scholarly journals Service Quality Performance Matrix Applied in School Sports Facilities

2004 ◽  
Vol 10 (1) ◽  
pp. 31-36
Author(s):  
Chang Hung HUNG ◽  
Jung Chi SU ◽  
Lee Lan WU
Keyword(s):  
Service Quality ◽  
Service Industry ◽  
Sports Facilities ◽  
Successful Management ◽  
Quality Performance ◽  
The Public ◽  
Satisfaction Index ◽  
School Sports ◽  
Performance Matrix ◽  
Improve Service Quality

LANGUAGE NOTE | Document text in Chinese; abstract also in English.From the viewpoint of marketing, schools open sports facilities to the public is the same as the service industry. It is a significant index and challenge in successful management if the service quality satisfies customers. In this articles, base on a standardized service quality performance matrix which proposed by Hung et al., the satisfaction index(Ix) and expectation index (Iy) were used to build a service quality performance matrix with 16 quality zone. The managers can use service quality performance matrix to improve service quality. The satisfaction index and expectation index of the service items must be located in the service quality performance matrix Bij. Thus, the managers can measure the quality performance value r and draw up a tactic to improve service quality.以行銷觀點而言，校園運動設施開放使用，就如同服務業，其服務品質能否達到顧客的滿意，為評估營運成功與否的重要指標與挑戰。本文根據Hung等人所提之標準化的服務品質績效矩陣的概念，定義本文滿意度指標(Ix)及重視度指標(Iy)，建構一個16區塊的服務品質績效矩陣。管理者只需依服務要項的滿意度指標及重視度指標所在服務品質績效矩陣位置Bij，即可評量出各服務項的品質績效值r，並擬定出服務品質的改善的順序與策略。

Sports and recreation facilities in schools – history and present state

2021 ◽  
Vol 4 (1) ◽  
pp. 89-113
Author(s):  
Anna Pawlikowska-Piechotka
Keyword(s):  
Physical Education ◽  
Individual Student ◽  
Sports Facilities ◽  
Ministry Of Education ◽  
National Education ◽  
The Public ◽  
School Activities ◽  
School Sports ◽  
The Individual ◽  
The 19Th Century

The tradition of school sports facilities has its roots in ancient civilizations, primarily in ancient Greece. The preserved ruins of gymnasiums at Delphi, Olympia, Millet, Priene, Dedina, Pergamon, Ephesus or Thermessos, document well that sports facilities were a major part of the education system. They served not only for students and sports training but were opened to the public, used for social gatherings, political meetings and disputes. Contemporary school sports facilities derived from the 19th-century concept of the school’s educational program. It also included the indoor and outdoor physical education classes and facilities used for ‘body-building exercises’ - as it was named. In Poland, according to the current basic curriculum of the Ministry of National Education, the goal of physical education is to shape the long life habit of physical activity. The school activities should develop the appropriate interests and attitudes of students. Therefore, school activities should meet the needs, interests and abilities of the individual student as fully as possible. The present regulations of the Ministry of Education demand, that such classes should take place in a well-equipped sports hall or on a school playground.

scholarly journals The Effect of Service Quality, Price, and Brand Image on Purchasing Desicions of Moslem Wedding Equipment Service

2021 ◽  
Vol 1 (1) ◽  
pp. 41-49
Author(s):  
Badik Anna Baroroh ◽  
J.E. Sutanto
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purchasing Decisions ◽  
The Public ◽  
Improve Service Quality

Moslem Wedding Organizer is a form that personally helps brides and families to providing the supplies and implementation of wedding events in accordance with Islamic religious rules. The population of Surabaya city is majority moslem city that still adhering to diverse traditions and cultures, this is an opportunity for krar Suci to become the choice of moslem wedding organizer for brides in Surabaya. Several factors that are considered by the brides in making decisions about choosing wedding organizer are service quality, price, and brand image, so this study aims to determine the effect of service quality, price and brand image on the decision to purchase moslem wedding equipment. This type of research is quantitative, with the population being all Muslim couples in Surabaya who married in 2019, at the age of 19, who used the services by a wedding organizer. The sampling technique used incidental sampling with a sample size of 100 respondents who were processed using multiple linear regression analysis. The results of this study indicate that there is a positive and significant effect partially and simultaneously on service quality, price, and brand image on purchasing decisions for moslem wedding equipment services. Suggestions for the company are to improve service quality, re-analyze prices according to market, and improve brand image to be better known and trusted by the public.

scholarly journals Using the Importance–Satisfaction Model and Service Quality Performance Matrix to Improve Long-Term Care Service Quality in Taiwan

2019 ◽  
Vol 10 (1) ◽  
pp. 85 ◽  
Author(s):  
Shun-Hsing Chen ◽  
Fan-Yun Pai ◽  
Tsu-Ming Yeh
Keyword(s):  
Service Quality ◽  
Long Term Care ◽  
Care Service ◽  
Quality Performance ◽  
Term Care ◽  
Performance Matrix ◽  
Final Questionnaire ◽  
S Model ◽  
Satisfaction Model

The present study integrates the importance–satisfaction (I-S) model and service quality performance matrix (SQPM) to examine long-term care (LTC) service demands and satisfaction improvement. Many scholars have used a single model to explore project improvement. Each model has advantages, but we think they are too subjective and suggest that it is best to integrate models to determine what should be improved. We established quality attributes of service demands based on more than two sessions of discussions and expert consultations with LTC service users (older adults). The final questionnaire was divided into three parts: a demand survey, satisfaction survey, and demographics survey, and 292 valid questionnaires were collected. The questionnaire items were summarized with means and standard deviations. In this study, if only the I-S model was used to examine LTC in Taiwan, then seven service elements of the system would need to be improved. However, if only the SQPM method was used, then 16 service elements would need to be improved. Only seven service elements were identified by both methods. When time and resources are limited, it is not feasible to take comprehensiveness into account. When many projects must be improved and it is impossible to implement them at the same time, improvement priorities need to be developed. Taiwan lacks sufficient LTC resources, so it is impossible to provide enough resources for all those who need care. To use resources efficiently, the I-S model and SQPM were integrated in this study to identify areas for improvement.

scholarly journals Evaluation Of Service Quality For Undergraduate Programs At Andalas University

2017 ◽  
Vol 6 (2) ◽  
pp. 129
Author(s):  
Nilda Tri Putri ◽  
Alexie Herryandhi Broto Adi ◽  
Ryan Kamal Fikri
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Student Satisfaction ◽  
Total Quality ◽  
Index Method ◽  
Satisfaction Index ◽  
General Improvement ◽  
Undergraduate Programs ◽  
Improve Service Quality

<p>Total Quality Management is a philosophy and key to bring success in the industry for this era. Total Quality Management plays an important role in the management system and culture to create or produce a good products and service. Andalas University is one object of the application of Total Quality Management in the education sector. Research carried out aims to describe the service quality for undergraduate programs at the Andalas University. Based on the measurement of the service quality, obtained the information related to the level of student satisfaction each Departments and priority improvements to service variable. The study used a questionnaire with two instrument ratings. The instruments rating are an assessment of the level of service and service priority. The calculation for service quality used CSI (Customer Satisfaction Index) method. The recommendations for improve service quality used IPA (Importance Performance Analysis) Method. Based on research conducted, service quality Undergraduate Program at Andalas University can be categorized as low. It was based on the value of CSI located on the 4th lowest category, which is one of courses in Very Poor category, 9 courses in Poor category, 3 courses in the Cause for Concern category, and 1 course on Borderline category. While the dimensions of which are in the service of a general improvement priorities is the Tangible and Reliability dimension.</p>

scholarly journals BUDAYA KINERJA LEMBAGA PELAYANAN PUBLIK: Analisis Budaya Kinerja Kementrian dan LPNK di Indonesia (PERFORMANCE CULTURE IN PUBLIC SERVICE ORGANIZATION: An Analysis of Performance Culture ini Ministries and Non Ministerial Institutes in Indonesia)

1969 ◽  
Vol 9 (2) ◽  
Author(s):  
Sri Wahyu Wijayanti
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Service Organizations ◽  
Three Dimensions ◽  
Cultural Performance ◽  
Quality Performance ◽  
The Public ◽  
Performance Culture ◽  
Public Service Organizations ◽  
Low Performance

Performance of public service in Indonesia is still not satisfactory. This has been caused by the low performance culture in the public service. In this paper, service performance culture is elaborated into three dimensions, namely the commitment to service quality, performance reward and attention toward stakeholders. The analysis of quantitative data concerning the performance culture obtained from a survey of 54 ministries and the Non-Ministerial Government Institute in Indonesia indicated that performance culture of the Ministry and Institute does not support the creation of public service quality. Thus, improvements of performance culture in public service organizations in Indonesia should be managed by improving the performance culture of public service institution.Keywords: cultural performance, public service institutions, ministries, non-ministerial government institutions.Kinerja lembaga pelayanan publik di Indonesia saat ini masih belum memuaskan. Hal ini berhubungan dengan budaya kinerja yang berkembang dalam lembaga pelayanan publik tersebut. Dalam tulisan ini budaya kinerja pelayanan dielaborasi kedalam tiga dimensi yakni komitmen terhadap kualitas pelayanan, penghargaan terhadap kinerja dan perhatian terhadap pemangku kepentingan. Hasil analisis atas data-data kuantitatif mengenai budaya kinerja yang didapatkan dari survei terhadap 54 Kementerian dan Lembaga Pemerintah Non-Kementerian (LPNK) di Indonesia, menunjukkan bahwa budaya kinerja Kementrian dan K/L saat ini masih belum mendukung terciptanya pelayanan publik yang berkualitas.Dengan demikian perbaikan budaya kinerja pada lembaga pelayanan publik di Indonesia sudah seharusnya dilakukan melalui perbaikan budaya kinerja lembaga pelayanan publik.Kata kunci: budaya kinerja, lembaga pelayanan publik, kementerian, lembaga pemerintah Non-Kementerian

scholarly journals Study of the public service satisfaction degree in China city

2021 ◽  
Vol 236 ◽  
pp. 03024
Author(s):  
Chen Fan ◽  
Wang Shengjin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Latent Variables ◽  
Structural Equation ◽  
Service Satisfaction ◽  
The Public ◽  
Satisfaction Index ◽  
Index Model ◽  
Satisfaction Degree

The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.

scholarly journals Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry

2021 ◽  
Vol 1 (4) ◽  
pp. 13-18
Author(s):  
Meri Andriani ◽  
Heri Irawan ◽  
Nanda Rizqa Asyura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Statistical Tests ◽  
Kano Model ◽  
One Dimensional ◽  
Service Support ◽  
Customer Dissatisfaction ◽  
Improve Service Quality

The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

scholarly journals Public Satisfaction Survey On The Availability Of Facilities And Infrastructure Of The Department Of Population And Civil Registration Of Sidoarjo District

Academia Open ◽  
2021 ◽  
Vol 3 ◽  
Author(s):  
Lu'luum Mahknunah ◽  
Ilmi Usrotin Choiriyah
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
The Public ◽  
Analysis Techniques ◽  
Civil Registration ◽  
Improve Service Quality

This study aims to determine the level of community satisfaction in the Population and Civil Registration Service at the Public Service Mall, Sidoarjo Regency. This research is a quantitative research. The sampling technique using the population is calculated using the Slovin formula. Research sample of 100 respondents consisting of service users. data collection techniques using a questionnaire. In this study, using 9 elements of community satisfaction survey indicators and data analysis techniques. The results showed that the level of service user satisfaction showed good performance. The achievement value this time is 3.39 with the achievement of all elements of service quality. There are two elements that are still below the average, namely requirements with an element value of 3.27, and facilities and infrastructure with an element value of 3.26. Services that get less value are a top priority consideration to improve service quality.

scholarly journals Analisis Kepuasan Pelanggan Terhadap Aplikasi Pelayanan Pelanggan dengan Metode CSI dan ServQual

2021 ◽  
Vol 5 (3) ◽  
pp. 342
Author(s):  
Andreas Adi Trinoto ◽  
Ahmad Zamakhsari
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
The State ◽  
Service Users ◽  
The Public ◽  
Satisfaction Index ◽  
Service Application ◽  
Positive Effect

<p><em>Kereta Api Indonesia (KAI) as one of the state-owned companies that provide services to the public feels good a few years back and is the aim of researchers to conduct a survey of customer satisfaction with one of the Microsoft product Genesys customer service applications that have been connected with social media as a supporting application in serving train service users. The method used by researchers is the CSI (Customer Satisfaction Index) and Service Quality, the Jakarta Central Railway office agent who filled in the questionnaires as much as 51 of 80 with 78.76% results in CSI and 0.24 on servqual. This customer service application has a positive effect on customer satisfaction, as well as an evaluation for application providers.</em><em></em></p>

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