scholarly journals Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area

Land ◽  
2020 ◽  
Vol 9 (9) ◽  
pp. 333
Author(s):  
Natalia Kowalska ◽  
Anna Ostręga
Keyword(s):  
Service Quality ◽  
Social Life ◽  
Global Economy ◽  
Mining Area ◽  
Tourism Industry ◽  
Hard Coal ◽  
Improve Quality ◽  
High Quality ◽  
Visitor Satisfaction

The increasing role of the tourism industry in the global economy and the growing competition makes it necessary to ensure constant performance and continually improve quality. The paper draws attention to the necessity of conducting research on tourist attraction quality also in post-industrial areas which have become attractive tourist sites. It is emphasised that industrial tourism is a new yet quickly developing phenomenon in Poland, which compels managers to differentiate their service range and improve quality standards. The paper employs the SERVQUAL (SERvice QUALity) method to assess the quality of tourist services as a theoretical instrument to measure overall visitor satisfaction. The subject of the research was the Silesian Museum, which is result of reclamation and revitalisation of the inactive “Katowice” Hard Coal Mine. The article presents an empirical verification of the methodology which was modified for the purposes of the research subject. The Museum is considered to be one of the most important cultural centres and a crucial element of the social life of the Silesia region where mining activity has been carried out for centuries. Thirty young people from different continents participated in the survey. The results demonstrated that the expectations of the visitors were not met in three cases only which suggests a very high quality of the Silesian Museum. Moreover, the presented results show increasing capabilities and opportunities to maintain a high quality of services in the studied facility. The findings indicate that the appropriately modified SERVQUAL methodology is a valuable and simple tool to evaluate visitor satisfaction. The results of the evaluation of the Silesian Museum services will be presented to the facility managers. Further research will be carried out after the improvement and implementation of the next stage of the Museum’s development.

Child Diagnosis of Autism - How It Can Change the Family Life

2017 ◽  
Vol 5 (1) ◽  
pp. 498
Author(s):  
Maria Stănescu
Keyword(s):  
Early Intervention ◽  
Family Life ◽  
Social Life ◽  
Decisive Role ◽  
Autistic Children ◽  
Child Behaviors ◽  
High Quality ◽  
Child Diagnosis ◽  
The Family

The article is about the role of the family in the education and formation of children and, especially, in the life and development of autistic children. It describes the problems their family is facing and the need for counseling to parents with autistic children. The reaction to finding the diagnosis of autism varies from one family to another and may encounter a large variety: from disbelief, anger, guilt, helplessness, devastation, surprise, or even rejection of the child, to understanding and relief when finally the parents have an explanation for their child behaviors. Early intervention is important in psychological sustaining of the parent, as parent involvement in the recovery of the child with autism has a determinant role in his development and in ensuring a high quality of life of the child and the life of the hole family. The response to a child's autism diagnosis varies from one family to another. The family goes through a variety of disbelief, anger, guilt, helplessness, devastation, surprise, or even rejection of the child, to understanding and relief. Early intervention is very important in the psychological support of the parent. Because any change disturbs the family equilibrium. A diagnosis of autism changes not only the life of the diagnosed child, but also the life of family members. All the resources are focused on the need of the child. Although each parent is different, after diagnosing the child with autism, all parents are overwhelmed by confusion, shock and denial. Parents' feelings can be influenced by how their children's situation affects different aspects of life - it has an impact on service, on social life and all their personal life. If we look at the family as a system and when a disturbing factor appears, all parts of the system are affected. The involvement of parents in the recovery of the child with autism has a decisive role in its development and in ensuring a high quality of child's life and family life.

scholarly journals EVALUATION OF POSTURE AND QUALITY OF LIFE IN FEMALES UNDERGONE MODIFIED RADICAL MASTECTOMY

2021 ◽  
Vol 10 (4) ◽  
pp. 3233-32337
Author(s):  
Shruti Deshpande
Keyword(s):  
Breast Cancer ◽  
Quality Of Life ◽  
Social Life ◽  
Radical Mastectomy ◽  
Improve Quality ◽  
Modified Radical Mastectomy ◽  
Social Domain ◽  
Common Cancer ◽  
Environment Domain

Breast cancer is most common cancer in females. Modified radical mastectomy is operation in female which affects social life and physical life. There is also slightly moderate in quality of life in female undergone modified radical mastectomy. The aim of the study was to find “Evaluation of Posture and Quality Of Life in Females undergone Modified Radical Mastectomy’’ This study was carried out in Physiotherapy OPD, Ravi Nair Physiotherapy College and AVBRH, Sawangi (Meghe), Wardha. The objectives included to evaluate posture in female’s undergone Modified radical mastectomy and to evaluate Quality of life. The present study titled “Evaluation of Posture and Quality of Life in females undergone Modified Radical Mastectomy” which comprised of 35 females. The present study showed that slight changes in posture in females undergone modified radical mastectomy and moderately hampered in social domain of quality of life. From the present study we concluded that there is slight changes in posture in female patients undergone MRM and there is good quality of life in physical , psychological , environment domain and moderate quality of life in social domain. This study will helps in evaluating posture and QOL after Modified radical mastectomy. Hence after every modified radical mastectomy conditions, therapists always follow ergonomics to prevent bad posture and improve quality of life. Hence, the evaluation of posture and QOL should be include in all assessment proformas related MRM conditions.

scholarly journals PROMOTION AND QUALITY OF SERVICE WITH INTERESTS TO VISIT TOURIST OBJECTS: SISTEMATIC SEARCH

2020 ◽  
Vol 2 ◽  
pp. 3-7
Author(s):  
Nellyn Lutur
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Service Quality ◽  
Marketing Strategy ◽  
Local Governments ◽  
Tourism Industry ◽  
Systematic Search ◽  
Stable Conditions ◽  
The Right

The aim of the research is the systematic search of promotion and quality of service with interest to visit tourist objects. This article is a systematic search that collects data from relevant indexed journals in Indonesia. These findings are discussed in a theoretical study so as to produce a conclusion. This article draws the conclusion that in the current era, the use of the right marketing strategy is very important because many new attractions are emerging as competitors. Applying the right marketing strategy will bring tourists and make tourists who have visited have an interest to visit again. The interest in revisiting is the encouragement of someone to carry out a visit to the destination that was visited. The regional tourism industry pays attention to the duties and functions of the promotion department and service quality in planning and implementing strategies that optimize a tourist interest. The quality of service within these institutions and local governments in the field of tourism is very closely related and has a strong influence on the tourism industry. There are promotion factors and service quality, connected with the interest of the local government in tourists visiting directly or indirectly, thus affecting the development of industries in the region. The attitude of the local government directly influences the visit of domestic and foreign tourists, then indirectly the situation and stable conditions in political, economic and security developments. The contribution of this research is to study theories about promotion and service quality with an interest in visiting tourist objects.

On the Maturity of Software Maintenance and Other IT Services

2011 ◽  
pp. 51-74
Author(s):  
Frank Niessink
Keyword(s):  
Service Quality ◽  
Software Development ◽  
Software Maintenance ◽  
Two Dimensions ◽  
Point Of View ◽  
Technical Quality ◽  
It Services ◽  
High Quality ◽  
Functional Quality

In this chapter, we examine the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations. We argue that software maintenance can be seen as providing a service, whereas software development is primarily concerned with the development of products. Differences between products and services affect the way in which customers assess their respective quality. In particular, service quality is assessed in two dimensions: the technical quality — what the result of the service is — and the functional quality — how the service is delivered. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn means that to deliver high quality results in software maintenance, both the functional quality and the technical quality dimension are important.

scholarly journals Measuring service quality at Wan Hai Lines outbound services

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Duong Ngoc Ha
Keyword(s):  
Service Quality ◽  
Transit Time ◽  
Three Dimension ◽  
Quality Service ◽  
High Quality ◽  
Dimension Analysis ◽  
Full Picture ◽  
Improve Service Quality ◽  
High Quality Service

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase the competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. The outcome is the service quality of Wan Hai Lines outbound services can be identified by three dimension Empathy and Responsiveness, Assurance, and Reliability. It would help the management to have a clear and full picture about the current service quality, and to have the ways to improve service quality following the recommendations.

scholarly journals Quality of service as a factor of forming competitiveness in cruise tourism

2021 ◽  
pp. 143-162
Author(s):  
Yevgeniia Gordiichuk
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Tourism Industry ◽  
Development Trends ◽  
Cruise Industry ◽  
Modern Development ◽  
Cruise Tourism ◽  
Industry Competitiveness ◽  
The Individual

The article highlights the development trends of the cruise industry as a promising direction of tourism industry, which shows steady growth over the past ten years. The aim of the article is to determine the current trends in the cruise market development in modern conditions and the levers for competitive tourist offer formation, taking into account the key principles of behavioral and impression economy. Using the methods of analysis and synthesis made it possible to generalize the competitive advantages of cruise tourism in accordance with modern development trends in the context of an inclusive economy of impressions. The factors of competitiveness formation in cruise tourism are highlighted and the importance of service quality as a determining factor for meeting the needs of tourists is substantiated, which affects the overall satisfaction of tourists and their choice in the future. A number of factors that have a significant influence on the competitiveness formation in cruise tourism are considered. The generally accepted factors that have a significant influence on the cruise industry competitiveness and their relationship with the basic principles of impression economy are analyzed. The interrelation of offer differentiation taking into account the individual subjectivity of the consumer is substantiated. It was proven, that marketing, innovation and service quality are elements of brand image formation and vital elements in a commercial environment and key factors for success in the cruise business sector. The emphasis is made on the importance of service component in the cruise industry competitiveness formation. Recommendations for identifying effective mechanisms for determining the degree of customer satisfaction are formulated. Key groups of quality indicators of cruise services which can influence the general satisfaction of tourists are proposed. The expediency of conducting a survey and questioning of cruise passengers in order to further improve the quality of cruise tourism services to increase the company’s competitiveness is substantiated.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals Effect of service quality against visitor loyalty through visitor satisfaction

2019 ◽  
Vol 3 (2) ◽  
pp. 149
Author(s):  
Firman Hidayat ◽  
Nur Asnawi
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Public Service ◽  
Partial Least Square ◽  
Least Square ◽  
Direct Influence ◽  
Visitor Satisfaction ◽  
Government Institutions ◽  
Analysis Technique

<p>The success of a government intention is to the satisfaction of the community about the service provided by the intense, the quality of service, satisfaction, and validity are important aspects that must be considered so that government institutions can be considered successful in serving the community. The purpose of this study was to determine the direct effect of service quality on visitor satisfaction and visitor loyalty and the influence of visitor satisfaction on visitor loyalty and the influence of service quality on visitor loyalty through visitor satisfaction. From this background this research was carried out with the title "The Effect of Service Quality on Visitor Loyalty Through Visitor Satisfaction. (Study at Banyuwangi Public Service Mall, East Java) ".</p><p>This study uses a quantitative approach, the sample in this study was 181 respondents. Data collection with questionnaires, interviews, and documentation. The data analysis technique used in this study is Partial Least Square (PLS).</p><p>From the results of the study showed that there is a direct effect of service quality on visitor satisfaction and visitor loyalty, there is a direct influence of visitor satisfaction on visitor loyalty and there is an indirect effect of service quality on visitor loyalty through visitor satisfaction at the Banyuwangi public service mall.</p><p>Keywords: <em>Service Quality, Visitor Satisfaction, Visitor Loyalty</em></p>

scholarly journals CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS TOURISM CUSTOMER SATISFACTION IN MALAYSIAN MARINE TOURISM SECTOR

2021 ◽  
Vol 37 (3) ◽  
pp. 792-799
Author(s):  
Mohammad Arije ULFY ◽  
◽  
Md Suliman HOSSIN ◽  
Md Wasiul KARIM ◽  
Fatin Husna Binti SUIB ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Model ◽  
Measurement Model ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Marine Tourism ◽  
Tourism Sector

Marine based tourism has emerged as a subject of concern in the area of ocean and coastal management. Today, demand for marine tourism has increased dramatically and is highlighted as one of the new horizons and fastest-growing sectors in the world’s tourism industry. Malaysia is indeed one of the countries with the most beautiful and diversified marine life. The fundamental purpose of this study is to examine the satisfaction of tourists towards the service quality of marine tourism in Malaysia. The development of the research framework is based on the SERVQUAL model. A total of 300 responses were received from the Klang Valley area of Malaysia. For the purpose of processing and analyzing the data, Partial Least Square (PLS-SEM) method was employed. By applying a two-step approach, the study assesses the measurement model and the structural model. Findings from the survey reveal that assurance, tangibility, empathy, reliability, and responsiveness have a significant positive relationship with customer satisfaction thus these factors describe the customer satisfaction adequately. This study would enable policymakers and tourism companies to develop policies to improve customer satisfaction by increasing the quality of service.

Sign in / Sign up

Export Citation Format

Share Document