The Structural Model between the Quality of Service and Value of Service and Customer Preference of Golf Courses

2021 ◽  
Vol 23 (1) ◽  
pp. 132-143
Author(s):  
Young-Goo Yoon ◽  
Man-Sik Choi
Keyword(s):  
Quality Of Service ◽  
Structural Model ◽  
Golf Courses ◽  
Customer Preference

Constructing Relationship Developing Strategies

2019 ◽  
pp. 126-143
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Support Services ◽  
Structural Model ◽  
Service System ◽  
Ethical Practice ◽  
Mediating Role ◽  
Depth Interview ◽  
Developing Strategies

This chapter aims to describe relationships strategies that manager need to practice in order to establish customer-oriented service system. Therefore, the chapter provides a structural model derived from literature review and depth interview from depth interview of 10 customers and 5 managers of 5 auto repair shops. In line with that, the current chapter proposes four propositions in regards to effective relationship developing strategies for the SME. The findings revealed that ethical practice, customer's orientation, length of relationship, customer's support services are significantly influence firm's relationship strategies. In addition, trust factor play a mediating role among the relationships. The chapter can help to predict the quality of service perceived by the customers by using relationship strategies, which may be similar in other markets with similar characteristics.

Relationships between supply performance of pharmacies in Chile and their quality of customer service

2018 ◽  
Vol 12 (4) ◽  
pp. 433-446
Author(s):  
Fernando Rojas ◽  
Giulani Coluccio ◽  
Juan Vega
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Structural Equation Models ◽  
Statistical Significance ◽  
Measurement Scales ◽  
Content Type ◽  
Practical Implications

Purpose This paper aims to describe relationships between constructs adapted to the pharmaceutical field with respect to the measurement of the supply chains strategic and operational performance in private pharmacies, relating it to the quality of service perceived by users. Design/methodology/approach Relationships among the indicated constructs were validated through the use of structural equation models. This study includes the use of questionnaires adapted and applied to suppliers (pharmaceutical chemists and supply staff), operational managers (pharmacy assistants) and users (patients and clients) who visit different segments of pharmacies, such as chain businesses and independents located in the region of Valparaíso, Chile. The sample collected information from 128 establishments and 601 people, through which different relationships between segments were compared. Findings A structural model was validated on the basis of statistical principles. Furthermore, positive relationships were observed in the constructs studied where pharmacy chains had a statistical significance of less than 5 per cent between the responsibility of the supply process and the experience of the users, whereas independent pharmacies had a very significant causal relationship between operational managers and users. Practical implications The proposal can help predict the quality of service perceived by the user based on the behavior of sales and supply staff, which may be similar in other markets with similar characteristics. Originality/value The structural model proposed is original and adapts measurement scales validated from previous studies to be able to apply them in the pharmaceutical retail market.

scholarly journals Pengaruh Variabel Kualitas Sistem Informasi Terhadap Kepuasan Pengguna Sistem Informasi Model EUCS

2019 ◽  
Vol 3 (1) ◽  
pp. 23-28
Author(s):  
Erick Sorongan ◽  
Hilmansyah Hilmansyah ◽  
Hadiyanto Hadiyanto
Keyword(s):  
Information System ◽  
Quality Of Service ◽  
User Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Model ◽  
System Quality ◽  
External Variable

The application of information systems with various types of convenience offered can reflect the quality of service of an organization, the quality of service can be said to be very good if the service meets the needs and expectations of users. This kind of evaluation can be done by applying a tested model but problems arise when latent variables in the method used are not fully able to identify factors that influence user satisfaction. From the results of research using the end user satisfaction model, the R-Square value is 0.653, which means that 65.3% of user satisfaction can be found through latent variables found in the EUCS model while the remaining 34.7% can be explained through external variables. This study aims to analyze external factors outside the EUCS model, one of which is by using the information system quality variables contained in the Delone and Mclane information system success model. The way to do this is to add an external variable to the EUCS model and then analyze the outer model and analyze the structural model using the structural equation model. The results showed that the independent system quality variable has a t-statistic value of 3.445 or greater than t-table 1.96 which means that the external latent variables of the Delone and Mclean model can be used to explain the satisfaction factors (from the external variable side) of the user information system on the EUCS model.

scholarly journals Service Quality in Early Intervention Centres: An Analysis of Its Influence on Satisfaction and Family Quality of Life

Children ◽  
2021 ◽  
Vol 8 (8) ◽  
pp. 716
Author(s):  
Inmaculada-Concepción Jemes-Campaña ◽  
Rita-Pilar Romero-Galisteo ◽  
Pablo Gálvez-Ruiz ◽  
Maria-Teresa Labajos-Manzanares ◽  
Noelia Moreno-Morales
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Early Intervention ◽  
Service Quality ◽  
Structural Model ◽  
Perceived Quality ◽  
Family Quality Of Life ◽  
Developmental Problems ◽  
Probabilistic Sample

Early Intervention (EI) is a set of interventions focused on responding to the needs of children with or at risk of developmental problems. This study aimed to investigate the relationships between the perceived quality of service, satisfaction and family quality of life. Methods: to conduct a multi-centre, transversal study with a non-probabilistic sample. The participants (N = 1551) were families from 24 Early Intervention Centres (EICs) located in Spain. Results: The results indicated an adequate fit of the measurement and structural models, with the latter showing a capacity of 73% to predict the family quality of life. The structural model established that the perceived service quality was a positive and significant predictor of satisfaction (β = 0.85; p < 0.001). Both the perceived quality of service (β = 0.28; p < 0.001) and satisfaction (β = 0.33; p < 0.001) obtained a similar positive and significant relationship with family quality of life, which was slightly stronger than satisfaction. Conclusions: This study provided a better understanding of the importance of the services offered in EICs and their influence on the satisfaction and family quality of life of their users. Thus, delving into these relationships was highly relevant for decision-making in the context of EI.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

PENGARUH KUALITAS INFORMASI DAN KUALITAS LAYANAN TERHADAP SIKAP DALAM PENGGUNAAN SISTEM APLIKASI DENGAN KEMUDAHAN PENGGUNAAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI ONLINE (GOJEK) DI YOGYAKARTA

2019 ◽  
Vol 27 (2) ◽  
pp. 119-133
Author(s):  
Putri Aprilia Isnaini ◽  
Ida Bagus Nyoman Udayana
Keyword(s):  
Social Media ◽  
Quality Of Service ◽  
Information Quality ◽  
Sampling Technique ◽  
Ease Of Use ◽  
Quality Of Services ◽  
Quality Of Information ◽  
Transportation Services ◽  
Application Systems

This writing is done to determine the effect of information quality and service quality on attitudes in the use of application systems with the ease of use of the system as an intervining variable in online transportation services (gojek) in Yogyakarta. The sample in this study is customers who use online motorcycle transportation services in Yogyakarta. The sampling technique uses accidental sampling technique. Data collection is done by distributing online questionnaires through the Goegle form and distributed with social media such as WhatsApp and Instagram on a 1-4 scale to measure 4 indicators. The results of this study show 1) the quality of information affects the ease of use, 2) the quality of service affects the ease of use, 3) the quality of information influences attitudes in use, 4) the quality of services does not affect attitudes in use, and 5) ease of use attitude in use.

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 %.

Model Arsitektur Monitoring Obat melalui Pendekatan Togaf Adm dan Cloud Database

2018 ◽  
Vol 7 (2) ◽  
pp. 155
Author(s):  
Guntoro Barovih ◽  
Salimin Salimin
Keyword(s):  
Quality Of Service ◽  
Cloud Database ◽  
Model Database

Maraknya peredaran obat ilegal membuat resah pemerintah dan masyarakat. Perlu adanya payung hukum untuk memberantas peredaran obat ilegal ini. Selain payung hukum yang kuat diperlukan juga mekanisme pengawasan pengawasan obat yang baik. Penelitian ini memcoba menciptakan suatu sistem pengawasan obat yang menghubungkan setiap stackholder farmasi mulai dari industri farmasi hingga instalasi sediaan farmasi dan terintegrasi pada dua instansi pemerintah yaitu DinKes dan BPOM selaku badan pengawasan melalui infrastruktur Cloud. Sistem yang dibangun menggunakan metode Togaf ADM dengan melibatkan 4 tahapan didalamnya. Untuk menjamin apakah sistem yang dibangun memiliki konsistensi yang baik maka dilakukan pengujian performa server dengan menggunakan parameter Quality of Service. Hasil dari penelitian ini menjabarkan bentuk model database yang bisa digunakan di platform aplikasi yang berbeda serta hasil pengujian performa yang didapatkan nilai dari parameter yang digunakan memenuhi standar tiphon dengan kategori sangat baik, sehingga konsistensi data yang tersimpan akan bernilai positif atau konsistensi data bisa terjamin.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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