Effect of Service Quality on Hospital Image at Baiturrahmah Dental and Oral Hospital

2018 ◽  
Vol 4 (1) ◽  
pp. 16-21
Author(s):  
Dessy Angraini ◽  
Resa Ferdina
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Subjective Assessment ◽  
Educational Background ◽  
Direct Perception ◽  
Cross Sectional ◽  
Patient Will ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Analytic Design

Hospitals as one of the services in the marketing world face a very tight competition dynamics, this requires the hospital management to improve itself and make efficiency, so the hospital is required to provide optimum quality for the performance given to the patient because the patient will provide subjective assessment or forming a direct perception of the image of the company or service provider concerned. Therefore, the study aims to determine the effect of service quality on the image of Dental and mouth Hospital Baiturrahmah. This study used analytic design with cross sectional approach. The sample was 96 respondents, which were chosen using consecutive sampling technique that was adjusted with inclusion and exclusion criteria. The results showed that the characteristics of respondents were aged between 21-40 years old (42.7%) with educational background of majority respondents with high school education (62.5%). The work of respondents is housewife (IRT) amount (41,7%). Of five service quality dimensions consisted of tangibility, reliablity, responsiveness assurance, and empathy, only responsiveness which has significant effect on RSGM image t-count value 3,915. Based on the r-square value of service quality is only capable of affecting image of 51%, while 49% more image is influenced by other variables. It can be concluded that there is influence responsiveness to RSGM Baiturrahmah image, but not with tangibility, reliablity, assurance, empaty.

scholarly journals Customers' Perceptions on Pharmaceutical Regulatory Service Quality in Ethiopia

2019 ◽  
Vol 7 (4) ◽  
pp. 28-35
Author(s):  
Kidanemariam G/Michael Beyene ◽  
Deribe Assefa Aga ◽  
Heran Gerba Borta ◽  
Mesafint Abeje Tiruneh
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Effective Strategies ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Service Expectations ◽  
And Control

Introduction: Service quality is a unique and abstract concept that is difficult to define and measure. It is an overall customer judgment that results from the comparison between service expectations and perceptions. There is no information on customers’ perception of pharmaceutical regulatory service quality in Ethiopia. Hence, this study aimed to assess customers’ perception of the Ethiopian Food, Medicine and Healthcare Administration and Control Authority’s pharmaceutical regulatory service quality. Materials and methods: Cross-sectional study design was conducted from March 30 to May 30, 2017. Using simple random sampling technique, 131 respondents were included in the study. Structured questionnaire adapted from the SERVQUAL model was used to collect the data. Paired sample t-test and descriptive statistics were used for data analysis. Results: The study found out that pharmaceutical regulatory service quality was low. Negative service quality gaps were observed in the five service quality dimensions and overall service quality. The widest service quality gap was in reliability and the narrowest gap was in the tangibility and assurance dimensions. The perception and expectation mean scores were 1.897±0.61 and 3.433±0.559 respectively. Conclusions: Only 21.4% of the customers perceived that there was good service quality in the Authority while 78.6% claimed as poor. The study showed that there are service quality gaps in the pharmaceutical regulatory services. Hence, managers should look into the unmet needs and expectations or low perceptions of customers; and formulate effective strategies to ensure provision of better service quality.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

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”.

scholarly journals Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

2016 ◽  
Vol 5 (2) ◽  
pp. 155-171
Author(s):  
Oghojafor Ben Akpoyomare ◽  
Ladipo Patrick Kunle Adeosun ◽  
Rahim Ajao Ganiyu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Significant Difference ◽  
Lagos State ◽  
Flight Frequency ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Abstract Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

scholarly journals Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

2021 ◽  
Vol 5 (2) ◽  
pp. 1-16
Author(s):  
Beatrice Atta Mensah ◽  
Sylvester Achio ◽  
Isaac Ofori Asare
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Likelihood Estimation ◽  
Sampling Technique ◽  
Study Data ◽  
Equation Modelling ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Greater Accra Region

The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.

scholarly journals Determinants of Satisfaction for Automotive After Sales Service Quality: A Preliminary Application of AutoSERVPERF Model

2020 ◽  
Vol 15 (2) ◽  
pp. 197-208
Author(s):  
Nooraini Mohamad Sheriff ◽  
Nur Idayu Roslan ◽  
Yuhanis Yusoff
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
High Performance ◽  
Sampling Technique ◽  
Close Monitoring ◽  
Four Dimensions ◽  
Determinants Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection.  The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

2018 ◽  
Vol 12 (1) ◽  
pp. 54
Author(s):  
Dwi Danesty Deccasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Transportation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

scholarly journals Analysis of Cargo Airline Services Quality in Cargo Delivery In Nigeria

2021 ◽  
pp. 37-47
Author(s):  
Ayantoyinbo Boye Benedict ◽  
Gbadegesin Adeolu Emmanuel
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Sampling Technique ◽  
Air Cargo ◽  
Customer Expectations ◽  
Model Average ◽  
Cargo Delivery ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study analysed cargo airline services and cargo delivery in Nigeria. The focus was on identifying the disparity between expected and perceived airline service quality on cargo delivery. This study was carried out in Lagos State, Nigeria. Random sampling technique was used to select 239 freight forwarders agents that operate in the Cargo Terminal of Muritatal Muhammed International Airport, Lagos State. SERVQUAL model and t-test were used to analyse the disparity between expectations and perceptions of airline service quality. SERVQUAL model average gap score is -0.126 which implies that customers are not satisfied with cargo airline service quality. Moreover, the findings revealed that there is a negative disparity between customer expectations and perceptions of airline service quality on air cargo delivery with Reliability having the lowest negative t-value of (-34.409), followed by Tangibles with a t-value of (-23.300), Responsiveness has a t-value of (-12.910), Assurance followed with t-value of (-13.572) while Empathy has a t-value of (-10.165). Conclusion is drawn that cargo airline customers' expectations about their service quality are more than they really perceived. Recommendation was made that cargo airline should make an assessment of service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance and Empathy) and provide a means to improve upon them.

Effect of service quality on graduates’ satisfaction

2019 ◽  
Vol 27 (3) ◽  
pp. 320-337 ◽  
Author(s):  
Abdel-Aziz Ahmad Sharabati ◽  
Mohammad M. Alhileh ◽  
Hesham Abusaimeh
Keyword(s):  
Service Quality ◽  
Academic Staff ◽  
Well Being ◽  
Sustainable Competitive Advantage ◽  
Competitive Strategies ◽  
Cross Sectional ◽  
International Regulation ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThe purpose of this paper is to investigate the effect of service quality on graduates’ satisfaction as perceived by Middle East University (MEU) graduates.Design/methodology/approachThis research is cross-sectional and aims to explore the effect of service quality dimensions (academic staff, administration, classrooms and library services) on graduates’ satisfaction. Data were collected from 399 graduates. After confirming validity, reliability and normality of the data, and the correlation between variables, multiple regressions were used to test the hypothesis.FindingsThe results show that all service quality dimensions are highly implemented by the MEU. The relationships between all service quality dimensions and graduates’ satisfaction are strong. Finally, results show that all service quality dimensions affect graduates’ satisfaction.Research limitations/implicationsTo generalize the results of this research, further studies are recommended to be carried out on other universities especially in Jordan. Testing the perception and satisfaction of other universities, stakeholders will help to improve service quality and to gain suitable competitive strategies.Practical implicationsService quality is a key driver for universities’ sustainable competitive advantage; therefore, dimensions of service quality should be included within universities plan, strategies and daily activities.Social implicationsConsidering service quality in higher education improves countries’ economic development, quality of life and well-being. All corporate social responsibility pillars (social, economic, environmental responsibilities and national and international regulation and norms) should be adapted and adopted within services quality systems and programs.Originality/valueMost of previous studies were carried out to test the students’ perception while this research is dedicated to explore graduates’ perception regarding service quality offered by the MEU.

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