scholarly journals Customer-Bank Relationship in Commercial Banks Operating in Albania

2016 ◽  
Vol 1 (1) ◽  
pp. 254
Author(s):  
Jasmina Lumanaj ◽  
Virtyt Lesha
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Commercial Banks ◽  
High Performance ◽  
Significant Contribution ◽  
Dynamic Environment ◽  
Decision Makers ◽  
The Impact ◽  
The Relationship

Financial institutions with high performance are always looking to the needs and requirements of their clients, in order to survive and compete successfully in today's dynamic environment of corporations. For this reason researchers have stressed repeatedly the importance of customer satisfaction, loyalty and customer-bank relationship. The aim of this study is to develop a better theoretical and practical understanding of the impact that quality of service has in customer-bank relationship. This study examines the perception of service quality by clients of commercial banks operating in Albania and the effect that this quality has in customer-bank relationship. Measuring the perception of service quality is based on SERVQUAL model proposed by Parasuraman, Zeithaml - Berry (1988), while the measurement of customer-bank relationship is made according to the model proposed by Ward - Dagger (2007). Results of this analysis indicate that the quality of service is an important prerequisite of customer-bank relationship. From this study it is clear that managers and decision-makers in commercial banks in Albania seek to improve the quality of service elements, which constitute the most significant contribution to the improvement and strengthening of the relationship.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals Service quality in a post-crisis context: emotional effects and behaviours

2019 ◽  
Vol 38 (1) ◽  
pp. 175-198 ◽  
Author(s):  
Manuel Idrovo Arguello ◽  
Diego Monferrer Tirado ◽  
Marta Estrada Guillén
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Positive Emotions ◽  
Essential Elements ◽  
Structural Equations ◽  
Customer Engagement ◽  
Content Type ◽  
Different Dimensions ◽  
The Impact

Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions. Design/methodology/approach Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables. Findings The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service. Practical implications This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic. Originality/value This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.

scholarly journals Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

2016 ◽  
Vol 2 (04) ◽  
Author(s):  
Pribanus Wantara
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Development ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists

scholarly journals Emotional Touch Points as a Predictor of Service Quality in a Tertiary Care Hospital, Chennai

2019 ◽  
Vol 8 (4S3) ◽  
pp. 134-138
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Tertiary Care Hospital ◽  
Tertiary Care ◽  
Healthcare Organization ◽  
Primary Data ◽  
Emotional Engagement ◽  
Care Hospital ◽  
The Impact

The Purpose of this study is to analyze the Impact of relationship between the Five Emotional Touch points experienced at a Tertiary Care Hospital and the dimensions of Service Quality delivered by a Healthcare Organization. The Emotional Touch Points experienced by In-Patients during their stay at a Tertiary Care Hospital is under the purview of this study. This study identifies and analyses the bottlenecks experienced by the In-patients emotionally which is considered as a major impact on the Quality of Service delivered by the Healthcare Organizations. The study design is a purely descriptive design about the quality of service delivered in the process of providing In-Patient health care services. The primary data were collected through closed ended questionnaire for assessing the emotional touch points and the dimensions of Service Quality rendered by the Hospital. The statistical tools used in this study are weighted mean, correlation and regression. The results revealed that the human element -empathy expressed by the Healthcare providers towards their patients is a highly significant dimension of Service Quality reflecting on the Emotional Engagement of patients with the Healthcare Organization..

scholarly journals Measuring Service Quality Effect on Consumer Purchase Intention in Retailing

2020 ◽  
Vol 9 (3) ◽  
pp. 375-388
Author(s):  
Dr. Trilok Pratap Singh
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Qualitative Analysis ◽  
Purchase Intention ◽  
Analysis Data ◽  
Retail Stores ◽  
Consumer Purchase Intention ◽  
The Impact ◽  
Positive Effect

The objective of this research is to measure the impact of service quality on consumer purchase intention in the retail environment. Implicitly, natural and informative focus has an effect on the customer's buying intentions. For qualitative analysis, data were collected from 477 customer surveys in large retail stores. The findings of the study indicate that quality of service have a positive effect on the purchase intention of the consumer. The results also showed that consumers do not intervene with pricing in large retail stores, as consumers feel that fair pricing are charged by retailers. Most consumers depend on the reputation and efficiency of the service quality.

scholarly journals The Influence of Hospital Image and Service Quality on Discharge Against Medical Advice through Patient Satisfaction

2021 ◽  
Author(s):  
Yusriadi Yusriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
District Hospital ◽  
Medical Advice ◽  
Coefficient Of Determination ◽  
Against Medical Advice ◽  
Discharge Against Medical Advice ◽  
The Impact

The purpose of this study is to examine the impact of hospital image and quality of service on Discharge Against Medical Advice (DAMA) via patient satisfaction at Majene District Hospital. This research was performed in the hospital room of the Majene District Hospital from July to August 2020. The type of analysis used is quantitative research to explain the dependent variable's effect on the independent variable and the mediating variable. This study population was all 102 patients with DAMA at Majene Hospital, as the population was deemed limited and the whole population was sampled. The test results of the coefficient of determination of the path analysis of substructure 1 resulted in a modified R square value of 0.235. In this case, it is argued that patient satisfaction is affected by the hospital picture and quality of service by 23.5 percent. In comparison, the remaining 76.5 percent is influenced by other variables not analysed in this review. The outcome of the measurement of standardized beta coefficients, the effect of the hospital picture (X1) on patient satisfaction (Y1) is 0.228, and the service quality (X2) on patient satisfaction (Y1) is 0.325.

scholarly journals Quality of Service and its Impact in Achieving Competitive Advantage

2019 ◽  
Vol 27 (2) ◽  
pp. 208-227
Author(s):  
Adnan Shamkhi Jabir ◽  
Kamil Shkaier Al.watifi ◽  
Abbas kh. Aljanabi
Keyword(s):  
Quality Of Service ◽  
Competitive Advantage ◽  
Simulation Method ◽  
Petroleum Products ◽  
Regression Equations ◽  
Simple Correlation ◽  
The Status ◽  
The Impact ◽  
The Relationship

This study aims to determine the impact of the (QoS) variable on the competitive advantage variable. To achieve this, the study relied on the quality of service in terms of reliability, responsiveness, flexibility, safety and connectivity and its competitive advantage in terms of cost, quality, flexibility, and delivery. The study tried to answer the questions of the problem, the most important of which is the quality of service in the organization in question? What is the level of competitive advantage offered by the organization in question? Is there a relationship between quality of service and competitive advantage in the organization in question? The study was conducted in the General Company for the distribution of petroleum products / Central Euphrates Distribution Authority / Babel Branch. The questionnaire was used to obtain the necessary data, as well as personal interviews. The opinions of 150 workers were analyzed in addition to 35 customers. The simple correlation coefficient was used to measure the correlation between the variables and the (T) test to determine the significance of the simple and multiple regression equations and also to use the analysis of the (Anova). The simulation method was used to generate data (views) of all the resolution sections that were pre-designed according to the five-dimensional Likert scale for the sample size (n=150). The study sought to achieve a set of objectives, the most important of which is to identify the relationship between quality of service, competitive advantage and the impact of quality of service on the competitive advantage, to make some recommendations that can contribute to improving the status of the organization in question. The study concluded with a number of conclusions, the most important of which is the organization's interest in responding quickly to the customer's needs when requesting service, noting the importance of the organization to provide most of the needs of the citizens of fuel on demand despite the difficult conditions of the country. The most important recommendations included the organization's interest in quickly responding to customers' requests, so it is important for them to maintain and develop these gains.

QoS Oriented Enhancement based on the Analysis of Dynamic Job Scheduling in HPC

2014 ◽  
Vol 6 (4) ◽  
pp. 28-45 ◽  
Author(s):  
Reshmi Raveendran ◽  
D. Shanthi Saravanan
Keyword(s):  
Resource Allocation ◽  
Quality Of Service ◽  
High Performance ◽  
Large Scale ◽  
Job Scheduling ◽  
Dynamic Scheduling ◽  
Future Research ◽  
Dynamic Allocation ◽  
The Impact

With the advent of High Performance Computing (HPC) in the large-scale parallel computational environment, better job scheduling and resource allocation techniques are required to deliver Quality of Service (QoS). Therefore, job scheduling on a large-scale parallel system has been studied to minimize the queue time, response time, and to maximize the overall system utilization. The objective of this paper is to touch upon the recent methods used for dynamic resource allocation across multiple computing nodes and the impact of scheduling algorithms. In addition, a quantitative approach which explains a trend line analysis on dynamic allocation for batch processors is depicted. Throughout the survey, the trends in research on dynamic allocation and parallel computing is identified, besides, highlights the potential areas for future research and development. This study proposes the design for an efficient dynamic scheduling algorithm based on the Quality-of-Service. The analysis provides a compelling research platform to optimize dynamic scheduling of jobs in HPC.

scholarly journals The quality of service to residents by public administration on the example of municipal offices in Poland

2021 ◽  
pp. 132-150
Author(s):  
Radosław WOLNIAK ◽  
Izabela JONEK-KOWALSKA
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Service Quality ◽  
Public Administration ◽  
Customer Service ◽  
Public Services ◽  
Positive Impact ◽  
The Impact ◽  
The City

Currently, at a time when the Smart City concept is aimed at improving the quality of life of residents and being implemented in cities, the role of measuring the functioning of offices in relation to the customer is growing. The publication presents the results of research on the quality of service to residents by public administration on the example of municipal offices in Poland. The aim of the research, resulting from the identified research gap, was to examine the level of customer service quality in Polish municipal offices and to determine whether monitoring the quality of life and the quality of public services provided affect the quality of customer service. The research was carried out on a wide sample of 287 cities located around Poland, the sample was selected at random. The sample was good in such a way as to maintain the structure by province. The survey included questions rated on a 5-point Likert scale. The conducted research shows that there are no statistically significant differences in the level of customer service quality by municipal offices between individual provinces of Poland. Based on the research, it was found that: the existence of a quality-of-life department in the city has a positive impact on the quality of customer service in the office; monitoring the quality of life of residents and the quality of public services provided by the municipal office has a positive impact on the quality of customer service in the office, the implementation of the ISO 37120 standard by the municipal office has a positive impact on the quality of customer service in the city. A particularly high correlation occurs in the case of the impact of monitoring the quality of customer service.

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