scholarly journals Measuring service quality at Wan Hai Lines outbound services

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Duong Ngoc Ha
Keyword(s):  
Service Quality ◽  
Transit Time ◽  
Three Dimension ◽  
Quality Service ◽  
High Quality ◽  
Dimension Analysis ◽  
Full Picture ◽  
Improve Service Quality ◽  
High Quality Service

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase the competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. The outcome is the service quality of Wan Hai Lines outbound services can be identified by three dimension Empathy and Responsiveness, Assurance, and Reliability. It would help the management to have a clear and full picture about the current service quality, and to have the ways to improve service quality following the recommendations.

Research: A Factor Analysis of Internal Service Constructs in the Lodging Industry: The Employee Factors

1997 ◽  
Vol 21 (1) ◽  
pp. 193-210 ◽  
Author(s):  
Daniel J. Mount
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Lodging Industry ◽  
Extended Model ◽  
Quality Service ◽  
Research Subjects ◽  
High Quality ◽  
Internal Factors ◽  
Analysis Study ◽  
High Quality Service

Parasuraman, Zeithaml and Berry's Extended Model of Service Quality has received a great deal of attention in various disciplines. Nearly all the work on this model has addressed either the dimensionality of the consumer service perceptions or the way in which the model measures quality. Only one work has been identified that addressed the internal components of their model. It is critical that organizations understand the internal factors that affect the delivery of a high quality service experience. This research subjects the internal constructs identified by Parasuraman, Zeithaml and Berry to a factor analysis study in the lodging industry. This research found that the employee factors did not function as proposed. New factors are identified based on exploratory factor analysis anda comparison of the two models is presented.

scholarly journals HUBUNGAN DIMENSI KUALITAS PELAYANAN PETUGAS ADMINISTRASI PENGELOLA BPJS KESEHATAN DENGAN KEPUASAN PASIEN RAWAT JALAN DI POLIKLINIK RSUD DR. RASIDIN PADANG

2020 ◽  
Vol 6 (1) ◽  
pp. 23-31
Author(s):  
Nilam Devina ◽  
Febrian Febrian ◽  
Murniwati Murniwati
Keyword(s):  
Service Quality ◽  
General Hospital ◽  
Medical Service ◽  
Public Awareness ◽  
Quality Service ◽  
High Quality ◽  
Five Dimensions ◽  
Patients Satisfaction ◽  
Patient Service ◽  
High Quality Service

Administration service of BPJS Kesehatan is  the start of whole service of medical service received by every patient. Service quality can be reflected by patients satisfaction after receiving service given by administration officer. Service quality on patients satisfaction is classified into five dimensions of competency, responsiveness, guarantee, emphaty and physical appearance. Dr. Rasyidin General Hospital is a hospital collaborating with BPJS Kesehatan that expected to give a good quality service on medical and non-medical aspects. Increasing public awareness and criticism demand a high quality service to gain the patients satisfaction

Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis

2020 ◽  
Author(s):  
Ha Nam Khanh Giao
Keyword(s):  
Project Management ◽  
Service Quality ◽  
Construction Project ◽  
Professional Services ◽  
Management Service ◽  
Construction Project Management ◽  
Dimension Analysis ◽  
Big Picture ◽  
Improve Service Quality

In construction industry today, the consultancy companies need to improve service quality- an important part of consultancy service - in order to enhance customers’ loyalty, boosting business for future projects and word of mouth reputation. The question is whether the dimensions applied to measure the quality of the generic services can be applied to professional services such as construction project management service? If yes, how to do so? The research aims to conduct an assessment on service quality at AIC Management Co., Ltd based on SERVQUAL, a form of dimension-by-dimension analysis. The outcome would provide management with a big picture of current service quality. Consequently, recommendations will be provided according to the findings.

scholarly journals Pengaruh Kualitas Layanan dan Nilai Pelanggan Terhadap Loyalitas Penumpang Garuda Indonesia di Bandar Udara Radin Inten II Lampung

2019 ◽  
Vol 31 (2) ◽  
pp. 93-104
Author(s):  
Sitti Subekti
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Likert Scale ◽  
Primary Data ◽  
Quality Service ◽  
High Quality ◽  
Positive Effect ◽  
High Quality Service

AbstrakKualitas layanan, nilai pelanggan, dan loyalitas penumpang menjadi hal penting bagi maskapai penerbangan untuk bertahan dalam persaingan bisnis. Penelitian ini dilakukan untuk menganalisis kontribusi kualitas pelayanan terhadap loyalitas penumpang Garuda Indonesia, kontribusi nilai pelanggan terhadap loyalitas penumpang Garuda Indonesia, dan kontribusi kualitas pelayanan dan nilai pelanggan secara bersama-sama (simultan) terhadap loyalitas penumpang Garuda Indonesia di Bandar Udara Radin Inten II Lampung. Sampel penelitian yang digunakan berjumlah 103 responden. Data primer dikumpulkan dengan kuesioner berskala Likert 5 (lima). Analisis jalur (path analysis) digunakan untuk mengolah data penelitian dengan bantuan program SPSS versi 23. Hasil penelitian ini menunjukkan bahwa kualitas layanan berkontribusi signifikan positif terhadap loyalitas penumpang, nilai pelanggan berpengaruh signifikan positif terhadap loyalitas penumpang, dan kualitas layanan dan nilai pelanggan secara bersama-sama (simultan) berpengaruh signifikan terhadap loyalitas penumpang. Hal ini berarti bahwa kualitas pelayanan dan nilai pelanggan yang tinggi akan meningkatkan loyalitas penumpang Garuda Indonesia di Bandar Udara Radin Inten II Lampung.Kata kunci : Kualitas pelayanan, loyalitas penumpang, nilai pelanggan.  AbstractThe Effect of Service Quality and Customer’s Value on Garuda Indonesia Passenger Loyalty at Radin Inten II Airport in Lampung: The service quality, customer’s value, and passenger’s loyalty are important for airlines in order to survive in the business competition. This study was conducted to analyze the contribution of service quality toward the passenger’s loyalty of Garuda Indonesia, the contribution of customer’s value toward the passenger’s loyalty of Garuda Indonesia, and the contribution of both service quality and customer’s value (simultaneously) toward the passenger’s loyalty of Garuda Indonesia at Radin Inten II Airport in Lampung. The research sample used was 103 respondents. Primary data were collected using 5  Likert scale questionnaire. Path analysis was used to analyze the data and it was done using SPSS version 23. The results of this study indicated that the service quality significantly contributed to the passenger’s loyalty, customer value had a positive effect on passenger’s loyalty, and both service quality and customer’s value simultaneously affected the passenger’s loyalty. It meant that high quality service and customer’s value would increase the passenger’s loyalty of Garuda Indonesia at Radin Inten II Airport in Lampung.Keywords: Service quality, passangers loyality, customer value.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

scholarly journals The role of leasing in entrepreneurship

2020 ◽  
Vol 1 (1) ◽  
pp. 49-54
Author(s):  
Parviz Gurbanov ◽  
Keyword(s):  
Specific Form ◽  
Industrial Complex ◽  
Quality Service ◽  
High Quality ◽  
State Budget ◽  
Business Sectors ◽  
High Quality Service ◽  
Small And Medium Business

The role of small and medium business in solution of economic and social problems is undeniable. The relevance of usage of the leasing operations in small and medium business sectors has increased at the ending of previous century. Leasing financing even provides to remove some limitations based on features of small business. In this article leasing has been mentioned as a specific form of entrepreneurship. The cases such as targeted discount loans from state budget and long term rental of production tools were also noted. It was also pointed out that the usage of leasing in agro industrial complex (AIC) allows to provide high quality service and get new, modern and expensive technology.

scholarly journals INFLUENCE OF INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY AND SECURITY ON USER SATISFACTION IN USING E-MONEY BASED PAYTREN APPLICATIONS

2019 ◽  
Vol 3 (2) ◽  
pp. 288-299
Author(s):  
Winanda Wahana Wargadalam
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Information Service ◽  
Sampling Technique ◽  
Quality System ◽  
Quality Service ◽  
System Quality ◽  
Business Form

Nowadays technology grow extremely fast and it is helpful in communication and transactions, this effect to human behavior that people consider using technology intentively in daily activites cause of its facilities, one of facilities is digital economic transactions or e-money. Due to increasing of technology, there are some companies run their business form e-money based applications, one of the applications is the PayTren. The purposed of this research is to examine the satisfactory of the user who apply PayTren applications, such as the influence of information quality, system quality, service quality and security. The method of the research is based on DeLone and McLean models, then it will be modified. The research’s data is quantitative data. researchers collected 89 questionnaires from the population of PayTren application users in Batam by using a purposive sampling technique.  The conclusion of the research show that there is an influence between the quality of information, service quality and security on the satisfaction of e-money users based on the PayTren application, while it is found that there is no influence between the quality of the system on the satisfaction of e-money users based on PayTren applications.

scholarly journals Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

2019 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Eko Sulistyo
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Digital Natives ◽  
The Internet ◽  
Library Services ◽  
Digital Native ◽  
Daily Lives ◽  
Younger Generation ◽  
Improve Service Quality

<p>Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal.</p><p> </p><p>Meningkatkan Kualitas Pelayanan Perpustakaan  Terhadap Generasi Digital  Native. Generasi <em>Digital Natives</em>, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.</p>

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

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