scholarly journals Analysis of the differential between expectations and perceptions of service quality: A case study of restaurant service

2021 ◽  
Vol 24 (46) ◽  
pp. 69-87
Author(s):  
María del Pilar Ester Arroyo-López ◽  
◽  
María de Lourdes Cárcamo Solís ◽  
Ma. Concepción Alvarado-Méndez ◽  
María Mercedes León Sánchez ◽  
...  
Keyword(s):  
Service Quality

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

Measuring service quality using IPGA model: A case study in Indonesian train station

2021 ◽  
Author(s):  
S. M. Harahap ◽  
W. Cahyarini ◽  
D. N. I. Utami ◽  
W. R. Wijayanti ◽  
M. Mujiya Ulkhaq
Keyword(s):  
Service Quality ◽  
Train Station

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

Competitive service quality improvement (CSQI): a case study in the fast-food industry

2004 ◽  
Vol 4 (2) ◽  
pp. 75-84 ◽  
Author(s):  
Seok-hoon Lee ◽  
Yong-pil Kim ◽  
Nigel Hemmington ◽  
Deok-kyun Yun
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Fast Food ◽  
Food Industry ◽  
Fast Food Industry

scholarly journals Peranan Kualitas Pelayanan Pendidikan Terhadap Tingkat Kepuasan Mahasiswa Menggunakan Pendekatan Importance Performace Analysis (Studi Kasus Di Universitas Sangga Buana)

2019 ◽  
Vol 1 (1) ◽  
pp. 11
Author(s):  
Heru Azhar Adlirachan ◽  
Inayati Nasrudin
Keyword(s):  
Service Quality ◽  
F Test ◽  
Five Dimension ◽  
Level Of Significance

This research purposed to identify and analyze how far the service quality  to the level of customer’s satisfaction (Case Study in Sangga Buana University), By results of data processed on respondent preferences , it generally showed that each of variable of sevice quality has a suitability of  expectation  61.20% (X1), 65.77% (X2), 65.82% (X3), 68.75% (X4), and 67.69% (X5) to customer’s satisfaction. In fact, evidently among the five dimension, only  dimesion of tangible, reliability, emphaty  and responsiveness was in quadrant A and B with percentace of customer”s statisfaction 48% and 34%, on the otherhand dimension of assurance  was in quadrant C and D with percentace of customer”s statisfaction 4% and 12%.  In addition, the F-test showed that service quality had a low significant impact on customer’s satisfaction with the level of significance of 0.1 or 10%. This matter can be seen from all of t-count variable which hasn’t exceed t-table. Based on the cartecius diagram, There are 24  indicators in quadrant A, 2 indicators in quadrant C, and  6 indicators in quadrant D need to be improved. Furthermore, there are 17 indicators in quadrant B as a good services.

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