scholarly journals Association of Service Quality with Customer Satisfaction

2020 ◽  
Vol 2 (2) ◽  
pp. 48-68
Author(s):  
Syed Huzaifa Ahmed
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Positive Association ◽  
Influential Factors ◽  
Chi Square ◽  
Mba Program ◽  
Qualitative Variables ◽  
Chi Square Test ◽  
The University ◽  
The Relationship

The purpose of this explanatory research is to investigate the relationship of service quality with customer satisfaction. To examine the relationship, the study was conducted on students of the executive MBA program at a business school in Karachi, Pakistan. The research technique adopted for this study was probabilistic in nature. Both variables under consideration are observed through multiple dimensions. A chi-square test was performed to test the relationship between the qualitative variables. Findings indicate that service quality and all its dimensions have a significant and positive association with customer satisfaction at the university level. The education sector is a significant industry in Pakistan’s economy and has seen unparalleled growth and progression over the last decade. Therefore, this study has been explicitly conducted to look into the service quality phenomenon and seek credible scientific justification in this regard by studying service quality as one of the main influential factors towards customer satisfaction.

scholarly journals THE INTERRELATIONSHIP BETWEEN FACULTY JOB SATISFACTION, SERVICE QUALITY AND STUDENT SATISFACTION: THE CASE OF VNU- INTERNATIONAL SCHOOL

2017 ◽  
Vol 33 (2) ◽  
Author(s):  
Lien Pham
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Employee Satisfaction ◽  
Linear Regression Analysis ◽  
Faculty Satisfaction ◽  
Influential Factors ◽  
Working Environment ◽  
The Relationship

This research attempts to evaluate the interrelationship between employee satisfaction, service quality, and customer satisfaction in an educational organization. Specifically, this study explores three major relationships: (1) the relationship between influential factors of job satisfaction and faculty satisfaction; (2) the relationship between faculty satisfaction and service quality; and (3) the relationship between service quality and customer satisfaction. The study uses data collected from the questionnaire survey with 167 responses. As a result, there is a positive relationship between employee satisfaction and service quality and in turn service quality has positive effect on student satisfaction. Three out of six variables relating to job satisfaction (including Salary and Fringe benefits, Recognition, and Communiation) have influential relationship with lecturer job satisfaction in the linear regression analysis. And all the five factors of training service quality have positive relationships with student satisfaction. The paper also gives some recommendations for the school to improve its policies and working environment to enhance lecturer job satisfaction as well as service quality and student satisfaction level.

THE INTERRELATIONSHIP BETWEEN ADOLESCENTS' SELF-ESTEEM AND PARENTAL ACCEPTANCE

2021 ◽  
Vol 6 (1) ◽  
Author(s):  
Marko Romić ◽  
Maja Ljubetić
Keyword(s):  
Self Esteem ◽  
The Self ◽  
Parental Acceptance ◽  
Chi Square ◽  
Demographic Questionnaire ◽  
Chi Square Test ◽  
Research Goal ◽  
The University ◽  
The Relationship

Adolescent development is determined by many factors that intertwine, sometimes complementing each other and sometimes negating or cancelling each other out. One of them is the self-esteem which is conditioned by various factors. At the same time, self-esteem significantly determines the ways an individual develops and the extent to which he develops his abilities. Previous research has confirmed the importance of the relation between self-esteem and parental acceptance. This study aims to investigate the relationship between parental acceptance and adolescent self-esteem. The study was conducted on a sample of 401 students from the University of Mostar. In the study, the following instruments were used: a socio-demographic questionnaire, the Quality of Family Interaction Scale - KOBI and the Self-Esteem Questionnaire – SEI. In order to achieve the set research goal, the following methods were applied: descriptive statistics methods and Chi-square test. The obtained results confirmed the hypothesis that the higher the degree of parental acceptance is, the higher the level of adolescents' self-esteem is.

scholarly journals Influence factors of extra-articular manifestations in rheumatoid arthritis

Open Medicine ◽  
2020 ◽  
Vol 15 (1) ◽  
pp. 787-795
Author(s):  
Xing Chen ◽  
Mingmei Zhang ◽  
Tao Wang ◽  
Yunming Li ◽  
Meng Wei
Keyword(s):  
Rheumatoid Arthritis ◽  
Influence Factors ◽  
Clinical Work ◽  
Influential Factors ◽  
Chi Square ◽  
Tissue Specific ◽  
Mortality And Morbidity ◽  
Chi Square Test ◽  
Male Sex ◽  
The Relationship

AbstractBackground and objectiveExtra-articular manifestations (EAMs) are serious outcomes or complications of rheumatoid arthritis (RA) with increasing mortality and morbidity. The purpose was to explore the factors influencing EAMs, tissue-specific/systemic EAMs, and the concurrence of several EAMs.Patients and methodsIn total, 519 inpatients with RA were enrolled. The clinical characteristics, laboratory parameters, and medications of RA patients and the details of EAMs were recorded carefully. Differences between groups were examined by a Chi-square test, independent samples t test, one-way analysis of variance, Mann–Whitney U test, and Kruskal–Wallis H test. Binary and ordinal logistic regression analyses were performed to determine the relationship between influential factors and EAMs, tissue-specific/systemic EAMs, and the concurrence of several EAMs.ResultsThe morbidity of EAMs was 44.70%. Male sex, age, and traditional Chinese medicine (TCM) were independent influential factors of EAMs, and a number of statistically significant influence factors were found in the multivariate analysis of tissue-specific/systemic EAMs. Finally, age, CRP levels, number of RA-affected types of joints, and TCM were the factors that independently influenced the concurrence of several EAMs.ConclusionInfluential factors identified in this study could be recommended in clinical work, which is hopeful to decrease the morbidity and mortality of EAMs in RA.

scholarly journals HUBUNGAN KUALITAS PELAYANAN KADER DENGAN KEPATUHAN KUNJUNGAN IBU BALITA KE POSYANDU DI DESA GASARIBU KECAMATAN LAGUBOTI KABUPATEN TOBA SAMOSIR

2019 ◽  
Vol 2 (2) ◽  
pp. 179-189
Author(s):  
Erita Saragih ◽  
Dosmaida Nababan ◽  
Maria Sihombing
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Educational Background ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test ◽  
To Come ◽  
The Village ◽  
The Relationship

The health system can function optimally if supported by empowering people and as a form of empowerment is their guidance Posyandu cadre and mothers who bring their babies to Posyandu. Guidance cadres would improve their knowledge so that changing the behavior for implementation of knowledge. The purpose of this study was to analyze the relationship between service quality and compliance cadres with a visit to Posyandu toddler's mother in the village of  Gasaribu District of Laguboti  Toba Samosir. The study design used is cross sectional. The population mothers with toddlers were registered in the region of in the village of  Gasaribu District of Laguboti  Toba Samosir with a sample size of 50 respondents. Independent variable is the quality of service cadre, while the dependent variable is the compliance visit to the Posyandu toddler's mother. Measuring instrument uses closed questionnaire to measure guidance and registers Posyandu cadres Posyandu to measure compliance visit to the Posyandu toddler's mother. Data were analyzed with chi square test Results: There was a significant correlation between the quality of service cadres with compliance visits mothers  (p = 0.005). Posyandu already actively supported also by the mother's educational background is sufficient. Guidance given Posyandu cadres can encourage mothers to come to Posyandu. The cadre who has worked with both fast and precise, and further enhance its services, especially in the field of service quality cadres.   Sistem kesehatan dapat berfungsi secara optimal jika didukung dengan pemberdayaan masyarakat dan sebagai bentuk pemberdayaan adalah bimbingan kader Posyandu dan ibu-ibu yang membawa bayi mereka ke Posyandu. Bimbingan kader akan meningkatkan pengetahuan mereka sehingga mengubah perilaku untuk implementasi pengetahuan. Tujuan dari penelitian ini adalah untuk menganalisis hubungan antara kualitas layanan dan kader kepatuhan dengan kunjungan ibu balita Posyandu di desa Gasaribu Kecamatan Laguboti Toba Samosir. Desain penelitian yang digunakan adalah cross sectional. Populasi ibu dengan balita terdaftar di wilayah Desa Gasaribu Kecamatan Laguboti Toba Samosir dengan jumlah sampel 50 responden. Variabel bebas adalah kualitas kader layanan, sedangkan variabel terikat adalah kunjungan kepatuhan kepada ibu balita Posyandu. Alat ukur menggunakan kuesioner tertutup untuk mengukur pedoman dan catatn kader Posyandu untuk mengukur kunjungan kepatuhan kepada ibu balita ke Posyandu. Data dianalisis dengan uji chi square. Ditemukan ada hubungan yang signifikan antara kualitas kader layanan dengan kepatuhan kunjungan ibu (p = 0,005). Posyandu sudah aktif didukung pula oleh latar belakang pendidikan ibu yang memadai. Bimbingan yang diberikan kader Posyandu dapat mendorong ibu untuk datang ke Posyandu. Para kader yang telah bekerja dengan cepat dan tepat, dan lebih meningkatkan layanannya, terutama di bidang kader kualitas layanan.

scholarly journals ANALISA PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN PERCEIVED VALUE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENDIDIKAN TINGGI

2018 ◽  
Vol 12 (2) ◽  
pp. 84-93
Author(s):  
Trixie Nova Bella Tandijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
School Level ◽  
Education Students ◽  
University Level ◽  
The University ◽  
The Relationship

The importance of maintaining the quality of education of a country, making education in Indonesia also continues to make improvements both from the Elementary School level to the University level. At the University level alone, there is increasing competition between the State and Private Universities to produce more and more qualified graduates. So many universities are starting to think of strategies to win the competition. One of them by maintaining the Service Quality they provide. This study aims to determine the effect of Service Quality on Behavioral Intention or the tendency to behave, with perceived value and customer satisfaction as intervening variable high education students 2012-2016. The results of this study indicate that service quality has a positive and significant influence on perceived value and behavioral intentions, perceived value positively and significantly influence customer satisfaction and behavioral intentions, and customer satisfaction positively and significantly influence behavioral intentions. The results of this study also show that perceived value and customer satisfaction as intervening variables do not successfully mediate the relationship between service quality and behavioral intentions

scholarly journals Coping Strategies for Four Factors of Stress Among UiTM Jasin Students

2021 ◽  
Vol 6 (2) ◽  
pp. 95-101
Author(s):  
Nur Syuhada Muhammat Pazil ◽  
Norwaziah Mahmud ◽  
Siti Hafawati Jamaluddin
Keyword(s):  
University Students ◽  
Coping Strategies ◽  
Descriptive Analysis ◽  
Male Students ◽  
Primary Data ◽  
Chi Square ◽  
Chi Square Test ◽  
Effects Of Stress ◽  
The University ◽  
The Relationship

University students often face different kinds of stress such as problems with studies, family, friends and financial. This predisposes them to anxiety, sadness, anger and depression. To overcome their stress, students use different types of coping strategies. This study aims to investigate the stress level and the coping strategies by the university students and also to identify the relationship between the effects of stress based on their gender. The data in this study are primary data that were collected through direct questionnaire. Descriptive analysis and chi-square test were used to analyse the data. The result of this study indicates that a majority of the students have moderate level of stress. Many of the students become sad when they are in stress. In order to reduce the stress, most of the students sleep, followed by listening to music. The chi-square test shows no relationship between the effects of stress among female and male students.

scholarly journals PENGARUH DIMENSI KUALITAS JASA TERHADAP KEPUASAN KONSUMEN PADA PT POS INDONESIA CABANG MEDAN

2017 ◽  
pp. 79-93
Author(s):  
Lesny Purba
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Office Building ◽  
Post Office ◽  
Chi Square ◽  
Consumer Complaints ◽  
Chi Square Test ◽  
Mail Service

The research objective was to determine the influence of the dimensions of service quality on customer satisfaction. Populations are all consumers who use the mail service, PT Pos Indonesia Medan Branch in 2007. Study sample as many as 96 people. Data collection techniques used were questionnaires. Technique analysis is the chi square test. Of the research and discussion it can be concluded that the majority of respondents said they were satisfied (48%) for quality of service no significant relationship between the dimensions of service quality on customer satisfaction with PT Pos Indonesia Medan Branch. Advice given to the head of PT Pos Indonesia Medan Branch is to maintain the condition of the post office building, ease and clarity of the administration and courtesy of employees in serving customers. To improve customer satisfaction, the company should deliver the goods and mail to its destination on time, keeping consumer goods shipped by Berta handle consumer complaints, seriously.

scholarly journals Customer Preference towards Use of ATM Services

2020 ◽  
Vol 8 (4) ◽  
pp. 23-27
Author(s):  
S Manjushree
Keyword(s):  
Customer Satisfaction ◽  
Cost Effective ◽  
Chi Square ◽  
Customer Preference ◽  
Automated Teller Machines ◽  
Chi Square Test ◽  
Customer Services ◽  
Self Service ◽  
The Cost ◽  
The Relationship

Automated teller machines have altered the relationship between banks and their customers and competitive relationships among banks. ATMs are self-service vendor machine it permits customers to do anywhere, anytime banking both the bank and customers stand to gain in several ways. In contrast, ATMs bring down the cost per transaction, increase efficiency by reducing the workload of staff, they help to increase accuracy, speed, save time, money and effort of customers. Thus ATM impacts customer services and leads to better customer satisfaction. They enable the bank to transact more business by offering various services in a cost-effective way on one side and to get more customer satisfaction on the other. To analyze the relationship between demographic variables and preferences to use ATM, a structured questionnaire was used to collect the data from a random sample of 50 customers from a syndicate bank in Bhadravati, percentage analysis and chi-square test are applied for data analysis and interpretation. Finally, it attempts to offer suitable suggestions and conclusions to enhance the awareness of ATMs and other related modern services provided by the banks.

scholarly journals Concern About the Association Between Sex and Birth Weight of Babies: A Cross-Sectional Randomized Finding From a Nigerian Hospital

2013 ◽  
Vol 33 (1) ◽  
pp. 21-24
Author(s):  
BU Ahmadu ◽  
IH Abubakar ◽  
A Halima ◽  
A Ruqayya ◽  
GM Suleiman
Keyword(s):  
Birth Weight ◽  
Sexual Antagonism ◽  
Chi Square ◽  
Cross Sectional ◽  
Female Ratio ◽  
Normal Birth ◽  
Chi Square Test ◽  
The University ◽  
The Relationship ◽  
Male To Female

Introduction: Sexual antagonism is seen particularly where maternally and paternally derived alleles battle over fetal growth, which may result in sex differences regarding birth weight of babies. We examined the association between sex and birth weight of babies in the University of Maiduguri Teaching Hospital. Materials and Methods: One hundred babies selected by systematic random sampling had their birth weights determined using bassinet weighing scale. Likelihood ratio chi-square test of association was used to investigate the relationship between sex and birth weight. Results: A total of 100 babies participated in this study. There were 53 (53.0 %) males and 47 (47.0 %) females giving a male to female ratio of 1.1:1. Majority of the babies 82 (82.0 %) had normal birth weight (2500 – 3900 g). The mean (SD) birth weight for male and female babies were 313 (62), 95 CI (296 – 330 g), and 290 (055), 95 CI (275 – 307 g) respectively. The overall mean (SD) birth weight of the babies was 302 (0.59), 95 CI (291 – 314 g). Association between birth weight and sex of the babies was found to be significant (χ2 = 9.317, p = 0.025). Conclusion: Birth weight was significantly associated with sex: males had higher birth weights than females. DOI: http://dx.doi.org/10.3126/jnps.v33i1.7090 J Nepal Paediatr Soc. 2013;33(1):21-24.

scholarly journals Service Performance of State Hospitals

2019 ◽  
Author(s):  
Seniha Avcil
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Health Sector ◽  
Chi Square ◽  
Randomized Sampling ◽  
State Hospitals ◽  
Chi Square Test ◽  
The Relationship ◽  
One Way Anova

Developments in health sector increased the expectations of patients. In order to meet these expectations, hospitals attach importance to their service quality. Although hospitals increase the quality of service, the perceptions of service users become more important. It was aimed to determine the quality of service and expectation of patients and their relatives who applied to four state hospitals in Istanbul by Servqual Scale. In accordance with this purpose, the relationship between the dimensions of "physical properties", "reliability", "willingness - enthusiasm", "assurance" and "cross-empathy" quality of service and socio - demographic characteristics of participants were statistically analyzed. During sampling process, 358 participants who applied to physical therapy rehabilitation, surgery and internal medicine departments were reached via randomized sampling method. One-way ANOVA and independent sample t-test and chi-square test were applied to analyze the differences in satisfaction level. As a result of the evaluations, it was determined that four state hospitals did not meet the expectations in terms of both the total service quality and service quality sub-dimensions of the patients and their relatives.

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