A Study on the service quality of urban railway using mediated effect of Structural Equation Model

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

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An Empirical Research on Internal Service Quality of E-Government Based on Structural Equation Model

2010 International Conference on E-Business and E-Government ◽

10.1109/icee.2010.120 ◽

2010 ◽

Author(s):

Dengfeng Xu

Keyword(s):

Service Quality ◽

Empirical Research ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Internal Service Quality

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Measuring the Service Quality of a Package Group of Mainland Students Taking the Scholastic Achievement Test (SAT) in Hong Kong – Application of the Structural Equation Model (SEM)

Asia Pacific Journal of Tourism Research ◽

10.1080/10941665.2012.680977 ◽

2013 ◽

Vol 18 (5) ◽

pp. 501-517 ◽

Cited By ~ 3

Author(s):

Qi Yan ◽

Haiyan Kong ◽

Jianying Guo

Keyword(s):

Hong Kong ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Achievement Test ◽

Scholastic Achievement ◽

Scholastic Achievement Test

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INCREASE MUZAKI LOYALTY TO THE ZAKAT, INFAQ, AND SHADAQAH MUHAMMADIYAH INSTITUTIONS IN INDONESIA

Dinasti International Journal of Management Science ◽

10.31933/dijms.v2i2.577 ◽

2020 ◽

Vol 2 (2) ◽

pp. 162-173

Author(s):

Nasrullah Mahdar

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Research Method ◽

Equation Model ◽

Analysis Method ◽

Minimum Sample

This research aims to prove and analyze the increase in muzaki loyalty through muzaki trust as an intervening variable. The object of this research was the zakat, infaq, and shadaqah Muhammadiyah institutions (LAZISMU) with the analysis unit of Muzaki in DKI Jakarta. The research method used is descriptive and explanatory survey with a minimum sample of 200 respondents, with the data analysis method used was the Structural Equation Model (SEM). The results showed that the quality of service directly had a positive and significant effect on the trust and loyalty of muzaki; muzaki trust has a positive and significant effect on muzaki loyalty; service quality indirectly through muzaki trust has a positive and significant effect on muzaki loyalty; and service quality and muzaki trust simultaneously have a positive and significant effect on muzaki loyalty with a contribution (R2) of 65%. Other findings from this study indicate that muzaki trust is a partial intervening variable on the effect of service quality on muzaki loyalty

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Application of Structural Equation Model to Evaluate the Perception of Service Quality of Medical Staffs of Infectious Disease Department in Chinese Hospitals

Infection International ◽

10.1515/ii-2017-0094 ◽

2014 ◽

Vol 3 (4) ◽

pp. 179-186 ◽

Cited By ~ 1

Author(s):

Min Li ◽

Ren-tian Cai ◽

Cheng-yu Huang

Keyword(s):

Infectious Disease ◽

Factor Analysis ◽

Service Quality ◽

Reliability Analysis ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Perceived Service Quality ◽

Infectious Disease Department

Abstract Objective To enhance the quality of medical service for Chinese patients through research of service quality from Chinese medical personnel. Methods ServQual scale was used for infection medical staffs randomly by sampling questionnaire in Beijing, Shanghai, Chengdu, Chongqing, Guangzhou and Nanning. The data collected were entered and analyzed using SPSS 20.0. Statistical methods included frequency, factor analysis, reliability analysis, correlation analysis, independent samples t test, one-way analyses of variance, simultaneous regression analysis and structural equation model analysis. Results The Kaiser-Meyer-Olkin value for the factor analysis of the scale was 0.970. The Cronbach’s α for the reliability analysis was 0.975. The Pearson correlation coefficients were 0.624-0.874 and statistically significant. Undergraduates felt good, PhD students felt bad; the doctors felt bad; managers felt good. Standard 5 dimensions of the regression coefficients were positive, including empathy (β = 0.288), reliability (β = 0.241) impacting on perceived service quality mostly. The control ability and stability of the standard error of perceived service quality directly effected value were 0.646 and 0.382, respectively. Conclusions Medical staffs of infectious disease department have poor perception of service quality. Hospitals should improve awareness and of clinicians and deepen the reform of the medical care system.

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Model Kepercayaan Mahasiswa

Gorontalo Management Research ◽

10.32662/gomares.v2i2.767 ◽

2019 ◽

Vol 2 (2) ◽

pp. 117

Author(s):

Mohamad Afan Suyanto ◽

Sasmita R. Setiawan

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Institutional Image ◽

Analysis Technique ◽

Student Trust ◽

Analyze Data

ABSTRAK Tujuan dari penelitian ini adalah : 1) untuk menganalisis pengaruh kualitas pelayanan terhadap citra institusi pada Universitas Gorontalo, 2) untuk menganalisis pengaruh kualitas pelayanan terhadap kepercayaan mahasiswa pada Universitas Gorontalo, 3) untuk menganalisis pengaruh citra institusi terhadap kepercayaan mahasiswa pada Universitas Gorontalo dan 4) untuk menganalisis pengaruh kualitas pelayanan terhadap kepercayaan mahasiswa melalui citra institusi pada Universitas Gorontalo.Pengumpulan data dilakukan dengan metode observasi, wawancara dan kuisioner. Data yang terkumpul diolah dengan menggunakan alat analisis deskriptif dan kuantitatif. Teknik analisa yang dipergunakan untuk menganalisis data adalah analisis SEM (Structural Equation Model).Hasil penelitian menunjukan bahwa : 1) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap citra institusi, 2) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap kepercayaan mahasiswa, 3) Terdapat pengaruh positif dan signifikan citra institusi terhadap kepercayaan mahasiswa dan 4) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap kepercayaan mahasiswa melalui citra institusi sebagai variable antara Kata kunci: Kualitas Pelayanan, Citra Institusi, Kepercayaan Mahasiswa ABSTRACT The purpose of this research : 1) to analyze the effect of service quality on institutional image at Gorontalo University, 2) to analyze the effect of service quality on student trust at Gorontalo University, 3) to analyze the effect of institutional image on student trust at Gorontalo University and 4) to analyze the effect of service quality on student trust through the image of the institution at Gorontalo University.Data collection is done by the method of observation, interviews and questionnaires. The collected data is processed using descriptive and quantitative analysis tools. The analysis technique used to analyze data is SEM (Structural Equation Model) analysis.The results showed that: 1) There was a positive and significant influence on the quality of service on the image of the institution, 2) There was a positive and significant effect on the quality of service on student trust, 3) There was a positive and significant effect on the image of the institution on student trust and 4) There was a positive and significant quality of service to student trust through the image of the institution as an intermediate variablekeyword: Service Quality, Institusional Image, Student Trust

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PENGARUH KUALITAS SERVICE TERHADAP KEPUASAN, KEPERCAYAAN, DAN KECENDERUNGAN BERPERILAKU MAHASISWA PADA PERGURUAN TINGGI DI JAKARTA

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i1.524 ◽

2014 ◽

Vol 7 (1) ◽

pp. 129

Author(s):

Primasatria Edastama

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Improve Quality ◽

Quality Service ◽

Good Service ◽

Behavior Intention

Development and growth of universities in Jakarta encourage each university to achieve the best quality to get more students. This action need certain steps particularly by improve quality service. In this research will analyze the effect of service quality to students’ behavior intention, so university able to see the effect of quality service. The method in this study was Structural Equation Model (SEM), as subject research is students, and the data used primer data that collected by questionnaire. The result of this study showed a good service has effect to trust of behavior intention. However, this research also found the effect of satisfaction to trust is significant although it is weak effect, this also occur to the quality of service to trust and service quality. For the effect of quality service to behavior intention in this research showed strong effect. By the result of this research, it is hope that university able to manage the quality service better and more focus to student as customer because of tendency of their behavior. Keywords: service quality, trust, behavior intention

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Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

Author(s):

Sri Widyastuti

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Survey Method ◽

Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

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Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

2020 ◽

Vol 4 (2) ◽

pp. 11

Author(s):

Miranda Berliana ◽

Dinda Amanda Zulestiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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