PENGARUH KUALITAS PELAYANAN, TINGKAT KEPERCAYAAN, DAN KEPUASAN TERHADAP LOYALITAS PETERNAK SAPI INDUKAN DI KOTA SUNGAI PENUH

2020 ◽  
Author(s):  
Khairiyan Nofri
Keyword(s):  
Service Quality ◽  
Service Level ◽  
Quality Level ◽  
Full Sample ◽  
A Value ◽  
Trust Level ◽  
Dependent Variables ◽  
Cattle Breeders ◽  
Cattle Farmer

This study aims to reveal (1) the effect of service quality on breeder cattle breeders' loyalty, (2) level of trust in farmer cattle breeders' loyalty, (3) satisfaction with breeders' farmer loyalty, (4) influence of service quality, trust level and satisfaction jointly to the Farmer Cattle Breeders' Loyalty.The population in this study were 463 cattle breeders in Sungai Penuhyang City. By using the Slovin opinion obtained a sample of 83 people so that the entire population is made into a full sample (census). Analysis of independent and dependent variables is carried out through descriptive and regression analysis and to prove the hypothesis is used t and F testsThe conclusion of the study that the partial and simultaneous hypothesis of the variable Quality of Service, Level of Trust and Satisfaction, towards the Farmer Breeders' Loyalty was proven / accepted in this study with the regression equation Y = 10,049 + 0,226 X1 + 0,310 X2 + 0,288 X3, with each t test value respectively 2.124 and 2.934 and 2.043 with sig values. 0.037, 0.004 and 0.044 smaller than 0.05. F test with a value of 31,952 sig. 0,000 <0,05 thus the variable X1 (Service Quality), X2 (Level of Trust), and X3 (Satisfaction) are partially and simultaneously have a significant effect on the Farmer Cattle Farmer Loyalty (Y). From the results of this study suggested Service Quality, Level of Trust and Satisfaction that have been achieved partially and simultaneously which are relatively good to be maintained and even improved so that the Farmer Breeders' Loyalty will increasingly increase.

scholarly journals Technology Analysis and the Need of a Value Framework

2021 ◽  
Vol 4 (1) ◽  
pp. 431-441
Author(s):  
Manuela Ingaldi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provision ◽  
Quality Of Services ◽  
Quality Level ◽  
A Value ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

Abstract We make purchases almost every day. We buy some products very often (e.g. food), others less often (e.g. furniture, car). Shops, selling products to customers, are not their producers, but rather provide them with services (commercial service). It is important that the customer, after making the purchase, is satisfied not only with the product, but also with the purchasing process itself. In order to determine what are the reasons for customer satisfaction or dissatisfaction, it is necessary to assess the quality of services, i.e. the process of making purchases by customers. In the available literature, there are many methods that are used to assess the service quality. However, their use is associated with the need to identify attributes that could well describe the service provision process, but also be a source of knowledge about customer satisfaction. The Retail Service Quality Scale (RSQS) developed by Dabholkar and his colleagues is applicable to assess the quality of services provided by shops, so it can be a ready-made tool that does not require the researchers to define attributes, as would be the case when using traditional methods. The aim of the paper was to assess the quality of operation of a traditional shop using the RSQS methodology. This study was carried out using a paper questionnaire that contained the attributes proposed in the RSQS. The survey was conducted among customers of a selected shop. The analyzed results made it possible to determine the quality level of commercial services provided by the research shop and to indicate its strengths and weaknesses. Additionally, the possibility of using the ready-made RSQS scale to assess the quality of commercial services provided in Polish economic realities was confirmed.

scholarly journals Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

2020 ◽  
Vol 189 ◽  
pp. 01022
Author(s):  
Xu xin ◽  
Chen jiaying
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Online Reviews ◽  
Service Level ◽  
Competitive Advantages ◽  
Web Crawler ◽  
Evaluation Indexes ◽  
Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

IoT and Cloud Computing

2017 ◽  
pp. 198-234 ◽  
Author(s):  
Oleksandr Rolik ◽  
Sergii Telenyk ◽  
Eduard Zharikov
Keyword(s):  
Service Quality ◽  
Resource Planning ◽  
Service Level ◽  
Level Of Service ◽  
Infrastructure Management ◽  
It Services ◽  
It Infrastructure ◽  
Use Of Resources ◽  
It Resources

The Internet of Things (IoT) is an emerging technology that offers great opportunities that is designed to improve the quality of consumers' lives, and also to improve economic indicators and productivity of enterprises, and more efficient use of resources. IoT system refers to the use of interconnected devices and distributed subsystems to leverage data gathered by sensors and actuators in some sort of environment and to take a proper decision on a high level. In this chapter, the authors propose an approach to Microcloud-based IoT infrastructure management to provide the desired quality of IT services with rational use of IT resources. Efficiency of IT infrastructure management can be estimated by the quality of services and the management costs. The task of operational service quality management is to maintain a given level of service quality with the use of minimum IT resources amount in IoT environment. Then, the maximum efficiency can be achieved by selecting such control when actual level of service corresponds to the coordinated with business unit and can be achieved by minimal costs. The proposed approach allows the efficient use of resources for IT services provision in IoT ecosystem through the implementation of service level coordination, resource planning and service level management processes in an integrated IT infrastructure management system based on hyperconvergence and software-defined principles. The main goals of this chapter are to investigate the state of art of the IoT applications resource demands in the context of datacenter architecture deployment and to propose Microcloud-based IoT infrastructure resource control method.

Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration

2020 ◽  
Vol 32 (6) ◽  
pp. 1197-1215
Author(s):  
Anwar Khamis Alsheyadi ◽  
Jawaher Albalushi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Affairs ◽  
Student Satisfaction ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Quality Level ◽  
Content Type ◽  
Effect Model

PurposeThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality (SERVQUAL) and student satisfaction (SS), and second, to explore the mediating role of cross-functional collaboration (CFC) on these relationships.Design/methodology/approachThe structural equation modelling was used to examine the direct and mediated effect models using data collected through a survey of 352 students from 18 higher education institutes (HEIs) in Oman.FindingsThe statistical analysis confirms our main hypotheses. First, the centrality of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality was established in the direct effect model, while the importance of tangibles and responsiveness was not confirmed in the mediated effect model. Second, it approved the partial mediation effect of CFC on the five dimensions of SERVQUAL and satisfaction.Research limitations/implicationsService quality, level of CFC and relative SS in higher education could be subjected to contextual verification and evaluation of these internal and external contextual factors should be considered.Practical implicationsSeveral implications are highlighted for the effective development of the service quality of student affairs departments (SADs), the development of CFC for effective management, development and deployment of various student affairs initiatives.Originality/valueThis paper satisfies the need to validate the SERVQUAL model in different contexts such as SADs, and the need to investigate the possible mediating effect of other factors on SERVQUAL dimensions and satisfaction to show how the latter can be achieved.

EVALUASI KUALITAS PELAYANAN KESEHATAN DASAR TERHADAP KEPUASAN PASIEN DI PUSKESMAS KOTA BUKITTINGGI TAHUN 2020

2020 ◽  
Vol 1 (2) ◽  
pp. 98-109
Author(s):  
Sriyus Yus Angelia ◽  
Sari Asih Utami ◽  
Mezza Yanti ◽  
Ratna Willys ◽  
Sumihardi Sumihardi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Information Provision ◽  
Distribution Data ◽  
P Value ◽  
A Value ◽  
Data Collection Technique ◽  
Satisfaction With Services

This research was based on the results of the BPJS assessment of the Guguk Panjang Health Center where the impression value of the Guguk Panjang Health Center was 66.25%. The research method used is a quantitative approach. The data collection technique used was questionnaire distribution. Data analysis used Outer Loading and Inner Loading analysis, while data processing was assisted by using SemPLS software. Based on the results of the study, the authors concluded that the quality of basic health services has a relationship with patient satisfaction. There is a relationship between the dimensions of service quality simultaneously. From the research results, it was obtained that the dimension of the service quality variable that had the greatest impact on patient satisfaction was the dimension of Assurance (Keteramplan) with an Original Sample value of 0.22. (p. Value 0.50%). Whereas for the officer reliability dimension there is no relationship with patient satisfaction with a hypothesis value of 0.449 0.05 as well as the dimensions of responsiveness and information provision there is no relationship with patient satisfaction with a value of 0.535 0.04. Thus, patient satisfaction with services at the Puskesmas Kota Bukittinggi is prioritized for improvement in the dimensions of reliability and responsiveness of officers.Penelitian ini dilatar belakangi dari hasil penilaian BPJS  terhadap Puskesmas Guguk Panjang dimana Nilai Kesan terhadap Puskesmas Guguk Panjang 66,25%. Metode penelitian yang digunakan adalah dengan pendekatan kuantitatif. Teknik pengumpulan data yang digunakan adalah penyebaran kuesioner. Analisis data menggunakan Analisis Outer Loading dan Inner Loading, sedangkan pengolahan data dibantu dengan menggunakan software SemPLS. Berdasarkan hasil penelitian, penulis membuat kesimpulan bahwa kualitas pelayanan kesehatan dasar ada hubungan dengan kepuasan pasien. Ada hubungan antara dimensi-dimensi kualitas pelayanan secara simultan. Dari hasil penelitian diperoleh data bahwa dimensi variabel kualitas pelayanan yang paling besar terhadap kepuasan pasien adalah dimensi Assurance (Keteramplan) dengan nilai Original Sampel 0, 222 yang kedua adalah kenyamanan lingkungan dengan hasil hipotesa (p value 0,017), sedangkan dimensi yang kecil adalah dimensi Empathy (p. Value 0.50%). Sedangkan untuk dimensi Kehandalan Petugas tidak ada hubungan dengan Kepuasan Pasien dengan nilai hipotesa 0,449 0,05 begitu juga dengan dimensi Daya tanggap dan pemberian informasi tidak ada hubungan dengan kepuasan pasien dengan nilai 0,535 0,04. Dengan demikian kepuasan pasien terhadap pelayanan di Puskesmas Kota Bukittinggi diutamakan peningkatan pada dimensi Kehandalan dan Daya Tanggap Petugas.

scholarly journals POSSIBILITIES FOR IMPROVING THE SERVICE QUALITY OF SMALL HOTELS IN NOVOSIBIRSK

2017 ◽  
Vol 11 (4) ◽  
pp. 168-180
Author(s):  
Лидия СТРЕБКОВА ◽  
Lydia STREBKOVA
Keyword(s):  
Service Quality ◽  
Corporate Culture ◽  
Business Processes ◽  
Services Quality ◽  
Price Policy ◽  
Service Level ◽  
Successful Operation ◽  
Fast Adaptation ◽  
Major Factors

The article considers the concept of hotel services quality, and pays special attention to the fact that service level depends on the focusing of staff on customer. An important condition for the successful operation of a small hotel is its orientation towards the consumer, consisting in enhance the perceived value of the service, in meeting its needs and, as a result, in achieving customer loyalty. Focusing of employees on customer is one of major factors of ensuring efficiency of activities and competitiveness of hotel. The author researches the quality assessment of the small hotels services in Novosibirsk. The main problems in rendering hotel services revealed by author are related to technical, functional and social service quality. Virtually all aspects of activities of small hotels have shortcomings showing the lack of system approach to management, despite the size and an organizational structure of enterprises which assume mobility and flexibility of management, fast adaptation to a market situation, requests of consumers, a high susceptibility to innovations. The author offers the recommendations for improving activities of small hotels, implementation of which will allow to increase hotel services quality. The management of small hotels of the Novosibirsk should pay attention to the following parameters: material and technical resources, quality standards, corporate culture, corporate style, staff policy, technologies of servicing, organization of business processes, range of services, price policy, and marketing communications. The service quality improvement should be complex and cover all activities of hotel. To hold the client, the enterprises of the industry of hospitality need to motivate the employees, to improve quality of the provided services, raising degree of a customer satisfaction and creating its loyalty of the organization.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN, KUALITAS FUNGSIONAL, DAN KUALITAS TEKNIKAL TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA SUZUKI MEDAN JAYA GROUP JL. KATAMSO NO 78 YOGYAKARTA)

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Ulfah Yuliana
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Technical Quality ◽  
Descriptive Research ◽  
A Value ◽  
Functional Quality ◽  
Research Type

This research aims to determine the effect of service quality , functional quality , and technical quality of the service user customer satisfaction Suzuki motorcycle servicing of Medan Jaya Group Yogyakarta. This research is a quantitative study descriptive research type. There are three independent variables , namely the quality of service, functional quality, and technical quality. While the dependent variable is customer satisfaction. The population in this study is customer of Suzuki Medan Jaya Group service motorcycle Katamso Number 78 Yogyakarta. Sample of 100 respondents using accidental sampling approaches. Based on the analysis of data obtained the following results : There is a simultaneous influence between the variables of service quality, functional quality, and technical quality of the service user customer satisfaction of Suzuki motorcycle servicing Medan Jaya Group Yogyakarta, the significant value of 0.000, with a regression equation Y = 0.148 X1 + 0.576 0.251 X2 + X3. There is a significant effect of the variable quality of service to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 2.359 with a significance value of 0.02. There is a significant effect of the variable functional quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 7.772 with a significance value of 0.000 . There is a significant effect of the variable technical quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 3.400 with significant value of 0.001 . Great contribution value of 69.4 % while the remaining 30.6 % is influenced by other factors . The results of the analysis using stepwise method showed that the functional quality dimension (X2) has the most dominant effect on customer satisfaction (Y) with a value of 10,017 t and a significant level of 0.000. Key words : quality of service , functional quality , technical quality and customer satisfaction.

scholarly journals Analisis Tingkat Kualitas Produk dan Tingkat Pelayanan Kentucky Fried Chicken (KFC) Cabang Palembang Trade Centre

2019 ◽  
Vol 16 (4) ◽  
pp. 203-211
Author(s):  
Santi Oktavianti
Keyword(s):  
Quality Of Service ◽  
Quantitative Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Air Conditioning ◽  
Service Level ◽  
Survey Result ◽  
Trade Center ◽  
Positive Effect

Tujuan penelitian – This research to identify and analyze the level of product quality and service level of Kentucky Fried Chicken (KFC) branch of the Palembang Trade Center Desain/Metodologi/Pendekatan – The variables used in this study is the level of product quality and service quality levels. The analytic technique used in this research is descriptive quantitative analysis Temuan – Based on the survey result revealed that the analysis of the level of product quality and service level of Kentucky Fried Chicken (KFC) in Palembang Branch Trade positive effect on service, this sesuiai with the consumer demand in expect include: KFC halal certified chicken, flavored chicken meat that is tender and delicious, as well as the packaging of products is good. Based on the results of the quality of service, consumers are comfortable with employees who are always friendly when ordering food and sprightly in helping consumers, as well as adequate facilities such as air conditioning, clean Restrooms, free parking and there are several restaurants in the arena children's play area Keterbatasan penelitian – Originality/value – Keywords : The level of product quality and service level

scholarly journals STUDENTS’ FOOD SERVICE SET UP IN SCHOOL CANTEENS: THEORY AND PRACTICE BASICS

2021 ◽  
Vol 71 (2) ◽  
Author(s):  
Nila Piatnytska ◽  
Oleg Parubec ◽  
Oleg Hryhorenko
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Providers ◽  
Age Groups ◽  
Food Service ◽  
Service Level ◽  
Theory And Practice ◽  
Self Service ◽  
Teachers And Parents

The article describes the analysis of transformation of food services at secondary school establishments in Kyiv. The main goal was to provide children with sufficient qualitative and safe food. Factors that contribute to the solution of this issue were identified. It was proved that the food service is an important part of this task. The current state of food service at school canteens and cafeteria was assessed. The following different method and ways of service were investigated: multi-profile nutrition, self-service with different payment methods for food, service by cooks and waters. The benefits, possible short-comings and difficulties of use of different methods were defined. Correctness of the use of these methods for the students of different age groups was scientifically proved. The measures which negatively impact the service level were also identified based on scientific research. The responsibilities of parents and other executive persons as moderators of food service process at school canteens were defined. The value of appropriate material and technical base which complies with building codes and rules as well as sanitary, hygienic and environmental standards for the serving process was demonstrated. The importance of customer service quality control was shown. The necessity of a study of customer demand with the help of surveys among students, teachers and parents was demonstrated as well as with the help of automatic system which will help to work out the number of methods for improving student service quality. A number of limitation factors which are introduced in connection with the spread of coronavirus infection were characterized and the assessment of these limitation factors on the quality of customer service was shown. The recommendations about using different limit methods were given. The necessity of new tender requirements to the food service providers in secondary schools were pointed out, which is supposed to improve their responsibility for the quality of service provided. The legitimacy of the use of various terms in the field of service was theoretically substantiated. The scientifically substantiated classification of methods and forms of service of students was carried out. The areas of work to bring the quality of food organization to the requirements and preferences of students were identified.

IoT and Cloud Computing

2020 ◽  
pp. 1157-1185
Author(s):  
Oleksandr Rolik ◽  
Sergii Telenyk ◽  
Eduard Zharikov
Keyword(s):  
Service Quality ◽  
Resource Planning ◽  
Service Level ◽  
Level Of Service ◽  
Infrastructure Management ◽  
It Services ◽  
It Infrastructure ◽  
Use Of Resources ◽  
It Resources

The Internet of Things (IoT) is an emerging technology that offers great opportunities that is designed to improve the quality of consumers' lives, and also to improve economic indicators and productivity of enterprises, and more efficient use of resources. IoT system refers to the use of interconnected devices and distributed subsystems to leverage data gathered by sensors and actuators in some sort of environment and to take a proper decision on a high level. In this chapter, the authors propose an approach to Microcloud-based IoT infrastructure management to provide the desired quality of IT services with rational use of IT resources. Efficiency of IT infrastructure management can be estimated by the quality of services and the management costs. The task of operational service quality management is to maintain a given level of service quality with the use of minimum IT resources amount in IoT environment. Then, the maximum efficiency can be achieved by selecting such control when actual level of service corresponds to the coordinated with business unit and can be achieved by minimal costs. The proposed approach allows the efficient use of resources for IT services provision in IoT ecosystem through the implementation of service level coordination, resource planning and service level management processes in an integrated IT infrastructure management system based on hyperconvergence and software-defined principles. The main goals of this chapter are to investigate the state of art of the IoT applications resource demands in the context of datacenter architecture deployment and to propose Microcloud-based IoT infrastructure resource control method.

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