Effects of Transit Quality of Service Characteristics on Daily Bus Ridership

Safaricom Public Limited Company faces diverse challenges regarding service quality aspects. The communication authority of Kenya ensures that the quality of service amongst the mobile service providers in Kenya is in compliance with Kenya Information and Communication Act of 1998. While the other telecommunication players like Airtel and Telkom Kenya improved in their service quality, Safaricom failed to register any service quality improvement. Safaricom further failed to meet the minimum service quality on eight of the ten regions that were checked by Communication Authority of Kenya. Safaricom has consistently performed poorly and below the minimum set quality threshold in relation to service quality for the four years preceding 2016 financial years in its performance. This study therefore sought to examine the influence of service characteristics on service quality of Safaricom Public Limited Company in Nakuru County. The study was guided by the following specific objectives: to examine the role of service intangibility, service inseparability, service perishability and service variability on the service quality of Safaricom public limited company in Nakuru County. This study adopted expectancy theory and servqual methods in meeting its objectives. This study used descriptive research design to guide the study in meeting its objectives. The study targeted the customers who enter into Safaricom Public Limited Company shop in Nakuru County in any particular day. A sample size of 95 customers was used. This study used structured questionnaires to obtain data from respondents of the study. This study used subject matter experts who comprises of the research supervisor and the four managers from the Safaricom Public Limited Company. Cronbach’s Alpha test of internal consistency was used to test the reliability of the questionnaire using the data obtained from the pilot study carried out using 10 respondents from Airtel Kenya. The filled questionnaires were checked for completeness and then coded and entered into Statistical Package for Social Sciences (SPSS) for analysis. Both descriptive and inferential statistics were used in the analysis of data. The entire analysis was presented in form of tables. The study revealed that the multiple regression model used in this study was statistically significant in predicting the level of service quality at Safaricom Public Limited in Nakuru County. In respect to this, it was found that quality of service at Safaricom Public Limited in Nakuru County could be significantly be predicted using service variability, service perishability, service intangibility, and service inseparability as predictor variables. It was also revealed that 77.6% of the variability in service quality at Safaricom Public Limited in Nakuru County is due to changes that occur in service variability, service perishability, service intangibility, and service inseparability. The model was found to be accurate in its prediction due to a small standard error of the estimate of 0.11327. The study findings and recommendations are of great importance to Safaricom Public Limited Company in understanding what needs to be addressed in order to improve the quality of service they offer to their customers. This study will also benefit customers of Safaricom Public Limited Company in receiving quality services as a result of readdressing the previous methods of service delivery. Future researchers and academicians stand to benefit from this study as it lays the foundation on which their studies was based.

Download Full-text

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di Pt. Bank Central Asia (Bca) Tbk Cabang Undaan Surabaya

AKRUAL Jurnal Akuntansi ◽

10.26740/jaj.v6n1.p85-105 ◽

2014 ◽

Vol 6 (1) ◽

pp. 85

Author(s):

Yulian Belinda Rahmawati

Keyword(s):

Quality Of Service ◽

Linear Regression ◽

Customer Satisfaction ◽

Central Asia ◽

Random Sampling ◽

Quality Of Services ◽

Stratified Random Sampling ◽

Analysis Techniques ◽

Service Characteristics

AbstractThis study aims to determine the effect of Quality of Service Characteristics on Customer Satisfaction in the PT. Bank Central Asia (BCA) Branch Surabaya Undaan. The sampling in this study using stratified sampling (Stratified Random Sampling). Analysis techniques that are used are double linear regression. The calculation result shows that the quality of services simultaneous effect on customer satisfaction in PT. Bank Central Asia (BCA) Branch Surabaya Undaaan. The quality of services that include variables Responsiveness, Tangibles, Empathy, Assurance, and Reliability in a partial effect on customer satisfaction in PT. Bank Central Asia (BCA) Branch Surabaya undaaan.

Download Full-text

INFLUENCE OF CALCULATION ACCURACY OF TRAFFIC SELF-SIMILARITY EXPONENT ON A QUALITY OF SERVICE CHARACTERISTICS

Proceedings of the O S Popov ОNAT ◽

10.33243/2518-7139-2020-1-1-88-94 ◽

2020 ◽

Vol 1 (1) ◽

pp. 88-94

Author(s):

A.G. Lozhkovskyi ◽

V.A. Turchyn ◽

V.S. Andriiaka ◽

Keyword(s):

Quality Of Service ◽

Hurst Exponent ◽

Accurate Determination ◽

Similarity Coefficient ◽

Time Interval ◽

Self Similarity ◽

Service Characteristics ◽

Self Similar

The quality of service (QoS) characteristics in any telecommunication system depend on its scheme, requirements servicing rules and, to the greatest extent, on the type of traffic generated by the system requirements flow. In packet communication networks, a mathematical model of self-similar traffic is used, where the time interval between packets is described by Pareto or Weibull distributions. With an increase in the degree of self-similarity of packet traffic, the QoS characteristics in the system significantly deteriorate compared to servicing, for example, Poisson traffic. But for such traffic there is no reliable methodology for calculating the characteristics of the quality of service. The degree of selfsimilarity of traffic is determined by the Hurst exponent H or the coefficient of self-similarity. The method of increasing the accuracy of calculating the quality of service characteristics in a packet communication network with self-similar traffic due to a more accurate determination of the self-similarity coefficient or Hurst exponent depending on the parameters of the probability function of the distribution of the time interval between packets is analyzed. For self-similar traffic, the accuracy of new formulas for calculating the traffic self-similarity coefficient based on the shape parameter of the probability distribution has been verified. After a more accurate determination of the Hurst exponent, the average value of the number of packets in the system is calculated using the Norros formula, and then, from the approximation of the distribution function of the system states, the probability of waiting for packet service is calculated. With increasing accuracy of calculating the Hurst exponent, the accuracy of calculating the very characteristics of the quality of service also increases. Simulation confirmed the higher accuracy of these methods for calculating QoS characteristics in a system with self-similar traffic. Moreover, the differences in simulation and calculation results do not exceed 3 ... 5%.

Download Full-text

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen ◽

10.32477/jrm.v3i2.183 ◽

2016 ◽

Vol 3 (2) ◽

pp. 159-173

Author(s):

Susi Minarsih ◽

Ary Sutrischastini

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Level Of Service ◽

Research Use ◽

Validity And Reliability ◽

Analysis Instrument ◽

Service Execution ◽

Traditional Market ◽

Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

Download Full-text

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

Jurnal MAPS (Manajemen dan Perbankan Syariah) ◽

10.32483/maps.v2i1.12 ◽

2018 ◽

Vol 2 (1) ◽

pp. 1-15

Author(s):

Intan Nurrachmi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Market Share ◽

Significant Influence ◽

Strong Correlation ◽

T Test ◽

Market Expansion ◽

Difference Constraints ◽

Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

Download Full-text

PENGARUH KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP SIKAP DALAM PENGGUNAAN SISTEM APLIKASI DENGAN KEMUDAHAN PENGGUNAAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI ONLINE (GOJEK) DI YOGYAKARTA

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v27i2.345 ◽

2019 ◽

Vol 27 (2) ◽

pp. 119-133

Author(s):

Putri Aprilia Isnaini ◽

Ida Bagus Nyoman Udayana

Keyword(s):

Social Media ◽

Quality Of Service ◽

Information Quality ◽

Sampling Technique ◽

Ease Of Use ◽

Quality Of Services ◽

Quality Of Information ◽

Transportation Services ◽

Application Systems

This writing is done to determine the effect of information quality and service quality on attitudes in the use of application systems with the ease of use of the system as an intervining variable in online transportation services (gojek) in Yogyakarta. The sample in this study is customers who use online motorcycle transportation services in Yogyakarta. The sampling technique uses accidental sampling technique. Data collection is done by distributing online questionnaires through the Goegle form and distributed with social media such as WhatsApp and Instagram on a 1-4 scale to measure 4 indicators. The results of this study show 1) the quality of information affects the ease of use, 2) the quality of service affects the ease of use, 3) the quality of information influences attitudes in use, 4) the quality of services does not affect attitudes in use, and 5) ease of use attitude in use.

Download Full-text

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

Liquidity ◽

10.32546/lq.v1i1.157 ◽

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 %.

Download Full-text

Model Arsitektur Monitoring Obat melalui Pendekatan Togaf Adm dan Cloud Database

Jurnal Sisfokom (Sistem Informasi dan Komputer) ◽

10.32736/sisfokom.v7i2.567 ◽

2018 ◽

Vol 7 (2) ◽

pp. 155

Author(s):

Guntoro Barovih ◽

Salimin Salimin

Keyword(s):

Quality Of Service ◽

Cloud Database ◽

Model Database

Maraknya peredaran obat ilegal membuat resah pemerintah dan masyarakat. Perlu adanya payung hukum untuk memberantas peredaran obat ilegal ini. Selain payung hukum yang kuat diperlukan juga mekanisme pengawasan pengawasan obat yang baik. Penelitian ini memcoba menciptakan suatu sistem pengawasan obat yang menghubungkan setiap stackholder farmasi mulai dari industri farmasi hingga instalasi sediaan farmasi dan terintegrasi pada dua instansi pemerintah yaitu DinKes dan BPOM selaku badan pengawasan melalui infrastruktur Cloud. Sistem yang dibangun menggunakan metode Togaf ADM dengan melibatkan 4 tahapan didalamnya. Untuk menjamin apakah sistem yang dibangun memiliki konsistensi yang baik maka dilakukan pengujian performa server dengan menggunakan parameter Quality of Service. Hasil dari penelitian ini menjabarkan bentuk model database yang bisa digunakan di platform aplikasi yang berbeda serta hasil pengujian performa yang didapatkan nilai dari parameter yang digunakan memenuhi standar tiphon dengan kategori sangat baik, sehingga konsistensi data yang tersimpan akan bernilai positif atau konsistensi data bisa terjamin.

Download Full-text

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

Journal of Technology and Operations Management ◽

10.32890/jtom2018.13.2.7 ◽

2018 ◽

Vol 13 (Number 2) ◽

pp. 67-77

Author(s):

Anis Syamimi Abd Rahim ◽

Mohd Norhasni Mohd Asaad

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Descriptive Statistics ◽

Iso 9001 ◽

Quality Of Services ◽

Research Questions ◽

Spss Software ◽

The Relationship ◽

Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Download Full-text