Staff motivation as a growth factor labor productivity and efficiency in the service sector

2021 ◽  
pp. 4-13
Author(s):  
S. Baranova ◽  
L. P. Golovina ◽  
E. Lidinfa ◽  
A. Panin
Keyword(s):  
Growth Factor ◽  
Customer Satisfaction ◽  
Personnel Management ◽  
Labor Productivity ◽  
Performance Indicators ◽  
Service Sector ◽  
Customer Reviews ◽  
Analytical Basis ◽  
Subjective Opinion

The scientifi c article deals with the organization of the functioning of retail retail companies. The possibility of using marketing tools in personnel management in the "Trade" industry is shown. Recommendations are given for the formation of key Performance Indicators (KPI) when evaluating the quality of professional tasks performed by employees in the industry. The analytical basis confi rming the signifi cance, relevance and need to adjust the terms of use of the KPI system in the Trade industry was the offi cial information posted on the websites of retail retail companies and customer reviews of the Austin LLC, Zolla LLC and Gloria Jeans JSC store chains. The scientifi c article presents the author’s subjective opinion on the degree of customer satisfaction with the organization of the functioning of retail retail companies included in the research base

scholarly journals Evaluation of quality of service: real case in the hotel fitness center

2018 ◽  
Vol 12 (1) ◽  
pp. 1-27 ◽  
Author(s):  
Natália de Almeida Ferraz ◽  
Fagner José Coutinho de Melo ◽  
Taciana de Barros Jerônimo ◽  
André Philippi Gonzaga de Albuquerque ◽  
Denise Dumke de Medeiros
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Sector ◽  
Quality Of Services ◽  
Hotel Management ◽  
Fitness Center ◽  
Customer Expectations ◽  
Hotel Service ◽  
New Perspective

The justified purpose of the theme: The number of companies in the service sector has been increasing steadily in recent years. At the same time, consumers are increasingly demanding quality of services offered by the various providers in the market. Customer satisfaction is fundamental to the success of these organizations, and for this reason, the adoption of specific techniques for assessing quality of services is necessary. Purpose: this article aims to develop a framework to support hotel management. Methodology/Design: The study used an adaptation of the classic SERVQUAL model for the evaluation of customer expectations and perceptions, enhanced by the QUESC model, which is an instrument specifically applied to quality evaluation in fitness services, in order to obtain a more complete and targeted approach. The survey was conducted with 206 customers on the quality of service in the hotel's fitness center. Results and Originality: With the application of the model, we found that SERVQUAL was insufficient to evaluate customer satisfaction since the highest rated items pointed to the gaps coming mostly from the QUESC model. The findings provide a new perspective that can encourage those involved in the fitness center to manage these businesses considering the characteristics of the customer. This structure can help the hotel manager identifying which quality dimensions need more attention, improve the quality of the hotel service, develop customer loyalty, improve employee satisfaction, and differentiate from competitors. The article presents a new focus on guest view, which can be used to manage services offered by hotels.

scholarly journals Evaluasi Kinerja Angkutan Logistik Melalui Bandar Udara Haluoleo Dengan Metode Importance Performance Analysis Dan Customer Satisfaction Index

2020 ◽  
Vol 1 (2) ◽  
pp. 89-109
Author(s):  
Sudirman . ◽  
La Ode Muhamad Magribi ◽  
La Ode Musa Rachmat
Keyword(s):  
Performance Evaluation ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Performance Indicators ◽  
Good Condition ◽  
Service Performance ◽  
Satisfaction Index ◽  
Work Units ◽  
Goals And Objectives

Performance Evaluation is a system and how to determine the work ofindividuals, employees, work units and organizations as a whole thatare used to ensure the achievement of goals and objectives. The purpose of this study is to analyze the level of importanceand customer satisfaction on service and position of each variablewhen associated with performance indicators and service usersatisfaction in the terminal of Haluoleo Airport cargo. Performance Evaluation at Haluoleo Airport Logistics Terminalcan be measured by several indicators to determine the level ofimportance and satisfaction felt by the customers. To know the level ofimportance and satisfaction in the use of approach through analysis ofImportance Performance Analysis of interest analysis and performanceanalysis, each using a 5 Likert scale. Based on the analysis, the value ofcustomer satisfaction is 88%, which means the service criteria are verysatisfied and the quality of service at the Haluoleo Airport cargoterminal is in very good condition based on the user's rating. Overallthe value of customer satisfaction for service performance is 0.88 withthe criteria of service users feel very satisfied for the performance.

scholarly journals Methods of improving personnel management at enterprise as factor of labor efficiency and productivity

2020 ◽  
Vol 2020 (2) ◽  
pp. 38-49
Author(s):  
Nikolay Alekseevich Nikolaev
Keyword(s):  
Personnel Management ◽  
Labor Productivity ◽  
Management System ◽  
The United States ◽  
The State ◽  
Management Systems ◽  
Empirical Dependence ◽  
Labor Efficiency ◽  
Personnel Management System

The paper highlights the relevance of increasing the labor efficiency of personnel at the enterprise level. The level of labor productivity at Russian industrial enterprises is found several times lower than at the enterprises in the United States of America. There has been carried out a review of modern Russian scientific and methodological literature to evaluate the effectiveness of the personnel management systems. A significant number of methodological tools for assessing and improving the personnel management system of the enterprise have been identified. At the same time, there are no studies of methods assessing the personnel management systems ensuring the key properties of the personnel, which is especially important for the survival, increase of competitiveness and enterprise development in a highly competitive innovation environment. There has been presented the methodical approach to the assessment and improvement of the personnel management system of the enterprise as a factor in increasing the productivity and efficiency of labor. The criteria and indicators for assessing the personnel management system of the enterprise are developed. The key properties of the personnel management system are the goal-directedness of the personnel’s activities, the level of motivation to achieve the goals of the enterprise, the coordination of staff interaction, the correspondence of the quantity and quality of personnel to the requirements for the performance of labor functions and the goals of the enterprise, and the quality of personnel labor management. The author’s approach to assessing the type of social and labor relations of staff based on the ratio of values, interests, coordination of interaction and socio-psychological working conditions is formulated. There has been revealed an empirical dependence of the impact of the state of the personnel management system on performance indicators, personnel labor productivity, as well as the dynamics of the enterprise. Based on the studies, a direct empirical dependence of personnel performance factors on the integral indicator of the state of the personnel management system was established. The results of testing methodological recommendations on improving the personnel management system at the enterprise using the author's approach are presented.

scholarly journals TOOLS TO INCREASE THE EFFICIENCY OF PERSONNEL RECRUITMENT IN THE SYSTEM OF HUMAN RESOURCES MANAGEMENT IN THE IT SPHERE

2020 ◽  
Vol 2 (32(59)) ◽  
pp. 24-31
Author(s):  
E. Bilyk ◽  
O. Khymych ◽  
Y. Blynda ◽  
U. Lukashevska
Keyword(s):  
Social Networks ◽  
Human Resources ◽  
Personnel Management ◽  
Performance Indicators ◽  
Human Resources Management ◽  
Resources Management ◽  
Personnel Recruitment ◽  
The Cost ◽  
It Enterprises

The article is devoted to the issues of increasing the efficiency of personnel recruitment in the personnel management system of IT enterprises. The key performance indicators of the recruitment department are substantiated, such as: the number of closed vacancies, the speed of closing vacancies, the quality of closing vacancies, the cost of closing vacancies and feedback from both candidates and managers (customers). The influence of social networks on the activities of recruiters is analyzed - a factor that influenced hiring more than it seems at first glance.

scholarly journals Elicitation of Hidden Expectations of Customers in Healthcare Service

2021 ◽  
Vol 6 (4) ◽  
pp. 21-25
Author(s):  
Nandini K ◽  
Dr. A. C. Lokesh
Keyword(s):  
Customer Satisfaction ◽  
Healthcare Service ◽  
Service Sector ◽  
Short Communication ◽  
Healthcare Services ◽  
Improve Quality ◽  
Customer Feedback ◽  
Diagnostic Center ◽  
The Right

In healthcare service, the customer feedback is often incomplete unless the unexpressed expectations are captured at the right time. These latent feelings and opinions are the ‘hidden expectations’ which are the quality indicators of the service offered. This short communication paper describes a couple of techniques for elicitation of hidden expectations of customers in the context of healthcare services. As an illustration, the paper depicts the application of these techniques for identification and prioritization of hidden expectations at a diagnostic center. Any organization in healthcare service sector could employ these techniques quickly and conveniently to improve quality of service thereby enhancing customer satisfaction. Keywords: Elicitation, Customer satisfaction, Hidden expectation, MoSCoW, Healthcare.

scholarly journals ARTI PENTING TINGKAT KEPUASAN PARA PELANGGAN DAN PEMANFAATAN ULASAN DARING

2018 ◽  
Author(s):  
Dewanta Fachrureza
Keyword(s):  
Customer Satisfaction ◽  
Online Reviews ◽  
Online Review ◽  
Hotel Management ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Front Office

<p>ABSTRACT</p><p>This research departs from the curiosity of researchers to find out the extent to which online customer reviews are used at the Ritz Carlton hotel, because hotel management responds well even to the extraordinary in responding to online customer reviews, especially from TripAdvisor. The purpose of this study is to develop and understand the extent to which online review customer reviews are used from TripAdvisor to the department of the front office at the Ritz Carlton Hotel Jakarta. Conclusions from this study are important for hotels to maintain and improve the level of customer satisfaction to improve the quality of hotel services. The researcher also gave several suggestions which stated that there must be a position of work that is responsible for ensuring that all online reviews will be answered and evaluated. In addition, the hotel must invite more guests to comment on TripAdvisor.<br />Keywords: Customer, Customer Satisfaction, Online Review, Front Office Department</p>

scholarly journals The Influence Of Trust And Service Quality On Loyalty Through Customer Satisfaction At State-Owned Banks In Makassar City

2020 ◽  
Vol 3 (1) ◽  
pp. 36-48
Author(s):  
Litami Aprilia ◽  
Jumidah Maming ◽  
Erlina Pakki
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Service Sector ◽  
Banking Industry ◽  
The Public ◽  
Multiple Tests

The Banking Industry is one of the industries in the service sector that collects funds from the public and channels them back in the form of credit to the public, so the need to provide trust, quality of service, satisfaction so as to increase loyalty to state-owned banks in Makassar. This study aims to determine the effect of trust on satisfaction, service quality on satisfaction, trust on customer loyalty, service quality on customer loyalty, satisfaction on customer loyalty, trust on customer loyalty through customer satisfaction, and service quality on customer loyalty through customer satisfaction. Data was collected through observation, questionnaires, and documentation and analyzed through validity, reliability, classic assumption tests, path analysis and multiple tests. The results showed that trust had a positive and significant effect on customer satisfaction. Service quality has a positive and not significant effect on customer satisfaction. Trust has a positive and not significant effect on customer loyalty. Service quality has a positive and not significant effect on customer loyalty. There is a positive and significant influence on customer loyalty in state-owned banks in Makassar. Trust has a positive and significant effect on customer loyalty through customer satisfaction. Quality of service affects customer loyalty through customer satisfaction at state-owned banks in Makassar.

scholarly journals UPAYA RUMAH MAKAN PADANG DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
ARSYI KHARISMA ◽  
Prima Sukmadianti Putri
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Sector ◽  
Quality Of Services ◽  
Good Service ◽  
Services Sector ◽  
Quality Dimension ◽  
The City

The rapid growth of the services sector in the service sector is often followed by the low quality of services provided. Many consumers complain about the low quality of services they receive, this is because many companies engaged in services that do not understand about the importance of customer satisfaction. Based on the condition of the field, the researcher wants to know the quality of service that influence the satisfaction of the consumer. The service or service given is based on the service quality dimension consisting of responsiveness, reliability, assurance, empathy and physical evidence. This research is trying to lift Rumah Makan Padang Sabana Murah which located on Jl. Nologaten, Depok, Sleman, Yogyakarta because this restaurant is one of the companies engaged in services that prioritize customer satisfaction, Rumah Makan Padang can represent one of many great Rumah Makan Padang that have good service quality that exist in the city of Yogyakarta and the interest of customers about Padang’s Cuisine in terms of quality of service is quite good and friendly and associated with customer satisfaction.The purpose of this research is to know the efforts which made especially in Rumah Makan Padang in order to create satisfaction of customers

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

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