ANALYZING CUSTOMER FEEDBACK FOR IMPROVED SERVICE QUALITY USING BINARY LOGISTICS REGRESSION MODEL

2021 ◽  
Vol 8 (SI-1) ◽  
pp. 183-198
Author(s):  
Dr. Renu Jain ◽  
Dr. Neena Mital
Keyword(s):  
Quality Control ◽  
Service Quality ◽  
Customer Complaints ◽  
Competitive Edge ◽  
Customer Feedback ◽  
Logistics Regression ◽  
Different Types ◽  
Processing Mechanisms ◽  
Comprehensive Score

Analyzing customer feedback and management of complaint processing mechanisms has become a necessity for every firm to gain a competitive edge in business. The data reveals a lot of information about the customer and helps understanding how to improve the service quality in the firm. This can also be taken as an external method of quality control of the product through customer feedback. The present study has conducted a primary survey to validate how much does the customers’ feedback helps in improving the quality of processes and the product thereby. This survey is predominantly carried out on different types of companies situated in NCR of Delhi. Through the analysis, an attempt was made to get a comprehensive score representing the aspect of market customer complaints in these companies. 

scholarly journals IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD

Transport ◽  
2020 ◽  
Vol 35 (4) ◽  
pp. 419-434
Author(s):  
Ieva Meidutė-Kavaliauskienė ◽  
Virgilija Vasilienė-Vasiliauskienė ◽  
Aidas Vasilis Vasiliauskas
Keyword(s):  
Service Quality ◽  
Competitive Edge ◽  
Logistics Service ◽  
Logistics Services ◽  
Different Types ◽  
Business Entities ◽  
The Right ◽  
Logistics Service Quality ◽  
The Impact

Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.

scholarly journals Pengaruh Faktor-faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali

2011 ◽  
Vol 2 (1) ◽  
pp. 73 ◽  
Author(s):  
Muhammad Tho’in
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Reliability ◽  
Significance Level ◽  
Customer Complaints ◽  
Service Guarantees ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Dominant Influence

This study aims to determine (1) Is there a significant effect of service quality that consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction.2 ) Factors of service quality dimensions of the most dominant. The results showed that: (1) There is a significant influence of the quality of service which consists of tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction. This is evident from the results of regression analysis is to obtain the value Fhitung > Ftabel (30,744 > 2,45) on a significance level of 5%. That is giving evidence on service, reliability personnel in providing service, accuracy in the grasp of officers respond to complaints of customers, providing service guarantees, and giving attention to customer complaints led to customer attention and loyalty to the company, (2) Reliability dimension is the dimension that gives the dominant influence on customer satisfaction. It can be seen from the calculated value of t-hitung reliability dimension (4,004) is higher than other dimensions t-hitung tangibles (3,106), responsiveness (3,779), assurance (2 ,614), and emphaty (3,188). This means that if the reliability in providing services cause customers to feel satisfied.

scholarly journals Determinants Of Customer-Perceived Service Quality In Senior-Care Industry And Their Relationship To Customer Satisfaction And Behavioral Intentions: Research Findings From Taiwan

2011 ◽  
Vol 7 (12) ◽  
Author(s):  
Hsing-Yun Chang ◽  
Cho-Pu Lin ◽  
Meng-Yun Tsou ◽  
Chien-Ting Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Food Service ◽  
Three Dimensions ◽  
Perceived Service Quality ◽  
Competitive Edge ◽  
Research Findings ◽  
The Relationship

The senior-care market has been on the rise in Taiwan, especially in rural areas. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationship between service quality of senior care and customer satisfaction in rural Taiwan based on Parasuraman, Zeithmal and Berrys SERVQUAL ten dimensions (i.e., access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles and understanding the customer) and Lees food service. Multiple regression was conducted to test the relationships. The statistical results showed that access, courtesy and food service are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in rural Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive edge.

Hardness

1984 ◽  
pp. 334-409
Keyword(s):  
Fracture Toughness ◽  
Residual Stress ◽  
Quality Control ◽  
Tensile Strength ◽  
Temperature Effects ◽  
Hardness Testing ◽  
Hardness Tests ◽  
Different Types ◽  
Hardness Conversion

Abstract Hardness tests provide valuable information about the quality of materials and how they are likely to perform in different types of service. This chapter covers some of the most widely used hardness testing methods, including Vickers, Rockwell, and Brinell tests, Shore scleroscope and Equotip hardness tests, and microindentation tests. It describes the equipment and procedures used, discusses the factors that influence accuracy, and provides hardness conversion equations for different types of materials. It also explains how hardness testing sheds light on anisotropy, machinability, wear, fracture toughness, and tensile strength as well as temperature effects, residual stress, and quality control.

Study on the effect of internal marketing on service quality: Systematic Literature Review

2021 ◽  
Vol 1 (2) ◽  
pp. 68-88
Author(s):  
Ibrahim Sameer
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Positive Impact ◽  
Reward System ◽  
Marketing Mix ◽  
Internal Marketing ◽  
Competitive Edge ◽  
Practical Implications

The purpose of this paper is to synthesize the fragmented literature on effect of internal marketing on service quality, thereby broadening the literature breath and making gap identification comprehensive. Additionally, the paper also provides more insight of the concept of internal marketing, identifying aspects of it which has the most significant impact on service quality. The methodology of the research is based on systematic literature review which enabled to collect the relevant data pool to the research through PRISMA approach using existing literature. Main findings of the data revealed that internal marketing possesses a positive impact by 76% on service quality, where most significant factor contributing a positive impact being motivation and reward system. Furthermore, the marketing mix elements of internal marketing is also shown to enhance the quality of service. The research results also identified limitations revealing the gaps in the existing literature in terms of the topic. These gaps are recommended areas which can be further explored to enrich the academia. Moreover, the practical implications of the paper can benefit the world of business to embrace the concept of internal marketing to enhance the competitive edge through employees, a major asset of organizations.

scholarly journals Methods of assessing the quality of services: comparative analysis

2016 ◽  
Vol 4 (3) ◽  
pp. 374-382
Author(s):  
Н Ватолкина ◽  
N Vatolkina
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Evaluation ◽  
Quality Of Services ◽  
Methods Development ◽  
Methods Of Evaluation ◽  
Different Types ◽  
Service Quality Evaluation

The article presents a review of methods for assessing service quality on the basis of author´s classification in accordance with the evaluation subject and the purpose of the method. Author gives brief description of the main groups of methods of evaluation of components of service quality, evaluation of customer experience and evaluation of customer satisfaction; provides their comparative characteristics taking into account the evolutionary nature of the methods development. The author outlines specific features of quality assessment of service quality and makes the conclusion that general methods should be adapted to the services of different types and nature.

scholarly journals PENGARUH KUALITAS PELAYANAN DISTRIBUSI AIR TERHADAP TINGKAT KELUHAN PELANGGAN PDAM TIRTA PAKUAN KOTA BOGOR TAHUN 2015 DAN TAHUN 2016

2018 ◽  
Vol 2 (2) ◽  
pp. 81-87
Author(s):  
R. Poppi Rustanti ◽  
Desty Alfianti
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Sampling Technique ◽  
Statistical Test ◽  
Validity And Reliability ◽  
Customer Complaints ◽  
Indicator Variables

This study aims to identify the quality of service provided by the company, to identify the complaints handling done by the company and to analyze the effect of the service quality of the company on the complaints experienced by the customers of PDAM Tirta Pakuan Bogor City. The method used in this research is quantitative by means of survey research. This research was conducted at PDAM Tirta Pakuan Bogor City, precisely at No. Siliwangi Street. 121 Bogor 16142, West Java. The sampling technique used in this research is nonprobability sampling technique by purposive sampling. Determination of the number of samples by Gay and Diehl (1992) and Kerlinger and Lee (2000). Validity and reliability test was submitted to 30 respondents with Product Moment formula from Pearson and Alpha Cronbach. Quantitative data are presented in the form of frequency tables. The statistical test was performed with SPSS program version 20 with Rank Spearman's correlation test and statistical test of multiple regression analysis. Based on the results of research shows that the service quality of Tirta Pakuan PDAM Kota Bogor is good. This is seen from the results of the distribution of research data showing the attitude of some respondents agree with the services provided by looking at customer complaints data that can be overcome by the company. The results of multiple regression analysis showed that the overall of each of the indicator variables give effect of 19.6% to the level of complaints experienced by customers with the value of r count more than 0.361 with a confidence level of 5% and the value of cronbach alpha greater than 0, 60.

scholarly journals A Study of Service Quality of Banks in Mumbai

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Ranjith P V
Keyword(s):  
Cluster Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Return On Investment ◽  
Customer Relationship ◽  
Customer Profitability ◽  
Efficient Manner ◽  
Different Types

<div><p><em>Service quality improves   customer relationship as far as organizations are concerned. Service quality is about areas like reliability   , empathy, assurance etc which if provided in an efficient manner improves customer profitability and organisation’s return on investment</em></p><p><em>The service given generally helps in retaining customers thereby reducing cost of retention and makes customers happy to deal with the organisation. This is required for all service organisations and it is true for banks also. The aspect of service is vital for institutions dealing with money and so the study focuses on the importance of service in customer.</em></p><p><em>Service quality of different types of banks are studied using tests lime ANOVA and K means cluster analysis to find out the effect on customer satisfaction of different variables and also to find out different customer segments based on their responses. </em></p></div>

scholarly journals Pengaruh Service Quality dan CRM (Customer Relationship Marketing) terhadap Kepuasan Nasabah pada LPD Desa Pakraman Peraupan, Denpasar Utara

Widya Amrita ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 77-85
Author(s):  
Ni Putu Novia Arista Dewi ◽  
Putu Sri Hartati ◽  
Gusti Alit Suputra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship ◽  
Significant Positive Effect ◽  
Customer Complaints ◽  
Customer Relationship Marketing ◽  
Analysis Technique ◽  
The Face ◽  
Positive Effect

In the face of intense competition between financial institutions in the Pakraman Peraupan Village LPD, it is demanded to be able to satisfy its customers by providing good service so as to satisfy customers. The purpose of this study was to determine the effect of service quality and customer relationship management (CRM) on customer satisfaction partially and simultaneously. The sample in this study were 96 respondents from Pakraman Peraupan Village LPD customers with multiple linear regression as the analysis technique used. Based on the research results it can be seen that (1) service quality has a significant positive effect on customer satisfaction, (2) CRM has a significant positive effect on customer satisfaction, and (3) simultaneously service quality and CRM have a significant effect on customer satisfaction. Suggestions that can be given in this research are the LPD Pakraman Peraupan Village, North Denpasar, which is expected to be faster and more responsive in resolving customer complaints, providing training for employees who are still lacking in providing services and providing maximum quality of service and CRM.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah pada PT. BCA Finance Cabang Bukit Tinggi

2019 ◽  
Vol 2 (2) ◽  
pp. 236-247
Author(s):  
Dasep Suryanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Contact ◽  
Customer Complaints ◽  
Service Business ◽  
Physical Evidence ◽  
Analysis Technique ◽  
Banking Business ◽  
Improve Service Quality

Banking business is a service business that is based on the principle of trust so that the quality of service issues is a very decisive factor in the success of businesses managed by the company. The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. BCA Finance Bukittinggi Branch. The sample was taken by researchers as many as 150 respondents who were customers of PT. BCA Finance Bukittinggi Branch, the analysis technique used in the study used Regression analysis. The results of this study indicate that: 1) Service Quality with dimensions of Physical Evidence, Reliability, Responsive Capability, Assurance and Empathy has a positive and significant influence on customer satisfaction. From the results of this study, it was suggested to the management of PT. BCA Finance Bukittinggi Branch to conduct periodic evaluations and research to improve service quality, especially in terms of Physical Evidence and Responsiveness to provide training in direct contact with customers, so as to minimize customer complaints and increase customer satisfaction.  Keywords: Service Quality, Customer Satisfaction

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