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Scardina, Sharon A. "SERVQUAL." Journal of Nursing Care Quality 8, no. 2 (January 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 (March 11, 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 SERVQUAL scale has been used as a base for suggesting customer-oriented measurements for the ITSM-field. The gathered qualitative empirical data consisted of customer feedback, in questionnaires, to five IT service providers in Sweden. Based on these empirical data, the SERVQUAL scale has been modified according to ITSM-specific customer requirements. The service providers represent the sectors: car construction, forest management, IT consultants, public sector and logistics. Findings – The paper demonstrates three types of findings: confirmation of original SERVQUAL determinants that could be reused in the ITSM-field, modification of attributes of the SERVQUAL determinants to better fit in the ITSM-field, and development of new categories and new attributes. Moreover, the analysis of SERVQUAL in relation to the empirical data revealed that the SERVQUAL's original conceptual structure needed to be improved. The authors have added a third hierarchical level that supports a conceptual understanding. Originality/value – The knowledge contribution consists of a developed SERVQUAL, adjusted to fit the ITSM-field, and a suggested new conceptual structure of SERVQUAL consisting of three concepts: determinant, category and attribute.
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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 (April 12, 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 (October 14, 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 empathy (1.33) and responsiveness (1.30) and the lowest with reliability (2.03), tangibles (1.97) and assurance (1.90). Practical implications While not all of the five dimensions are within the purview of a program to address (some may require funding that is determined at a college or university level), many of the gaps can be addressed by adopting procedures and policies that increase transparency so that students can moderate their expectations and faculty and staff can provide reliable information. Additionally, the use of the SERVQUAL model provided this program with specific, actionable information that could be used to improve the program. Originality/value The study includes a review of studies that have applied the SERVQUAL model in higher education. The application of SERVQUAL to a cohort-based doctoral program to identify program improvements and steward program image fits into a gap in the extant literature.
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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 (September 9, 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 purposive sampling. Maka sampelnya adalah 292 berdasarkan tabel Isaac dan Michael pada taraf 5%. Sedangkan analisis yang digunakan adalah regresi linier berganda dengan data angket skala likert.Hasil penelitian menunjukan bahwa E-Servqual memilki kriteria baik dan sangat baik. Etika perilaku penjual memilki kriteria baik dan sangat baik. E-Customers Satisfaction memiliki kriteria puas dan sangat puas. Kemudian E-Servqual dan etika perilaku penjual berpengaruh signifikan terhadap E-Satisfaction secara parsial dan simultan.. Kata Kunci: E-Servqual; Etika perilaku penjual; E-Customers Satisfaction Abstract The level of marketplace usage is increasing, One of the most popular marketplaces in Indonesia is Shopee. marketplace service providers always pay attention to e-Service quality which increases e-customers satisfaction. Then ethical sales behavior is needed which is an effort to increase E-Customers Satisfaction. The Purpose of this Research is to know E-Servqual and ethical sales behavior that partially and Simultaneously affects E-Customers Satisfaction. This research method with quantitative. The population size is 1,720 students In Sampling Purposive. Then the sample was 292 based on Isaac and Michael's table at the 5% level. While the analysis used is multiple linear regression with Likert scale questionnaire data. The results show that E-Servqual has good and very good criteria. Ethical Sales Behavior has good and very good Criteria. E-Customers Satisfaction has satisfied and very satisfied criteria. Then E-Servqual and Ethical Sales Behavior affect significantly E-satisfaction partially and Simultaneously. Keywords: E-Servqua; Ethical Sales Behavior; E-Satisfactions
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Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (July 5, 2018): 169–73. http://dx.doi.org/10.29070/15/57744.
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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 (January 2000): 13–29. http://dx.doi.org/10.1300/j162v01n01_02.
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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 (March 31, 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 expectations although it has not reached the desired expectations. The order of SERVQUAL's five dimensions from most satisfying to least satisfying is: tangibility, reliability, empathy, assurance, and responsiveness. It can be concluded that the dimension of responsiveness is in the most unsatisfactory position because currently the management of Kanaan Christian Elementary School in Banjarmasin seems like there is no one taking a leader role. Things that can be considered by Kanaan Christian Elementary School are to keep and prove the promise that has been delivered so that customers are not easily disappointed and also involve parents in a word of mouth marketing strategy due to the character of target customers are critical, like to gather and chat together. Keywords: educational service; school quality; SERVQUAL Abstrak: Penelitian ini bertujuan mengevaluasi kualitas jasa di SD Kristen Kanaan Banjarmasin. Jenis penelitian ini adalah penelitian evaluatif dengan metode kualitatif deskriptif menggunakan model SERVQUAL yang mengukur kesenjangan antara persepsi dan ekspektasi konsumen berdasarkan dimensi reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Teknik pengumpulan data dengan wawancara, dibantu kuesioner berinstrumen SERVQUAL dan aspek input, proses dan output sekolah. Hasil menunjukkan bahwa persepsi layanan jasa dari pelanggan cukup baik dan cukup memenuhi harapan minimum walaupun belum mencapai harapan yang diinginkan. Urutan lima dimensi SERVQUAL dari yang paling memuaskan hingga yang paling tidak memuaskan adalah: bukti fisik, keandalan, empati, jaminan, dan daya tanggap. Disimpulkan dimensi daya tanggap berada di posisi paling tidak memuaskan adalah karena saat ini manajemen SD Kristen Kanaan Banjarmasin seolah seperti tidak ada yang mengambil peran pemimpin. Hal yang dapat menjadi pertimbangan SD Kristen Kanaan adalah agar dapat menjaga dan membuktikan janji yang telah disampaikan agar pelanggan tidak mudah kecewa dan dapat melibatkan orang tua murid dalam strategi pemasaran mulut ke mulut mengingat karakter target pelanggan yang kritis, suka berkumpul dan mengobrol. Kata kunci: jasa pendidikan; kualitas sekolah; SERVQUAL
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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 (March 31, 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 expectations although it has not reached the desired expectations. The order of SERVQUAL's five dimensions from most satisfying to least satisfying is: tangibility, reliability, empathy, assurance, and responsiveness. It can be concluded that the dimension of responsiveness is in the most unsatisfactory position because currently the management of Kanaan Christian Elementary School in Banjarmasin seems like there is no one taking a leader role. Things that can be considered by Kanaan Christian Elementary School are to keep and prove the promise that has been delivered so that customers are not easily disappointed and also involve parents in a word of mouth marketing strategy due to the character of target customers are critical, like to gather and chat together. Keywords: educational service; school quality; SERVQUAL Abstrak: Penelitian ini bertujuan mengevaluasi kualitas jasa di SD Kristen Kanaan Banjarmasin. Jenis penelitian ini adalah penelitian evaluatif dengan metode kualitatif deskriptif menggunakan model SERVQUAL yang mengukur kesenjangan antara persepsi dan ekspektasi konsumen berdasarkan dimensi reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Teknik pengumpulan data dengan wawancara, dibantu kuesioner berinstrumen SERVQUAL dan aspek input, proses dan output sekolah. Hasil menunjukkan bahwa persepsi layanan jasa dari pelanggan cukup baik dan cukup memenuhi harapan minimum walaupun belum mencapai harapan yang diinginkan. Urutan lima dimensi SERVQUAL dari yang paling memuaskan hingga yang paling tidak memuaskan adalah: bukti fisik, keandalan, empati, jaminan, dan daya tanggap. Disimpulkan dimensi daya tanggap berada di posisi paling tidak memuaskan adalah karena saat ini manajemen SD Kristen Kanaan Banjarmasin seolah seperti tidak ada yang mengambil peran pemimpin. Hal yang dapat menjadi pertimbangan SD Kristen Kanaan adalah agar dapat menjaga dan membuktikan janji yang telah disampaikan agar pelanggan tidak mudah kecewa dan dapat melibatkan orang tua murid dalam strategi pemasaran mulut ke mulut mengingat karakter target pelanggan yang kritis, suka berkumpul dan mengobrol. Kata kunci: jasa pendidikan; kualitas sekolah; SERVQUAL
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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 (March 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 a one-week test-retest interval. These results seem to cast doubt on the usefulness of using SERVQUAL performance items to measure service quality.
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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 (March 14, 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 of 200 questionnaires were distributed to customers in Yogyakarta Go-jek using purposivesampling method. Processing data using SEM. The results showed that all hypothesis can besupported.Keyword: Brand image, brand trust, servqual, satisfaction, brand credibility, brand loyalty, SEM,Go-jek
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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 affects customer value, customer relation does not affect customer value, servqual affects customer satisfaction, customer relation does not affect customer satisfaction, servqual affects loyalty, customer relation does not affect loyalty, customer value affects loyalty, customer satisfaction affects loyalty, customer value mediates partially servqual to loyalty, customer satisfaction mediates partially servqual to loyalty, customer value mediates fully customer relation to loyalty, and customer satisfaction fully mediates customer relation to loyalty. This finding explains that the increased loyalty model in Iskandaria is a function of increasing servqual, strengthening customer relation, and increasing customer value and customer satisfaction as mediators.
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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 (July 3, 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 Valley area of Malaysia. Structural equation modelling was applied to analyse the data. Findings The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation. Research limitations/implications This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies. Practical implications This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation. Social implications The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service. Originality/value The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.
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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 (October 11, 2018): 92–118. http://dx.doi.org/10.1080/14783363.2018.1531700.
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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 (December 22, 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 customer loyalty. Also, the influence of each dimension of service quality on customer loyalty was examined. The findings of primary objective revealed that the SERVQUAL model is significantly and positively linked to the customer loyalty. Further, the findings of the second objective revealed that each dimension of the SERVQUAL model has a significant relationship with the customer loyalty and depicts noteworthy contribution of service quality in literature. These findings suggest that SERVQUAL model is capable of being effectively used to evaluate the service quality in the FMCG market of Pakistan. Implications and future opportunities of the study are discussed.
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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 (September 30, 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 SERVQUAL across a range of industries and settings using different approaches. The study reported here attempts to redress this. It reports the results of SERVQUAL studies across a range of organizations and examines issues of reliability and validity. A major conclusion is that SERVQUAL in a South African context generally possesses strong statistical properties but needs further refinement particularly to overcome problems of discriminant validity. Opportunities for further research are identified.
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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 (October 30, 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 gap between expectation and perception level of customers in restaurant service. However, 110 valid questionnaires from 150 has been statistically analyzed in SPSS20. This empirical study makes a glance that 25 indicators have rooms to make more improvement due to persisting gap between expectations and perceptions, meanwhile, results and findings have been complied with the identification of strength and weakness of service quality of selected oldest restaurants of Dhaka city, who can uphold their dignity through the possible suggestions from this study
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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 (February 21, 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 the intermediary variable on regional bank BPR and BPD in Yogyakarta. Simple regression, multiple regression, and path analysis are used as the analysis tools. This study indicates that servqual significantly affects to customer satisfaction, customer loyalty of regional bank. Furthermore, customer satisfaction also significantly affects to customer loyalty of regional bank and the interaction of servqual impact to customer loyalty moderated by customer satisfaction.Keywords: servqual, customer satisfaction, customer loyalty, regional bank
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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 (November 20, 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 Scottish local authority. The study investigates five distinct customer segments: conferences, meetings, receptions, performances, and weddings. The expectations-perceptions gaps are assessed for each of these segments using the ServQual model and the size and antecedents of ServQual Gap 1 is also examined.
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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 (May 31, 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 satisfaction and product quality 62,3% affect e-servqual. However effect of activewear service quality on customer satisfaction through electronic service quality (e-servqual) customer as a mediating variable is 25,9%.
Keywords: Product quality, Electronic Service Quality, Customer Satisfaction, Customer Satisfactin, Activewear.
Abstrak
Penelitian ini bertujuan untuk menguji pengaruh kualitas produk activewear terhadap kepuasan pelanggan dengan kualitas pelayanan elektronik (e-servqual) sebagai variabel mediasi. Metode sampling yang digunakan adalah nonprobability sampling dengan teknik purposive sampling. Metode pengumpulan data pada penelitian ini menggunakan kuesioner yang disebarkan kepada 100 orang responden generasi Z (kelahiran tahun 1995-2010). Analisis data dilakukan dengan menggunakan Partial Least Square dalam software Smart-PLS 3.0. Hasil dari penelitian ini menunjukkan kualitas produk mempengaruhi kepuasan pelanggan sebesar 47%, kualitas pelayanan elektronik (e-servqual) mempengaruhi kepuasan pelanggan 41,5%, kualitas produk mempengaruhi kualitas pelayanan elektronik (e-servqual) 62,3% dan e-servqual memediasi variabel kualitas produk terhadap kepuasan pelanggan sebesar 25,9%.
Kata Kunci: Kualitas produk, Kualitas Pelayanan Elektronik, Kepuasan Pelanggan, Activewear.
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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 (April 28, 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 di Bengkel Motor Aji. Dan penelitian ini bertujuan untuk mengukur kualitas pelayanan di Bengkel Motor Aji menggunakan metode Service Quality. Metode servqual ialah metode yang sering digunakan untuk mengukur jasa pelayanan dengan menentukan servqual score/pringkat prioritas perbaikan dan actual servqual score/membandingkan kualitas pelayanan yang telah diberikan dengan kepuasan pelanggan. Metode servqual meliputi 5 dimensi yaitu: tangible, realibility, responsivenees, assurance dan emphaty. Hasil penelitian ini menunjukkan servqual score pada dimensi tangible (-0,12), realibility (-0,13), responsivenees (-0,27), assurance (-0,28), dan emphaty (-0,13) dengan prioritas perbaikan pada dimensi assurance. Sedangkan hasil pengukuran actual servqual score terdapat lima dimensi yang belum mencapai kepuasan konsumen. Usulan perbaikan ialah memberikan informasi yang jelas sebelum perbaikan, meberikan garansi dan penuhan suku cadang yang lengkap
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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 (February 1, 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 was presented. Then elaborated a questionnaire to study satisfaction of company clients based on the Servqual method. Finally the analysis of results from the study was carried out. Research limitations/implications: According to the Servqual method five groups of customers’ requirements were chosen. The values of expected and perceived quality were selected. The solutions to service improvement in the selected organization were proposed. Originality/value: The mission of every company is a continuous improvement, also in the service area. The Servqual is a useful and quite simple tool to improve the organization active in this area.
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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 Servqual effect on Loyalty, and Satisfaction fully mediates the Price effect on Loyalty. These findings prove that the model of increasing loyalty in the RPK program is a function of increasing Servqual and Price, which is mediated partially and fully by satisfaction. This finding explains that the model has been proven academically and can be used as a reference.
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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 (May 22, 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 significant at 0.001 (sign p = ***) with a standardized parameter coefficient of 0.735. Thus, if ServQual is good, students will be satisfied, and vice versa if ServQual is bad, students will not be satisfied. 2) There is a positive effect of satisfaction on student retention. This is based on the results of the output coefficient parameter construct relationship satisfaction to student retention significant at 0.001 (p = 0.001) and standardized parameter coefficient of 0.513. Thus if student satisfaction is high then student retention is also high, and vice versa if satisfaction is low then student retention is also low. 3) There is no influence between ServQual on student retention indicated by the output parameter coefficient at 0.001 (p = 0.132) This proves that loyalty cannot be created through service quality, but through satisfaction first. thus, it can be said that satisfaction has a mediating effect between ServQual and Student Retention.
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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 (October 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 dimensions by including the service outcome dimension. Others have proposed that service quality is a multilevel construct and should be measured accordingly. From a sample of 467 undergraduate students data on service quality toward up-scale restaurants were collected. Using the structural equation approach, two measurement models of service quality were compared, the extended SERVQUAL model and the restructured multilevel SERVQUAL model. Analysis suggested that the latter model fits the data better than the extended one.
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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 (March 30, 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 consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.
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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 dimensions of service quality have also been used to calculate a total weighted score for the examined hotels and to outline benchmarking utilisation possibilities.
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K. P., Sajna, and Mohamed Haneefa K. "Measuring Service Quality with Servqual." Journal of Information Technology Review 10, no. 1 (February 1, 2019): 1. http://dx.doi.org/10.6025/jitr/2019/10/1/1-6.
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Nusraningrum, Dewi, Osman Arofat, and Yuwono Sucipto Dwisilo. "Pengembangan Instrumen Antecedent Gap ServQual." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 1, no. 1 (March 7, 2014): 43. http://dx.doi.org/10.54324/j.mtl.v1i1.6.
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Di tengah-tengah persaingan yang demikian ketat, dengan menggunakan metode Antecedent Gap ServQual dan deskriptif analisis, maka, tampak dengan jelas betapa keunggulan yang kompetitif menjadi acuan bagi segenap Awak Kabin.
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Kim, Yong‐Pil, Kye‐Wan Kim, and Deok‐Gyun Yun. "Exploration and Development of SERVQUAL." Asian Journal on Quality 4, no. 1 (April 17, 2003): 116–30. http://dx.doi.org/10.1108/15982688200300008.
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Buttle, Francis. "SERVQUAL: review, critique, research agenda." European Journal of Marketing 30, no. 1 (January 1996): 8–32. http://dx.doi.org/10.1108/03090569610105762.
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MANUNGGAL, BAGUS, and BAMBANG AFRIADI. "SERVQUAL IN HIGHER EDUCATION INSTITUTIONS." International Journal of Business, Law, and Education 4, no. 1 (February 6, 2023): 107–14. http://dx.doi.org/10.56442/ijble.v4i1.132.
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Many researchers use SERVQUAL to measure service quality in higher education institutions (HEI). They believe that students are customers and that higher education institution should exceed their expectations. This article uses a literature review to investigate the causes and effects of that paradigm shift. The findings show many negative impacts on treating students as customers such as degrading students-HEI relationship, diverting the orientation of teaching and learning, and contrasting with academic performance. This article suggests that SERVQUAL should not be used to measure the quality of service in higher education institutions.
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Fitra, Fitra. "Analisis Tingkat Kepuasan Pasien Puskesmas Purnama Kecamatan Dumai Barat Kota Dumai." JURNAL UNITEK 9, no. 2 (January 9, 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: tangibles, reliability, responsiveness, assurance dan emphatybaik untuk kategori harapan maupun kenyataan pelayanan yang dirasakan oleh pasien. Hasil uji validalitas dan reliabilitas untuk 25 variabel kenyataan dan harapan kuesioner servqualdinyatakan valid dan reliabel sedangkan dari hasil perhitungan nilai servqual untuk setiap dimensi antara kenyataan dan harapan yang di peroleh pasien terhadap kinerja pegawai Puskesmas Purnama untuk dimensi tangibles adalah 0,01, dimensi reliability adalah 0,07, dimensi responsiveness adalah 0,1, dimensi assurance adalah 0,08 sedangkan dimensi emphaty adalah 0,12. Berdasarkan nilai servqual disimpulkan bahwa kinerja pegawai Puskesmas Purnama memuaskan karena nilai servqual yang diperoleh > 0 untuk setiap dimensi servqual dan harus dipertahankan.
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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 (October 2, 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 comparative and content analysis of scientific papers and practical experience, SERVQUAL and Delphi methods.Results. The SERVQUAL methodology for assessing the level of logistics service in seaports is updated. Growth points are identified and optimization measures are proposed through the example of the CPV. The Delphi method is used to predict the effect of the adaptation of measures in production.Conclusion. The results of the study facilitate the development of theoretical knowledge about the assessment of logistics service for making management decisions and expanding the practical testing of SERVQUAL and Delphi methods.
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Fitra, Fitra. "Pengukuran Kinerja Karyawan PT X di Kota Dumai." JURNAL UNITEK 10, no. 1 (July 25, 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 yang di isi oleh penjual M-Kios yang berbelanja di PT X dari 20 pertanyaan yang terkelompok dalam 5 dimensi yaitu: tangibles, reliability, responsiveness, assurance dan emphaty baik untuk kategori harapan maupun kenyataan pelayanan yang dirasakan oleh penjual M-Kios. Hasil uji validalitas dan reliabilitas untuk 20 variabel kenyataan dan harapan kuesioner servqual dinyatakan valid dan reliabel sedangkan dari hasil perhitungan nilai servqual untuk setiap dimensi antara kenyataan dan harapan yang di peroleh penjual M_Kios terhadap kinerja pegawai PT X untuk dimensi tangibles adalah -0,35, dimensi reliability adalah -0,14, dimensi responsiveness adalah -0,21, dimensi assurance adalah -0,11 sedangkan dimensi emphaty adalah -0,04. Berdasarkan nilai servqual disimpulkan bahwa kinerja pegawai PT X tidak memuaskan karena nilai servqual yang diperoleh < 0 untuk setiap dimensi servqual dan harus diperbaiki.
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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 (April 28, 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 Kabupaten Karo. Metode Servqual adalah suatu kuesioner yang dapat mengukur kualitas jasa. Metode ini digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakan selisih antara persepsi konsumen terhadap layanan yang diterima. Metode Servqual memiliki dua perspektif internal dan perspektif eksternal. Perspektif internal didefenisikan dengan bebas kesalahan (zero defect) sedangkan perspektif eksternal digunakan untuk memahami apa yang diharapkan konsumen, dirasakan konsumen dan kepuasan konsumen.Kata kunci: Pelayanan, Kepuasan Masyarakat, Penilaian, Metode Servqual Abstract— There is a problem faced by the community is that the community cannot provide an assessment of satisfaction with the management of micro and small business permits, this makes employees not biased to measure community satisfaction to improve service quality in the camat office. In making decisions, we need a system that can determine the level of community satisfaction based on criteria determined by the user. Application of the Servqual Method in Determining the Level of Community Satisfaction with Services for Managing Micro and Small Business Licenses at the Sub-District Office of Dolat Rayat, Karo Regency. The Servqual method is a questionnaire that can measure service quality. This method is used to measure the service quality of the attributes of each dimension, so that a gap value is obtained which is the difference between consumer perceptions of the services received. The Servqual method has two internal perspectives and an external perspective. The internal perspective is defined as being free of errors (zero defect), while the external perspective is used to understand what consumers expect, feel and customer satisfaction.Keywords: Service, Community Satisfaction, Assessment, Servqual Method
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Hamid, Fazelina Sahul. "An Empirical Study on the Effect of Service Quality on Student Satisfaction in Malaysian Distance Education Institutions." Global Journal of Business and Social Science Review (GJBSSR) Volume 4 (2016: Issue-3) 4, no. 3 (August 10, 2016): 13–23. http://dx.doi.org/10.35609/gjbssr.2016.4.3(3).
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Objective - This paper uses SERVQUAL to assess service quality in distance education institutions in Malaysia and investigate the relationship between service quality and satisfaction. Methodology/Technique - Self-administered questionnaire method is used to conduct this research. Findings - The finding of this study confirms that all five dimensions of SERVQUAL are significant determinants of perceived service quality. Novelty - This study tested the application of "blended learning" concept in distance education. Type of Paper - Empirical Keywords: Service Quality; SERVQUAL; Distance Education; Higher Learning Institutions
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Trivedi, Dharmendra, and Atul Bhatt. "Quest for quality." Performance Measurement and Metrics 21, no. 1 (September 2, 2019): 1–17. http://dx.doi.org/10.1108/pmm-02-2019-0004.
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Purpose The purpose of this paper is to assess the expectation and perception of the users of a library of reputed special academic institute in India on quality of library services. The paper is an effort to identify a service gap within five SERVQUAL dimensions rated by the library users. Design/methodology/approach The study was conducted through a survey methodology. The survey was implemented through a questionnaire based on five SERVQUAL dimensions. The data were collected by using 22 attributes of SERVQUAL for user expectations and perceptions of special academic institute library, and the gap score between expectation and perception of users was calculated. Based on the expectation mean score and gap score of each attributes, the researchers have identified the service shortfall in five SERVQUAL dimensions. Findings The result of the study indicates that there is an overall service quality (SQ) gap in services provided by institute library. However, the library is providing relatively satisfactory services to the faculty, but it needs to enhance up to the expectation level of its services to their registered participants. From the study, the average expectation score is very high and it indicates that users expect more from the institute library, particularly in Reliability and Tangibles dimensions. Out of the total 22 SERVQUAL attributes, the result reflects that 10 SERVQUAL attributes have high expectation and high service gap. Originality/value This paper will assist libraries to improve their library services, particularly in special academic training libraries. Determining SQ has been originated from marketing discipline that has progressively shown its value in the discipline of library and information science profession. This study contributes to the emergent body associated with SQ measures in libraries. Expectation-service gap chart and expectation-service gap grid are the major contribution and rarely found in SERVQUAL literature.
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Setyoningrum, Nanny Raras. "Analisis Tingkat Kepuasan Pengguna Sistem Informasi Ujian Akhir Semester (Siuas) Menggunakan Metode Service Quality (Servqual)." Jurnal Bangkit Indonesia 7, no. 2 (August 2, 2019): 33. http://dx.doi.org/10.52771/bangkitindonesia.v7i2.98.
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Penelitian ini berkaitan dengan tingkat kepuasan sistem informasi ujian akhir semester pada STTI Tanjungpinang dengan menggunakan pendekatan metode ServQual. Hal ini dilakukan karena belum pernah dilakukan pengukuran tingkat kepuasan pengguna sistem pada STTI Tanjungpinang. Adapun tujuan dari penelitian ini adalah untuk mengetahui persentase tingkat kepuasan pengguna sistem yang diukur dengan pendekatan metode Servqual.Penelitian ini dilakukan dengan cara menyebarkan kuesioner kepada responden pengguna aplikasi, yang sebelumnya dilakukan wawancara kepada pengguna sistem. Pemilihan responden dilakukan menggunakan teknik purposive sampling sebab hanya responden yang menggunakan aplikasi saja yang dipilih. Analisis dilakukan dengan menghitung persentase tingkat kepuasan pengguna dengan pendekatan ServQual. Hasil penelitian ini menunjukan bawa Hasil analisis tingkat kepuasan pengguna SIUAS menggunakan metode ServQual menghasilkan tingkat kepuasan yang dirasakan pengguna sebesar 84,12% dengan gap/selisish sebesar 15,88% artinya pengguna berada pada rentang kategori sangat puas dimana dari kelima dimensi tersebut variable tangible memiliki gap/selisih terkecil yaitu 12,74% sedangkan gap/selisih terbesar ada pada variable reliability, yaitu sebesar 18,06,%. Kesimpulan penelitian ini adalah bahwa persentase kepuasan pengguna dengan metode ServQual berada pada range kategori puas. Berdasarkan dimensi perbaikan maka dimensi pada metode ServQual terdapat tiga item perbaikan yaitu dua pada dimensi reliability dan satu pada dimensi responsiveness. Rekomendasi perbaikan masih diperlukan supaya menghasilkan perangkat lunak yang baik. Berdasarkan dimensi perbaikan maka analisis menggunakan metode ServQual terdapat tiga perbaikan yaitu dimensi reliability pada bagian loading saat mengakses sistem dan detail penelusuran aktivitas pengguna serta dimensi responsiveness pada bagian menanggapi terjadinya trouble.
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Zafiropoulos, Costas, and Vasiliki Vrana. "SERVICE QUALITY ASSESSMENT IN A GREEK HIGHER EDUCATION INSTITUTE." Journal of Business Economics and Management 9, no. 1 (March 31, 2008): 33–45. http://dx.doi.org/10.3846/1611-1699.2008.9.33-45.
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Education service quality, even though it has become a major issue in higher education worldwide, in Greece it has gained attention only in the last few years. The paper analyzes how students and staff shape opinion about quality of education in a HE institute in Greece. This is one of the few analyses of the perceptions about quality of educational services, viewed both by students and staff of Higher Education Institute in Greece. The study uses the SERVQUAL instrument, adjusted in the educational context. It finds the gaps within students’ and staff's attitudes and reveals possible differences between students’ and staff's views. Gaps exist among some students’ attitudes regarding perceived and expected quality. Staff presents greater gaps than students in every SERVQUAL dimension. Although staff's scores about perceived and expected quality differentiate significantly from students’ scores, no statistically significant difference exists regarding the final SERVQUAL scores. The SERVQUAL instrument presents high reliability indices, however its validity is questioned. The issue has important strategic and managerial implications because it relates to the ability of the institution to bridge staff's and student's attitudes. Although SERVQUAL presents some limitations regarding applicability it still may be used as a complementary research instrument for assessing service quality. In the educational context SERVQUAL can be used to reveal differentiation among views of the key stakeholders, such as students and staff. Managers should take steps to ensure that both parts form a realistic view of the educational process.
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Purwadi, Purwadi, Bella Devitasari, and Dio Caisar Darma. "Store Atmosphere, SERVQUAL and Consumer Loyalty." SEISENSE Journal of Management 3, no. 4 (July 9, 2020): 21–30. http://dx.doi.org/10.33215/sjom.v3i4.385.
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Purpose- With competitors, making business people must continue to evaluate the marketing strategy carried out and understand consumer behavior, especially from the coffee shop. The study aims to present the relationship between Store Atmosphere, SERVQUAL, and Consumer Loyalty in Excelso (Big Mall, Samarinda City). Design/Methodology- We conduct online surveys (instrumental social networking sites). The sample of this study was based on purposive sampling. There were total 98 participants. The study hypotheses were assessed with the OLS model. Findings- We find that there is a significant positive effect of the Store Atmosphere variable on SERVQUAL and SERVQUAL on Consumer Loyalty. Meanwhile, the relationship between Store Atmosphere and SERVQUAL variables is positive-insignificant. Practical Implications- With this study, it can create a sense of curiosity to conduct further research, namely by holding interviews or distributing a broader questionnaire to obtain maximum results.
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Abdullah, M. Almanie. "Quality of Services in the Comprehensive Rehabilitation Centers for Individuals with ID: A Descriptive Study using SERVQUAL Model." Journal of Intellectual Disability - Diagnosis and Treatment 10, no. 1 (February 9, 2022): 37–42. http://dx.doi.org/10.6000/2292-2598.2022.10.01.5.
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This study aimed to investigate the quality of services in the comprehensive rehabilitation centers for individuals with ID using the SERVQUAL model. 128 parents of people with disabilities who benefited from comprehensive rehabilitation centers. An online questionnaire was used to collect data from the target parents. For this study, quantitative survey research was employed. The independent variable is the quality of services, while the dependent variable is the SERVQUAL model. According to the evaluation of parents, results indicated a gap between what was perceived and what was expected quality of services in the comprehensive rehabilitation centers (in all dimensions) in light of the SERVQUAL model for persons with intellectual disabilities. It is concluded that the SERVQUAL model was a good model to investigate the quality of services in the comprehensive rehabilitation centers for individuals with ID.
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Manyaga, Fawz, and Umit Hacioglu. "Examining the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda." International Journal of Research in Business and Social Science (2147- 4478) 10, no. 6 (September 28, 2021): 19–33. http://dx.doi.org/10.20525/ijrbs.v10i6.1382.
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This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.
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Kartika, Nurullaily, and Reny Natasya. "ANALISA KUALITAS PELAYANAN PASIEN IGD RUMAH SAKIT GIGI DAN MULUT DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS." Jurnal Bisnis Terapan 4, no. 2 (December 18, 2020): 183. http://dx.doi.org/10.24123/jbt.v4i2.2896.
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Tujuan dari penelitian ini adalah untuk menerapkan dimensi Servqual dan Importance Performance Analysis, analisa ini berguna untuk mengevaluasi kualitas Instalasi Gawat Darurat (IGD) dari layanan gigi dan medis di Rumah Sakit Gigi dan Mulut (RSGM) di Surabaya. Kualitas layanan dapat diketahui menggunakan dimensi Servqual, termasuk: Tangible, Reliability, Responsiveness, Assurance, dan Empathy. Dari hasil pengintegrasian dimensi Servqual dan Importance Performance Analysis, kepuasan pasien IGD RSGM akan dicapai dengan meningkatkan beberapa variabel dari dimensi Servqual termasuk Tangible, yaitu informasi yang. Penelitian ini dilakukan dengan menyebarkan kuesioner dan dibagikan kepada 70 pasien dan pendekatan penelitian yang dilakukan adalah deskriptif kualitatif, hasil data penelitian diolah menggunakan SPSS 18 for Windows dan Microsoft Excel. Dari hasil penelitian, ditemukan bahwa beberapa dimensi Analisis Kinerja Penting diusulkan untuk meningkatkan kualitas layanan, seperti dengan menyediakan fasilitas dan peralatan medis yang lebih lengkap dan canggih.
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Hariyanto, Septa, Maskur Maskur, and Ilyas Nuryasin. "Implementasi Metode Servqual Untuk Evaluasi Pelayanan Berbasis Web Studi Kasus : Puskesmas Talun Kabupaten Blitar." Jurnal Repositor 2, no. 2 (February 1, 2020): 177. http://dx.doi.org/10.22219/repositor.v2i2.239.
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AbstrakKesehatan merupakan hak asasi manusia dan salah satu unsur yang harus diwujudkan sesuai dengan cita-cita bangsa Indonesia. Dalam sebuah organisasi yang bergerak didalam bidang jasa khususnya dalam pemberian layanan kesehatan yaitu puskesmas, kepuasan pasien harus menjadi tujuan utama mereka dalam memberikan pelayanan. Metode yang digunakan untuk mengukur kesenjangan antara persepsi dan ekspektasi pelanggan dalam penelitian ini adalah metode Service Quality (Servqual) yang dikembangkan oleh Parasuraman dkk. Servqual merupakan salah satu metode yang dapat digunakan untuk mengukur kepuasan pelanggan atas jasa yang telah diterimanya yakni dengan membandingkan tingkat persepsi dan ekspektasinya. Servqual menilai kualitas pelayanan berdasarkan 5 dimensi kualitas, yaitu dimensi tangibles, responsiveness, reliability, assurance, dan emphaty. Dengan menggunakan metode servqual peneliti dapat membuat sistem yang dapat menilai tingkat kepuasan pelanggan yang menggunakan jasa pelayanan puskesmas. Dalam penggunaan sistem, diperoleh hasil data tingkat kepuasan pasien di Puskesmas Talun Kabupaten Blitar pada bulan Februari 2016 dengan nilai rata-rata 2,646 atau dikategorikan cukup puas. Data yang diperoleh dapat menjadikan tolak ukur suatu penyedia layanan untuk memperbaiki tingkat pelayanannya.AbstractHealth is a human right and one of the elements that must be realized in accordance with the ideals of the Indonesian nation. In an organization engaged in the field of services, especially in the provision of health services that is puskesmas, patient satisfaction should be their main goal in providing services. The method used to measure the gap between customer perception and expectation in this research is Service Quality (Servqual) method developed by Parasuraman et al. Servqual is one method that can be used to measure customer satisfaction for services that have received that is by comparing the level of perception and expectations. Servqual assess the quality of service based on 5 dimensions of quality, namely dimension tangibles, responsiveness, reliability, assurance, and emphaty. By using servqual method researchers can create a system that can assess the level of customer satisfaction using services puskesmas. In the use of the system, the results obtained data on the level of patient satisfaction at the Community Health Center Talun Blitar in February 2016 with an average value of 2.646 or categorized quite satisfied. The data obtained can set benchmarks for a service provider to improve the level of service.
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Handayani, Corry. "IMPLEMENTASI SERVICE QUALITY (SERVQUAL) TERHADAP KEPUASAN NASABAH PADA PT. BANK SINARMAS TBK." Jurnal Inovator 4, no. 1 (July 31, 2021): 18. http://dx.doi.org/10.37338/ji.v4i1.157.
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ABSTRAK
Kualitas pelayanan merupakan faktor dan akar yang sangat penting yang mampu kepuasan kepada nasabahnya.Tujuan penelitan ini adalah untuk mengetahui faktor – faktor yang menentukan service quality (servqual) terhadap kepuasan nasabah pada PT.Bank Sinarmas Tbk Kcp. Jambi Tebing Tinggi dan mengetahui service quality (servqual) terhadap kepuasan nasabah pada PT.Bank Sinarmas Tbk Kcp. Jambi Tebing Tinggi.
Penelitian ini menggunakan data primer yang bersumber dari observasi langsung dan kuesioner yang disebarkan langsung yang dan selanjutnya dianalisis menggunakan uji servqual dan uji regresi linear berganda. Hasil penelitian bahwa kepuasan nasabah dipengaruhi oleh area parkir, kelengkapan fisik yang dimiliki, penampilan karyawan, fasilitas keamaan, pelayanan yang cepat kepada nasabah, pengetahuaan karyawan terhadap produk bank, perhatian pribadi kepada nasabah dalam hal pelayanan dan kepekaan karyawan untuk mengetahui minat nasabah (reality) dan untuk mengetahui service quality (servqual) terhadap kepuasaan nasabah yaitu reliability, responsiveness , assurance dan empaty sedangkan penilaian nasabah yang tidak puas yaitu tangible.
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Rahmi, Sri, Hasmin Tamsah, and Gunawan Bata Ilyas. "Analisis Peran Dimensi-Dimensi Service Quality Dalam Mempengaruhi Keputusan Pembelian Rumah Subsidi Di Kabupaten Gowa." AkMen JURNAL ILMIAH 19, no. 1 (April 30, 2022): 1–11. http://dx.doi.org/10.37476/akmen.v19i1.1863.
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Penelitian ini bertujuan untuk menganalisis peran dari dimensi-dimensi ServQual (tangible, assurance, responsiveness, empathy, dan reliability) dalam mengukur pengaruh ServQual terhadap keputusan pembelian (purchase decision) rumah subsidi di Kabupaten Gowa. Dengan pendekatan kuantitatif, data secara valid dikumpulkan melalui kuesioner online dari 101 orang responden yang merupakan Masyarakat Berpenghsilan Rendah (MBR) yang membeli rumah subsidi di Kabupaten Gowa, Sulawesi Selatan. Data di analisis dengan teknik structural equation modeling (SEM) dengan menggunakan aplikasi AMOS 24. Hasil analisis menunjukkan bahwa assurance menjadi dimensi yang tidak dapat digunakan untuk mengukur ServQual, sedangkan reliability merupakan dimensi yang memberikan pengukuran terbesar dalam penelitian ini. Secara keseluruhan, ServQual yang diukur oleh tangible, responsiveness, empathy, dan reliability, berpengaruh positif dan signifikan terhadap keputusan membeli rumah subsidi di Kabupaten Gowa. Hasil penelitian ini menunjukkan bahwa dalam pemasaran rumah subsidi, kemampuan developer untuk membantu proses pengajuan KPR menjadi indikator utama dalam kualitas layanan.
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Banahene, Stephen, Eric Ahudey, and Abigail Asamoah. "Analysis of SERVQUAL Application to Service Quality Measurement and Its Impact on Loyalty in Ghanaian Private Universities." Journal of Management and Strategy 8, no. 4 (July 13, 2017): 18. http://dx.doi.org/10.5430/jms.v8n4p18.
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The purpose of this research is to use an adapted SERVQUAL method to measure service quality in Ghanaian Private Universities. The study use graphical technique for data presentation.The methodological approach follows the traditional SERVQUAL method of service quality perception and expectation as well as the difference scores determination. This approach is intended to improve SERVQUAL method analysis to achieve quality decision making based on graphical view of different relationships among the concepts used in the method. The study is on 321 students’ perception and expectations of five different Private Universities in Ghana.The study finds that students’ perception on Private Universities’ performance predict their loyalty better than the expectations. Managerial action can be better taken on service quality variables when the difference scores are used as percentage on perception. However, different service quality measurement methods such as SERVPERF and HEdPERF should be used and compared the results with this modified SERVQUAL method in Ghanaian Private Universities.This research finding has the strength to equip marketing professionals and researchers to increase SERVQUAL method adoption among different academic institutions.The value in this study is found in highlighting the importance of difference scores and the graphical demonstration of relationships among service quality perception and expectation as well as loyalty constructs in Ghanaian Private Universities.
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Özkan, Ahmet Hakan. "Weaknesses of Servqual whıch Resources from Cognıtıve Dıfferences." International Journal of Business and Social Research 6, no. 11 (December 17, 2016): 34. http://dx.doi.org/10.18533/ijbsr.v6i11.1004.
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<p>The quality standards of service industry are strictly customer-centric. Their expectations shape the service designs and their satisfaction shapes the competititon. SERVQUAL measures the service quality and it is one of the most important factors that shapes the service industry. SERVQUAL focuses on the perceptions of the customers, and if the perceptions of the customers are rational, it provides reliable results. But the cognitive differences may cause irrationality or perceptional differences, because of personality disorders or cultural differences. Thus, some common cognitive differences are the weaknesses of SERVQUAL. These weaknesses are elaborated with this study.</p>