scholarly journals Using Distribution Alliance to Signal the Seller’s Service Quality in Online Retailing Platforms

Complexity ◽  
2021 ◽  
Vol 2021 ◽  
pp. 1-13
Author(s):  
Yufei Yan ◽  
Zuoliang Ye ◽  
Xiaoxiao Gong
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Significant Role ◽  
Market Equilibrium ◽  
Electronic Market ◽  
Online Retailing ◽  
Delivery Service ◽  
Signaling Effect ◽  
High Level

Signal plays a significant role in the online retailing market, especially where the service quality of sellers is unobservable. In the current study, a game-theoretical model was formulated to help examine whether the new delivery service called distribution alliance in the electronic market can serve as a superior signal in revealing online seller’s service quality. Our results showed that the certification accuracy and the application fee are closely related to the signaling effect of the distribution alliance. Specifically, we found a concrete analytical boundary where a certain high level of certification accuracy is required to guarantee the existence of market equilibrium, and a corresponding application fee can convoy the signal’s effectiveness. In addition, the potential extensions and limitations of this research were also discussed.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Analisis Kepuasan Konsumen Dalam Menggunakan Jasa Pengiriman Paket Pos Optima Pada PT. Pos Indonesia (persero) Cabang Pontianak

2013 ◽  
Vol 9 (3) ◽  
pp. 293
Author(s):  
Syarifah Arini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Research to analyze customer satisfaction at optimal postal parcel delivery service at PT Pos Indonesia (Persero) Branch Pontianak. Dimension-imensi examined are reliability, responsiveness, assurance, empathy, and tangibles. This study used survey methods, data collection techniques, namely: observation, interviews, questionnaires, and documentation study. Samples used as many as 100 people by using purposive sampling. analysis using Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service of PT Pos Indonesia (Persero) Branch Pontianak with an average satisfaction level of 3.91 and the value of the average rate of interest of 4.34 dimension of service quality the most satisfied customers is assurance dimension and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Service Quality dan Implikasinya Terhadap Kepuasan Pelanggan

2018 ◽  
Vol 3 (2) ◽  
pp. 13
Author(s):  
Resti Siti Nur Cahyati Hidayat ◽  
Maya Setiawardani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Quadrant Analysis ◽  
Toll Road ◽  
Optimal Service ◽  
Five Dimension ◽  
High Level

The high level of society mobility needs to be supported by adequate infrastructures. Sufficient and adequate toll road infrastructure is able to increase the acceleration of a country's economic and social development through the creation of effectiveness and resulting efficiency. Optimal service delivery can gain customer satisfaction. One approach to measure service quality that many used as a reference is SERVQUAL (Service Quality). There are five dimension on servqual model, that is reliability, assurance, tangible, emphaty and responsiveness. The purpose of this study is to determine the level of customer satisfaction in order to improve the quality of service and to know the service attributes that are prioritized to be maintained and improved by PT Jasa Marga (Persero) Branch Purbaleunyi. Data processing methods in this study using the validity, reliability, classical assumption test, and descriptive statistical analysis. While the data analysis methods used are simple linear regression analysis, correlation, coefficient of determination and quadrant analysis. The results of this study indicate that service quality variables have positive and significant impact on customer satisfaction at Purbaleunyi toll road. Tingginya mobilitas masyarakat perlu didukung oleh infrastruktur yang memadai. Infrastruktur jalan tol yang memadai mampu meningkatkan percepatan pembangunan ekonomi dan sosial suatu negara melalui penciptaan efektivitas dan efisiensi yang dihasilkan. Penyampaian layanan yang optimal bisa mendapatkan kepuasan pelanggan. Salah satu pendekatan untuk mengukur kualitas layanan yang banyak digunakan adalah SERVQUAL (service quality). Ada lima dimensi model SERVQUAL, yaitu reliability, assurance, tangible, emphaty dan responsiveness. Tujuan penelitian ini adalah mengetahui tingkat kepuasan pelanggan dalam rangka meningkatkan kualitas pelayanan dan mengetahui atribut layanan yang diprioritaskan untuk dipelihara dan diperbaiki oleh PT Jasa Marga (Persero) Cabang Purbaleunyi. Metode pengolahan data menggunakan uji validitas, reliabilitas, uji asumsi klasik, dan analisis statistik deskriptif. Sedangkan metode analisis data yang digunakan adalah analisis regresi linier sederhana, korelasi, koefisien determinasi dan analisis kuadran. Hasil penelitian ini menunjukkan bahwa variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada jalan tol Purbaleunyi.

Influence of Information and Service Quality on Users' Continuous Use of Mobile Libraries in China

2020 ◽  
Vol 22 (1) ◽  
pp. 57-71
Author(s):  
Pinghao Ye ◽  
Liqiong Liu ◽  
Linxia Gao ◽  
Quanjun Mei
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Perceived Usability ◽  
Continuous Use ◽  
The Impact ◽  
Positive Impacts

This research mainly aims to explore the factors that influence users' continuous use of mobile libraries. The findings of this study will provide empirical evidence to help improve the service and information quality of mobile libraries. Moreover, suggestions for optimization are provided with the objective of meeting user demands at its maximum. A theoretical model is constructed to reveal the impact of 11 influencing factors on users' continuous use of mobile libraries. Structural equation modeling is adopted to verify the theoretical model and research hypothesis based on the valid data obtained from a questionnaire survey. The study found that personalized services and information availability have positive impacts on the service quality of mobile libraries. Moreover, perceived mobility and information quality have positive impacts on the perceived usability of mobile libraries. Finally, perceived usability, service quality, and platform stability have significantly positive impacts on the willingness of users to continue usage of mobile libraries.

scholarly journals An Investigation of the E-Services Quality provided by Kuwait Government Portal

2021 ◽  
Vol 10 (2) ◽  
pp. 907-915
Keyword(s):  
Service Quality ◽  
Structured Interviews ◽  
Online Questionnaire ◽  
Government Services ◽  
Online Portal ◽  
Service Quality Evaluation ◽  
The Government ◽  
Government Portal ◽  
High Level

The unlimited development and extensive use of ICT has helped governments around the world to innovate and improve public services through the advantages of egovernment services. First step of this study was an attempt to measure the quality of e-services provided by the usercentric Kuwait Government Online Portal through investigating the quality standards of e-government services and different quality dimensions of e-government services as identified in the literature. Post examining E-service quality models one model was selected and used to validate the quality of e-services provided by the Kuwait Government Online Portal. A survey was presented to 486 valid participants through an online questionnaire. The result of the survey in general showed a diverse quality results which was around the range of “Neutral”. This could be due to having a large number of diverse e-services provided by more than 60 government agencies all enclosed in the Kuwait Government Online Portal. The second step of this study was to validate the result from the survey through conducting a semi-structured interviews by the authors with three top management officials at the government entity responsible for implementing e-government program in Kuwait. The interviews have revealed interesting insights, namely the existence of strong presence of silo-mentality in government entities which could be the main cause for not achieving integrated e-services. Future work will include studying specific e-services and defining suitable categorization that helps in determining their quality. The model that was used in this study was based on high-level dimensions that needs to be broken down into subdiminutions that could contribute to increasing the accuracy of the results of e-service quality evaluation. In addition, measuring the effect of silo-mentality of the government over the quality of e-services in Kuwait is desirable.

On Multi-Resource Procurement in Internet Access Markets

2021 ◽  
Vol 48 (3) ◽  
pp. 4-5
Author(s):  
Lianjie Shi ◽  
Xin Wang ◽  
Richard T. B. Ma
Keyword(s):  
Service Quality ◽  
Social Welfare ◽  
Multiple Access ◽  
Optimization Problems ◽  
Market Equilibrium ◽  
Internet Access ◽  
Content Delivery ◽  
Delivery Services ◽  
Stringent Quality

With the increasing popularity and significance of content delivery services, especially video streaming, stringent Quality of Service (QoS) requirements have been placed upon Internet content providers (CPs). As a result, CPs have strong incentives to pay for resources such as premium peering bandwidth and cache capacity that ameliorate service quality. In this paper, we study an Internet access market with multiple access resources that CPs can purchase to enhance service quality. We build a detailed content delivery model, through which we characterize the traffic throughput and the resulting utilities of CPs and social welfare. We show that a market equilibrium exists for a multi-resource market, at which the optimization problems for individual utilities and social welfare coincide. Furthermore, we characterize the optimal purchasing strategies of CPs as well as how varying parameters are going to change the market equilibrium via sensitivity analysis.

scholarly journals PENGARUH LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA PROGRAM PASCASARJANA UNIVERSITAS TERBUKA PADA UNIT PROGRAM BELAJAR JARAK JAUH (UPBJJ) MATARAM

2014 ◽  
Vol 15 (2) ◽  
pp. 88-98
Author(s):  
Hery Susanto
Keyword(s):  
Service Quality ◽  
Significant Role ◽  
Research Finding ◽  
Dominant Role ◽  
Degree Program ◽  
Master Degree ◽  
Academic Service Quality ◽  
Students Satisfaction ◽  
Study Unit

This research is aimed at analyzing the influence of academic service quality to the satisfaction of Master Degree Program (PPs) - Open University (UT) in the distance study unit program (UPBJJ) Mataram. The data were subsequently analyzed by double linear regression. This research finding showed that, partially the indicator of reliability dimension, responsiveness, and assurance were not influenced significantly by the students satisfaction. It was caused by the Master Degree Program UT in UPBJJ Mataram has not provided a service that is expected by the students. Otherwise the indicator of tangibles and empathy partially have significant role that influences the students satisfaction. From the five indicators, it can be seen that the empathy dimension has dominant role that influences the satisfaction of students in Master Degree Program UT in UPBJJ Mataram. Simultaneously, the quality of academic service consisted of tangible, reliability, responsiveness, assurance and empathy that has highly significant role. The higher of service quality increased the higher of students satisfaction level in Master Degree Program UT in UPBJJ Mataram. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan akademik terhadap kepuasan mahasiswa Program Pascasarjana (PPs) Universitas Terbuka pada Unit Program Belajar Jarak Jauh (UPBJJ) Mataram. Teknik analisis data dengan menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa, secara parsial indikator dimensi keterandalan (reliability), responsiveness dan assurance tidak berpengaruh secara signifikan terhadap kepuasan mahasiswa, hal ini disebabkan PPs-UT pada UPBJJ Mataram belum memberikan pelayanan seperti yang diharapkan oleh mahasiswa. Selanjutnya, pada indikator tangibles dan empathy secara parsial memiliki pengaruh yang signifikan terhadap kepuasan mahasiswa. Dari ke lima indikator tersebut, dimensi emphaty memiliki pengaruh yang paling dominan terhadap kepuasan mahasiswa Program Pascasarjana UT pada UPBJJ Mataram. Secara simultan, kualitas layanan akademik yang terdiri dari tangible, reliability, responsiveness, assurance, dan empathy mempunyai pengaruh signifikan yang sangat tinggi, artinya semakin tinggi kualitas pelayanan maka semakin tinggi pula tingkat kepuasan mahasiswa PPs-UT pada UPBJJ Mataram.

scholarly journals Pengaruh Dinamika Lingkungan Terhadap Daya Saing Perusahaan

2013 ◽  
Vol 9 (3) ◽  
pp. 282
Author(s):  
Helman Fachri
Keyword(s):  
Service Quality ◽  
Average Rate ◽  
Survey Methods ◽  
Quality Of Services ◽  
District Health ◽  
Health Clinics ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

This study was to analyze the user's satisfaction JAMKESMAS in UPTD District Health Clinics of North Pontianak. particularly the dimensions of service quality that is composed of variable reliability, responsiveness, assurance, empathy, and tangibles. The study used survey methods, data collection techniques, namely: observation, interviews, and questionnaires. Samples used as many as 100 people by using purposive sampling. Data were analyzed using the Cartesian diagram. The results of this study indicate that the majority of respondents were satisfied with the service UPTD District Health Clinics of North Pontianak with an average satisfaction level of 4.29 and the value of the  average rate of interest of 4.21 dimension of service quality the most satisfying user JAMKESMAS is the dimension of certainty guarantees, and physical evidence, where the majority of respondents' votes are in quadrant B, which means that the interest and customer satisfaction are at a high level and in accordance with the wishes of the consumer. Dimensional quality of services that they are in quadrant A, which means the consumer is not satisfied then it should be further enhanced by the company. While the dimensions of the quality of services that are in quadrant C and D in which the interests of consumers are at a low level is considered normal practice even though consumers are satisfied because it is not very important.Keywords: Satisfaction, Service Quality Dimensions Services

scholarly journals Pengaruh soft dan hard services terhadap akreditasi dan loyalitas pemustaka

2018 ◽  
Vol 14 (1) ◽  
pp. 108
Author(s):  
Sungadi Sungadi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Multiple Regression ◽  
Direct Influence ◽  
Library Users ◽  
Endogenous Variables ◽  
Object Of Study ◽  
High Level ◽  
Very High

Introduction. As of January 2018 The Directorate of UII Library re-obtained the accreditation A from the National Library of Indonesia, and also become  the best unit of UII in 2017, it needs to have further evaluation.Data collection method. The survey was conducted at UII Library in July-October 2017, with sample of 252 students as respondents using purposive sampling. The hypothesis in this paper was there is influence between soft and hard services to user loyalty through acceptable accreditation intervening variables.Data analysis. The data was analysed by using multiple regression and path analysis in SPSS 16.0. Multiple regression was used to test direct influence between variables, while  path analysis was used   to determine the effect of exogenous variables on endogenous variables through intervening variable.Results and Discussions. The results showed that  the level of service quality and loyalty was high-very high (79.75-82.83%). The simultaneous influence of soft service (X1) and hard service (X2) on loyalty (Z) through accreditation (Y) increased  from 0.329 to 0.442 (0.442> 0.329). Simultaneously soft service (X1), hard service (X2) via accreditation (Y)-affected loyalty of library users (Z).Conclusions. In this research can be concluded that: Quality of service in UII Library Directorate in high condition s.d very high, while quality assurance level (accreditation) categorized high, and loyality pemustaka at very high level. The result of data analysis shows that the variable of soft service quality and hard there is direct influence to loyalty pemustaka. Meanwhile, the variable of soft and hard service through accreditation variable has an effect on the loyalty of the user. Future researchers can develop this research by involving all libraries within the UII as an object of study.

Factors Affecting Quality of the Online Delivery Service among Undergraduate Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2584-2591
Author(s):  
Mohammad Nizamuddin Abdul Rahim Et.al
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Perceived Risk ◽  
Information Quality ◽  
Online Shopping ◽  
Sampling Technique ◽  
Online Delivery ◽  
Factors Affecting ◽  
Delivery Service

The quality of service derived from online delivery service is very paramount to customers and the service providers since there is now a drastic shift by people to buy and sell via the old-style to doing businessonline and as such, quality of service delivery among other factors should be the hall mark. The aim of this paper is to investigate the factors affecting the quality of online delivery service among the students of University Malaysia Kelantan (UMK). The probability sampling technique with emphasis on simple random sampling technique was used in this study wheredata was obtained using questionnaire and analyzed using the Statistical Package for Social Science (SPSS) software from 385 respondents from UMK, City Campus. A pilot test on the validity of the questionnaire was conducted and the reliability test results show that all the variables are above 0.7 Cronbach’s Alpha value an indication of acceptability.The analytical results show that service speed, service price, information quality and perceived risk has positive affect on the online shoppers’ perception towards delivery service quality of online shopping. While, Pearson correlation revealed that service speed and information quality obtained the value under the high positive correlation; service price and perceived risk under negligible correlation. In testing the hypotheses of the study, itindicates that service speed and information quality hypotheses have strong relationship with the dependent variable while service price and perceived risk hypotheses had very low relationship with the dependent variable. This study was therefore based on the SERVQUAL model to determine customers perception on online shopping context. The study recommends that different methodologies can be used by future researchersby conducting interview, or broadening the scope of the study in order to find out the exact perception of customers like students on online shopping towards delivery service quality of online shopping.Therefore, the result of this study can be used as a reference by the practitioners or the online stores, enrich the body of knowledge as well as form basis for future researchers that are interested in this field.

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