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.

Correlating Quality of Experience and Quality of Service for Network Applications

2010 ◽  
pp. 326-351 ◽  
Author(s):  
Mihai Ivanovici ◽  
Razvan Beuran
Keyword(s):  
Quality Of Service ◽  
Video Transmission ◽  
Quality Of Experience ◽  
Point Of View ◽  
File Transfer ◽  
Application Performance ◽  
Network Applications ◽  
Network Application ◽  
The One

There is a significant difference between what a network application experiences as quality at network level, and what the user perceives as quality at application level. From the network point of view, applications require certain delay, bandwidth and packet loss bounds to be met – ideally zero delay and zero loss. However, users should not be directly concerned with network conditions, and furthermore they are usually neither able to measure nor predict them. Users only expect good application performance, i.e., a fast and reliable file transfer, high quality for voice or video transmission, and so on, depending on the application being used. This is true both in wired as well as wireless networks. In order to understand network application behavior, as well as the interaction between the application and the network, one must perform a delicate task – the one of correlating the Quality of Service (QoS), i.e., the degradation induced at network level (as a measure of what the application experiences), with the Quality of Experience (QoE), i.e., the degradation perceived by the user at application level (as a measure of the user-perceived quality) (Ivanovici, 2006). This is done by simultaneously measuring the QoS degradation and the application QoE on an end-to-end basis. These measures must be then correlated by taking into account their temporal relationship. Assessing the correlation between QoE and QoS makes it possible to predict application performance given a known QoS degradation level, and to determine the QoS bounds that are required in order to attain a desired QoE level.

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.

scholarly journals Satisfacción/insatisfacción, resultante al evaluar la calidad del servicio en restaurantes de Saltillo, Coahuila

2019 ◽  
Vol 3 (2) ◽  
pp. 74-84
Author(s):  
Juana María Saucedo Soto ◽  
Alicia Hernández Bonilla ◽  
Juan Bernardo Amezcua Núñez ◽  
Alicia del Socorro De la Peña de León
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Research Work ◽  
Quality Service ◽  
Work Style ◽  
The One ◽  
The City

El objetivo de este trabajo de investigación es medir el grado de satisfacción de los clientes respecto a la calidad del servicio de los restaurantes PyMES en la ciudad de Saltillo Coahuila. Ofrecer servicio de calidad debe ser una filosofía de trabajo, no un estilo de trabajo. La investigación es de carácter descriptivo y exploratorio con una muestra de 342 personas. Se validó instrumento de 22 ítems. Los resultados arrojan que los clientes sienten que se les brinda un servicio de calidad cuando perciben una apariencia pulcra en los empleados, también cuando existe amplia disposición por responder a sus inquietudes y darles adecuada y pronta solución. Se encontró que el constructo más valorado por los clientes es el referente a la fiabilidad. AbstractThe objective of this research work is to measure the degree of customer satisfaction with the quality of service of SME Restaurants in the city of Saltillo Coahuila. Providing quality service should be a work philosophy, not a work style. The research is descriptive and exploratory with a sample of 342 people. 22-item instrument was validated. The results show that customers feel that they are provided with quality service when they perceive a neat appearance in employees, even when there is wide willingness to respond to their concerns and give them adequate and prompt resolution. It was found that the most valued construct by customers is the one related to reliability.

scholarly journals Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano

2020 ◽  
Vol 8 (4) ◽  
pp. 551
Author(s):  
Indah Surya ◽  
A. A. P. Agung Suryawan Wiranatha ◽  
I Wayan Gede Sedana Yoga
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Level Of Service ◽  
Actual Performance ◽  
One Dimensional ◽  
Customer Expectations ◽  
Know How ◽  
The One

Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44. Keywords : Quality of service, customer satisfaction, service quality, kano method.

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 %.

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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 di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

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