SERVQUAL-Based Evaluation of Service Quality of Energy Companies in Turkey

2019 ◽  
pp. 142-167 ◽  
Author(s):  
Hasan Dinçer ◽  
Serhat Yüksel ◽  
Fatih Pınarbaşı
Keyword(s):  
Service Quality ◽  
Stock Exchange ◽  
Fuzzy Dematel ◽  
Important Conclusion ◽  
Five Dimensions ◽  
Analysis Process ◽  
Istanbul Stock Exchange ◽  
Energy Companies ◽  
Fuzzy Moora

The aim of this chapter is to measure the service quality of energy companies. Within this context, seven different energy companies that are listed on İstanbul Stock Exchange are considered. For this purpose, five dimensions and 14 criteria are identified by considering the details of SERVQUAL methodology. In the analysis process, fuzzy DEMATEL method is used to weight these dimensions and criteria and the performance of the energy companies are ranked by using fuzzy MOORA approach. The findings show that feedback is the most significant dimension and data security and physical security are the most important criteria. Another important conclusion is that the companies, which have high profitability, have better performance regarding service quality. Thus, it is recommended that the companies should mainly focus on the ways of getting necessary feedback from their customers, such as conducting a survey.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

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                  

SERVQUAL-Based Evaluation of Service Quality in Turkish Health Industry With Fuzzy Logic

2021 ◽  
pp. 213-233
Author(s):  
Hasan Dinçer ◽  
Serhat Yüksel ◽  
Yaşar Gökalp ◽  
Serkan Eti
Keyword(s):  
Fuzzy Logic ◽  
Literature Review ◽  
Service Quality ◽  
Health Sector ◽  
Working Hours ◽  
Positive Contribution ◽  
Extended Time ◽  
Fuzzy Dematel ◽  
Turkish People

The aim of this study is to analyze the service quality in the Turkish health sector. In this context, a literature review is conducted, and 16 different criteria based on SERVQUAL are determined. Fuzzy DEMATEL method is used to determine which of these criteria are more important. The findings indicate that operating hours and quality of equipment have the highest weights. In addition to these items, experience of personnel and individual attention to patient are other important factors with respect to the service quality in Turkish health industry. Hence, it is strongly recommended that hospitals in Turkey should operate in an extended time because Turkish people prefer to go to the hospitals after working hours. It is also obvious that Turkish hospitals should make investment to quality equipment. Finally, it is a good idea for new hospitals to have qualified employee. This situation has a positive contribution to the service quality of these hospitals.

scholarly journals The Effects Of Global Economic Crisis of 2008 to Financial Statements and Liquidity Ratios Which Companies are Settled In BIST Energy Sector (2005-2013 Term Review)

2017 ◽  
Vol 6 (1) ◽  
pp. 6
Author(s):  
Selcuk Kendirli ◽  
Muhammet Cankaya ◽  
Altug Cagatay
Keyword(s):  
Economic Crisis ◽  
Stock Exchange ◽  
Financial Statements ◽  
Energy Sector ◽  
Istanbul Stock Exchange ◽  
Global Economic Crisis ◽  
Energy Companies

Abstract. Aim of this study is to compare and analyze whether the 2008 global economic crisis affected the balance of the energy companies which are listed in the İstanbul Stock Exchange and have shown continuity in 2005-2013 period by using a variety of analyzing methods. Companies that demonstrate continuity between the years 2005-2013 were not assessed in this study. Horizontal and vertical analyses were made on the financial statements of the companies which are evaluated and liquidity ratios were assessed. As a result of the analysis the companies have been found to be affected to different degrees by the crisis.

scholarly journals Persepsi Nasabah Terhadap Tingkat Kualitas Pelayanan Bank Syariah Cabang Malang

2018 ◽  
Vol 3 (1) ◽  
pp. 79
Author(s):  
Lailatul Iffah
Keyword(s):  
Service Quality ◽  
Quantitative Method ◽  
Sampling Method ◽  
Primary Data ◽  
Level Of Service ◽  
Sampling Techniques ◽  
Research Subjects ◽  
Five Dimensions ◽  
Customer Perception

This study aims to determine the perceptions of customers on the level of service quality of Syariah Mandiri Bank Malang branch based on five dimensions of service quality. This research used quantitative method with research subjects on BSM savings customers who used mudharabah muthlaqah contract of Syariah Mandiri Bank Malang branch. The data used in this study is the primary data through questionnaires. Questionnaires were distributed to customers as much as 53 questionnaires and sampling techniques using Purposive Sampling method. The result of the research showed that customer perception of Syariah Mandiri Bank Malang branch is very satisfied under the perception of emphaty dimension as dimension which dominates customer’s perception toward service quality of the Bank.

scholarly journals Service Quality Satisfaction: Perceptions of Ghanaian Higher Education Students Learning at a Distance

2021 ◽  
Author(s):  
samuel amponsah ◽  
Boadi Agyekum
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Qualitative Interviews ◽  
Structured Interview ◽  
Three Dimensions ◽  
Service Reliability ◽  
Five Dimensions ◽  
The University ◽  
University Of Ghana

Assessing students’ satisfaction of service quality is vital to educational service providers. This qualitative study hence employed the SERVQUAL Theory to explore the perspectives of 30 distance learning students on the quality of services provided at the University of Ghana Learning Centres. The participants were purposively selected and engaged in in-depth qualitative interviews through a semi-structured interview guide. Our findings revealed varied satisfaction levels with the five dimensions of quality of service: reliability, assurance, responsiveness, tangibility, and empathy. The findings revealed that students’ perceptions of the tangibility and empathy dimensions were negative. We thus advocate leveraging the three dimensions perceived to be satisfying among students while ensuring improvements in the two other dimensions that elicited no satisfaction. Consequently, we offer recommendations framed by UNESCO that may be of interest to providers and managers of distance education programmes in similar learning centres.

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

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.

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