scholarly journals Examining international freight forwarder services: the perspectives of current providers and users

1997 ◽  
Vol 9 (1) ◽  
pp. 19-27
Author(s):  
Paul R Murphy ◽  
James M Daley
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
User Satisfaction ◽  
Perceived Quality ◽  
Quality Literature ◽  
Study Results ◽  
Freight Forwarder

The service quality literature indicates a variety of gaps between expected and perceived quality, and that service quality is a key determinant of customer satisfaction. As such, the present paper examines international freight forwarders (IFFs) and IFF customers with respect to various services which might be provided by IFFs; the paper also reports on user satisfaction with their IFFs. The study results identified several mismatches between what the forwarders are currently providing and what services the users view as important. In addition, the satisfaction ratings suggest that forwarders’ performance has room for improvement.

PENGARUH JASA PELAYANAN FREIGHT FORWARDING TERHADAP KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Andar Sri Sumantri ◽  
Radix Nugrahanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Positive Influence ◽  
Linear Regression Equation ◽  
Independent Variables ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
A Company

<p>Customer is an important factor for the survival of a company. At a time, company sometimes didn’t know the level of customer satisfaction. If the company continues with this situation, the company would not know the next strategies to develop the company. There are many factors that connected with customer such as trust, facility and service quality. This research objective is to analyze if there is a positive influence, both individually and simultaneously between independent variables which are trust, facility and service quality to the dependent variable which is customers. In this research the object are the customers of PT Panah Persada Logisindo Semarang. The data sources are primary and secondary data using sampling technique of 80 respondents. The results of multiple linear regression equation show that there is a positive influence and partial significant between (t= 3,543 &gt; ttebal = 1, 99167) Trust, (t=4,976 &gt;ttebal=1,99167 ) Facility and (t =3,908 &gt; ttebal= 1, 99167) Service Quality effected by customer satisfaction.</p><p><strong>Keywords: Trust, Facility, Service Quality, Customer Satisfaction</strong></p><p>Kepuasaan Pelanggan merupakan faktor penting terhadap kelangsungan hidup sebuah perusahaan. Masalah yang dihadapi perusahaan saat ini berkaitan dengan tidak diketahuinya kepuasaan Pelanggan setiap tahun, Jika ini dibiarkan terus menerus, perusahaan tidak dapat menentukan strategi untuk meningkakan kepuasaan pelanggan. Ada banyak faktor yang mempengaruhi Kepuasaan Pelanggandipengaruhi oleh kepercayaan, fasilitas dan Kualitas Pelayanaan. Perumusan masalah, tujuan penelitian dan hipotesis pada latar belakang masalah dan tujuan penelitian ini untuk menganalisis adakah pengaruh yang positif baik secara individual dan simultan antara variabel independen yaitu kepercayaan, fasilitas, kualitas pelayanaan terhadap variabel dependen yaitu Kepuasaan Pelanggan. Pada penelitian ini obyek yang diambil pengguna jasa Freight forwarder PT Panah Persana Logisindo Semarang Sumber data meliputi data primer dan sekunder. Sampel pada penelitian ini adalah 80 responden teknik sampling yang digunakan seluruh populasi dijadikan sample. Berdasarkan hasil penelitian dan analisis berganda dihasilkan persamaan : Hasil persamaan regresi linear berganda menunjukkan bahwa ada pengaruh yang positif dan signifikan secara parsial antara ( t hitung = 3,543&gt; t tabel = 1,99167) kepercayaan, (t hitung4,976 &gt; t tabel =1,99167) Fasilitas ( t hitung = 3,908&gt; t tabel = 1,99167) Kualitas pelayanaan terhadap Kepuasaan Pelanggan.</p><p><strong>Kata kunci : Kepercayaan, Fasilitas, Kualitas Pelanggan. Kepuasaan Pelanggan</strong></p>

scholarly journals INCREASING KNOWLEDGE ABOUT FACTORS OF QUALITY OF EDUCATION

2014 ◽  
Vol 2 (2) ◽  
pp. 99-105
Author(s):  
Peter Madzík ◽  
Miroslav Hrnčiar ◽  
Zuzana Škutchanová
Keyword(s):  
Customer Satisfaction ◽  
Statistical Processing ◽  
Perceived Quality ◽  
Quality Of Education ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Study Results ◽  
Perception Of Quality ◽  
Increasing Knowledge

This article presents a study of an important attribute that influences students' perception of quality of education – their own study results. The influence of this attribute on the perceived quality of education is examined by formulating hypothesis and statistical processing of data acquired by menas of a survey among graduates. The hypothesis consisted of two researched attributes – study results of students, and graduates' satisfaction with their studies. Questions concerning the second attribute were formulated using methods for calculation of the customer satisfaction index. Statistical examination proved dependence of these two attributes.

scholarly journals Customer satisfaction survey in Friuli Venezia Giulia university canteens

2019 ◽  
Vol 29 (Supplement_4) ◽  
Author(s):  
G Perri ◽  
M Righini ◽  
A Tullio ◽  
M Del Pin ◽  
M Maifreni ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multivariate Analyses ◽  
Perceived Quality ◽  
Online Questionnaire ◽  
High Quality ◽  
Quality Perception ◽  
Price Range ◽  
Culture Development ◽  
Friuli Venezia Giulia

Abstract Background Customer satisfaction represents an innovative approach to measure strengths and weaknesses of an organization and is useful for a customer-focused management and culture development. Our survey’s aim was to investigate perceived quality and needs of customers in the university canteen sector. Methods Between April and June 2018, an anonymous online questionnaire was distributed by “agenzia regionale per il diritto agli studi superiori” (ARDISS) among university students in Friuli Venezia Giulia, Italy. The questions covered 3 thematic areas: attendance of the service, quality of services and opinions on new initiatives. Furthermore, there was an open question to collect students’ suggestions or proposals to improve the service. Satisfaction about the service was evaluated through five topics: environments, hygiene, staff, meals, global satisfaction. Collected data were analyzed with descriptive, univariate and multivariate analyses. Statistical analyses were performed using 9.4 SAS software. Results Response rate was 20.5% (1933/9404). Multiple logistic regression analyses showed a difference in meal choice (entire vs reduced) between institutional canteen and partner cafeterias users (p &lt; 0.0001) and that male (p &lt; 0.0001) and foreign students (p 0.0003) prefer entire meal instead of reduced. Percentage of students who prefer entire meal is reduced (p &lt; 0.0001) if price range increases. Univariate and multivariate analyses showed that high quality perception is associated with lower price range and no suggestions about food and environments (p &lt; 0.0001); multivariate analyses also showed an association between high quality perception and high canteen attendance (p &lt; 0.05). Conclusions The survey showed an association between meal choice and students’ profile and between perceived quality and customer’s features. These data and further analyses may help to select areas where an intervention could improve service quality and, therefore, customer satisfaction. Key messages Customer satisfaction is an important tool to measure and improve university canteen service quality. These results helped us to identify services’ strengths and weaknesses according to students’ opinions; this could be useful to select improvement areas.

Service Quality and Customer Loyalty

2013 ◽  
Vol 3 (2) ◽  
pp. 1-19
Author(s):  
Albert Chong Yan Vun ◽  
Amran Harun ◽  
Jaratin Lily ◽  
Charlie Albert Lasuin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Future Research ◽  
Study Results ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Survey Strategy

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.

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 CUSTOMER SATISFACTION IN MOBILE PAYMENT SYSTEM: FINDING FROM INDONESIA

2021 ◽  
Vol 3 (2) ◽  
pp. 28-36
Author(s):  
Rian Hermawan ◽  
Mohamad Rizan ◽  
Agung Wahyu Handaru
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Urban Areas ◽  
Structural Equation Models ◽  
Positive Impact ◽  
Primary Data ◽  
Mobile Payment ◽  
Quality Promotion

This research was conducted to produce a customer loyalty model in the mobile payment business in Indonesia. The mobile payment industry is currently in a period of rapid growth. Mobile payments are a vast need felt by consumers, especially in urban areas with good quality internet networks. Even though it is online, it still requires good customer service and can provide user satisfaction with this application. In this mobile payment business competition, the Link Aja company tries to compete with several platforms with several weaknesses in its business strategy. To achieve the research objectives, a sample selection of 200 users of the Link Aja mobile platform who live in Jakarta was selected. Non-probability sampling techniques are used to facilitate the collection of primary data needed to analyze the structural equation models used to test the hypothesis. The results of hypothesis testing reveal that service quality, promotion, and customer satisfaction have a positive impact on the level of customer loyalty of the Link Aja platform. Besides, customer satisfaction itself is influenced by the quality of service and promotions carried out by the Link Aja platform. The recommendation for the Link Aja platform is to immediately improve the application to make it easier to use and provide more cashback promotions for its users. Keywords: Service Quality, Promotion, Customer Satisfaction, Customer Loyalty.

scholarly journals The Effect of Service Quality and Product Quality (Rooms and Food) on Consumer Satisfaction of Harris Sentul Hotel Bogor

2019 ◽  
Vol 3 (1) ◽  
pp. 71
Author(s):  
Hamdany Hamdany ◽  
Adhi Trirachmadi Mumin ◽  
Diena Mutiara Lemmy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Independent Variables ◽  
Study Results ◽  
Quality Of Food ◽  
Two Independent Variables

Research on the influence of two independent variables namely service quality and product quality (of room and food) conducted at Harris Hotel Sentul Bogor aims to examine the level of its influence either partially or simultaneously on customer’s satisfaction as the dependent variable. The dimensions of service quality that are examined in terms of its influence on consumer satisfaction include elements of reliability, assurance, tangible, empathy and responsiveness. Some of the product quality indicators for the rooms quality examined to have its influence on customer satisfaction include elements of design, features, quality of performance and the perceive of quality while indicators for the quality of food products which considered to have effect on consumer satisfaction includes the element of taste of food, aroma of food and the presentation of food. The number of respondents who took part in the research was 300 of respondents who were the consumers invited to share their experience on the questioner during their stay at Harris Sentul Hotel. Data analysis techniques used in this study are linear regression analysis. The study results have answered the 3 hypotheses and show that service quality has a positive and significant influence on customer satisfaction partially likewise, the study results has showed that the quality of room and food have a strong influence on the level of customer satisfaction who stayed at Harris Sentul as well as study has showed that simultaneously the 2 (two) independent variables had a positive and significant effect.

scholarly journals Validation of a Spanish-Language Scale for Evaluating Perceived Quality of Care of Medical Abortions Before 9 Weeks Gestation

2021 ◽  
Author(s):  
Rosa Cabedo-Ferreiro ◽  
Maria-Mercedes Vicente-Hernández ◽  
Josep-Maria Manresa-Domínguez ◽  
Miriam Gómez-Masvidal ◽  
Laura Montero-Pons ◽  
...  
Keyword(s):  
Quality Of Care ◽  
Service Quality ◽  
User Satisfaction ◽  
Weighted Kappa ◽  
Perceived Quality ◽  
Self Administration ◽  
Floor Effect ◽  
Fundamental Part ◽  
Perceived Quality Of Care

Abstract Background: Spanish Organic Law 2/2010 legalizes abortion within 14 weeks of gestation. Medical abortion with mifepristone and misoprostol is around 97% effective and is offered at primary care centers during the first 9 weeks of gestation. It consists administration of 200 mg of mifepristone by healthcare professional and of the self-administration 800 mg of misoprostol by the patient at home, along with prescribed analgesics. However, the quality of this process as perceived by patients has never been assessed. This study aims to validate a scale designed to assess the perceived quality of this process.Methods: Validation study of a Spanish adaptation of the SERVPERF scale. In total, 289 patients completed a self‑administered questionnaire consisting of 26 items previously evaluated by a group of experts. A re-test was performed on 53 of these patients 15 days later to assess interobserver consistency.Results: The non-response rate did not exceed 2.1%. The floor effect was 26% and the ceiling effect did not surpass 83%. The linearly weighted Kappa coefficient was good to excellent, in general. An exploratory factor analysis was performed with varimax rotation, obtaining a total of 7 dimensions that explain 65.9% of the variability. The internal consistency (Cronbach's alpha) for all items was 0.862.Conclusion: This psychometric instrument is valid and reliable for assessing the quality of care of medical abortion.Medical abortion is efficient, effective and eliminates the need for hospital care, anesthesia and surgical risk. However, user satisfaction has yet to be determined. This study offers a validated scale to assess perceived quality of care, their quality experience and person-centered care for abortion as a fundamental part of overall service quality as a fundamental part of overall service quality.

PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MEMBER BPJS KESEHATAN DI WILAYAH JAWA TIMUR

2021 ◽  
Vol 23 (1) ◽  
pp. 70-82
Author(s):  
Pratama Tanadi
Keyword(s):  
Linear Regression ◽  
Health Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
User Satisfaction ◽  
Random Sampling ◽  
Simple Random Sampling ◽  
Service Users ◽  
Hospital Service

ABSTRACT The purpose of this study is to examine the effect of hospital service quality towards BPJS health service user satisfaction. Sample wes taken using simple random sampling to 50 patients and / or their families in 5 hospitals in East Java. Data was analyzed by Linear Regression. The result of the study shows that not all dimensions of service quality have a positive and significant impact on the satisfaction of BPJS health service users. Reliability, responsiveness, and empathy have a positive and significant influence on customer satisfaction. The limitation of this study is that it was carried out generally in hospitals collaborating with BPJS health service. However, this study does not assess customer satisfaction by the level (grade) of the hospital. Keywords: Service Quality, Customer Satisfaction, BPJS Health Service, Hospital Management

scholarly journals Using LibQUAL+® to identify commonalities in customer satisfaction: the secret to success?

2014 ◽  
Vol 15 (1/2) ◽  
pp. 23-31 ◽  
Author(s):  
Selena Killick ◽  
Anne van Weerden ◽  
Fransje van Weerden
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Methodology ◽  
Information Resources ◽  
Three Dimensions ◽  
Service Improvement ◽  
Library Service ◽  
Content Type ◽  
High Satisfaction

Purpose – What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement. Design/methodology/approach – The LibQUAL+® results from SCONUL Libraries, Utrecht and Leiden Universities were analysed to explore the differences between customers who were very satisfied, and those who were very dissatisfied, with the service. Results from each of the three dimensions of service quality were reviewed separately. The survey results from respondents who had given a high satisfaction mean score to one of the three dimensions were analysed to assess if they had also given high satisfaction mean scores overall. This process was then repeated for those who had given low satisfaction mean scores. Findings – Respondents with high satisfaction mean scores in the Information Control dimension were discovered to have the largest positive scores for the overall average perceived scores, indicating they are the most satisfied customers. When reviewing the surveys with low satisfaction mean scores in the Affect of Service dimension it was discovered that these respondents also had the largest negative scores for the overall average perceived scores, indicating they are the most dissatisfied customers. The findings show that both information resources and customer service affects the overall opinion of the library service for all customer groups. Research limitations/implications – Good information resources has a positive effect on customers’ opinions of the library just as much as poor service from library staff has a detrimental effect. Any conclusions drawn from these findings should recognise that the research is limited to measuring service quality within the confines of the LibQUAL+® survey methodology. The research has not investigated the reasons for the commonality, nor do these averages say anything about the motivation for each individual respondent to give these scores in the survey. Practical implications – Statistical analyses confirm that these findings hold for every user group. Therefore, for the library manager seeking to deliver a quality library service it will be important to take both of these factors into account and deliver information not only in a professional, but also in a helpful manner. Originality/value – Although based on previous research, the extension of the analysis from an institutional level to an international consortia level strengthens the initial research conclusions. The findings, implications, and conclusions are valuable to library managers seeking to improve the customer perceptions of their library service, providing evidence of factors that influence customers’ opinions.

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