scholarly journals ONLINE AND TRADITIONAL BANKING SERVICES: WHICH ONE DECIDES CUSTOMERS’ OVERALL SATISFACTION

2015 ◽  
Vol 18 (1) ◽  
pp. 75-89
Author(s):  
Thuy Thi Ngoc Vo ◽  
Thuc Hung Phan
Keyword(s):  
Service Quality ◽  
Positive Impact ◽  
Perceived Quality ◽  
Online Service ◽  
Online Services ◽  
Customer Evaluation ◽  
Traditional Service ◽  
To Receive ◽  
The Relationship

Vietnamese banks have recently boosted online services besides traditional ones. The parallel existence of these two service channels will have a positive impact on customers if both of them are well evaluated. However, if either is badly evaluated, the opposite is true. What types of services to invest in to receive customers’ highest overall satisfaction remains a question to companies. This study examined various impacts of the perceived quality of two types of services on customers’ overall satisfaction. The relationship between positive impact of perceived quality of online services and the perceived quality of traditional services is also tested. Using a survey of 435 customers of Vietcombank, we found that online service quality affects the overall satisfaction stronger than traditional service quality. In addition, online service quality also has a significant impact on customer evaluation of traditional services.

scholarly journals PERAN CPV SEBAGAI MEDIASI PENGARUH KUALITAS LAYANAN ONLINE TERHADAP KEPUTUSAN PEMBELIAN ZALORA DI KOTA DENPASAR

2020 ◽  
Vol 9 (1) ◽  
pp. 160
Author(s):  
Ni Komang Putri Ratnaningtyas ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Purchase Decision ◽  
Purchasing Decisions ◽  
Online Service ◽  
Online Services ◽  
Customer Perceived Value ◽  
The City

The purpose of this study was to determine the role of Customer Perceived Value as a mediation of the effect of Online Service Quality on Purchasing Decisions. This research was conducted in the city of Denpasar. The number of samples taken was 112 people. The technique used in this study is purposive sampling technique, namely data retrieval techniques with certain considerations and the analysis technique used is path analysis techniques. Based on the results of the analysis found it shows that the quality of online services has a positive and significant effect on purchasing decisions. customer perceived value has a positive and significant effect on the purchase decision of the product of the PALOMINO Brand Bag at Zalora in the city of Denpasar. Online service quality has a positive and significant effect on customer perceived value. the role of customer perceived value positively and significantly mediates the quality of online services towards the purchase decision of the product of the PALOMINO Brand Bag at Zalora in the city of Denpasar. Keywords: Customer Perceived Value, Online Service Quality, Purchasing Decisions

scholarly journals ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB)

2021 ◽  
Vol 1 (42) ◽  
pp. 8-19
Author(s):  
Hieu Minh Tran ◽  
Anh Hoang Nguyen
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Reliability Test ◽  
Satisfaction Level ◽  
Customer Evaluation ◽  
Alpha Reliability ◽  
The Relationship

This study applied the SERVQUAL scale of Parasuraman et al. and the scale of previous research models to measure the quality of Saigon - Hanoi Commercial Joint-Stock Bank. The study used Cronbach’s Alpha reliability test method and exploratory factor analysis (EFA) to verify and evaluate the scale conducted with a sample size of n = 215 respondents are customers who use the services of the bank. The research results serve as a basis for Saigon - Hanoi Commercial Joint-Stock Bank to know the factors of service quality that affect satisfaction, the relationship between service quality and satisfaction, level of customer evaluation of these factors, from which an appropriate strategy is carried out to improve customer satisfaction in the future.

scholarly journals PENGARUH KOMPETENSI APARATUR PEMERINTAH TERHADAP KUALITAS PELAYANAN PUBLIK PADA KANTOR KECAMATAN SANGATTA SELATAN KABUPATEN KUTAI TIMUR

DEDIKASI ◽  
2020 ◽  
Vol 21 (1) ◽  
pp. 42
Author(s):  
Salasiah Dan Eli Ampung
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Significant Influence ◽  
Public Services ◽  
Positive Impact ◽  
District Office ◽  
Independent Variable ◽  
The Government ◽  
The Relationship

This research is based on the competence of government apparatus in southern Sangatta kecmatan in hopes to improve the quality of public services.The purpose of this study is to determine whether the competence of the government apparatus affect the quality of public services at the district office very districts kutai east. The type of research or explanation used is descriptive kuanlitatif used to analyze the relationship between research variables. Types of data used are kusioner, observation, interview, and documentation.The result of partial test on the independent variable that is the Competence variable of government apparatus toward the variable of public service quality shows the result that have significant influence that is by showing from t count> t table, 3.304> 1675. With R obtained for 0.776, which means that 77.6% Competence the government apparatus has a positive impact on service quality and 22.4% is influenced by other factors not discussed in this study.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

An Event Quality Scale for Participatory Running Events

2020 ◽  
Vol 24 (1) ◽  
pp. 139-152 ◽  
Author(s):  
John Armbrecht
Keyword(s):  
Scale Development ◽  
Service Quality ◽  
Development Process ◽  
Factor Model ◽  
Perceived Quality ◽  
Social Aspects ◽  
Factor Solution ◽  
Quality Scale ◽  
Cognitive Dimensions

This study focuses on the perceived quality of participatory event experiences by addressing the following question: What are the important aspects of the event experience? The aim of this research is to develop and refine a scale to measure the quality of the event experience for runners at a participatory event. The objective is to combine, apply, test, and refine the existing scales to increase our understanding of the perceived quality of events among amateur running athletes. Both affective and cognitive dimensions are included in the scale. Based on seven dimensions and 36 items, a formal scale development process is adopted. The data consist of 1,923 observations collected during a participatory event with approximately 60,000 registered participants. The seven-factor model, including immersion, surprise, participation, fun, social aspects, hedonic aspects, and service quality, was gradually revised in favor of a four-factor solution: service quality, hedonic aspects, fun, and immersion. As a result, 73.1% of the variance is extracted. This study contributes to a refined scale measuring the perceived event quality of participatory events. Service quality accounts for more than half of the variance extracted. Researchers should continue to develop research on the critical experiential dimensions in an event context. Furthermore, the links between the constructs need attention. The results suggest that event organizers should evaluate their events and event portfolios based on the scale and take actions to increase the perceived quality of these events.

scholarly journals Quality in Assisted Living: Does It Lie in the Eyes of the Beholder?

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 726-727
Author(s):  
Diana White ◽  
Tunalilar Ozcan ◽  
Serena Hasworth ◽  
Jaclyn Winfree
Keyword(s):  
Quality Indicators ◽  
Residential Care ◽  
Assisted Living ◽  
Physical Environment ◽  
Sampling Strategy ◽  
Perceived Quality ◽  
Two Stage ◽  
Regulatory Perspective ◽  
To Receive

Abstract Quality is defined in multiple ways and by different stakeholders (e.g., residents, regulators, informed observers). Using a two-stage stratified sampling strategy, we collected data from N=241 residents living in 31 assisted living and residential care communities (AL/RC) in Oregon. Residents rated their overall satisfaction and satisfaction with the AL/RC as a place to live and to receive care. Each interviewer completed a facility profile summarizing their observations about the setting, including quality of staff-resident interactions and physical environment. Residents and interviewers were also asked whether they would recommend the community to others. Finally, we used deficiency citations given during regular inspections by the licensing agency to proxy regulatory perspective. Results show that perceived quality varied by stakeholder (e.g., residents’ assessments differed from deficiency citations). Given this variation, findings suggest that efforts to make quality indicators publicly available should include multiple measures and perspectives, especially residents.

scholarly journals Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis

2019 ◽  
Vol 2 (2) ◽  
pp. 100
Author(s):  
Gina Sofia Rahman ◽  
Herijanto Bekti ◽  
M.D Enjat Munajat
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Field Studies ◽  
Integrated Services ◽  
Building Construction ◽  
Online Service ◽  
Library Studies ◽  
One Stop ◽  
Construction Permit

AbstrakPenelitian ini membahas tentang Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) di Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Ciamis, dengan menggunakan teori servqual dari Zeithaml mengukur 5 dimensi, yaitu Tangible, Reliabillity, Assurance, responsiveness dan Empathy. Penelitian ini merupakan penelitian jenis kualitatif dengan tekhnik pengumpulan data dengan menggunakan studi kepustakaan, dan studi lapangan berupa observasi dan wawancara dengan 6 informan yaitu, Kepala DPMPTSP, Kabid Perizinan, Kabid Pengaduan dan Advokasi, Petugas Frontliner, Kabid Kepegawaian dan Pemohon Perzinan IMB.Berdasarkan hasil penelitian, Kualitas Pelayanan di DPMPTSP Kabupaten Ciamis masih belum berjalan secara efektif dan efisien dikarenakan kurang nya SDM si bagian pelayanan perizinan DPMPTSP Kabupaten Ciamis, kurangnya kemampuan petugas dan sarana untuk menunjang online service. Kata kunci : Kualitas Pelayanan, Izin Mendirikan Bangunan, Servqual.AbstractThis study discusses the Quality of Building Construction Permits (IMB) at the Ciamis District One-Stop Integrated Services Investment Office (DPMPTSP), using the servqual theory from Zeithaml to measure 5 dimensions, namely Tangible, Reliabillity, Assurance, Responsiveness and Empathy. This research is a qualitative type of research with data collection techniques using library studies, and field studies in the form of observation and interviews with 6 informants namely, Head of DPMPTSP, Head of Licensing, Head of Complaints and Advocacy, Frontliner Officers, Head of Personnel and IMB Licensing Applicants. research, Service Quality in DPMPTSP Ciamis Regency still has not run effectively and efficiently because of the lack of human resources in the licensing service section of DPMPTSP in Ciamis Regency, lack of staff ability and means to support online services.Keywords: Service Quality, Building Construction Permit, Servqual.

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

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