scholarly journals A STUDY OF CHINA’S MAJOR DOMESTIC AIRLINES’ SERVICE QUALITY AT SHANGHAI’S HONGQIAO AND PUDONG INTERNATIONAL AIRPORTS

Aviation ◽  
2017 ◽  
Vol 21 (4) ◽  
pp. 143-154
Author(s):  
Hongwei JIANG ◽  
Glenn S. BAXTER ◽  
Graham WILD
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Domestic Market ◽  
Competitive Market ◽  
Sustained Development ◽  
The Core ◽  
The Difference ◽  
Domestic Airlines ◽  
Improve Service Quality

In a highly competitive market, service quality can be the core competitive advantage for airline’s profitability and sustained development. This paper has investigated the differences in the passengers’ expectations and perceptions of the service quality of China’s four major domestic airlines: Air China, China Southern Airlines, China Eastern Airlines, and Hainan Airlines in China’s domestic market. The results will assist airline management to improve service quality by reducing the difference. Surveys were conducted with domestic passengers at Shanghai Hongqiao Airport and Shanghai Pudong Airport in China. The results show that there are significant differences of service quality between passengers’ expectations and perceptions among major Chinese airlines. Passengers consistently rate ‘good safety records’ as the first priority of seven SERVQUAL dimensions, but low price remains the most important factor that passengers consider when choosing a Chinese airline. The conclusions reached in this work suggest that Chinese airlines should consider improving service quality rather than providing cheaper air tickets in order to gain competitive advantage.

scholarly journals PERBANDINGAN SERVICE QUALITY MUSEUM KRETEK DENGAN MUSEUM JENANG KUDUS

2020 ◽  
Vol 1 (1) ◽  
pp. 18-24
Author(s):  
Asyharudin Hanif ◽  
Ihfadz Lucky Alfa Saputra Lucky Alfa Saputra ◽  
Dewi Putri Mardiana Putri Mardiana ◽  
Rangga Primadasa
Keyword(s):  
Service Quality ◽  
Model Method ◽  
The Difference ◽  
Improve Service Quality

In Kudus district, has two museums which Museum Kretek and Museum Jenang Kudus. In 2018 the number of visitors to the Museum Kretek reached 102,998 visitors, while the total visitors to the Musuem Jenang Kudus reached 397,625. The difference reaching  294,627 raises the question of how the service quality between the two museums. This study used the SERVQUAL Model method to determine the service quality of the two Musuem as well as a comparison of the service quality of the Museum Kretek and the Museum Jenang Kudus. The results of the study revealed that of the 100 reapondents who had visited the Museum Kretek and the Museum Jenang Kudus, the Museum Jenang Kudus had a better perception of service quality according to respondents. Based on the results of this study, we suggest that both museums improve service quality, especially in service quality items that get a low perception of respondents

scholarly journals Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo

2021 ◽  
Vol 4 (2) ◽  
pp. 165-170
Author(s):  
Junius Sembiring ◽  
Bosker Sinaga
Keyword(s):  
Small Business ◽  
Service Quality ◽  
Consumer Perceptions ◽  
Community Satisfaction ◽  
District Office ◽  
Service Community ◽  
The Difference ◽  
Improve Service Quality ◽  
Satisfaction With Services

Abstrak— Adanya permasalahan yang dihadapai masyarakat adalah masyarakat tidak bisa memberikan penilaian kepuasan terhadap pengurusan izin uasaha mikro dan kecil, hal ini membuat pegawai tidak bias mengukur kepuasan masyarakat untuk meningkatkan kualitas pelayanan di kantor camat. Dalam mengambil keputusan diperlukan sebuah sistem yang dapat menentukan tingkat kepuasan masyarakat berdasarkan kriteria yang ditentukan oleh pengguna. Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo. Metode Servqual adalah suatu kuesioner yang dapat mengukur kualitas jasa. Metode ini digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakan selisih antara persepsi konsumen terhadap layanan yang diterima. Metode Servqual memiliki dua perspektif internal dan perspektif eksternal. Perspektif internal didefenisikan dengan bebas kesalahan (zero defect) sedangkan perspektif eksternal digunakan untuk memahami apa yang diharapkan konsumen, dirasakan konsumen dan kepuasan konsumen.Kata kunci: Pelayanan, Kepuasan Masyarakat, Penilaian, Metode Servqual Abstract— There is a problem faced by the community is that the community cannot provide an assessment of satisfaction with the management of micro and small business permits, this makes employees not biased to measure community satisfaction to improve service quality in the camat office. In making decisions, we need a system that can determine the level of community satisfaction based on criteria determined by the user. Application of the Servqual Method in Determining the Level of Community Satisfaction with Services for Managing Micro and Small Business Licenses at the Sub-District Office of Dolat Rayat, Karo Regency. The Servqual method is a questionnaire that can measure service quality. This method is used to measure the service quality of the attributes of each dimension, so that a gap value is obtained which is the difference between consumer perceptions of the services received. The Servqual method has two internal perspectives and an external perspective. The internal perspective is defined as being free of errors (zero defect), while the external perspective is used to understand what consumers expect, feel and customer satisfaction.Keywords: Service, Community Satisfaction, Assessment, Servqual Method

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals Patient assessment of the quality of dental care services in a Nigerian hospital

2014 ◽  
Vol 3 (6) ◽  
pp. 20 ◽  
Author(s):  
Ezekiel Taiwo Adebayo ◽  
Bola Ayodele Adesina ◽  
Lilian Ejije Ahaji ◽  
Nurudeen Ayoola Hussein
Keyword(s):  
Service Quality ◽  
Urban Communities ◽  
Dental Care ◽  
Care Service ◽  
Quality Care ◽  
Dental Clinic ◽  
Care Services ◽  
Nigerian Government ◽  
The Difference

Dental care services are available in many urban communities worldwide where discerning and sophisticated clients expect quality care. Many available studies evaluated satisfaction rather than quality of dental care; others did not reveal the patients’ perception of gaps in the quality of care. Service quality (SERVQUAL) tool assesses quality of service based on the dimensions of tangibles, reliability, responsiveness, assurance and empathy as described by Parasuraman et al. (1985). The aim of this study was to assess the gaps in quality of dental care in a Nigerian government owned dental clinic using an unweighted SERVQUAL tool to determine the difference between expectations and perceptions of patients. Consenting patients seen during the study period were given a 32-items questionnaire divided equally between expectations and perception of quality of dental care services received. Out of 112 questionnaires analysed, patients had the most expectation for neatness (4.69 ± 0.85) and least for pain free treatment (3.76 ± 1.16). Highest perception was for knowledgeable clinic staff (4.34 ± 0.71) while support to enable staff work well was the least perceived quality (3.73 ± 0.86). Overall, among the 5 dimensions of quality, there were marked statistically significant quality gaps in assurance (p = .0001) and tangibles (p = .0006). This study showed that patients in a Nigerian government-owned dental clinic, there is need for greater attention to be paid to assurance, tangibles and reliability dimensions of service quality to improve patient perceptions.

scholarly journals Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

2019 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Eko Sulistyo
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Digital Natives ◽  
The Internet ◽  
Library Services ◽  
Digital Native ◽  
Daily Lives ◽  
Younger Generation ◽  
Improve Service Quality

<p>Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal.</p><p> </p><p>Meningkatkan Kualitas Pelayanan Perpustakaan  Terhadap Generasi Digital  Native. Generasi <em>Digital Natives</em>, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.</p>

scholarly journals Exploring the Service Quality of Airbnb

2019 ◽  
Vol 24 (4) ◽  
pp. 531-534 ◽  
Author(s):  
Sunny Sun ◽  
Jerry Zheng ◽  
Markus Schuckert ◽  
Rob Law
Keyword(s):  
Content Analysis ◽  
Service Quality ◽  
Competitive Advantage ◽  
Target Group ◽  
Personalized Service ◽  
Qualitative Design ◽  
Facilities Location ◽  
Related Service ◽  
Six Dimensions

Airbnb has become a strong competitor for hotels when it comes to accommodation choices. However, few studies have analyzed the service quality provided by Airbnb. In order to approach this gap and to support the industry to maintain competitiveness, this study identified related dimensions measuring the service quality based on a qualitative design, conducting a content analysis of Airbnbrelated reviews. The following six dimensions are identified and discussed: Accuracy, Cleanliness, Rooms and Facilities, Location, Personalized Service, and Value. Findings indicate that competitive advantage can be maintained by improving target group-related service quality, the accuracy and relevance of information provided, flexible check-in and check-out slots and services, as well as the organization of tours and events for guests.

PERSEPSI PENGGUNA JASA PENERBANGAN TERHADAP PELAYANAN MASKAPAI PENERBANGAN GARUDA INDONESIA DI KOTA BANDA ACEH

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Nadiya
Keyword(s):  
Service Quality ◽  
Key Words ◽  
Sampling Technique ◽  
T Test ◽  
Purposive Sampling ◽  
Good Assessment ◽  
The Difference ◽  
Differentiation Test ◽  
Banda Aceh

To determined whether the service quality of aviation is good can be seen from the ability of the service in achieving the expectation of the customer. This study aims to identify the difference between the expected service and the reality perceived by the customer in relation to the service of Garuda Indonesia airlines in Banda Aceh City.            This study used 99 customers of Garuda Indonesia Airline as the sample which is drawn by applying purposive sampling technique. Data was gathered by using questionnaire and analysis by using statistic tool, average differentiation test (t-test).            The result of statistic test shows t value is greater than the value of t-table. Thus, Ha is accepted while Ho is rejected which means there is average differentiation between the expected service and the perceived service of Garuda Indonesia’s customer            Generally, the customer has relatively good assessment towards the quality of Garuda Indonesia airlines. However, they still hope for better service in order to remains the gap between the expectation and the perceived service. Therefore, it is demanded for the management of Garuda Airlines to improve their provided service quality. Key words: User percepcion, Airline Service and Garuda Indonesia Banda Aceh  

Service Quality of E-Commerce for Global Consumers

2010 ◽  
pp. 40-64
Author(s):  
Mahmud Akhter Shareef ◽  
Yogesh K. Dwivedi ◽  
Michael D. Williams ◽  
Nitish Singh
Keyword(s):  
Service Quality ◽  
Cultural Diversity ◽  
Close Relation ◽  
Competitive Market ◽  
General Idea ◽  
Positive Perception ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
And Performance

Customers’ perception and expectation of service quality dimensions for any field, whereas it is traditional commerce or EC, has a close relation with adoption of that system, and is significantly depend on cultural diversity of the customers. Service quality of a business, in the present competitive market, plays a very sensitive role in positive perception of that business and thus acceptance, use, and adoption. Since EC is inherently global, global consumers’ perception of service quality, grounded on cultural and social diversity, is a potential criterion to be addressed and analyzed. This chapter of the book is designed to conceptualize some general idea about expectation and performance of different service quality attributes for B2C EC as revealed by different researchers.

Sign in / Sign up

Export Citation Format

Share Document