scholarly journals STUDI KEPUASAN KONSUMEN MENGGUNAKAN EMPAT DIMENSI SERVQUAL PADA AREA PUBLIK TERMINAL 3 BANDARA CHANGI SINGAPURA

2020 ◽  
Vol 6 (2) ◽  
Author(s):  
Andini Risfandini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Statistics ◽  
Survey Questionnaire ◽  
Satisfaction Level ◽  
Customer Perception ◽  
Customer Expectations ◽  
The Public ◽  
Public Area ◽  
Significant Factors

SERVQUAL is one of the model that is frequently used to measure customer satisfaction regarding the service quality. This study is using 4 dimensions of SERVQUAL to measure customer satisfaction about service quality in Changi Airport public area terminal 3 Singapore. The main objective of this study is to analyze the satisfaction level of Changi Airport’s customers of service quality in the public area in Terminal 3.  In order to achieve this main objective, the following sub objectives were set namely: (1)to investigate whether there is a gap between customer expectations and customer perception of service quality in Changi Airport public area terminal 3; (2)to identify the significant factors that affecting customer expectations of service quality in Changi Airport public area terminal 3; (3)To identify the significant factors that affecting customer perception of service quality in Changi Airport Public Area terminal 3. Data was collected using survey questionnaire with Likert scale, it was analyzed using SPSS 21 using descriptive statistics, two tailed test, and faktor analysis. .The factors that have significant impact on customers’ expectations are assurance and security, comfort and convenience, safety and service, ambience and accessibility. While the customers’ perception of service quality is influenced by convenience and service, comfort, ambience and cleanliness, safety, accessibility and security factors.

scholarly journals Exploring Customer Perception of Service Quality in Coffeehouse Chains

2020 ◽  
Vol 4 (1) ◽  
pp. p1
Author(s):  
Kamil Oygur Yamak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Exploratory Study ◽  
Survey Questionnaire ◽  
Shopping Malls ◽  
Customer Perception ◽  
Customer Expectations ◽  
Fast Growing ◽  
Global Brands ◽  
Different Parts

Turkey is a fast growing market for global coffeehouse brands. This exploratory study investigates the service quality considerations of coffeehouse chains as perceived by the customers; namely customer expectations, loyalty, reasons of preference over coffee house brands, and service attributes of the coffee house brands in Turkey. Data are collected from a sample in several popular shopping malls in different parts of Istanbul that shelters coffeehouses of all of the brands included in this study through a survey questionnaire. The sample is chosen randomly and the survey is conducted mostly at weekends. The brands included in this survey are the five top global brands and one domestic brand. Results give evidence that further study may expose more revealing findings about customer satisfaction and commitment in coffee house brands.

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

scholarly journals Comparison of Chinese Tourists’ Expectations and Perceptions on Seaside Resort Areas’ Service Quality: A Case of Chinese Tourists in Southern Region of Thailand

2020 ◽  
Vol 13 (6) ◽  
pp. 13
Author(s):  
Minyang Zhang ◽  
Fuangfa Ampornstira
Keyword(s):  
Service Quality ◽  
Southern Region ◽  
Descriptive Statistics ◽  
Survey Questionnaire ◽  
Seaside Resort ◽  
Southern Thailand ◽  
Chinese Tourists ◽  
Laws And Policies ◽  
Legal Frameworks ◽  
The Cost

The objectives of this study were to analyze the Chinese tourists&#39; expectation and perception gaps of service quality in southern Thailand&#39;s seaside resorts, to study the items of service quality that are satisfied by Chinese tourists in southern Thailand&#39;s seaside resorts, to study the items of service quality that are dissatisfied by Chinese tourists in southern Thailand&#39;s seaside resorts. The researcher used the survey questionnaire to collect data from 400 Chinese tourists who visited seaside resort areas in the southern region of Thailand and used descriptive statistics. The results found that Chinese tourists think some perceptions exceed their expectations, such as supporting online bookings in seaside areas, the staffs provide personalized service, the staffs are respectful, use polite language, smile service towards Chinese tourists, the seaside resorts have technical support. However, Chinese tourists think some perceptions can&#39;t reach their expectations, as for the price, it doesn&rsquo;t have a reasonable price for food items, accommodation, traffic, commodity, and entertainment. As for the staff, it doesn&rsquo;t have a first-class ability to handle emergencies, they can&rsquo;t provide fast services. As for the managers of resort areas, it doesn&rsquo;t have enough legal frameworks in protecting Chinese tourists. The study recommends that the managers of seaside resort areas in southern Thailand need control of the cost of accommodation, food, transportation, commodities to be more rationalized. Additionally, managers should introduce laws and policies to protect the rights and interests of Chinese tourists, improve the ability of staff to handle emergencies and provide fast service for Chinese tourists.

Promoting Service Quality and Customer Satisfaction in Global Business

2016 ◽  
pp. 247-276 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Entrepreneurial Success ◽  
Global Business ◽  
Customer Expectations ◽  
Wide Range ◽  
Excellent Service ◽  
Strategic Goals

This chapter explains the overviews of customer service, service quality, and customer satisfaction; the significance of service quality in global business; and the significance of customer satisfaction in global business. Customer service is the significant element required for a successful business. Knowing customer expectations and delivering excellent service quality can considerably promote the entrepreneurial success and business growth. Gaining high levels of customer satisfaction is very important to business because satisfied customers are most likely to be loyal and to make repeat orders and to utilize a wide range of services offered by business. High service quality effectively promotes customer satisfaction and customer satisfaction has a positive relationship with business revenue. The chapter argues that promoting service quality and customer satisfaction has the potential to enhance organizational performance and reach strategic goals in global business.

Employees’ customer orientation and customer satisfaction in the public utility sector

2019 ◽  
Vol 10 (4) ◽  
pp. 408-423 ◽  
Author(s):  
Wenyuan Li ◽  
Wisdom Wise Kwabla Pomegbe ◽  
Courage Simon Kofi Dogbe ◽  
Jewel Dela Novixoxo
Keyword(s):  
Economic Growth ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Orientation ◽  
Public Institutions ◽  
Public Utility ◽  
Public Institution ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Public

Purpose The purpose of this paper is to ascertain how perceived service quality mediates employees’ customer orientation and customer satisfaction in the public utility sector. Design/methodology/approach The study focused on the commercial customers (small and medium-scale enterprises– (SMEs)) of Electricity Company of Ghana Ltd. There were 350 SMEs sampled for the study, and each had no more than 99 employees. Respondents were either owner-managers or employee-managers. Structural equation model (SEM) was used in estimating the effects among the variables studied. Findings Most public institutions have a built-in customer base, and therefore places less emphasis on employees’ customer orientation. This notwithstanding, findings revealed that employees’ customer orientation behaviors significantly impacted customers’ perceived service quality and satisfaction toward public institutions. Similarly, customers’ perceived service quality influenced their satisfaction toward public institutions. SMEs serve as an engine for economic growth in an economy, and therefore public institutions must consider their peculiar needs in the delivery of service to them. Originality/value This study pointed out that, employees’ customer orientation behaviors of public institutions have an influence on customers’ perceived service quality and satisfaction. Previous studies on these concepts have largely focused on the private sector, where there are lots of competition. This study also specifically studied commercial customers (SMEs) of public institution, which is quite novel, especially in relation to the concepts studied. And the contribution of SMEs to economic growth makes their study even much more important.

scholarly journals Service Quality Dimensions Influencing Online Buying Satisfaction Level of Customers in the Kathmandu Valley

2019 ◽  
Vol 4 (2) ◽  
pp. 70-80
Author(s):  
Raunak Bohra ◽  
Puja Tamang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Relationship ◽  
Information Quality ◽  
Data Gathering ◽  
Kathmandu Valley ◽  
Satisfaction Level ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Buying

This paper examines the factors influencing customer’s online shopping buying satisfaction level inside the Kathmandu Valley. It establishes a relationship between service quality dimensions with customer satisfaction in Nepalese online buying through correlation analysis. Seven service quality dimensions were selected for this research. They are information quality, usability, reliability, responsiveness, assurance, transaction security and personalisation. Data gathering was carried out developing a structured questionnaire which was distributed both through online and printed form using a convenience sampling method. The study has analysed the responses of 160 online shoppers (aged above 18 years) residing in the. The study confirms the absence of significant relationship between website usability and responsiveness while shows a positively significant relationship between other service quality (SERVQUAL) dimensions taken for this research. The proposed model in this study helps to ascertain the factors that influence online buying satisfaction level. Further, study concludes that while shopping online, websites with good layout and interaction helps promote customer satisfaction. Similarly, website reliability such as timely delivery of products, being truthful about its offerings, and fast delivery are considered as important elements for customer satisfaction.

scholarly journals The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

2017 ◽  
Vol 11 (4) ◽  
pp. 608-627 ◽  
Author(s):  
Ngan Truong ◽  
Tahir Nisar ◽  
Dan Knox ◽  
Guru Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Behavioural Intentions ◽  
Key Dimensions ◽  
The Relationship

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

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