scholarly journals Service Improvement Priorities of The Economy-Premium Train in Indonesia

2021 ◽  
pp. 67-88
Author(s):  
Tina Agustien
Keyword(s):  
Service Quality ◽  
Sustainable Growth ◽  
Service Improvement ◽  
Online Questionnaire ◽  
Railway Company ◽  
Excellent Service ◽  
Food And Beverage ◽  
Service Oriented ◽  
Ticket Prices ◽  
Emergency Equipment

Service quality is an important factor that affects the long-term growth and operation of a service-oriented transportation system. The excellent service quality provided by The Indonesian Railway Company (PT KAI) to its passengers is able to help the company to have sustainable growth. This is an empirical study that utilizes an online questionnaire to collect data. The determination of the sample was conducted by using judgment sampling and the target sampling was conducted by incidental sampling method. This study applied Importance-Performance Analysis (IPA) to identify service attributes that have strong influence and priority for improvement with maximum resources. Research results show that passengers, in general, felt satisfied by the service of the economy-premium train in Indonesia, particularly with the completeness of emergency equipment, security and safety during the trip, and professional train staff. Passengers are not satisfied with the service attributes of TV show content, the price of food and beverage, and the leg space for rest. However, according to the IPA result, it is found that the service priorities that should be improved by PT KAI are the availability of internet access during the trip, cellphone signal strength, noise level in trains, and the affordability of ticket prices.

Using Taguchi Quality Analysis Method to Evaluate the Food and Beverage Service Improvement Trend

2012 ◽  
Vol 256-259 ◽  
pp. 3068-3072
Author(s):  
Cheng Wen Liao ◽  
Tieh Min Yen
Keyword(s):  
Decision Making ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Quality Analysis ◽  
Service Improvement ◽  
Research Subject ◽  
Analysis Method ◽  
Food And Beverage

Traditional analysis methods cannot analyze the data of customer satisfaction and dissatisfaction and be applied to decision-making, thus are unable to identify the quality improvement priority sequence. This study treated the food and beverage (F&B) service providers in Taoyuan International Airport as the research subject, and applied the Taguchi quality analysis method to evaluate the F&B service and identify the improvement direction for the F&B service quality.

Estimating competitiveness of Greek food and beverage industry: a comparison between Greek flour milling industry and Greek food and beverage industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christos Konstantinidis ◽  
Stamatis Aggelopoulos ◽  
Maria Tsiouni ◽  
Evanthia Rizopoulou
Keyword(s):  
Manufacturing Industry ◽  
Sustainable Growth ◽  
Content Type ◽  
Balance Sheets ◽  
Research Perspective ◽  
Flour Milling ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Greek Economy

PurposeThe objective of this study is to estimate the competitiveness for both the Greek food and beverage industry as a whole and the flour and milling industry, justifying the certain economic factors and the way which these factors affect on it.Design/methodology/approachThe Greek food and beverage firms which published their balance sheets for the studying period were studied. According to the existing literature two equations were created and estimated as a simultaneous equations system.FindingsSummarizing the results both for the whole food and beverage industry and the flour milling industry are observed significant similarities on how certain economics factors such as profitability, market share, sustainable growth, age and operating costs affect on competitiveness as measured in this work. This may happen due to the high degree of concentration but also in the special characteristics which present both the Greek food and beverage industry and the flour milling sector.Research limitations/implicationsThe fact that this work referred only in Greek firms can be a limitation of this research, in spite of that it can provide useful and safe conclusions for the Greek food manufacturing industry.Practical implicationsThe provision of proposals for increasing firm competitiveness to managers as well as to policymakers.Social implicationsThe importance of food and beverage industry for the Greek economy as well as that the flour milling industry holds an important position in the Greek food and beverage industry makes the study of the competitiveness for both of them to be important from both an academic and research perspective.Originality/valueThe Greek food and beverage industry is the strength of Greek manufacturing and at the same time an important lever for the development of the entire Greek economy. The high quality products it produces and the organized promotion of its products in international markets are elements that give it an advantage and stimulate its competitiveness. The flour milling industry is one of the sectors in which there is intense competition and whose presence in terms of sales, turnover, employment and gross value is particularly important, so a simultaneous study of these cases is very important.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

Tunas Agraria ◽  
2020 ◽  
Vol 3 (3) ◽  
Author(s):  
I Made Dwi Gunarta ◽  
Akur Nurasa ◽  
Sukmo Pinuji
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
User Perception ◽  
Excellent Service ◽  
Efficiency And Effectiveness ◽  
Citizen Support

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

scholarly journals Evaluating Caregivers’ Service Quality Perceptions: Impact-Range Performance and Asymmetry Analyses

2021 ◽  
Author(s):  
Wen-Fu Wang ◽  
Chun-Min Chen ◽  
Kai-Ming Jhang ◽  
Yung-Yu Su
Keyword(s):  
Service Quality ◽  
Family Caregivers ◽  
Dementia Care ◽  
Survey Study ◽  
Future Research ◽  
Service Improvement ◽  
Term Care ◽  
Perceived Performance ◽  
Care Giving ◽  
Convenience Sampling

Abstract Background: This study aimed to analyze family caregivers’ (FCs) dementia care service perceptions to identify the various attributes impacting FCs satisfaction and dissatisfaction. Methods: This is a cross-sectional survey study using convenience sampling methods. A self-completion questionnaire was developed from the Service Quality scale and distributed using a convenience sampling method to family caregivers in community-based dementia care centers to determine their perceptions of service quality in dementia care. A total of 155 questionnaires were collected; however, 95 were included for data analysis after questionnaires with incomplete and biased data were eliminated. This study employed Impact Range Performance Analysis (IRPA) and Impact Asymmetry Analysis (IAA) to analyze the data obtained from FCs across five attribute dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy). Priorities for service improvement were derived using a three-step analytical framework.Results: This study reported that the overall perceived performance of service provided is high. The results indicated that practitioners should focus on attributes such as demand coordination, appropriate services, timely service, barrier-free environment, care-giving process, fire and safety compliance, professional knowledge, and reliable services, which have a higher range of impact on customer service and low impact-asymmetry and attribute performance scores. Conclusion: This study used expectation and perceived performance to suggest that the priorities for improvement and resource allocation in dementia care centers vary across different attributes. Thus, attentiveness toward satisfying user demand could improve patient care and caregiver satisfaction. The dimensions and attributes identified by our study can serve as basic data for future research on the long-term care system.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Peran E-Service Quality, Kemudahan, Kepuasan dalam Membentuk Niat Beli Ulang Konsumen Lazada

2020 ◽  
Vol 8 (4) ◽  
pp. 1247
Author(s):  
Dhimas Bagus Dwicahyanto
Keyword(s):  
College Students ◽  
Service Quality ◽  
East Asia ◽  
Sampling Method ◽  
Sampling Technique ◽  
Repurchase Intention ◽  
Snowball Sampling ◽  
Online Questionnaire ◽  
Market Leader ◽  
Snowball Sampling Technique

Lazada is a market leader of e-commerce in Shout-East Asia. This study aims to analyze and discuss the effect of the e-service quality and eases on the repurchase intention through satisfaction. This study uses college students aged 18-25 years as respondents, which have purchased Lazada at least once, and their last purchase is in the last one month. The sampling method is non-probability sampling using a snowball sampling technique. The number of samples is 220 respondents. Data were collected by an online questionnaire and analyzed using AMOS. The result of this study indicates that e-service quality and ease have a significant effect on satisfaction and repurchase intention.

scholarly journals Factors affecting service quality at Vietnamese retail banks

2018 ◽  
Vol 13 (2) ◽  
pp. 39-48
Author(s):  
Tran Phi Hoang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Sustainable Growth ◽  
Important Lesson ◽  
Group Discussions ◽  
Factors Affecting ◽  
Improve Service Quality ◽  
Retail Banks ◽  
Loyal Customers

Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

scholarly journals FAKTOR PENENTU KUALITAS LAYANAN DAN MINAT UNTUK MELANJUTKAN PENGGUNAAN SISTEM PELAPORAN ONLINE

2017 ◽  
Vol 13 (2) ◽  
pp. 128
Author(s):  
Santirianingrum Soebandhi ◽  
Intan Nur Aini ◽  
Agus Baktiono
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Reporting System ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Survey Method ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Online Questionnaire

Abstrak: Faktor Penentu Kualitas Layanan dan Minat untuk Melanjutkan Penggunaan Sistem Pelaporan Online. Penelitian ini bertujuan untuk menganalisis pengaruh perceived usefulness, perceived ease of use, kenyamanan, dan keamanan terhadap kualitas layanan dan minat untuk melanjutkan menggunakan SIPP online di BPJS Ketenagakerjaan. Penelitian ini menggunakan metode survei online kepada 50 perusahaan peserta BPJS Ketenagakerjaan dengan segmentasi Platinum dan Gold. Kuesioner online diisi oleh Kepala Bagian Sumber Daya Manusia. Data dianalisis dengan menggunakan PLS-SEM. Penelitian ini menemukan bahwa kualitas layanan secara signifikan dipengaruhi oleh perceived ease of use dan kenyamanan, sedangkan minat melanjutkan penggunaan SIPP online hanya dipengaruhi oleh perceived usefulness. Kata Kunci: minat melanjutkan penggunaan, kualitas layanan, sistem pelaporan online Abstract: Determinants of Service Quality and Continuance Intention to Use Online Reporting System. This study aims to analyze the effect of perceived usefulness, perceived ease of use, convenience, and security towards service quality and continuance intention to use SIPP online at BPJS Employment. This study uses online survey method to 50 companies participating in BPJS Employment with Platinum and Gold segmentation. The online questionnaire was filled by the head of Human Resources Department. Data were analyzed using PLS-SEM. The results show that service quality was significantly influenced by perceived ease of use and convenience, while continuance intention to use SIPP online was only influenced by perceived usefulness. Keywords: continuance intention, service quality, online reporting system 

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

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