scholarly journals Evaluasi Kualitas Layanan terhadap Operator Telekomunikasi: Tinjauan Perspektif Pelanggan

2017 ◽  
Vol 16 (2) ◽  
pp. 106
Author(s):  
Armin Darmawan ◽  
Mulyadi Mulyadi ◽  
Fauziah Fauziah
Keyword(s):  
Service Quality ◽  
Mobile Network ◽  
Level Of Service ◽  
Telecommunication Service ◽  
Quality Level ◽  
Mobile Telecommunication ◽  
Five Dimensions ◽  
Network Provider ◽  
Internet Telephone ◽  
High Level

This study examines the quality level of service in one of the telecommunication operator (mobile network provider) in Makassar. This paper focuses on the identification of the gaps, mapping quality level of service, and the evaluation of the service quality level. The study was conducted using SERVQUAL approach which refers to the five dimensions of service quality. SERVQUAL is helpful in identifying, mapping, and analyzing the gap level between expectations and perceptions of a telecommunication service. Questionnaires were randomly distributed to the 400 respondents’ mobile telecommunication users in Makassar. The results show that there were 10 negative attributes on the SERVQUAL value of 15 questions. This indicates that the service quality to the users is at the low level. For mapping and prioritization of services related attributes that need to be improved, this study used the Importance-Performance Analysis (IPA) diagram. The first quadrant indicates a high level of customer expectations relative to those attributes but on the perception remains low. The first quadrant is a mapping attribute which is prioritized in the improvement of service quality related to the reliability dimensions i.e the improvement of network quality, network expansion, and the affordable cost of access (Internet, telephone, and SMS).

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 Persepsi Nasabah Terhadap Tingkat Kualitas Pelayanan Bank Syariah Cabang Malang

2018 ◽  
Vol 3 (1) ◽  
pp. 79
Author(s):  
Lailatul Iffah
Keyword(s):  
Service Quality ◽  
Quantitative Method ◽  
Sampling Method ◽  
Primary Data ◽  
Level Of Service ◽  
Sampling Techniques ◽  
Research Subjects ◽  
Five Dimensions ◽  
Customer Perception

This study aims to determine the perceptions of customers on the level of service quality of Syariah Mandiri Bank Malang branch based on five dimensions of service quality. This research used quantitative method with research subjects on BSM savings customers who used mudharabah muthlaqah contract of Syariah Mandiri Bank Malang branch. The data used in this study is the primary data through questionnaires. Questionnaires were distributed to customers as much as 53 questionnaires and sampling techniques using Purposive Sampling method. The result of the research showed that customer perception of Syariah Mandiri Bank Malang branch is very satisfied under the perception of emphaty dimension as dimension which dominates customer’s perception toward service quality of the Bank.

scholarly journals Measurement of Service Quality using SERVQUAL model in a Mining Environment

2009 ◽  
pp. 42-52
Author(s):  
A.K. Garg ◽  
R. Alvapillai ◽  
I. B. Mathsediso
Keyword(s):  
Service Quality ◽  
Quality Level ◽  
Survey Questionnaire ◽  
Quality Model ◽  
Repair Service ◽  
Five Dimensions ◽  
Mining Environment ◽  
Service Department ◽  
Perceptions And Expectations ◽  
The Relationship

This study applied the reformed service quality model developed by Parasuraman to measure the service quality level and the gaps between perceptions and expectations of a motor company located in a mining environment (Francistown). The data from the three part survey questionnaire was used to examine gaps between perceptions and expectations of the respondents. The findings from a sample of 140 customers show that the service quality level of vehicle repair service department (VRSD) did not fully meet the expectations of the customers of VRSD and gaps were observed in all five dimensions. Paired t-test used to test the significance of difference between out of warranty responses and under warranty responses for expectation and perceptions showed that there were no significant differences between the two groups of customers. Finally the correlation analysis confirmed the strength of the relationship between the service quality and the dimensions studied. Recommendations are made to bridge the gaps between perception and expectation of customers.

Tourism Service Quality and Destination Loyalty—The Mediating Role of Perceived Value from International Tourists’ Perspectives

2019 ◽  
Vol 16 (2A) ◽  
Author(s):  
Shaker BaniMelhem ◽  
Mohamed Albaity
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Abstract This study is aimed at investigating the direct relationships between service quality dimensions with perceived value and the destination loyalty, in addition to examining the mediating effect of perceived value. Using data from 508 international tourists visiting UAE and applying structural equation modeling we found the following. First, we found a significant and positive relationship between the five dimensions of service quality and perceived value. Second, we found direct, a positive and significant relationship between four service quality dimensions and destination loyalty. In addition, there exists a mediating effect of perceived value on the relationship between all the dimension of service quality and destination loyalty. The relationships of all the service quality dimensions are partially mediated except tangible facilities dimension which is fully mediated by perceived value. The study recommended that destination managers should focus on what make the tourists feel that the value they received is equal or more than what they expected to create positive tourist loyalty behaviour and enhance destination attractiveness. Thus, high level of perceived value service quality provided can be achieved if government and managers fully understand the key importance of providing quality service and continues evaluating and enhancing the quality of service provided. Keywords: destination loyalty, perceived value, service quality dimensions, destination loyalty, tourism sector.

scholarly journals Service quality and its relationship with customer satisfaction

2013 ◽  
Vol 1 (4) ◽  
pp. 526-531
Author(s):  
Wong Eng How ◽  
Shahryar Sorooshian
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Level Of Service ◽  
Fast Food Restaurant ◽  
Five Dimensions ◽  
Positive Correlation ◽  
Fast Food Restaurants ◽  
The Relationship

Nowadays, fast food restaurant grows very fast globally. This research is about study of customer satisfaction in the fast food restaurants. It aims to investigate the relationship between service quality and customer satisfaction. This study is using SERVPERF five dimensions to measure the level of service quality. By applying theservice dimensions responsiveness, reliability and tangible in service quality, the level of customer satisfaction become higher. So, there is a positive correlation between service quality and customer satisfaction.

Exploring the Franchisor-Franchisee Relationship

2018 ◽  
pp. 1-26
Author(s):  
Thierry Allègre ◽  
François Fulconis ◽  
Gilles Paché
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Competitive Advantage ◽  
Information Technologies ◽  
Service Management ◽  
Level Of Service ◽  
The Past ◽  
Contractual Relationships ◽  
High Level

In the past 40 years, the franchising system has undergone a remarkable expansion, increasingly retaining the attention of economy and service management researchers. A recurring question relates to the sources of competitive advantage that a franchise network may have. This chapter intends to contribute to the debate based on the fundamentals of the resource/competence-based view, and applying the reflection to the case of the logistical service. The aim is to identify how and why supply chain resources and skills are deployed by franchisors to retain their franchisees thanks to a high level of service quality and therefore avoid the termination of contractual relationships. Based on a case study driven within a European franchise network, it is possible to conclude that the supply chain resources and competences of a franchisor play an important role in the duration of the franchisor-franchisee relationship when customized solutions are proposed thanks to information technologies.

scholarly journals Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

2017 ◽  
Vol 4 (3) ◽  
pp. 165-176 ◽  
Author(s):  
Ramesh Neupane ◽  
Manju Devkota
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Primary Data ◽  
Level Of Service ◽  
Private Hospitals ◽  
Five Factors ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level ◽  
Price Image

The main purpose of this research is to examine the impacts of service quality dimensions on patient satisfaction as a study of private hospitals in Nepal. This research has also evaluated the perceptions of the patients about service quality offered by private hospitals and level of their satisfaction.The research was conducted through influence of positivism philosophy and deductive approach. The two hypotheses were generated with the help of existing knowledge and literature related to service quality and customer/patient satisfaction. The formulated hypotheses were tested through primary data collection from the customers/patients of private hospitals in Nepal. The questionnaires survey was used to collect data in this study. Different five factors of SERVQUAL dimension and four factors of patient satisfaction: price, image, perceived quality and convenience were used to analyse service quality and patient satisfaction respectively. Samples of 490 patients from different 10 private hospitals which all are based on Kathmandu were considered in the study.The results indicated that each dimension of service quality is positively correlated with patient satisfaction, and overall service quality and patient satisfaction has correlation coefficient of 0.719 which is significant at the 0.01 level. This implies that service quality and patient satisfaction are positively correlated with each other. The results demonstrated that service quality has strong positive impacts on patient satisfaction as regression analysis demonstrates that service quality has significant impacts on patient satisfaction as β = 0.719 and P = 0.000 which is less than 0.05. Similarly, the results also indicated that private hospitals in Nepal are providing high level of service quality in the view of patients/customers; and there is high level of patient satisfaction at the private hospitals in Nepal.   Int. J. Soc. Sc. Manage. Vol. 4, Issue-3: 165-176

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Sari Ater Hotel & Resort Subang

2020 ◽  
pp. 179-199
Author(s):  
Nelli Sulistiana ◽  
Iwan Henri Kusnadi ◽  
Ade Nawawi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Loyalty ◽  
Level Of Service ◽  
Significant Positive Effect ◽  
High Level ◽  
Positive Effect

Tujuan peneliti melakukan penelitian ini adalah untuk mengetahui seberapa besar tingkat kualitas pelayanan dan tingkat loyalitas pelanggan pada Sari Ater Hotel & Resort Subang, serta untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap loyalitas pelanggan. Dari hasil penelitian bahwa tingkat kualitas pelayanan pada Sari Ater Hotel & Resort Subang berada pada tingkat cukup tinggi, dan untuk tigkat loyalitas pelanggannya berada pada tingkat cukup tinggi pula. Adapun pengaruh kualitas pelayanan (X) terhadap loyalitas pelanggan (Y) memiliki pengaruh positif signifikan yakni sebesar 70,4%, sedangkan 29,6% sisanya dipengaruhi oleh faktor lain yang tidak diteliti oleh peneliti.   The objective of the researcher conducting this research is to find out how much the level of service quality and level of customer loyalty at Sari Ater Hotel & Resort Subang, and to find out how much influence the quality of service on customer loyalty. From the results of the study that the level of service quality at Subang Sari Ater Hotel & Resort is at a fairly high level, and for the level of customer loyalty is at a fairly high level too. The effect of service quality (X) on customer loyalty (Y) has a significant positive effect of 70.4%, while the remaining 29.6% is influenced by other factors not examined by researchers.    

Decision Support System for Determining Pharmacy Service Quality

2019 ◽  
Vol 16 (12) ◽  
pp. 4970-4978
Author(s):  
Dedi Irawan ◽  
Miftachul Huda ◽  
Kamarul Shukri Mat Teh ◽  
Siti Suhaila Ihwani ◽  
Mohd Hambali Rashid ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Evaluation ◽  
Level Of Service ◽  
Weighting Method ◽  
Trading Company ◽  
Level Of Satisfaction ◽  
Simple Additive Weighting ◽  
High Level

Service quality of a trading company affects the level of customer satisfaction. The better the service quality, the higher the level of customer satisfaction. A high level of satisfaction allows the increase of consumers in the company concerned. Evaluation of service quality at Among Rogo Pharmacy is very necessary because the results of the evaluation can be used as a reference to determine policies related to the efforts in improving service quality. This research was conducted using SAW (Simple Additive Weighting) method. This method was chosen because it was able to select alternatives from a number of alternatives. The intended alternative is the level of service quality, namely: (1) Very Bad, (2) Bad, (3) Fair, (4) Good, (5) Very Good. Evaluation results based on observations of Among Rogo Pharmacy were also calculated along with these alternatives and alternatives whose value close to the calculation service evaluation results at Among Rogo Pharmacy. There were considered true to determine the quality of service at Among Rogo Pharmacy. This system can still be developed again by adding weight of the criteria, or by using other methods.

scholarly journals ANALISIS TINGKAT PELAYANAN JASA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL)-FUZZY DI INSTALASI RAWAT INAP KELAS III SUATU RUMAH SAKIT

BUANA ILMU ◽  
2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Dicky Suryapranatha
Keyword(s):  
Service Quality ◽  
General Hospital ◽  
Level Of Service ◽  
Class Iii ◽  
Five Dimensions ◽  
Fuzzy Method ◽  
Quality Dimensions ◽  
A Priority ◽  
Method Approach

Abstrak Pengukuran suatu jasa kepada konsumennya. Penelitian ini dilakukan di Instalasi Rawat Inap Kelas III pada sebuah Rumah Sakit mengunakan beberapa responden dari pasien. Menggunakan metode servqual dengan pendekatan Fuzzy terhadap lima dimensi kualitas jasa yaitu Tangibles, Reliability, Responsiveness, Assurance, dan Emphaty. Hasil penelitian menunjukkan terdapat gap antara persepsi pasien dengan harapan pasien yaitu sebesar -0,511.perbedaan ini menjadi prioritas untuk dilakukannya perbaikan adalah dimensi kualitas Reliability karena memiliki nilai gap terbesar yaitu -0,657. Kata kunci : Kualitas Pelayanan, Metode Servqual, Metode Fuzzy, Rawat Inap Reliability Abstract The level of service quality is a parameter of the success or failure of a service provided to customers. This research was conducted in Inpatient Class III at a General Hospital . Respondents involved amounted to 40 respondents. This study using methods servqual with Fuzzy method approach to the five dimensions of service quality is Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results showed a gap between the perceptions of patients with the expectation of patients that is equal to -0.511 . And that should be a priority to undertake an improvement is the quality dimensions of Reliability because it has the biggest gap is -0.657 . Keywords : Service Quality, Servqual Method, Fuzzy Method, Inpatient, Reliability

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