scholarly journals Mediation Starring role of Student’s Satisfaction in Open Distance Learning in Sri Lanka

2019 ◽  
Vol 7 (10) ◽  
pp. 163-183
Author(s):  
M. J. Renuka Perera ◽  
Nalin Abeysekera
Keyword(s):  
Distance Learning ◽  
Service Quality ◽  
Undergraduate Students ◽  
Strong Relationship ◽  
Survey Method ◽  
Quality Factors ◽  
Education Environment ◽  
Challenging Situation ◽  
Website Content ◽  
Significant Factors

In the education environment Students’ Perceived Service Quality (SQ), Satisfaction (SAT) and students’ favourable or unfavourable behaviour can be considered as significant factors of students’ retention and accomplishment of registered programmes with in their stipulated time. The Open Distance Learning (ODL) is widely spread and established flexible pedagogy system with the fast-growing technological enhancement. Year by Year the student population has been drastically increased but completion rate has uncovered a very challenging situation. The service quality concepts which were limited only for customer-based criteria have originated various service quality significant factors and models in education field also. The purpose of this paper is to find out the significant service quality factors by using the modified SERVQUAL dimensions and the relationship between PSQ, SAT and Behavioural Intention (BI). For this study independent variables are Assurance, Empathy, Reliability, Responsiveness, and Website Content and dependent variables are Students’ PSQ, SAT and BI.  The population was undergraduate students who have registered for academic year 2013/2014. The valid sample consisted with 744 students. Data collection were done by using a self-administered questionnaire and survey method.  The significant relationships revealed; PSQ with Reliability, Responsiveness and Website Content. Further Students’ PSQ with SAT, PSQ with BI and SAT with BI. It is concluded that there is a strong relationship between PSQ and SAT in the ODL environment and a mediated relationship. The variance extracted from the PSQ and SAT were 26% and BI was 43%. It is recommended to select more SQ variables and should increase the sample size for more accuracy in future study as longitudinal. The implications will contribute theoretically and managerially to formulate practical guidelines and necessary strategies to improve the students’ favorable behaviour mediated by the Students’ SAT and PSQ.

scholarly journals Measuring the satisfaction of employees based on the service quality of (ATM) Automated Teller Machine of the directorate of education in Thi Qar province: قياس رضا الموظفين بناء على جودة الخدمة لماكينة الصرف الآلي (ATM) لمديرية التربية والتعليم في محافظة ذي قار-العراق

2020 ◽  
Vol 4 (4) ◽  
Author(s):  
Mohammed Jaber Farhan
Keyword(s):  
Service Quality ◽  
Employee Satisfaction ◽  
Pearson Correlation ◽  
Ease Of Use ◽  
Survey Method ◽  
Quality Factors ◽  
Explanatory Variables ◽  
Security Issues ◽  
Automated Teller Machine

The internet and networks have broadened the electronic financial business specifically the transaction of money. The novel banking industry in Iraq countering many obstacles especially security issues. The aggressive competition among the banks to attracting more customers resulting that the quality of the services became the cornerstone. The private banks try to improve the services for the customer by using Automated Teller Machine (ATM). The purpose of this study is describing the explanatory variables for service quality in the research model and examine the effect of service quality variables on employee satisfaction. Two hypotheses were formed to verify if their effect on service quality or not. using Quantitative approach with survey method to quantifies the responses collected via questionnaire. The questionnaires distributed to employees working in the directorate of education are350 just 302was returned and after the examination only 210 questionnaire was valid. Descriptive statistics, Pearson-correlation and multiple linear regression techniques in SPSS were used to analyze quantitative data collected from the questionnaire. the findings are medium agree of ease of use ATM, moderate disagree for accessibility and moderate disagree of security. Regression model finds the service quality factors affect employee satisfaction and as result H1 hypothesis accepted. finally, Pearson-correlation showed a positive relationship to all independent variable on employee's satisfaction and mentioned the highest positive correlation was the ease of use variable.

scholarly journals Assessing Intrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals

2021 ◽  
pp. 28-41
Author(s):  
Jonathan Banahene ◽  
Baozhen Dai ◽  
Maxwell Opuni Antwi ◽  
Jonathan Kissi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strong Relationship ◽  
Healthcare Facility ◽  
Quality Factors ◽  
Validity And Reliability ◽  
Private Hospitals ◽  
South Central ◽  
Intrinsic Mechanism ◽  
Patient Retention

The achievement of patient retention by a healthcare facility can be established by the provision of quality service delivery. The main objective of this paper is to assess the intrinsic mechanism of service quality factors and it effect on patient retention in Ghanaian private hospitals. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals in the Ashanti region of Ghana. Due to population density of private hospitals, most of the respondents hailed from the Greater Accra, Ashanti, Western-South, Central and Eastern Regions from Ghana. The questionnaires used for the study were made up of 37 items that include 33 items on intrinsic mechanism of service quality; two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. SPSS statistical software and WarpPLS software were use to analysis the data. It was revealed that there is a strong relationship between the factors of service quality (Empathy, Safety, Improvement of care and Efficient) and patient retention. The mediators (trust and patient satisfaction) shown positive significant between factors service quality and patient retention. This study recommends that if private hospitals management pays much attention to the above factors of service quality, they are going to retain most of their patients. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

scholarly journals Perceived Service Quality Factors Influencing Undergraduate Students’ Satisfaction at Universities in Java and Bali

2020 ◽  
Vol 4 (1) ◽  
pp. 9
Author(s):  
Bonaventura Darryl Angkatirta ◽  
Indra Marhaendra ◽  
Ida Bagus Gede Widana Widiatmaka ◽  
Kevin Pratama ◽  
Tessa Natasha Fitriyanti
Keyword(s):  
Service Quality ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Equation Modeling ◽  
Learning Approach ◽  
Quality Factors ◽  
Perceived Service Quality ◽  
Response Capacity ◽  
Innovative Learning ◽  
Students Satisfaction

The main objective of this research is to study the relationship between tangibility, trustworthiness, response capacity, guarantee, empathy, and innovative learning approach that affect the value of college students’ satisfaction on the islands of Java and Bali. A quantitative study was conducted on students in various universities in Java and Bali, through a survey that was applied to the final sample of 205 students. Data analysis is carried out through structural equation modeling and shows that structures that affect students' satisfaction with the tertiary institutions where they study in the islands of Java and Bali are Guarantee, Tangibility, and Empathy factors.   Keywords: Undergraduate Students, Perceived Service Quality, Students’ Satisfaction, Innovative Learning Approach

scholarly journals Kualitas Pelayanan Perpustakaan (Studi Kasus pada Perpustakaan IAIN Sunan Kalijaga yogyakarta)

2015 ◽  
Vol 1 (2) ◽  
pp. 4
Author(s):  
Anis Masruri
Keyword(s):  
Service Quality ◽  
Field Research ◽  
Research Field ◽  
Point Of View ◽  
Survey Method ◽  
Quality Factors ◽  
Library Service ◽  
State Institute ◽  
Factors Influencing

This study is aimed at describing the library service quality of State Institute for Islamic Studies (IAIN) Sunan Kalijaga Yogyakarta from the point of view of users, and at finding out factors influencing it. This description is really important in order to be able to develop it, as the supporter of realizing the three responsibilities of university or institute, namely education, research, and social service. This study uses a descriptive qualitative approach of survey method. Sampling is taken from the group of library users numbering 338 people, and 50 of library staffs. Whereas data collecting is conducted through library research, field research consisting ofdocumentation, questionnaire, and interview The data is organized in tables offrequency and percentage distribution, and it is then described. Based on the service quality concept quoted from the decision of minister of state apparatus empowerment no. 8l of L993, there are ten indicators of service quality namely simplicity, clarity and certainfy,o pennesse, fficiency, economy,f air distribution, punctuality, physical facility, capacity and staff attitude. The result of study indicates that the library service quality of IAIN Sunan Kalijaga yogyakarta based on of users' opinion is generally good. This conclusion is based on the mean result7O.247o of the users have good opinion about the indicators of the library service quality. Factors influencing the library service quality are organization climate (87.007o),s upervisions ystem( 68.67Vo)a, nd bureaucracys tructure( 85.337o)A. lthough the serviceq uality at the IAIN Sunan Kalijaga's Library is in general good, there are things to consider. The first is about library location which is, accarding to the majority of users, not strategic. The second, is the necessity of developing service security and comfortable service' The third is the necessity ofdeveloping reliable physical facilities. Lastly, it is necessary to develop library collection both in quantity and in quality taking the needs of new departments and study programs into consideration.

scholarly journals UNDERSTANDING THE LEVELS OF SATISFACTION AMONG UNIVERSITY STUDENTS ABOUT THE USE OF ICTS

2020 ◽  
Vol 2 ◽  
pp. 36-46
Author(s):  
Ali Abbas ◽  
◽  
Sana Mehmood ◽  
Saadia Bibi ◽  
◽  
...  
Keyword(s):  
Social Science ◽  
Information And Communication Technologies ◽  
Undergraduate Students ◽  
Research Work ◽  
Sampling Technique ◽  
Strong Relationship ◽  
Communication Technologies ◽  
Survey Method ◽  
Research Approach ◽  
Information And Communication

The aim of this study was to understand the satisfaction levels of undergraduate students of Quaid-i-Azam University (QAU), Islamabad about the usage of Information and Communication Technologies (ICTs) for their academic purposes. The quantitative research approach was applied to collect data through a survey method from two hundred (200) sampled respondents from three faculties of QAU i.e., social science, natural science, and biological sciences. The convenient sampling technique was used for the selection of the respondents. A well-structured questionnaire was used for the survey purpose. Some of the questionnaires were self-administered while the rest were distributed among the respondents and collected later. The data were analyzed in Statistical Package for Social Science (SPSS) and both descriptive and inferential statistics were applied. The findings of the study showed that undergraduate students at QAU were using the internet, having sufficient knowledge of ICTs, and were using these ICTs for educational purposes, such as research work, class assignments, and communication with teachers. The Confidence Interval was [95% and MoR was 0.05). All the figures had less than 0.05 values which means the variables are correlating to each other. Some of the respondents stated that there is a lack of ICTs well-trained staff and limited space in the computer laboratories at the campus. The university administration should pay special attention to the provision of ICTs to the student so that they could get maximum benefits out of it. Moreover, the respondent’s knowledge about the usage of ICTs has a strong relationship with the students’ attitude towards the ICTs use. The respondent’s level of knowledge about the ICTs has a less likely effect on the major constraint in using ICTs. Keywords: Information and Communication Technologies, Quaid-i-Azam University, Cognitive Flexibility, Academic Activities, Internet, Pakistan

Determinants of E-service quality features on customer satisfaction : A study among e-shoppers

2019 ◽  
Vol 118 (10) ◽  
pp. 76-87
Author(s):  
R. Krishnadas ◽  
R. Renganathan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Purchase Behavior ◽  
Primary Data ◽  
Survey Method ◽  
Quality Factors ◽  
Electronic Retailing ◽  
Online Channel

Electronic-Retailing(E-tailing) is gaining prominence across the globe, duly supported by advancement in technologies and digitization. The e-tailing growth has been driven by increasing smartphone & internet penetration, the launch of affordable 4G networks, the existence of security & logistics infrastructure and growing consumer wealth across the world (World Economic Forum). Exclusive customer offers, promotional campaigns, cashback and redemptions by e-commerce service providers and bankers through online channel have also aided the growth in electronic-retailing. E-tailing is a part of e-commerce, where it deals only with B2C customers. This study will be helpful in identifying influential E-service quality factors that are affecting consumer satisfaction with respect to the online channel. Survey was conducted with a structured questionnaire and responses were elicited from 230 e-tail customers. Both Primary and secondary data are used for this study. Primary data is collected through survey method. Secondary information is gathered from different sources such as online web-sources, newspapers, research journals, industry reports, etc. The study considered e-retailing customers of amazon who made at least one purchase on the website for the last year. Amazon has the highest market share among the e-retailers.The results demonstrated that post-purchase behavior aspects like on-time delivery of the product and providing the exact product at the time of delivery plays a significant role in enhancing customer satisfaction.

scholarly journals ANALISIS PENGARUH MEDIA SOSIAL TERHADAP LOYALITAS KONSUMEN DI SAYUR ORGANIK MERBABU

2020 ◽  
Vol 13 (2) ◽  
pp. 36-42
Author(s):  
Bayu Murya ◽  
Lasmono Tri Sunaryanto ◽  
Hendrik Johannes Nadada
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Factors ◽  
Vegetable Products ◽  
Analysis Technique

Merbabu Organic Vegetable is company engaged in agribusiness that sells quality fresh vegetable products produced from its own garden. Vegetable products are now starting to be marketing strategies, Merbabu Organic Vegetables need to understand what consumers really want and what things effect consumer satisfaction when making vegetable purchases. This study aims to analyze the influence of social media and quality of service to the satisfaction of vegetable consumers in Merbabu Organic Vegetables.This type of research is quantitative descripyive survey method, The sampling technique uses The Non Probability Sampling method with the number of samples used as many as 108 respondents. The data analysis technique used in SEM ( Structural Equation Modeling ) analysis, which is operated through the IBM AMOS V.22 program. Results research shows that service quality has a positive and significant effect on sonsumer satisfaction of vegetables in Organic Merbabu Vagetables.Significant indicators shape service quality factors including trust, responsiveness, assurance, empathy and physical evidence. Although social media factors show insignificant results and are negatively related, all the indicators that form such as facebook, instagram and whatsApp have significant results on social media.

scholarly journals PLS-SEM Based Analysis of Service Quality and Satisfaction in Open Distance Learning in Sri Lanka

2017 ◽  
Vol 12 (11) ◽  
pp. 194
Author(s):  
M. J. Renuka Perera ◽  
Gapar M. Johar ◽  
Ali Kathibi ◽  
Halinah Atan ◽  
Nalin Abeysekera ◽  
...  
Keyword(s):  
Distance Learning ◽  
Sri Lanka ◽  
Service Quality ◽  
Future Research ◽  
Vast Number ◽  
Perceived Service Quality ◽  
Significant Relationships ◽  
Longitudinal Data Collection ◽  
Regional Centers ◽  
Website Content

Students’ Perceived Service Quality (SPSQ) and Students’ Satisfaction (SSAT) in Open Distance Learning (ODL) are renowned features in Higher Education (HE) field in the present-day. The vast number of research studies have addressed diverse types of variables on different grounds. The ODL students are from various family backgrounds such as cultural, social, technological skill levels, and most importantly defer from basic educational entry qualifications. This must cognize how the HE institutions are able to offer their diversified services together with quality enhanced features to enjoy a competitive edge from the student’s satisfaction point of view. The number of students completing the course, or graduates passing out are diminishing when compared with the increase in number of registered student’s year on year. Most of the universities and HE institutions have faced student persistence and attrition problems and rush to find solutions with the concepts of service quality and satisfaction. The purpose of this study is mainly based on finding out the significant factors affecting the SPSQ and SSAT. This study will address the modified SERVQUAL constructs in relation to the SPSQ and SSAT. The independent variables were Assurance, Empathy, Responsiveness, Reliability, and Website Content and the dependent variables were the Students’ Perceived Service Quality and Satisfaction in ODL in the OUSL. Data was collected by using a self-administered questionnaire from 760 undergraduate students of the Open University of Sri Lanka (OUSL) covering six main regional centers island wide. The OUSL is the unique university operating under the ODL system in Sri Lanka. The analysis was based on descriptive and inferential statistics. The significant relationships are revealed between the SPSQ and Reliability, Responsiveness and Website Content. The other significant relationships are SSAT with Reliability and Website Content and the relationship between SPSQ and SSAT. The R2 for the SPSQ is 0.244 (24%) and SSAT is 0.549 (55%). The same research could be recommended as a future research with more service quality variables, and in regional centers as a longitudinal data collection method to understand more about service quality and satisfaction which influence student retention and completion.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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