Service quality performance measurement provided by a vegan savoury snacks company: application of the Servqual tool on orders through a food delivery App

Distant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics.

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

Open Access Indonesia Journal of Social Sciences ◽

10.37275/oaijss.v1i2.8 ◽

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.

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Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

Jurnal Maksipreneur Manajemen Koperasi dan Entrepreneurship ◽

10.30588/jmp.v5i1.143 ◽

2015 ◽

Vol 5 (1) ◽

pp. 24

Author(s):

Eny Sulistyowati ◽

Sobirin Maliyan

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Strong Influence ◽

Tourism Industry ◽

Quality Of Services ◽

Tourist Attraction ◽

Business World ◽

Tourist Satisfaction

In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.

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Kualitas Jasa, Harga dan Pengaruhnya Terhadap Kepuasan Pelanggan

Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum ◽

10.30601/humaniora.v2i1.49 ◽

2019 ◽

Vol 2 (1) ◽

pp. 10-18

Author(s):

Edwar M Nur ◽

Chairul Ichsan

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Service User ◽

Market Potential ◽

Quality Of Services ◽

Service Users ◽

Banda Aceh

This business emerged in response to the demands of people who wanted an efficient form of time-care business. The need for auto repair shops and car salon in one roof has increased. Therefore the market potential of this field of business is very large. The purpose of this study is to determine the effect of service quality and price simultaneously on customer satisfaction of Sehat Workshop in Banda Aceh, to know the effect of service quality partially on customer satisfaction of Sehat Workshop in Banda Aceh and to know the effect of price partially on customer satisfaction Sehat Workshop in Banda Aceh . This research was conducted at Sehat workshop branch of Banda Aceh which is located at P.Nyak Makam Street. No.167. Lambhuk Kota Banda Aceh, while the object of this study is about the quality of service and customer satisfaction using the service of Sehat Workshop Banda Aceh, with the number of respondents as many as 150 people. The results showed that the quality of services and prices together significantly affect the satisfaction of consumers Sehat Workshop in Banda Aceh, then the quality of service products from the Sehat Workshop individually significantly affect the satisfaction of consumers of service users Sehat Workshop Banda Aceh and individually prices given by Sehat Workshop individually have an effect on significantly to customer satisfaction of service user of Sehat Workshop of Banda Aceh.

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Analisis kualitas pelayanan bartender/bartendres dalam meningkatkan kepuasan wisatawan pada sea fire salt bar di anantara uluwatu resort & spa bali

Jurnal Kepariwisataan dan Hospitalitas ◽

10.24843/jkh.2020.v04.i02.p08 ◽

2020 ◽

Vol 4 (2) ◽

pp. 103

Author(s):

Azwar Z ◽

Agus Muriawan Putra ◽

Putu Ratih Pertiwi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Performance Appraisal ◽

Descriptive Analysis ◽

Good Service ◽

Quality Performance ◽

Quantitative Descriptive Analysis ◽

Tourist Satisfaction ◽

Quantitative Descriptive

This research is motivated by the quality of service bartenders / bartendres who must provide good service to tourists by providing good service. The purpose of this study was to find out about the quality of bartender / bartendres services and tourist satisfaction criteria for bartender / bartendres services at the Sea Fire Salt Bar at Anantara Uluwatu Resort & Spa Bali. Data collection techniques in this study used the method of observation, interviews, questionnaires and literature studies. Data were analyzed with Quantitative Descriptive Analysis, Likert Scale and Importance - Performance Analysis The results of the study of 100 tourists from performance appraisal that affected the level of tourist satisfaction with the service quality of bartenders / bartendres at Sea Fire Salt in Anantara Uluwatu Resort & Spa Bali obtained an assessment of service quality performance categorized as good for tourist satisfaction. Of the five (5) indicators, all indicators get the same score that is said to be good, and no one answers very well. While the assessment of interests that affect the level of tourist satisfaction with the service quality of bartenders / bartendres at Sea Fire Salt in Anantara Uluwatu Resort & Spa Bali obtained an assessment of service quality performance categorized as important and very important to tourist satisfaction.Suggestions that can be given to the quality of service of the bartender / bartendres must continue to be improved so that tourists who visit get satisfaction and visitors are expected to return to visit the Sea Fire Salt Bar at Anantara Uluwatu Resort & Spa Bali

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Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

Performance Measurement and Metrics ◽

10.1108/pmm-03-2020-0013 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Leila Jabbari ◽

Ali Jalali Dizaji ◽

Mila Malekolkalami

Keyword(s):

Quality Of Service ◽

Service Quality ◽

User Satisfaction ◽

Survey Method ◽

Quality Of Services ◽

Level Of Service ◽

Minimum Level ◽

Content Type ◽

The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

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THE EFFECT OF BRAND AWARENESS AND QUALITY OF SERVICES ON RE-PURCHASE THROUGH CONSUMER TRUST PERCEPTION OF PT. KREASI LANGIT

International Journal of Social Science and Public Policy ◽

10.33642/ijsspp.v1n3p1 ◽

2019 ◽

pp. 1-10

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Path Analysis ◽

Direct Effect ◽

Consumer Trust ◽

Brand Awareness ◽

Quality Of Services ◽

Repeat Purchase

Thus study aimed to determine the effect of brand awareness and quality of services to repeat purchase simultaneously, determine the effect of brand awareness to purchase again partially determine the effect of service quality on repeat purchase partially determine the effect of the perception of consumer trust in the repurchase partially, determine the effect of brand awareness to purchase again through the perception of consumer trust and determine the effect of service quality on repeat purchases through the perception of consumer trust. The study was conducted at the customer PT. Kreasi Langit. Sampling using accidental sampling involving 94 consumers. Analysis of data using path analysis. The results showed that the variables of brand awareness and service quality affect the simultaneous re-purchase. Variable brand awareness, quality of service and the perception of trust affect the partial repurchase. Kaulitas influence brand awareness and service to re-purchase confidence through the perception is greater than the direct effect so that it can be said that the perceptions of trust variables have an impact on the increase in repeat purchases.

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Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

Jurnal Maksipreneur Manajemen Koperasi dan Entrepreneurship ◽

10.30588/jmp.v5i1.149 ◽

2015 ◽

Vol 5 (1) ◽

pp. 117

Author(s):

Siti Noor Hidayati ◽

Aris Puji Prasetyo

Keyword(s):

Quality Of Service ◽

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Quality Of Services ◽

Satisfaction Level ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

The Difference

This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers. Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.

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Evaluasi Kualitas Pelayanan di Universitas Teuku Umar selaku Perguruan Tinggi Negeri Baru: Analisis Dua Tahap

Jurnal Samudra Ekonomi dan Bisnis ◽

10.33059/jseb.v11i2.1904 ◽

2020 ◽

Vol 11 (2) ◽

pp. 122-137

Author(s):

Zainal Putra ◽

Cut Devi Maulidasari ◽

Mimin Suriadi

Keyword(s):

Quality Of Service ◽

Performance Analysis ◽

Service Quality ◽

Quality Of Services ◽

Analysis Method

This study aims to measure the quality of service quality at Universitas Teuku Umar and measure the level of appropriateness of performance with the level of customer interest with the importance performance analysis method. The results of the study prove that the overall quality of services organized by Universitas Teuku Umar obtained a score of 69.44 with the level of quality ‘C’, the category 'Poor'. If viewed from each element there are as many as 6 elements obtaining quality B, good category. In addition, as many as 44 elements obtained C quality, the category was not good and as many as 10 elements obtained D quality, the category was not good. In addition, the analysis using the method of importance performance analysis, tells us there are as many as 6 attributes entered in quadrant A or the red zone, namely: attribute 12, attribute 13, attribute 17, attribute 18, attribute 21 and attribute 23.

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The effect of tax socialization, superior service, and service quality on taxpayers’ satisfaction and compliance

Journal of Economics Business and Accountancy Ventura ◽

10.14414/jebav.v22i3.1698 ◽

2020 ◽

Vol 22 (3) ◽

Author(s):

Sukesi Sukesi ◽

Isroim Yunaidah

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Indirect Effect ◽

Motor Vehicle ◽

Sem Analysis ◽

Quality Of Services ◽

Purposive Sampling ◽

Sampling Set ◽

The Impact

The impact of valuable services for taxpayers will increase the awareness and compliance of taxpayers. This study aims to explore whether there is a direct or indirect effect on the effectiveness of tax socialization, superior service products, and the quality of services to taxpayer satisfaction and taxpayer compliance. The study was conducted at the East Java Provincial Revenue Agency through 48 motorized vehicle service units, with purposive sampling set at 426 respondents in the Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo and Lamongan regions with 2014 ownership of motorized vehicle years. With SEM analysis the results of the study stated that there were significant direct or indirect effectiveness of tax socialization, superior service products, and quality of service to taxpayers' satisfaction and compliance as a mediating variable. The implication is that if the Central Tax Ofiice conducts a tax socialization effective on target, provide superior service products, and quality of services in all districts / cities in East Java Province, they can make taxpayeers obedient by voluntarily paying motor vehicle taxes on time.

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PENGARUH KUALITAS PELAYANAN KLINIK GIGI TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN SEHINGGA MENINGKATKAN KEINGINAN UNTUK BEROBAT KEMBALI

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i1.520 ◽

2014 ◽

Vol 7 (1) ◽

pp. 39

Author(s):

Pratama Kesuma Tanudjaya

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Key Words ◽

Total Sample ◽

Quality Of Services ◽

Dental Clinic ◽

Dental Patients ◽

To Come ◽

Trust Intention

The background of this research was due to intense competition, the management of dental clinic seeks to attract patients by providing excellent quality of service. The objective of this research wasto analyze whether the quality of services provided from a dental clinic can rise the desire of patients to seek treatment again.The design of this research applies a survey. The type of investigation was casuality. Total sample researched was 201 dental patients. The result of this research conclude thatamong the three factors studied, patients trust have the most influence on patient intention for treatment again. Key words: Service quality, costumer’s satisfaction, trust, intention to come.

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