scholarly journals Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking

2021 ◽  
Vol 13 (4) ◽  
pp. 2043
Author(s):  
Rong-Chang Jou ◽  
Yeong-Jia Day
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Three Dimensional ◽  
Quality Measurement ◽  
Probit Model ◽  
Quality Attributes ◽  
Customer Relationships ◽  
Policy Implications ◽  
Hotel Management ◽  
Relationship Of

This study integrates the three-factor theory and Importance–Performance Analysis (IPA) into a three-dimensional importance–performance analysis (3-D IPA) approach to identify the critical service quality attributes for hotel online booking. A seven-point Likert-type scale of service quality measurement was designed in the survey and the participants (foreign independent tourists) were randomly selected at Taoyuan International Airport, Taiwan. A total of 453 participants were identified. The classification of the factors was based on the explicit importance, while the implicit importance was measured with the relationship of satisfaction by using the ordered probit model. The results, compared to the traditional method of partial correlation analysis, were different in the dimensions of Fulfillment and Responsiveness, Safety and Security, Website Functionality, and Customer Relationships. In conclusion, this study broadens the perspective of research method and improves the performance evaluation of e-service quality attributes. The empirical results provide recommendations and policy implications for resource allocation of hotel management.

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

Measuring quality perception in electronic commerce

2016 ◽  
Vol 116 (9) ◽  
pp. 1946-1966 ◽  
Author(s):  
Ildikó Kemény ◽  
Judit Simon ◽  
Ákos Nagy ◽  
Krisztián Szucs
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Latent Variable ◽  
Quality Measurement ◽  
Developed Countries ◽  
Research Field ◽  
Content Type ◽  
Quality Perception ◽  
Relationship Of ◽  
The Relationship

Purpose The perceived electronic-service quality (e-SQ) has become a relevant research area, not only in developed but also in smaller, less-developed countries. The purpose of this paper is to provide a description of an analysis into the relationship of the dimensions of perceived e-SQ and satisfaction as well as WOM intention in case of an online bookstore in Hungary where technical development and internet penetration is emerging; however, it is developing from an economic perspective. Beyond this a potential segmentation is introduced in the Hungarian market. Design/methodology/approach The direct effect of perceived e-SQ’s dimensions on satisfaction and on traditional WOM were analysed using the PLS-SEM method, which was followed by the segmentation approach. The paper also demonstrates differences of the identified consumer segments, using multivariate analysis of variance. Findings According to the research only the dimension of efficiency and responsiveness have a significant positive effect on satisfaction, and beside these the quality perception of fulfilment has a significant influence on WOM intention. Using the relevant latent variable scores segmentation was conducted and four clusters were identified. Originality/value Due to peculiarities of e-services, quality measurement needs a constant revision and adoption. Extent amount of research has been dedicated to analyse the relationship of quality and satisfaction, but the direct effect of relevant quality dimensions on word-of-mouth intention is a new research field. Segmenting customers based on latent variable scores of the proposed model has not been conducted before in case of an online bookstore in Hungary. According to the results the evaluation of the technology-based components has the greatest effect on satisfaction and WOM intention. However, web-shops managers should focus not only on online characteristics but also on offline, human-based interactions and the service quality of their delivery partners.

scholarly journals Analisis Kualitas Pelayanan Terminal Kargo Bandara Dengan Jaringan Probabilistik

WARTA ARDHIA ◽  
2017 ◽  
Vol 41 (2) ◽  
pp. 59
Author(s):  
Fadrinsyah Anwar
Keyword(s):  
Service Quality ◽  
Causal Relationship ◽  
User Satisfaction ◽  
Management Strategy ◽  
Quality Measurement ◽  
Probabilistic Networks ◽  
Airport Management ◽  
Probabilistic Network ◽  
Relationship Model ◽  
Relationship Of

Service quality measurement at the airport can give a lot of essentialinput for the airport management, especially in determining the appropriate airport management strategy. This study aims to assess the causal relationship of several factors that are assumed may affect the service process at the cargo terminal. The causal relationship model is built on the perception of the service user satisfaction on the performance of the facilities, the performance of Human Resources (HR), and the performance of services at the airport cargo terminal. Thedevelopment of causal relationship model using probabilistic networks. The analysis results on the case of cargo terminal of Juanda Airport in Surabaya show that the performance improvement of facilities and HR can improve the performance of services in the cargo terminal. Furthermore, the important factors that affect the performance improvement of SERVICES arethe storage facilities, the availability of handling equipment in apron, and the skill and knowledge of the officer in the cargo terminal. Keywords: cargo terminal, service quality, probabilistic network. Pengukuran kualitas pelayanan di bandara dapat memberikan banyak masukan penting bagi manajemen bandara terutama dalam menentukan strategi pengelolaan bandara yang baik. Penelitian ini bertujuan untuk mengkaji hubungan kausal faktor-faktor yang diasumsikan dapat mempengaruhi proses pelayanan di terminal kargo. Model hubungan kausal dibangun berdasarkan persepsi kepuasan pengguna jasa terhadap kinerja fasilitas, kinerja Sumber Daya Manusia (SDM), dan kinerja pelayanan di terminal kargo bandara. Pengembangan model hubungan kausal menggunakan metode jaringan probabilistik. Hasil analisis pada kasus terminal kargo Bandara Juanda - Surabaya menunjukkan bahwa peningkatan kinerja fasilitas dan kinerja SDM dapat meningkatkan kinerja pelayanan di terminal kargo. Adapun faktor-faktor penting yang mempengaruhi peningkatan kinerja PELAYANAN adalah fasilitas penyimpanan barang, kelengkapan atau ketersediaan peralatan penanganan barang di apron, dan keterampilan kerja dan pengetahuan petugas terminal kargo. Kata kunci: terminal kargo, kualitas pelayanan, jaringan probabilistik.

scholarly journals IMPORTANCE PERFORMANCE ANALYSIS DALAM KASUS KEPUASAN KONSUMEN USAHA LAUNDRY

2019 ◽  
Vol 17 (34) ◽  
pp. 47
Author(s):  
Restu Khaliq
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Quality Attributes ◽  
Daily Routine ◽  
Business Services ◽  
Functional Quality ◽  
Routine Work ◽  
Show Business ◽  
Service Businesses ◽  
People Today

Importance Performance Analysis (IPA) is one method measuring the gap of service quality attributes according to the consumer's perspective. The application of this method is important in the field of business services such as laundry because some people today are often unable to do daily routine work such as washing dirty clothes. Using laundry services is one solution. This study aims to assess service quality attributes which are divided into two sub-variables (functional quality and technical quality) through Importance Performance Analysis (IPA) in XYZ laundry service businesses. The number of respondents in this study was 72 people. The research questionnaire was distributed to all XYZ laundry customers from July to September 2018. The results of this study indicate that XYZ luandry business is recommended to prioritize service on good delivery of consumer goods, cut down on waiting time for service work, improve employee appearance and try to show business to help.

scholarly journals IMPORTANCE PERFORMANCE ANALYSIS FOR MEASUREMENT OF HEALTH TOURISM SERVICES QUALITY

2016 ◽  
Vol 37 ◽  
pp. 123-144
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
High Performance ◽  
Service Providers ◽  
Health Centre ◽  
Quality Measurement ◽  
Health Tourism ◽  
Quality Dimensions ◽  
Tourism Service ◽  
Tourism Services

Increasing competition in tourism and hospitality sector and new types of tourism services, are forcing service providers to focus on customers, their preferences and satisfaction. Health tourism services belong to the group of people-processing services, with the highest level of perceived risks among customers.One of the well known models for tourism service quality measurement is Importance-Performance Analysis (IPA). The model includes service performances evaluation from customer point of views, but also evaluation of importance of specific attributes and quality dimensions. The main objective of this research is to evaluate the customer perception of health tourism service quality and their evaluation of importance of different attributes and dimensions of perceived service quality of health centre. Results of research show that most of service quality dimensions items are identified in Low Priority quadrant and Keep up the Good Work quadrant. Based on the research results health tourism institution in most cases provides high performance services in attributes and quality dimensions which customers’ perceived as the most important.

scholarly journals KUALITAS JASA DAN KEPUASAN MAHASISWA PERGURUAN TINGGI SWASTA DI MALANG

IQTISHODUNA ◽  
2011 ◽  
Vol 3 (2) ◽  
Author(s):  
Yayuk Sri Rahayu
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Universities ◽  
Quality Attributes ◽  
Quality Program ◽  
Analysis Instrument ◽  
Student Expectation

In globalization era, the company must have the ability to satisfy their customer to be the winner of business competitiosince customer satisfaction depends on product or service quality. The purpose of this research is to find student’s assessment about service quality that was given by private universities in Malang and what kind of service quality attributes which has  less performance based on student expectation. This research used purposive and accidental sampling and analysis instrument is Importance-Performance Analysis. The results show, first, level of received service quality is still under level of student expectation so they are unsatisfied  second, there are four attributes which has less performance than student expectation that are the accuration of lecturer assessment, the willingness of lecturer and staff to listen and receive suggestion from students, meeting lecturer easily, and lecturer and staff serve students well. Therefore, based on  this result, private universities in Malang have to make this four attributes as a major priority in continous improvement of quality program to win competition.

An Investigation of Mediating and Moderating Variables in Service Quality – Customer Loyalty Relationship

2013 ◽  
Vol 4 (3) ◽  
pp. 20-43 ◽  
Author(s):  
Medha Srivastava ◽  
Alok Kumar Rai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Relationships ◽  
Moderating Effects ◽  
Moderating Variables ◽  
Comprehensive Survey ◽  
Price Perceptions ◽  
Relationship Of ◽  
The Relationship

With the increasing focus on customer relationships and profound impact that customer’s evaluative judgements exercise on customer loyalty, it is important to uncover the directional as well as moderating influences on customer loyalty formation. A complete understanding of type and strength of the relationship and their influencers would contribute in developing a comprehensive model that may not just clearly define the form and structure of relationship for future researches but also help industries in building loyalty and rationalize marketing expenditure. The present study aims to delineate the concept and significance of customer loyalty and offers a conceptual framework involving service quality, customer satisfaction and customer loyalty. A comprehensive survey of literature explored that customer satisfaction provides a directional influence to the relationship of service quality and customer loyalty and a mediation model integrating the relationships among service quality, customer satisfaction and customer loyalty is proposed for investigation. Furthermore, moderating effects on the service quality and customer loyalty link have been examined and four moderating variables namely, customer knowledge and expertise, price perceptions, service convenience and switching costs have been extracted from the literature. These variables need to be investigated to assess their role and strength in moderating the relationship between the two constructs.

Sign in / Sign up

Export Citation Format

Share Document