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.

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.

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

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PLN RAYON KEDIRI KOTA (STUDI KASUS PEMBAYARAN REKENING LISTRIK DI PLN RAYON KEDIRI KOTA)

2019 ◽  
Vol 1 (2) ◽  
pp. 96
Author(s):  
Septiyan Budi Santoso ◽  
Heribertus Budi Santoso ◽  
Ana Komari
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Primary Data ◽  
Customer Complaints ◽  
Work Area

This study aims to determine how high the level of customer satisfaction with the service of PLN Rayon Kediri Kota, to determine the quality of service to customer satisfaction PLN Rayon Kediri Kota, to determine the response of the PLN Kediri Kota in dealing with customer complaints. This research was conducted in the work area of PLN Rayon Kediri Kota. The research time was on March 18, 2017 to March 24, 2017. In writing this thesis, the author uses primary data collection techniques, namely by distributing questionnaires to PLN Rayon Kediri Kota customers who come to the payment counter. and PLN District Kediri City services. Based on the results of the research, the quality of service conducted by PLN District Kediri Kota is sufficient to satisfy its customers, as evidenced by the results of a questionnaire that has been conducted on 100 respondents of PLN Rayon Kediri City.Penelitian ini bertujuan untuk mengetahui seberapa tinggi tingkat kepuasan pelanggan terhadap pelayanan PLN Rayon Kediri Kota, Untuk mengetahui kualitas pelayanan terhadap kepuasan pelanggan PLN Rayon Kediri Kota, Untuk mengetahui respons pihak PLN Kediri Kota dalam menghadapi keluhan pelanggannya. Penelitian ini dilakukan di wilayah kerja PLN Rayon Kediri Kota. Waktu penelitian pada tanggal 18 Maret 2017 sampai dengan 24 Maret 2017. Dalam penulisan skripsi ini, penulis menggunakan teknik pengumpulan data primer yaitu dengan membagikan kuesioner terhadap pelanggan PLN Rayon Kediri Kota yang datang ke loket pembayaran dan pelayanan PLN Rayon Kediri Kota. Berdasarkan hasil penelitian kualitas pelayanan yang dilakukan oleh PLN Rayon Kediri Kota sudah cukup memuaskan pelanggannya terbukti dengan hasil kuesioner yang telah dilakukan terhadap 100 responden PLN Rayon Kediri Kota.

scholarly journals Farmer Preference to High Elevation Rice Technological Packages for Accelerating Technological Dissemination (A case Study in Humbang Hasundutan Regency)

Agro Ekonomi ◽  
2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Setia Sari Girsang ◽  
Agung B Santosa ◽  
Tommy Purba ◽  
Deddy R Siagian ◽  
Khadijah E Ramija
Keyword(s):  
Low Cost ◽  
High Elevation ◽  
Primary Data ◽  
Survey Method ◽  
User Friendliness ◽  
Level Of Satisfaction ◽  
High Level ◽  
Level Of Importance

Accelerating the introduction of a new technological package is needed to increase the productivity of high elevation puddled rice in Humbang Hasundutan. The objectives of the study are to find out the perception of the existence of technological packages and farmers' preference for a new technological package. The study used a survey method with primary data gathered using questionnaires. The criteria of locations and respondents were used to obtain relevant respondents and data concerning their knowledge of high elevation puddled rice cultivation.  The collected data were processed by using Importance Performance Analysis in order to find out the level of Importance and Satisfaction of the indicators and the valued aspects in the technological package components. The results of the study showed that the socio-economic aspects had to be heeded in organizing the technological package. Indicators having a high level of importance and a low level of satisfaction consisted of production cost, quality of seeds, farmer groups empowerment, technology information institution, capital cost, agricultural tools and machines, pest control, sales price, irrigation canals, and farm roads. On the other hand, introducing new superior seeds, productivity attribute and planting age were important indicators for local farmers as to improve the quality of existing seeds. Farmers group expected that the technological package had a high level of productivity, better access to input, low cost, and good user-friendliness in its application.

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 Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pamella Empat Supermarket)

2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Secondary Data ◽  
Total Sample ◽  
Primary Data ◽  
Probability Sample ◽  
Sample Technique

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN, KUALITAS FUNGSIONAL, DAN KUALITAS TEKNIKAL TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA SUZUKI MEDAN JAYA GROUP JL. KATAMSO NO 78 YOGYAKARTA)

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Ulfah Yuliana
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Technical Quality ◽  
Descriptive Research ◽  
A Value ◽  
Functional Quality ◽  
Research Type

This research aims to determine the effect of service quality , functional quality , and technical quality of the service user customer satisfaction Suzuki motorcycle servicing of Medan Jaya Group Yogyakarta. This research is a quantitative study descriptive research type. There are three independent variables , namely the quality of service, functional quality, and technical quality. While the dependent variable is customer satisfaction. The population in this study is customer of Suzuki Medan Jaya Group service motorcycle Katamso Number 78 Yogyakarta. Sample of 100 respondents using accidental sampling approaches. Based on the analysis of data obtained the following results : There is a simultaneous influence between the variables of service quality, functional quality, and technical quality of the service user customer satisfaction of Suzuki motorcycle servicing Medan Jaya Group Yogyakarta, the significant value of 0.000, with a regression equation Y = 0.148 X1 + 0.576 0.251 X2 + X3. There is a significant effect of the variable quality of service to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 2.359 with a significance value of 0.02. There is a significant effect of the variable functional quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 7.772 with a significance value of 0.000 . There is a significant effect of the variable technical quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 3.400 with significant value of 0.001 . Great contribution value of 69.4 % while the remaining 30.6 % is influenced by other factors . The results of the analysis using stepwise method showed that the functional quality dimension (X2) has the most dominant effect on customer satisfaction (Y) with a value of 10,017 t and a significant level of 0.000. Key words : quality of service , functional quality , technical quality and customer satisfaction.

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

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.

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