scholarly journals Perception of national and foreign tourists of the service in restaurants from Todos Santos Magical Town, Mexico

2020 ◽  
pp. 211-220
Author(s):  
Mauro Alejandro Monroy Ceseña ◽  
Francisco Javier Urcádiz Cázares
Keyword(s):  
Human Capital ◽  
Quality Of Service ◽  
Positive Impact ◽  
Raw Materials ◽  
Local Development ◽  
Causal Effect ◽  
Main Determinant ◽  
Five Dimensions ◽  
Tourist Economy

The magic town of Todos Santos is a strategic site for local development and is dependent on the tourist economy driven by national and foreign visitors. Restaurants in Todos Santos obtain raw materials locally to provide quality products for different food specialties. The quality of service (SQ) and customer satisfaction (CS) are two constructs that when evaluated are critical for any market. In this study, the perception and relationship between SQ and SC in the different restaurant specialties is evaluated, contrasting the perception between national and foreign tourists segments. Using 162 surveys, the constructs were evaluated using five dimensions: installations, accessibility, human capital, atmosphere, and food, where hypothetically food and human capital should be the main determinant. The results suggest that SQ and CS are perceived similarly between both segments, except in the Italian specialty in all its dimensions, and partially in Japanese. The food dimension was the highest value on average however, it was not significantly different from the rest of the dimensions. The SQ had a moderate positive impact on CS given the perception of diners by segment based on correlation analysis, the causal effect of which must be determined with detail.

Customer Loyalty in the Indonesian Banking Industry

2015 ◽  
Vol 21 (4) ◽  
pp. 838-842
Author(s):  
. Keni ◽  
Hasnah Haron ◽  
Ishak Ismail
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Negative Impact ◽  
Positive Impact ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Five Dimensions ◽  
Investment Size

An investment model approach has been applied to examine customer loyalty. The model consists of three variables—satisfaction, quality of alternatives, and investment size. Customer satisfaction is described as a postconsumption evaluation on the quality of service applying the cumulative approach. Furthermore, the quality of service is measured by five dimensions-tangibles, reliability, responsiveness, assurance, and empathy. All five dimensions constitute the service firm’s readiness to provide each customer with a personal treatment. This study investigates whether all those variables have a significant effect to customer loyalty, which are measured in three dimensions–attitudinal, behavioral, and cognitive. The respondents comprised of 403 customers taken from the top ten Indonesian Banks that are listed with the highest assets. The data is gathered by distributing a questionnaire and analyzed by using Structural Equation Modeling (SEM). The findings of this study indicate that satisfaction and investment size have a positive impact on customer loyalty while, the quality of alternatives shows negative impact. The strongest impact occurs in the investment size variable, followed by the satisfaction and the quality of alternatives having less impact. This study is expected to help bank managers in reducing customer dissatisfaction and achieving customer loyalty in the Indonesian banking industry.

Motivating the staff of Jazan University

2013 ◽  
Vol 10 (1) ◽  
pp. 1261-1267
Author(s):  
Ali Medabesh
Keyword(s):  
Human Capital ◽  
Quality Of Service ◽  
Economic System ◽  
Endogenous Growth ◽  
Employee Satisfaction ◽  
Development Process ◽  
Empirical Investigation ◽  
Critical Role ◽  
Financial Investment

The quality of public services and the yield of organizations are not limited to the financial investment and innovation solely. Human capital plays a critical role in the growth and excellence in institutions, but its contribution remains dependent on several factors. Its role is not limited on quantitative and qualitative accumulating, because it should be coherent and integrated in the development process. The theories of endogenous growth contributed to account for the disparity in levels of development between countries, by assuming that the extent of human capital response or inversely lack of responsiveness the economic system. This inaction is usually the prime cause of the deterioration of the quality of service and lack of satisfaction of the citizens, in addition of the lack of employee satisfaction about the circumstances of his work. Hence, arose the significance of several research about the mechanisms of reducing non-enthusiasm for the job or complacency professional and indifference. Staff of Jazan University has been chosen as a context of the empirical investigation of this study. The data has been collected using a well designed questionnaire and analyzed by SPSS program.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

Legal and Institutional Framework of Local Self-Government in the Republic of Macedonia

10.4335/76 ◽  
2009 ◽  
Vol 7 (2) ◽  
pp. 107-127
Author(s):  
Gordana Siljanovska Davkova
Keyword(s):  
Political Culture ◽  
Culturally Diverse ◽  
Positive Impact ◽  
Local Development ◽  
Legal Framework ◽  
Republic Of Macedonia ◽  
Municipal Management ◽  
The Republic ◽  
Local Leaders

In general, a comprehensive and well-designed local self-government will significantly improve community management in the Republic of Macedonia. The increased competences and strengthening of the political culture of the population will result in a more active participation of citizens in local processes. An increase in the professional level of the executive and administrative bodies along with improved communication with a civil society will have a positive impact on the quality of municipal management. Decentralized approaches to local development can be a sustainable way to preserve multiculturalism in an ethnically and culturally diverse country. The outcome of the process will depend on the level of public engagement, accountability of local leaders, and transparency of procedures. KEYWORDS: • local self-government • legal framework • municipality • decentralization • Macedonia

scholarly journals MANAJEMEN PSIKOLOGI PELAYANAN DAN HOSPITALITY DALAM PENINGKATAN WISATAWAN MANCANEGARA

2020 ◽  
Vol 3 (1) ◽  
pp. 35
Author(s):  
Sri Sunarti
Keyword(s):  
Qualitative Research ◽  
Quality Of Service ◽  
Research Methods ◽  
Hospitality Industry ◽  
Positive Impact ◽  
The People ◽  
Guest Satisfaction ◽  
Psychological Management ◽  
Employee Responses

The purpose of this study is to analyze the form of psychological management in service and hospitality to increase foreign tourists in love island tourism, Boalemo district, Gorontalo province. In this study, researchers used descriptive qualitative research methods. The results show that the existence of the hospitality industry has a positive impact on the growth of the number of foreign tourists and has an impact on increasing income for the people of Boalemo Regency. And quality services and according to guest needs can have an impact on guest satisfaction levels. The level of guest satisfaction with the quality of service provided is a comprehensive assessment of the superiority of a service related to facilities, services, and good employee responses, can give a good impression or experience for guests, so that it can create a sense of trust and loyalty. 

scholarly journals ANALISIS KEPUASAN SISWA TERHADAP QUALITY OF SERVICE JARINGAN WLAN SMKN 2 PADANG MENGGUNAKAN METODE FUZZY-SERVQUAL

2018 ◽  
Vol 6 (1) ◽  
Author(s):  
Agung Rorhi Prayudha ◽  
Elfi Tasrif ◽  
Nurindah Dwiyani
Keyword(s):  
Fuzzy Logic ◽  
Quality Of Service ◽  
Student Satisfaction ◽  
Business Travel ◽  
Five Dimensions ◽  
Performance Outcome ◽  
Perceptions And Expectations

Satisfaction is the level of one's feelings after comparing the performance (outcome) that he felt compared to his expectations. Servqual method combined with fuzzy logic with the aim that the measurement of perceptions and expectations of students can be measured more precisely with more objective data.The purpose of this research is to measure the level of student satisfaction on Quality of Service WLAN network SMKN 2 Padang using Fuzzy-Servqual method. The method used in determining the level of student satisfaction is Servqual method that contains five dimensions of reliability, responsiveness, tangibles, security and access. The results of the analysis show that the overall gap is negative, which means that students are not satisfied with WLAN SMKN 2 Padang service. The gap value of each dimension in the Accounting department is reliability = -0.580; responsiveness = -0.4461; tangible = -0.603; security = -0.146; access = -0.4463. While in the tourism business travel department (UPW) gap value for the dimensions of reliability = -1,620; responsiveness = -1,460; tangible = -1,897; security = -1,517; access = -1,260. For the overall gap Accounting majors = -0.451, while the tourism business travel (UPW) = -1.540. Keywords: Fuzzy-Servqual, gap, WLAN

scholarly journals Desain Pelayanan Prima dengan Metode Servqual di Restoran Ikan Bakar Yayat Cilacap

Jurnal PASTI ◽  
2020 ◽  
Vol 14 (2) ◽  
pp. 202
Author(s):  
Amin Syukron ◽  
Aindita Aindita
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Competitive Advantage ◽  
Sea Turtle ◽  
Quality Service ◽  
Five Dimensions ◽  
Excellent Service ◽  
Speed And Accuracy

A company's competitive advantage can be seen from how loyal consumers are to the company. one of the companies that prioritizes quality of service is restaurant, where a restaurant must be able to provide excellent service to consumers or customers. The object of this research is the Fish Grill Yayat restaurant located in the Cilacap sea turtle tourism area. by using servqual metoode, the researcher conducted a GAP search on attributes on five dimensions of service quality namely Tangiblem, Reliability, Responsiveness, Assurance, Emphaty. Based on research that has been done, there are several conclusions that can be drawn, among others, to produce a quality service product, an activity is needed to capture the expectations desired by consumers who will be translated into attributes. The greatest GAP value obtained from the results of the study is on the attributes and dimensions of Attribute 12: the quality of speed and accuracy of the services provided (-0.84), Attribute 11: the ability of employees to explain various questions clearly and easily understood language (-0, 67), Attribute 16: employee hospitality in providing services (-0.67). From these data it can be seen that the overall value of GAP 5 is negative and therefore needs to be improved.

scholarly journals ANALISIS KUALITAS PELAYANAN DINAS PEMADAM KEBAKARAN KOTA SURABAYA

2016 ◽  
Vol 2 (01) ◽  
Author(s):  
Mertilinda Adelberty
Keyword(s):  
Quality Of Service ◽  
Good Governance ◽  
Fire Hazard ◽  
Fire Department ◽  
Community Services ◽  
Primary Data ◽  
Five Dimensions ◽  
The People ◽  
The Government

Creating Good Governance is the role of the Government to improve the welfare of thecommunity. For the essence of government is public service. The Fire Department is anagency of local government office which is engaged in the social community services,particularly services in the handling of the fire hazard. The purpose of this study was todetermine the quality of service in the fire department of Surabaya in accordance withservice quality dimensions of Agus Dwiyanto namely: the attitude of the officer, theprocedures, time, facilities and services. Informants were taken are the people who neverget the services and Surabaya City Firefighters. In the method of data collection, theresearchers used primary data by using a questionnaire to the informant. The results showedthat the quality of service at the Fire Department in Surabaya based on five dimensions ofservice quality in general has not been fulfilled optimally. Particularly on indicators ofresponsiveness officer, indicators ease of the procedure, according to SOP service indicatorand service satisfaction indicators get low grades. Therefore, the Government Office offires are expected soon as possible to fix the procedures and services as well as the attitudeof officers to serve the community with optimal namely by providing training andeducation to the intense fire officials that the ability and insight to grow.Keywords: quality, service

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

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