scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

2019 ◽  
Vol 8 (10) ◽  
pp. 3767-3775
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Industry ◽  
Quality Of Services ◽  
Demographic Profiles ◽  
Life Insurance Industry ◽  
The Impact

There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)

2019 ◽  
Vol 74 (3) ◽  
pp. 349-370 ◽  
Author(s):  
Syed Zamberi Ahmad ◽  
Norita Ahmad ◽  
Avraam Papastathopoulos
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Impact ◽  
Two Dimensions ◽  
Content Type ◽  
Five Dimensions ◽  
Face To Face

Purpose This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model. Design/methodology/approach Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors’ satisfaction was explored using structural equation modelling. Findings The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors’ satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors’ satisfaction. Originality/value This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.

scholarly journals QUALITY OF SERVICE AND HOMESTAY CUSTOMER SATISFACTION USING THE SERVQUAL MODEL

2021 ◽  
Vol 3 (7) ◽  
pp. 59-74
Author(s):  
Najwa Karmila Othman ◽  
Nor Aishah Buang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Early Stage ◽  
Quality Characteristics ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Tourism Services ◽  
The Relationship

The homestay industry is part of the tourism services industry. It is important for homestay operators to provide services that can meet the needs and satisfaction of customers. However, there are some problems related to the quality of services provided by homestay operators that affect customer satisfaction. Problems arise due to a lack of knowledge of the dimensions that can be used to provide quality services. There are five dimensions of the SERVQUAL model that are associated with service quality characteristics and are able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance. This study was conducted with the aim of finding out the relationship between the five dimensions of SERVQUAL service quality with homestay customer satisfaction and identifying the dimensions that most affect customer satisfaction. This study uses quantitative methods and distributed a total of 384 questionnaires to respondents who are local tourists staying at the Hulu Selangor homestay. The results of the study found that the dimensions of tangible, empathy, responsiveness, reliability, and assurance have a positive relationship to customer satisfaction. There are two main dimensions that most affect the satisfaction of homestay customers, namely reliability and assurance. This customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable to get help when needed. Homestay's that provide services efficiently without any errors from the early stage is also able to affect the level of customer satisfaction. Each homestay operator who are concerned with five dimensions and implement them in homestay services will strive to enhance and maintain the quality of the image as the best homestay.

scholarly journals Digital Banking in Northern India: The Risks on Customer Satisfaction

Risks ◽  
2021 ◽  
Vol 9 (11) ◽  
pp. 209
Author(s):  
Balijinder Kaur ◽  
Sood Kiran ◽  
Simon Grima ◽  
Ramona Rupeika-Apoga
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Banking Sector ◽  
Service Providers ◽  
Quality Of Services ◽  
Banking Services ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Northern India

The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputation. Offering digital account opening or remote deposits may not satisfy customers; competitive advantage depends on many aspects such as providing a hassle-free, personalized and cyber-secure experience, economic aspects and the needs of the society at large. Therefore, there is a need to understand the intensity of the risk factors that influence customer satisfaction for digitalized banking services and products. To do this, we carried out a structured survey, framed on the five dimensions of the SERVQUAL model, which was sent out to Northern Indian banking customers, to which we received 222 valid responses. We subjected the data received to Structural Equation Modelling using the SmartPLS version 3 application software. Results reveal that digital banking customers in Northern India are genuinely satisfied with the quality of services provided by digital banking. Moreover, ‘reliability’ has the strongest risk factor impact on customer satisfaction, followed by ‘tangibility’ and ‘responsiveness’.

scholarly journals Technology Analysis and the Need of a Value Framework

2021 ◽  
Vol 4 (1) ◽  
pp. 431-441
Author(s):  
Manuela Ingaldi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provision ◽  
Quality Of Services ◽  
Quality Level ◽  
A Value ◽  
Quality Scale ◽  
Retail Service ◽  
Retail Service Quality

Abstract We make purchases almost every day. We buy some products very often (e.g. food), others less often (e.g. furniture, car). Shops, selling products to customers, are not their producers, but rather provide them with services (commercial service). It is important that the customer, after making the purchase, is satisfied not only with the product, but also with the purchasing process itself. In order to determine what are the reasons for customer satisfaction or dissatisfaction, it is necessary to assess the quality of services, i.e. the process of making purchases by customers. In the available literature, there are many methods that are used to assess the service quality. However, their use is associated with the need to identify attributes that could well describe the service provision process, but also be a source of knowledge about customer satisfaction. The Retail Service Quality Scale (RSQS) developed by Dabholkar and his colleagues is applicable to assess the quality of services provided by shops, so it can be a ready-made tool that does not require the researchers to define attributes, as would be the case when using traditional methods. The aim of the paper was to assess the quality of operation of a traditional shop using the RSQS methodology. This study was carried out using a paper questionnaire that contained the attributes proposed in the RSQS. The survey was conducted among customers of a selected shop. The analyzed results made it possible to determine the quality level of commercial services provided by the research shop and to indicate its strengths and weaknesses. Additionally, the possibility of using the ready-made RSQS scale to assess the quality of commercial services provided in Polish economic realities was confirmed.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

scholarly journals KUALITAS PELAYANAN BANK DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) TERHADAP KEPUASAN NASABAH

2017 ◽  
Vol 3 (01) ◽  
pp. 63
Author(s):  
Yudi Siyamto
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Data Processing ◽  
Sampling Method ◽  
Average Rate ◽  
Quality Of Services ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

The purpose of this study was to determine the quality of services provided by the bank in serving kepusan customers using 5 dimensions of assurance, reliability, tangibility, empathy, and responsiveness, so from that dimension is unknown dimension into the client's preferences into consideration the quality of services by banks in Surakarta. The method used is the Importance Performance Analysis (IPA) and the Customer Satisfaction Index (CSI) doped with Miscrosoft software Excel for Windows and SPSS for windows. Questionnaires distributed amounted to 90 respondents with a sampling with accidental sampling method. The results of data processing by using IPA (Importance Performance Analysis) obtained an average rate of 95.21% suitability. Furthermore, for the assessment of the quadrant where the priority that should be corrected is related  Equanimity  customers  and  Ease  of  providing  services.  However  the  overall  services provided  by the  bank  are  quite  satisfied  because  of  the  20  attributes,  only  the  second  to  be prioritized. It was also evident from the results of the methods CSI (Customer Satisfaction Index) indicates the level of customer satisfaction by 80.80%. The value is in the range from 66 to 80.99%, so overall customers are satisfied with the performance of the services provided by the bank in Surakarta.

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                  

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