Journal articles: 'Product and Service quality'

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Kenyon, George, and Kabir Sen. "A model for assessing consumer perceptions of quality." International Journal of Quality and Service Sciences 4, no. 2 (June 15, 2012): 175–88. http://dx.doi.org/10.1108/17566691211232909.

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PurposeThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.Design/methodology/approachA holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future investigations are proposed.FindingsConsumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products and services that can create competitive advantage, they must understand how the various product characteristics, or service attributes, effect the creation of consumer perceptions.Originality/valueThis research contributes to the understanding of how consumers create their perceptions and how the various dimensions of product and service quality relate to these properties of perception.

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Pranata, Made Nanda, Amna Hartiati, and Cokorda Anom Bayu Sadyasmara. "Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 4 (December 23, 2019): 594. http://dx.doi.org/10.24843/jrma.2019.v07.i04.p11.

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The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838; while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121. Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).

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Jentrasaswin, Gede Paramananda, A. A. P. Agung Suryawan Wiranatha, and I. Ketut Satriawan. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN DI RESTORAN CEPAT SAJI McDONALD’S CABANG ROBINSON, DENPASAR." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 6, no. 2 (April 17, 2018): 125. http://dx.doi.org/10.24843/jrma.2018.v06.i02.p04.

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Product quality and services have been the most concern of the trade and service. One of the efforts that can be used to improve and maintain the competitiveness of a company is to increase consumer satisfaction. The objectives of this study were 1) to determine the level of consumer interest in the products and services provided by McDonald’s, 2) to analyze the performance of McDonalds company in giving satisfaction to consumer, and 3) to analyze the level of customer satisfaction on products and services. Data collection in this study was done by distributing 255 questionnaires to consumers. Importance Performance Analysis method was used to analyse the effect of quality of the product & service on consumer satisfaction. The results show that consumers were satisfied on the product quality and service provided. The level of consumer satisfaction was 84,64% (satisfied) for the product quality and 83,06% (satisfied) for the service quality. Keywords: Costumer satisfaction, importance performance analysis, McDonald’s

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Helmita and Koriyangga. "ANALISIS KEPUASAN PELANGGAN RESTORAN BUKIT RANDUDI BANDAR LAMPUNG." GEMA : Jurnal Gentiaras Manajemen dan Akuntansi 12, no. 1 (January 22, 2020): 20–28. http://dx.doi.org/10.47768/gema.v12i1.200.

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Product and service quality is a determinant of the level of satisfaction obtained by the customer after making a purchase and the use of the product to buy back or not. Bukit Randu Restaurant also serves dishes and drinks with a variety of menus. Customers are the parties who play an important role in assessing the quality of products and food and beverage services.The results of data analysis were obtained; product quality variable, service affect the consumer satisfaction of Bukit Randu Bandar Lampung Resto by 83.34%.Product quality and service partially have a positive effect on customer satisfaction. The quality of products and services together has a positive influence on customer satisfaction in Bukit Randu Bandar Lampung restaurant.

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Holm, Mats G. "Service quality and product quality in housing refurbishment." International Journal of Quality & Reliability Management 17, no. 4/5 (June 2000): 527–40. http://dx.doi.org/10.1108/02656710010298562.

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Chaerudin, Satria Mulia, and Afriapoll Syafarudin. "The Effect Of Product Quality, Service Quality, Price On Product Purchasing Decisions On Consumer Satisfaction." Ilomata International Journal of Tax and Accounting 2, no. 1 (January 27, 2021): 61–70. http://dx.doi.org/10.52728/ijtc.v2i1.202.

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This study aims to provide empirical evidence regarding the influence of product quality, service quality, and price on the decision to purchase medical device products and their implications for consumer satisfaction. This study uses the PLS (Partial Least Square) analysis method. This study uses primary data in the form of a questionnaire and is distributed to 141 (one hundred and forty-one) respondents who are users of medical device products, namely apheresis machines. Based on the overall exposure of statistical calculations on structural model analysis and testing that partially, product quality is proven to have a positive and significant effect on purchasing decisions for medical device products, service quality is proven to have a positive and significant effect on purchasing decisions for medical device products, prices are proven to have a positive and significant effect. significant towards the decision-making of medical device product purchasing, product quality proved to have a positive and significant effect on consumer satisfaction of owned medical device products, service quality proved to have a positive and significant effect on consumer satisfaction of medical device products, price proved to have a positive and significant effect on consumer satisfaction of medical device products health. The purchase decision is proven to have a positive and significant effect on consumer satisfaction with medical device products.

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Wang, Heng, and Jin Chang Hou. "Life Cycle Management for Improving Product Service." Applied Mechanics and Materials 58-60 (June 2011): 652–56. http://dx.doi.org/10.4028/www.scientific.net/amm.58-60.652.

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For achieving better environmental performance of products or product systems, it is essential to manage total product life cycle. This paper describes a method for supporting product life cycle management by comprehensive product life cycle simulation, which is a basis for designing and evaluating total product life cycle. For life cycle evaluation, it is important to seek for the better product services, at the same time to seek for lower environmental burden and life cycle management costing. For this purpose, a product usage model is proposed, where customer satisfaction is measured by offered product functionality. The same level of customer satisfaction can be achieved by various different life cycle management options. By taking examples of technologically immature short-life products, like mobile phones, effect of difference of required product service quality is investigated, and appropriate product management strategy is discussed for improving product service quality.

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Sumardi, Sumardi, and Adji Achmad Rinaldo Fernandes. "The influence of quality management on organization performance: service quality and product characteristics as a medium." Property Management 38, no. 3 (April 30, 2020): 383–403. http://dx.doi.org/10.1108/pm-10-2019-0060.

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PurposeThe effect of the quality management system on service performance. The mediating effect of service quality on the influence of the quality management system on service performance. The mediating effect of product characteristics on the influence of the quality management system on service performance.Design/methodology/approachThe analysis unit of this research were the service organizations/fields presented by each of the experts working in the consulting companies/business entities of construction planners that have Grade 4 qualification and have been the members of Inkindo registered since 2016 and located in the territory of Indonesia. The sample target were the organizations/fields of the consulting companies represented by the permanent experts or skilled manpower working accordingly with the field of construction planning services. This becomes important, considering that the position of experts is crucial to the success and quality of the management of construction planner consulting services. Determination of the use of the sample was based on the rule of thumb in SEM, which amounted to 10 × 20 indicators or 200 respondents.FindingsThere is significant influence between the variables of the quality management system to service quality and company performance, but there is no significant effect on product characteristics. The analysis also showed that mediating effects to service quality or characteristics of the product were not found on the influence of the quality management system to company performance.Originality/valueThe quality management system focuses on earning users’ satisfaction by applying basic principles to the management of good companies. The scope of a broad management system not only revolves around the quality of products making the quality management system very well applied in various types of companies or organizations, but it can also be applied to organizing-related services to customers.

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Hidayat, Arief, Harry Soesanto, and Mahfudz Mahfudz. "THE EFFECTS OF PRODUCT QUALITY, SERVICE QUALITY AND ATTRIBUTES RELATED TO SERVICE AS BRAND SWITCHING ANTICIPATION AND THEIR IMPLICATION ON CUSTOMERS’ SATISFACTION." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 16, no. 3 (April 3, 2018): 203. http://dx.doi.org/10.14710/jspi.v16i3.203-220.

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Utilization of clean sources of SWRO products, tank water, and groundwater which are processed by themselves into clean water become an indication of brand switching by a company in Nizam Zachman Ocean Fisheries Port area. Research literature conducted by researchers based on re-purchase decisions led researchers to develop five empirical hypotheses, namely service quality, attribute related to services, product quality, brand switching and customer satisfaction. Data on observed variables were obtained through an interview with a questionnaire to 108 at clean water customer of Indonesian Fisheries Public Company (Perum Perikanan Indonesia) within Ocean Fisheries Port of Nizam Zachman Jakarta and tested by using AMOS statistic software 21. The test result showed that Brand Switching is statistically proven to be influenced by Product Quality, Service Quality and Attributes Related To Service and Customers’ Satisfaction statistically proven to be influenced just by Service Quality while product quality and Brand Switching are not statistically proven influenced on Customer Satisfaction.

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Wang, Heng, and Jin Chang Hou. "Coordination of Product Life Cycle with Product Usage Mode." Advanced Materials Research 268-270 (July 2011): 97–100. http://dx.doi.org/10.4028/www.scientific.net/amr.268-270.97.

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For achieving better environmental performance of products or product systems, it is essential to manage total product life cycle. This paper describes a method for supporting product life cycle management by comprehensive product life cycle simulation, which is a basis for designing and evaluating total product life cycle. For life cycle evaluation, it is important to seek for the better product services, at the same time to seek for lower environmental burden and life cycle management costing. For this purpose, a product usage model is proposed, where customer satisfaction is measured by offered product functionality. The same level of customer satisfaction can be achieved by various different life cycle management options. By taking examples of technologically immature short-life products, like mobile phones, effect of difference of required product service quality is investigated, and appropriate product management strategy is discussed for improving product service quality.

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Ryan, Linda. "An Investigation of Product Service System Models." International Journal of Service Science, Management, Engineering, and Technology 3, no. 2 (April 2012): 35–49. http://dx.doi.org/10.4018/jssmet.2012040103.

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With an increasingly competitive global market, cost, quality, and technology leadership are no longer sufficient for businesses to secure competitive advantage. Customers are increasingly demanding product and service combinations which can be tailored to their specific needs. This is known as Product Service Systems (PSS). PSS allows companies to move up the value chain and focus on delivering knowledge intensive products and services and provide highly customizable product/ service bundles. Due to the inherent differences between products and services, many companies fail to integrate the two effectively and didn’t successfully exploit the potential of an extended service business model. This paper discusses two research based PSS models and PSS models developed through industrial application and feedback. Similarities and differences will be explored, discussed and rationalised in order to gain an understanding of the variations in PSS design approaches.

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Andriyani, Meli, and Riski Ardianto. "Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank." EKOMABIS: Jurnal Ekonomi Manajemen Bisnis 1, no. 02 (August 27, 2020): 133–40. http://dx.doi.org/10.37366/ekomabis.v1i02.73.

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The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

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Arfiana Burhan, R. Dina, Muhammad Najib, and Endri Endri. "Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City." International Journal of Educational Research & Social Sciences 2, no. 2 (April 30, 2021): 402–14. http://dx.doi.org/10.51601/ijersc.v2i2.56.

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The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

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Călin, Floricica Mariana. "Consumer Response to Product and Service Quality." Procedia - Social and Behavioral Sciences 187 (May 2015): 526–31. http://dx.doi.org/10.1016/j.sbspro.2015.03.098.

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Cook, David P., and Dinesh S. Dave. "Structural elements of online service product quality." International Journal of Business Performance Management 6, no. 2 (2004): 189. http://dx.doi.org/10.1504/ijbpm.2004.005015.

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Cravens, David W., Charles W. Holland, Charles W. Lamb, and William C. Moncrief. "Marketing's role in product and service quality." Industrial Marketing Management 17, no. 4 (November 1988): 285–304. http://dx.doi.org/10.1016/0019-8501(88)90032-6.

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Mandasari, Dian, Sri Mulyani, and Cokorda Anom Bayu Sadyasmara. "ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN MANGSI GRILL AND COFFEE DENPASAR." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 3 (September 3, 2019): 336. http://dx.doi.org/10.24843/jrma.2019.v07.i03.p01.

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The Aims of this research were to : (1) find out which of the product and service attributes that considered important by the customer to achieve customer satisfaction on product and service quality in Mangsi Grill And Coffee, (2) Calculate customer satisfaction level on product and service quality in Mangsi Grill And Coffee (3) To determine attributes that need to get priority from Mangsi Grill And Coffee according to the importance and performance level in giving satisfaction to customer in Mangsi Grill And Coffee. This research applied Customer Satisfaction Index (CSI) and Potential Gain In Customer Values (PGCV). The Result of the research showed that all of the service quality attributes considered important by the customer and so does for the 18 of 20 product quality attributes. The level of customer satisfaction based on CSI for service quality is 85% and on product quality is 82%, which shows that consumers are very satisfied with products and services at Mangsi Grill and Coffee. Service quality attributes that need to gain attention are employee appearance with indeks of PGCV 3.739; interior design with indeks of PGCV 3.735; internet availability (wifi) with indeks of PGCV 3.657; and equipments with indeks of PGCV 3.614, while product quality attributes that need to gain priority are food presentation with indeks of PGCV 3.759; the beverage presentation with indeks of PGCV 3.569; discount with indeks of PGCV 3.458 and social media application with indeks of PGCV 3.327. Keywords : coffee, product quality, service quality, customer satisfaction, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV)

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Wang, Dafei, Tinghai Ren, Xueyan Zhou, Kaifu Yuan, and Qingren He. "Dynamic Contract Design of Product-Service Supply Chain considering Consumers’ Strategic Behavior and Service Quality." Complexity 2021 (July 8, 2021): 1–25. http://dx.doi.org/10.1155/2021/6848971.

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With increasing market competition and rapid development of service economy, more and more enterprises are shifting from providing products or services to providing product-service systems (PSSs) that integrate products and services, in order to improve competitiveness and profitability. Meanwhile, consumers have strategic delayed purchasing behavior when purchasing the PSS and high requirements for service quality. This paper investigates the two-period pricing and service quality decisions of product-service supply chain (PSSC) considering consumers’ strategic behavior under decentralized and centralized scenarios. The equilibrium results are compared in two scenarios. In order to eliminate performance loss under the decentralized scenario, we design two-period dynamic contracts to coordinate the PSSC. Furthermore, numerical simulation is provided to verify the feasibility of the contracts. The following conclusions can be drawn: (1) the higher the service input-efficiency, the more beneficial for alleviating consumers’ strategic purchase behavior under two scenarios, but this mitigation effect is more obvious under the centralized scenario. (2) Compared with the centralized scenario, the service quality is lower, the two-period PSS sales prices are higher, and the two-period profit is lower under the decentralized scenario. The proportion of service valuation (accounts for the valuation of PSS) will promote the widening of the service quality gap under two scenarios, but in some cases, the service input-efficiency will weaken the promotion effect of the proportion of service valuation. (3) The design of the two-period combined contracts depends on the proportion of service valuation. When the proportion of service valuation is high, the “two-period revenue sharing + service-cost sharing” combined dynamic contract can achieve PSSC perfect coordination. However, when the proportion of service valuation is low, it is necessary to design complexity combined dynamic contract which can achieve PSSC perfect coordination.

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Muctharom, Moch Zaenal Azis. "Pengaruh Kualitas Produk Murabahah, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Di Baitul Maal Wat Tamwil Nurul Ummah Ngasem Bojonegoro." Journal of Sharia Economics 1, no. 1 (August 16, 2019): 41–54. http://dx.doi.org/10.35896/jse.v1i1.57.

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Abstract This study aims to clearly describe the quality of murabahah, haraga, service quality and customer satisfaction at Baitul Maal Wat Tamwil Nurul Ummah Ngasem-Bojonegoro. The second objective is to examine the significant influence of murabaha product quality on customer satisfaction. The third objective is to examine the significant effect of Price on customer satisfaction. The fourth objective is to examine the influence (quality of murabaha products, Price and Service Quality) silmutanously on customer satisfaction. The fifth objective is to test the most dominant (murabaha product quality, price and service quality to customer satisfaction). The study population is the Customer at Baitul Maal Wat Tamwil Nurul Ummah Ngasem-Bojonegoro. Sampling amounted to 56 respondents. Analysis of the study was conducted using data collection methods, questionnaires, interviews, observation and documentation. Data analysis techniques using SPSS 19.0 with the stages are (1) validity and reliability test (2) multiple regression analysis (3) hypothesis testing is t test and f test. Descriptive analysis results show: The results of the study indicate that there is a significant influence between product quality on customer satisfaction, while price has no significant effect on customer satisfaction and service quality has no significant effect on customer satisfaction. Between product quality, price and quality services, the most dominant influence on customer satisfaction in KJKS BMT Nurul Ummah Ngasem-Bojonegoro is product quality. Keywords: Murabaha product quality, price, service quality and customer satisfaction

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Kumar, Vikas, and Bikramjit Singh Hundal. "Evaluating the service quality of solar product companies using SERVQUAL model." International Journal of Energy Sector Management 13, no. 3 (September 2, 2019): 670–93. http://dx.doi.org/10.1108/ijesm-07-2017-0007.

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Purpose This study aims to consider a five-factor model to evaluate the service quality of solar product companies in the context of rural Punjab (India) and validate the proposed model. In addition, the study considered the factors which affect the service quality of solar product companies. Design/methodology/approach A five-factor model of service quality has been tested for reliability and validity by confirmatory factor analysis. For determining satisfaction of the solar product users, SERVQUAL model/gap analysis has been applied. Five dimensions, namely tangibility, reliability, responsiveness, assurance and empathy have been considered to assess the overall satisfaction level. A modified scale of Parasuraman incorporated in 1985 has been used as a survey instrument for research. A sample size of 345 solar submersible pump users was selected. Findings The study concluded that dimensions such as reliability, responsiveness, assurance and empathy have lesser gap. The major gap has been found in the tangibility dimension which includes variables like modern design of solar energy products, facilities and attractiveness, variety of solar products and performance of solar products, etc. Research limitations/implications As primary data are concerned, the biasness of the respondents may affect the results of the study. The survey has been conducted in the Punjab region, and a sample size is 345 only which may not reflect the broader picture. Practical implications Solar energy has huge benefits in the Indian agriculture sector. The erratic state of power supply in India casts important costs on agriculture productivity. One such segment concerns systems, an important input for agriculture production. The study has implications for solar energy product manufacturers, as it makes them aware about customer perception toward services of solar product companies. Social implications To decrease pollution and to save the environment, solar energy technologies have a good potential energy source and to meet the global energy demand, as it is the most promising and reliable energy source. Originality/value The existing studies in the context of service quality of solar product companies in Punjab have been majorly confined to proposing key drivers toward adoption of renewable energy sources. By providing an insight into the satisfaction level of farmers for solar submersible pumps, the proposed study attempts to fill the gap. As the study relates to solar product users in rural Punjab, the findings will be of additional value to solar product companies which are manufacturing solar products. Therefore, it is expected that this research will fill the gap in literature by studying empirically the service quality of solar product companies.

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Wisanggeni, Pandu Desta, Amna Hartiati, and Cokorda Anom Bayu Sadyasmara. "Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di “Waroeng Kampoeng” Jimbaran menggunakan Metode Customer Satisfaction Index (CSI) dan Potential Gain Customer Value (PGCV)." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 8, no. 4 (December 26, 2020): 535. http://dx.doi.org/10.24843/jrma.2020.v08.i04.p06.

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"Waroeng Kampoeng" is a culinary business that has a menu variant of Chinese food & Indonesian food which is always crowded with visitors, however, an analysis of customer satisfaction is needed to support the successful achievement of satisfaction from service and product quality at a restaurant. The purpose of this research is to (1) find out what attributes are considered important by consumers for achieving customer satisfaction with the quality of products and services in "Waroeng Kampoeng" (2) to measure the performance of services provided "Waroeng Kampoeng" for customer satisfaction (3) determine the level customer satisfaction with products and services in "Waroeng Kampoeng" (4) determine the attributes that need to get priority from the company based on the level of importance and performance to provide satisfaction with customer satisfaction in "Waroeng Kampoeng". The method used to measure the level of customer satisfaction in this study is by distributing questionnaires to 95 selected respondents and will be calculated using the Customer Satisfaction Index (CSI) and Customer Benefit Potential Value (PGCV) with two observed service quality variables, namely direct evidence. , reliability, responsiveness, assurance and empath. Meanwhile, the second variable is the product quality variable which is observed is menu, price, and promotion. The results showed that there are 2 important attributes in determining customer satisfaction with service quality at "waroeng Kampoeng", namely direct evidence and assurance. Meanwhile, the product quality in "Waroeng Kampoeng" is the price and product. The service performance that is already good at "waroeng Kampoeng" is direct evidence that includes cleanliness of the place, cleanliness of the equipment used and WIFI facilities, while what includes guarantees is employee knowledge of the menu, transaction convenience and employee behavior. While the product performance that is already good in "waroeng Kampoeng" is the quality of the product which includes the taste of the drink, the presentation of the drink, the suitability of the food price with the portion, the suitability of the price of the drink with the portion, the variety of the food menu with quality, the suitability of the drink price with the quality and the suitability of the food price. with quality. Based on the customer satisfaction index service quality in "waroeng kampoeng" obtained 79% and the product quality customer satisfaction index in "waroeng kampoeng" 78%, which is included in the satisfied category. The PGCV results show that the attribute that needs to be improved from service quality is employee behavior because the value obtained is 3.23 and the attribute that needs to be improved from the product quality is the suitability of the price of the drink with the quality with the value obtained of 2.93. Keywords : customer satisfaction index, quality of product, quality of service, potential gain customer value.

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Yu, Tian Biao, Jing Zhou, Jun Mei Ding, and Wan Shan Wang. "System of Networked Technical Service Oriented Product Lifecycle." Applied Mechanics and Materials 16-19 (October 2009): 607–11. http://dx.doi.org/10.4028/www.scientific.net/amm.16-19.607.

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In order to improve quality and efficiency of technical service, a new mode of technical service is presented, which is networked technical services oriented product lifecycle. Definition of the networked technical services is put forward, feature of the networked technical services is analyzed and function of the networked technical services system is introduced. Base on these works a prototype system of the networked technical service is developed. Results of the system running prove correctness of theory and feasibility of technology.

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Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Description of Florists' Cognitive Structure and Perceived Performance of Supplier Services through Second-order Factor Analysis." Journal of the American Society for Horticultural Science 116, no. 1 (January 1991): 161–65. http://dx.doi.org/10.21273/jashs.116.1.161.

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Retail florists' performance ratings of services provided by wholesale growers, wholesale florists, and grower-shippers/brokers were factor-analyzed to yield a hierarchical classification of customer service in floral distribution. Nine customer service factors were identified and three major independent classes of customer service were defined, including 1) physical distribution, 2) marketing, and 3) product quality services. Florists rated the performance of suppliers' physical distribution services higher than marketing and product quality services. Florists' perception of physical distribution and product quality services did not vary across type of supplier, but for marketing services, florists rated wholesale growers higher in performance than wholesale florists. The hierarchical classification of customer service and service performance profiles provide the floral industry with relevant market information for the successful development and effective implementation of customer service programs.

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Budhiman, Alfiqri Imam, Endang Sulistya Rini, and Fadli . "Analysis of Indihome Competitive Advantage Strategy PT Telkom Indonesia (Tbk) Witel Medan." International Journal of Research and Review 8, no. 9 (September 4, 2021): 49–56. http://dx.doi.org/10.52403/ijrr.20210909.

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Reflecting on the conditions with very tight business competition in the telecommunications and internet industry in Indonesia, this directly requires Telkom to implement an appropriate competitive strategy in managing its business. PT Telkom Indonesia has an internet service product that is Indihome. Indihome service products are considered not to pay attention to network quality, service quality and price, so research on Indihome competitive advantage strategy is needed. The purpose of this study was to analyze product quality, service quality and price on the competitive advantage of Indihome PT Telkom Indonesia Witel Medan. This type of research uses a descriptive verification method with a quantitative approach and uses 100 samples. This research uses qualitative and quantitative data types. The results of this study are product quality, service quality and price have a positive and significant effect on competitive advantage and the higher the product quality, service quality and price provided, the more competitive ad-vantage of IndiHome. Keywords: product quality, service quality, price and competitive advantage.

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Izzatillah, Millati. "QUALITY MEASUREMENT OF TRANSPORTATION SERVICE APPLICATION GO-JEK USING ISO 25010 QUALITY MODEL." Simetris: Jurnal Teknik Mesin, Elektro dan Ilmu Komputer 10, no. 1 (April 30, 2019): 233–42. http://dx.doi.org/10.24176/simet.v10i1.2945.

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GO-JEK is the most widely used transportation service application by Indonesian society that its users reached 21.6% of the total users of transportation service application. GO-JEK application has 12 services include many functions that must running well. The services can be ordered by multiple users in the same time. Based on that condition, quality of GO-JEK application need to be measured that all functions running well or not. So, the result will be better application performance using mobile application quality measurement standards ISO 25010 Quality Model. Testing result of all subcharacteristics in ISO 25010 Quality Model, quality of GO-JEK application in Product Quality dimension is 79.30% on Android device and 80.88% on iOS device from maximum product quality value of mobile application is 91.37%. While in Quality in Use dimension is 76.22% from maximum quality in use value of mobile application is 94.75%. These things show GO-JEK application have a good quality in product quality dimension and in quality in use dimension or the user’s perspective.

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Bae, Hye Jeong, Hosun Rhim, Hojung Shin, In-Seok Yang, and Seuck-Cheun Yoo. "Impact of Product and Service Quality on Service and Product Loyalty in a Automobile Industry." Journal of the Korean society for quality management 40, no. 4 (December 31, 2012): 599–614. http://dx.doi.org/10.7469/jksqm.2012.40.4.599.

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Stojmenović, Gordana, and Miloš Pavlović. "QUALITY AS A MANAGEMENT ACCOUNTING ACTIVITY AND ITS IMPACT ON COMPANY COMPETITIVENESS." Knowledge International Journal 34, no. 5 (October 4, 2019): 1317–21. http://dx.doi.org/10.35120/kij3405.

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The present time, as well as the period ahead, is a period of quality, and if it is to survive in the world of business, business system management and product development planning should focus on quality Developed countries based their development half a century ago on: quality of processes, products and services, which they still maintain today.Today, such a trend exists in underdeveloped countries. Numerous quality messages are regularly encountered in everyday life. Organizations and individuals through the media send messages that they are selling a product or providing a top quality service, and do not really know what the quality is and who is competent to evaluate the quality of a business system, process, product or service. The first modern quality concept, built on a methodological and scientific approach, was applied in Japan after the Second World War. Thanks to this concept of quality, by then, poor quality and cheap Japanese products were fast becoming in demand all over the world.

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Indrianti, Nur, Devika Kumala, and Tri Wibawa. "QFD APPROACH FOR QUALITY IMPROVEMENT OF A SUSTAINABLE PRODUCT-SERVICE SYSTEM." International Journal of Service Management and Sustainability 1, no. 1 (June 24, 2019): 76. http://dx.doi.org/10.24191/ijsms.v1i1.6036.

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Increasing awareness of the importance of services has given rise to the concept of product-service system where goods and services are sold as an integrated package to customers. On the other hand, the emerging sustainability concept has escalated the demand for sustainability for industries. Consequently, it is necessary to build strategies that lead the company to achieve sustainability goals while keeping competitiveness. Drawing on the necessity service and sustainability concept in the quality improvement of the product-service system, this study aims to develop a systematic design tool by filling the gap to the previous studies. We used Quality Function Deployment (QFD) approach by considering customer requirements (VoC) and stakeholder requirements (VoSt), instead of VoC only, based on the service and sustainability dimensions. We refer to the proposed QFD approach as QFDSPS. We introduce service productivity index (SPI) to measure the performance of the system. Thus, in the proposed methodology, the strategies for quality improvement were defined as subject to VoC, VoSt, and SPI. The methodology was implemented in a Javanese restaurant which meets the characteristics of a product-service system. The result shows that the proposed method can be implemented. The implications due to the implementation of the method are also discussed.

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Oktavenia, Kadek Ayuk Riska, and I. Gusti Agung Ketut Sri Ardani. "PENGARUH KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN HANDPHONE NOKIA DENGAN CITRA MEREK SEBAGAI PEMEDIASI." E-Jurnal Manajemen Universitas Udayana 8, no. 3 (December 5, 2018): 1374. http://dx.doi.org/10.24843/ejmunud.2019.v08.i03.p08.

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This study aims to determine the effect of product quality on Nokia mobile phone purchase decision with brand image as mediator. This research was conducted in Denpasar City. The number of samples taken is 99 samples with nonprobability sampling method, especially Accidental sampling or convenience sampling. The data were collected through questionnaires with Likert scale 1-5. The analysis technique used is Partial Least Square (PLS) analysis. The results of the study found that product quality has a significant positive effect on purchasing decision, brand image hasa significant positive effect on purchasing decision, product quality has a significant positive effect on brand image and brand image mediating the effect of product quality on purchasing decision. Companies should conduct market research to make the product or product specifications suitable and suitable to be incorporated in Nokia mobile phone products. In the service, the company must work together with various vendors of Nokia mobile phones both sales and service spare parts, service, and guarantees by multiplying the cooperation with them, with these consumers will easily obtain the services needed.

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Garusinghe, Asanka, Indika Perera, and Dulani Meedeniya. "Service oriented product lines - managed service level agreements for better quality of service." International Journal on Advances in ICT for Emerging Regions (ICTer) 10, no. 2 (December 10, 2017): 1. http://dx.doi.org/10.4038/icter.v10i2.7184.

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Abdullah, Mochammad Chavi, and Joko Suyono. "THE EFFECT OF PRODUCT QUALITY, SERVICE QUALITY, REFERENCE GROUPS FOR REPURCHASE INTENTION IN A KOPI GAPTEK SURABAYA." Journal of World Conference (JWC) 1, no. 2 (November 21, 2019): 282–88. http://dx.doi.org/10.29138/prd.v1i2.153.

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The intention to repurchase is the intention to repurchase a product twice or better for the same or different products. Therefore this study aims to analyze whether product quality, service quality, and reference groups can influence consumers' repurchase intention to buy gaptek coffee shop products located in jl. dinoyo. This research is quantitative research with a sample of 160 respondents. Furthermore, the data were analyzed using multiple linear regression analysis techniques and classical assumption tests. The results showed that three hypotheses showed 1 was not significant (product quality) and the other showed significance.

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Kusuma Putra, Aris Ginajar, and Suyoto Suyoto. "PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN KONSUMEN PADA RESTAURAN IGA BAKAR MAS GIRI PURWOKERTO." Media Ekonomi 14, no. 1 (May 1, 2017): 20. http://dx.doi.org/10.30595/medek.v14i1.1300.

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This study amied to investigate the effect of product quality and service quality in the restaurant ribs grilled Mas Giri Purwokerto throught testing either simultaneously or partially. The method used in the analiysis method used is multipele linear regression with the significant level (ᾳ) of lees than 0.05. These result indicate that the product quality and quality of service simultaneously affect coustemer satisfaction, product quality and service quality in partial satisfaction of the coustemer, with a significant value of 0,00 and 0,00 is less than 0,05. Keywords : Quality Products, Quality Service and Coustemer Satisfaction.

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Depiana, Evi, and Hartelina Hartelina. "Marketing Service on Customer Satisfaction of Yamaha Motorcycles at PT Ramarayo Perdana Karawang." Aptisi Transactions on Management (ATM) 5, no. 1 (January 5, 2021): 11–19. http://dx.doi.org/10.33050/atm.v5i1.1363.

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The rise of trade in this era makes the market tougher competition to make companies have to take appropriate steps and strategies in order to win competition with competitors in the market. This was also experienced by motorcycles, one of which was a Yamaha motorcycle which experienced a decline in sales in 2019 from month to month. Many factors affect it. In this study the variables used are product quality, after sales service, and customer satisfaction. This research uses a descriptive approach, and verification. Samples obtained were 383 respondents who were consumers of PT Ramarayo Perdana Karawang by using purposive sampling technique, data analysis used in this study was the validity test, reliability test, classic assumption test, and path analysis. The results of this study indicate the quality of products and after-sales services have a strong enough relationship, which is equal to 50.3%. then partially product quality has an effect of 39.3 then partially after sales service has an effect of 15.3% on customer satisfaction. Together the quality of products and after sales service has an effect of 50.3% which is the contribution of other variables not examined. Then it can be seen that product quality is more dominant in influencing customer satisfaction. PT Ramarayo Perdana Karawang is advised to pay more attention to Product Quality and After Sales Service for customer satisfaction.

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Saputra Nasution, Teguh Iman, and Tri Kurniawati. "PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PRODUK NISSAN GRAND LIVINA." Jurnal Ecogen 1, no. 4 (March 20, 2019): 880. http://dx.doi.org/10.24036/jmpe.v1i4.5667.

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Abstract: The objectives of this study are to: 1) Analyze the effect of product quality on customer satisfaction on Nissan Grand Livina Products. 2) Analyzing the effect of service quality on customer satisfaction on Nissan Grand Livina Products. 3) Analyzing the effect of product quality and quality of service simultaneously on customer satisfaction on Nissan Grand Livina Products. The type of method of this research is quantitative research methods. The population in this study is to customers who use the Nisaan Grand Livina product whose numbers are unknown. Sampling technique using accidental sampling is the determination of samples based on respondents who meet the criteria, namely those who use Nissan Grand Livina products. Furthermore, using the Cochran formula, so that a sample of 100 people is obtained.Data collection techniques using primary data in the form of questionnaires. For data analysis used multiple regression analysis using the SPSS program. The results showed that product quality and service quality had a significant effect on customer satisfaction.Keyword:product quality, service quality and customer satisfaction.

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Kandampully, Jay. "Quality management in retailing through 'service-product design'." Total Quality Management 8, no. 1 (February 1997): 41–54. http://dx.doi.org/10.1080/09544129710431.

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Silalahi, Irene Sinta, Johny R. E. Tampi, and Aneke Y. Punuindoong. "Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang." JURNAL ADMINISTRASI BISNIS 8, no. 2 (April 25, 2019): 67. http://dx.doi.org/10.35797/jab.8.2.2019.23564.67-74.

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This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

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Isniah, Sarah, Romli Septiadi, and Aprillia Susmita. "The influences of product quality, price and service quality to increase consumer satisfaction of Dorayaki product at CV Abe Seika." Operations Excellence: Journal of Applied Industrial Engineering 12, no. 2 (July 31, 2020): 263. http://dx.doi.org/10.22441/oe.2020.v12.i2.012.

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Business is a trade undertaken by group organized in order to make a profit by producing and selling goods and services to meet the community needs. Business is not only seen from the clothing business but other like food or beverage business that encompasses the entire world. In this modern business era, more and more emerging SMEs make competition tighter. By examining the influence of product quality, price, it is and service quality variables that expected in this research strategy output can increase consumer satisfaction of Dorayaki products at CV Abe Seika. The survey method with a quantitative approach was used in this study.The questionnaire results were processed using SEM (structural equation modeling). From the study results known that produced a strategy of product quality variables with Dorayaki product quality indicators. It is expected to increase customer satisfaction from implementing results the right strategy. Therapy needs further research on success of this consumer satisfaction assessment.

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Nurhayati, Nurhayati, and Fatmasaris Sukesti. "PENINGKATAN LOYALITAS NASABAH BANK SYARIAH MELALUI PENINGKATAN KUALITAS LAYANAN DAN KEPUASAN NASABAH DENGAN VARIABEL RELIGIUSITAS SEBAGAI VARIABEL MODERATING (Studi pada Bank Syariah di Kota Semarang)." Economica: Jurnal Ekonomi Islam 7, no. 2 (January 3, 2017): 141. http://dx.doi.org/10.21580/economica.2016.7.2.1158.

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Competitive rivalry between conventional banks and Islamic banks make Islamic banks should be able to compete with conventional banks in providing good quality of service, product quality and customer satisfaction, thereby increasing the number of customers. Quality of service also can affect customer loyalty directly and indirectly. The quality of service and satisfaction to encourage customers to be loyal to a company's products and services that have an impact on the improvement of market share for a product. Quality of service and customer satisfaction, especially in service companies is very important in retaining customers in a long time. Quality of service and customer satisfaction will determine the performance of the company. Factors religiosity in Indonesia also played in determining and pushing for elections on islamic bank customers because the system for different results offered by the system of interest of conventional banks. These results indicate that the quality of service and level of customer satisfaction and religiosity jointly effect on customer loyalty. Quality of service and customer satisfaction levels also have an effect on customer loyalty which variabels most influence on customer loyalty is the degree of religiosity.

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Ekasari, Ratna, Dewi Agustya, Nikma Yucha, Donny Arif, Darno, Dini Retnowati, Andita Ayu Mandasari, Evy Ratnasari, Siti Nur Husnul Yusmiati, and Lilla Puji Lestari. "Effect of Price, Product Quality, and Service Quality on Customer Satisfaction on Online Product Purchases." Journal of Physics: Conference Series 1175 (March 2019): 012287. http://dx.doi.org/10.1088/1742-6596/1175/1/012287.

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Морозов, Владимир, and Vladimir Morozov. "Impact of objective and subjective indicators of service quality on consumption of domestic services." Services in Russia and abroad 9, no. 3 (November 26, 2015): 156–67. http://dx.doi.org/10.12737/14404.

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Currently, the final product (goods or services) becomes more intangible due to the presence service component in its structure, comprising a set of additional accessories and services. In fact, the presence of the service components in the product is not an innovation in pure form. Issues related to the quality of customer service have been in focus in the 70-80-ies XX century, in the so-called Soviet period. The need to improve the level of service to ensure product competitiveness and achieving enterprise competitive advantages is the peculiarity of consumer market development nowadays. The article discussed the necessity and possibility of turning traditional consumer services in a service product that has certain competitiveness, i.e. the ability to generate demand through the service components. Moreover, the author examines two groups of indicators of quality of service - objective and subjective. The empirical part of the research is dedicated to testing the theoretical conclusions about the impact of service quality on the consumption of domestic services. The empirical part of the research is dedicated to testing the theoretical conclusions about the impact of service quality on the consumption of domestic services. For this purpose, the author carried out the special marketing research of consumers of domestic services. The methodology of the research has been offered by scientists of Russian State University of Tourism and Service. The survey, which covered 400 people, became the main instrument for collecting information. It was carried out in Mytishchi, Pushkino and Korolev. These cities are among the most developed in the socio-economic and consumer context in North-Eastern suburbs of Moscow region. Marketing research, given in article, allowed forming the structure of consumption of consumer services, revealing the effect of indicators (factors) of quality of services consumption, and making forecast of increasing consumption upon condition of elimination of the negative influence of specific factors.

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Kadalora, Eka, A. A. P. Agung Suryawan Wiranatha, and Amna Hartiati. "TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN BALI BAKERY." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 3 (September 3, 2019): 478. http://dx.doi.org/10.24843/jrma.2019.v07.i03.p15.

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The aim of this study are 1) To find out the attributes that are considered important by consumers in order to achieve the consumer satisfaction of Bali Bakery 2) To determine the level of consumer’s satisfaction on the products and services provided by Bali Bakery 3) To determine the attributes that considered to get priority in Bali Bakery, based on the level of suitability between interests and performance to provide the satisfaction to the consumers. The data of this study was obtained by distributing 187 questionnaires to the consumers of Bali Bakery Hayam Wuruk Denpasar branch. The Importance Performance Analysis method was used to determine the level of consumer satisfaction related to product quality and service quality performed by the company. The results of the study indicate that consumers were satisfied toward the quality of the product and the quality of services provided by the company. The level of consumer satisfaction toward the product quality was 80,34% and toward the service quality was 81.27%. The attributes that need to be prioritized were all of variables in quadrant A, namely affordable product prices, product packaging that was able to keep the product from being damaged to its destination, the availability of adequate parking space, employees of Bali Bakery providing the same service regardless of social status, and the Bali Bakery restaurant established the opening hours in accordance to the needs of consumers. Keywords: Consumer Satisfaction, Importance Performance Analysis, Cartesian Diagram.

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Lestari, Setyani Dwi, Mariah Mariah, Heni Iswanti, and Umbar Riyanto. "The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior." GATR Journal of Management and Marketing Review 4, no. 2 (June 25, 2019): 149–56. http://dx.doi.org/10.35609/jmmr.2019.4.2(7).

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Objective – Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services. The development and improvement of service quality from the banks should be the center of public attention. This is because of the tight competition in terms of quality of the services, products, and marketing strategies undertaken by the banks. In an environment of tight competition, the top priorities of service companies such as banks are customer satisfaction and excellent service quality in order to improve customer loyalty and word-of-mouth behavior. This research aims to study, analyze, and explore the effect of product, service, and customer satisfaction on word-of-mouth (WOM) behavior at PT Bank Jakarta. Methodology/Technique –The models used in this research is a descriptive and associative model using SPSS 19. This study uses a simple random sampling technique with a total sample of 80 people. The research instrument used as a measuring tool in this study is a questionnaire consisting of 40 statements. Findings & Novelty – The result of this research show that product (X1), service (X2), and customer satisfaction (X3) simultaneously affect word-of-mouth behavior (Y). The results conclude that PT Bank Windu Kentjana International Tbk Jakarta should improve the quality of its products and services delivered to its customers and prospective customers in order to build their loyalty and improve their word-of-mouth. Type of Paper: Empirical Keywords: Product; Service; Customer Satisfaction; Word of Mouth Behavior. Reference to this paper should be made as follows: Lestari, S. D.; Mariah, Iswanti, H.; Riyanto. U. 2019. The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior, J. Mgt. Mkt. Review 4 (2): 149 – 157 https://doi.org/10.35609/jmmr.2019.4.2(7) JEL Classification: M30, M31, M39.

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Setiarini, Dita Septi, and Sendhang Nurseto. "THE EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE TO CUSTOMER SATISFACTION (Case Study on Simpedes Savings Products Customer of BRI Unit Tugu Semarang)." JURNAL ADMINISTRASI BISNIS 6, no. 2 (July 2, 2018): 110. http://dx.doi.org/10.14710/jab.v6i2.16612.

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In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902).Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.In the competitive situation of banks, banks as an industry engaged in services not only offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang.This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of SPSS 16.0 program.The results of this study can be concluded that partially these variables have a significant effect on customer satisfaction. Service Quality affects customer satisfaction with t count (7,568)> t table (1,9845). The value of customer influence on customer satisfaction with t count (8,373)> t table (1,9845). Simultaneously, the variable of service quality and customer value have an effect on customer satisfaction with result of F count (73,837) > F table (3,0902). Suggestions that can be given in the research is the BRI Tugu Unit need to improve the service quality by adding employees who assist customer transactions at the teller, adding facilities for space services such as chairs and drinking water and provide attractive interest rates on Simpedes savings products.

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Mañez, Juan A., Rafael Moner Colonques, Jose J. Sempere-Monerris, and Amparo Urbano. "Brand price differentials in retail distribution: product quality and service quality." Applied Economics 48, no. 59 (May 30, 2016): 5749–60. http://dx.doi.org/10.1080/00036846.2016.1184377.

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Hanaysha, Jalal, Haim Hilman Abdullah, and Noor Hasmini Abd Ghani. "Importance of product quality and service quality in developing brand equity." J. for Global Business Advancement 9, no. 4 (2016): 390. http://dx.doi.org/10.1504/jgba.2016.079883.

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Purba, Humiras Hardi, Fransisca Debora, Choesnul Jaqin, and Hendra Adiyatna. "SERVICE QUALITY ANALYSIS: AN EMPIRICAL STUDY OF CUSTOMER SATISFACTION IN A HEALTHCARE." Jurnal Teknologi dan Manajemen 19, no. 1 (April 8, 2021): 33–38. http://dx.doi.org/10.52330/jtm.v19i1.22.

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Business competition is increasingly fierce, demanding that companies must provide the best products and services to customers. The quality of a product or service is an essential aspect for the continuity of a business, especially those attribute items that are directly felt by customers when purchasing or using a product. This study was aimed to analyze the quality of service to customers in a hospital-based on customer preferences. Customer assessment of each hospital quality indicator was performed through filling out questionnaires by inpatients, to determine the gap between the importance and performance levels. The analytical method used was Importance-Performance Analysis-IPA. As many as 25 quality indicators are identified from SERVQUAL. The quality dimension that becomes a priority for improved performance is related to Reliability, Assurance, and Empathy.

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Lei, Ting, and Yan Wang. "The Study of Influencing Factors of the Online Banking Information Security Products Service Quality." Applied Mechanics and Materials 644-650 (September 2014): 5703–9. http://dx.doi.org/10.4028/www.scientific.net/amm.644-650.5703.

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The service quality of the online banking information security product has become the important bottleneck of every financial institution to further explore online market and development potential customers. Through study the domestic and overseas scholars about the quality of service fields putting the part of the research extends to the service quality of the online banking information security product measurement process, and trying to build the measurement model suit for the service quality of the online banking information security product. We survey the university student of shaanxi Xian and use the internet to investigation while using the factor analysis and multiple regression method to verify the evaluation model and assessment index of rationalities. We extract the main influence factors of the service quality of the online bank information security products, preceding a deeper analysis. Finally, we derive the main influence factor of the service quality of the online bank information security products.

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Vescovi, F. D., T. Lankester, E. Coleman, and G. Ottavianelli. "Harmonisation Initiatives of Copernicus Data Quality Control." ISPRS - International Archives of the Photogrammetry, Remote Sensing and Spatial Information Sciences XL-7/W3 (April 29, 2015): 713–19. http://dx.doi.org/10.5194/isprsarchives-xl-7-w3-713-2015.

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The Copernicus Space Component Data Access system (CSCDA) incorporates data contributions from a wide range of satellite missions. Through EO data handling and distribution, CSCDA serves a set of Copernicus Services related to Land, Marine and Atmosphere Monitoring, Emergency Management and Security and Climate Change. The quality of the delivered EO products is the responsibility of each contributing mission, and the Copernicus data Quality Control (CQC) service supports and complements such data quality control activities. The mission of the CQC is to provide a service of quality assessment on the provided imagery, to support the investigation related to product quality anomalies, and to guarantee harmonisation and traceability of the quality information. In terms of product quality control, the CQC carries out analysis of representative sample products for each contributing mission as well as coordinating data quality investigation related to issues found or raised by Copernicus users. Results from the product analysis are systematically collected and the derived quality reports stored in a searchable database. The CQC service can be seen as a privileged focal point with unique comparison capacities over the data providers. The comparison among products from different missions suggests the need for a strong, common effort of harmonisation. Technical terms, definitions, metadata, file formats, processing levels, algorithms, cal/val procedures etc. are far from being homogeneous, and this may generate inconsistencies and confusion among users of EO data. The CSCDA CQC team plays a significant role in promoting harmonisation initiatives across the numerous contributing missions, so that a common effort can achieve optimal complementarity and compatibility among the EO data from multiple data providers. This effort is done in coordination with important initiatives already working towards these goals (e.g. INSPIRE directive, CEOS initiatives, OGC standards, QA4EO etc.). This paper describes the main actions being undertaken by CQC to encourage harmonisation among space-based EO systems currently in service.

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Noor Azman, Nasrul Hakimi, Ng Kah Xsin, Nur Sorfina Suleiman, Nur Iman An Nisaa Nor Azman, Nor Azirah Ayub, Nur Sabrina Mohd Halid, Nur Atiqah T. N. Winda Wijaya, Nur Adila Anati Md Shah, Isai Amutan Krishnan, and Vasudevan Naidu Kanan. "Customers’ Satisfaction Towards 99Speedmart based on Product Quality and Service Quality in Bangsar, Kuala Lumpur." Malaysian Journal of Social Sciences and Humanities (MJSSH) 5, no. 10 (October 11, 2020): 285–300. http://dx.doi.org/10.47405/mjssh.v5i10.537.

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Convenience stores have been providing basic needs for their customers and have become one of the customer’s pleasure to come to shop the essential needs for the household. This study focuses on the customer’s satisfaction towards 99Speedmart by looking into two variables, which are Service Quality (SERVQUAL) and product quality. These two variables are vital to any business as it would affect its loyal customers if any of these did not meet their expectations. A survey was conducted by distributing the adapted questionnaire to 238 respondents that comprise three sections. The data was analysed quantitatively by using SPSS SPSS. It was found that many respondents showed positive results towards 99Speedmart which they are partly agreed that 99Speedmart provides good quality products and services.

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Solimun, Solimun, and Adji Achmad Rinaldo Fernandes. "The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty." Journal of Management Development 37, no. 1 (February 12, 2018): 76–87. http://dx.doi.org/10.1108/jmd-12-2016-0315.

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Abstract:

Purpose The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty, in a study in Telkomsel-Indonesia. The product used in this research will take the telecommunication service product categories with a number of products available in the market. In this research, the telecommunication service products of Telkomsel with various features as the research objects were studied. Design/methodology/approach The population of this research is Telkomsel customers who use the products of Halo, As and Simpati, domiciled in Malang, 2016. Since it was impossible to get the exact number of customers, the population in this study is infinite. The study had a sample size of 200 respondents. This research uses the structural equation modeling (SEM) analysis techniques along with AMOS methods. Findings The quality of service, service orientation, and strategy marketing mix applied by the company are not all variables can directly affect customer loyalty, but must first going through satisfaction. Which means that companies must first need to understand what the customer needs through variable service quality, service orientation, and marketing mix strategy so that the customers feel loyal when the level of satisfaction is resolved. The service quality provided by the telecommunications industry needs to be improved in order to improve customer satisfaction and loyalty of telecommunications services, especially for Telkomsel in Malang. Originality/value Originality for this paper shows: mediation effect (using the Sobel test) customer satisfaction on the effect of service quality, service orientation and marketing mix strategy to customer loyalty; location of the study (no previous research for this relationship): telecommunication services in Malang, Indonesia.

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