ONLINE SHOPPING PREFERENCES OF POLISH AND CHINESE CONSUMER – COMPARATIVE ANALYSIS

2020 ◽  
Vol 21 (2) ◽  
pp. 219-234
Author(s):  
Martyna Kostrzewska ◽  
Daria Emilia Wrukowska
Keyword(s):  
Present Author ◽  
Online Shopping ◽  
Services Quality ◽  
Online Services ◽  
Customer Expectations ◽  
Level Of Satisfaction ◽  
Chinese Consumer ◽  
Actual Degree ◽  
Key Aspects

The purpose of this paper is to evaluate the level of satisfaction of e-service customers from Poland and China through identification of gaps between customer expectations and the degree to which such expectations are met by providers of online services. Towards this end the E-Servqual method was employed, which enabled the measurement of customer expectations as to the quality of key aspects of online services relative to the actual degree to which customer expectations were met. This survey shows how respondents perceive the quality of online services and their preferences in this respect. Based on the seven dimensions of the E-Servqual scale, i.e. contact, efficiency, reliability, fulfilment, privacy, responsiveness, compensation, the present author proposed her own measures of e-services quality.

scholarly journals Pengaruh Kualitas Pelayanan Administrasi Akademik Terhadap Kepuasan Mahasiswa Politeknik Negeri Bandung

2018 ◽  
Vol 4 (1) ◽  
pp. 40
Author(s):  
Maya Setiawardani
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Education Institution ◽  
Service Needs ◽  
Academic Administration ◽  
Customer Expectations ◽  
Level Of Satisfaction ◽  
Excellent Service

Service is an effort made to the customer to meet customer expectations. While the quality of service as an effort to meet the needs and desires of consumers and the accuracy of delivery in counterbalance consumer expectations. Bandung State Polytechnic is a vocational education institution that prepares its graduates ready to work. In achieving these objectives, it should be supported by the service of academic administration of quality to the needs and desires of students fulfilled. This study aims to illustrate how the quality of academic services according to student perceptions, describes the level of satisfaction of students, and whether there is a positive and significant influence between the quality of academic administration services there is student satisfaction. The results of this study found that the overall quality of academic administration services have been good, and student satisfaction is also good. The quality of academic administration services has a positive and significant impact on student satisfaction. Nevertheless, the quality of service still needs to be improved again such as hospitality and discipline officers, the availability of flow/chart of each service and availability of LCD projector. In addition, the overall quality of service needs to be improved again into excellent service.  Layanan adalah upaya yang dilakukan kepada pelanggan untuk memenuhi harapan pelanggan. Sedangkan kualitas layanan sebagai upaya untuk memenuhi kebutuhan dan keinginan konsumen dan ketepatan pengiriman dalam mengimbangi harapan konsumen. Politeknik Negeri Bandung adalah lembaga pendidikan kejuruan yang mempersiapkan lulusannya siap bekerja. Dalam mencapai tujuan ini, harus didukung oleh layanan administrasi akademik yang berkualitas terhadap kebutuhan dan keinginan siswa yang terpenuhi. Penelitian ini bertujuan untuk menggambarkan bagaimana kualitas layanan akademik menurut persepsi siswa, menggambarkan tingkat kepuasan siswa, dan apakah ada pengaruh positif dan signifikan antara kualitas layanan administrasi akademik ada kepuasan siswa. Hasil penelitian ini menemukan bahwa secara keseluruhan kualitas layanan administrasi akademik sudah baik, dan kepuasan siswa juga baik. Kualitas layanan administrasi akademik memiliki dampak positif dan signifikan terhadap kepuasan siswa. Namun demikian, kualitas layanan masih perlu ditingkatkan lagi seperti petugas perhotelan dan disiplin, ketersediaan aliran/grafik dari masing-masing layanan dan ketersediaan proyektor LCD. Selain itu, kualitas layanan secara keseluruhan perlu ditingkatkan lagi menjadi layanan yang sangat baik.

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 Choosing a Web Service for Creating a Digital Educational Event

2021 ◽  
pp. 34-43
Author(s):  
A. B Neuzorava ◽  
N. S. Goroshko
Keyword(s):  
Web Service ◽  
Rapid Test ◽  
Educational Resource ◽  
Online Surveys ◽  
Online Services ◽  
Educational Activities ◽  
Survey Form ◽  
Level Of Satisfaction

The analysis of features and usability of online services of four platforms Simpoll, Survio, Mentometer and Google Forms that can be taken into account by teachers when choosing them for creating an educational resource. The most significant differences between these services and the factors that contribute to the rapid content filling of online surveys for any educational activities, taking into account their features, are identified. The main features of each of the presented services are described. The paper presents the results of designing a digital event using an open survey form on the example of an ecological and mathematical interactive rapid test for students of all forms and types of education. The survey on the quality of the event showed a high 85% level of satisfaction and interest of respondents in this testing format.

scholarly journals Pengaruh Kualitas Pelayanan Administrasi Akademik Terhadap Kepuasan Mahasiswa Politeknik Negeri Bandung

2018 ◽  
Vol 4 (1) ◽  
pp. 40-56
Author(s):  
Maya Setiawardani
Keyword(s):  
Quality Of Service ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Education Institution ◽  
Service Needs ◽  
Academic Administration ◽  
Customer Expectations ◽  
Level Of Satisfaction ◽  
Excellent Service

Service is an effort made to the customer to meet customer expectations. While the quality of service as an effort to meet the needs and desires of consumers and the accuracy of delivery in counterbalance consumer expectations. Bandung State Polytechnic is a vocational education institution that prepares its graduates ready to work. In achieving these objectives, it should be supported by the service of academic administration of quality to the needs and desires of students fulfilled. This study aims to illustrate how the quality of academic services according to student perceptions, describes the level of satisfaction of students, and whether there is a positive and significant influence between the quality of academic administration services there is student satisfaction. The results of this study found that the overall quality of academic administration services have been good, and student satisfaction is also good. The quality of academic administration services has a positive and significant impact on student satisfaction. Nevertheless, the quality of service still needs to be improved again such as hospitality and discipline officers, the availability of flow/chart of each service and availability of LCD projector. In addition, the overall quality of service needs to be improved again into excellent service.

scholarly journals Experience and Expectation of International Students: Over Barclays Bank, Service Quality in Chester, UK

2018 ◽  
Vol 6 (10) ◽  
Author(s):  
Ms Joyce Yeoward ◽  
Mr Prapul Kumar Ashwathnarayana
Keyword(s):  
International Students ◽  
Banking Sector ◽  
Gap Analysis ◽  
Service Industry ◽  
Services Quality ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
Business Market ◽  
Positive Score

In the 21stcentury service industry has grabbed and changed the phenomenal look of the business market, as service is an endless endeavor of any product, which is delivered as soon the product is launched in the market, and people are more depended on services, which has become an essential needs for them. When service is delivered to the customer the services providers’ has to maintain the quality of services, which might be beyond the expectation of the consumers, which will lead in a better level of satisfaction and elevate the organizations reputation. In the banking sector the main expectation of the customers is assurance, reliability, responsiveness taken by the bank, if the consumers are pleased by the services, then the bank accomplishes the purpose of satisfying the customer and delivering all their needs. In this research the researcher has considered the aspects of satisfying the expectations of customer, through the values of services quality and to understand the gap between experience and expectation by adopting SERVQUAL model and gap analysis, these helped the researcher to showcase the services quality provided by the Barclays bank Chester to the international students. By adopting the above model the researcher has conferred that the services provided by the Barclays bank has tried to satisfy the customer and the overall gap of expectation and satisfaction has showed positive score of (+ 2.26) this also describes that by providing more better and quality services, the customer satisfaction score can be improved. This also can be observed in future by carrying out other research programs on the same topic on larger demographic or international scale.

scholarly journals THE MEASURMENT OF THE PERCEPTION OF CUSTOMERS TOWARDS INTERNET BANKING SERVICES IN RAMANATHAPURAM DISTRICT

2019 ◽  
pp. 1-5
Author(s):  
Mrs. P. Sountharya ◽  
G. Karunanithi
Keyword(s):  
Customer Service ◽  
Services Quality ◽  
Secondary Data ◽  
Sampling Technique ◽  
Internet Banking ◽  
Banking Services ◽  
Level Of Satisfaction ◽  
Customer Services ◽  
Internet Banking Services

Customers are the most important assets of any business. The success and failure of any business depends upon how far they satisfy the expectation of their customers. The increase in volume of customers automatically lead to deterioration in quality of customer services. Banks are an important social organization rendering valuable nancial services to its customers. Realizing the importance of customer service in banks, recommendations are made by various committees to improve the services quality of banks. The nationalization of major commercial banks led to 'Mass banking' which in turn increased the volume of customers. In the present study primary and secondary data have been used. In the study convenient random sampling technique has been adopted for selecting a sample of 225 respondents who have used internet banking in Ramanathapuram district in selected banks through questionnaire. The present study focuses on components used for measuring the satisfaction of the respondents towards internet banking, level of satisfaction towards banking products and services and problems faced by the respondents in internet banking It is clear from that responsiveness (Promptness with which employees willing to serve) is a factor which is considered for measuring the perception of the respondents towards internet banking followed by courteous service (Individual attention and make them feel as special).

scholarly journals SERVICE QUALITY ANALYSIS OF ARGO PARAHYANGAN TRAIN AS A TOOL FOR IMPROVING THE SERVICE

2018 ◽  
Author(s):  
Rorim Panday
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Services Quality ◽  
Descriptive Analysis ◽  
Quality Analysis ◽  
Passenger Satisfaction ◽  
Level Of Satisfaction ◽  
Train Services ◽  
Level Of Importance

Argo Parahyangan train is executive train for Jakarta-Bandung route, can be reached in 3 hours, with comfortable sitting in air condition compartment. This train becomes a favorite by executives. But the service of Argo Parahyangan is through decrease in quality of service. It can be known, because heard many complain about the service. This research is done by related to the variables of service quality at the train. Services quality cover three area that are service at ticket window, service at station and service in compartment. 18 variables have just identified. By 100 respondents’s passenger as randomly, it got data using questionnaire. The opinion related to level of importance variables and level of service quality variables. In analyzing the data used multi variate method and descriptive analysis. The result as follow : (1) The quality of service is in range badly to good enough, (2)The quality of service is not meet the passenger expectation, (3) The level of passenger satisfaction (average ) is 70,90 %, and (4) Only 4 variables that significant influence to level of satisfaction, are : X1 - Accurateness of time travel, X3 - Service at ticket window, X11- Temperature in compartment, X12- Cleanness in compartment.

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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