scholarly journals The role of safety in service quality in the opinion of traditional and digital customers of postal service

2020 ◽  
Vol 26 (1) ◽  
pp. 1-4
Author(s):  
Kamila Kowalik
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Theoretical Framework ◽  
Postal Service ◽  
Perception Of Safety ◽  
Postal Services ◽  
Safety Attributes ◽  
The Impact

AbstractOne of the factors allowing to shape safety and quality of a postal service is an opinion of its customer. In the following paper, the analysis of the impact of a customer’s perception of safety on the service quality assessment has been presented. Research results presented in the paper refer to opinions of traditional and digital customers of postal services. The presented analysis is enriched by a theoretical framework of service quality, the explanation of the concept of safety, and a complementary characteristics of traditional and digital postal services. Afterwards, safety attributes of the postal services have been proposed, explained and highlighted. Subsequently, the results presented in the paper refer to the validity of particular chosen safety attributes of postal services.

scholarly journals Kepuasan Pelanggan Terhadap Jasa Pengiriman Surat Dan Paket

2015 ◽  
Vol 19 (2) ◽  
Author(s):  
Atjih Ratnawati
Keyword(s):  
Service Quality ◽  
High Reliability ◽  
Survey Method ◽  
Postal Service ◽  
Quality Of Data ◽  
Package Delivery ◽  
Quality Aspects ◽  
Delivery Services ◽  
The Impact

Post organization is currently regulated in the Law of Post 38 of 2009 on the post. As the impact of the implementation of the Act that the new post, there are many types of postal service companies including expedition. This study aims to describe quantitatively the quality of data and related information services and package mailing PT Pos in Bandung reviewed based on customer satisfaction. While  research  method  is survey method with quantitative approach. Referring to the theory of quality of service (Service Quality). Judging from five (5) aspects of service quality, namely reliability, responsiveness, assurance, empathy and tangibles, it is known that the quality aspect of high reliability and low value is the quality aspects of the physical evidence (tengibel). Mail and package delivery services PT Pos Indonesia to provide services to its customers is  considered good and reliable by the public postal service          users                        Keywords :  Post, Indonesia Postal Service, Post Indonesia quality, service   ABSTRAK Penyelenggaraan pos saat ini diatur dalam Undang-undang Pos No.38 tahun 2009 tentang Pos. Sebagai imbas dari implementasi Undang-undang Pos yang baru tersebut, ada banyak jenis perusahaan jasa pos termasuk ekspedisi. Penelitian ini bertujuan untuk  mendiskripsikan secara kuantitatif   mengenai data dan informasi terkait kualitas  layanan jasa  pengiriman surat dan     paket PT Pos di kota Bandung ditinjau  berdasarkan kepuasan pelanggan. Sedangkan metode penelitian adalah metode survey dengan pendekatan kuantitatif  dengan mengacu pada teori kualitas layanan (Service Quality).  Dilihat dari 5 (lima) aspek kualitas layanan yaitu kehandalan, daya tanggap, jaminan, empaty dan bukti fisik, diketahui bahwa aspek kualitas kehandalan yang tinggi nilainya dan yang rendah adalah aspek kualitas bukti fisik (tengibel). Jasa pengiriman surat dan paket PT Pos Indonesia dalam memberikan layanannya kepada pelanggannya dinilai baik dan handal  oleh   masyarakat pengguna jasa layanan pos .  Kata Kunci: Pos , Post Indonesia, kualitas, Layanan

scholarly journals PERAN KUALITAS LAYANAN DALAM MEMEDIASI HUBUNGAN ANTARA KARYAWAN BERORIENTASI PELANGGAN DENGAN KEPUASAN PELANGGAN DI BULGARI RESORT BALI

2018 ◽  
pp. 2389
Author(s):  
Niky Purbawisesa ◽  
I Made Wardana ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Partial Least Square ◽  
Least Square ◽  
Partial Least Square Analysis ◽  
Analysis Technique ◽  
The Impact

This study aims to explain the role of service quality in mediating customer-oriented employees with customer satisfaction at Bulgari Resort Bali. This research was conducted in Bulgari resort with the customer population who had stayed at least once in Bulgari Resort Bali from January to July 2016. Questionnaires were distributed to 130 respondents by purposive sampling method. This study uses a variance based or component-based approach of PLS ??(Partial Least Square) analysis technique. The results of this study indicate that customer-oriented employees have a positive and significant impact on customer satisfaction as well as on service quality. Quality of service is also found to have a positive and significant effect on customer satisfaction. Furthermore, service quality is proven to mediate partially the impact of customer-oriented employees on customer satisfaction. The implications of this study indicate that customer-oriented service quality and employee play an important role in customer satisfaction, this can be the basis for the perpetrators of the hospitality industry in general and the management of Bulgari resort Bali in particular to improve the quality of customer service and employees oriented. Thus it is suggested that the management can implement an integrated and sustainable training program in order to be able to provide satisfaction for customers.  

scholarly journals The Role of Hospital Service Quality and Informing System in Patients' Willingness to Pay with Mediation of Satisfaction

2020 ◽  
Author(s):  
Ghasem Zarei ◽  
Hajieh Ghorbani Ardahaei
Keyword(s):  
Information System ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Willingness To Pay ◽  
Equation Modeling ◽  
Mediating Role ◽  
Patients Satisfaction ◽  
The Impact

Background: The willingness to pay is criteria criterion for measuring the patients' interest to continue their relationship with health centers. The main purpose of this study was to determine the effect of service quality and informing system of hospitals on the patient's willingness to pay with mediating role of patient satisfaction. Methods: This is an applied survey. The statistical population of this study consisted of all patients referring to Imam Khomeini Hospital in Sarab City during the first six months of 2019. Random sampling method was applied and 390 questionnaires were distributed among the patients. Data gathering tools included researcher made questionnaire with confirmed validity and reliability. Experts’ opinion and confirmatory factor analysis were used to confirm the validity. Cronbach's alpha method and combined reliability coefficient were used for reliability. Data were analyzed using structural equation modeling (SEM) test by partial least squares method. To analyze the data, SPSS 20 and Smart PLS 3 software were used. Results: Among the distributed questionnaires, 300 ones were completed and returned. According to the descriptive statistics, mean score of service quality, hospital information system, patient satisfaction, and willingness to pay were 2.98, 2.81, 3.44, and 2.67, respectively. The results obtained from the inferential analysis showed that the quality of services had a significant effect on patients’ satisfaction and willingness to pay. Moreover, the information system had a significant effect on patients’ satisfaction and patients' satisfaction had a significant effect on the willingness to pay. The impact of the information system on the willingness to pay was not confirmed. Conclusion:  Based on the findings, changes in the quality of hospital informing system and service quality with the mediating role of patients’ satisfaction affected their willingness to pay.  

Strategic Role of Zakat in Multidimensional Quality of Life in Sijunjung, Indonesia

2018 ◽  
Vol 15 (1) ◽  
pp. 55-72
Author(s):  
Herlin Hamimi ◽  
Abdul Ghafar Ismail ◽  
Muhammad Hasbi Zaenal
Keyword(s):  
Quality Of Life ◽  
Positive Impact ◽  
Wealth Distribution ◽  
Absolute Poverty ◽  
Before And After ◽  
The Status ◽  
Being There ◽  
The Impact

Zakat is one of the five pillars of Islam which has a function of faith, social and economic functions. Muslims who can pay zakat are required to give at least 2.5 per cent of their wealth. The problem of poverty prevalent in disadvantaged regions because of the difficulty of access to information and communication led to a gap that is so high in wealth and resources. The instrument of zakat provides a paradigm in the achievement of equitable wealth distribution and healthy circulation. Zakat potentially offers a better life and improves the quality of human being. There is a human quality improvement not only in economic terms but also in spiritual terms such as improving religiousity. This study aims to examine the role of zakat to alleviate humanitarian issues in disadvantaged regions such as Sijunjung, one of zakat beneficiaries and impoverished areas in Indonesia. The researcher attempted a Cibest method to capture the impact of zakat beneficiaries before and after becoming a member of Zakat Community Development (ZCD) Program in material and spiritual value. The overall analysis shows that zakat has a positive impact on disadvantaged regions development and enhance the quality of life of the community. There is an improvement in the average of mustahik household incomes after becoming a member of ZCD Program. Cibest model demonstrates that material, spiritual, and absolute poverty index decreased by 10, 5, and 6 per cent. Meanwhile, the welfare index is increased by 21 per cent. These findings have significant implications for developing the quality of life in disadvantaged regions in Sijunjung. Therefore, zakat is one of the instruments to change the status of disadvantaged areas to be equivalent to other areas.

Zmiana modelu zarządzania i nadzoru nad jakością kształcenia w szkolnictwie wyższym. Perspektywa doświadczeń Republiki Federalnej Niemiec

2020 ◽  
pp. 137-149
Author(s):  
Krzysztof Szewior
Keyword(s):  
Quality Of Education ◽  
Research Approach ◽  
University Management ◽  
Strategic Partner ◽  
Higher Education Reforms ◽  
The University ◽  
The Impact ◽  
Desk Research

The author focuses on the manner and effects of German higher education reforms that have changed the model of university management. The point of reference is the quality of education and its role, how universities ensure it, and how it is verified through evaluation and accreditation. These elements divide the article into two parts: a part about quality and a part about evaluation and accreditation. The analysis includes the impact of global processes and Europeanization. The research approach is characteristic for public policies, sciences of management and quality. The theories used in this article: the theory of systems and neo-institutionalism, as well as perspectives: the university as an active strategic partner, entrepreneurial university, the third role of universities. The publication is based on desk research and on the analysis of processes.

scholarly journals Threat or Corrective? Assessing the Impact of Populist Parties in Government on the Qualities of Democracy: A 19-Country Comparison

2021 ◽  
pp. 1-21
Author(s):  
Davide Vittori
Keyword(s):  
Negative Impact ◽  
Quality Of Democracy ◽  
Clear Cut ◽  
Liberal Democratic ◽  
Country Comparison ◽  
Democratic Regimes ◽  
Different Types ◽  
The Impact

Abstract Scholars have long debated whether populism harms or improves the quality of democracy. This article contributes to this debate by focusing on the impact of populist parties in government. In particular, it inquires: (1) whether populists in government are more likely than non-populists to negatively affect the quality of democracies; (2) whether the role of populists in government matters; and (3) which type of populism is expected to negatively affect the quality of liberal-democratic regimes. The results find strong evidence that the role of populists in government affects several qualities of democracy. While robust, the findings related to (2) are less clear-cut than those pertaining to (1). Finally, regardless of their role in government, different types of populism have different impacts on the qualities of democracy. The results show that exclusionary populist parties in government tend to have more of a negative impact than other forms of populism.

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