scholarly journals An Assessment of Quality of Service Extended by Select Agriclinics and Agribusiness Centres in Union Territory of Puducherry

2021 ◽  
pp. 484-491
Author(s):  
S. Balasoundari ◽  
K. Mahendran ◽  
S. Moghana Lavanya ◽  
Patil Santosh Ganapati
Keyword(s):  
Service Quality ◽  
Expert Advice ◽  
Quality Of Services ◽  
Service Improvement ◽  
Five Dimensions ◽  
Effective Training ◽  
Perceptions And Expectations ◽  
Quality Instrument ◽  
Union Territory

The establishment of Agri clinics and Agribusiness Centers is a Government of India Scheme implemented through NABARD and MANAGE, Hyderabad for promotion of rural entrepreneurship through effective training and handholding of the graduate youth.  Agri-Clinics are intended to provide expert advice and services to farmers on various aspects to improve crop/animal yield and increase farmers’ revenue. This study was conducted to assess the quality of services provided by the Agri clinics and agribusiness centers in the union territory of Puducherry. 90 farmers were personally interviewed using the service quality instrument - SERVQUAL to explore their expectation and perception of service quality provided by the Agri -clinics and agribusiness centers. The results indicated that the level of quality of the services provided by the Agri clinics is not to the expected level of the sample farmers i.e., all perception ratings were lower than their expectation scores. In all five dimensions of service quality, a gap was observed between farmers’ perceptions and expectations: Tangible: -0.93, Reliability: -0.89, Responsiveness: -0.78, Assurance: - 0.58, Empathy: -0.61. The results indicated that much more service improvement activities are needed for improving the service quality. The Agri-clinics need to modernize facilities and equipment to reduce the gap between farmers' perceptions and expectations.

scholarly journals Effect of Dimensions of Service Quality on the Brand Equity in the Fast Food Industry

2016 ◽  
Vol 11 (3) ◽  
pp. 30-46 ◽  
Author(s):  
Majid Esmaeilpour ◽  
Zahra Mohamadi ◽  
Azade Rajabi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Fast Food ◽  
Food Industry ◽  
Structural Equations ◽  
Quality Of Services ◽  
Fast Food Industry ◽  
Statistical Population ◽  
Five Dimensions

AbstractDue to the increasing competition in the industry and service sectors, creating the powerful brands has great importance in these industries. One of the main factors that help to create a powerful brand is investment and improving the quality of services. Nowadays, the competition for improving the quality of services is raised as a key strategic issue for organizations that operate in the services sector. The aim of this research is to investigate how the dimensions of service quality affect the brand equity in the fast food industry. The customers of fast food industry (Restaurant Raphael) in Boushehr constitute the statistical population of this research. Given that the statistical population is unlimited, through sampling 390 questionnaires were distributed, collected and analyzed. For analyzing the data, the structural equations modelling was used by help of the software smart PLS. The results show that the entire dimensions of service quality of model SERVQUAL (tangible factors of services, reliability, responsiveness, assurance and empathy) have a positive and significant impact on the brand equity. It also became clear that among the five dimensions of quality of services, the tangible factors of services have the most impact on the brand equity in the fast food industry. So implementing the programs to enhance the quality of services will have to a very large extent a positive effect on increasing the brand equity in the fast food industry.

scholarly journals Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV)

2018 ◽  
Vol 2 (2) ◽  
pp. 101 ◽  
Author(s):  
Wahyu Oktri Widyarto ◽  
Nugraheni Djamal ◽  
Fauzul Adhim
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Consumer Perceptions ◽  
Quality Of Services ◽  
Level Of Service ◽  
Quality Level ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Potential Gain

This study aims to analyze the level of service quality and prioritize improvements. The method that used in this study is service quality (SERVQUAL) combined with fuzzy concepts to find out the gap between expectations and consumer perceptions through five dimensions namely tangible, reliability, responsiveness, assurance, and empathy. Fuzzy concepts are used to present uncertainties over respondents' assessment of subjective questionnaires. To determine the priority of improvement, used the Customer Value Index Potential Gains (IPGCV) method. Based on processing data results by using fuzzy-servqual method, it is known that the Tangible dimension has a gap of -0.13, the Reliability dimension has a gap of -0.13, the Responsive dimension has a gap of -0.14, the dimension of Assurance has a gap of -0.12, Empathy dimension has a gap of -0.11. The negative value on fuzzy-servqual assessment can be interpreted that the overall service has not met customer expectations. Achievement of the quality level is equal to 0.8606 which is indicates the quality of services still need improvement because the level of service quality is less than 1 (Q <1). Based on calculation using the PGCV Index, it is known that services which have the highest priority are employees who have adequate support from their institutions so that they can carry out their duties properl

scholarly journals On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services

2021 ◽  
Vol 13 (9) ◽  
pp. 33
Author(s):  
Ashraf A’aqoulah ◽  
Raghib Abu Saris ◽  
Omar B. Da’ar
Keyword(s):  
Service Quality ◽  
Quantitative Methods ◽  
Teaching Hospitals ◽  
Quality Of Services ◽  
Hospital Services ◽  
Cross Sectional ◽  
Highly Educated ◽  
And Gender ◽  
Perceptions And Expectations

Minimizing the gap and ensuring agreement between patients&rsquo; perceptions and expectations is an indication of a better quality of hospital services. This study aimed to examine the agreement between patients&rsquo; perceptions and expectations of the quality of hospital services. A cross-sectional design was adopted, and quantitative methods were employed for data collection. The SERVAQUAL tool was used. The sample size was 415 participants. This study was conducted in Jordanian teaching hospitals. The study population was patients who used outpatient clinics in these hospitals. The study found that there is very low agreement between patients&rsquo; expectation and their perceptions. Overall, the perceived service quality was significantly lower than the expected service quality across all of the dimensions used to measure the service quality gap (reliability, responsiveness, assurance, empathy, and tangibles). The results suggest regional variation, where patients who sought care at hospitals in Amman have a four-fold higher perception of the quality of services than patients who visited Irbid hospitals. Also, patients who are more highly educated (Diploma, Bachelor, or Higher Studies) have a higher perception than patients who have less than secondary education. Age and gender were found to have no significant association with patients&rsquo; perceptions. The findings of this study suggest that there is a gap between patients&rsquo; perceptions and expectations. Thus, there is a need to close this gap by improving patient satisfaction with the quality of services.

scholarly journals Improving public library service quality in local city of Indonesia

2018 ◽  
Vol 154 ◽  
pp. 01047
Author(s):  
Prima Fithri ◽  
Afri Adnan ◽  
Verra Syahmer
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Public Library ◽  
Quality Of Services ◽  
The West ◽  
Priority Level ◽  
Perceptions And Expectations ◽  
Air Circulation ◽  
Qfd Method

The purpose of this study is to investigate the gap between perceptions and expectations of users on the services of West Sumatera Province Library as a public sector and determine the priority level of the requirements for the library in order to improve the quality of services based on the dimensions of the service quality. This was done using Servqual and Quality Function Deployment (QFD) method. It was found that, from overall attributes, only one attribute fulfills users’ expectations (it has a positive gap), tangibles element for the attribute of cool air circulation. The ranking of the gap, for all dimensions, is the dimension of responsiveness, assurance, empathy, tangibles and reliability. It indicates that users’s expectations were not being fulfilled yet. The main benefit of this research is to understand user’s perceptions and expectations towards the services provided and to obtain the improvement priority to be taken by the West Sumatera Province Library.

scholarly journals Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation

2020 ◽  
Author(s):  
Dian Agnesa Sembiring ◽  
◽  
Atik Nurwahyuni ◽  
Wahyu Sulistiadi ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Test Reliability ◽  
Quality Of Services ◽  
Test Results ◽  
Five Dimensions ◽  
Before And After ◽  
Patient Service ◽  
Better Than ◽  
Urgent Action

ABSTRACT Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially inpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and after the COVID-19 pandemic in installation of Siloam hospital TB Simatupang installation. Subjects and Method: This was a descriptive observational study conducted at Siloam Hospitals TB Simatupang from September 2020. A sample of 88 patients was selected by purposive sampling. The data was collected by questionnaire. The operationalization of this research variable is service quality, which is measured from five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data analysis used a series of tests such as validity test, reliability test, descriptive statistics and independent sample T-test. Results: During the COVID-19 pandemic, patients had a better perception than before the COVID-19 pandemic, it can be seen from service quality (Mean= 4.11), while during the COVID-19 pandemic (Mean= 4.250). Conclusion: Quality of services provided in outpatient installations during the COVID-19 pandemic is better than before the COVID-19. Keywords: service quality, COVID-19, outpatient Correspondence: Dian Agnesa Sembiring. Magister Program in Hospital Administration. Faculty of Public Health, University of Indonesia, Depok, West Java. Email: [email protected] DOI: https://doi.org/10.26911/the7thicph.04.23

scholarly journals QUALITY OF SERVICE AND HOMESTAY CUSTOMER SATISFACTION USING THE SERVQUAL MODEL

2021 ◽  
Vol 3 (7) ◽  
pp. 59-74
Author(s):  
Najwa Karmila Othman ◽  
Nor Aishah Buang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Early Stage ◽  
Quality Characteristics ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Tourism Services ◽  
The Relationship

The homestay industry is part of the tourism services industry. It is important for homestay operators to provide services that can meet the needs and satisfaction of customers. However, there are some problems related to the quality of services provided by homestay operators that affect customer satisfaction. Problems arise due to a lack of knowledge of the dimensions that can be used to provide quality services. There are five dimensions of the SERVQUAL model that are associated with service quality characteristics and are able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance. This study was conducted with the aim of finding out the relationship between the five dimensions of SERVQUAL service quality with homestay customer satisfaction and identifying the dimensions that most affect customer satisfaction. This study uses quantitative methods and distributed a total of 384 questionnaires to respondents who are local tourists staying at the Hulu Selangor homestay. The results of the study found that the dimensions of tangible, empathy, responsiveness, reliability, and assurance have a positive relationship to customer satisfaction. There are two main dimensions that most affect the satisfaction of homestay customers, namely reliability and assurance. This customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable to get help when needed. Homestay's that provide services efficiently without any errors from the early stage is also able to affect the level of customer satisfaction. Each homestay operator who are concerned with five dimensions and implement them in homestay services will strive to enhance and maintain the quality of the image as the best homestay.

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals TINGKAT KEPUASAN AUDITI INSPEKTORAT JENDERAL KEMENTERIAN PERTANIAN

2016 ◽  
Vol 23 (2) ◽  
pp. 185
Author(s):  
Evy Fachraini Winniasri
Keyword(s):  
Service Quality ◽  
Internal Control ◽  
Structural Equation ◽  
Quality Model ◽  
Five Dimensions ◽  
Equation Modelling ◽  
Controlling System ◽  
Audit Activity ◽  
Quality Instrument

Level of Auditee Satisfaction is important for the Inspectorate General of the Ministry of Agriculture, in order to identify the weakness of each dimension in delivering internal controlling activity and to determine the performance of internal controlling system in the Ministry of Agriculture. The objectives of this study are to analyze auditee satisfaction of internal control held by Inspectorate, to determine factors influencing auditee satisfaction, and to formulate strategies in increasing auditee satisfaction. Service Quality model was used to measure the perception of vertical institution under the authority of the Ministry of Agriculture on services received from Inspectorate. There were five dimensions that were measured, i.e tangibility, reliability, assurance, responsiveness, and empathy. Data were collected from 193 respondents. The study used Structural Equation Modelling (SEM) and software LISREL for data processing. The result reflected that all variables were significantly correlated to each dimension of Service Quality instrument and significantly influenced auditee satisfaction. Satisfactions were measured through overall satisfaction, the function of internal control related with non audit activity and the quality of audit report. Tangibility was the most significant factor influencing auditee satisfaction.

scholarly journals Evaluasi Kualitas Pelayanan Jasa Kepariwisataan dengan Metode SERVQUAL dan QFD

2018 ◽  
Author(s):  
Didi Junaedi
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Operational Systems ◽  
Number Of Visits ◽  
Tourism Services ◽  
The City ◽  
And Training

Kasepuhan Palace Cirebon tourism services participate to build the economy of the country, especially the city of Cirebon. Therefore, in order to further increase the number of visits, the service quality should be improved. Using SERVQUAL method, can know the perception of service quality kasepuhan palace Cirebon. Measuring the quality of services performed on five dimensions that is tangible, responsiveness, assurance, reliability, and empathy. The results of this study showed that all of the dimensions are still not as expected visitors. Improvement starting from the dimensions of responsiveness that has the smallest SERVQUAL score. QFD can be analyzed using improvement priorities according to customer needs. The most important priority that needs to be adequate hygiene team, demolition charges, as well as the renovation and restoration. Overall it can be proposed for improving services such as: improvement of operational systems, improvements and additions to the facility, the addition of human resources and training. Limitations in this study is only the first phase HOQ.

Measuring Higher Education Service Quality During COVID-19 Pandemic in China using a SERVQUAL Method

2021 ◽  
Vol 39 (10) ◽  
Author(s):  
Lijun Li ◽  
Sin Yin Teh
Keyword(s):  
Service Quality ◽  
Student Perceptions ◽  
Online Teaching ◽  
Teaching And Learning ◽  
Gap Analysis ◽  
Self Report ◽  
Five Dimensions ◽  
Education Service ◽  
Perceptions And Expectations

There has been an emergency teaching and learning paradigm shift in China universities due to the closure of many higher educational institutions due to COVID-19. This study examines the education service quality during the pandemic. Five dimensions of SERVQUAL have been studied, namely tangible, dependability, responsiveness, assurance and empathy. Using a simple random sampling method, self-report questionnaires were distributed to undergraduate students from the Tianfu College of Southwestern University of Finance and Economics (SWUFE), who participated in this study. This resulted in 373 usable questionnaires. In all five dimensions of service quality, a gap was observed between students’ perceptions and expectations, and are listed in ascending order as follows: tangible: -0.073, assurance: 0.015, empathy: 0.050, responsiveness: 0.052, and reliability: 0.056. The gap analysis between service quality perceptions and expectations showed that all scores for perceptions were higher than expected, except for the tangible dimension. Nevertheless, the negative gap is small and negligible. This finding indicates that the service quality of tangible dimension could be slightly improved. Specifically, the university must upgrade facilities and equipment to improve the fluency of the teaching network, and skills of teachers should be improved to advance their teaching methods, in order to support online teaching and learning, which could reduce the gap of service quality of tangible dimension between student perceptions and expectations.

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