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Journal articles on the topic 'SERVQUAL'

Author: Grafiati

Published: 4 June 2021

Last updated: 26 July 2025

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1

Scardina, Sharon A. "SERVQUAL." Journal of Nursing Care Quality 8, no. 2 (1994): 38–46. http://dx.doi.org/10.1097/00001786-199401000-00008.

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Cronholm, Stefan, and Nicklas Salomonson. "Measures that matters: service quality in IT service management." International Journal of Quality and Service Sciences 6, no. 1 (2014): 60–76. http://dx.doi.org/10.1108/ijqss-12-2012-0022.

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Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always satisfactory. Measurements used to monitor and evaluate ITSM-processes are mainly suggested from a service provider perspective. The purpose of this paper is to suggest measurements for ITSM based on a customer perspective that can be used for improving questionnaires. Design/methodology/approach – The SE

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Suherman, Enjang, Suroso Suroso, and Neni Sumarni. "Analisis E-Servqual Dan Etika Perilaku Penjual Terhadap E-Satisfaction Shopee." Widya Cipta: Jurnal Sekretari dan Manajemen 6, no. 2 (2022): 151–61. http://dx.doi.org/10.31294/widyacipta.v6i2.12783.

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AbstrakTingkat penggunaan marketplace semakin meningkat, salah satu yang terkenal di Indonesia adalah Shopee. Penyedia layanan marketplace selalu memperhatikan kualitas pelayanan elektronik yang dapat meningkatkan kepuasan konsumen elektronik. Kemudian etika perilaku penjual diperlukan sebagai upaya untuk meningkatkan kepuasan konsumen elektronik. Tujuan dari penelitian ini untuk mengetahui E-Servqual dan etika perilaku penjual secara parsial dan simultan mempengaruhi kepuasan konsumen elektronik.Metode penelitian ini dengan kuantitatif. Ukuran populasinya adalah 1.729 mahasiswa secara purposi

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Abu‐El Samen, Amjad A., Mamoun N. Akroush, and Bayan N. Abu‐Lail. "Mobile SERVQUAL." International Journal of Quality & Reliability Management 30, no. 4 (2013): 403–25. http://dx.doi.org/10.1108/02656711311308394.

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Gregory, Jess L. "Applying SERVQUAL." Journal of Applied Research in Higher Education 11, no. 4 (2019): 788–99. http://dx.doi.org/10.1108/jarhe-12-2018-0268.

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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth. Findings The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of emp

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Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expecta

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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expecta

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Jain, Prachi, and Vijita Singh Agg. "Servqual vs RSQS." Asian Journal of Management 8, no. 3 (2017): 774. http://dx.doi.org/10.5958/2321-5763.2017.00122.6.

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Johns, Nick, Darren Leeross, and Phil Tyas. "SERVQUAL and PAT." Journal of Quality Assurance in Hospitality & Tourism 1, no. 1 (2000): 13–29. http://dx.doi.org/10.1300/j162v01n01_02.

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Woo, Ka Shiing, and Simon S. K. Lam. "Measuring Service Quality: A Test-retest Reliability Investigation of Servqual." Market Research Society. Journal. 39, no. 2 (1997): 1–18. http://dx.doi.org/10.1177/147078539703900201.

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The SERVQUAL scale has been widely used by both academics and practising managers to measure service quality, but recent research has raised concerns about the reliability of SERVQUAL. Using the test-retest correlation method, this paper assesses short and long range stability of SERVQUAL. The results indicate that the SERVQUAL scale is not stable over time as revealed by the insignificant correlation between the test scores and retest scores. Although items in the expectation battery of the SERVQUAL scale remain fairly stable over time, the performance items are subject to instability even in

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Mega Wijaya, Petra Surya. "PENGARUH SATISFACTION, SERQUAL, DAN BRAND CREDIBILITY TERHADAP BRAND LOYALTY GO-JEK DI YOGYAKARTA." Jurnal Riset Manajemen dan Bisnis 11, no. 2 (2017): 131. http://dx.doi.org/10.21460/jrmb.2016.112.242.

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ABSTRACTThe phenomenon of Go-jek that booming in Yogyakarta lately, this study tries to analyze from thestandpoint of consumer loyalty Go-jek and the variables that affect the formation of loyalty. A numberof variables that influence consumer loyalty among them is satisfaction, servqual, and brandcredibility, while servqual itself is influenced by two variables: brand image, and brand trust. Theresearch quation is whether the brand image and brand trust affects servqual, whether servqual affectsatisfaction, and whether servqual, satisfaction and brand credibility affect brand loyalty. A total

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Nazariah, Abdul Rahman Lubis, and Sulaiman. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER RELATION ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER VALUE AND CUSTOMER SATISFACTION ON PT. ISKANDARIA TOUR & TRAVEL." International Journal of Business Management and Economic Review 05, no. 05 (2022): 65–75. http://dx.doi.org/10.35409/ijbmer.2022.3432.

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This study aims to examine the effect of service quality (servqual) and customer relation on customer loyalty mediated by customer value and customer satisfaction at PT. Iskandaria Tours & Travel (Iskandaria). The population was all of Iskandaria's customers with the exact number unknown. In the survey, questionnaire distributed there were 42 question items, so the minimum sample was 42 x 5 = 210 samples. The data were tested with SEM-AMOS. The result proves that servqual, customer relation, customer value, customer satisfaction, and loyalty in Iskandaria can be said to be good, servqual a

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Binoy Mathew, Mohan Cherian. "Assessing Service Quality Dimensions in Open and Adaptive Pedagogies: A SERVQUAL Model for 21st Century Teaching–Learning Ecosystems." Power System Technology 49, no. 2 (2025): 2109–33. https://doi.org/10.52783/pst.1998.

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This study examines service quality in open and adaptive learning environments by adapting the SERVQUAL model to contemporary pedagogical ecosystems. While traditional education quality metrics emphasize academic outcomes, the rise of digital learning necessitates evaluating service delivery through learner-centric dimensions: tangibility (digital infrastructure), reliability (consistent adaptive content), responsiveness (real-time support), assurance (instructor competence), and empathy (personalized engagement). Despite SERVQUAL’s established validity in commercial contexts, empirical resear

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Hamzah, Zalfa Laili, Siew Peng Lee, and Sedigheh Moghavvemi. "Elucidating perceived overall service quality in retail banking." International Journal of Bank Marketing 35, no. 5 (2017): 781–804. http://dx.doi.org/10.1108/ijbm-12-2015-0204.

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Purpose The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation. Design/methodology/approach A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang V

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Nova Wisnianingsih and Agus Nurrokhman. "Quality control using the failure mode effect and analysis to reduce defects in PT. NSP." TEKNOSAINS : Jurnal Sains, Teknologi dan Informatika 12, no. 1 (2025): 71–76. https://doi.org/10.37373/tekno.v12i1.1290.

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This research is to analyze service quality and customer satisfaction to find out the factors of consumer/customer complaints so that company performance can be improved and improved. This research uses the Servqual method, the company can then find out consumers' perceptions and expectations, while the company's AHP method is able to sort out which criteria are prioritized first to improve service quality so that the hospital becomes better. The results of the research were conducted with a sample of 100 respondents and 20 question items. In calculating the weighted servqual, the priority for

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Niera Feblidiyanti. "Analysis of service quality on customer satisfaction using the service quality method and analytical hierarchy process." TEKNOSAINS : Jurnal Sains, Teknologi dan Informatika 12, no. 1 (2025): 87–97. https://doi.org/10.37373/tekno.v12i1.1305.

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This research aims to analyze service quality and customer satisfaction to find out the factors of consumer/customer complaints so that company performance can be improved and improved. This research uses the Servqual method, the company can then find out consumers' perceptions and expectations, while the company's AHP method can sort out which criteria are prioritized first to improve service quality so that the hospital becomes better. The results of the research were conducted with a sample of 100 respondents and 20 question items. In calculating the weighted servqual the priority for impro

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Hasan, Zuhairah, Muhammad Farhan Mohammad Asri, Siti Norashikin Bashirun, and Nurul Ain Mustakim. "Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia." Information Management and Business Review 16, no. 3(I)S (2024): 981–93. http://dx.doi.org/10.22610/imbr.v16i3(i)s.4168.

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The SERVQUAL model has been used for several years to illustrate the relationships between tangible, assurance, reliability, responsiveness, empathy, and customer satisfaction. This paper posits that the SERVQUAL model requires an extension to better explain the relationships between the factors that influence customer satisfaction. The main difference is that the revised SERVQUAL includes the dimensions that apply to the online service industry or e-commerce, thus the proposed e-SERVQUAL comprises fulfillment, efficiency, privacy, and system availability. In this paper, e-SERVQUAL pinpointed

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Kurniawan, Deddi, Muhammad Adam, and Mukhlis. "The Effect of Service Quality and Satisfaction on Loyalty Mediated by Trust in Bank Aceh Action Mobile Service Users." International Journal of Scientific and Management Research 06, no. 03 (2023): 60–70. http://dx.doi.org/10.37502/ijsmr.2023.6304.

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This research aims to examine the service quality (Servqual) and satisfaction effect on loyalty mediated by trust in Bank Aceh Action Mobile Service Users. This research was conducted on Bank Aceh Syariah (BAS). The population was all Bank Aceh Action Mobile Service Users. The sample used was 200 people based on Structural Model (SEM) test requirement. The results show on Bank Aceh Action Mobile Service Users, Servqual affects trust, Satisfaction affects trust, Servqual affects loyalty, Satisfaction affects loyalty, Trust affects loyalty, Servqual affects loyalty thru trust, and Servqual affec

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Nurhadi, Ihsan, and Bambang Darmawan. "Coherence and Gap Between Service Quality Attributes and Customer Satisfaction." Journal of Logistics and Supply Chain 2, no. 2 (2022): 49–60. http://dx.doi.org/10.17509/jlsc.v2i2.62850.

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Service conformance to customer expectations is measured in terms of service quality. In order to enhance their services, spot issues as they arise, and more accurately gauge customer satisfaction, service business owners frequently evaluate the quality of the services they offer to their clients. The link between sustainable product qualities and consumer decision-making has been the subject of significant research advancements in recent decades. Nonetheless, despite the substantial quantity of research, conclusions are still dispersed and occasionally even inconsistent. Because customers' as

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Ahmed, Ammar, Faiz Muhammad Khuwaja, Ismail Bin Lebai Othman, Muhammad Asif Qureshi, and Rao Akmal Ali. "Validation of SERVQUAL Model in Relation to Customer Loyalty: Evidence from FMCGs in Pakistan." Sukkur IBA Journal of Management and Business 4, no. 2 (2017): 54. http://dx.doi.org/10.30537/sijmb.v4i2.111.

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The aim of this study is to make a scientific contribution to understanding the relationship between SERVQUAL model and customer loyalty. The primary objective is to examine the composite relationship between SERVQUAL model and customer loyalty from the perspective of FMCG customers. The second objective is to investigate the relationship between each dimension of the SERVQUAL model in relation to customer loyalty. Through the self-rated survey, data was collected from the 400 walk-in customers of FMCG firms. Using PLS-SEM approach, the validation of SERVQUAL model was analyzed in relation to

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Nel, Deon, Leyland F. Pitt, and Pierre R. Berthon. "The SERVQUAL instrument: Reliability and validity in South Africa." South African Journal of Business Management 28, no. 3 (1997): 113–22. http://dx.doi.org/10.4102/sajbm.v28i3.796.

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The drive to measure service quality has become a major focus in many organizations, as the links between service quality and business performance have become more clear. Similarly, the development of SERVQUAL, an instrument for the measurement of service quality, has spurred much research in this area. Most of the research concerning SERVQUAL has focussed on the psychometric properties of rehability and validity. SERVQUAL has received considerable academic and practitioner research attention in South Africa; however, while isolated studies have commented on its robustness none have considered

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Humayra, Farah. "Analysis Of Service Quality and Price Conformity Influence on Repurchase Decision with Customer Satisfaction as An Intervening Variable on Delivery Service Users in Bireuen District." International Journal of Scientific and Management Research 06, no. 04 (2023): 73–84. http://dx.doi.org/10.37502/ijsmr.2023.6406.

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This study aims to examine the Service Quality (Servqual) and Price Conformity effect on Repurchase Decision with Customer Satisfaction as an intervening variable for users of goods delivery services. The population in this study are users of delivery services in the Bireuen District. The number of samples used was 310 people. Data were processed using the SEMAMOS. The result concludes that in Delivery Service Companies in Bireuen District, servqual influences satisfaction, price conformity influences satisfaction, Servqual influences repurchasing decision, price conformity influences repurcha

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Haryono, Haryono, Dwi Iryaning Handayani, Tri Prihatiningsih, and Erly Ekayanti Rosyida. "Model Integrasi Servqual and Quality Function Deployment untuk Penilaian Kualitas Pelayanan: A Case Study Industri Garment." SINTA Journal (Science, Technology, and Agricultural) 3, no. 2 (2022): 97–110. http://dx.doi.org/10.37638/sinta.3.2.97-110.

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Servqual merupakan salah satu metode kualitas yang populer digunakan dalam mengukur kualitas layanan. Namun terdapat Keterbatasan pada metode Servqual, keterbatasan ini dapat dicapai dengan integrasi Servqual dan metode Quality Function Deployment (QFD). Tujuan penelitian ini mengintegrasikan Servqual dan QFD dalam melakukan penilaian kualitas layanan dan kepuasan atas layanan pada department IT (information technology) pada industri garmen di Jawa Timur. Metode Servqual untuk menilai kualitas persepsi dan harapan, sedangkan kualitas desain yang dilakukan melalui teknik QFD. Berdasarkan ServQu

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Eva Yuliana Zahra, Annisa Jahra Fajriyah, Regita Lumbansiantar, Joy Regina Simatupang, and Khoirul Aziz Husyairi. "Analisis Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan di Toko XYZ Menggunakan Metode Service Quality." EKOMA : Jurnal Ekonomi, Manajemen, Akuntansi 4, no. 1 (2024): 2964–73. https://doi.org/10.56799/ekoma.v4i1.6341.

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Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan yang diberikan oleh toko XYZ dan dampaknya terhadap tingkat kepuasan pelanggan. Dengan demikian, hasil dari penelitian ini diharapkan dapat memberikan rekomendasi bagi manajemen untuk meningkatkan kualitas pelayanan, yang pada akhirnya akan meningkatkan kepuasan dan loyalitas pelanggan. Data diolah menggunakan pendekatan Service Quality (Servqual). Perhitungan ini akan menghasilkan kesenjangan servqual untuk setiap karakteristik layanan. Seperti metode lainnya, pendekatan servqual membagi perhitungan menjadi tiga langkah: tingkat r

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HASSAN, YAMIN. "Detecting Service quality influence using DINESERV model: A study with the reference to restaurants in Dhaka city." YMER Digital 20, no. 10 (2021): 218–28. http://dx.doi.org/10.37896/ymer20.10/25.

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Number of studies related to assessing service quality through Service quality gap model, known as SERVQUAL model in tourism and hospitality industries is seen either originally or with developed version. The main aim of this study is focused assessing empirically on the developed version of SERVQUAL model for measuring the service quality for restaurant services known as DINESERV, in the context of restaurant services in Dhaka city, Bangladesh. The comprised 29 attributes of SERVQUALL model is DINESERV, that is used for designing the questionnaires in this study, which aimed to measure the ga

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Andalas, Purwani Retno, and Alfa Santoso B. Putra. "PENGARUH SERVQUAL TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI PEMEDIASI STUDI PADA BANK DAERAH DI YOGYAKARTA." KINERJA 18, no. 2 (2017): 115. http://dx.doi.org/10.24002/kinerja.v18i2.524.

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This study aims to analyze the impact of servqual to customer loyalty with customer satisfaction as theÂ intermediary variable on regional bank BPR and BPD in Yogyakarta. Simple regression, multiple regression, andÂ path analysis are used as the analysis tools. This study indicates that servqual significantly affects to customerÂ satisfaction, customer loyalty of regional bank. Furthermore, customer satisfaction also significantly affects toÂ customer loyalty of regional bank and the interaction of servqual impact to customer loyalty moderated byÂ customer satisfaction.Keywords: servqual, cust

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Park, Sang-June, Youjae Yi, and Yeong-Ran Lee. "Heterogeneous dimensions of SERVQUAL." Total Quality Management & Business Excellence 32, no. 1-2 (2018): 92–118. http://dx.doi.org/10.1080/14783363.2018.1531700.

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พันธุ์วัฒนา, พิชศาล, та วิโรจน์ วิลัยรัตน์. "หลัก SERVQUAL ที่มีอิทธิพลต่อคุณภาพการให้บริการของตำรวจนครบาล 4". Rajamangala University of Technology Tawan-ok Social Science Journal 14, № 1 (2025): 105–15. https://doi.org/10.63271/rmuttosj.v14i1.270578.

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การวิจัยมีวัตถุประสงค์เพื่อศึกษา 1) สภาพทั่วไปของตัวแปรความเป็นรูปธรรม ความเชื่อถือ การให้ความเชื่อมั่น การตอบสนอง การเข้าใจ และคุณภาพการให้บริการ และ 2) อิทธิพลของความเป็นรูปธรรม ความเชื่อถือ การให้ความเชื่อมั่น การตอบสนอง การเข้าใจที่มีต่อคุณภาพการให้บริการ ใช้ระเบียบวิธีการวิจัยทั้งเชิงปริมาณและเชิงคุณภาพ การวิจัยเชิงปริมาณ เก็บข้อมูลจากแบบสอบถามจำนวน 240 คน ใช้การวิเคราะห์เส้นทางความสัมพันธ์ท างตรงและทางอ้อม ส่วนการวิจัยเชิงคุณภาพใช้การสนทนากลุ่ม และการบันทึกสนามกับประชาชนที่ใช้บริการบนสถานีตำรวจจำนวน 12 ราย ผลการวิจัยพบว่า 1) ความคิดเห็นของประชาชนส่วนใหญ่รู้สึกดีต่อคุณภาพการให้บริการของตำ

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Donnelly, Mike, and Edward P. White. "Assessing the Quality of a Local Authority Conference and Hospitality Venue Using the ServQual Model." Nang Yan Business Journal 1, no. 1 (2014): 15–20. http://dx.doi.org/10.2478/nybj-2014-0003.

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Abstract The close attention paid to service quality by successful private companies has become part of the environment within which most public service organizations now operate. The ServQual model has been used with success to help companies quantify customers' expectations and perceptions of their service and to use this analysis as the basis for improvement. More recently, the ServQual approach has been applied in public service contexts with mixed reliability and validity. This paper reports on the application of the ServQual model to a conference and hospitality venue operated by a Scott

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Septiarini, Eka. "Pengaruh Kualitas Produk Activewear Terhadap Kepuasan Pelanggan Dengan Kualitas Pelayanan Elektronik (E-servqual) Sebagai Variabel Mediasi (Studi Kasus Generasi Z di Kota Cimahi)." Portofolio: Jurnal Ekonomi, Bisnis, Manajemen, dan Akuntansi 19, no. 1 (2022): 59–76. http://dx.doi.org/10.54783/portofolio.v19i1.242.

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Abstract The objective of this research is to assign the effect of activewear’s product quality on customer satisfaction through electronic service quality (e-servqual) customer as a mediating variable. A non-probability sampling technique using a purposive sampling has been choosen. The questionnaires are distributed to 100 generation Z who born in 1995-2015. The data were figured using Partial Least Square in Smart PLS 3.0 software. The outcome shows that the activewear product quality 47% affect the customer satisfaction, electronic service quality (e-servqual) 41,5% affect customer s

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Robustin, Tri Palupi. "E-ServQual role in Creating Consumer Trust towards Shopee Marketplace during the Covid-19 Pandemic." GATR Journal of Management and Marketing Review (GATR JMMR) VOL. 8 (2) APRIL - JUNE 2023 8, no. 2 (2023): 76–85. http://dx.doi.org/10.35609/jmmr.2023.8.2(2).

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Objective - During the pandemic of Covid-19, consumer behavior has dramatically changed, especially in shopping for daily life needs. The restriction on face-to-face or direct interaction has switched daily shopping transactions from conventional offline shopping to online-based shopping via e-commerce, including the marketplace. This research explores the role of E-Service Quality (E-ServQual) in creating consumers’ trust in Shopee, one of the most famous marketplaces in Indonesia. Methodology/Technique - This research sample consisted of 87 respondents using an accidental sampling technique.

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Arzahid, A. arzahid savithra, Margie Subahagia Ningsih, and Nabila Yudisha. "Pengaruh kualitas pelayanan terhadap kepuasan konsumen bengkel Motor Aji." Jurnal VORTEKS 3, no. 1 (2022): 199–203. http://dx.doi.org/10.54123/vorteks.v3i1.146.

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Bengkel motor Aji salah satu usaha bidang jasa berupa perbaikan dan perawatan sepeda motor. Dengan persaingan yang tinggi maka pengusaha/perusahaan berlomba-lomba untuk meningkatkan kualitas pelayanan yang diberikan kepada konsumen. Kualitas pelayanan mempengaruhi kepuasan konsumen. Jika kepuasan konsumen terpenuhi maka konsumen akan datang kembali dan merekomendasikan ke orang lain untuk melakukan hal yang sama. Jika kepuasan konsumen tidak terpenuhi maka konsumen akan meninggalkan perusahaan tersebut. Berdasarkan survei pendahuluan terdapat penurunan pengunjung sebanyak 20% dari tahun 2020 d

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Sindi, Emilia. "DEVELOPMENT OF E-SERVQUAL DIMENSIONS FOR BANKING." Praxis : Jurnal Sains, Teknologi, Masyarakat dan Jejaring 6, no. 2 (2024): 178–94. http://dx.doi.org/10.24167/praxis.v6i2.11630.

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E-SERVQUAL is a tool used to measure customer service quality. This research aims to conduct a literature review on the dimensions and indicators of service quality specifically used for digital banking services. The research method has 3 stages, namely : First, Planning contains the Explanation of Research Objectives, Second, Research Identification contains the Determination of Criteria and Selection of Research Articles, Third, Selection of Basic Studies contains Selection of research articles using predetermined criteria keywords. The keyword used is "e-SERVQUAL". There are 2 selection cri

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Kania, A., and K. Plasczyk. "Customer satisfaction study using the Servqual method." Journal of Achievements in Materials and Manufacturing Engineering 2, no. 86 (2018): 78–84. http://dx.doi.org/10.5604/01.3001.0011.8239.

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Purpose: In this article the application of a part of Servqual method in the selected enterprise was presented. Based on the results obtained key areas to service improvement in the organization were shown. Design/methodology/approach: The Servqual method is one of methods used to improve the consumer satisfaction in the area of service. The Servqual makes possible the study of difference between the expected and perceived quality. Findings: In this paper, characteristics of a company specializing in the design and construction of industrial furnaces and furnaces for the metalworking industry

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Mubarak, Muda, Mukhlis, and Mahdani. "THE EFFECT OF SERVICE QUALITY ON UMRAH PILGRIMAGE LOYALTY WITH PILGRIMAGE SATISFACTION AS A MEDIATION VARIABLE ON UMRAH TRAVEL IN BANDA ACEH: A CASE STUDY OF KAIFA TOURISM COMPANY." International Journal of Business Management and Economic Review 07, no. 04 (2024): 108–16. http://dx.doi.org/10.35409/ijbmer.2024.3594.

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This study aims to investigate the impact of Service Quality (Servqual) on Umrah Pilgrimage Loyalty, with Pilgrimage Satisfaction as a mediating variable in Umrah Travel in Banda Aceh, focusing on Kaifa Tourism company. The target population for this research was all Umrah pilgrims traveling with Kaifa Tourism company in Banda Aceh, and the sample size was 150 people. Data analysis was conducted using Partial Least Square (PLS) methodology. The findings indicate that Servqual significantly influences Pilgrimage Satisfaction, Servqual significantly influences Pilgrimage Loyalty, Pilgrimage Sati

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Hafizhsyah, Muhammad Adam, and Mukhlis Yunus. "THE EFFECT OF SERVICE QUALITY AND PRICE ON LOYALTY THROUGH SATISFACTION OF “RUMAH PANGAN KITA” (RPK) PROGRAM IN PERUM BULOG MEULABOH BRANCH." International Journal of Business Management and Economic Review 05, no. 06 (2022): 113–22. http://dx.doi.org/10.35409/ijbmer.2022.3445.

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This research aims to test the satisfaction mediation role on the service quality (servqual) and price effect on loyalty. This was conducted in the “Rumah Pangan Kita” (RPK) Program in the Perum Bulog, in Meulaboh Branch. The number of samples used was 190 people who were taken using the census technique. Data analysis used the Structural Equation Modeling (SEM) method. The result reveals that in the RPK Program, Servqual affects satisfaction, Price affects satisfaction, Servqual affects loyalty, Price does not affect Loyalty, Satisfaction affects Loyalty, Satisfaction partially mediates the S

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Md Johan, Nur Jihan, Nur Hazirah Hamdan, Suliza Abd Rashid, and Nur Diyana Mustapha. "The Influence of Service Quality on Customer Satisfaction: An Empirical Study in the Fast-Food Industry." Information Management and Business Review 17, no. 1(I) (2025): 62–72. https://doi.org/10.22610/imbr.v17i1(i).4340.

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Service quality (SERVQUAL) is crucial in knowing whether customers receive the level of services they expect and whether such services affect their satisfaction. This study examines the relationship between customer satisfaction and SERVQUAL dimensions of the A&W outlet at Aeon Bandaraya Melaka. 300 respondents were involved in this study, and the data were collected from the distribution of questionnaires. It was found that there was a significant relationship between customer satisfaction and SERVQUAL dimensions of A&W outlet Aeon Bandaraya Melaka, and SERVQUAL remains a critical fac

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Tegowati, Tegowati, Dian Palupi, and Yesa Cahayaning Ramadhani. "Analysis of Educational Quality Based on Quality, ServQual and Retention of Students." Journal of Economics and Management Sciences 3, no. 2 (2020): p11. http://dx.doi.org/10.30560/jems.v3n2p11.

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This study analyzed the influence of ServQual (service quality) on satisfaction and student retention. The sample used was 175 STIESIA Surabaya students using non probability sampling called, accidental sampling. Data analysis used Structural Equation Modeling (SEM) with AMOS 21 software. Based on the discussion of the hypotheses proposed in this study, the conclusions are as follows: 1). There is a positive influence between ServQual on satisfaction. This is based on the results of the parameter coefficient output. It is known that the relationship of the ServQual construct to satisfaction is

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KYOSHABA, MARTHA, and FRED E. K. BAKKABULINDI. "Testing the Validity, Reliability and Independence of the Constructs in the SERVQUAL Tool for Measuring Student Satisfaction in Universities in Uganda." Uganda Higher Education Review 11, no. 1 (2023): 19–34. http://dx.doi.org/10.58653/nche.v11i1.02.

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The service quality (SERVQUAL) tool is a tool used to measure customer satisfaction (CS) in general and student satisfaction (SS) in particular. It consists of five constructs: tangibles (T), reliability (Rel), responsiveness (Res), assurance (A) and empathy (E). Although it has been widely used in a number of CS/SS studies, it has attracted a lot of criticism, one of which relates to the validity, reliability and independence of its constructs. In this paper we adapted the SERVQUAL tool for measuring SS in universities in Uganda and then tested the validity, reliability and independence of it

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Ma, Jun, Milton E. Harvey, and Michael Y. Hu. "Assessing the Multidimensional and Hierarchical Structure of Servqual." Psychological Reports 101, no. 2 (2007): 378–91. http://dx.doi.org/10.2466/pr0.101.2.378-391.

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Parasuraman, Zeithaml, and Berry introduced SERVQUAL in 1998 as a scale to measure service quality. Since then, researchers have proposed several variations. This study examines the development of the tool. Marketing researchers have first challenged the conceptualization of a perceptions-expectations gap and have concluded that the performance-based measures are adequate to capture consumers' perception of service quality. Some researchers have argued that the five dimensions of the SERVQUAL scale only focus on the process of service delivery and have extended the SERVQUAL scale into six dime

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Sudirman, Zaid, Palilati Alida, Madjid Rahmat, Juharsah, and Rommy Suleman Nursaban. "Moderating and Mediating Role of Trust on Relationship between Servqual andSatisfaction in Delivery Service." Journal of Economics, Finance and Management Studies 4, no. 06 (2021): 837–43. https://doi.org/10.47191/jefms/v4-i6-20.

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This study aims to examine the trust as a moderating and mediating variable on the effect of servqual on customer satisfaction. The data in this study were collected from students of the Faculty of Economics, Halu Oleo University, Kendari City, Indonesia, totaling 127 as respondents who used delivery services to three providers, namely; Grab, Maxim, and Kukurio. The sampling technique used is purposive sampling. Data was collected using a research instrument with google form via Whatsapp. The collected data was then analyzed using Partial Least Squared (PLS) to test the research models develop

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Nguyen, Trang Thi Mai, and Huong Xuan Thu Tran. "LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL." Science and Technology Development Journal 13, no. 1 (2010): 62–72. http://dx.doi.org/10.32508/stdj.v13i1.2086.

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The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL co

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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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Niman, Crystal. "E-servqual Analysis on Tokopedia Application (Case Study on Generation Z in DKI Jakarta)." International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) 3, no. 1 (2025): 11–27. https://doi.org/10.21009/isc-beam.013.02.

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E-Servqual or Electronic Service Quality is an important part of an e-commerce that relates to how users assess existing services. This study aims to determine E-Servqual on the Tokopedia Application according to Generation Z in DKI Jakarta. This study uses five dimensions, namely Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Data collection was carried out using a questionnaire method distributed online. The population in this study are users of the Tokopedia application who are included in the Generation Z category in DKI Jakarta. A sample of 130 respondents was obtained

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Jumadi, Bakri Samsul, Astuti Wuku, and Nanda Sukma Amelia. "Does The Government Policy and T-Servqual Make Tourist Satisfaction?" International Journal of Current Science Research and Review 05, no. 02 (2022): 532–39. https://doi.org/10.5281/zenodo.6195422.

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Abstract : Government policy and tourism service quality (T-Servqual) are important aspects of the tourism industry and can be increased performance organization and Tourist Satisfaction (customer satisfaction). This research aims to investigate government policy and T-Servqual toward customer (tourist) satisfaction in the Indonesia Tourism Industry. The sample size was 420 respondents with propulsive sampling used to determine the sample. The main instrument in this study is a questionnaire. The analysis used to examine the hypothesis of the study is structural equation modeling using AMOS ve

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Fitra, Fitra. "Analisis Tingkat Kepuasan Pasien Puskesmas Purnama Kecamatan Dumai Barat Kota Dumai." JURNAL UNITEK 9, no. 2 (2017): 9–15. http://dx.doi.org/10.52072/unitek.v9i2.58.

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Puskesmas sebagai salah satu institusi kesehatan harus mampu memberikan pelayanan kesehatan yang bermutu bagi pasien. Kepuasan pada tiap diri pasien dapat dirasakan bila harapan dan kebutuhan pasien dapat terpenuhi, namun bila sebaliknya yang terjadi, maka pasien akan merasakan ketidakpuasan.Penelitian ini bertujuan untuk mengetahui apakah pasien puas terhadap pelayanan Puskesmas Purnama Kecamatan Dumai Barat kota Dumai. Metode Servqual digunakan untuk menganalisa hasil penyebaran 100 kuesioner yang di isi oleh pasien Puskesmas Purnama dari 25 pertanyaan yang terkelompok dalam 5 dimensi yaitu:

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Ershova, T. V., V. V. Zhokhova, and A. R. Blyudik. "Application of SERVQUAL and Delphi methods for making management decisions to improve logistics service in seaports." Economics and Management 28, no. 9 (2022): 893–904. http://dx.doi.org/10.35854/1998-1627-2022-9-893-904.

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Aim. The presented study aims to assess the level of logistics service in a seaport using the SERVQUAL method and prediction of the effect of optimization measures using the Delphi method through the example of the Commercial Port of Vladivostok (hereinafter referred to as the CPV).Tasks. The authors update the SERVQUAL methodology for assessing the level of logistics service in seaports; assess the level and propose optimization measures through the example of the CPV; predict the effect of the adaptation of measures in production.Methods. This study uses a comprehensive approach, including c

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Fitra, Fitra. "Pengukuran Kinerja Karyawan PT X di Kota Dumai." JURNAL UNITEK 10, no. 1 (2017): 26–33. http://dx.doi.org/10.52072/unitek.v10i1.68.

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PT X sebagai distributor tunggal untuk penjualan M-kios di wilayah Kota Dumai harusmampu memberikan pelayanan yang baik bagi penjual M-Kios. Kepuasan pada tiap diri penjual M-Kios dapat dirasakan bila harapan dan kebutuhan penjual M-Kios dapat terpenuhi, namun bila sebaliknya yang terjadi, maka penjual M-Kios akan merasakan ketidakpuasan sehingga berdampak pada penilaian kinerja pegawai PT X. Penelitian ini bertujuan untuk mengetahui apakah penjual M-Kios puas terhadap pelayanan PT X kota Dumai dan kinerja pegawai PT X. Metode Servqual digunakan untuk menganalisa hasil penyebaran 100 kuesioner

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Sembiring, Junius, and Bosker Sinaga. "Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo." Jurnal Nasional Komputasi dan Teknologi Informasi (JNKTI) 4, no. 2 (2021): 165–70. http://dx.doi.org/10.32672/jnkti.v4i2.2933.

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Abstrak— Adanya permasalahan yang dihadapai masyarakat adalah masyarakat tidak bisa memberikan penilaian kepuasan terhadap pengurusan izin uasaha mikro dan kecil, hal ini membuat pegawai tidak bias mengukur kepuasan masyarakat untuk meningkatkan kualitas pelayanan di kantor camat. Dalam mengambil keputusan diperlukan sebuah sistem yang dapat menentukan tingkat kepuasan masyarakat berdasarkan kriteria yang ditentukan oleh pengguna. Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat K

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