scholarly journals Evaluation of the Food Service provided in the 2nd Engineering Group

2021 ◽  
Vol 9 (10) ◽  
pp. 415-435
Author(s):  
Bruno Martins Leveau ◽  
Jonas Gomes da Silva
Keyword(s):  
Customer Satisfaction ◽  
Food System ◽  
Food Service ◽  
Armed Forces ◽  
Online Questionnaire ◽  
Four Dimensions ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Main Item ◽  
The City

The food system of the Brazilian Armed Forces is governed by specific rules and financed by federal collections. In this context, the research proposes a methodology that allows evaluating the average level of satisfaction of users of the foodservice provided in the Procurement of the 2nd Engineering Group, located in the city of Manaus, capital of Amazonas. Therefore, an online questionnaire was developed and applied, adapted from the model proposed by Barros (2013), using four quality dimensions: (i) product quality; (ii) environmental conditions; (iii) facilities; and (iv) employees. The questionnaire has 19 items distributed among the four dimensions, in which the respondent indicated their level of satisfaction using the 10-point Likert scale. The questionnaire was available for ten days and obtained 105 respondents. Data were analyzed using the mean and standard deviation of dimensions and items. It was observed that the “employees” dimension obtained the best evaluation, and the item with the best performance was “employees' hygiene”. On the other hand, the “facilities” dimension had the worst performance, and the main item that needs improvement is “access to people with special needs”. After analyzing the data, the main conclusion of the survey was that the level of customer satisfaction with the aforementioned food service is “GOOD”. In the end, improvement suggestions were made for five items considered to be the most critical. For future studies, it is suggested to evaluate the level of customer satisfaction with that service after applying the improvement actions suggested in this work.

The Influence of Marketing Mix Variables on Purchasing Decisions and Its Impact on Post-Purchase Customer Satisfaction of Royal Garden Residence Bali Housing (Study at PT Properti Bali Benoa)

2021 ◽  
Vol 4 (1) ◽  
pp. 157-172
Author(s):  
Edi Sugiono ◽  
Andini Nurwulandari ◽  
Christiani Junita
Keyword(s):  
Customer Satisfaction ◽  
Marketing Mix ◽  
Purchase Decisions ◽  
Purchasing Decisions ◽  
Online Questionnaire ◽  
Product Price ◽  
Average Value ◽  
Decision Variables ◽  
Post Purchase ◽  
The City

A B S T R A C TThe research objective is to determine the effect of: marketing mix variables(product, price, location and promotion) on purchasing decision variables,marketing mix variables on customer satisfaction variables, purchasing decisionvariables on customer satisfaction variables at Royal Garden Residence Balihousing with purchase decisions as a mediating variable. . This research wasconducted in the city of Bali, with the object of research being the residentialconsumers of Royal Garden Residence Bali as the population in this study, with asample size of 150 respondents and using random sampling techniques. The datacollection method is in the form of an online questionnaire via google form andwhatsaap due to the situation in Indonesia which is currently being hit by theCovid-19 pandemic. The results of this study indicate that respondents have a goodperception of the variable marketing mix, purchase decisions and post-purchasesatisfaction Royal Garden Residence Bali. This is because the average value for allresearch variables is greater than 4 on the Likert scale. The results showed that themarketing mix variable both simultaneously and partially had a positive andsignificant effect on housing purchase decisions and the marketing mix variablehad a positive and significant effect both simultaneously and partially on consumersatisfaction after purchasing Royal Garden Residence Bali housing, and purchasingdecisions had a positive and significant effect. significant on consumer satisfactionafter purchasing the Royal Garden Residence Bali housing. Then the research alsoproves that there is an indirect influence of the marketing mix variable on consumersatisfaction after purchasing the Royal Garden Residence Bali housing through thepurchase decision. Promotion is the most dominant variable in increasingconsumer purchasing decisions for Royal Garden Residence Bali housing.

Socially Responsible Buyers' Online Trust on the Website and Their Level of Satisfaction

2021 ◽  
pp. 80-97
Author(s):  
Luis Enrique Valdez
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Baja California ◽  
Moderating Effect ◽  
The Other ◽  
Online Questionnaire ◽  
Socially Responsible ◽  
Online Trust ◽  
Other Hand ◽  
Level Of Satisfaction

The study focuses on a sample of 663 socially responsible online consumers from the Sonora, Baja California, and Sinaloa regions in Mexico. For the data collection, it was carried out during the months of April to August 2020, and an online questionnaire was used addressed to each of the residents of these regions between the ages of 20 and 55 and who are economically active. The objective of this manuscript is 1) to identify the effect that the website has on socially responsible buyers and their level of satisfaction; 2) to identify if socially responsible buyers have an effect on customer satisfaction; 3) on the other hand, to demonstrate if the buyer experience has a moderating effect between website security and socially responsible buyers; and 4) verify if the buyer experience has a moderating effect between socially responsible buyers and the level of customer satisfaction.

scholarly journals The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

2019 ◽  
Vol 11 (4) ◽  
pp. 1113 ◽  
Author(s):  
Miklós Pakurár ◽  
Hossam Haddad ◽  
János Nagy ◽  
József Popp ◽  
Judit Oláh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Two Dimensions ◽  
Initial Model ◽  
Four Dimensions ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Financial Aspect

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

scholarly journals Determinants of Satisfaction for Automotive After Sales Service Quality: A Preliminary Application of AutoSERVPERF Model

2020 ◽  
Vol 15 (2) ◽  
pp. 197-208
Author(s):  
Nooraini Mohamad Sheriff ◽  
Nur Idayu Roslan ◽  
Yuhanis Yusoff
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
High Performance ◽  
Sampling Technique ◽  
Close Monitoring ◽  
Four Dimensions ◽  
Determinants Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection.  The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.

scholarly journals How to evaluate the "Bolsa Universidade" Program in Manaus

2019 ◽  
Vol 7 (11) ◽  
pp. 1483-1501
Author(s):  
Jonas Gomes da Silva ◽  
Juliana Da Silva Ferreira
Keyword(s):  
Public Service ◽  
The Other ◽  
Reliability Test ◽  
Satisfaction Level ◽  
Online Questionnaire ◽  
Future Studies ◽  
Level Of Satisfaction ◽  
Alpha Reliability ◽  
Quality Dimensions ◽  
Educational Inclusion

The research evaluates the satisfaction level of the services provided by the Manaus Municipal Public Service School and Socio-Educational Inclusion (ESPI) to the scholarship holders of the Bolsa Universidade Program. To this end, an online questionnaire adapted from the SERVPERF model was applied, using five quality dimensions: tangible, reliability, effectiveness, assurance and empathy. It has 20 items distributed among the dimensions, where the respondent indicated their level of satisfaction through a 10-point Likert scale. It was available for eight days and had 442 respondents. After data collection, the Cronbach's alpha reliability test was performed. Then, the data were analyzed using the average and standard deviation of dimensions and items. It was observed that the best dimention was reliability, and the item with the best performance was the “reliable documentation management”. On the other hand, the dimension that needs improvement is effectiveness, and the item that needs urgent improvement is “waiting in line for documentation delivery”. After analyzing the data, the main conclusion was that the level of satisfaction was considered Good. In the end, suggestions for improvement were made for the critical items. For future studies, it is suggested to evaluate the level of satisfaction after applying the improvement actions.

scholarly journals Assessment of the quality of care according to parents and - or guardians, pediatric dentistry service, Hospital Pediatrico del Niño Jesus, Cordoba, Argentina

2021 ◽  
Vol 31 (3) ◽  
pp. 4-11
Author(s):  
Irene Cavallari ◽  
◽  
Alejandra Bono ◽  
Keyword(s):  
Quality Of Care ◽  
Educational Level ◽  
Random Sampling ◽  
Pediatric Dentistry ◽  
Dental Service ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
The Individual ◽  
The City

Objective: To evaluate the quality of care perceived by parents or guardians of children seen in the pediatric dentistry service of the HPNJ in the city of Córdoba, 2019.Methods: The SERVPERF survey was applied to a sample of 427, calculated by random sampling. The responses were processed in Infostat professional version 2018. The means of the 22 questions of the questionnaire were calculated, the five quality dimensions were analyzed in detail and the responses of the PSF (population without fissure) and PCF (population with fissure) groups were compared.Results: The dimensions with the highest level of satisfaction were Reliability and Empathy and the dimensions with the lowest satisfaction were Tangibility and Responsivenessin both groups, with higher perceived quality in the PCF group in the individual analysis and in overall satisfaction.Conclusions: The parents and/or guardians surveyed expressed positive assessments of the quality of the dental service received. The best valued dimensions were Reliability and Empathy and the least rated were Tangibility and Responsiveness. Overall satisfaction was related to sex, age, educational level and social coverage

scholarly journals TINGKAT KEPUASAN KONSUMEN TERHADAP ATRIBUT BUAH PEPAYA DI PASAR TRADISIONAL KOTA SURAKARTA

2020 ◽  
Vol 20 (2) ◽  
pp. 104-111
Author(s):  
M.Th. Handayani ◽  
Ratih Dwi Kartikasari ◽  
Nur Husnina Fatin
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Index Method ◽  
Satisfaction Index ◽  
Traditional Markets ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction ◽  
Consumer Ratings ◽  
Traditional Market ◽  
The City

This study aims to determine the level of satisfaction of consumers towards the attributes of papaya in the traditional market of Surakarya City. Data is processed using the CSI (Customer Satisfaction Index) method. The study was conducted from January to March 2020 in Surakarta City with 100 consumers as respondents. CSI analysis is used to measure the level of customer satisfaction through the calculation of consumer ratings of the attributes of indicators attached to an item. The results of the study based on CSI values indicate that the results of consumer satisfaction in traditional markets are classified as satisfied (80,59%). The order of consumer satisfaction with the attributes of papaya in traditional markets is the variable taste, size, level of maturity and price. Consumers are satisfied because the expectations in buying for papaya in traditional markets in the city of Surakarta have been fulfilled.

scholarly journals Percepción del usuario en la utilización del servicio en el programa de ocio y tiempo libre de la secretaria de deportes y recreación de Itagüí Colombia

2021 ◽  
Vol 10 (2) ◽  
pp. 1-24
Author(s):  
Edwin Alejandro Ramirez Perez
Keyword(s):  
Free Time ◽  
The South ◽  
Cronbach’S Alpha ◽  
Cross Sectional ◽  
Four Dimensions ◽  
Cronbach's Alpha ◽  
A Value ◽  
Participation Of Women ◽  
Level Of Satisfaction ◽  
The City

Esta investigación se desarrolló en la ciudad de Itagüí, es un Municipio ubicado en el sur del departamento de Antioquia-Colombia, el estudio que se realizó fue transversal, y pretendía conocer la percepción del usuario frente a los servicios prestados por el ente deportivo de esta ciudad. Este trabajo tuvo como objetivo determinar el nivel de satisfacción de los usuarios del programa “Ocio, tiempo libre y recreación” de la Secretaría de Deportes y Recreación de Itagüí por medio del instrumento EPOD de Nuviala (2008). Está herramienta está conformada por cuatro dimensiones, las cuales se adaptaron al medio, la escala fue validada en su contenido por medio del Alpha de Cronbach con un valor de 0,826. Los ítems mejor valorados fueron los técnicos o instructores y actividades. Dentro de los grandes hallazgos se demostró que hay más participación del sexo femenino que masculino en los programas que oferta el ente Municipal. This research was developed in the city of Itagüí, it is a Municipality located in the south of the department of Antioquia-Colombia, the study that was carried out was cross-sectional, and it sought to know the user's perception of the services provided by the sports entity of this city. The objective of this work was to determine the level of satisfaction of the users of the program "Leisure, free time and recreation" of the Secretariat of Sports and Recreation of Itagüí by means of the EPOD instrument of Nuviala (2008). This tool is made up of four dimensions, which were adapted to the environment, the scale was validated in its content by means of Cronbach's Alpha with a value of 0.826. The best valued items were the technicians or instructors and activities. Among the great findings, it was shown that there is more participation of women than men in the programs offered by the Municipal entity.

Purchasing Behaviour in an Online Supermarket

2010 ◽  
Vol 52 (1) ◽  
pp. 111-129 ◽  
Author(s):  
Frederic Marimon ◽  
Richard Vidgen ◽  
Stuart Barnes ◽  
Eduard Cristóbal
Keyword(s):  
Service Quality ◽  
Empirical Evidence ◽  
Structural Equation ◽  
Perceived Value ◽  
Extended Model ◽  
Online Service ◽  
Online Questionnaire ◽  
Four Dimensions ◽  
Quality Dimensions ◽  
Purchasing Behaviour

The purpose of this paper is twofold: first, to assess the applicability of the four dimensions of online service quality, as proposed in the E-S-QUAL scale, to the setting of an online supermarket; and, second, to propose and test a model that links these e-quality dimensions with loyalty and purchasing behaviour in the setting of an online supermarket. An online questionnaire was used to survey 131 customers of an online Spanish supermarket using the E-S-QUAL scale. The data were analysed by exploratory factor analysis to test the applicability of the E-S-QUAL scale to the setting of an online supermarket and generate an extended model (including constructs for ‘perceived value’, ‘loyalty’ and ‘actual purchases’). The model was then checked by structural equation modelling (SEM). The four dimensions proposed by the E-S-QUAL scale were confirmed in the setting of an online Spanish supermarket. The influence of these various quality dimensions on perceived value, loyalty and actual purchases are delineated here. The study reassures online vendors that E-S-QUAL is an appropriate instrument by which to measure online service quality. The study also provides empirical evidence that high levels of e-service quality have a positive influence on purchasing behaviour. The study is the first to provide definitive empirical evidence of the commonly presumed linkage between the quality dimensions proposed in the E-S-QUAL scale and the constructs of loyalty and actual – not self-reported – purchase behaviour.

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 %.

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