scholarly journals The Impact of Public Service Quality on Holidays towards Visitors’s Satisfaction

2019 ◽  
Author(s):  
Erna Ruatiana ◽  
Ikeu Kania ◽  
Abdullah Ramdhani ◽  
Hedi Cupiadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
The Impact

scholarly journals An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China

2018 ◽  
Vol 5 (3) ◽  
pp. 43-59 ◽  
Author(s):  
Chenghan Ming ◽  
Tao Chen ◽  
Qi Ai
Keyword(s):  
Service Quality ◽  
Public Service ◽  
User Satisfaction ◽  
Local Governments ◽  
Information Quality ◽  
System Quality ◽  
Quality Model ◽  
Citizen Satisfaction ◽  
Set Up ◽  
The Impact

This article describes how as part of the reform of the administrative system of China, most local governments have set up public service centers; meanwhile, ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. However, the existing studies in the Chinese context are mostly qualitative and the relationship between service quality and citizen satisfaction has not been tested. This article adopted the D&M model to develop an e-service quality model and tested the impact of service quality on citizen satisfaction. A survey was conducted and 364 valid questionnaires were analyzed. The results showed that the data fit the model well. Most of the hypotheses formulated in this article was proven. Additionally, an important finding was that the impact of service quality on specific satisfaction is stronger than that of information quality and system quality, which indicates that face-to-face services cannot simply be substituted by electronic systems. Both the theoretical and practical implications of the findings were discussed.

Judiciaries’ modernisation through electronic lawsuits: Employees’ perceptions from the Brazil and Argentina federal justice services

2020 ◽  
pp. 026666692091048
Author(s):  
María Isabel Arias ◽  
Antônio Carlos Gastaud Maçada
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Individual Performance ◽  
Individual Characteristics ◽  
Task Characteristics ◽  
Future Research ◽  
Public Managers ◽  
Task Technology Fit ◽  
The Impact

This paper assesses the perceptions of a group of employees from the federal judiciaries of Brazil and Argentina regarding the impact of electronic lawsuits on individual performance and public service quality. A model is proposed and tested with data collected from 14 interviews with public managers and employees. The results of this study suggest that court administrators should align task characteristics and individual characteristics to achieve better task-technology fit, individual performance and public service quality. These findings present important implications to understand the processes of the implementation of electronic lawsuits within courts and may provide guidance for future research about the judiciary.

scholarly journals Public Service Motivation and Service Quality of Local Government Employees: A Moderated Mediation Analysis

2020 ◽  
Vol 5 (1) ◽  
pp. 33
Author(s):  
Wayu Eko Yudiatmaja
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Moderated Mediation ◽  
Public Service Motivation ◽  
Equation Modeling ◽  
Service Climate ◽  
Perceived Service Quality ◽  
User Orientation ◽  
The Impact ◽  
The Relationship

The study of public service motivation (PSM) is an emerging topic in relation to understanding the impact of perceived service quality within public-sector organizations. Drawing upon the self-determination theory, this paper develops and validates a conceptual model incorporating the relationship between PSM and perceived service quality by the user. Moreover, this study also examines the moderated-mediation models of service factors in the link. This paper further argues user orientation as a mediator in the nexus between PSM and service quality, and service climate as a moderator in the effect of user orientation on service quality. This research was conducted on 250 frontline public servants and their users in Bintan Regency, Kepulauan Riau, Indonesia. The data was performed using structural equation modeling. The proposed model suggests (1) PSM positively related to service quality, (2) user orientation partially mediates the relationship, and (3) the indirect effect of PSM on service quality (via user orientation) is quasi moderated by service climate within the public organization. Accordingly, few theoretical and practical implications for policymakers are formulated.

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

2020 ◽  
Vol 2 (1) ◽  
pp. 1-5
Author(s):  
Ammar Ahmed ◽  
Rafat Naseer ◽  
Muhammad Asadullah ◽  
Hadia Khan
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Service Sector ◽  
Customer Retention ◽  
Price Fairness ◽  
Policy Makers ◽  
Restaurant Management ◽  
The Subject ◽  
Research Propositions ◽  
The Impact

In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.

The Effect of Public Office Values on Government Trust: Focusing on the Effects of Regulating the Level of Citizenship

2019 ◽  
Vol 118 (2) ◽  
pp. 35-42
Author(s):  
Nam-Sik Yun ◽  
Seok-Kee Lee
Keyword(s):  
Statistical Analysis ◽  
Public Administration ◽  
Public Service ◽  
Public Office ◽  
Institute Of Public Administration ◽  
Service Value ◽  
Korean Government ◽  
Government Sector ◽  
The Impact

Background/Objectives: The study discussed the impact of citizens' perceptions of public office values of integrity, accountability, and fairness, based on the view that government trust is centered on the citizens' perception of the value of public office.  Methods/Statistical analysis: The data was based on a 2017 survey conducted by the Korea Institute of Public Administration on the perception of corruption in the Korean government sector. The study included 1,000 people and was conducted through a survey public service value, citizenship level and government trust. The data were analyzed using the SPSS 22 and AMOS 22.0 program.

The Effect of Public Office Values on Government Trust: Focusing on the Effects of Regulating the Level of Citizenship

2019 ◽  
Vol 118 (8) ◽  
pp. 366-374
Author(s):  
Nam-Sik Yun ◽  
Seok-Kee Lee
Keyword(s):  
Statistical Analysis ◽  
Public Administration ◽  
Public Service ◽  
Public Office ◽  
Institute Of Public Administration ◽  
Service Value ◽  
Korean Government ◽  
Government Sector ◽  
The Impact

The study discussed the impact of citizens' perceptions of public office values of integrity, accountability, and fairness, based on the view that government trust is centered on the citizens' perception of the value of public office. Methods/Statistical analysis: The data was based on a 2017 survey conducted by the Korea Institute of Public Administration on the perception of corruption in the Korean government sector. The study included 1,000 people and was conducted through a survey public service value, citizenship level and government trust. The data were analyzed using the SPSS 22 and AMOS 22.0 program.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Structural Model of Service Quality Factors Affecting Loyalty Sustainability

2020 ◽  
Vol 11 (2) ◽  
Author(s):  
Eman Al-erqi ◽  
◽  
Mohd Lizam Mohd Diah ◽  
Najmaddin Abo Mosali ◽  
◽  
...  
Keyword(s):  
International Students ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Structural Model ◽  
Quality Factors ◽  
Factors Affecting ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
The University ◽  
The Impact

This study seeks to address the impact of service quality affecting international student's satisfaction towards loyalty tothe Universiti Tun Hussein Onn Malaysia(UTHM). The aim of thestudy is to develop relationship between service quality factor and loyalty to the university from the international students’ perspectives. The study adopted quantitative approach where data was collected through questionnaire survey and analysed statistically. A total of 246 responses were received and found to be valid. The model was developed and analysed using AMOS-SEM software. Confirmatory factor analysis (CFA) function of the software was to assessed the measurement models and found that all the models achieved goodness of fit. Then path analysis function was used to assessed structural model and found that service qualityfactors have a significant effect on the students’ satisfaction and thus affecting the loyaltyto the university. Hopefully the outcome form this study will benefit the university in providing services especially to the international students.

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