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Journal articles on the topic 'SERVQUAL Service Quality Tangibles Responsiveness Reliability Assurance Empathy'

Author: Grafiati

Published: 3 June 2025

Last updated: 1 August 2025

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1

Djusar, Syahtriatna, Muhamad Sadar, and Elvira Asril. "Analisa Kualitas Layanan Sistem Smart Unilak Menggunakan Servqual Method." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 11, no. 2 (2020): 278–90. http://dx.doi.org/10.31849/digitalzone.v11i2.5331.

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Keberhasilan suatu layanan, dilihat dari sisi pandang / persepsi user dari Sistem Informasi tersebut. Pengguna menggunakan persepsinya, untuk menilai secara keseluruhan terhadap kualitas sistem informasi. Tujuan dari penelitian ini untuk mengetahui pengaruh dimensi Service Quality (servqual) yakni Tangibles, Reliability, Responsiveness, Assurance dan Empathy, terhadap Kualitas Layanan yang terkait dengan Kepuasan Mahasiswa sebagai Pengguna SMART Unilak di layanan PDPT Unilak. Dari 981 mahasiswa Fasilkom, maka yang menjadi objek penelitian ini adalah 64 mahasiswa yang mengisi kuisioner dan sesu

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Portana, Joepet G. "Service Quality Analysis of Technical Education and Skills Development Authority (TESDA) Training Centers in Nueva Ecija Province." International Journal of Advanced Engineering, Management and Science 10, no. 7 (2024): 39–44. https://doi.org/10.22161/ijaems.107.8.

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Using the SERVQUAL model, this study analyzed the service quality provided by TESDA Training Centers in Nueva Ecija, Philippines. The research aimed to define service quality through five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study revealed that there is a strong positive perception among respondents regarding various service dimensions of the SERVQUAL model. Participants expressed high satisfaction with the tangible services, reliability, responsiveness, professionalism, and empathy demonstrated by the staff of the training centers. Overall, the findi

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Dian, Indriana Hapsari. "Services Quality management for Outpatient Satisfaction in Indonesia." International Journal of Business Management and Technology 5, no. 6 (2023): 75–81. https://doi.org/10.5281/zenodo.7673860.

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This study was aimed to examine whether reliability, responsiveness, assurance, empathy, and physical evidence in providing services took effect on outpatient satisfaction in private hospitals in Surakarta, Indonesia. This research instrument was in the form of a SERVQUAL instrument in the form of a questionnaire based on five quality dimensions. The SERVQUAL measuring instrument was adopted from Parasuraman which was later modified according to the nature of services available in private hospitals in Surakarta, which consists of five dimensions, namely responsiveness, tangibles, reliability,

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Yandi Tjendana and Diah Pranitasari. "Determinants Of Servqual Dimensions On Customer Satisfaction And Loyalty In Maritime Transportation And Logistics Services." Jurnal Ecoment Global 9, no. 3 (2024): 227–40. https://doi.org/10.36982/jeg.v9i3.5179.

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Objective: This study aims to examine the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in relation to service quality and customer loyalty. Design/Methods/Approach: This study employs a quantitative research approach. The population consists of all customers of PT. Bintang Samudera Mandiri Line's maritime transportation and logistics services, totaling 110 companies. The sampling technique used is random sampling, with a sample size of 86 respondents. Data was collected through questionnaires distributed via Google Forms. The data analysis method utilize

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Balinado, Justine Roy, Yogi Tri Prasetyo, Michael Nayat Young, Satria Fadil Persada, Bobby Ardiansyah Miraja, and Anak Agung Ngurah Perwira Redi. "The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service." Journal of Open Innovation: Technology, Market, and Complexity 7, no. 2 (2021): 116. http://dx.doi.org/10.3390/joitmc7020116.

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Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have

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Romano, P. Cammayo. "Demographic insights in service quality and citizen's charter implementation." World Journal of Advanced Research and Reviews 24, no. 3 (2024): 1523–28. https://doi.org/10.5281/zenodo.15193965.

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This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistic

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Mboya, Evetha, Jani DEV, and Theresia Dominic. "The Influence of Services Quality Dimensions on Customer Satisfaction in the Court of Appeal of Tanzania." ORSEA JOURNAL 14, no. 2 (2025): 71–88. https://doi.org/10.56279/orseaj.14.2.6960.

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This study examines the influence of service quality dimensions on customer satisfaction within the Court of Appeal of Tanzania. Employing the SERVQUAL model, the research assessed the influence of tangibles, reliability, responsiveness, assurance and empathy, on customer satisfaction. Partial Least Squares Structural Equation Modeling (PLS-SEM), was utilized to analyze data gathered from 265 court advocates. The findings reveal that tangibles, reliability, assurance and empathy significantly predict customer satisfaction but responsiveness does not. Additionally, the study identifies opportun

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Tuan, Nguyen Anh, and Nguyen Thi Vien Ly. "Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.649.

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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The r

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Mahmudi, A. Aviv. "INTEGRASI SERVQUAL DAN AHP UNTUK EVALUASI KUALITAS LAYANAN DEKRANASDA." SAINTEKBU 13, no. 01 (2021): 8–18. http://dx.doi.org/10.32764/saintekbu.v13i01.1098.

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Achieving superior service quality is the main concern of all service providers, so that service providers are urged to provide high quality customer-oriented services. The purpose of this study was to analyze the quality of customer service at Dekranasda Rembang, using the Servqual and Analitycal Hierarchy Process (AHP) methods. Servqual is used to see customer perceptions and expectations on the five dimensions of servqual including Physical Evidence (Tangibles), guarantee (Reliability), Responsiveness (Responsiveness), Assurance (Assurance) and Empathy (Emphaty). While AHP is used to weight

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Romano P. Cammayo. "Demographic insights in service quality and citizen’s charter implementation." World Journal of Advanced Research and Reviews 24, no. 3 (2024): 1523–28. https://doi.org/10.30574/wjarr.2024.24.3.3849.

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This study evaluates the service quality and implementation of the Citizen’s Charter at two Isabela State University campuses: Ilagan and San Mariano, using the SERVQUAL model as the primary framework. The model assessed service quality across five dimensions tangibles, reliability, responsiveness, assurance, and empathy by identifying gaps between stakeholder expectations and perceptions. A structured survey was administered to faculty, non-teaching staff, and members of the Student Body Organization (SBO), gathering data on satisfaction levels and demographic characteristics. Statistical ana

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Theresiawati, Theresiawati, Henki Bayu Seta, and Artika Arista. "Implementing quality function deployment using service quality and Kano model to the quality of e-learning." International Journal of Evaluation and Research in Education (IJERE) 12, no. 3 (2023): 1560. http://dx.doi.org/10.11591/ijere.v12i3.25511.

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<span lang="EN-US">E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number of e-learning successes and future improvement efforts. Three research methodologies were used in this study to measure, classify, and translate service quality into an improvement process, namely SERVQUAL, Kano model, and quality functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as e-learning users were done to examine the developed methodology. The partial least square (PLS) met

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Theresiawati, Henki Bayu Seta, and Artika Arista. "Implementing quality function deployment using service quality and Kano model to the quality of e-learning." International Journal of Evaluation and Research in Education (IJERE) 12, no. 3 (2023): 1560–71. https://doi.org/10.11591/ijere.v12i3.25511.

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E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number of e-learning successes and future improvement efforts. Three research methodologies were used in this study to measure, classify, and translate service quality into an improvement process, namely SERVQUAL, Kano model, and quality functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as e-learning users were done to examine the developed methodology. The partial least square (PLS) method was used

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Mboya, Evetha, Jani Dev, and Theresia Dominic. "The Influence of Services Quality Dimensions on Customer Satisfaction in the Court of Appeal of Tanzania." ORSEA JOURNAL 14, no. 2 (2025): 71–88. https://doi.org/10.56279/orseaj.v14i2.5.

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This study examines the influence of service quality dimensions on customer satisfaction within the Court of Appeal of Tanzania. Employing the SERVQUAL model, the research assessed the influence of tangibles, reliability, responsiveness, assurance and empathy, on customer satisfaction. Partial Least Squares Structural Equation Modeling (PLS-SEM), was utilized to analyze data gathered from 265 court advocates. The findings reveal that tangibles, reliability, assurance and empathy significantly predict customer satisfaction but responsiveness does not. Additionally, the study identifies opportun

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Wafi Hidayat Ahadi and I Ketut Sudaryana. "Analisis Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit Pelni dengan Metode SERVQUAL (Service Quality)." Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika 2, no. 6 (2024): 284–93. http://dx.doi.org/10.61132/merkurius.v2i6.480.

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This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across al

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Musfarita Affiani. "Analisis Kualitas Pelayanan Penyelenggara Pelatihan Dasar (LatSar) CPNS di BPSDM Provinsi Jambi Tahun 2019." Jurnal Prajaiswara 1, no. 2 (2022): 124–41. http://dx.doi.org/10.55351/prajaiswara.v1i2.12.

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The background of the research is ineffectiveness of a training that resulted in the low satisfaction of the training participants. Service quality including reliability, responsiveness, assurance, empathy and tangibility. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal Finance. The aim of the research is to analyze level of training management servqual. The analys

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Alsheyadi, Anwar Khamis, and Jawaher Albalushi. "Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration." TQM Journal 32, no. 6 (2020): 1197–215. http://dx.doi.org/10.1108/tqm-10-2019-0234.

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PurposeThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality (SERVQUAL) and student satisfaction (SS), and second, to explore the mediating role of cross-functional collaboration (CFC) on these relationships.Design/methodology/approachThe structural equation modelling was used to examine the direct and mediated effect models using data collected through a survey of 352 students from 18 higher education institutes (HEIs) in Oman.FindingsThe statistical analysis confirms our main

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Dhoni, Dhoni Risky Widya Mardika, Anna Febrianty S. Anna, and Darupratomo Daru. "MUTU LAYANAN RUMAH SAKIT DI KOTA SALATIGA SELAMA PANDEMI COVID-19." WIJoB - Widya Dharma Journal of Business 1, no. 01 (2022): 21–27. http://dx.doi.org/10.54840/wijob.v1i01.25.

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This research study aimed at revealing perception on public’s satisfaction index to the service quality of 2 hospitals Salatiga from the dimension of tangibles, reliabilities, responsiveness, assurance and empathy. The population is all community members living in the Salatiga who have reported the research samples are 140 respondents that have been established using Weighted Servqual formulation. The sampling applies the purposive sampling. The data are collected by means of quetionnaire with 6-scale of confirmation index to obtain the data of customers satisfaction index-tangibles, rel

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Himawati, Marlin, Kemala Rengganis, Rabiatul Adawiyah, Dhiya Fasya, Ulfah Rosida, and Nunuk Fitriyana. "OVERVIEW OF PATIENTS SATISFACTION LEVEL AT DENTAL CLINIC CIMAHI TENGAH HEALTH CENTER INDONESIA." Journal of Health and Dental Sciences 1, Volume 1 No 2 (2021): 197–208. http://dx.doi.org/10.54052/jhds.v1n2.p197-208.

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Puskesmas represents the functional organization unit that runs health efforts accepted and affordable by the entire community with society's active role. Puskesmas must have a good quality of health service to provide the satisfaction of the patients. Patient satisfaction is one of the leading indicators of health facilities and has become a standard measure of quality-of-service customer satisfaction. The general objectives of the study are to evaluate the level of satisfaction of patients at the Dental Clinic of Puskesmas Cimahi Tengah, Cimahi City, based on tangible, reliability, responsiv

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Darrmawan, Didit, Fayola Issalillah, Rafadi Khan Khayru, et al. "BPJS Patients Satisfaction Analysis Towards Service Quality of Public Health Center in Surabaya." Media Kesehatan Masyarakat Indonesia 18, no. 4 (2022): 124–31. http://dx.doi.org/10.30597/mkmi.v18i4.19773.

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Surabaya is a growing city and actively develope basic service innovations through Public Health Center (PHC) such as implementing E-Health services, BPJS p-care, including various quality health services and oriented in increasing patient, family, or public satisfaction in Surabaya. The purpose of the study was to identify the level of satisfaction of Badan Penyelenggara Jaminan Sosial (BPJS) and non-BPJS patients with the quality of health services at Manukan Kulon PHC. This research method was a cross-sectional study. The measuring satisfaction instrument used the patient satisfaction index

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Veseta, Una, Karīna Svētiņa, and Oskars Onževs. "DEVELOPMENT OF SERVICE QUALITY FOR STUDY PROGRAMME ‘THERAPEUTIC MASSAGE’." SOCIETY. INTEGRATION. EDUCATION. Proceedings of the International Scientific Conference 2 (May 20, 2020): 403. http://dx.doi.org/10.17770/sie2020vol2.4933.

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Higher education institutions try to provide best quality study and services in order to satisfied student. The purpose of this paper is to develop recommendations to improve service quality for study programme ‘Therapeutic massage’ (EQF study level 5). The standard questionnaire SERVQUAL (five dimensions - reliability, assurance, tangibles, empathy and responsiveness), emphasizing on measuring the gap between level of current and expected service quality was used. In total 122 students (94% of study programme`s students) have participated in research. The study examines the validity of SERVQU

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Kurniawan, Irvan Arif. "KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) PADA BADAN PELAYANAN PERIZINAN TERPADU (BPPT) KOTA BANDUNG." JURNAL ILMIAH ILMU ADMINISTRASI 9, no. 1 (2019): 75–92. http://dx.doi.org/10.33592/jiia.v9i1.768.

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The Bandung City Integrated Licensing Service Agency (BPPT) is an institution that provides one-stop licensing services, especially building construction permit (IMB) services in Bandung City. IMB services at BPPT City Bandung are carried out in an integrated manner by involving related agencies. IMB services in the city of Bandung are the services most proposed by the public. Therefore, in its implementation, it is necessary to pay attention to the quality of service. The quality of public services can be seen from the five dimensions of SERVQUAL (Service Quality), namely the tangible dimensi

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Trintinaglia, Vanessa, Andrea Wander Bonamigo, and Marcelo Schenk de Azambuja. "Primary Health Care Quality." International Journal for Innovation Education and Research 10, no. 3 (2022): 224–38. http://dx.doi.org/10.31686/ijier.vol10.iss3.3684.

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This study aims to analyze the dimensions of the Service Quality Scale (SERVQUAL) and its relationship with the essential attributes of Primary Care. This is a qualitative research with elderly people living in eight cities in ‘Serra Gaúcha’ region, in Southern Brazil, with Family Health Teams and Primary Care Teams. Semi-structured interviews were conducted and the responses of each dimension were analyzed, relating them to the essential attributes of Primary Health Care. First contact accessible evidenced in the dimensions reliability, responsiveness, assurance, empathy and tangible. Continu

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Ariani Rambe, Sangkot, Sakhyan Asmara, and Hatta Ridho. "EVALUATION OF THE QUALITY OF LICENSING SERVICES AT THE INVESTMENT SERVICES AND ONE DOOR INTEGRATED LICENSING SERVICES IN NORTH SUMATRA PROVINCE." International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) 2, no. 1 (2022): 909–20. http://dx.doi.org/10.54443/ijset.v2i1.101.

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Licensing services at the Investment Service and One-Stop Integrated Licensing Services of North Sumatra Province are still experiencing problems and problems related to Information and Technology systems, the absence of Regional Regulations regarding guidelines for licensing or regulations, facilities and infrastructure that are less supportive and the number of public complaints regarding licensing services which can be seen through television and internet media. This study aims to determine the quality of licensing services at the Office of Investment and One-Stop Integrated Licensing Servi

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Ulpa, Dwiki Yosinta, Rizani Teguh, and Dicky Pratama. "Analisis Kualitas Pelayanan Aplikasi Lazada Berbasis Mobile Dengan Metode Servqual." Jurnal Teknologi Sistem Informasi 2, no. 1 (2021): 38–48. http://dx.doi.org/10.35957/jtsi.v2i1.847.

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Lazada adalah salah satu e-commerce yang ada di Indonesia. Dari banyaknya penggunaaplikasi Lazada dilakukanlah penelitian untuk mengukur kualitas pelayanan aplikasi Lazada.Penelitian ini dilakukan dengan menggunakan model Servqual yang meliputi lima dimensikualitas jasa yaitu; Tangibles (bukti terukur), Reliability (keandalan), Responsiveness (dayatangkap), Assurance (jaminan), dan Empathy (empati). Proses pengumpulan data dilakukandengan melakukan penyebaran kuesioner kepada pengguna aplikasi Lazada. Teknikpengambilan sampel menggunakan random sampling. Untuk mengolah data menggunakansoftware

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Green, Paul. "Measuring Service Quality In Higher Education: A South African Case Study." Journal of International Education Research (JIER) 10, no. 2 (2014): 131–42. http://dx.doi.org/10.19030/jier.v10i2.8515.

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The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and reliability). A convenience sampling technique was applied, the data were collected from 280 respondents at the Durban University of Technology (DUT), and the results and discussion are presented. The findings reveal that, on average, customers had h

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Kuswanto, Andi Diah, Elvi Sunita Perangin-angin, and Sari Masshitah. "ANALISA KEPUASAN PASIEN BPJS TERHADAP PELAYANAN KLINIK SAAT PANDEMI COVID-19 MENGGUNAKAN METODE SERVQUAL FUZZY." Akrab Juara : Jurnal Ilmu-ilmu Sosial 7, no. 1 (2022): 280. http://dx.doi.org/10.58487/akrabjuara.v7i1.1774.

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The COVID-19 pandemic has made the clinic crowded with patients due to the many symptoms it causes. The clinic provides outpatient services which include consultation with general practitioners, dental care, as well as a pharmacy with a network of midwives and laboratories. The wider access to BPJS Health services will affect the increasing number of patients who will seek treatment using BPJS health facilities at this clinic. The lack of service quality will be one of the obstacles to the level of patient satisfaction. Measurement of service quality is carried out using the fuzzy servqual met

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Rahayu, Sri, and Nasrawati. "Servqual dalam Kualitas Pelayanan terhadap Kepuasan Pasien Pengguna JKN di Puskesmas Karangrayung." Pro Health Jurnal Ilmiah Kesehatan 6, no. 1 (2024): 41–47. http://dx.doi.org/10.35473/proheallth.v6i1.2702.

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The harmony of sustainable and integrated services at community health centers is a quality in health services that can increase the level of public health. The quality of Puskesmas services appears to be not optimal because services are still received late. Patients’ perceptions of the quality of health services starting from the needs and expectations of the community appear to be lacking, so the quality of services provided by the Karangrayung Community Health Center needs to be researched. The service quality approach in service marketing research that was developed and popular is used as

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Magasi, Chacha, Robert Galan Mashenene, and Dorice Munuo Ndengenesa. "Service Quality and Students’ Satisfaction in Tanzania’s Higher Education: A Re-examination of SERVQUAL Model." International Review of Management and Marketing 12, no. 3 (2022): 18–25. http://dx.doi.org/10.32479/irmm.13040.

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This study assessed the effect of service quality on customer satisfaction in Tanzanian’s higher education by re-examination of SERVQUAL Model through testing its existing five dimensions, namely; tangibles, reliability, responsiveness, empathy and assurance and one new suggested dimension, namely, compliance. The study was carried out in higher learning institutions situated in Dodoma city. The study employed a stratified random sampling technique to select a sample. The study adopted a cross-sectional research design whereas a questionnaire survey was used to collect quantitative data from a

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Sutanto, Agus. "Pengukuran Kualitas Jasa Bengkel Sepeda Motor SM di Kota Padang dengan Metode Servqual." Jurnal Optimasi Sistem Industri 10, no. 2 (2011): 154. http://dx.doi.org/10.25077/josi.v10.n2.p154-159.2011.

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This paper is concerned with the measurement of customer satisfaction a motorcycle repair shop in the city of Padang on the quality of service received by the SERVQUAL method. The method was developed in the 1980s by Zeithaml, Parasuraman & Berry used a questionnaire to measure quality of service. With this, it is known how big the gap (gap) that exists between perceptions and expectations of customers of a service company. Method of quantitatively measuring the quality of this service, contains dimensions such as tangibles (physical facilities and personnel), responsiveness (responsivenes

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Narendra, Narendra, and Namrata Khemraj Yadav. "COMPARATIVE ANALYSIS OF SERVICE QUALITY IN PUBLIC SECTOR BANKS AND INDIA POST’S FINANCIAL SERVICES USING SERVQUAL MODEL." INTERNATIONAL JOURNAL OF ADVANCED RESEARCH IN COMMERCE, MANAGEMENT & SOCIAL SCIENCE 07, no. 03(I) (2024): 130–36. http://dx.doi.org/10.62823/ijarcmss/7.3(i).6819.

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Financial services which often involve sensitive transaction such as savings, insurance, loans and investments need to be high in service quality to build trust and credibility among customer. In financial transactions customers need to feel secure that their investments are managed with care and expertise. Service quality of financial services plays a fundamental role to the functioning of modern economies. The present study compares the service quality of Public Banks and India Post Office Financial Services using the SERVQUAL model which assesses five dimensions of service quality: tangible

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Amalia, Nurul Fitri, and Eva Zuraidah. "Analisa Kualitas Layanan Web Pendaftaran Online Pada MI Satria Menggunakan Metode Servqual." Resolusi : Rekayasa Teknik Informatika dan Informasi 2, no. 6 (2022): 274–82. http://dx.doi.org/10.30865/resolusi.v2i6.420.

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The problem raised in this study is whether the use of online new student admission information systems at MI SATRIA DKI Jakarta has an effect on user satisfaction. PPDB Online is still poorly understood by prospective students because of the complicated registration system process and the lack of knowledge in the IT field for prospective students who want to register. The problems that arise because of concerns about the difficulty of registering are aimed at knowing and analyzing the effect of service quality consisting of reliability, responsiveness, assurance, empathy, and tangible variabl

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Nu’man Nashif Annawwaf and Nur Nawaningtyas Pusparini. "Analisa Tingkat Kepuasan Pelayanan pada Aplikasi PLN Mobile dengan Metode Service Quality." Neptunus: Jurnal Ilmu Komputer Dan Teknologi Informasi 2, no. 4 (2024): 192–206. http://dx.doi.org/10.61132/neptunus.v2i4.453.

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This study aims to analyze user satisfaction with the PLN Mobile application using the Service Quality (SERVQUAL) method. PLN Mobile is a digital innovation from PLN, offering services such as electricity payment, token purchase, and e-commerce for electrical equipment. The SERVQUAL method assesses the gap between customers' expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data collection involved questionnaires focusing on users' perceptions and expectations, complemented by direct observations of user interactions with the a

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Gumilang, Dicky, Anita Dewi, Arief Suwandi, Zulfiandri, and Derajat Amperajaya. "Analysis and Improvement of Service Quality at PT KAI Using Servqual and IPA Methods Case Study: Pasar Senen Station- Jakarta." International Journal of Research 11, no. 2 (2024): 439–03. https://doi.org/10.5281/zenodo.10702714.

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This study aims to determine the effect of station service quality, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, as well as station facilities, on customer satisfaction. The methods used in this study are Service Quality (Servqual) and Importance Performance Analysis (IPA). The results obtained indicate that the service quality values for Tangibles, Reliability, and Responsiveness dimensions fall below customer expectations. The value of service quality for Assurance and Empathy is also below customer expectation. Based on the results of the

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Suhendro, Suhendro, Dandang Setyawanti, Agung Nugroho Jati, and Tasari Tasari. "PENGUKURAN MUTU LAYANAN TERHADAP KEPUASAN KONSUMEN TOKO RITEL INDOMARET X KOTA SURAKARTA." WIJoB - Widya Dharma Journal of Business 1, no. 02 (2022): 13–19. http://dx.doi.org/10.54840/wijob.v1i2.32.

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This research study aimed at revealing perception on public’s satisfaction index to the service quality of Indomaret Retail X Surakarta from the dimension of tangibles, reliabilities, responsiveness, assurance and empathy. The population is all community members living in the Surakarta areas who have reported the research samples are 95 respondents that have been established using Cronin and Taylor’s Weighted Servqual formulation. The sampling applies the purposive sampling. The data are collected by means of quetionnaire with 6-scale of confirmation index to obtain the data of customers

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Anwar, Muhammad Faris, and Gempur Santoso. "PENGUKURAN TINGKAT KUALITAS PELAYANAN MAINTENANCE TERHADAP KEPUASAN TENAGA KERJA PT. BAYER INDONESIA AREA SURABAYA DENGANI METODE SERVICE QUALITY (STUDI KASUS CV. CALDERA NUSANTARA)." JISO : Journal of Industrial and Systems Optimization 5, no. 2 (2022): 136. http://dx.doi.org/10.51804/jiso.v5i2.136-142.

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ABSTRAK CV. Caldera Nusantara merupakan perusahaan jasa maintenance building yangi berada di Sidoarjo Jawai Timur. Fungsi dari penelitiani ini adalah agar mengetahuii kualitas pelayanani yang telah idiberikan kepada tenaga kerja PT. Bayer Indonesia area Surabaya selama ini dan menemukan atribut atau item prioritas perbaikan untuk meningkatkan kualitas layanan CV. Caldera Nusantara. Metodei yang dipakai untuk analisa ini yaitu ,menggunakani Metode Servqual (Service, Quality) pada dimensi layanan dan. Dimensi pelayanan yang diberikan mencakup dimensi Tangibles (Bukti Langsung), Reliability (Keha

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Dzakwan, Muhammad Arkaan, and Fadliadi Ubit. "Understanding Service Quality And Satisfaction In Education And Training Through The SERVQUAL Model." seulanga 4, no. 1 (2025): 16–27. https://doi.org/10.47655/68cf6e15.

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Participant satisfaction is a key determinant of success in educational and training programs, influencing engagement, retention, and learning outcomes. This literature review examines how service quality shapes participant experiences by applying the SERVQUAL model, which includes five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. These dimensions reflect critical elements such as consistent delivery, timely support, instructor competence, personalized attention, and adequate learning infrastructure. When educational institutions prioritize these aspects, they no

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Dzakwan, Muhammad Arkaan, and Fadliadi Ubit. "Understanding Service Quality And Satisfaction In Education And Training Through The SERVQUAL Model." seulanga 4, no. 1 (2025): 16–27. https://doi.org/10.47655/seulanga.v4i1.220.

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Participant satisfaction is a key determinant of success in educational and training programs, influencing engagement, retention, and learning outcomes. This literature review examines how service quality shapes participant experiences by applying the SERVQUAL model, which includes five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. These dimensions reflect critical elements such as consistent delivery, timely support, instructor competence, personalized attention, and adequate learning infrastructure. When educational institutions prioritize these aspects, they no

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Ryglová, Kateřina, Ida Vajčnerová, and Jakub Šácha. "Approaches to quality management in hotel industry." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 7 (2013): 2693–99. http://dx.doi.org/10.11118/actaun201361072693.

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The aim of the paper is to present possibilities and specifics of quality management in hotel services with the focus on the Servqual model. Servqual works on the definition of five dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy. Demonstrating the practical application of Servqual in selected hotels in the Czech Republic is also a part of the paper. Input data have been gained by force of a primary field-research with the help of a quantitative research via questionnaires and deep interviews. The results of the Servqual score for individual dimensi

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Zahro, Fatimatu, Iis Riyana, and Enik Sulistyowati. "Meningkatkan Kualitas Pelayanan Terhadap Kepuasan Pelanggan dengan Metode SERVQUAL di CV. Budidaya Jamur Sejati." Jurnal Teknik Industri Terintegrasi 8, no. 3 (2025): 2338–46. https://doi.org/10.31004/jutin.v8i3.45002.

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To improve the quality of service towards customer satisfaction at CV.Budidaya Jamur Sejati using the SERVQUAL method. The study was conducted by distributing questionnaires to customers to measure their perceptions and expectations of the five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results of the analysis showed that there was a negative gap in all dimensions of SERVQUAL, indicating that the service provided had not fully met customer expectations. The Assurance dimension showed the largest gap, indicating a need for improveme

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Thapa, Makshindra. "SERVQUAL Gap Analysis of Nepalese Commercial Banks." Batuk 6, no. 2 (2020): 42–52. http://dx.doi.org/10.3126/batuk.v6i2.34492.

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The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed t

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Suranti, Dewi, and Yupianti Yupianti. "Fuzzy servqual implementation in evaluation of agricultural extention officer service quality." Jurnal Teknologi dan Sistem Komputer 7, no. 4 (2019): 147–53. http://dx.doi.org/10.14710/jtsiskom.7.4.2019.147-153.

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This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achi

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Bakti, Asri Rani Prasetia, and Enik Rahayu. "Optimizing the Implementation of SERVQUAL Principles in Hospital Financial Management to Improve Operational Efficiency and Patient Satisfaction." Journal of Education, Humaniora and Social Sciences (JEHSS) 7, no. 3 (2025): 1075–83. https://doi.org/10.34007/jehss.v7i3.2550.

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This article aims to analyze the implementation of SERVQUAL dimensions in financial management at RSU Comal Baru and evaluate its direct influence on service quality and hospital operational performance, especially in terms of financial efficiency. The focus of this study covers five main dimensions of SERVQUAL—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—emphasizing how each dimension affects the effectiveness of the financial system and patient perceptions of hospital financial services. This study uses a qualitative approach with data collection methods through in-depth in

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Susanty, Fitri Sari, Nur Afrainin Shah, and Wihardi Triman. "The Relationship Between Service Quality and Patient Satisfaction at the Neurology Polyclinic of Mohammad Natsir Hospital." Journal of Social Research 2, no. 3 (2023): 949–66. http://dx.doi.org/10.55324/josr.v2i3.756.

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Quality health services are the needs and desires of every patient. Patient satisfaction is related to the quality of service they receive. This study analyzed the relationship between service quality and patient satisfaction at the neurology polyclinic of the Mohammad Natsir Solok Regional General Hospital (RSUD). Service quality according to Zeithaml et al has five dimensions, namely: Reliability, Assurance, Tangibles (physical evidence), Empathy (empathy), and Responsiveness knew as SERVQUAL. The purpose of this study is to determine the relationship between each dimension of service qualit

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RAJ, DES. "A Study of Customer Perceptions of Service Quality in the Indian Banking Sector." Journal of Global Business and Management Review 4, no. 1 (2022): 1. http://dx.doi.org/10.37253/jgbmr.v4i1.6548.

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Service quality is a powerful weapon which is used by the marketers to differentiate their services from the competitors. In this context, this study investigates the difference between the banks in respect to the service quality dimension. SERVQUAL model has been selected to measure the service quality in Northern Province of Sri Lanka. Four main commercial banks were selected for the study. Three hundred and fifty questionnaires were issued for data collection based on Convenience sampling method. SPSS version 18 was used for data analysis. Discrepancy was found in customer perception of ser

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Mwatawala, Hija Walad, and Tumaini Daniel Kapene. "Assessing Perceived Service Quality and Satisfaction among Elderly Recipients of Free Health Services in Dodoma, Tanzania: A SERVQUAL Approach." Asian Journal of Medicine and Health 22, no. 7 (2024): 10–19. http://dx.doi.org/10.9734/ajmah/2024/v22i71040.

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Aims: This study aimed at assessing the perceived quality of free health services and satisfaction amongst elderly people. Study Design: Cross-sectional research design was employed. Place and Duration of Study: Study was conducted in Dodoma District, Tanzania from September – November 2023. Methodology: A cross-sectional design was adopted in the study. Purposive and simple random sampling techniques were used to select 134 elderly from the study area. Data was collected using questionnaires through interviews. The SERVQUAL model was employed, looking at the gap score of five dimensions (tang

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Ella Dian Praharyati. "Persepsi dan Harapan Penumpang Terhadap Pelayanan Maskapai Garuda Indonesia di Bandar Udara Internasional Zainudin Abdul Madjid Lombok." Jurnal Multidisiplin Madani 2, no. 7 (2022): 3283–98. http://dx.doi.org/10.55927/mudima.v2i7.676.

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This study aims to analyze passenger satisfaction and determine the service quality attributes of Garuda Indonesia Airlines at Zainuddin Abdul Majid International Airport Lombok that need to be developed. This research was conducted for one month, using five main dimensions of service quality, namely the appearance of elements or physical/tangibles, reliability, responsiveness, assurance, and empathy. The sample of this research is Garuda Indonesia airline passengers. The sample in this study used purposive sampling method. Data was collected by means of questionnaires, documentation, and lite

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Minja, Mary Daniel, Crispin Magige Ryakitimbo, Lukio Lawrence Mrutu, and Nyakeko Francis. "Students’ Perceptions on Sustainable Service Quality in Higher Education Using Serviqual Model– A Case of Tanzania Institute of Accountancy Singida Campus." Asian Research Journal of Arts & Social Sciences 22, no. 8 (2024): 48–62. http://dx.doi.org/10.9734/arjass/2024/v22i8560.

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This study examined service quality and student satisfaction in higher education, focusing on the Tanzania Institute of Accountancy (TIA) Singida Campus. Using SERVQUAL model, the research explored five dimensions of service quality: tangibles, assurance, reliability, responsiveness, and empathy. A case study design was employed to gather data from 297 diploma and undergraduate students. Quantitative analysis via IBM SPSS version 25 revealed varied satisfaction levels across the SERVQUAL dimensions. Tangibles received the lowest satisfaction scores indicating a need for improved facilities and

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Bahiyyah, Fina Durriyatun, and Udik Budi Wibowo. "Analisis Kualitas Layanan Akademik Madrasah Dengan Metode Servqual Pada Pendidik Dan Tenaga Kependidikan." Kelola: Jurnal Manajemen Pendidikan 6, no. 1 (2019): 1–10. http://dx.doi.org/10.24246/j.jk.2019.v6.i1.p1-10.

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This study aims to describe the quality indicators of madrasah academic services to measure the madrasah ability in providing facilities, teachers and education staff, and services that meet the student expectations with the Servqual method. This study uses a quantitative approach with analytical descriptive research. Data collecting technique used a closed questionnaire of rating scale model. Validity test uses product moment correlation and reliability test using Cronbach Alpha. The measurement indicators in this study include five aspects, namely tangibles, reliability, responsiveness, assu

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Eposi, Elsie Mbua. "Evaluation of Customers’ Expectations and Perceptions of Service Quality Dimensions: A Study of South African Post Office in the North-West Province." International Review of Management and Marketing 13, no. 6 (2023): 29–42. http://dx.doi.org/10.32479/irmm.14876.

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The study seeks to measure customers' expectations of service quality provided by managers and frontline employees against their perceptions of service quality in Post offices in the North-West Province of South Africa and to determine the gap between customers ‘expectations and their perceptions of service quality using the five service quality dimensions. Data were collected by SERVQUAL questionnaire to examine the areas of tangibility, reliability and responsiveness, assurance, and empathy from 384 post office customers. To select respondents for this study, non-probability sampling techniq

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Pupus Atika Septiany and Ahmad Mansur. "Investigation of Room Attendant Service Quality and Guest Satisfaction in the Hospitality Industry." International Journal of Educational and Life Sciences 2, no. 7 (2024): 807–20. http://dx.doi.org/10.59890/ijels.v2i7.2161.

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The hospitality sector relies on hotels for visitor lodgings and amenities. Housekeeping includes keeping guest rooms clean and comfortable. This research evaluates how Renaissance Okinawa Resort room attendants prepare rooms and guest satisfaction. For quantitative descriptive study, 100 resort visitors were surveyed. SERVQUAL scored service quality on assurance, tangibles, responsiveness, empathy, and reliability. Room attendants disappointed visitors by -0.20 generally. The assurance dimension differed most, whereas tangibles least. The survey also identified a 0.78 link between client happ

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