scholarly journals Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop

2020 ◽  
Vol 3 (1) ◽  
pp. 374-383
Author(s):  
Manuela Ingaldi ◽  
Silvie Brožová

AbstractThe development of e-commerce and communication technologies has allowed changes in the traditional trading system, currently customers can use both stationery shops and e-shops. People no longer need to leave their homes to go shopping, even everyday groceries. They can use the e-shop at any time of day or night, at home or at work. There are no queues, they can get to know other people’s opinions, compare products and services with each other. They can shop while sitting on the sofa in front of the TV and sipping tea. Shopping can be done in the e-shop up to thousands of kilometers away. Especially in the current Covid-19 pandemic, online shopping has become very popular. The aim of the paper was to assess the quality of services offered by the research e-shop. During the research the Critical Incident Technique (CIT) was used. A direct interview was conducted with the customers of the research e-shop who, after using its services, agreed to share their impressions and opinions. They were supposed to describe incidents or situations related to the research e-shop, which they have in their memory, and which caused special satisfaction or dissatisfaction. The analysis allowed to indicate that less than 50% of the incidents described by the customers were positive incidents that cause customers’ high satisfaction, which is not a good situation for the research e-shop. Improvement actions are needed.

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Rila Rindi Antina

Patient satisfaction as users of services is one indicator in assessing the quality of services at the health center. High satisfaction will show the success of the health center in providing quality health services. After a preliminary study showed that there are patients who are not satisfied with the services provided. The purpose of this study was to analyze the influence of service quality on patient satisfaction BPJS participants in Puskesmas Pandian Sumenep.Type of quantitative research. The study population was a participant at the health center BPJS Pandian Sumenep much as 225 respondents and a sample of 144 respondents. Data collection techniques using variable measurement based questionnaire with Likert scale. Analysis of data using statistical Spearment Rank test.Hypothesis test results ρ value: 0.00 and 0.05 α so that it can be concluded that the ρ value <α and can be described that the value of H0 that there is a relationship between service quality and patient satisfaction.The results of this study indicate that service quality has a significant influence on patient satisfaction, hence providing health care should pay attention to the quality of services provided.Keywords: Quality of Care, Patient Satisfaction


2019 ◽  
Vol 1 (1) ◽  
pp. 440-447
Author(s):  
Manuela Ingaldi ◽  
Martin Kotus

Abstract When using various types of services, the customer may experience positive or negative situations, incidents. These incidents may affect the customer's satisfaction or dissatisfaction. Therefore, these incidents can be a source of very valuable information for the enterprise about the quality of the services it offers. The problem, however, is their analysis, because such incidents can affect different aspects of the service, but also, as mentioned earlier, can have a positive or negative impact on customer satisfaction. The Critical Incident Technique (CIT), often mentioned in the literature, can be used for such an analysis. With this method, it is possible to isolate situations that are typical of the negative and positive feelings of the customers, as well as to determine the frequency of their occurrence. The purpose of the papers was to analyze the quality of services offered by the chosen catering enterprise with use of CIT. The research took form of a direct interview with customers after delivery of the chosen service. Data obtained on this basis was analyzed: all incidents were first divided into groups and categories as well as positive and negative incidents, and then statistics for individual categories were presented. This research allowed to indicate the strengths and weaknesses of the research service, but at the same time to indicate the areas of potential improvement.


Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.


Author(s):  
Roohi Abbas

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.


2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih

ABSTRACT This study aims to determine the quality of service issuance of Proof of Registration of Fishing Vessels (BPKP) in the Department of Maritime Affairs and Fisheries of South Sumatra Province and what factors influence it. Data collection techniques used were the distribution of questionnaires to 60 respondents who were capture fisheries business actors with a Likert Scale assessment, as well as conducting unstructured interviews, non-participant observation and secondary data collection. The dimensions used are tangible, reliability, responsiveness, assurance and empathy. The value of service quality based on tangible dimensions is 4.2 or good, based on the reliability dimension is 4.1 or good, the responsiveness dimension is 4.0 or good, the guarantee dimension is 4.1 or good, and based on the empathy dimension is 4.1 or good. Of all these parameters, it was concluded that the quality of BPKP issuance services in the Department of Maritime Affairs and Fisheries of South Sumatra Province in 2016 was good with a score of 4.1. The conclusion is based on an assessment of an average of 58 respondents or 97.4% of respondents.


2018 ◽  
Vol 4 (2) ◽  
pp. 150
Author(s):  
Rahmadini Darwas

<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>


AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 53-60
Author(s):  
Irma Yuliani

This study aims to determine customer perceptions of service quality and products of Kaltimtara Sharia Bank Samarinda Branch. This type of research is field research. The nature of this study is qualitative descriptive by using interviews and questionnaires as data collection techniques. The population in this study are all priority customers of Samarinda Bank Kaltimtara Syariah Branch, amounting to 300 customers, using purposive techniques. sampling, the research sample was 75 respondents and interviews with related parties. The results showed that customer perceptions of service quality and products at Bankaltimtara Syariah Samarinda branch were measured using the CARTER dimension (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness). Whereas for products measured through 6 dimensions which include Performance, Features, Realiability, Durability, Conformance to specifications and aesthethic shows positive results which are very good but the things that need to be considered are regarding the need for additional park land specialized and financial consultations to meet priority customer needs. This is in line with the results of interviews with relevant parties that indicate the quality or quality of services and products that are sharia standard and in accordance with the vision and mission of Bankaltimtara Syariah.


2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services


Sign in / Sign up

Export Citation Format

Share Document