scholarly journals The Role of Subjective Culture on Consumer Perception towards Service Quality Delivery

2016 ◽  
Vol 2 (2) ◽  
pp. 175-188
Author(s):  
Tiara Turay
Keyword(s):  
Service Quality ◽  
Deep Understanding ◽  
Secondary Data ◽  
Subjective Assessment ◽  
Quality Standard ◽  
Consumer Perception ◽  
On Line ◽  
Conceptual Paper

Objective: The purpose of this paper is to describe the role of subjective culture in influencing the relationship between service quality and consumer perception. Theoretical framework of this conceptual paper developed based on The Rater Model by relating the model with Subjective cultureMethodology: This research is a conceptual paper. The secondary data research was conducted to support this study. The data were gathered from the valuable resources such as articles, books, and on-line information. This paper is aimed to describe how subjective culture holds the crucial role in shaping consumer perception toward service quality delivery.Results: Through the empirical research analysis, it was resulted that the subjective culture plays the important role in shaping consumer perception toward the service quality delivery.Implication: This research contributes to knowledge and increases the understanding of existing literature on Subjective culture, service quality, and consumer perception. This research is expected can be used for additional refference to academicians and practitioners by fully understanding that consumer perception is closely connected with subjective assessment which are influenced by consumers' belief, attitude, norm, roles, task, values (the elements of subjective culture ). By having deep understanding about the effect of subjective culture on perception of the consumer toward the quality of service delivery, it will enable the organization to design service quality standard that match with consumers' demand in based on their background and expectation.

scholarly journals The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia)

2019 ◽  
Vol 14 (4) ◽  
pp. 69-77
Author(s):  
Edy Sulistiyawan ◽  
Ubud Salim ◽  
Ainur Rofiq ◽  
Rofiaty
Keyword(s):  
Service Quality ◽  
Management Practices ◽  
Service System ◽  
Secondary Data ◽  
Primary Data ◽  
Banking Service ◽  
The Right ◽  
Final Effect

The study aims to explore the effect of the quality of state-owned sharia banks’ services on consumers’ satisfaction and happiness. It contributes to knowledge of marketing management theory and management practices. The expected final effect is that the right quality of customers` service practice can increase customers’ satisfaction and happiness in the Islamic context. The study uses quantitative approach. It relies on primary data obtained from questionnaire results and secondary data in the form of information from state-owned sharia banks including Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri. The study considers PLS-SEM as the right tool for data analysis. The findings of the study are as follows: 1) only two of seven dimensions of service quality that significantly affect consumers’ satisfaction, are the Islamic Service System and the Responsiveness System, while the remaining effects come from other hypotheses not included in the model; 2) consumers’ satisfaction has a significant effect on consumers` happiness, and the remaining effects come from other concepts that are worth exploring.

Quality of Services Publishing Record of Fisheries (BPKP) in The Marine and Fisheries Office South Sumatera Province

2018 ◽  
Vol 1 (2) ◽  
pp. 25-32
Author(s):  
Galamda Israk ◽  
Slamet Widodo ◽  
Andy Alfatih
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Participant Observation ◽  
Secondary Data ◽  
Likert Scale ◽  
Quality Of Services ◽  
Fishing Vessels ◽  
Scale Assessment

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.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

scholarly journals Teacher Standards and Professionalism

2021 ◽  
Author(s):  
◽  
Pauline Barnes
Keyword(s):  
Early Childhood ◽  
Secondary School Teachers ◽  
Secondary Data ◽  
Collective Responsibility ◽  
Positive Influence ◽  
Teaching Profession ◽  
Teacher Professionalism ◽  
Policy Makers

<p>The focus of this research is teacher professionalism in New Zealand and the possible role of the ‘Standards for the Teaching Profession’ that were released in 2017, in strengthening the quality of teaching. Evidence suggests that the quality of teachers’ work is an important factor in students’ success. So, a challenge for education policy-makers is to create a system that encourages and enables teachers to be high quality and motivated to keep improving. The literature suggests a strategy to enable this is to encourage a mature profession, where teachers take collective responsibility for improvement. Standards for teachers can be a positive influence on improving teacher practice when their use is balanced between regulatory and development functions, so that they are a catalyst for professional development. This research involved 45 teachers in English Medium settings participating in sector specific focus groups for early childhood, primary school and secondary school teachers, a review of policy documents and secondary data from Education Council workshops. The analysis suggests that aspects of organisational professionalism influence the environment, although most teachers did not consciously align themselves to this discourse. There appeared to be some differences between sectors, with those in early childhood aligning more closely to their organisation than other teachers and feeling like they were not accepted as a legitimate part of the teaching profession. Although teachers were generally positive about the new standards, few teachers considered using them for reflection or professional conversations outside of formal appraisal. The aspiration presented in literature of a mature profession that works collaboratively with a mix of stakeholders to combine expertise, ask tough questions to create solutions and grows professional knowledge was not apparent, however teachers identified opportunities to shift the profession towards this discourse.</p>

scholarly journals The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

2019 ◽  
Vol 9 (1) ◽  
pp. 26 ◽  
Author(s):  
Özlem Atalık ◽  
Mahmut Bakır ◽  
Şahap Akan
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Logit Model ◽  
Deep Understanding ◽  
Secondary Data ◽  
Value For Money ◽  
Operating Characteristics ◽  
Four Dimensions ◽  
Seat Comfort ◽  
Dichotomous Variable

The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

Prioritizing Metro Service Quality Attributes to Enhance Commuter Experience: TOPSIS Ranking and Importance Satisfaction Analysis Methods

2020 ◽  
Vol 2674 (6) ◽  
pp. 124-139
Author(s):  
Bandhan Bandhu Majumdar ◽  
Dilum Dissanayake ◽  
Avanindra Singh Rajput ◽  
Yong Qi Saw ◽  
Prasanta Kumar Sahu
Keyword(s):  
Service Quality ◽  
State Of The Art ◽  
Indian Context ◽  
Specific Attribute ◽  
Perceived Importance ◽  
Multi Attribute Decision Making ◽  
Probable Role ◽  
Satisfaction Analysis

A metro infrastructure, facility, and service quality investigation based on commuter perception was conducted in this study to explore and prioritize the key attributes influencing overall metro service quality in a typical Indian context. Based on the critical state-of-the-art review, 12 key attributes were identified and they were accommodated in a paper-based questionnaire to elicit commuter perception of importance and satisfaction by using a five-point Likert scale. Subsequently, TOPSIS, an extensively adopted multi-attribute decision-making technique, was carried out to rank the attributes with respect to perceived importance and satisfaction. Then an importance satisfaction analysis (ISA) was conducted to further classify the attributes in four quadrants based on their perceived degree of importance and satisfaction using an ISA matrix. Finally, the derived results from the TOPSIS and ISA analysis were combined and compared to obtain a prioritized set of attributes requiring intervention for better metro service quality in an Indian context. Results of this study clearly indicated the relative strengths and weaknesses of each metro service/infrastructure-specific attribute and presented the probable role of metro authorities for each of them. Attributes such as metro fare, connection to metro, and metro frequency were observed to be the most important, but were not performing satisfactorily, indicating that more emphasis is required on these attributes to improve the overall quality of travel by metro rail in an Indian context. Thus, this methodology would be instrumental in detecting a set of priority areas for improvement in metro rail services, which could contribute to retaining existing commuters and attracting new metro users.

scholarly journals PERAN CITRA TOKO DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP NIAT BELI ULANG KONSUMEN

2018 ◽  
Vol 8 (2) ◽  
pp. 1144
Author(s):  
I Made Ari Santikayasa ◽  
I Wayan Santika
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Service Quality ◽  
Sampling Method ◽  
Store Image ◽  
Repurchase Intention ◽  
Collection Method ◽  
Analysis Technique

This study aims to explain the effect of service quality on store image, the influence of service quality on repurchase intention, the influence of store image on repurchase intention, and the role of store image mediate the influence of service quality on repurchase intention in Carrefour Bali Province. Repurchase intention is one of the company's goals because the repurchae intention is the action of the consumer to be faithful to the company. This research was conducted in the area of ??Bali Province using 100 respondents. Data collection method used is purposive sampling method with path analysis technique. The results showed that service quality had positive and significant effect to store image. Quality of service has a positive and significant impact on the repurchase intention. The store image has a positive and significant impact on the repurchase intention. Store image as a variable of mediation have an indirectly significant influence to repurchase intention through service quality variable.

scholarly journals The role of safety in service quality in the opinion of traditional and digital customers of postal service

2020 ◽  
Vol 26 (1) ◽  
pp. 1-4
Author(s):  
Kamila Kowalik
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Theoretical Framework ◽  
Postal Service ◽  
Perception Of Safety ◽  
Postal Services ◽  
Safety Attributes ◽  
The Impact

AbstractOne of the factors allowing to shape safety and quality of a postal service is an opinion of its customer. In the following paper, the analysis of the impact of a customer’s perception of safety on the service quality assessment has been presented. Research results presented in the paper refer to opinions of traditional and digital customers of postal services. The presented analysis is enriched by a theoretical framework of service quality, the explanation of the concept of safety, and a complementary characteristics of traditional and digital postal services. Afterwards, safety attributes of the postal services have been proposed, explained and highlighted. Subsequently, the results presented in the paper refer to the validity of particular chosen safety attributes of postal services.

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