scholarly journals Analisis Kepuasan Pelanggan dengan Menggunakan SERVQUAL: Studi Kasus Layanan IndiHome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera

2017 ◽  
Vol 1 (2) ◽  
pp. 61 ◽  
Author(s):  
M. Mujiya Ulkhaq ◽  
Monalisa Putri Br. Barus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Service ◽  
High Expectations ◽  
Network Service Provider ◽  
State Owned Enterprise ◽  
Preliminary Study

As competition increases, delivering better service becomes more important; it is not with the expception of PT. Telekomunikasi Indonesia, Tbk (PT TELKOM), which is the only state-owned enterprise as well as the largest telecommunication and network service provider in Indonesia. This is because service quality is considered as an important aspect for the success of the service provider. This study aims to assess the service quality of PT. TELKOM for IndiHome products. A preliminary study showed that there are many customers complaining about IndiHome's service quality. In addition, the tight competition and the emergence of several similar service providers as well as attractive promotion will inevitably attract customers not to be loyal if PT. TELKOM does not immediately improve the quality of the service. This research was conducted not only to assess the service quality of IndiHome (using SERVQUAL), but also to give some recommendations to PT. TELKOM especially Regional 1 Sumatra in order to attain customer satisfaction. There were 153 respondents who participated in this study. The results show that on average, customers are not satisfied (the gap value is −1.539). This negative value means that the customers have high expectations of the services that should be delivered by PT. TELKOM, but in reality the performance of the service is not as high as their expectations. Therefore, some recommendations are given to improve the performance of IndiHome’s service quality so that the customers are satisfied.

scholarly journals Service Quality and Consumer Choice of Their Preferred Telecommunications Service Provider in Ghana

2019 ◽  
Vol 4 (6) ◽  
Author(s):  
Afako Jephthah Kwame ◽  
Afako Jeremiah Kwaku ◽  
Tian Hongyun
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Mobile Network ◽  
Research Approach ◽  
Customer Choice ◽  
Network Service ◽  
Network Service Provider ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study examines the effect of service quality on customer choice. Specifically, it investigated the relationship between service quality dimensions and customer choice, examining the effect of service quality dimensions on customer choice and the service quality dimension most preferred by customers. The quantitative research approach was used with a sample of 250 respondents using purposive and convenient sampling technique. Questionnaires were used to collect the data and analyzed using SPSS version 21. With regards to the correlation variables, it showed a strong positive relationship between service quality dimensions and customer choice of a mobile network service provider and the regression variables showed a significant effect between service quality and customer choice indicating that service quality is very important and influence customers’ choice in choosing a mobile network service provider. It was recommended that Mobile network service providers should continue to improve on the service quality dimensions (empathy, responsiveness, reliability assurance, and tangibility). Since customers look out for these dimensions when choosing a mobile network service provider.

scholarly journals Enhancement of Computer Network Performance with VLAN

2021 ◽  
Vol 328 ◽  
pp. 02004
Author(s):  
Achmad Ubaidillah ◽  
Koko Joni ◽  
Mohammad Iqbal Bachtiar ◽  
S. Ida Kholida
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Provider ◽  
Network Performance ◽  
Computer Network ◽  
Service Users ◽  
Good Service ◽  
Network Service ◽  
Network Service Provider

The computer network service provider must provide a good network service. Service quality is the most important factor and must always be maintained properly. The quality of service can change depending on the number and characteristics of service users. This study optimizes the performance of existing computer networks, namely ordinary LAN networks with the application of VLANs. It is very important because the number of network users is increasing and will continue to increase, while the need for good service quality is very urgent. The results showed that VLANs can improve computer network performance from the system existing, namely LAN network.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

2021 ◽  
Vol 6 (1) ◽  
pp. 19-28
Author(s):  
Lania Muharsih
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Quantitative Research Methods ◽  
Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

Soft Computing in the Quality of Services Evaluation

2014 ◽  
pp. 76-87
Author(s):  
María T. Lamata ◽  
Daymi Morales Vega
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Soft Computing ◽  
Service Provider ◽  
Service Providers ◽  
Quality Criteria ◽  
Quality Of Services ◽  
Quality Models ◽  
Services Evaluation

The evaluation of the Quality of Services (QoS) has been a topic of particular interest to many authors. In the literature, many works have been developed where different models are proposed to assess the QoS in different environments. These models evaluate the QoS from a set of criteria, which may vary from one environment to another, and thus they do not always have the same importance. Considering this, there have been many studies proposing techniques to evaluate the performance of the quality criteria. Techniques have also been developed to obtain the ranking of a given service provider. The purpose of this chapter is to make a literature review of service quality models, methods for determining the weights of the criteria, and the methods used to conduct an overall assessment of service providers.

Service Quality Perceptions of Solely Loyal Customers

2011 ◽  
Vol 53 (6) ◽  
pp. 793-810 ◽  
Author(s):  
Swetlana Bogomolova
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Cross Sectional ◽  
Quality Perceptions ◽  
Multiple Provider ◽  
And Control ◽  
Loyal Customers

Having more solely loyal customers (those who only use one supplier) is an aspiration for most service providers. Yet, it is unclear whether, or in what way, solely loyal customers differ from customers whose loyalty is divided between more than one service provider. One loyalty indicator is a consumer's evaluation of the quality of service they receive. Using seven sets of cross-sectional data, this research reveals that solely loyal customers give, on average, approximately 10% more positive service quality evaluations than customers of the same provider who also use other providers. The implication of this finding for market researchers and practitioners is that service quality scores could be moderated by the distribution of solely loyal and multiple-provider users in a given sample. Therefore, every service quality survey should measure how many providers a customer uses and control for the proportion of solely loyal customers when tracking change using cross-sectional samples.

scholarly journals Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

2019 ◽  
Vol 8 (10) ◽  
pp. 3767-3775
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Industry ◽  
Quality Of Services ◽  
Demographic Profiles ◽  
Life Insurance Industry ◽  
The Impact

There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

scholarly journals Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective

2018 ◽  
Vol 30 (4) ◽  
pp. 427-445 ◽  
Author(s):  
Mornay Roberts-Lombard ◽  
Daniël Johannes Petzer
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Cell Phone ◽  
Service Providers ◽  
Emerging Market ◽  
Network Service ◽  
Content Type ◽  
Network Service Provider ◽  
Customer Delight ◽  
Practical Implications

PurposeThis study aims to investigate the extent to which the satisfaction/delight experienced by customers of cell phone network service providers is influenced by their perceptions of the networks’ employee service delivery skills and the value that the customers derive from the networks’ offerings. In turn, the influence of the extent of their satisfaction/delight on future behavioural intention (BI) is determined.Design/methodology/approachA descripto-explanatory research design is followed and data are collected from satisfied/delighted cell phone network service provider customers using self-administered questionnaires. A total of 593 responses were suitable for analysis. An exploratory factor analysis is used to uncover the interrelationships between the items measuring the study’s constructs. Furthermore, the measurement and structural models are assessed.FindingsPerceived employee service delivery skills (PESDS) and value significantly and positively influence customer satisfaction/delight experiences, whereas customer satisfaction/delight experiences significantly and positively influence their BIs.Research limitations/implicationsThe model tested confirms the hypothesised relationships between PESDS, perceived value, customer satisfaction/delight experiences and BIs of cell phone network customers. Customer satisfaction/delight experiences are linked to their two antecedents (PESDS and value) and their outcome, BI.Practical implicationsThe findings assist cell phone network service providers in understanding how PESDS and value can foster customer delight, ultimately leading to positive BIs from customers.Originality/valueThis study focuses only on satisfied customers and determines the interrelationships of the extent to which they encounter customer satisfaction/delight experiences and related constructs. Few research studies, however, have examined how customer satisfaction/delight experiences relate to its antecedents and outcome.

scholarly journals Identifying some factors affecting medical service quality (Case of secondary level hospital)

2019 ◽  
pp. 65-74
Author(s):  
Ariunjargal N
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Medical Service ◽  
Service Providers ◽  
Care Providers ◽  
Factors Affecting ◽  
And Performance ◽  
The Impact

In recent years public concern over health care services has been growing which signals the need for health organisations to improve the quality of their service. The Resolution 13 of the Health Minister issued on 13 January 2014 “On approving guidelines for conducting customer satisfaction surveys” endorsed a questionnaire and a sample form aimed at identifying the quality of medical service and client satisfaction. Every year, state-owned clinics carry out survey among their customers using these documents and accordingly improve on their work and performance. However, customers’ assessment of the quality of services being provided by health organisations has not been able to find any improvement in health services.Since health organisations are service providers, customers’ assessment measures their quality and performance. On the other hand, researchers have identified a number of factors that affect the quality of medical care and customer satisfaction. Therefore, it is significant to optimally identify factors affecting customer satisfaction with regard to health care. Examining the perceptions of and expectations from health care service providers, including practitioners and health organisations, management has been identified as the most important need of the day.Management will make it possible to pinpoint factors that cause poor quality of health care. Most researchers employ the SERVQUAL quality model of Parasuraman, Zeithaml and Berry (1988) Parasuraman (1985), and Zeithaml, Berry (1988) and Gronroos’ (2000) indicators of service quality. The current study investigates the impact of factors that affect the quality of health services, and contains additional indicators related to measuring levels of significance of each dimension oriented to individuals that receive health care from the second tier hospitals of 6 districts in UB and health care providers respectively, plus some measurement items related to organisational issues of improving health care quality and health care system issues that have been identified by the customers themselves.

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals Developing an Improved ITSM Framework for Ethio Telecom

2021 ◽  
Vol 2 (3) ◽  
pp. 64-74
Author(s):  
Getamesay Berihun ◽  
Dereje Teferi Lemma
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Service Management ◽  
Research Study ◽  
Service Providers ◽  
Primary Data ◽  
Research Approach ◽  
It Services ◽  
Telecom Service

Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.

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