scholarly journals EFFECTS OF DOWNSIZING ON PERCEIVED SERVICE QUALITY

TEME ◽  
2020 ◽  
pp. 947
Author(s):  
Nikola Ćurčić ◽  
Nemanja Berber ◽  
Agneš Slavić ◽  
Peter Harmat
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Employee Satisfaction ◽  
Perceived Service Quality ◽  
The One ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Spearman’S Correlation ◽  
Negative Link

In the context of a very turbulent environment where various challenges are more and more present, companies often apply different strategies in order to harmonize their business with new and often unfavorable conditions. One of the possible strategies of companies is the downsizing strategy. Downsizing, as an organizational strategy, usually involves a reorganization that can be implemented in different ways, but in which the resulting outcome often causes a reduced number of employees. Research around the world has highlighted the various effects of this strategy on the performance of organizations. On the one hand, cost are reduced as it strives to increase profitability and productivity. On the other hand, various problems often arise in the form of attitudes and behavior of employees, reflected in the changed quality of service that is provided, employee satisfaction, their loyalty and willingness to leave the company. The aim of this paper is to explore the relation between the application of different approaches to the downsizing strategy in organizations and the perceived service quality. The survey was carried out on a sample of 160 companies in Serbia, based on the data collected during the Cranet project, from 2015 to 2016. The methodology used during the research included research of the available literature and results of previous studies, as well as the application of statistical techniques for data analysis, factor analysis, Spearman’s correlation and hierarchical linear regression. The results of the research indicate that there is a negative link between the observed variables, that is, the implementation of the downsizing in certain forms is associated with a lower level of the perceived quality of service.

SISTEM PENDUKUNG KEPUTUSAN ANALISIS KEPUASAN MAHASISWA TERHADAP PENGGUNAAN SARANA LABORATORIUM SISTEM INFORMASI

2018 ◽  
Vol 4 (2) ◽  
pp. 150
Author(s):  
Rahmadini Darwas
Keyword(s):  
Service Quality ◽  
Learning Process ◽  
Quality Of Services ◽  
Laboratory Facilities ◽  
Cold Room ◽  
And Function ◽  
And Behavior ◽  
Attitudes And Behavior ◽  
Role And Function

<p><strong><em>Abstract<br /></em></strong><em>Laboratory is one of the supporting facilities in im[roving the learning process. Problems found by students regarding the information system laboratory facilities at STMIK Indonesia Padang are</em><em> the computers that suddenly die when operated, the less cold room, display data is blurred, making the inconvenience in the learning process that causes the students less satisfied with the services provided. Students will feel satisfied if the service is expected to match the received. Therefore, a decision support system is needed to analyze the quality of services provided to the students so that it can support the role and function of the laboratory optimally and what attributes need to be improved the quality of service. The method used is Fuzzy Service Quality (Servqual) method. The results showed that the service quality received was not in accordance with the expected because there is a gap of -1.55 for tangibles dimension. Attributes that need to be improved the quality of services are laboratory space is cool and comfortable, the use of laboratories relevant to the field of science, the responsibility of laboratory assistant, the availability of professional teachers and attitudes and behavior of labor officers.<br /></em></p><p><strong><em>Abstrak<br /></em></strong>Laboratorium merupakan salah satu fasilitas pendukung dalam meningkatkan proses pembelajaran. Permasalahan yang ditemukan mahasiswa mengenai fasilitas laboratorium sistem informasi pada STMIK Indonesia Padang adalah komputer yang tiba-tiba mati saat dioperasikan, ruangan yang kurang dingin, data <em>display</em> yang buram sehingga membuat ketidaknyamanan dalam proses pembelajaran yang menyebabkan mahasiswa kurang puas terhadap layanan yang diberikan. Mahasiswa akan merasa puas apabila layanan yang diharapkan sesuai dengan yang diterima. Oleh sebab itu, diperlukan suatu sistem pendukung keputusan untuk menganalisis kualitas layanan yang diberikan kepada mahasiswa sehingga dapat mendukung peran dan fungsi laboratorium secara optimal serta atribut apa saja yang perlu ditingkatkan kualitas layanannya. Metode yang digunakan adalah metode <em>Fuzzy Service Quality </em>(<em>Servqua</em>l). Hasil penelitian menunjukkan bahwa kualitas layanan yang diterima belum sesuai dengan yang diharapkan karena terdapat <em>gap</em> sebesar -1.55 untuk dimensi <em>tangibles</em>. Atribut yang perlu ditingkatkan kualitas layanannya yaitu ruangan laboratorium yang sejuk dan nyaman, penggunaan laboratorium yang relevan dengan bidang ilmu, tanggungjawab asisten labor, tersedianya tenaga pengajar yang professional dan sikap serta perilaku petugas labor</p><p><strong><em>Kata kunci</em></strong><strong> : sistem pendukung keputusan, laboratorium, <em>fuzzy</em>, <em>servqual</em></strong></p><p><strong><em><br /></em></strong></p>

scholarly journals Analysis of the Perceived Quality of Service at Kocaeli International Youth Center

2018 ◽  
Vol 6 (11) ◽  
pp. 168
Author(s):  
Reşat Sadık ◽  
Nurgül Tezcan Kardaş
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Family Income ◽  
Three Dimensional ◽  
School Level ◽  
School Type ◽  
Perceived Service Quality ◽  
Youth Centers ◽  
Gender Specific Differences

This study aims to evaluate the quality of service as perceived by the young members, who get service from the Kocaeli International Youth Center, which operates under the aegis of the Ministry of Youth and Sports. In order to fulfill this objective, the three-dimensional “Scale of the Perceived Service Quality at Youth Centers,” developed by Aycan et. al.(2005) and intended for youth centers, has been applied to 247 youths, who are members of and get service from youth centers. Within the scope of the research, viewpoints of the youths, with regard to some of their demographic characteristics, concerning the elements of the service quality have been analyzed. Consisting of 103 males and 144 females, a total of 247 individuals have taken part in the research. Following the analyses done and in the context of the elements of the service quality at the youth centers as perceived by the youths, it is found that there are no gender-specific differences; according to age variable, there is a difference in all factors in favor of the age group 7-12; as for the variable of family income, there is a difference in output quality factor in favor of the youths with an income level lower than 1300 TLs; and as for the variable of school type, there are significant differences in favor of the primary school level.

scholarly journals Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco.

2021 ◽  
Vol 3 (2) ◽  
pp. 53-62
Author(s):  
MOHAMED ESSAOUDI ◽  
RAJA LOTFI
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Causal Link ◽  
Institutional Assessment ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
The One ◽  
Training Services

In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction.  First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.

scholarly journals Strategi Peningkatan Kepatuhan Wajib Pajak kendaraan Bermotor di kantor Samsat Painan

Jurnal Ecogen ◽  
2020 ◽  
Vol 3 (2) ◽  
pp. 344
Author(s):  
Nora Susanti ◽  
Silvia Cania ◽  
Nilmadesri Rosya
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Multiple Regression Analysis ◽  
Research Method ◽  
Motor Vehicle ◽  
Sampling Technique ◽  
The One

This research is more towards a strategy in increasing motor vehicle taxpayer compliance in the Pesisir Selatan. Respondents in this study amounted to 75 people who are motor vehicle taxpayers in the Pesisir Selatan Regency and the sampling was done by accidental sampling technique. This research method uses multiple regression analysis and hypothesis testing with a t-test and f test. Compliance with motor vehicle taxpayers in the Pesisir Selatan is influenced by taxpayer awareness and service quality. Partially found that awareness of taxpayers and service quality affects the compliance of motor vehicle taxpayers. And it was found that service quality has the most influence in increasing taxpayer compliance. This means that by increasing the quality of service from the One Roof System office at Painan, it can increase the amount of regional revenue from motorized vehicle ownership.Keywords: compliance of motor vehicle taxpayers, taxpayer awareness, service quality

Demographic differences of perceived service quality in emergency rooms of hospital organizations

2017 ◽  
Vol 25 (2) ◽  
pp. 282-294 ◽  
Author(s):  
Avichai Shuv-Ami ◽  
Tamar Shalom
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Design Methodology ◽  
Emergency Rooms ◽  
Bottom Line ◽  
Demographic Differences ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Scale

Purpose The purpose of this paper is to test three visual, demographically based perceptions of service quality at several emergency rooms (ERs) of hospital organizations in Israel. Design/methodology/approach This research is based on the evaluations of 1,002 people who accompanied a patient to hospital ERs in Israel. The data were collected randomly from an internet panel that comprised more than 50,000 people aged over 18 years. Findings The findings showed that female patients were perceived as receiving significantly lower service quality than males; elderly patients were treated well by medical staff, and treatment was similar to all other adult groups; children were perceived as receiving the best service; and religious individuals perceived service quality in ERs at a higher level than non-religious patients. Research limitations/implications The current study uses a service quality scale derived from a marketing scale that was modified to study the quality of service in hospital ERs. The current study measures only differences in visual demographics. Originality/value This paper attempts to provide the ER staff of hospital organizations with some knowledge about the ways which their service is perceived and encourages a more sensitive attitude toward their patients’ needs. This may influence the hospital customer satisfaction and the hospital financial bottom-line.

scholarly journals TAVSİYE ETME DAVRANIŞININ ALGILANAN HİZMET KALİTESİ DEĞİŞKENLERİ İLE İLİŞKİSİ: ATATÜRK HAVALİMANI ÖRNEĞİ

2018 ◽  
Vol 6 (3) ◽  
Author(s):  
Bekir TUNCER ◽  
Yıldıray KIZGIN
Keyword(s):  
Logistic Regression ◽  
Quality Of Service ◽  
Service Quality ◽  
Regression Model ◽  
Significant Relationship ◽  
Categorical Data ◽  
Logistic Regression Model ◽  
Perceived Service Quality ◽  
Evaluation Scores

Passengers using the airports are getting more and more publicity of airport services, with comments on various platforms such as Skytrax, TripAdvisor and Google Rewievs. On these platforms, they can evaluate and rate various aspects of airport services. The main purpose of the study is to suggest the airport passengers' behavior to recommend the airport; the reasons for using the airport (transit, incoming-outgoing), travel purposes (holiday-work) and the quality of the perceived service quality variables. For this purpose, the evaluation scores obtained from www.airlinequality.com website were analyzed. The logistic regression model examines the perceived quality of service and how passengers are influenced by travel intentions and types, coded as categorical data such as recommending and advising travelers to recommend airport services. As a result of the analysis, it was found that there was a significant relationship between the seating areas in the airport, the directions of the guiding signs and the terminal staff variables and the behavior of the airport where the passengers were receiving service. It was determined that there was no significant relationship between the purpose of travel (work / holiday), reason for using the airport (incoming-outgoing / transit), time spent in the queue and cleaning of the terminal.

scholarly journals MEMBANGUN CUSTOMER TRUST MELALUI KUALITAS PELAYANAN PRIMA PADA DIVISI MARKETING SALES TUPPERWARE (SHOWROOM CABANG PONDOK INDAH MALL-JAKARTA SELATAN)

2020 ◽  
Vol 7 (2) ◽  
pp. 110
Author(s):  
Harjoyo Harjoyo ◽  
Desilia Purnama Dewi ◽  
Dian Yunitasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Research Method ◽  
Literature Study ◽  
Excellent Service ◽  
Customer Trust ◽  
And Behavior

ABSTRAK-Penelitian ini membahas mengenai, “Membangun Customer Trust Melalui Kualitas Pelayanan Prima pada Divisi Marketing Sales Tupperware Showroom Cabang Pondok Indah Mall, Jakarta Selatan”. Teknik riset yang digunakan adalah teknik obeservasi dan study pustaka. Adapun tujuannya untuk mendapatkan gambaran akhir hubungan kualitas pelayanan terhadap  upaya membangun trust/kepercayaan customer/pelanggan. Untuk dapat memperoleh loyalitas dan kepercayaan pelanggan dengan baik, perusahaan  mempunyai mutu servis   yang andal  dan dikenal dengan istilah pelayanan prima. Servis yang diberikan oleh  perusahaan  tidak hanya sebatas attitude pekerja dalam melayani pelanggan,tetapi secara komprehensif berlaku terhadap semua layanan pelanggan. Jenjang kepuasan pelanggan  pun wajib dilakukan oleh perusahaan, sebab bila  pelanggan merasa  terpenuhi apa yang menjadi harapannya maka kesetiaan akan muncul dengan sendirinya. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas servis yang andal dan unggul terhadap kepercayaan pelanggan. Kata Kunci : Customer Service, Kualitas, Pelayanan Prima  ABSTRACT- This study discusses "Building Customer Trust Through Excellent Service Quality in the Tupperware Showroom Marketing Sales Division at Pondok Indah Mall Branch, South Jakarta". The research method used is to use the way of observation and  literature study. The purpose, to find out how far the influence of service quality on efforts to build trust / customer trust / customers. To be able to obtain customer loyalty and trust well, the company has a good quality of service and today the service activities are known as excellent service. The services provided by the company are not enough just the attitude and behavior of the employees in dealing with customers, but also includes excellent service to achieve customer loyalty The level of customer satisfaction must also be considered by the company, because if the customer feels satisfied the loyalty will naturally arise from customers.The purpose of this study was to determine the effect of excellent service quality on customer trust. Keywords: Customer Service, Quality, Excellent Service

scholarly journals THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

2020 ◽  
Vol 21 (1) ◽  
pp. 360-372
Author(s):  
Deepika Jhamb ◽  
Amit Mittal ◽  
Pankaj Sharma
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Strong Relationship ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

scholarly journals Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano

2020 ◽  
Vol 8 (4) ◽  
pp. 551
Author(s):  
Indah Surya ◽  
A. A. P. Agung Suryawan Wiranatha ◽  
I Wayan Gede Sedana Yoga
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Actual Performance ◽  
One Dimensional ◽  
Customer Expectations ◽  
Know How ◽  
The One

Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44. Keywords : Quality of service, customer satisfaction, service quality, kano method.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

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