽  
Branch Office

The purpose of this study is to determine whether there is a relationship between service quality and servicescape with customer satisfaction both partially and together. The population in this study were customers of the Main Branch Office BPJS Health Bogor City as many as 457 customers, the sampling technique using the Slovin formula after 231 samples were obtained. The research instrument was a questionnaire. The collected data is then processed using simple and multiple correlation analysis techniques with the help of SPSS (Statistical Package for Social Science) software version 25.0. The results showed that: 1. Service quality is partially correlated positively to strong criteria with customer satisfaction, 2. Servicescape is partially strongly positively related to customer satisfaction, 3. Service quality and Servicescape together are positively highly correlated with customer satisfaction with correlation coefficient values equal to 0.830 then the functional relationship obtained by the equation Ŷ = 16.043 + 0.550X1 + 0.589X2 and the coefficient of determination or contribution of service quality and servicescape together with customer satisfaction of 0.688 or 68.6%.

scholarly journals Analysis of Factors Dimensions of Quality Service and Customer Satisfaction Effect on Housi in Makassar, in South Sulawesi, Indonesia

2019 ◽  
Author(s):  
Muklis Kanto ◽  
Patta Rapanna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Urban Areas ◽  
Marketing Mix ◽  
Type B ◽  
South Sulawesi ◽  
Quality Dimension ◽  
Customer Type ◽  
Type C

Housing and settlement are one of human basic requirements and that is the important factor in increasing their level and status.The increasing of society interest of having a house in urban areas be the main tringger of developer companies appear that compete with service quality. In this case, marketing management be an important think to give attention. The aim of this research is to know that how far thew quality of marketing mix, quality of vicinity, and quality of interaction as service quality dimension which generally perceive by housing customer influenced positively and significantly to the customer satisfaction.This research used sampiling from housing customer in Makassar City in three stratums that are housing customer type A (simpledents by using healthyhouse), type B (middle house) and type C (luxurioushouse). The sampling used randomly and based onstratum (stratified random sampling) the sampiling ofthis research consisted of 125 respondents by usingquestionnaire which used likerd scale and the dataanalysis used AMOS program.The result of theresearch which used hirerachical opproach in measurethe service quality shows that the service quality havepositive influential and significant for customersatisfaction, marketing mix have positive influential andsignificant for customer satisfaction, vicinity havepositive influential and does not significant for customersatisfaction.

scholarly journals Analisis Service Quality terhadap Kepuasan Pelanggan pada PDAM Kota Surabaya

2018 ◽  
Vol 2 (1) ◽  
pp. 42
Author(s):  
NYOMAN SUDAPET
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Gap Analysis ◽  
Simple Random Sampling ◽  
T Test ◽  
Confidential Interval ◽  
Normality Test ◽  
Quality Dimension ◽  
Regression Test

Objective of this research is to analysis the affect of responsiveness, assurance, tangible, empathy and reliability due to Surabaya PDAM consumer's satisfaction. The sample observed was all of the Surabaya PDAM customers at about 60 respondents, with simple random sampling. Measurement device used to measure service quality is gap analysts, multiple regression, T-test, F-test, determination coefficients, normality test, multicoliniarity test and heterokedastisity test. Based on gap analysis results, the dimension of responsiveness and empathy are having a positive gap, means that the service quality of Surabaya PDAM is already meet the customers satisfaction, but in the insurance, tangible and reliability are having negative gap, means that customers hope due to the service of Surabaya PDAM is higher than service accepted by the customers, from the quality service dimension regression test that is responsiveness, assurance, tangible, empathy, and reliability are having positive significant effect on customer satisfaction of Surabaya PDAM showed that hypothesis with the biggest affection is responsiveness variable, then empathy, tangible, assurance, and reliability, from T-test it was obtained responsiveness variables, empathy with significant number at 1% and assurance, tangible, reliability, are significant at 5%, fount = 19.140 with confidential interval 99% or n= 0,01 by entering service quality variable, this model is fit. Determination coefficient number showed 63,9% customer satisfaction variable variation can be explained by the variable from service quality dimension. Classical assumption test showed that data range is normal and do not showed multicolinearity and heterokedastisity test

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

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.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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.

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