scholarly journals The influence of demographic variables on service quality perceptions in three selected service industries

1992 ◽  
Vol 23 (3/4) ◽  
pp. 69-74
Author(s):  
Christo Boshoff ◽  
Deon Nel
Keyword(s):  
Service Quality ◽  
Market Segmentation ◽  
Significant Influence ◽  
Demographic Variables ◽  
Service Industries ◽  
Quality Service ◽  
Level Of Education ◽  
Empirical Results ◽  
Quality Perceptions ◽  
Important Target

Despite reservations about the use of demographic variables for market segmentation purposes it is a method which is widely used. Although this was not a segmentation study as such, the extent to which service quality perceptions are influenced by demographic variables has been investigated. It is believed that if demographic variables are found to influence service quality perceptions, they may serve as important pointers to the marketers of services when considering segmentation strategies. The empirical results revealed that both age (p 0.05) and level of education (p 0.01) exert a significant influence on consumers' perceptions of service quality. Younger consumers and relatively well-qualified consumers rate service quality lower than do older consumers and consumers who are not particularly well qualified academically. Both younger and well qualified consumers could be important target markets to services marketers in delivering quality service.

scholarly journals Peran Minat Memediasi Pengaruh Quality Service Transaksi Digital terhadap Costumer Satisfaction Pengguna Layanan OVO

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Asep Machpudin ◽  
Ade Titi Nifita ◽  
Garry Yuesa Rosyid ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Digital Technology ◽  
Service Users ◽  
Quality Service ◽  
User Interest ◽  
The People ◽  
Digital Transactions

The development of digital technology is increasing every year, various types of digital technology that exist today is a development of technology that has been there before. The presence of the digital age has helped to encourage human interest to transform digitally. The objectives in this study are: (1) Identifying the effect of digital transaction service quality on customer satisfaction of OVO users, (2) Identifying the effect of service quality of digital transactions on interests, (3) Identifying the effect of interest on customer satisfaction of OVO service users. (4) Identifying the role of interest is able to mediate the effect of digital transaction quality service on customer satisfaction of OVO service users. The population of this research is the people of Jambi City while the sample is the people of Jambi City who more than once used OVO services as many as 150 people. The data method uses path analysis. The results of the study note that quality service has a significant influence on OVO service user interest, quality service and interest have a significant influence on customer satisfaction on OVO service users and quality service has a significant influence on customer satisfaction of OVO service users through interest in Jambi City

Management Practices, Employees' Satisfaction and Perceptions of Quality of Service

1995 ◽  
Vol 77 (3) ◽  
pp. 748-750 ◽  
Author(s):  
Ronald J. Burke
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Management Practices ◽  
Affective Responses ◽  
Professional Services ◽  
Service Industries ◽  
Quality Service ◽  
Employees Satisfaction ◽  
Professional Services Firm

Economies in the industrialized world have increasingly moved from manufacturing to service industries. This study examined correlations between measures of management practices, employees' satisfaction, and perceptions of service quality among employees of a large professional services firm. 1608 women and men provided data by questionnaire completed anonymously. Employees describing management practices more favorably and employees reporting more positive affective responses perceived the firm as providing higher quality service and products to clients.

scholarly journals PENGARUH KUALITAS PELAYANAN PETUGAS TERHADAP KEPUASAN PENGUNJUNG DI OBJEK WISATA SEJARAH BENTENG MARLBOROUGH DI KOTA BENGKULU

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Handika Fikri Pratama
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Quantitative Method ◽  
Hypothesis Test ◽  
Quality Service ◽  
Validity And Reliability ◽  
Independent Variables ◽  
Dependent Variables ◽  
Independent Variable ◽  
Dominant Influence

Handika  Fikri  Pratama;  This  research  is  intended  to  know  the  influence  of  service  quality (Reliability, Responsiveness, Assurance, Empathy and Tangibles) either partially or simultaneously to the satisfaction of customers and to know the more dominant influence from quality service. This research used quantitative method. There were 100 samples collected using accidental sampling. Collected using questioner and documentation. Instrument test is done by validity and reliability test. Multiple linear regression and classical assumption test used as analysis test. Hypothesis test is done by F test and t test.Result of this research shows take value  of value Reliability, Responsiveness, Assurance, Empathy and Tangibles variable have significant influence to dependent variable (Y) simultaneously. Tangibles don’t have significant influence to variable (Y) Partially. Reliability, Responsiveness, Assurance and Empathy variable have significant influence to dependent variable (Y). The value of determination coefficient (R Square) 97,6% it means that the independent variable may describe the dependent variables, while the remaining 2,4% is explained by the other independent variables which are not included in the this research.Keywords : Service Quality, Customer’s Satisfactions.

scholarly journals PENGEMBANGAN MODEL SERVICE QUALITY PADA INDUSTRI JASA OTOMOTIF DI ”EIFISIENSI TOUR AND TRAVEL” TULUNGAGUNG

2019 ◽  
Vol 1 (2) ◽  
pp. 111
Author(s):  
Tali roso Susilo ◽  
Sri Rahayuningsih ◽  
Heribertus Budi Santoso
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Service Providers ◽  
Research Process ◽  
Survey Method ◽  
Quality Service ◽  
Service Model ◽  
Customer Complaints ◽  
Transportation Service ◽  
The Village

In this study, an analysis of the development of a quality service model for land transportation service providers, namely Eiffficiency Tour and Travel, is located in the village of Wajak Kidul, Boyolangu District, Tulungagung Regency. In reality, in the field there are still many matters related to service quality ignored by Tour and Travel Efficiency. This is evidenced by the events that occur in the fairly large list of customer complaints. In this study, it refers to the survey method carried out by collecting information from samples obtained from a place with the aim of generalizing the extent to which the population from which the sample was taken. In this final project research, the authors conducted research on transportation service providers. "Efficiency Tour and Travel" in the village of Wajak Kidul Tulungagung refers to the development of a quality service model. The research process used interviews, documentation and questionnaires, with a total of 35 respondents. This research is more effective with the results of the calculation of t count> t table: then Ho is rejected, meaning that there is a significant influence between variable X and variable Y. results 4,927. 2.021: then Ho is rejected, meaning that there is a significant influence between CV services. Eiffficiency Jaya customer satisfaction as a form of model useDalam penelitian ini dilakukan analisis pengembangan model service kualiti pada penyedia jasa transportasi darat yaitu Eifisiensi Tour and Travel yang berkedudukan di desa Wajak Kidul Kecamatan Boyolangu Kabupaten Tulungagung. Dalam kenyataannya di lapangan masih banyak hal-hal yang berkaitan dengan kualitas pelayanan diabaikan oleh Eifisiensi Tour and Travel. Hal tersebut terbukti dengan peristiwa yang terjadi pada daftar keluhan pelanggang yang cukup banyak. Dalam penelitian ini mengacu pada metode survei dilakukan dengan cara menghimpun informasi dari sampel yang diperoleh dari suatu tempat dengan tujuan untuk melakukan generalisasi sejauh populasi darimana sampel tersebut diambil. Dalam penelitian tugas akhir ini, penulis melakukan penelitian di perusahaan penyedia jasa transportasi.”Eifisiensi Tour and Travel” desa Wajak Kidul Tulungagung mengacu pada pengembangan model servis quality. Proses penelitian menggunakan wawancara, dokumentasi dan kuesioner, dengan jumlah 35 responden. Penelitian ini lebih efektif dengan hasil dari perhitungan t hitung > t table: maka Ho di tolak, artinya berarti terdapat pengaruh yang signifikan antara variabel X dengan variabel Y. hasil 4.927. 2.021: maka Ho ditolak, artinya terdapat pengaruh yang signifikan antara pelayanan CV. Eifisiensi Jaya kepuasan pelanggan sebagai bentuk penggunaan model Service Quality

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP MINAT MENABUNG PADA PT BANK TABUNGAN NEGARA (PERSERO) TBK. CABANG SEMARANG

KEUNIS ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 21
Author(s):  
Novita Himatul Ulya ◽  
Embun Duriany Soemarso ◽  
Moch. Abdul Kodir
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Significant Influence ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Quality Service ◽  
Analysis Model ◽  
Validity And Reliability

<p><em>This research aims to determine the significance of the variables influence the product quality, service quality and trust of the customers saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. This study uses primary data with questioner and secondary data. The population in this study are all savings customers at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. The sampling technique used was purposive sampling and accidental sampling. </em></p><p><em>The analysis model used in this research is Linear Regression Analysis Model, while the data analysis techniques using the F test, t test, and coefficient of determination (R2). In addition, it also tests the quality of the data in the form of tests validity and reliability, as well as a classical assumption test with normality tests, multicollinearity tests, heteroscedasticity tests, and autocorrelation tests. Test data indicate that the data is valid and reliable and free from irregularities classical assumptions. </em></p><em>The analysis and discussion showed that product quality, service quality and trust simulataniously significant influence customers saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang. Variable service quality and trust partially significant influence customer saving interest, while the variable product quality not significantly influence customer saving interest at PT Bank Tabungan Negara (Persero) Tbk. Cabang Semarang.</em>

scholarly journals The Influence of Brand Image and Restaurant Attributes towards Customer Satisfaction at Pekkio Restaurant

2020 ◽  
Vol 9 (2) ◽  
pp. 79-90
Author(s):  
Oei Natalia Marcella
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Significant Influence ◽  
Online Survey ◽  
Service Industry ◽  
Brand Image ◽  
Food Service ◽  
Special Method ◽  
Quality Service

   In this globalization era, food service industry as restaurant that provide the basic of human needs has been well developed. The development of food industry has given a huge contribution to the social and environment aspects (Franceschelli et al, 2018). Pekkio restaurant is one of the restaurants in Surabaya that sell Singapore chinese cuisine in Pakuwon Mall Surabaya. In order to survive in this industry, Pekkio restaurant continuously develop their performance to increase the customer satisfaction. With the purpose to find out the factors that influence customer satisfaction, this research aims to discover whether brand image, food quality, service quality, and atmospherics have significant influence towards customer satisfaction of Pekkio restaurant.             Therefore, researcher conducted an online survey that are distributed to the samples using 5-point Likert-scale. The population is unknown thus, the researcher use special method from Roa (2016) and the sample become 97. Moreover, the obtained data will be analysed using Multiple Linear Regression. The result shows that food quality and service quality have significant influence towards customer satisfaction of Pekkio restaurant. However, brand image and atmospherics don’t significantly influence customer satisfaction at Pekkio restaurant . Albeit, there are positive relationship of brand image and atmospherics towards customer satisfaction of Pekkio restaurant. Keywords: Brand Image, Food Quality, Service Quality, Atmospherics, and Customer Satisfaction  

scholarly journals Does Service Quality Impact Relationship Quality? Analyzing the Moderating Effect of Demographic Variables in the Path Model – Empirical Evidence From Indian Retail Banks

2020 ◽  
Vol 9 (3) ◽  
pp. 239-245
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Structural Equation ◽  
Marketing Research ◽  
Demographic Variables ◽  
Moderating Effect ◽  
Service Industries ◽  
Path Model ◽  
Retail Banks ◽  
The Impact

The purpose of the study is to analyze the impact of service quality on relationship quality in the context of India retail banks. Previous researchers have identified that service quality as a core competency of service industries, whereas the term relationship quality has occupied the prime spot in relationship marketing research for various reasons, the present study attempted to investigate the impact of service quality on relationship quality. At times, the demographic variables can act as a differentiator in the path model, the study made an effort to investigate the moderating role of the demographic variables. The authors developed a structured questionnaire, items used in the questionnaire were adopted from existing literature. The developed questionnaire was distributed among bank customers through e-mail and were requested to fill the same. The authors used Structural Equation Modelling (SEM) to analyze the path model between service quality and relationship quality. Findings of the study showed that there exist a positive relationship between service quality and relationship quality. The results also revealed that the relationship duration and type of bank has a moderating effect on the path model between service quality and relationship quality. However age and gender of the respondents did not show any moderating effect on the path model. Previous researchers has suggested that it cost more to acquire a new customer when compared to retaining an existing customer. The technology aspects of a service industry like banking mobile banking, e-services can be easily mimicked by the competitors, whereas the quality dimensions of banking industry cannot be easily imitated by the competitors, hence the banks shall establish good service quality and improve relationship quality to stay ahead of competition and win the minds of the customers.

scholarly journals THE INFLUENCE OF LEADERSHIP STYLE AND WORK DISCIPLINE ON SERVICE QUALITY AND EMPLOYEE PERFORMANCE IN THE INVESTMENT OFFICE AND ONE STOP INTEGRATED SERVICE IN MAKASSAR CITY

2020 ◽  
Vol 3 (4) ◽  
pp. 58-71
Author(s):  
Muhammad Arif Rahmat ◽  
Nurdin Brasit ◽  
Nuraeni Kadir
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Leadership Style ◽  
Significant Influence ◽  
Employee Performance ◽  
Quality Service ◽  
Analysis Method ◽  
One Stop ◽  
The City ◽  
Integrated Service

This study aims to determine the Effect of leadership sale and work discipline on service Quality and Employee Performance in the Investment Office and One-Stop Integrated service in Makassar city. The approach taken in this study was a quantitative approach with the path analysis method. The population in this study are employees at the Department of Investment and one-stop integrated service or the city of Makassar. Data collection techniques used observation, interviews, and questionnaires while data processing using SPSS (Statistical Product and Service solution) version 23. The results showed that there is a positive and significant influence of leadership style on service quality. There is a negative and insignificant influence of work discipline on service quality, there is a positive and significant influence of leadership style on employee performance, there is a negative and insignificant influence of work discipline on employee performance, there is a negative and significant effect of service quality on employee performance, there ia a positive and significant influence of leadership style on employee performance through quality service. There is a negative and insignificant influence of work discipline on employee performance through service quality.

scholarly journals Kualitas Produk, Pelayanan dan Nilai Syariah terhadap Persepsi Mahasiswa Ekonomi Islam untuk Menjadi Nasabah Bank Syariah

2017 ◽  
Vol 2 (2) ◽  
pp. 196
Author(s):  
Dian Azmi Dinaratu Azhar Muttaqin
Keyword(s):  
Service Quality ◽  
Data Processing ◽  
Product Quality ◽  
Significant Influence ◽  
Quality Service ◽  
Quality Perception ◽  
Insignificant Effect ◽  
Islamic Bank ◽  
Economics Students

This study aims to determine how much influence the perception of Islamic economics students about product quality, service quality, and sharia value of interest to become customers of Islamic Bank. The result of data processing shows that the perception of product quality and service quality perception have positive and significant effect on the interest to become the customer of Islamic Bank proven with probability value (sig.) Of 0.000 <0,05. While the variable of perception of syariah value have positive and insignificant effect on interest to become customer of Islamic bank with result of probability value (sig.) Equal to 0,888> 0,05. Variable perception of product quality has the greatest and significant influence to the interest of becoming a customer of Islamic Bank indicated by t value counted 5,042. The perception of product quality, service quality, and sharia value influence 50,7% to interest to become customer of Islamic Bank in view from Adjusted R Square value and 49,3% (100% - 50,7%) influenced by other variable outside variable The selected.

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