Relevant bibliographies by topics / Assurance and empathy

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  1. Journal articles
  2. Book chapters
  3. Conference papers

Academic literature on the topic 'Assurance and empathy'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Assurance and empathy"

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Marsono, Shandy, and Endah Nawangsasi. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI DOSEN DAN KARYAWAN AUB PANCASILA SURAKARTA." ProBank 3, no. 2 (2018): 60–66. http://dx.doi.org/10.36587/probank.v3i2.380.

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang meliputi (bukti fisik, reliability, responsivenees, assurance dan empathy) terhadap kepuasan anggota koperasi dosen dan karyawan AUB Pancasila Surakarta Penelitian ini merupakan jenis penelitian survey. Populasi dalam penelitian ini adalah semua anggota koperasi dosen dan karyawan AUB Pancasila Surakarta. Teknik pengambilan sampel yang digunakan non random sampling. Teknik pengambilan yang menyesuaikan diri dengan kriteria tertentu. Penelitian ini menggunakan alat analisis regresi linear berganda, uji t, uji F dan deter
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Marsono, Shandy, and Endah Nawangsasi. "PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN ANGGOTA KOPERASI DOSEN DAN KARYAWAN AUB PANCASILA SURAKARTA." ProBank 3, no. 2 (2018): 60–66. http://dx.doi.org/10.36587/probank.v3i2.380.

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang meliputi (bukti fisik, reliability, responsivenees, assurance dan empathy) terhadap kepuasan anggota koperasi dosen dan karyawan AUB Pancasila Surakarta Penelitian ini merupakan jenis penelitian survey. Populasi dalam penelitian ini adalah semua anggota koperasi dosen dan karyawan AUB Pancasila Surakarta. Teknik pengambilan sampel yang digunakan non random sampling. Teknik pengambilan yang menyesuaikan diri dengan kriteria tertentu. Penelitian ini menggunakan alat analisis regresi linear berganda, uji t, uji F dan deter
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Setijobudi, Ec Lts, and P. Haryoso. "PENINGKATAN KEPUASAN DAN LOYALITAS NASABAH PADA PT BANK CENTRAL ASIA TBK CABANG UTAMA SURAKARTA." EXCELLENT 5, no. 1 (2018): 32–41. http://dx.doi.org/10.36587/exc.v5i1.279.

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Penelitian ini bertujuan untuk mengetahui pengaruh Reliability, Responsiveness, Assurance, Tangibles, Empaty terhadap Kepuasan Nasabah dan Loyalitas Nasabah PT. Bank Central Asia Tbk, Surakarta. Populasi dalam penelitian ini adalah nasabah tabungan pada PT. Bank Central Asia Tbk Cabang Utama Surakarta yang telah memanfaatkan jasa perbankan lebih dari 3 tahun,yang jumlahnya 935 nasabah. Pengambilan sampel dengan tehnik purposive random random sampling dengan jumlah sampel keseluruhan 100 nasabah,. Data yang digunakan dalam menganalisis penelitian ini diperoleh dari data primer menggunakan kuesi
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Wati, Erdiana, Abd Salam Razak, and Adrian Tawai. "PENGARUH KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA TOKO COLOMBUS KOTA KENDARI." Business UHO: Jurnal Administrasi Bisnis 1, no. 1 (2016): 55. http://dx.doi.org/10.52423/bujab.v1i1.9550.

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This study aims to determine the effect of employee service quality (SERQUAL), namely: physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) on consumer satisfaction at the Colombus Stores in Kendari City and to find out the influence of dominant service quality on customer satisfaction at the Kendari City Colombus Store. This study uses multiple linear regression analysis using the F test and t test. Simultaneous analysis results show that the physical evidence variable (tangibles) X1, reliability (reliability)
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Aris Saputra, Taufik, Mujibur Rohman, Mohammad Kholili, and Hoirul Umam. "ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN MODEL CARTER DI BPRS BHAKTI SUMEKAR CABANG TLANAKAN." Prospeks: Prosiding Pengabdian Ekonomi dan Keuangan Syariah 1, no. 1 (2023): 70–80. http://dx.doi.org/10.32806/pps.v1i1.259.

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Penelitian ini bertujuan untuk mengumpulkan bukti empiris mengenai pengaruh variabel CARTER secara parsial dan simultan terhadap kepuasan nasabah pada BPRS Bhakti Sumekar Cabang Tlanakan. Metode yang digunakan dalam penelitian ini adalah Analisis Regresi Linier Berganda. Hasil penelitian yang diperoleh menunjukkan bahwa kualitas pelayanan compliance memperoleh nilai sig 0,013, assurance 0,34, reliability 0,010, tangible 0,49, empathy 0,001, dan responsiveness 0,07 secara parsial berpengaruh signifikan terhadap kepuasan nasabah. Kualitas pelayanan compliance, assurance, reliability, tangible, e
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Tuan, Nguyen Anh, and Nguyen Thi Vien Ly. "Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.649.

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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The r
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Humphrey Ikenna, Madumere, Cletus I. Emeti, Agu Godswill Agu, and Nwaizugbo Ireneus Chukwud. "The role of service empathy and assurance in building customer loyalty in the Nigerian road transport industry." Quantitative Economics and Management Studies 2, no. 1 (2020): 1–12. http://dx.doi.org/10.35877/454ri.qems248.

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Basing on the RATER model of service quality, we explored the role service empathy and assurance in building road transport customers’ loyalty intention. Being a quantitative study, data from 318 valid responses, analyzed with simple regression analysis in SPSS 21.0, indicate that the two constructs – service empathy and service assurance are positive and significant predictors of customer loyalty. Further, with 82% and 78.8% variance explained for assurance and empathy respectively, results indicate that service assurance drives more customer loyalty than service empathy in the organized road
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Map, Jurnalmap, and Eskalinda ÔÇÄ. "KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS ENOK TEMBILAHAN KABUPATEN INDRAGIRI HILIR." MAP (Jurnal Manajemen dan Administrasi Publik) 4, no. 1 (2021): 28–40. http://dx.doi.org/10.37504/map.v4i1.303.

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This study aims to describe the quality of health services in Enok Tembilahan Health Center. This research is a type of quantitative descriptive research, with dimensions of service quality according to Parasuraman, Zeithaml and Berry consisting of Tangibles (direct evidence), Reliability, Responsiveness (responsiveness), Assurance (assurance) and Empathy. The results of studies that have been conducted on service quality at Enok Tembilahan Health Center in health services, from the five dimensions namely Tangibles (direct evidence), Reliability, Responsiveness, Assurance and Empathy, the qual
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Tloim, Asniyati, and Yessi Benu. "The Comparison of Service Quality Between Alfamart and Indomaret Minimarket in Kupang City." Journal of Practical Management Studies 1, no. 2 (2023): 30–37. http://dx.doi.org/10.61106/jpms.v1i2.10.

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The research is entitled “The Difference of Service Quality Between Alfamart minimarket and Indomaret Minimarket in Kupang City”. The problem formulation in this research was whether there was difference of service quality reviewed from physical evidence(tangible), empathy, reliability, responsiveness, assurances between Alfamart and Indomaret minimarket in Kupang city. The aim of this research was to analyze the difference of Service Quality Between Alfamart minimarket and Indomaret Minimarket in Kupang city reviewed from service qualities aspect that were physical product, empaty, reliabilit
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Rossanty, Yossie, Muhammad Dharma Tuah Putra Nasution, and Irawan Irawan. "Determinants of Customer Service Quality on Hotel Guest Satisfaction in the Samosir Tourism Area with a Structural Equation Modeling Approach." Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences 4, no. 1 (2021): 189–203. http://dx.doi.org/10.33258/birci.v4i1.1565.

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The purpose of this study is to test the determinants of service quality aspects of Reliability, Responsiveness, Assurance, Empathy and Tangibles on the satisfaction of hotel tourists in the Samosir area. This research test tool using the Structural Equation Modeling model. The results prove that the structural model Reliability to Costomer Satisfaction is significant, meaning that reliability has a significant effect on Costomer Satisfaction. Responsivenes structural model to Costomer Satisfaction is significant, meaning that responsiveness has a significant effect on Costomer Satisfaction. S
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Book chapters on the topic "Assurance and empathy"

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Lee, Sang-Gun, Sangjin Yoo, and Zoonky Lee. "Media Selection and End-User Satisfaction." In Computing Information Technology. IGI Global, 2003. http://dx.doi.org/10.4018/978-1-93177-752-0.ch008.

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In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL: reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that the use of conventional media (face-to-face and telephone) is related to help desk satisfaction, through reliability and empathy and electronic media (e-mail and Internet), users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) sho
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Trivedi, Jigna Chandrakant, and Bindiya Kunal Soni. "A Study on Factors Influencing the Purchase Intention of Insurance Products Amongst Urban Households of Gandhinagar City." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-5853-2.ch002.

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This study is carried out to analyze how SERVQUAL factors together with customer satisfaction and customer trust to influence the purchase intention for the insurance industry in Gandhinagar, Gujarat. The primary data for the study was collected through a self-administered questionnaire. 379 responses were collected from the households of the selected region through the convenience sampling method. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were employed to check how tangibility, reliability, responsiveness, assurance, empathy, customer satisfaction, and customer
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Karavida Angeliki, Stamouli Maria-Aggeliki, and Balis Charalampos. "Patients' Satisfaction Evaluation with the Health Center of Elis Province." In Studies in Health Technology and Informatics. IOS Press, 2014. https://doi.org/10.3233/978-1-61499-423-7-283.

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Patient satisfaction related to the provided health services is a key indicator of the quality of the health sector. The SERVQUAL model was employed as a way of measuring the level of patient satisfaction with the services of the Health Center of Elis Province. Although certain aspects such as “Assurance” and “Empathy” meet the users' needs, improvements like a detailed medical record and an overhaul of the equipment need to be introduced.
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Zhou, Xiaofen, and Genping Xie. "Influencing Factors of Community Logistics Service Satisfaction at Cainiao Station." In Advances in Transdisciplinary Engineering. IOS Press, 2024. http://dx.doi.org/10.3233/atde231355.

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The rise of e-commerce has led to the rapid development of community logistics in the last mile of end-to-end distribution. However, the rapidly developing community logistics also faces various management issues, especially the satisfaction of consumers with community logistics services. This article examines the factors influencing residents’ satisfaction with community logistics from the perspective of consumers. Using questionnaire surveys, it collects data on residents’ satisfaction with various services in the community logistics Cainiao station. Using multiple linear regression, it anal
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Sorathiya, Dineshkumar Odhavajibhai, and Dr Kinjal Patel. "MEASURING SERVICE QUALITY ON EDUCATIONAL SERVICES: SERVQUAL MODEL FRAMEWORK." In Futuristic Trends in Management Volume 3 Book 9. Iterative International Publisher, Selfypage Developers Pvt Ltd, 2024. http://dx.doi.org/10.58532/v3bhma9p1ch4.

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By examining students' expectations and perceptions of the services offered, service quality measurement is one of the key measuring techniques or instruments used by educational institutions to comprehend students' needs and experiences. In order to identify the service variables in the educational sector, this study assesses the service quality of a university in Surat, Gujarat, India. At the educational institution, five specific dimensions—tangibles, reliability, responsiveness, assurance, and empathy—were looked at. A well-structured questionnaire was created, and SERVQUAL dimensions scal
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Melo, Ana I., Gonçalo Santinha, and Rita Lima. "Measuring the Quality of Health Services Using SERVQUAL." In Advances in Electronic Government, Digital Divide, and Regional Development. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-3731-1.ch014.

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This chapter discusses the quality of health services in a Portuguese hospital by assessing the level of patient satisfaction, according to several features, using SERVQUAL. Results from a questionnaire, based on SERVQUAL, indicate that perceived healthcare service performance generally falls short of expectations except in the physical elements of service quality (“tangibility”), as opposed to “empathy” and “assurance.” In addition, patients who are more satisfied are females, patients over 65 years old, and those who attended the specialty anesthesiology. The least satisfied are patients age
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Zubović, Vedran. "Adventure Tourism Experience – A Systematic Literature Review." In International Thematic Monograph: Modern Management Tools and Economy of Tourism Sector in Present Era. Association of Economists and Managers of the Balkans; Faculty of Tourism and Hospitality, Ohrid, North Macedonia, 2024. http://dx.doi.org/10.31410/tmt.2023-2024.211.

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The adventure tourism experience is a growing area of scholars’ research. This conceptual article thoroughly examines the fundamental con­cepts involved in the definition of Adventure Tourism, highlighting SERVQUAL dimensions (reliability, assurance, tangibles, empathy, and responsiveness) which can be applied to measure service quality in the adventure tourism ex­perience. Publications from the Scopus and WoS databases, through the com­bination of complementary approaches of literature review and content anal­ysis, revealed that Quality of Experience, Customer Satisfaction, Likelihood to Reco
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Kastania, Anastasia N., and Stelios Zimeras. "Quality and Reliability Aspects in Telehealth Systems." In Handbook of Research on Distributed Medical Informatics and E-Health. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-002-8.ch030.

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In this chapter the authors investigate telehealth quality and reliability assurance. Various models and standards can be applied to assess software quality and reliability in telehealth platforms and there are also general principles for total quality management which can be adopted. There are also models to assess the quality of the system and the quality of care which are also presented. The approach based on user satisfaction, considers the expectation measurement as information which is not inextricably linked to quality. A different approach is the one based on expectations as well as on
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Admasu, Demissie, Sasmita Samanta, and Shikta Singh. "Microfinancing Global Observation on the Interplay Between Service Quality and Customer Delight." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-5853-2.ch014.

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This chapter discusses theories that explain how microfinance interacts with service quality and customer delight globally. It also identifies moderating elements between satisfaction and service quality. Microfinance provides services to low-income, self-employed, and financially disadvantaged people who don't have access to formal banking. The concept of “service” is the provision of an intangible act or performance by one party to another without ownership. Microfinance services are categorized into financial and non-financial services. And the service quality parameters are reliability, ta
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Basińska, Beata, and Anna Dåderman. "Pozytywny afekt a relacja między śmiałością, impulsywnością i własną skutecznością." In Zdrowie w cyklu życia człowieka. Wydawnictwo Uniwersytetu Łódzkiego, 2012. http://dx.doi.org/10.18778/7525-700-7.08.

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Background: Recent research has demonstrated a relationship between personality, affectivity and performance. The purpose of this study was to examine the mediating effect of basic and general positive affectivity on personality traits (venturesomeness and impulsiveness) and self- -efficacy. Methods: The correlational design was used. 175 students filled in the Impulsiveness – Venturesomeness – Empathy Inventory (Eysenck et al., 1985), PANAS (Watson, Clark, 1994 – basic and general positive affectivity) and General Self-Efficacy, GESE (Schwarzer et al., 2008). Findings: Impulsiveness did not m
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Conference papers on the topic "Assurance and empathy"

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Sutanto, Slamet. "Public Health Center Patient Satisfaction: The Role of Empathy, Reliability, Responsiveness, Assurance, and Tangibles." In Proceedings of the 2nd Lekantara Annual Conference on Public Administration, Literature, Social Sciences, Humanities, and Education, LePALISSHE 2022, 29 October 2022, Malang, East Java, Indonesia. EAI, 2023. http://dx.doi.org/10.4108/eai.29-10-2022.2334031.

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"The Influence Model of Reliability, Assurance, Tangibles, Empathy, Responsive-ness on Customer Satisfaction and Highway Users Loyalty." In 1st International Conference Eco-Innovation in Science, Engineering, and Technology. Galaxy Science, 2020. http://dx.doi.org/10.11594/nstp.2020.0539.

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Davidova, Jelena, and Irena Kokina. "Study environment in the context of HEI study quality assurance: Case study at Daugavpils University (Latvia)." In Fifth International Conference on Higher Education Advances. Universitat Politècnica València, 2019. http://dx.doi.org/10.4995/head19.2019.9047.

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In recent years the system of higher education quality assurance has undergone several essential changes: a greater emphasis is being laid on the qualification framework, on student-centered learning and study results, the development of the teaching staff, active students’ participation in the assessment of the study process. The given study is oriented towards studying students’ opinions about the quality assurance of a study process at Daugavpils University (DU), Latvia. The participants of this study were 60 students from 12 master and doctoral study programs at Daugavpils University. The
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Avcil, Seniha. "Service Performance of State Hospitals." In International Conference on Eurasian Economies. Eurasian Economists Association, 2019. http://dx.doi.org/10.36880/c11.02346.

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Developments in health sector increased the expectations of patients. In order to meet these expectations, hospitals attach importance to their service quality. Although hospitals increase the quality of service, the perceptions of service users become more important. It was aimed to determine the quality of service and expectation of patients and their relatives who applied to four state hospitals in Istanbul by Servqual Scale.
 In accordance with this purpose, the relationship between the dimensions of "physical properties", "reliability", "willingness - enthusiasm", "assurance" and "cr
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Aulia, Destanul, Heru Santosa, and Ida Yustina. "Implementation of Integrated Nursing Models toward Patient Satisfaction in Mitra Medika Amplas Hospital, Medan, North Sumatra." In The 7th International Conference on Public Health 2020. Masters Program in Public Health, Universitas Sebelas Maret, 2020. http://dx.doi.org/10.26911/the7thicph.04.22.

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ABSTRACT Background: The patient’s statement of the nurse’s poor and needy performance reflects dissatisfaction. Communities need patient-focused services, and the success of nursing care is determined mainly by choice of nursing care delivery models. This study aimed to determine implementation of integrated nursing models toward patient satisfaction in Mitra Medika Amplas Hospital, Medan, North Sumatra. Subject dan Method: This was a quasi-experiment with two group comparison conducted at Mitra Medika Amplas Hospital, Medan, Indonesia. A sample of 77 patients was selected by consecutive samp
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Jayathilake, M. N., S. S. S. Fernando, P. G. D. Madushanka, and A. H. S. Sharic. "Analysis of Service Quality Expectation of Passengers: Case Study of Colombo Fort Railway Station." In 3rd SLIIT International Conference on Engineering and Technology. SLIIT, 2024. http://dx.doi.org/10.54389/xdlh7829.

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This study investigates passenger perceptions of service quality at Colombo Fort Railway Station using the SERVQUAL model, focusing on five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. By examining demographic characteristics such as gender, age, income, frequency of use, trip purpose, and time of travel, this research aims to identify significant differences in service quality expectations among diverse passenger groups. Data were collected from 300 passengers through a structured survey and analyzed using t-tests and ANOVA. The findings highlight critical
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Nordin, Aleff Omar Shah, Mohd Rahimi Abdul Halim, and Siti Nur Atiqah Mohd Masri. "MEASURING THE TOURIST SATISFACTION ON ECOTOURISM SERVICE QUALITY AT KUALA TAHAN NATIONAL PARK: AN INVESTIGATION ON VISITORS PERCEPTIONS." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.041.

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Ecotourism is a sub-component of sustainable tourism that involves a visit to a natural area and manages the living parts of the natural environment. Moreover, ecotourism’s perceived potential as an effective tool for sustainable development, including economic development and conservation strategies. Currently, the importance of ecotourism service quality is gaining tremendous attention due to the growing demand for ecotourism worldwide and increasing expectations from visitors. A challenge remains in identifying how natural resource and nature-based tourism providers can best achieve those b
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Sembiring, Dian Agnesa, Atik Nurwahyuni, and Wahyu Sulistiadi. "Analysis Study of The Comparative Quality of Patient Services Before and After Covid-19 Pandemic in Installation of Siloam Hospital TB Simatupang Installation." In The 7th International Conference on Public Health 2020. Masters Program in Public Health, Universitas Sebelas Maret, 2020. http://dx.doi.org/10.26911/the7thicph.04.23.

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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 pan
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