scholarly journals Assessment of Quality of Service of Mobile Network Operators in Akure

2019 ◽  
Vol 10 (3) ◽  
pp. 118
Author(s):  
Obe Olumide Olayinka ◽  
Sangodoyin Oluranti Olukemi ◽  
Otti Chukwuemeka
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Mobile Network ◽  
Base Stations ◽  
Survey Questionnaire ◽  
Test Technique ◽  
Level Of Satisfaction ◽  
The One ◽  
Mobile Network Operators

This study assessed and compared the Quality of Service provided by the four major Mobile Network Operators(MNOs) in Akure, Nigeria as well as assessed their level of compliance with Nigerian Communications Commission standard. The study also examined the level of customer satisfaction on the services delivered by the MNOs. The effect of Quality of Service on the satisfaction of the customers of the MNOs was also investigated in this study.Primary data was collected in this study using both the drive test and survey questionnaire techniques. The drive test technique was used to collect data on the Quality of Service provided by the MNOs while the survey questionnaire was used to collect data on customer satisfaction from 527 respondents.Descriptive statistics was used to assess the level of Quality of Service provided and also to examine the level of customer satisfaction. The one-way ANOVA was adopted to compare the Quality of Service provided among the MNOs while Regression analysis was used to examine the effect of Quality of Service on customer satisfaction.The study revealed that the Quality of Service of the Mobile Network Operators in Akure differed significantly (P<0.05). It also revealed a moderate level of satisfaction among the customers. Though the Quality of Service provided by the Mobile Network Operators was found not to meet Nigerian Communications Commission standard for most of the key performance indicators, MTN was found to be the best. The study also revealed that the effect of Quality of Service on the satisfaction of customers is insignificant. The study recommended that the Mobile Network Operators should build more base stations as this would help reduce coverage gaps and blind spots and ultimately increase their network coverage.

scholarly journals Functional Quality of Service During Events: An Empirical Analysis

2021 ◽  
Vol 7 (1) ◽  
pp. 237-248
Author(s):  
Julia Lamberz ◽  
Thorsten Litfin
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Online Survey ◽  
Primary Data ◽  
Creative Commons ◽  
Functional Quality ◽  
Level Of Satisfaction ◽  
The One ◽  
High Level

Visitors to events attach great importance to the range of artists and their performances and the quality of their stay and services. To create a staging and, consequently, an emotionalization of the visitor, many action areas simultaneously take effect at an event. In this context, the customer satisfaction of visitors plays a major role for event organizers, which aims to generate a competitive advantage over other providers and be attractive for artists simultaneously. This article aims to analyse the perceived functional quality of service (QoS) during various events in a multi-purpose event venue. The analysis was based on 563 primary data samples. On the off chance, selected visitors were during the events recruited and interviewed using a standardized questionnaire. The data were collected during the break of five events. These events took place in the period from mid-November to mid-December 2019. This was supplemented by an online survey of enthusiastic fan club visitors who regularly watch handball matches within the event venue. The online survey was conducted in parallel with the surveys during November 2019. Overall, the results showed a high level of satisfaction among visitors regarding the QoS. In addition to services, exploratory factor analysis identified cleanliness as a satisfaction factor that significantly accounted for overall service satisfaction. Differences in the perception of both factors could be detected between the fan club visitors on the one hand and all other visitors of various events (comedy, music, sports) on the other. Based upon the results of this analysis, the event managers of this venue are enabled to employ target group-oriented improvements of individual services to consolidate and increase customer satisfaction. This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Pengaruh Diferensiasi Produk Dan Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan (Studi Kasus Di Restoran Roast Chicken & Pizza Meteran)

2020 ◽  
Vol 4 (1) ◽  
pp. 022-027
Author(s):  
Saefudin Zuhdi ◽  
Selvy Irawanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Product Differentiation ◽  
Sampling Method ◽  
Correlation Coefficients ◽  
Sampling Technique ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Level Of Satisfaction

Product differentiation is an attempt to design a set of distinguishing or physical product attributes to differentiate the company's products with the competing products. Quality of service is a measure of the extent to which a service can be provided to meet customer expectations. Both of these variables significantly affect the level of customer satisfaction. The population used in this study is Roast Chicken & Pizza Meter, a dine-in restaurant during July 2014 - August 2014, amounting to 1,440 customers. The sample chosen for this study was 100 respondents and purposive sampling method is chosen as sampling technique. Data are collected by means of questionnaires. And the analysis techniques used are regression and correlation coefficients. The results of the analysis using SPSS version 20 show that: (1). Product differentiation positively affecting the level of customer satisfaction. Regression coefficients results indicate the quality of service (X2 = 1.047) became the biggest factors affecting the level of satisfaction of subscribers, while product differentiation (X1 = 0.992) to the lowest factor affecting customer satisfaction. (2) Correlation and Determination-Test showed that R = 0,998a are positive. This means that any increase in the variable x changes cause an increase in the variable Y. R2 (R Square) = 0.996 variables X1 and X2 affect Y by 99.6% less than 0.4% of the other variables were not examined.

scholarly journals Upaya Mengelola Kepuasan Nasabah Melalui Dimensi Kualitas Pelayanan (Studi Kasus Pada Nasabah Bank Tabungan Negara Cabang Pekanbaru)

2017 ◽  
Vol 3 (1) ◽  
pp. 31-35
Author(s):  
ZULIA KHAIRANI
Keyword(s):  
Information Technology ◽  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Technique ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
Physical Form ◽  
Wide Range ◽  
Banking Business

Service quality is very important in the banking business. In addition to offering a wide range of products, improvements in terms of information technology, physical services, and non-physical services intended to improve the quality of service. To measure the level of satisfaction is necessary to know the extent to which the quality of services provided are able to create customer satisfaction. This study aims to analized how much influence the quality of service  to  customer satisfaction BTN  Bank  Branch  Pekanbaru. After  learning  literature review, an understanding of the influence of the physical form (tangibles), reliability (reliability), assurance (assurance), responsiveness (responsiveness), and awareness (empathy) with the variables that influence can be seen as a base strategy for development customer satisfaction.The sample in this study was 100 customers of Bank BTN Pekanbaru randomized using a sampling technique accidental sampling.Statistical analysis showed that the tangibles, reliability, responsiveness, and empathy partially and simultaneously positive and significant impact on customer satisfaction Bank BTN Pekanbaru.   Keywords: Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance, and Empathy

Regulatory Compliance, Ethical Behaviour, and Sustainable Growth in Nigeria's Telecommunications Industry

2018 ◽  
pp. 90-108
Author(s):  
Benjamin Enahoro Assay
Keyword(s):  
Quality Of Service ◽  
Mobile Network ◽  
Telecommunications Industry ◽  
Regulatory Compliance ◽  
Poor Quality ◽  
Sustainable Growth ◽  
Ethical Behaviour ◽  
Business Practices ◽  
Mobile Network Operators

This chapter examines regulatory compliance, ethical behaviour and sustainable growth in Nigeria's telecommunications industry. It provides perspectives on the vexed issues of poor quality of service (QoS) that seems to have defied all practical solutions, unsolicited messages and the fleecing of subscribers by the mobile network operators, and other unfair business practices pervading the industry. The chapter wades through the controversy surrounding regulations and sanctions, and condemns the flagrant disregard for industry regulations by the mobile network operators whose actions are propelled by the runaway profit, which currently drives the stiff competition in the telecommunications industry. Based on the issues and problems articulated in this work, the chapter recommended among others, that the regulator should continue to engage the mobile network operators and other stakeholders in a robust dialogue aimed at finding lasting solution to the challenges impeding the growth of the telecommunications industry in Nigeria.

scholarly journals Patients’ Level of Satisfaction from Pharmaceutical Services Provided by Private Pharmacies Using the SERVQUAL Model Analysis

2020 ◽  
Vol 11 (3) ◽  
pp. 3773-3779
Author(s):  
Pinasti Utami ◽  
Ghozali MT ◽  
Ingenida Hadning ◽  
Firdhanita Liz Syafani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Professional Services ◽  
Pharmaceutical Services ◽  
Healthcare Organizations ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Strategic Goals

Customer satisfaction is an essential aspect of quality of service. In healthcare, customer satisfaction, also known as patient satisfaction is an indicator for measuring the quality of service and how happy the patient is with the professional services received in the industry. This parameter is essential for all healthcare organizations, as it is used for improving service delivery and strategic goals. Therefore, this study aimed to examine the patients’ level of satisfaction regarding professional pharmaceutical services provided by certified pharmacists of 14 private pharmacies in the Kasihan Subdistrict, Bantul Regency, Special Region of Yogyakarta, Indonesia. The nonexperimental descriptive design with a cross-sectional method was employed in this study. It involved 308 participants and was conducted from November 2018 to May 2019. The patients’ level of satisfaction was measured using the Service Quality (SERVQUAL) approach involving five dimensions, namely; reliability, responsiveness, assurance, empathy, and tangibles. The results showed that the patients’ level of satisfaction on the average was satisfactory, at 80.2%. Besides, satisfaction based on reliability was 82.5%, responsiveness was 85.5%, assurance was 85.8%, empathy was 76.3%, while the dimension of tangibles was 70.9%. In conclusion, patients were satisfied on an average, regarding the professional services provided by the staff of certified pharmacies in the region.

scholarly journals Are users’ ratings on Tripadvisor similar to hotel categories in Europe?

2018 ◽  
pp. 305-316 ◽  
Author(s):  
Eva Martin-Fuentes ◽  
Carles Mateu ◽  
César Fernández
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Classification System ◽  
Point Of View ◽  
European Countries ◽  
The One ◽  
User Ratings ◽  
One Way Anova

European countries do not have the same hotel classification system. Therefore, the criteria and requirements used to assign star ratings to hotels do not concur among the different countries. There have been some criticisms about the way hotel stars are assigned, because the requirements do not necessarily match the quality of service offered. Technical criteria such as infrastructure and room dimensions are taken into account, but users do not perceive them although these have nothing to do with the satisfaction. This study aims to determine whether the hotel category of about 80,000 hotels in 9 different European countries on TripAdvisor is related to customer satisfaction, measured from the point of view of the user ratings on this site. The one-way ANOVA test shows that there are significant differences between the average ratings of the hotel category, except in the classification of 1-star and 2-star hotels from most countries analysed that behave similarly, and 1-star and 3-star hotels from Austria, Greece, Portugal, Spain and UK that are ranked similarly.

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