scholarly journals Quality And Prosumership. Proserv: A New Tool For Measuring The Customer Satisfaction

2017 ◽  
Vol 18 (3) ◽  
pp. 409-426
Author(s):  
Enrico Ciavolino ◽  
Sergio Salvatore ◽  
Piergiorgio Mossi ◽  
Marta Vernai
Keyword(s):  
Theoretical Model ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hierarchical Structure ◽  
Quality Model ◽  
Global Satisfaction ◽  
Satisfaction Index ◽  
Fundamental Part ◽  
Path Modelling ◽  
Constitutive Components

The current paper aims to present a new modelfor assessingthe Customer Satisfaction. The model, named Prosumership Service Quality Model (PROSERV), can be seen as an extension ofthe European Customer Satisfaction Index (ECSI), where the centrality of the customer is developed in order to take into account the prosumership as a fundamental part of service quality and satisfaction. The theoretical model has been formalized in 4hypotheses: (HP1) the PROSERV-Q questionnaire has a good level of reliability; (HP2) the PROSERV-Q underlies the three level abstraction modelled by PROSERV; the estimated level of overall satisfactionhas high correlation with the external global satisfaction index (HP3) and Loyalty (HP4).In order to test these hypotheses, the PROSERV -and the associated questionnaire PROSERV-Q –are applied to a sample of 680 customers of services. The theoretical model has been conceptualized as a three levels hierarchical structure, and statistically formalized with the PLS Path Modelling (PLS-PM) with higher-order constructs.Results are consistent with hypotheses, in that providing evidence that the three-level PROSERV model is able to capture the fundamental constitutive components of customer satisfactionand, at same time, affects the loyalty.

Relationship between Service Quality and Customer Satisfaction of Commercial Bank Customers, Nairobi Kenya

2016 ◽  
Vol 2 (5) ◽  
Author(s):  
Victor Lusala Aliata ◽  
Patrick B. Ojera ◽  
Jairo K. Mise
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Banking Industry ◽  
Sampling Technique ◽  
Target Population ◽  
Quality Model ◽  
Satisfaction Index ◽  
Negative Results ◽  
The Relationship

Marketing strategy remains a critical driver of customer satisfaction and competitiveness in the banking industry globally. Despite this, Commercial banks in Kenya are yet to attain required customer satisfaction levels. This is evident in the low average customer satisfaction index (CSI) which dropped from 67% in 2011 with a downward trend to 60% in 2015 way below the Kenyan Banking industry benchmark of 77%. Studies on the relationship between service quality and customer satisfaction revealed both positive and negative results. The main purpose of this study was to analyse the relationship between service quality and customer satisfaction of commercial bank customers in Nairobi, Kenya. The target population was 1,072,500 customers of commercial bank customers in Nairobi. A sample of 384 was drawn using proportionate stratified random sampling technique to constitute 242 Retail, 81 Business and 61 corporate customers. The results revealed that service quality significantly contributed to customer satisfaction at (β=.488, p less than .05). It was concluded that service quality contributes to customer satisfaction. The study recommends a more emphasis on improving and maintaining high service quality levels translating to customer satisfaction. Therefore the research provides a validated service quality model that can be used to clearly measure levels of service quality in relation to levels of customer satisfaction.

Classification of service quality attributes using Kano’s model

2015 ◽  
Vol 33 (4) ◽  
pp. 457-470 ◽  
Author(s):  
Nirmalya Bandyopadhyay
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Integrated Approach ◽  
Quality Attributes ◽  
Index Score ◽  
Quality Model ◽  
Content Type ◽  
One Dimensional ◽  
Satisfaction Index ◽  
Quality Dimensions

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.

scholarly journals Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

2019 ◽  
Vol 7 (4) ◽  
pp. 147-153
Author(s):  
Dewi Suranti ◽  
Yupianti Yupianti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Evidence ◽  
Agricultural Extension ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.

scholarly journals Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited

2018 ◽  
Vol 10 (3) ◽  
pp. 101
Author(s):  
Eric Oduro ◽  
Francis O. Boachie-Mensah ◽  
Gloria K. Q. Agyapong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Multiple Regression ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Mobile Network ◽  
Satisfaction Index ◽  
Customer Expectation ◽  
Product Service

The study examined the determinants of customer satisfaction in MTN Ghana Limited. The variables of concern were customer expectation, relationship quality, perceived value, perceived quality, and customer loyalty. The American Customer Satisfaction Index (ACSI) model was adapted as the main framework for analyzing customer satisfaction. Data for the study came from a systematic random sample of 377 MTN mobile subscribers, employing questionnaires. Two managers of the mobile network were interviewed on issues related to their CRM systems. Multiple regression analyses were used to examine the relationship between customer expectation, relationship quality, perceived value, perceived (product/service) quality, customer loyalty, and customer satisfaction. The results of the multiple regression indicated that significant positive relationship existed between customer satisfaction and perceived (product/service) quality, relationship quality, and customer loyalty, but not for other variables such as customer expectation, customer complaint, and perceived value. The implications are that MTN Ghana should consider the perceptions of customers on product/service quality, the level of relationship quality and loyalty when managing relationships with customers. The company should put measures in place to build and maintain quality relationships with customers, and also improve the quality of products and services offered to customers. Again, there is the need for management to bridge the gap in their perception of relationship quality and that of customers.

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals Analisis Sistem Pendukung Keputusan Menentukan Kualitas Pelayanan Pada Hotel Grandhika Menggunakan Metode Customer Satisfaction Index dan Service Quality

2021 ◽  
Vol 19 (2) ◽  
pp. 85
Author(s):  
Suardi Yakub ◽  
Puji Sari Ramadhan ◽  
Siti Zahara ◽  
Jufri Halim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Hotel GranDhika Setia Budi Medan adalah hotel yang telah mendapatkan Bintang 4 dan berlokasi strategis yang terletak dekat dengan Universitas Sumatera Utara. Disini, para tamu dapat menikmati akses mudah ke berbagai pusat Pendidikan, bisnis, dan tujuan wisata di ibu kota Sumatera Utara. Hotel GranDhika mempunyai 101 ruangan Superior, 7 Deluxe Balcony, 12 Deluxe Executive, dan 3 Junior Suite. Serta mempunyai beberapa fasilitas diantaranya Internet akses yang cepat, Kolam Renang, Laundry, dll. Dari sumber tripadvisor saya mendapatkan data bahwa dari 59 ulasan, Hotel tersebut telah  mendaptakan nilai 3.5 (sangat bagus) diantaranya yang paling menonjol adalah Lokasi, Kebersihan, Layanan. Data yang saya ambil dari traveloka dengan jumlah tamu 2.131 telah mendapatkan nilai 8.6 dari 10 (Impressive), penilaian yang paling menonjol adalah kebersihan dan keramahan. Aplikasi ini bertujuan untuk membuat sebuah keputusan menggunakan metode CSI (Customer Satisfaction Index) dan Service Quality dengan hasil dengan hasil yang didapat adalah 75,55% dan menunjukkan data tersebut yang berarti konsumen puas.

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN USAHA BENIH PADI CIGEULIS

2016 ◽  
Vol 15 (2) ◽  
pp. 203-212
Author(s):  
Siti Patimah ◽  
Basuki Sigit Priyono ◽  
Witman Rasyid
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Rice Seed ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Level Of Satisfaction

This research was conducted in Kepahiang District, Bengkulu Province which had been held from April 29, 2015 until May 29, 2015. The purposes of this study were (1). To determine level of service quality rice seed Cigeulis in BBIPP, (2). To determine level of Satisfaction of consumers to services rice seed Cigeulis. The method used for the service is a method Importance Performance Analysis (IPA) and the level of satisfaction using the Customer Satisfaction Index (CSI). From the CSI service Cigeulis rice seed in the district Kepahiang Bengkulu province amounted to 80,35% of this index is on a scale satisfied. Keywords: Performance, IPA, CSI

Sign in / Sign up

Export Citation Format

Share Document