scholarly journals Service Quality in Natural Gas Distribution: A Study

2021 ◽  
Vol 29 (04) ◽  
pp. 56-75
Author(s):  
Narpat Asia ◽  
◽  
Pramod Paliwal ◽  
Keyword(s):  
Quality Of Service ◽  
Natural Gas ◽  
Service Quality ◽  
Research Work ◽  
Gas Distribution ◽  
Statistical Tool ◽  
Study Results ◽  
Significant Difference ◽  
Quality Of Service Parameters

Purpose: Using the SERVQUAL model in the Natural Gas Distribution business context, the research paper examines and compares the quality of service parameters of two City Gas Distribution (CGD) companies engaged in Piped Natural Gas (PNG) distribution- one from public and other from the private sector. Research Design/Approach: Mapping of various activities pertaining to domestic (household) PNG service on the SERVQUAL dimensions was undertaken. Based on the mapping, a relevant data collection tool was deployed to collect the data on PNG service quality parameters from the respondents, who were current consumers of these companies. Hypotheses regarding various components of SERVQUAL model were tested towards the comparison of service quality of these companies. Data were analyzed by employing an appropriate statistical tool. Findings: Statistical results reveal a significant difference between the companies in terms of the quality of services offered by them. Interpretation of study results, managerial implications and suggestions have been discussed in the paper. Practical Implications: The study shall help in designing and implementing the quality of service parameters and subsequently devising or revising Service Level Agreements (SLA) for the domestic PNG customers of CGD companies. Originality/Value: Not much relevant research work on service quality issues has been undertaken in the CGD Sector in general and in the domestic Piped Natural Gas (PNG) sub-sector in particular. One of the outcomes of the study is also the mapping of various activities pertaining to domestic PNG service on the SERVQUAL dimensions.

Simulation and Emulation Tools for Fog Computing

2020 ◽  
Vol 13 ◽  
Author(s):  
Simar Preet Singh ◽  
Rajesh Kumar ◽  
Anju Sharma ◽  
S. Raji Reddy ◽  
Priyanka Vashisht
Keyword(s):  
Quality Of Service ◽  
Programming Languages ◽  
Traffic Management ◽  
Fog Computing ◽  
Research Work ◽  
Research Experience ◽  
Computing Paradigm ◽  
Quality Of Service Parameters ◽  
User Friendly

Background: Fog computing paradigm has recently emerged and gained higher attention in present era of Internet of Things. The growth of large number of devices all around, leads to the situation of flow of packets everywhere on the Internet. To overcome this situation and to provide computations at network edge, fog computing is the need of present time that enhances traffic management and avoids critical situations of jam, congestion etc. Methods: For research purposes, there are many methods to implement the scenarios of fog computing i.e. real-time implementation, implementation using emulators, implementation using simulators etc. The present study aims to describe the various simulation and emulation tools for implementing fog computing scenarios. Results: Review shows that iFogSim is the simulator that most of the researchers use in their research work. Among emulators, EmuFog is being used at higher pace than other available emulators. This might be due to ease of implementation and user-friendly nature of these tools and language these tools are based upon. The use of such tools enhance better research experience and leads to improved quality of service parameters (like bandwidth, network, security etc.). Conclusion: There are many fog computing simulators/emulators based on many different platforms that uses different programming languages. The paper concludes that the two main simulation and emulation tools in the area of fog computing are iFogSim and EmuFog. Accessibility of these simulation/emulation tools enhance better research experience and leads to improved quality of service parameters along with the ease of their usage.

Predicting Patient Loyalty and Service Quality Relationship: A Case Study of Civil Hospital, Ahmedabad, India

2008 ◽  
Vol 12 (4) ◽  
pp. 45-55 ◽  
Author(s):  
Hardeep Chahal
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Research Work ◽  
Relationship Management ◽  
Total Quality ◽  
Civil Hospital ◽  
Patient Loyalty ◽  
Significant Difference

Purpose: In an era of heightened competition to sustain patient loyalty, quality of interpersonal experiences with the staff, operational quality of hospital operations and overall satisfaction and quality of the healthcare services, in general are to be understood in-depth in both public as well as private organisations. The concept of service quality has led to the growing research on various concepts such as total quality management, market orientation, learning orientation, strategic orientation along with invigorating focus on the customer loyalty and relationship management. The outcomes of service quality (customer relationship management and loyalty), end means for the organisational success, are most significant performance measurement tools in the present competitive market. The present study is an effort in this regard to identify the factors in sustaining customer longevity. Till today few studies in the developing settings were conducted to understand the types of relationship that exists between patient-loyalty and service quality. This study analyses the suitability of customer loyalty concept in the government hospitals through using a case study of one of the biggest hospitals operating in India. Methodology and Tools Applied: The research work is the case study of Civil Hospital Ahmedabad. The data is collected from 205 indoor patients of four departments namely general medicine, orthopedic, pediatrics, obstetric and gynecology. Inter and intra relationship among the measures of service quality and patient loyalty were analysed by using relevant statistical tools to draw out inferences. Findings: Among the three patient loyalty components, using provider again for the same services is found to be more significant followed by using provider again for different services and recommending providers to others in relation to overall service quality as dependent variable, and beta values are figured out as 0.15, 0.12 and 0.09 respectively The 35% R Square value for the model service quality – patient loyalty model indicate weak predictive power of this model. However at the same juncture the study found that no significant difference in the patients' perceptions with respect to patient loyalty and quality and per se, may be concluded that both are identical measures. Alternatively the more satisfied the patients are with the quality of their interactions with staff, the more likely they are going to take treatments for similar and different medical problems and would recommend the provider to their relatives and friends.

scholarly journals Service Quality and Its Role in Upselling/Cross-Selling

2019 ◽  
Vol 9 (1) ◽  
pp. 1502-1509
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Sector ◽  
Telecommunications Industry ◽  
Assessment Tools ◽  
Quality Literature ◽  
Significant Difference ◽  
Service Areas ◽  
Telecom Service

At this point, we are quite sure that we have understood the value of this idea if Servqual as well as in market research. It is expected that the contextual research shared in this article will provide you with a practical understanding of the use of this idea in the exam. Cross selling and up selling from the bottom up are one of the most used distinctive features in the marketing technique of any organization.SERVPERF and SERVQUAL are two service quality assessment tools that are commonly used in the assessment of quality of service in different service areas, for example, banking, hospital, tourism, insurance and so forth. In any case, quality literature of the service shows that there is a significant difference in the principle of estimation of the quality of service in these two matrices, and in addition, results using these two matrices actually do not require coordination.Therefore, the quality of service is rich in literary models, hypotheses and criticisms, the way dynamic research has progressed in the last two decades. The recognized issue in this research is this: Do both of these metrics agree in their results or there is a significant difference in their results for a given telecom service sector. The exam extracts between the results of these two metrics, and how to improve the service quality and service performance in the telecommunications industry, while examining the possibility of suggesting tips and suggestions based on a consolidated outcome.

Using SERVIQUAL to investigate the quality of provided wireless communication services in UAE

2020 ◽  
Vol 12 (1) ◽  
pp. 109-132
Author(s):  
Wisam Abu Jadayil ◽  
Mwafak Shakoor ◽  
Adnan Bashir ◽  
Hamza Selmi ◽  
Mohamed Rafik N.N. Qureshi
Keyword(s):  
Service Quality ◽  
Age Groups ◽  
Quality Level ◽  
Content Type ◽  
Five Dimensions ◽  
Critical Dimensions ◽  
Study Results ◽  
Significant Difference ◽  
Wireless Telecommunication

Purpose The purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE. Design/methodology/approach This study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups. Findings The results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality. Research limitations/implications The research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study. Practical implications This research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty. Originality/value This study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.

scholarly journals Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah Bank Syariah

Al-Buhuts ◽  
2016 ◽  
Vol 12 (1) ◽  
pp. 39-59
Author(s):  
Mustofa Mustofa
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Influence Factors ◽  
Corporate Image ◽  
Small Populations ◽  
Islamic Banks ◽  
Complaint Handling ◽  
Study Results

The purpose of this study are: (1) To determine and analyze the influence of service quality, complaint handling, and corporate image partially on customer loyalty. (2) To determine and analyze the influence factors of service quality, complaint handling, and image simultaneously on customer loyalty. This study is a survey, the research done on large or small populations. The population of this research is all bank customers Muamalat branch Gorontalo and customers as sample of 100 people. Technical analysis of data using multiple regression using SPSS 22.0.The study results showed that the quality of service and complaint handling significant effect on customer loyalty, while the image of the company has no significant effect on customer loyalty. As for quality of service, complaint handling and image simultaneously significant effect on customer loyalty of Islamic banks in Gorontalo.

scholarly journals Quality of Service of New Generation Banks in Vellore District

2019 ◽  
Vol 8 (4) ◽  
pp. 1153-1155
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Improve Quality ◽  
Banking Services ◽  
Delivery Modes ◽  
Significant Difference ◽  
New Generation ◽  
Day By Day

Service quality is emerged as an important aspect of banks as competition is increasing day by day. To be competent enough, banks in general and new generation banks particular, they have to improve their service quality and its delivery modes to customers and it is also essential for long-term banking operations. The findings reveal that significant difference exits between quality of service of new generation banks and profile of customers. The quality of service of new generation banks is moderately, positively and significantly related with satisfaction of customers. To improve quality of service, new generation banks must ensure accuracy of transactions and easy accessibility to customers. Employees should solve problems in banking services and provide right services timely as customers anticipated.

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 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 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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