A Study on the Effect of Educational Service Quality on Education Service Value, Participation Satisfaction and Long-term Relationship Orientation by Ballet Participants

2019 ◽  
Vol 24 (6) ◽  
pp. 33-47
Author(s):  
Hyung Chul Joo ◽  
Yong Gun Lee
Keyword(s):  
Service Quality ◽  
Educational Service ◽  
Service Value ◽  
Relationship Orientation ◽  
Education Service

scholarly journals Effect of Service Quality on Service Value and Customer Retention for Clothing Store Brands in China

Tekstilec ◽  
2020 ◽  
Vol 63 (4) ◽  
pp. 242-255
Author(s):  
Bestoon Othman ◽  
◽  
He Weijun ◽  
Zhengwei Huang ◽  
Jing Xi ◽  
...  
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Customer Retention ◽  
Target Market ◽  
Store Brand ◽  
Store Brands ◽  
Service Value ◽  
Clothing Store ◽  
The Relationship

An increasing number of new Chinese clothing store brands are selling and offering similar products and services and consequently clothing store brand providers must compete to survive in this industry. They need to focus on customers’ special needs and preferences to maintain and retain a long-term relationship. The objective of this study is thus to examine the relationship between service quality and customer retention for clothing store brands in China, and the mediated effect of service value in the relationship between service quality and customer retention for clothing store brands in China. A quantitative research for data collection was implemented. As many as 385 questionnaires were collected by the professor, PhD students, MSc students and BSc students of different nationalities in China. The data was analysed using SmartPLS and SPSS software. Customer perception of the quality of a service product in all sizes has a beneficial effect on customer retention. Service value affects customer retention positively. Practical implications for the target market of the clothing sector should be focused on young individuals aged 36 to 45 years, holding a Master’s degree and earn more than €1,000/month. Findings indicated significant and direct relationships between service quality, service value and customer retention. It was also found that service value has a full mediated effect. This study will be of interest to the clothing store brands in understanding how service quality is essential for maintaining a long-term relationship with customers.

THE QUALITY OF EARLY CHILDHOOD EDUCATION SERVICE IN INDONESIA

2017 ◽  
Vol 1 (1) ◽  
pp. 6-10
Author(s):  
Lim Sanny
Keyword(s):  
Early Childhood ◽  
Service Quality ◽  
Human Life ◽  
Educational Service ◽  
Childhood Education ◽  
Random Samples ◽  
Education Service ◽  
School Research ◽  
Good Reputation

Education is the most important thing as education is a strategic tool to improve the standard of human life. Parents play a very important role in choosing their children’s school. This research aims to find out the effect of quality of educational service and school reputation to parents’ satisfaction towards parents’ decision in choosing the school. Research is done in Indonesia, taking 400 random samples from Indonesia’s big cities. The result shows that parents’ decision in choosing a school is highly affected by the service quality of educational service and school reputation. As a result, the improvement of service quality for every school is required in order to make parents more satisfied and to gain a good reputation.

scholarly journals Penyuluhan Practical Approach of Service Excellent untuk Dosen dan Karyawan di Fakultas Hukum Universitas Tarumanegara

2019 ◽  
Vol 1 (1) ◽  
pp. 11-17
Author(s):  
Leonnard Ong
Keyword(s):  
Service Quality ◽  
Value Chain ◽  
Private University ◽  
Chain Model ◽  
Service Value ◽  
Law Faculty ◽  
Internal Service Quality ◽  
The University ◽  
Quantitative Indicators

ABSTRAK Globalisasi, liberalisasi pendidikan tinggi dan tingginya iklim persaingan menyebabkan perguruan tinggi saat ini seharusnya tidak hanya berfokus pada masalah administrasi dan indikator-indikator kuantitatif, tetapi yang paling penting adalah memberikan kualitas pelayanan yang tinggi bagi konsumen utama mereka. Dalam hal ini, terdapat dua jenis konsumen perguruan tinggi, yaitu konsumen internal dan konsumen eksternal. Model service-value chain menjelaskan hubungan antar kedua konsumen tersebut dan dua jenis service quality, yaitu internal dan external service quality. Kemampuan perguruan tinggi menjamin internal service quality akan membawa kepada external service quality yang akan menghasilkan kepuasan dan loyalitas mahasiswa. Kedua hal ini akan menjamin perguruan tinggi, khususnya perguruan tinggi swasta agar dapat bersaing dan memiliki keunggulan kompetitif dalam jangka panjang. Penyuluhan ini bertujuan untuk memberikan pengetahuan dan wawasan serta memberikan motivasi kepada para 22 dosen dan 19 karyawan di Fakultas Hukum, Universitas Tarumanegara mengenai konsep service quality berdasarkan model service-value chain, langkah-langkah aplikasinya, tingkatan service quality dan customer touch points. Metode penyampaian dilakukan dengan ceramah, tanya jawab, dan diskusi dengan peserta. Selama kegiatan ini berlangsung, peserta dapat mengikuti penyuluhan dengan interaktif dan sangat baik. Diharapkan adanya penyuluhan lanjutan mengenai materi yang disampaikan untuk memberikan pengetahuan lanjutan dan mengevaluasi praktik-praktik yang telah dilakukan pasca penyuluhan. ABSTRACT Globalization, liberalization of universities and high competitiveness should currently make the universities not only focus on the administrative stuff and the quantitative indicators, but most importantly to provide the highest service quality to their main customers. There are two types of universities’ customers, i.e. internal and external customers. The model of service-value chain explains the relationship between those two customers and two types of service qualities, i.e. internal and external service quality. The capability of the university to maintain the internal service quality will bring the external service quality to achieve students’ satisfaction and loyalty. These two achievements will guarantee the university, particularly the private university, to compete and to have the excellence competitiveness in the long term. This workshop aimed to provide the knowledge and insight as well the motivation to all 22 lecturers plus 19 employees of the Law Faculty of Tarumanegara University, regarding to service quality concept based on service-value chain model, the application steps, service quality levels and customer touch points. The methodology was chosen by giving discourse, question and answer and discussion among the participants. During the activities, the participants were able to interactively involve very well.  It is expected further workshop for the similar subject can be provided to extend the knowledge and to evaluate the practices which will have been made after the workshop.

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