scholarly journals ANALISIS TINGKAT KUALITAS PELAYANAN JASA TV KABEL DAN INTERNET PADA PT. MALANG MULTIMEDIA MANDIRI

2019 ◽  
Vol 1 (1) ◽  
pp. 34
Author(s):  
Roni Angger Aditama
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Services Quality ◽  
Level Of Service ◽  
Distribution Analysis ◽  
Internet Service ◽  
Reliability Factor ◽  
Validation Test ◽  
Spss Software ◽  
Assurance Factor

In this globalization era, the development of information technologcy and communication have raised too, and become an important need by the society. It was becoming a trigger of high competition between cable television and internet service providers. Several ways are done for improving the service quality toward customers. The dimension of services quality are such as tangibles factor, reliability factor, responsiveness factor, assurance factor, and empathy factor. To measure the level of service quality, this research was done in PT. Malang Multimedia Mandiri by taking 100 respondents. Questionnaire was used to collect data and analyzed by descriptive quantitative method. The result of validation test state that the whole attributes are valid by r count > r table that is more than 0.195. By using reliability test stated that the result was reliable with the score of cronbach’s alpha > 0.60. Then,continue with frequency distribution analysis by using IBM SPSS Software version 25 and the result shows that the service quality are good.

scholarly journals The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

2020 ◽  
Vol 9 (4) ◽  
pp. 1515-1524
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Level Of Service ◽  
Clear Understanding ◽  
Internet Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Degree Level

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

scholarly journals Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers

2018 ◽  
Vol 13 (8) ◽  
pp. 108
Author(s):  
Jamal M. M. Joudeh ◽  
Ala’ O. Dandis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Positive Influence ◽  
Mediating Effect ◽  
Level Of Service ◽  
Internet Service ◽  
Quality Awareness ◽  
Customer Satisfaction And Loyalty

The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.

Toward a Profitable ISP Business in a Competitive Environment

2011 ◽  
pp. 182-200
Author(s):  
Ioanna D. Constantiou ◽  
Jörn Altmann
Keyword(s):  
Service Quality ◽  
Dynamic Pricing ◽  
Service Providers ◽  
Revenue Sharing ◽  
Competitive Environment ◽  
Internet Service Providers ◽  
Pricing Strategies ◽  
Internet Service ◽  
Flat Rate ◽  
Pricing Schemes

The market of Internet service providers (ISPs) is highly competitive. Although many different pricing schemes could be deployed in this market, two types are mainly offered: flat rate pricing and per-minute pricing. These pricing schemes are criticised for limiting ISPs’ revenues and for not addressing customer’s requirements on service quality. We focus on the ISPs’ business relationships and on their pricing strategies in order to analyse revenue sharing mechanisms. We argue that the introduction of incentive pricing schemes, such as dynamic pricing, may enable provision of service quality by improving revenue sharing among ISPs.

Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

Achieving customer loyalty through service excellence in internet industry

2014 ◽  
Vol 6 (4) ◽  
pp. 274-289 ◽  
Author(s):  
Paramaporn Thaichon ◽  
Antonio Lobo ◽  
Ann Mitsis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Providers ◽  
Influential Factors ◽  
Information Support ◽  
High Tech ◽  
Internet Service ◽  
Content Type ◽  
Internet Industry ◽  
Service Information

Purpose – This paper aims to investigate the antecedents to attitudinal and behavioural loyalty of customers of Internet service providers (ISPs). In addition, this study endeavours to identify the relationship between overall service quality and cognitive as well as affective evaluations of customers. An assessment of service quality dimensions is also included to fill the void of research on modelling service quality in high tech services. Design/methodology/approach – The paper reviews the most cited articles on the topic published in academic journals with a view to identify dimensions that customers use to evaluate the quality of a service providers, and to determine loyalty formation through customer cognitive and affective evaluations in Internet industry. Findings – The exogenous constructs of the conceptual model include influential factors such as network quality, customer service, information support and security which make up the perception of overall service quality. The endogenous constructs include cognitive and affective determinants such as customers’ trust, satisfaction, commitment, value and resultants – attitudinal loyalty and behavioural loyalty. Originality/value – The study proposes that by enhancing service quality, firms can influence customers’ satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an ISP’s success and long-term sustainability. Moreover, applying the findings of this study, ISPs can strategise in making customers more central in their day to day operations, which would create competitive advantage for the companies.

scholarly journals Analisis Kualitas Pelayanan Swiss-Belhotel Borneo Samarinda

2020 ◽  
Vol 1 (1) ◽  
pp. 10
Author(s):  
Ahyar M. Diah ◽  
Amiril Azizah ◽  
Aigo Dias
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Test Reliability ◽  
Quality Analysis ◽  
Quality Performance ◽  
Data Processing Method ◽  
Significant Difference ◽  
Importance Analysis ◽  
Spss Software ◽  
Collection Methods

Service Quality Analysis of Swiss-Belhotel Borneo Samarinda. “The purpose of this study is to analyze, prove and describe the comparison between expectations and services quality performance of Swiss-Belhotel Borneo Samarinda. The type of observation used was quantitative with sample of 114 respondents. The analytical tool used the Validity Test, Reliability Test, Importance Analysis - Performance Analysis Cartesian’s Diagram and Paired T test. Data collection methods are using questionnaires. The data processing method uses  SPSS Software Version 17 for Windows. Based on the results of observations stated that there is a significant difference between expectations and service quality performance. This can be seen from the significant level of 0,000 <0.05 which means that there is a difference between expectations and quality performance of Swiss-Belhotel Borneo Samarinda customers

scholarly journals A STUDY ON EXPECTED SERVICE QUALITY FACTORS BY THE MARKETER IN E-MARKETING IN INDIA

2020 ◽  
Vol 6 (11) ◽  
pp. 71-78
Author(s):  
V. Ramanujam ◽  
P. Parthiban
Keyword(s):  
Service Quality ◽  
Web Service ◽  
Service Providers ◽  
Services Quality ◽  
Service Failure ◽  
Quality Service ◽  
Research Model ◽  
Quality Factors ◽  
Descriptive Research ◽  
Research Gap

In the present study, the descriptive research design has been administered. Since this research describes the characteristics of the marketers in e-marketing, it is concerned with descriptive in nature. Meanwhile, this study analyze the e-marketing behavior and its antecedents, e-services quality, service failure in e-marketing, its relationship with the profile of the marketers, it seems to be diagnostic in nature. In total, 535 marketers was identified by popular web service providers namely Pronet, Satyam, Airtel and BSNL. Hence the present study has made an attempt to fill up the research gap with the help of proposed research model.

scholarly journals A SERVQUAL ASSESSMENT OF INTERNET SERVICE QUALITY IN BHUTAN

2021 ◽  
Vol 5 (10) ◽  
Author(s):  
Phurba Sonam Waiba ◽  
Aita Raj Limboo ◽  
Jigme Sherub
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Service Providers ◽  
The Internet ◽  
Learning And Development ◽  
Internet Service ◽  
Daily Lives ◽  
Five Dimensions ◽  
Significant Difference ◽  
The Difference

Internet and telecommunication is nowadays one of the core necessities and is in fact required in every aspect of our daily lives. Bhutan introduced the internet and television in 1999. Internet and telecommunication has taken its roots in Bhutan and in every nook and cranny of the country. Given its importance, it is important to time to time assess its quality in the country for learning and development purposes. The study is based on quantitative analysis, using the SERVQUAL instrument. The data was collected through randomly distributed questionnaires through convenience sampling method via google form survey. Sample size of 384 was determined using an online survey monkey tool. The data for this study was analyzed using excel through paired two sample t-test to compare means and to see the significant difference between expectation and perception of the services of each dimension item of all the five dimensions at hypothesized mean difference of zero, alpha value of 0.05. The average gap score is at -0.6 which means that the expectations have not been met and quality of internet service is unsatisfactory. Interesting to note that TANGIBILITY, EMPATHY and RELIABILITY aspects require immediate attention. Generally, the difference between the two means is statistically significant, and therefore there is a statistical significant difference between perceived and expected internet service quality. The study therefore, recommends the (internet service providers) ISPs to consider improvements and rethinking developments on the dimensions discussed in the paper.

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