The Role of Vision, Mission, Objective and Strategic Choice on the Quality of Service Provided to Citizens Jenin Municipality in Palestine

This study aims to investigate the role of vision, mission, objectives and strategic choice on the quality of service provided to citizens Jenin Municipality case study. The survey was administered towards employees of Jenin Municipality. Structural equation modeling (SEM) was employed to inspect both the hypothesis and coefficient relationship between the concepts and their implication. The results of this study revealed that vision, mission, objectives and strategic choice have significant influence on service quality. The importance performance matrix analysis (IPMA) analysis revealed that strategic choice is the most important factor among all other factors in order to measure service quality. In conclusion, administrative suggestions, boundaries and future research guidelines have been considered.

Download Full-text

Destination Management and Imaging Kintamani towards Sustainable Tourism

E-Journal of Tourism ◽

10.24922/eot.v1i2.19418 ◽

1970 ◽

Author(s):

Ni Luh Putu Agustini Karta ◽

I Made Sukarsa ◽

Agung Suryawan Wiranatha

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Supply And Demand ◽

Equation Modeling ◽

Management Service ◽

Quality Image ◽

Tourism Destinations

Kintamani destination has become a forerunner to the development of tourism in Bali. The last few years the brand Kintamani Destinations increasingly unpopular. This study aims to explain the paradigm shift and the role of management Kintamani Destinations in shaping the quality of service, image, satisfaction, and visitor’s loyalty integrated manner affecting the sustainability of tourism. Management acts as a service provider consisting of stakeholders. Research on management aspects (supply side) has been implemented in the first phase qualitatively through depth interview. In stage II, conducted quantitative research on aspects of service quality, image, satisfaction and loyalty of visitors to Kintamani using SEM (Structural Equation Modeling). By accidental sampling questionnaire conducted to 250 tourists who visit Kintamani Destinations. Later in the third stage, verify the relationship of service quality, image, satisfaction, and loyalty to the sustainability of tourism in Kintamani through Focus Group Discussion (FGD). The findings of this research is the paradigm and the role of stakeholders in the destination management affects the quality of services provided in Kintamani. Aspects of quality of service, image, satisfaction significantly affect the loyalty of tourists visiting Kintamani. The four aspects are directly determine the sustainability of tourism in Kintamani. The novelty of this research is both, from the aspect of supply and demand, destination management, service quality, imaging, and satisfaction rating affects loyalty, as well as an integrated manner affecting the sustainability of Kintamani tourism Destinations. These research results bring to all stakeholders that the management of destinations and image dominant influence on the sustainability of Kintamani Tourism Destinations. Thus, these aspects will be the focus of stakeholders in maintaining and developing Kintamani Tourism Destinations. Kintamani Destinations consider as a Tourist Destination Region Lodging (DTWK) with various constraints and limitations. The research on other aspects that critically affect the continuity of Kintamani Tourism Destination needs to be done further.

Download Full-text

Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

International Journal of Social Science and Economics Invention ◽

10.23958/ijssei/vol02-i04/01 ◽

2016 ◽

Vol 2 (04) ◽

Author(s):

Pribanus Wantara

Keyword(s):

Quality Of Service ◽

Structural Equation Modeling ◽

Service Quality ◽

Structural Equation ◽

Perceived Value ◽

Tourism Development ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists

Download Full-text

The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

10.20944/preprints201807.0307.v1 ◽

2018 ◽

Author(s):

Byoungsoo Kim

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Physical Environment ◽

Structural Equation ◽

Switching Costs ◽

Brand Image ◽

Loyalty Programs ◽

Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

Download Full-text

Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourismin Badung Regency

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/06/523 ◽

2018 ◽

Vol 9 (06) ◽

pp. 20800-20810

Author(s):

I NyomanGede Sudiarta ◽

I Wayan Sujana ◽

Anik Yuesti

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Sem Analysis ◽

Equation Modeling ◽

Visitor Satisfaction ◽

Dependent Variables ◽

Strongly Agree ◽

Positive Effect

The development of various facilities and infrastructure as well as efforts to improve the quality of service on Pandawa Beach Ecotourismis always done to attract and give satisfaction to the visitors. This study aims to determine the effect of service quality and promotion on visitor decisions and visitor satisfaction as well as to determine the effect of visitor decisions on visitor satisfaction on Pandawa Beach Ecotourism Badung Regency, Bali Province. The variables in this study consistof two independent and two dependent variables. Independent variables in this study are service quality and promotion, while the dependent variables in this study are the visitor decision and visitor satisfaction. The population in this study is foreign tourists who visit the Pandawa Beach Ecotourism. In this research a non-probability sampling method is used, taking anaccidental sampling approach with asample number of 96 respondents. The type of data used is descriptive and quantitative data expressed in 5-Point Likert Scale ranging from strongly disagree to strongly agree. Methods of data analysis in this study are through descriptive and inferential analysis. Inference analysis uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program.The result of this study indicates that: 1) Quality of service has a positive and significant effect on the visitor decision with coefficient value of 0,528 and t-statistic value of 6,625.2) Promotion has a positive and significant effect on the visitor decision with coefficient value of 0,246and t-statistic value of 2,843. 3) Service quality has a positive effect on visitor satisfaction with coefficient value of 0,415 and t-statistic value of 4,007. 4) Promotion has no effect on visitor satisfaction with coefficient value of 0,069 and t-statistic value of 0,638 which t-statistic value is under critical value of 1,96. 5) Visitor decisions have a positive effect on visitor satisfaction with coefficient value of 0.389 and t-statistics of 4.422.

Download Full-text

Analisis Faktor yang Mempengaruhi Keputusan Pembelian dan Implikasinya pada Minat Beli Ulang

TRIKONOMIKA ◽

10.23969/trikonomika.v12i2.479 ◽

2013 ◽

Vol 12 (2) ◽

pp. 190

Author(s):

Popo Suryana ◽

Eliyandi Sumar Dasuki

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Equation Modeling ◽

Survey Method ◽

Purchase Decision ◽

Store Image ◽

Purchase Decisions ◽

Repurchase Intention

This study aims to obtain empirical evidence about the “Effect of Service Quality and Store Image Purchase Decision And Implications On Repurchase Intention (A Survey On Consumer Motorcycles JG Motor Group in Bandung Region)”. In addition, this study wanted to know how the quality of service, store image, and Yamaha Motorcycles purchasing decisions are the implications on repurchase intention JG Motor Group in Bandung region. The method used was a survey method with a descriptive and explanatory approach. Data collection using questionnaires to a sample of 200 customers. Analysis of data analysis using SEM (Structural Equation Modeling). The results showed that the quality of service, store image was rated by the majority of consumers are already good, so is the customer purchase decision and repurchase intention. Service quality and store image influences purchase decisions either simultaneously or partially, as well as influencing purchase decisions of consumers repurchase intention JG Motor Group in Bandung region.

Download Full-text

Measuring website service quality for Malaysian companies

Social and Management Research Journal ◽

10.24191/smrj.v6i2.5177 ◽

2009 ◽

Vol 6 (2) ◽

pp. 71

Author(s):

Boo Ho Voon ◽

Karen Meng Koon Kueh ◽

Mohd Zawawi Mohd Zafian

Keyword(s):

Service Quality ◽

Structural Equation ◽

Equation Modeling ◽

Future Research ◽

Research Directions ◽

Content Quality ◽

Quality Perceptions ◽

Survey Results ◽

Future Research Directions

A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.

Download Full-text

Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

AFEBI Management and Business Review ◽

10.47312/ambr.v1i01.30 ◽

2017 ◽

Vol 1 (01) ◽

pp. 55

Author(s):

Pribanus Wantara

Keyword(s):

Quality Of Service ◽

Structural Equation Modeling ◽

Service Quality ◽

Structural Equation ◽

Perceived Value ◽

Tourism Development ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists. Keywords: Loyalty, Madura Island, Perceived Value, Satisfaction, Service Quality

Download Full-text

PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2011.v15.i2.229 ◽

2018 ◽

Vol 15 (2) ◽

pp. 210-231

Author(s):

Anindhyta Budiarti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Structural Equation ◽

Equation Modeling ◽

Islamic Banks ◽

Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

Download Full-text

Improving service quality

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-08-2019-0253 ◽

2019 ◽

Vol 37 (3) ◽

pp. 393-410 ◽

Cited By ~ 1

Author(s):

Flevy Lasrado ◽

Munyaradzi Nyadzayo

Keyword(s):

Service Quality ◽

Structural Equation ◽

Methodological Approach ◽

Equation Modeling ◽

Future Research ◽

Total Quality ◽

Content Type ◽

Financial Benefits ◽

Management Commitment

Purpose The purpose of this paper is to examine the mediating role of total quality management (TQM) internalization factors on the relationship between the proposed drivers (internal/external motives) and outcomes (external benefits and financial results). Design/methodology/approach Using a sample of quality managers, this study adopts a two-step methodological approach to explore the key components of TQM internalization via an initial exploratory study followed up with a quantitative study to examine the relationships between the proposed drivers using structural equation modeling. Findings The qualitative study revealed the key components of TQM implementation factors, namely top management commitment, middle management commitment and audits, training and employees’ commitment. The quantitative results show that a positive relationship between external motives and TQM internalization was not supported; yet, the results supported the influence of internal motives on TQM internalization. Further, the results revealed a significant relationship between TQM internalization and internal benefits but not financial benefits. Finally, a strong positive link between internal and financial benefits emerged. Research limitations/implications The study findings are only based on the perceptions of quality managers and future research could test the proposed model using other units of analysis in order to fully capture the role of TQM internalization. Practical implications The findings show that award model adoption is a significant tool for quality improvement in organizations, a procedure that drives both internal and financial benefits. Further, the study points out areas that companies should emphasize in order to successfully implement a quality award model and therefore harvest its potential benefits. Originality/value The paper proposes an empirically tested conceptual framework that examines vital issues concerning the internalization of the TQM approach through award models, thus providing valuable outcomes for decision makers to improve service quality.

Download Full-text

The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

Sustainability ◽

10.3390/su10082636 ◽

2018 ◽

Vol 10 (8) ◽

pp. 2636 ◽

Cited By ~ 2

Author(s):

Byoungsoo Kim

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Physical Environment ◽

Structural Equation ◽

Switching Costs ◽

Brand Image ◽

Loyalty Programs ◽

Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains were empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

Download Full-text