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Journal articles on the topic 'Satisfaction on service'
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1
Silitonga, R. M., R. Sukwadi, Y. T. Jou, and M. A. Alamsyah. "Customer satisfaction in quality measurement services: A hybrid customer satisfaction analysis." Journal of Modern Manufacturing Systems and Technology 5, no. 2 (2021): 59–68. http://dx.doi.org/10.15282/jmmst.v5i2.6853.
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Developments in the business world have always experienced rapid growth to date, and both businesses are engaged in services or non-service fields. The development of an economy accompanied by the development of technology and science creates increasingly fierce competition, especially in quality measurement services. Therefore, this study presents a Fuzzy-SERVQUAL, IPA, and PGCV Index method, which adequately assists practitioners in identifying critical service attributes. Satisfaction analysis used the Fuzzy-SERVQUAL method to obtain a defuzzification value where the results are inputs for the IPA method. The IPA method found that the weaker attributes of the quality measurement services are prices that need to be linear with the quality and should promptly resolve problems. The PGCV Index method ranks the service attributes prioritized to improve efforts to improve the quality of service. This framework enables quality measurement services to identify their current quality level and focus on weaker attributes to improve their service quality.
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Suparningsih, SE, MM, Dra Budhi, Harry Indra Tjahyo, and Suharto Suharto. "Measuring Community Satisfaction in Local Authority: Important Satisfaction Analysis." KRISNADWIPAYANA INTERNATIONAL JOURNAL OF MANAGEMENT STUDIES 1, no. 1 (2022): 1. http://dx.doi.org/10.35137/kijms.v1i1.721.
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Local authority has the imperative rules to obtain community satisfaction through its performance. Quality services delivered to community driving prosperous local authority to delight community. Therefore, this research attempt to develop framework on community satisfaction through service quality dimensions. Important satisfaction analysis is deployed to measure community satisfaction towards service quality provided by local authority. The gap from this analysis enables to cater the level of importance and satisfaction of service quality provided by local authority. This method proposed in this study facilitates local authority to perform service excellence for the community.
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Budhi Suparningsih, Harry Indra Tjahyo, and Suharto. "Measuring Community Satisfaction in Local Authority: Important Satisfaction Analysis." Krisnadwipayana International Journal of Management Studies 1, no. 1 (2021): 1–4. http://dx.doi.org/10.35137/kijms.v1i1.135.
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Local authority has the imperative rules to obtain community satisfaction through its performance. Quality services delivered to community driving prosperous local authority to delight community. Therefore, this research attempt to develop framework on community satisfaction through service quality dimensions. Important satisfaction analysis is deployed to measure community satisfaction towards service quality provided by local authority. The gap from this analysis enables to cater the level of importance and satisfaction of service quality provided by local authority. This method proposed in this study facilitates local authority to perform service excellence for the community.
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Djudu, Rezky Mulasari, Armin Darmawan, and Syamsul Bahri. "Measuring Service Excellence: Evaluating Public Satisfaction through the Public Satisfaction Index." Journal of Business and Management Review 6, no. 4 (2025): 290–304. https://doi.org/10.47153/jbmr.v6i4.1393.
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Research Aims: This study aims to evaluate the quality level of public service in police administration service by considering the public satisfaction index. Design/methodology/approach: This study employs a quantitative research method using the public satisfaction index, which refers to the Decree of the Minister for Administrative Reform of the Republic of Indonesia Number 25 concerning General Guidelines for Compiling the Public Satisfaction Index. Data were collected through questionnaires with numerical and textual responses. The target population consists of people who proposed Police Record Certificates (PRC), with a non-probability sampling method and purposive sampling technique utilized with a sample size of 150 respondents. Research Findings: Based on the results of the research and discussion, it can be concluded that according to the respondents, the elements belonging to the very good category are the certainty of service fees (U11) because the fees charged are in accordance with the Government Regulation Number 60 of 2016, then the element of certainty of service schedules (U12), afterward the ability of service personnel (U6), then service security (U14), subsequent officer clarity (U3), and lastly environmental comfort (U13). In addition, due to their incompatibility with the existing flow of service mechanisms, the respondents consider the speed of service (U7) and service processes (U1) to be the lowest components. This gives the impression that the process is delayed and service processes remain unclear. The staff's politeness and friendliness (U2) and the service officer's accountability (U5) come next for improvement. Theoretical Contribution/Originality: This study contributes both academically and practically; academically, it serves as a foundation for further research in public administration service with more specific in police administration, suggesting the inclusion of services, such as public understanding of services, as well as services procedures.
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Hossain, Shipan, MD Yusuf Hossein Khan, and Nikola Naumov. "Service quality and online banking services." International journal of multidisciplinarity in business and science 8, no. 13 (2022): 5–16. http://dx.doi.org/10.56321/ijmbs.8.13.5.
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Online banking allows a user to conduct financial transactions via the Internet. Online banking is also known as Internet banking or web banking. Online banking offers customers almost every service traditionally available through a local branch including deposits, transfers, and online bill payments. The goal of this research was to analyze the international tourists’ satisfaction with online banking services in the contexts of Bangladesh. The paper explores tourists’ satisfaction with efficient dimensions, responsiveness dimensions, system available dimensions, privacy dimensions, fulfillment dimensions, compensation dimensions, and contact dimensions. The data were gathered from a sample of 176 international visitors to Bangladesh by utilizing a purposive sampling method and adopting a survey method comprised of a web-based structured questionnaire. The findings of the research suggest that efficient dimensions, system availability dimensions, privacy dimensions, and fulfillment dimensions are the most essential aspects which significantly affect international tourists’ satisfaction with online banking services. The study also reports that responsiveness dimensions, compensation dimensions, and contact dimensions do not play an important role in international tourists’ satisfaction. It has implications for bank service marketers regarding the effective design of service marketing strategy for international tourists’ satisfaction in the contexts of online banking service in Bangladesh.
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Kalisa, Edward. "Assessment of Service Quality Perception Gap between Service Seekers and Service Providers of Land Services in Rwanda." Journal of Business and Strategic Management 9, no. 2 (2024): 61–80. http://dx.doi.org/10.47941/jbsm.1955.
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Purpose: This study aimed to assess the determinants of customer satisfaction from the perspective of service seekers and service providers using SERVQUAL. Methodology: the study employed both quantitative and qualitative research approaches. The survey method was used to collect primary quantitative data. Probability sampling was employed to select both service seekers and service providers. 422 service seekers were randomly selected from a list of 53,158 people. 45 service providers were also randomly selected from 416 land officers. A data collection tool was developed for service seekers and customized for service providers. The validity of the research tool was tested and the results showed a P-value of 0.00. Cronbach’s Alpha calculation was employed to test reliability and resulted in an output of 0.932 > 0.7 which shows excellent reliability. Key informant interviews were also conducted with purposively selected respondents to collect their opinions on service quality to complement the quantitative data. Findings: From the perspective of service seekers, the findings showed that the five service quality dimensions are positive and significant predictors of satisfaction. The data from the service providers show that only empathy is a positive and significant predictor of satisfaction whereas, the other four dimensions are positive but less significant predictors of satisfaction. The study results revealed a discrepancy between service seekers and service providers in the dimensions that predict the satisfaction of customers with land services more than others. Contribution to Theory, Policy, and Practice: Understanding the perception gap allows service providers to adjust their approaches to service delivery design to be more customer-focused. The study also informs policymakers where to focus efforts to enhance the quality of services. The unique aspect that this research puts forward is the comparison of the data from both service seekers and service providers to show similarities or differences in their understanding of which dimensions predict the satisfaction of customers more than others. The study recommends continuous collection of feedback from service seekers to help bridge the perception gap in what predicts satisfaction of service seekers.
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Nisa, Leli Akhlaqun, and Siti Nur Qomariyah. "Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Baitul Maal Wal Tamwil (bmt) Nu Jombang Cabang Ngoro." KOLONI 2, no. 3 (2023): 134–41. https://doi.org/10.31004/koloni.v2i3.520.
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Service quality and customer satisfaction are things that must be considered and optimized so that they can encourage customers to survive and remain the choice. Service quality is a form of customer assessment of the services provided by the company to customers. The title of this research is The Effect of Service Quality on Customer Satisfaction of Baitul Maal wal Tamwil (BMT) NU Jombang Ngoro branch. This research has a goal, namely how service quality (tangible, reliability, assurance, responsiveness, empathy) on customer satisfaction of BMT NU Jombang Ngoro branch. The test results on the t test show that tangible service quality has a partial effect on customer satisfaction with a significance value of 0.052 <0.05, reliability has a partial effect on customer satisfaction with a significance value of 0.000 <0.05, and empathy has a partial effect on customer satisfaction with a significance value of 0.011 <0.05. The results of the F test show that service quality has a simultaneous effect on customer satisfaction with a significance of 0.000 <0.05, and the results of the coefficient of determination show a contribution of 0.413 or 41.3% and the rest of the value is influenced by other aspects not tested in this study. Keywords: Service Quality, Customer Satisfactio
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Montfort, Kees Van, ENNO MASUREL, and INGRID VAN RIJN. "Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services." Service Industries Journal 20, no. 3 (2000): 80–94. http://dx.doi.org/10.1080/02642060000000033.
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Yumita, Aulia Tasya. "PENGARUH SERVICES QUALITY DAN KENYAMANAN TERHADAP KEPERCAYAAN GUNA MENINGKATKAN KEPUASAN KONSUMEN PADA MOBIL TRAVEL (MMI) MUKO-MUKO INDAH TRAVEL. (STUDI KASUS PENUMPANG TRAVEL MMI DI KOTA BENGKULU)." JURNAL MANAJEMEN MODAL INSANI DAN BISNIS (JMMIB) 4, no. 2 (2023): 177–84. http://dx.doi.org/10.61567/jmmib.v4i2.172.
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Research on Mukomuko Indah Travel Travel Cars (MMI) with the formulation of the problem How does service quality and comfort affect trust in order to increase consumer satisfaction in MMI travel cars? The population used in this study were all consumers on the MMI Travel Car totaling 100 respondents. The sampling technique used accidental sampling based on predetermined criteria totaling 100 respondents. Based on the results of research that has been done about the effect of Service Quality, Convenience, on Trust in order to increase Consumer Satisfaction in using MMI Services it can be concluded as follows: Service Quality affects trust in using services. Convenience affects trust in using services. Trust affects consumer satisfaction in using services. Service Quality has an indirect effect on consumer satisfaction in using services. Convenience has an indirect effect on consumer satisfaction in using services. Trust in Customer Satisfaction of MMI Passengers positive and significant influence between Service Quality on Consumer Satisfaction Keywords : Service Quality, Convenience, Trust, Consumer Satisfaction.
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Nurrasjid, M. N. "Kepuasan Penumpang Pesawat Udara Terhadap Pelayanan di Bandar Udara Samratulangi - Manado." Warta Penelitian Perhubungan 23, no. 3 (2019): 211. http://dx.doi.org/10.25104/warlit.v23i3.1063.
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The services provided by operators of airports should be based on the needs and desires of service users, so that from these services will impact on satisfaction or dissatisfaction. To d.etermine the satisfaction of service users in Samratulangi-Manado airport passenger satisfaction research conducted on the service by using the analysis of the satisfaction index (customer satisfaction index), on 100 respondents of service users (passenger aircraft), the results of a study of services provided biJ operators of airports obtained value of 98.5%. The results of this study indicate that the service user (passenger aircraft) is venJ satisfied with the service that is felt during his stay at the airport.Keywords : Pe1formance Service, Satisfaction, Hope
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Raza Shaikh, Nawaz. "Customer Satisfaction in Service Industry." International Journal of Advanced Multidisciplinary Research and Studies 4, no. 3 (2024): 1081–85. http://dx.doi.org/10.62225/2583049x.2024.4.3.2904.
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When a consumer/customer is contented with either the product or services it is termed satisfaction. Satisfaction can also be a person’s feelings of pleasure or disappointment that results from comparing a product’s perceived performance or outcome with their expectations. It is clear that consumers are important stakeholders in businesses and that management places a high value on keeping them happy. Both companies and researchers have displayed a keen interest in the topic of customer happiness. Organizations now have an obligation to provide new services on top of what they already offer. A factor to figure out customer satisfaction is now service quality. Several academics have established a connection between customer happiness and service quality. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.
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Prihatma, Gugup Tugi. "Pengaruh Kualitas Pelayanan Dan Harga Tambahan Layanan Terhadap Kepuasan konsumen Pengguna Jasa Kapal Penyebrangan Di PT Trisakti Lautan Mas Cabang Bakauheni, Lampung." Jurnal Manajemen 10, no. 1 (2020): 15–36. http://dx.doi.org/10.30656/jm.v10i1.1511.
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Customer satisfaction will be formed if it can meet the expectations of the consumer base. Many factors that affect customer satisfaction including the quality of service and price. The problem in this research is (1) How does the quality of service to customer satisfaction, (2) How does the price of the additional services to customer satisfaction, (3) How does the quality of service and price of the additional services simultaneously on customer satisfaction. The results obtained by multiple linear regression equation Y = 13,122 + 0.159 X1 + 0.145 X2. Quality of service is not positive and not significant to customer satisfaction with the grades were t = 1.459, the price of the additional services are not there is positive and no significant effect on customer satisfaction with the value t = 1.441, quality of service and price of the additional services together no significant effect on consumer satisfaction with the value of F = 3.012. Overall quality of service and price of the additional services affect customer satisfaction by 0.048 or 4.8%, while the remaining 95.2% is influenced by other factors not examined by the author. Based on this research can be concluded that: 1) there are significant positive and significant correlation between quality of service to customer satisfaction 2) There is no influence of positive and significant correlation between the price of the additional services to customer satisfaction 3) there is positive and significant correlation between quality of service price additional services simultaneously on customer satisfaction.
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Rachmi, Irsafanti, Edhie Budi Setiawan, Yosi Pahala, Veronica Veronica, and Ferdy Trisanto Setiawan. "Customer Service and Delivery Service Quality of Delivery Service Companies." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 11, no. 2 (2024): 153. http://dx.doi.org/10.54324/j.mtl.v11i2.1384.
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The development of goods delivery services could be seen from the growth of service companies’ quantity domestically and abroad. People could determine which delivery services they will use based on their will and the service quality. Freight forwarding companies often experience difficulty in retaining delivery services’ loyal customers. The purpose of the study is to analyze the influence of satisfaction, service quality, and customer’s services on customer’s loyalty of the freight forwarder company. The research technique used the Quantitative approach that the survey data was collected and processed using Structural Equation Modeling (SEM) method of AMOS 22 software. This research used 200 purposive sampling of the company’s customers as respondents. The results show that there is direct and indirect influence of customer’s satisfaction, service quality, and customer’s service on customer’s loyalty. Therefore, the role of service quality and customer’s satisfaction has a significant impact on the business continuity of freight forwarding service companies. It means that the freight forwarding company should maintain the customer’s loyalty optimally by increasing customer’s satisfaction through the quality of service provided to customers in order to build the customer’s loyalty.
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Imelda, Harris, Sulistya Rini Endang, and Karina Fauzeea Sembiring Beby. "The Influence of Financial Technology and Quality of Service on Satisfaction and Loyalty on Employees of Bank CIMB Niaga Bukit Barisan Branch on Grab App Users." International Journal of Business Management and Technology 6, no. 2 (2023): 65–77. https://doi.org/10.5281/zenodo.7676307.
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The development of information technology and telecommunications will make it easier for business people to run their business. One of the information and telecommunications technologies that support these needs is fintech. Currently, the development of fintech has made it easier for users of online-based services. In addition, the factors that must be considered are customer satisfaction and customer value. This is to keep consumers from switching to other companies. Customer satisfaction is one of the important elements in the continuity of the company's products and services to consumers to stay afloat in business competition. Consumer satisfact ion serves as an indicator that consumers feel good service and will remain loyal to use these products and services. This reason encourages the author to conduct a study that examines and analyzes the influence of financial technology and service quality on satisfaction and loyalty. Respondents from this study were employees of Bank CIMB Niaga Bukit Barisan Branch with a total of 70 respondents. The data was collected using a questionnaire and through observation, then the data was analyzed using the SPSS version 24 application. The results showed that: 1) Financial Technology had a positive effect on satisfaction. 2) Service quality has a positive effect on satisfactio n. 3) Financial Technology has a positive effect on loyalty. 4) Service quality has a positive effect on loyalty. 5) Consumer satisfaction has a positive effect on loyalty. 6) Financial Technology has a positive effect on satisfaction through consumer loyalt y. Service quality has a positive effect on satisfaction through customer loyalty
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Asrijal, Andi, Sandi Sandi, M. Awaluddin, Abdul Rahman, and Sugian Nurwijaya. "Beneficiary Satisfaction Analysis in Terms of Service Commitement and Satisfaction." Jurnal Office 7, no. 2 (2021): 191. http://dx.doi.org/10.26858/jo.v7i2.25120.
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One of the public sector services that are currently being highlighted is the hospital. This organization which is engaged in the health sector is one of the backbones of the country in terms of providing health services to the community. The more complete the facilities and infrastructure of an organization or hospital, it will also have a positive impact on the level of satisfaction with the community. This study aims to analyze the effect of service commitment and service quality on performance through beneficiary satisfaction at task implementation unit Regional General Hospital Tenriawaru Bone. The results showed that the quality and service commitment of task implementation unit Regional General Hospital Tenriawaru greatly influenced the performance of all workers involved in the system. However, the negative relationship that occurs between user satisfaction and performance of task implementation unit Regional General Hospital Tenriawaru illustrates the lack of further communication between benefit users and task implementation unit Regional General Hospital Tenriawaru. Similarly, the results of the study concluded that the better the service quality of a hospital, the higher the patient satisfaction and vice versa. This study can be used as a consideration in improving the quality and commitment of services at task implementation unit Regional General Hospital Tenriawaru because there is still a negative relationship between benefit users and task implementation unit Regional General Hospital Tenriawaru.
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Anjani, Nur Ilahi. "KEPUASAN LAYANAN KESEHATAN POLI UMUM DI RSIA ARAFAH ANWAR MEDIKA SUKODONO SIDOARJO." Medical Technology and Public Health Journal 2, no. 2 (2018): 162–66. http://dx.doi.org/10.33086/mtphj.v2i2.569.
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This study aims to determine the satisfaction of patients in using health services at general polyhospital of Arafah Anwar Medika Sukodono in Sidoarjo. The survey was conducted on 50 newpatients who received health services at Polia General Hospital Anwar Medika Sukodono SidoarjoRegency. Instruments are structured questionnaires through PSQ (Patient SatisfactionQuestionnaire). Data were analyzed using descriptive statistical test through the frequencydistribution table. Research shows the satisfaction of respondents to service in general poly in generaland the satisfaction of respondents related to facilities in the general poly is good. Satisfaction ofrespondent to physician ability and doctor's accuracy is good. Satisfaction of respondent to attitudeof doctor and nurse to patient have good. Satisfaction of respondent on giving information fromdoctor have good. Satisfaction of respondents related to the conformity of cost is good. Satisfactionof respondents at the time of examination is also good. And the satisfaction of respondents related tothe access of respondents is good. This research recommends follow-up related inputs, suggestions,complaints from the public related to the service so as to provide the best solution to the problemsfaced by customers and conduct regular and continuous surveys to maintain the quality of service.
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Abdolshah, Mohammad, Ehsan Jafar Zadeh, Reza Talei, Ali Shirzadi, and Seyed Amir Mohammad Khatibi. "Does Job Satisfaction Always Affect Customer Satisfaction?" International Journal of Customer Relationship Marketing and Management 9, no. 2 (2018): 62–78. http://dx.doi.org/10.4018/ijcrmm.2018040104.
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The purpose of this article is to investigate the relationship between job satisfaction (JS) and customer satisfaction (CS) in the Social Security Insurance Organization (SSIO) in Iran. The statistical population of this research is composed of employees and customers of Tehran SSIO. Two questionnaires were used to measure the variables of the research. A job descriptive index (JDI) & service quality (SERVQUAL) questionnaire are used to measure JS and CS. Data are analyzed using Pearson Correlation Coefficient and regression analysis. The results indicated that there is no significant relationship JS and CS of Tehran Social SSIO (P > 0.05). Among all the research variables, only satisfaction from colleagues, employee satisfaction and satisfaction with management performance were able to predict CS from the services of the SSIO. Service satisfaction and satisfaction from colleagues also have the ability to predict satisfaction with management performance. In the end, only satisfaction with management performance and service satisfaction has been a significant predictor of CS.
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Famiyeh, Samuel, Amoako Kwarteng, and Disraeli Asante-Darko. "Service quality, customer satisfaction and loyalty in automobile maintenance services." Journal of Quality in Maintenance Engineering 24, no. 3 (2018): 262–79. http://dx.doi.org/10.1108/jqme-10-2016-0056.
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Purpose The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further moderation analysis based on the number of years of dealing with the mechanic was conducted. Findings The result indicates empathy, assurance, responsiveness and tangibles have a significant positive relationship with customer satisfactions. However, the reliability of the mechanic has no significant positive relationship with the satisfaction of customers. The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty. The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty. The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic. Research limitations/implications There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner. The appearance of the workshop, equipment and directions are also very important to customers. It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal. Practical implications The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery. It is, therefore, important for mechanics to consistently provide personal attention, attend to customers in a friendly manner, deliver cars after services, provide information to customers when extra repairs are required and should take the time to explain issues to customers. In addition, it is important for mechanics to screen and employ very courteous employees who can tell customers exactly the kind of services needed as well as communicate effectively on the risks of repairs. Prompt services also seem to be the key to the satisfaction of customers. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment. This is one of the few research works investigating the issue of service quality, customer satisfaction and customer loyalty in automobile services using data from the sub-Saharan African environment.
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Pramudya, Dwiky Darma. "COMMUNITY SATISFACTION LEVEL IN RECEIVING RECOMMENDATION SERVICES JKMM (HEALTH INSURANCE FOR THE POOR) AT THE SOCIAL SERVICE SIDOARJO REGENCY." MAP Observer: Jurnal Penelitian Administrasi Publik 3, no. 01 (2023): 22–38. http://dx.doi.org/10.30996/mapo.v3i01.8404.
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Service satisfaction is the result of public opinion and evaluation of the performance of services provided by public service providers. Community Satisfaction Index (IKM) is data and information about the level of community satisfaction obtained from quantitative and qualitative measurement results of public opinion in obtaining services from public service providers and comparing their expectations and needs. This study analyzes the influence of service as a factor that influences people's satisfaction. According to Kepmen PAN No. 25 of 2004 concerning the Community Satisfaction Index (IKM), there are 14 matters related to the performance and services performed by service officers, including service procedures, suitability of requirements, employee clarity, employee discipline, employee responsibility, employee capabilities, service speed, service fairness, employee courtesy, cost fairness, cost certainty, schedule certainty, environmental comfort, and service security. This research was conducted to analyze the value of these variables, as well as their influence on community satisfaction. Community satisfaction is very influential in the field of services at the Sidoarjo Regency Social Service in managing the JKMM (Health Insurance for the Poor) recommendation letter. The quality of service at the Sidoarjo Regency Social Service is one of the important factors in utilizing the JKMM recommendation letter service at the Sidoarjo Regency Social Service.
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Magfiroh, Magfiroh, Antonius Rino Vanchapo, Abdul Karim, Guijiao Zou, Lie Jie, and Cai Jixiong. "Health Service Quality with Inpatient Satisfaction." Journal of World Future Medicine, Health and Nursing 1, no. 1 (2023): 11–22. http://dx.doi.org/10.55849/health.v1i1.128.
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The quality of health services is health services that can satisfy every user of health services that is in sync with the level of satisfaction of the average population and the implementation is in accordance with professional standards and ethical codes. Service quality and patient satisfaction are the two most important things in hospital services. This literature review aims to determine the relationship between the quality of health services and the satisfaction of inpatients. This type of research is literature review research, the articles used were obtained from PUBMED and Google Scholar with articles published starting from 2018-2022. The number of journal articles was 8 articles analyzed. The results showed that there was a relationship between the quality of health services (asscurance, empathy, responsiveness, tangible and reliability) with inpatient satisfaction at the hospital. It can be concluded that satisfaction is a level of patient feeling that arises as a result of the service performance that is obtained after the patient compares it with what he expects. If the patient is dissatisfied with the nursing services provided, he will not seek the service or accept it, even though the service is available, practically obtainable and reachable.
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Suhidayat, Tatang, and Azhar Affandi. "Analisis Kepuasan Nasabah yang dipengaruhi Nilai Pelanggan dan Kepercayaan Pelanggan serta Kualitas Pelayanan." Jurnal Ilmiah Manajemen Kontigensi 6, no. 1 (2018): 35–48. https://doi.org/10.5281/zenodo.3382171.
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Banking services are financial institutions as intermediation in financial services. It plays an essential role in enhancing the company's operational activities. People's credit bank, which is a financial service, contributes to the development of small and medium enterprises. Competition in financial services, especially people's credit banks, which is increasingly stringent requires increasing the quality of their services to increase their customer satisfaction. This study aims to determine the effect of service quality on customer value and trust as well as its implications on customer satisfaction analyzed by a survey approach to rural credit banks in the City/Regency of Bandung, West Bandung, and Cimahi. The samples are 384 customers with the Cluster Proportionate Stratified Random Sampling, which is processed by path analysis. The results indicate that there is a significant influence on the service quality to customer value and trust and its implications for customer satisfaction. The results of this study contribute to the development of a study in the marketing field, specifically customer satisfaction in the financial services sector as the people's credit bank.
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Lin, Yong, Jing Luo, Shuqin Cai, Shihua Ma, and Ke Rong. "Exploring the service quality in the e-commerce context: a triadic view." Industrial Management & Data Systems 116, no. 3 (2016): 388–415. http://dx.doi.org/10.1108/imds-04-2015-0116.
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Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses. Findings – The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services. Research limitations/implications – The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results. Practical implications – The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce. Originality/value – A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.
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Rowell, Agliones Diaz. "Quality of Service of Selected Courier Service Company in Cabanatuan City: It's Implication to Customer Satisfaction." International Journal of Management Sciences and Business Research 7, no. 11 (2018): 162–68. https://doi.org/10.5281/zenodo.3490197.
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The study was prepared in the conjecture that customer satisfaction reflects the quality of service of a company. Thus, this study aims to determine the customer satisfaction on the services provided by selected courier services in Cabanatuan City, Nueva Ecija for the further implication of satisfaction in meeting customers’ expectation. The study used the descriptive-quantitative method of research. This research method is a combination of two model; descriptive and quantitative. More specifically, the researchers want to know the relationship between respondents’ socio-demographic profile and the level of satisfaction and how significant is the difference between customers and employees satisfaction. The study used statistical data to analyze the results using Pearson Product Moment Correlation to measure the relationship of the socio-demographic profile and t-test for the significant difference on the customers and employees satisfaction, and a Cronbach's alpha was executed on a sample size of 26 customers of LBC , the 20% of the target respondent. The findings revealed that customers are satisfied with the services of courier companies. The level of satisfaction has indicated a significant relationship to some area of services. It shows that the satisfaction of the respondents is significant among the total population of the customers in the courier services. The findings also show the high expectation of customers which need to be addressed by the courier companies.
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Rew, Dongjun, Joo Jung, and Wonsuk Cha. "Service productivity vs service quality: a zero-sum game?" International Journal of Quality & Reliability Management 35, no. 9 (2018): 1835–52. http://dx.doi.org/10.1108/ijqrm-01-2017-0019.
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Purpose The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the relationship between productivity and customer satisfaction and its effect on a firm’s performance. In addition, this study investigates the roles of productivity and customer satisfaction in the structural relationships among variables. Design/methodology/approach A theoretical model was proposed among innovation, productivity, customer satisfaction and firm performance. A sample of 127 firms from data sets of the American Customer Satisfaction Index and COMPUSTAT was collected. To test the hypotheses, this study used ordinal least squares analysis and path analysis. Findings The findings of this study verified that a positive relationship exists between productivity and customer satisfaction and that service productivity and customer satisfaction are positively associated with a firm’s performance. In addition, customer satisfaction was found to fully mediate the relationship between productivity and a firm’s performance. Research limitations/implications This study only focused on a short period for each variable due to the difficulty of matching all the data sets used for measuring each variable, which limited the observation of the different effects of service productivity among industries. Practical implications The findings of this study suggest that managers can improve productivity without sacrificing customer satisfaction. In addition, services firms should consider innovation, productivity and customer satisfaction in a holistic way because all of these affect a firm’s performance. Furthermore, services firms need to pay more attention to customer satisfaction, which plays an important role as a mediator in increasing a firm’s performance. Originality/value This study highlights the importance of the relationship between productivity and customer satisfaction in the services sector. In particular, this study extended the theory of service productivity by Rust and Huang (2012) to explore the role of service productivity and customer satisfaction in measuring a firm’s performance.
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Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.
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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector
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Amalda, Aviva, and Lince Magriasti. "Integration Analysis of Community Satisfaction and Customer Satisfaction Index in Padang Public Service Mall." Jejaring Administrasi Publik 15, no. 1 (2023): 25–35. http://dx.doi.org/10.20473/jap.v15i1.46148.
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MPP which stands for Public Service Mall is a building in which to practice services in the field of administration or licensing. The purpose of its establishment is to provide convenience, speed, security and comfort as well as affordable services for the community in receiving direct services in the same place. In this study, we will discuss the community satisfaction index using the customer satisfaction index (NCSI) at the Public Service Mall for the community in Padang City. Qualitative methods become the methods used which are research methods that produce descriptive data in the form of writing, speech, or object behavior. The data obtained is sourced from the official website of the Padang City Public Service Mall and from direct observations at the Padang City Public Service Mall. And it was obtained that the value of the Community Satisfaction Index for the Padang City Public Service Mall reached 87.30% with a perfect score above 95%. If referring to the ratio of CSI scores, the Community Satisfaction Index in MPP Padang City received a Good predicate with a value of 87.30%. This certainly brings a breath of fresh air which is expected to continue to evolve at higher numbers and better service quality as well. So it can be concluded that the community satisfaction index in the public service mall in Padang City is already at a good level according to the Customer Satisfaction Index standard. Keywords: Public Service; Community Satisfaction Index; Customer Satisfaction Index
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A.A, Jolaoye, Ikogho Omavudu, G.A Isah, and M. Abdulfatai Momodu. "Assessment of Commuters' Satisfaction of Paratransit Services in North-western Nigeria." International Journal of Innovative Science and Research Technology 7, no. 2 (2022): 100–106. https://doi.org/10.5281/zenodo.6234948.
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This paper examined the satisfaction derived from para-transit services in some selected cities in Northwestern Nigeria; Kano, Kaduna and Katsina. Data were collected through accidental sampling technique from 285, 213 and 165 respondents in the cities. Data were analysed using Commuters’ Satisfaction Index (CSI). Results indicated that the regional commuters’ satisfaction with para-transit services was above average. Despite, specific aspects of service that had negative deviation from the mean commuters’ satisfaction index were onboard speed, neatness of vehicles, working condition of vehicles, politeness of the drivers and onboard convenience with load. The results also showed that commuters’ level of satisfaction with para-transit services were Kano (CSI=3.64), Kaduna (CSI=3.41) and Katsina (CSI=3.48), while the aggregate was3.59. It was established that commuters derived varying levels of service satisfaction with the three investigated paratransit modes. The aggregate commuters’ satisfactions indexes for Keke NAPEP, Taxi cab and Mini buses were 4,1, 3,8 and 2.9. In accordance with the findings, the study recommended that Federal Road Safety Commission and Vehicles Inspection Officers in the region should step up their duty to enable commuter’ maximum satisfaction with para-transit services.
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B. FABIAN, DEBBIE ROSE, MYLENE E. CATOR, RIZZA MAE B. GERVACIO, ALYSSA AVERI R. PALAÑA, JOHN MICHAEL P. RANERA, and BELDANDIE SALVADOR. "SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS RHETT'S PRINTING SERVICE IN BAGTAS, TANZA CAVITE: BASIS FOR SERVICE ENHANCEMENT PLAN." International Journal of Research in Education Humanities and Commerce 05, no. 01 (2024): 232–41. http://dx.doi.org/10.37602/ijrehc.2024.5120.
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In the business world, understanding the relationship between service quality and customer satisfaction is important. Businesses that offer services play a crucial role in ensuring their service quality aligns with customer expectations, ultimately leading to customer satisfaction. By prioritizing service quality, businesses can build customer loyalty, gain a competitive edge, and foster positive word-of-mouth, all of which contribute to the overall success and growth. This study aimed to determine the service quality and customer satisfaction of Rhett’s Printing Services in Bagtas, Tanza, Cavite. Participants evaluate the service quality and customer satisfaction of Rhett’s Printing based on the SERVQUAL model, which measures five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. As a result, it is revealed that in terms of customer perceptions of service quality of Rhett’s printing service, the participants strongly agree with the five qualities of the services provided by the Rhett’s Printing Services, and they consistently deliver outstanding service quality as perceived by customers. It is also revealed that the participants are very satisfied with the service of Rhett’s Printing Services. The researchers identified specific areas for service enhancement, aligning with the proposed plan for improvement at Rhett’s Printing Services. The focus is on renovating or relocating the studio, fixing lights, and upgrading equipment aims to create a more comfortable environment and efficient execution of service process, aligning with contemporary expectations of service quality and contributing significantly to customer satisfaction.
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El-Gamal, Sarah, Rasha Abd El Aziz, and Mohamed Farouk Abouelseoud. "E-Government Service Quality." International Journal of Electronic Government Research 18, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/ijegr.288072.
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This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.
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G, Divya, and Jacklin P. "Customer Satisfaction is Banking Service." Shanlax International Journal of Commerce, 6, S1 (2019): 144–48. https://doi.org/10.5281/zenodo.2532975.
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Customer satisfaction is the main objective of any banking sector to provide quality product which help in retaining the customer. In Traditional banking the customers used to stand in a long queue to fill the forms for deposit or withdrawals but now the modern banking does not face all this difficulty it has bought modern technology to provide better satisfaction to its customers like online banking, credit card facilities, online payment and transaction. This study is to understand if the customers are satisfied with the modern technology and does the bank put an effort to educate their customer regarding upcoming technology which the bank is going to adopt. Banking being a customer-oriented service industry, customer satisfaction is the KING of criteria to assess any banking business.
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Qomariyah, Siti, Istiatin Istiatin, and Sudarwati Sudarwati. "PATIENT SATISFACTION AT AISYIYAH RSU KLATEN." Jurnal Ilmiah Fokus Ekonomi, Manajemen, Bisnis & Akuntansi (EMBA) 3, no. 2 (2024): 230–35. http://dx.doi.org/10.34152/emba.v3i2.1129.
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Patient satisfaction in hospital services can also be achieved from the service system provided by the hospital. Hospitals as health service institutions are required to provide fast, quality and affordable services to provide satisfaction for patients. The purpose of this study is to determine the influence of waiting time, service quality, officer attitude and information technology on patient satisfaction at Aisyiyah Klaten Hospital. The method of this research is quantitative descriptive. The number of research respondents was 120, which was determined by accidental sampling technique. The results of the study showed that waiting time (p value 0.000), officer attitude (p value 0.008) and information technology (p value 0.015) had a positive and significant effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten.The quality of service (p value 0.775) had no effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten. The suggestion of this research is that information technology should be better and easily accessible so that patient satisfaction increases so that the quality of hospital services is even better. Keywords: satisfaction, service quality, officer attitude, information technology, waiting time
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Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Satisfaction via Service Quality Dimensions." International Journal of Customer Relationship Marketing and Management 5, no. 3 (2014): 32–48. http://dx.doi.org/10.4018/ijcrmm.2014070103.
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The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.
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Pradnyana, I. Putu Gede Dipta. "The Effect of Service Quality and E-Service Quality on Customer Satisfaction in Bukit Vista Hospitality Customers." International Journal of Review Management Business and Entrepreneurship (RMBE) 3, no. 1 (2023): 64–75. http://dx.doi.org/10.37715/rmbe.v3i1.3932.
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In the current digital era, service quality has developed into e-service quality (E-SERVQUAL) which contributes passively and actively to services through electronic media to facilitate service delivery to consumers. Bukit Vista Hospitality is a hospitality villa management company that utilizes conventional and online services to support its services to consumers to be able to provide a competitive advantage in the market. The study used quantitative methods by collecting data for 208 respondents using purposive sampling technique which was analyzed using multiple linear regression analysis using IBM SPSS 22 software. The results showed that service quality and e-service quality had a positive and significant influence on customer satisfaction. Hypothesis testing states that service quality and e-service quality have a partial and simultaneous relationship to customer satisfaction. The results also show that service quality and e-service quality have an effect of 35.4% on customer satisfaction. It is recommended that Bukit Vista Hospitality improve its services because it is found that service quality and e-service quality have a positive influence on customer satisfaction so it is very relevant to improve services in this aspect in order to create much better customer satisfaction.
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Feng, Qiangqiang, and Kaijia Fu. "Expressway Service Area Service Quality Analysis." International Journal of Accounting and Finance Studies 6, no. 2 (2023): p96. http://dx.doi.org/10.22158/ijafs.v6n2p96.
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Expressway service area is to provide services for people in the city between the city, but also an indispensable link in China’s road transport service system, its service quality and service satisfaction are directly related, the construction of service facilities and the quality of the highway service area will play a role in promoting. The service area is an important link in China’s road transport system. With the rapid development of China’s economy, the service quality requirements continue to improve, and improving the service quality of the service area has become a top priority. Taking the service quality of the expressway service area in Shaanxi Province as the research object, this paper uses the questionnaire survey method to analyze the service quality of the expressway service area in Shaanxi Province in five dimensions: formability, reliability, assurance, responsiveness and empathy, and establishes the service quality model by using the hierarchical analysis method. Through the calculation comparison, people’s satisfaction with each service quality factor in the highway service area is obtained, the average satisfaction value of each impact factor is about 7.5 points, the satisfaction of “reasonable layout of the service area and complete facilities” is the highest, the average value is 8.10, and the satisfaction of “fully understanding customer needs” is the lowest, the average value is 7.42, through the analysis of the relevant data on the service quality satisfaction of the highway service area, it is found that people are generally dissatisfied with the service quality. The satisfaction of drivers and passengers with the service area directly affects the level of economic benefits. This article studies the influencing factors of driver and passenger satisfaction and aims to improve the economic benefits of the service area by improving driver and passenger satisfaction.
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Eliana, Sari, Roji Ishak Fakhru, Sudirman, et al. "Digital Customer Satisfaction Service Management Model Innovation Through Digital Literacy-Based Digital Service Excellence Education." International Journal of Social Science and Human Research 05, no. 12 (2022): 5377–86. https://doi.org/10.5281/zenodo.7393591.
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This study aims to create a satisfaction-based Digital Service Excellence (DSE) measurement instrument through strengthening digital literacy for education staff in DKI Jakarta. The digital service excellence measurement instrument developed by researchers refers to the Servqual model which is modified according to field requirements. The unit of analysis in this study was students of state junior high schools in DKI Jakarta, with an affordable population of 413 state junior high school students, which was carried out by proportional random sampling. The method used in this study is a quantitative descriptive method, with data collection techniques through distributing questionnaires, and data analysis techniques using descriptive statistics. The results of this study indicate that overall the level of student satisfaction with digital service excellence for education staff in Indonesia is quite satisfied. The results of measuring student satisfaction on the dimensions of administrative services, library services, laboratory services, and digital service excellence special services were also quite satisfied. Satisfaction-based digital service excellence measurement instruments resulting from this study can be used as an instrument for evaluating the competence of education staff in Indonesia.
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Hossain, Md Shamim, Xiaoyan Zhou, and Mst Farjana Rahman. "Customer satisfaction under heterogeneous services of different self-service technologies." Management & Marketing. Challenges for the Knowledge Society 14, no. 1 (2019): 90–107. http://dx.doi.org/10.2478/mmcks-2019-0007.
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Abstract This study aims to evaluate the customer satisfaction of different self-service technologies (SST) when different SSTs provide various services. This study compares overall customer satisfaction according to the four types of SSTs (Mobile Channel SST, ATM SST, Telephone SST and online SST) when SSTs provide heterogeneous services. We used both primary and secondary data. Primary data consisted of a survey questionnaire applied to a final sample size of 400 people. Data analysis was performed via ordered logistic regression. The results showed that customer satisfaction on different SSTs for different services positively associate with overall customer satisfaction in the banking sector, and this study finds customer satisfaction of mobile banking (MB) more positively associate than other SSTs with customer satisfaction. This study conducted on one profit-making organization (bank) of Bangladesh. Therefore, the geographic bases of SST contexts limit the extension of our findings. Future investigation is needed for evaluating the customer satisfaction on non-profit organizations and educational sector. Understanding what factors determine customer’s satisfaction in the different services provided by each SSTs contribute to manage and coordinate multiple services delivered by various SSTs and to know the process of improving the customer satisfaction across the services offered. Previous investigations were focusing on the customer satisfaction when provided services and/or SSTs are homogeneous, but this study examines the customer satisfaction when both services and SSTs are heterogeneous. This study significantly impacts both the management and research of developing operations strategies for organizations.
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Rickwood, Debra, Alison Wallace, Vanessa Kennedy, Shaunagh O’Sullivan, Nic Telford, and Steven Leicester. "Young People’s Satisfaction With the Online Mental Health Service eheadspace: Development and Implementation of a Service Satisfaction Measure." JMIR Mental Health 6, no. 4 (2019): e12169. http://dx.doi.org/10.2196/12169.
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Background Online youth mental health services are an expanding approach to meeting service need and can be used as the first step in a stepped-care approach. However, limited evidence exists regarding satisfaction with online services, and there is no standardized service satisfaction measure. Objective This study implemented an online youth mental health service satisfaction questionnaire within eheadspace, an online youth mental health service. The aims were to test the questionnaire’s psychometric properties and identify current levels of satisfaction among service users, as well as to identify client and service contact characteristics that affect satisfaction. Methods Data were collected from 2280 eheadspace clients via an online questionnaire advertised and accessed through the eheadspace service platform between September 2016 and February 2018. Client and service contact characteristics, potential outcomes, and session and service feedback data were collected. Results The service satisfaction questionnaire demonstrated high internal consistency for the overall satisfaction scale (alpha=.95) and its three subscales: session satisfaction, potential outcomes, and service satisfaction. A three-factor model was the best fit to the data, although including a higher order unidimensional construct of overall satisfaction was also a reasonable fit. Overall, young people were very satisfied with eheadspace (mean 3.60, SD 0.83). Service characteristics, but not client characteristics, were significantly associated with satisfaction. Young people were more satisfied with eheadspace when they had greater engagement as evident through receiving esupport rather than briefer service provision, having a longer session and greater interaction with the clinician, and not previously attending a face-to-face headspace center. Conclusions The online youth mental health service satisfaction questionnaire developed for and implemented in eheadspace showed good psychometric properties. The measure is brief, has good internal consistency, and has a clear factor structure. The measure could be adapted for use in other online youth mental health services. The young people using eheadspace and completing the feedback survey were highly satisfied. Greater engagement with the online service was shown to be associated with greater satisfaction. No specific client demographic groups were shown to be more or less satisfied.
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Sudirman, Sudirman, Muhammad Nur Ali, and Nurdin Rahman. "Influence of Social Determinants of Health Service Quality on Patient Satisfaction at Undata Hospital, Palu." Journal of Public Health and Pharmacy 4, no. 2 (2024): 113–22. http://dx.doi.org/10.56338/jphp.v4i2.5427.
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Introduction: This study aimed to investigate the effect of social determinants of health service quality on patient’s satisfaction at Undata Regional Public Hospital. Methods: The sample consists of 97 inpatients who were treated for at least 2x24 hours. The data analysis technique is Structural Equation Model (SEM) with data analysis tools using SmartPLS software version 3. Results: The results show that the social dimensions of access and quality of education, access to quality health services, and economic stability have no significant effect on service quality. In the dimension of social and community, environmental development influences service quality. Service quality has a significant impact on satisfaction. Access and quality of education, access and quality of health services, social and community context, economic stability have no effect on satisfaction, and the dimension of environmental development influences satisfaction. In the dimensions of access and quality of education, access and quality of health services, economic stability through service quality as an intervening variable has no significant effect on satisfaction. The dimensions of social and community and the dimension of environmental development through the quality of service as an intervening variable have a significant effect on satisfaction at Undata Palu Regional Public Hospital. The level of patient’s satisfaction with health services with a community satisfaction survey value is 3,09 or with good service unit performance. Conclusion: The findings suggest that while some social determinants like education and economic stability do not directly impact service quality or patient satisfaction, factors such as community context and environmental development significantly enhance service quality and satisfaction. These insights underline the importance of a holistic approach to improving healthcare services, focusing on broader social and environmental factors.
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Kurniati, Kurniati, Ridwan Basalamah, and Siti Asiyah. "The Influence of Service Quality On Customer Loyalty and Satisfaction as an Intervening Variable in using Bus Transportation Services." JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS 8, no. 2 (2023): 487–97. http://dx.doi.org/10.29407/nusamba.v8i2.19774.
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Research Objectives: The aim of this research is to determine the quality of service that directly influences loyalty to using bus transportation services. To find out whether the quality of service has a direct effect on consumer satisfaction when using bus transportation services. To find out customer satisfaction has a direct effect on loyalty in using bus transportation services. To find out the indirect effect of service quality on loyalty through customer satisfaction as an intervening variable in using bus transportation services.
 Design/Method/Approach: This research uses explanatory research, this research was conducted on bus customers.
 Research Findings: The results of this research show that Service Quality directly has a positive and significant effect on Consumer Satisfaction in using Bus transportation services. Service Quality directly has a positive and significant effect on Loyalty in using Bus transportation services. Consumer satisfaction has a positive and significant direct effect on loyalty in using bus transportation services. Service quality indirectly influences loyalty with customer satisfaction as an intervening variable in using bus transportation services.
 Theoretical Contribution/ Originality: This research integrates service quality, consumer satisfaction, and loyalty in the context of bus transportation and provides a holistic view of the relationship between the three.
 Practical Implications: The results of this research can help bus companies improve service and customer satisfaction to strengthen loyalty
 Research Limitations: This research focuses on one industry, so the generality of the findings is limited to the bus transportation context. Further research is needed to dig deeper into other factors that might influence customer loyalty.
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Arup Kr Saha. "Assessing indoor patient satisfaction in public healthcare settings: A study of sub-divisional and district hospitals in Dakshin Dinajpur District, West Bengal, India." International Journal of Science and Research Archive 14, no. 3 (2025): 880–89. https://doi.org/10.30574/ijsra.2025.14.3.0752.
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Client satisfaction is a pivotal aspect of healthcare services, influencing patient well-being and lives. Assessing patient satisfaction is essential for identifying areas for improvement and optimizing patient care. This study aimed to evaluate patient satisfaction with healthcare services provided at Sub-Divisional and District Hospitals in Dakshin Dinajpur district. A cross-sectional study was conducted among 300 indoor patients (150 from each hospital) selected randomly from Balurghat District Hospital and Gangarampur Sub-Division Hospital. Responses were collected through interviews using a pre-designed and pre-tested questionnaire. Patient satisfaction was assessed across eight dimensions: emergency counter, doctor service, nursing staff service, group D staff service, privacy, medicine and test, cleanliness, and drinking water and diet.Satisfaction levels ranged from 43% (Emergency Counter) to 63% (Doctor Care and Free Test Services), highlighting areas for improvement.Rural patients consistently reported higher satisfaction levels than urban patients across various services, including Emergency Counter, Doctor Service, and Nursing Staff Service. Educational qualification, income, religion, sex, and age significantly impacted patient satisfaction, with illiterate, lower-income, and Muslim patients generally reporting higher satisfaction levels. Patient satisfaction with cleanliness (47-55%) and doctor communication with family members (34%) was relatively low, indicating a need for improvement. The linear regression model explained only 1.6% of the variation in overall satisfaction, suggesting that other factors not included in the model may be influencing patient satisfaction. This study provides valuable insights into patient satisfaction with healthcare services in public hospitals. The findings can inform quality improvement initiatives and policy decisions aimed at enhancing patient satisfaction and healthcare service quality. Recommendations for improving patient satisfaction and healthcare service quality are discussed.
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Sari, Novita, Emiyati Emiyati, and Muhammad Taufik. "THE INFLUENCE OF SERVICE PERFORMANCE AND HEALTH SERVICE QUALITY ON PATIENT SATISFACTION LEVELS AT THE MUARA LAWAI VILLAGE COMMUNITY HEALTH CENTER, LAHAT DISTRICT." Jurnal Manajemen 13, no. 2 (2025): 160–72. https://doi.org/10.36546/jm.v13i2.1579.
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Health care facilities are required to provide quality services according to patient needs. One strategy to achieve this is to increase service efficiency and provide real responses while still upholding superior service standards, especially for patients. The level of satisfaction at the Muara Lawai Village Health Center, Lahat Regency has not reached the optimal standard, thus encouraging this study to examine various factors that influence patient satisfaction at the facility, with a special focus on Service Performance and Service Quality. This study was conducted at the Muara Lawai Village Health Center, Lahat Regency using quantitative/statistical research methodology. Participants in this study were patients who received services at the Muara Lawai Village Health Center, Lahat Regency. The measuring instruments used included Service Performance, Service Quality, and Patient Satisfaction, each of which was developed independently based on its respective indicators. Hypothesis validation was carried out using the F-test and t-test. The findings of the study indicate that: First, Service Performance significantly affects Patient Satisfaction; Second, Service Quality has a positive effect on Patient Satisfaction; Third, Service Performance and Service Quality have a positive effect on Patient Satisfaction Levels when considered together. As a result, this study concluded that increasing Patient Satisfaction can be achieved through improving Service Performance and Service Quality. The results of the study further confirmed that: First, Service Performance affects Patient Satisfaction; Second, Service Quality positively affects Patient Satisfaction; Third, Service Performance and Service Quality collectively have a positive effect on Patient Satisfaction Level. Therefore, it can be concluded that improving Service Performance and Service Quality leads to improving Patient Satisfaction.
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Cozza, Massimo, Mariannina Amara, Nicola Butera, Gaetano Infantino, Alessandra Maria Monti, and Rosa Provenzano. "Patients' and relatives' satisfaction with mental health services in Rome." Epidemiologia e Psichiatria Sociale 6, no. 3 (1997): 173–83. http://dx.doi.org/10.1017/s1121189x00005029.
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SUMMARYObjective – Satisfaction's measurement with Mental Health Services in patients and their relatives. Design – Satisfaction scale administration to the patients who were treated in community-based psychiatric service from 1.1.1996 to 31.3.1996 and the relatives who were primarily involved in caring for the patient. Setting – The ASL Rome «C» community-based psychiatric service. Main outcome measures – Verona Service Satisfaction Scale-54, a multidimensional instrument which measure satisfaction with community-based psychiatric service. Results – Main results (301 scales for patients, 163 scales for relatives), pointed out for patients a higher satisfaction for the technical and interpersonal skills of psychiatrists and psychologists (score of specific items >4). Lowest scores of satisfaction were towards the appearance, comfort level and physical layout of the facility (score 2.95) and towards the response of the service to emergencies during the night, weekend and Bank Holidays (score 2.87). Relatives were not particulary keen for the item regarding help to find open employement (score 2.76). Furthermore patients and their relatives gave a negative evaluation of the publicity and information offered by Mental Health Services. Dimensions's analysis reachs the same conclusions deduced items's average score. The result of this study emphasizes the patients higher degree of satisfaction than the relatives. Conclusions – The above results point out three aspects to be improved by the Menthal Health Service in order to satisfy the demands of the patients and relatives: 1. appearance, comfort level and physical layout of the facility, 2. publicity and information, 3. social actives and social skills.
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Suzianti, Amalia, and Arsila Chairunnisa. "Designing Service Blueprint of Self-service Technology (SST) Based Public Transportation Service in Indonesia using SSTQual, Kano Model, and QFD." MATEC Web of Conferences 237 (2018): 03008. http://dx.doi.org/10.1051/matecconf/201823703008.
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Indonesia as one of developing countries has started to slowly implement self-service technology to its public transportation services which are e-ticketing and e-gate. Regardless of the public’s enthusiasm for these self-service technologies implemented, users’ complaints regarding the services implies the importance to redesign services that are focused on user satisfaction. This study attempts to result a design recommendation method for self-service technology based public transportation service to improve customer satisfaction by integrating SSTQual method, Kano Model, QFD and service blueprinting. Result shows that there are 12 service attributes belong to attractive category which need to be prioritized in increasing customer satisfaction. 12 attributes are then translated into technical requirements to obtain innovations to be used in the service blueprint. Through this research, there are 10 technical requirements which need to be applied to improve customer satisfaction. The technical requirements are then detailed in operational actions to be mapped in the service blueprint.
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Pradhan, Bibhuti B. "An Assessment of Satisfaction in Measuring Service Quality in On-Demand Ride Services." Journal of Advanced Research in Dynamical and Control Systems 11, no. 10-SPECIAL ISSUE (2019): 424–28. http://dx.doi.org/10.5373/jardcs/v11sp10/20192825.
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Cholis, Nur, and Rifda Fitrianty. "Analysis of The Influence of Service Quality and Customer Satisfaction on the Intention to Buy 3kg LPG at Pangkalan Rizky Inayah." INCOME: Innovation of Economics and Management 2, no. 2 (2024): 11–15. http://dx.doi.org/10.32764/income.v2i2.5012.
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Good service is the key to customer satisfaction so good service must be considered. Good service provides satisfaction and trust to customers who use the company's services or products. The purpose of this study is to find out the impact of good customer satisfaction, the benefits of good customer service satisfaction, high customer satisfaction, high customer satisfaction with purchases, and the benefits of good customer service satisfaction. Happy buying drivers. In accordance with its purpose, this research is used in many ways. The study has different independent service models, when the difference between customer satisfaction and customer satisfaction is different. The purpose of this study is to find out the benefits of service quality and customer satisfaction towards the purpose of purchasing 3kg LPG from Pengklan Rizki Anaya. The results of the study show that the service has been effective and efficient for satisfied customers. Satisfaction is good and important. It has an impact on resilience, and good service. Positive and negative impacts in thinking will return.
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Wadi Wadi, Ading Rahman Sukmara, and Ferey Herman. "Pengaruh Kualitas Pelayanan Perawat Dan Fasilitas Paramedis Terhadap Kepuasan Pasien." Pajak dan Manajemen Keuangan 1, no. 2 (2024): 47–54. https://doi.org/10.61132/pajamkeu.v1i2.787.
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The problems faced in this study include (1) How does the quality of nurse services affect patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital? (2) How do paramedic facilities affect patient satisfaction in the Inpatient Room of the Regional Public Service Agency of Banjar City General Hospital? (3) How does the quality of nurse services and paramedic facilities affect patient satisfaction in the Inpatient Room of the Regional Public Service Agency of Banjar City General Hospital? This study aims to study, know, and analyze (1) The effect of nurse service quality on patient satisfaction in the Inpatient Room of the Regional Public Service Agency of Banjar City General Hospital. (2) The effect of paramedic facilities on patient satisfaction in the Inpatient Room of the Regional Public Service Agency of Banjar City General Hospital. (3) The effect of the quality of nurse services and paramedic facilities on patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital.The method used in this study is an explanatory survey, while the data analysis techniques, namely validity tests, reliability tests, descriptive statistics, Inferential Statistical Analysis with Multiple Regression. The results of the study inform that (1) The quality of nurse services has a positive effect on patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital. This means that if the quality of service is improved, then patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital will also increase. (2) Paramedic facilities have a positive effect on patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital. This means that if paramedic facilities are improved, patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital will also increase. (3) The quality of nurse services and paramedic facilities has a positive effect on patient satisfaction in the Inpatient Room of the Regional Public Service Agency of Banjar City General Hospital. This means that if the quality of nurse services and paramedic facilities is improved, patient satisfaction in the Inpatient Room of the Regional Public Service Agency of the Banjar City General Hospital will also increase.
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Nugraha, Setiya, Yosi Pahala, and Mustikasari Mustikasari. "Influence of Product Quality, Service Quality and Service Facilities on Passenger Satisfaction Soekarno-Hatta International Airport (Case Study on Luggage Service at The Airport)." Dinasti International Journal of Management Science 6, no. 2 (2024): 251–61. https://doi.org/10.38035/dijms.v6i2.3619.
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This study was conducted along with the increasing number of air passengers at Soekarno-Hatta International Airport so that it must be supported by optimal services and still ensure flight safety and security. This study aims to analyze the effect of product quality, service quality, and service facilities on passenger satisfaction at Soekarno-Hatta International Airport, especially on baggage services. This study uses a quantitative approach with a survey method, where data is obtained through questionnaires distributed to 150 passengers at Soekarno Hatta Airport. Data analysis was carried out with validity tests, reliability tests and hypothesis tests to test the effect of product quality, service quality, and service facilities on passenger satisfaction. The results of the study showed that the three variables, namely product quality, service quality, and service facilities, significantly have a positive effect on passenger satisfaction. Of the three variables, service quality has the most dominant effect on passenger satisfaction in baggage services. These findings indicate that improvements in aspects of service quality, such as speed, security, and complaint handling, are needed to improve passenger satisfaction. The practical implications of this study confirm that the management of Soekarno-Hatta International Airport needs to focus on improving the quality of service and management of baggage service facilities to improve overall passenger satisfaction. Improving product quality should also not be ignored, because passengers demand security and comfort in using baggage services.
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Rater, Salya, Fardiansyah, and Safrijah. "Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan." Jurnal Inotera 6, no. 2 (2021): 74–82. http://dx.doi.org/10.31572/inotera.vol6.iss2.2021.id144.
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 The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.
 
 
 
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Du, Wangbin. "Neural Network in Aircraft Customer Satisfaction Prediction." Advances in Economics, Management and Political Sciences 38, no. 1 (2023): 19–29. http://dx.doi.org/10.54254/2754-1169/38/20231879.
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The aviation service market has become increasingly competitive in recent years, and airlines are constantly seeking new ways to attract more customers and improve their market share. One effective method of assessing customer satisfaction is through evaluating the quality of airline services. In this paper, the target is to explore the influence of various airline services to customer satisfaction. The study identified four key service types that have a significant impact on customer satisfaction. These include Wi-Fi service, online boarding pass printing service, business class customer service, and personal travel customer service. Improving the quality of these services or lowering their price may result in higher satisfaction evaluations, thus attracting more customers and increasing market share. The study found that improving the quality of services for business class customers can have a significant impact on satisfaction levels. For personal travel customers, offering specific promotions or service upgrades can lead to higher satisfaction evaluations. Additionally, for all types of customers, offering high-quality economy class services can significantly reduce negative evaluations and increase the likelihood of repeat business. Overall, the findings suggest that airlines should focus on improving the quality of these key service types to attract more customers and improve their market share. By offering high-quality services at a reasonable price, airlines can enhance their reputation and build a loyal customer base, leading to long-term success in the competitive aviation industry.
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Noviana Djou, Sitti Husna, Darman Darman, and Celsi Kuku. "The Effect of Administrative Service Quality and Officer Responsiveness on Service Satisfaction." West Science Business and Management 1, no. 05 (2023): 588–494. http://dx.doi.org/10.58812/wsbm.v1i05.527.
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This research was conducted to determine the quality of administrative services and officer responsiveness to the service satisfaction of the Bakida Village Office in Gorontalo. The sampling technique used was Accidental Sampling by determining 76 respondents. The research method uses quantitative descriptive with the Statical program for socian science (SPSS). The results of this study show that the Quality of Administrative Services and Officer Responsiveness significantly affect Service Satisfaction at Village Offices with a calculated F value of 103,706, with the number of influences of 0.737 or 73.7%. The quality of administrative services has a significant effect on Service Satisfaction at the Village Office with a calculated value of 3,445, Officer Responsiveness has a significant effect on Service Satisfaction at the Village Office with a calculated value of 6.412.