1) The document analyzes the gap in hospital service performance using service quality analysis of patient data collected from a hospital in Surabaya, Indonesia.
2) Service quality analysis was used to measure patient expectations and perceptions of service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
3) The results found that expectations exceeded performance for the reliability dimension, while performance met or exceeded expectations for the tangibles and empathy dimensions. The largest positive service quality gap was for the empathy dimension.
Application of servqual model in customer service of mobile operatorsAlexander Decker
This document summarizes a study that applied the SERVQUAL model to measure customer perceptions of service quality in the mobile operator industry in Bangladesh. The SERVQUAL model identifies five key dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy. The study collected data through customer surveys measuring these five dimensions. It hypothesized and found significant gaps between customer expectations and perceptions for four of the dimensions. The study concludes mobile operators in Bangladesh are not meeting customer satisfaction and need to take steps to minimize these gaps.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
11.application of servqual model in customer service of mobile operatorsAlexander Decker
This document summarizes a study that applied the SERVQUAL model to evaluate customer service quality in the mobile operator industry in Bangladesh. The SERVQUAL model measures service quality as the gap between customer expectations and perceptions. The study collected data through surveys assessing customer perceptions on four SERVQUAL dimensions: tangibles, reliability, responsiveness, and empathy. Statistical tests found significant gaps between expectations and perceptions on all four dimensions, indicating that customer service is not meeting customer satisfaction in Bangladesh mobile operators. The study concludes with recommendations to minimize these gaps and improve customer satisfaction.
This document summarizes a research study that examined the relationship between relational dynamics (trust, personalization, communication, conflict handling, and empathy) and relationship quality in the banking industry of Malaysia and New Zealand. The study surveyed 150 bank customers in Kuala Lumpur, Malaysia and 208 bank customers in Dunedin, New Zealand. The results of multiple regression analysis showed that the five relational dynamics explained 84% and 76% of the variations in relationship quality in Malaysia and New Zealand, respectively. Communication, trust, and empathy were significantly related to relationship quality in both countries, while personalization had a significant impact in New Zealand but not Malaysia. Conflict handling was significantly associated with relationship quality in New Zealand and marginally associated
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharm...inventionjournals
Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document discusses the role of service quality in sustaining customer relationships and experiences. It evaluates critical dimensions of service quality, including customer-employee interaction, outcomes, and service environment. It also examines the linkages between customer relationships, consumer experiences, and service quality. Various theories are applied to understand how service quality impacts relationships and experiences, including SERVQUAL and the gap model. The document argues that focusing on service quality, relationships, and experiences can help businesses leverage social media marketing to create greater customer value in today's marketing environment.
Application of servqual model in customer service of mobile operatorsAlexander Decker
This document summarizes a study that applied the SERVQUAL model to measure customer perceptions of service quality in the mobile operator industry in Bangladesh. The SERVQUAL model identifies five key dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy. The study collected data through customer surveys measuring these five dimensions. It hypothesized and found significant gaps between customer expectations and perceptions for four of the dimensions. The study concludes mobile operators in Bangladesh are not meeting customer satisfaction and need to take steps to minimize these gaps.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
11.application of servqual model in customer service of mobile operatorsAlexander Decker
This document summarizes a study that applied the SERVQUAL model to evaluate customer service quality in the mobile operator industry in Bangladesh. The SERVQUAL model measures service quality as the gap between customer expectations and perceptions. The study collected data through surveys assessing customer perceptions on four SERVQUAL dimensions: tangibles, reliability, responsiveness, and empathy. Statistical tests found significant gaps between expectations and perceptions on all four dimensions, indicating that customer service is not meeting customer satisfaction in Bangladesh mobile operators. The study concludes with recommendations to minimize these gaps and improve customer satisfaction.
This document summarizes a research study that examined the relationship between relational dynamics (trust, personalization, communication, conflict handling, and empathy) and relationship quality in the banking industry of Malaysia and New Zealand. The study surveyed 150 bank customers in Kuala Lumpur, Malaysia and 208 bank customers in Dunedin, New Zealand. The results of multiple regression analysis showed that the five relational dynamics explained 84% and 76% of the variations in relationship quality in Malaysia and New Zealand, respectively. Communication, trust, and empathy were significantly related to relationship quality in both countries, while personalization had a significant impact in New Zealand but not Malaysia. Conflict handling was significantly associated with relationship quality in New Zealand and marginally associated
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharm...inventionjournals
Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
This document summarizes a research paper that examined predictors of customer loyalty to mobile service providers in South Africa. The research paper investigated the relationships between mobile service quality, customer satisfaction, customer trust, customer intimacy, and customer loyalty using a survey of 151 mobile customers. The results found that mobile service quality positively influences customer satisfaction, and customer satisfaction positively influences customer trust and intimacy. Additionally, customer trust and intimacy were found to positively influence customer loyalty. The research discusses implications for both academics and mobile service provider managers, and suggests areas for future research.
This document discusses the role of service quality in sustaining customer relationships and experiences. It evaluates critical dimensions of service quality, including customer-employee interaction, outcomes, and service environment. It also examines the linkages between customer relationships, consumer experiences, and service quality. Various theories are applied to understand how service quality impacts relationships and experiences, including SERVQUAL and the gap model. The document argues that focusing on service quality, relationships, and experiences can help businesses leverage social media marketing to create greater customer value in today's marketing environment.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Service gaps in baking sector and comparison of local and foreign banksAyush Parekh
The document discusses service quality in the Indian banking sector. It begins by outlining the important role banks play in the Indian economy and then discusses some of the challenges facing the banking industry, including providing quality service and satisfying customers. The document examines how service quality is measured in banking and the importance of electronic banking for improving quality of service. It also explores the relationship between service quality and customer satisfaction. The study aims to identify service gaps and compare service quality between local and foreign banks in India through surveys of customers.
There are three key terms in marketing:
(I) Consumer - anyone who can consume goods/services
(II) Buyer - humans who purchase goods/services
(III) Customer - a buyer who repeatedly purchases from one seller
A consumer's behavior is influenced by cultural, social, personal, and psychological factors. Their purchase decision process involves identifying needs, searching for information, evaluating alternatives, purchasing, and post-purchase evaluation.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
This document discusses service quality models proposed by Dabholkar. It begins by defining service quality in healthcare as the degree to which healthcare services meet patient needs and expectations. It then discusses how customer perceptions of service quality are formed based on whether the service received meets or falls below expectations.
The document outlines four key characteristics of service: intangibility, variability, inseparability, and perishability. It then lists 18 models of service quality proposed in previous research. A key model discussed is Dabholkar's 1996 Attribute and Overall Affect Model, which proposes that expectations of service quality influence intentions to use technology-based self-service options. The attribute model is based on cognitive evaluation of service attributes while the overall
This document summarizes two service quality models proposed by Dabholkar: 1) The 1996 attribute and overall affect model which examines how consumers evaluate service quality for technology-based self-service options using attribute-based and affective approaches. 2) The 2000 antecedents and mediator model which provides a more comprehensive examination of service quality that includes antecedents, consequences, and mediators to better understand its conceptual issues. This later model found customer satisfaction to be a better predictor of behavioral intentions than service quality alone.
1) The document discusses customers' perceptions of service quality at Life Insurance Corporation of India (LIC).
2) It summarizes a study that refined the five dimensions of service quality from previous literature to a seven-factor model for measuring customers' perceptions of service quality at LIC.
3) The seven factors are: Proficiency; Media and presentations; Physical and ethical excellence; Service delivery process and purpose; Security and dynamic operations; Credibility; and Functionality. The study found that three of these factors - Proficiency, Physical and ethical excellence, and Functionality - had a significant impact on customers' overall evaluation of LIC's service quality.
1. The document discusses various models and dimensions of service quality. It describes Dabholkar's attribute and overall affect model of service quality for technology-based self-service options, comparing it to his later antecedents and mediator model.
2. It also outlines five dimensions of service quality in Dabholkar's model: physical aspects, reliability, personal interaction, problem solving, and policy. An example is given applying these dimensions to assess service quality at a hospital.
3. Measurement tools for service quality are discussed, including SERVQUAL which measures quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
This document summarizes a study that used the SERVQUAL model to measure service quality at brokerage offices in Iran. The study applied SERVQUAL's framework of measuring gaps between customer expectations and perceptions across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Questionnaires were used to collect data on investors' expectations and perceptions of brokerage services. The results showed significant differences between investors' expectations and perceptions of service quality across all dimensions. Using SERVQUAL's gap analysis, brokerage managers can identify problems and strengthen areas of service delivery to better meet investors' expectations. This study was the first application of SERVQUAL in brokerage offices in Iran and aimed to improve service quality.
1. The study analyzed physicochemical parameters of water and soil samples collected near a fertilizer industry in Pulgaon, Wardha district, Maharashtra, India to examine the effect of effluent discharge on soil and groundwater quality.
2. Water sample results showed pH, TDS, hardness, alkalinity, and chloride levels exceeded permissible limits. Soil sample results found specific gravity, bulk density, nitrogen, phosphorus, and potassium levels above permissible limits in all samples.
3. The high levels of nutrients and other parameters in both water and soil samples indicate contamination from fertilizer industry effluent, rendering the soil unsuitable for agriculture and the water undrinkable. Continued discharge poses health
The document proposes a new method for efficient high resolution image reconstruction based on compressed sensing and the Modified Frame Reconstruction Iterative Thresholding Algorithm (MFR ITA). The method involves three phases: 1) input images are processed using multilook processing and discrete wavelet transform to minimize noise, 2) measurements are obtained from sparse coefficients using a proposed fusion method, and 3) a fast compressed sensing method based on MFR ITA is used to reconstruct the high resolution image using total variation. Simulation results show the proposed method achieves better PSNR and SSIM values compared to other traditional methods, and validates its effectiveness in reconstructing images in the presence of noise.
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
This document summarizes a research paper on the relationship between service quality and customer satisfaction in the Sri Lankan hotel industry. It provides background on Sri Lanka's tourism industry and importance of service quality for hotels. The paper aims to examine the relationship between service quality and customer satisfaction in hotels, and identify major elements of each. A literature review covers definitions of service quality and its dimensions of tangibility, reliability, responsiveness, assurance and empathy. The methodology used quantitative methods including questionnaires and statistical analysis to understand the relationship between service quality and customer satisfaction.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Service gaps in baking sector and comparison of local and foreign banksAyush Parekh
The document discusses service quality in the Indian banking sector. It begins by outlining the important role banks play in the Indian economy and then discusses some of the challenges facing the banking industry, including providing quality service and satisfying customers. The document examines how service quality is measured in banking and the importance of electronic banking for improving quality of service. It also explores the relationship between service quality and customer satisfaction. The study aims to identify service gaps and compare service quality between local and foreign banks in India through surveys of customers.
There are three key terms in marketing:
(I) Consumer - anyone who can consume goods/services
(II) Buyer - humans who purchase goods/services
(III) Customer - a buyer who repeatedly purchases from one seller
A consumer's behavior is influenced by cultural, social, personal, and psychological factors. Their purchase decision process involves identifying needs, searching for information, evaluating alternatives, purchasing, and post-purchase evaluation.
Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in An...ijtsrd
Hotel management scholars consider service quality a precedent to guest satisfaction, but the reasons why guests revisit a hotel and how to deliver a high quality service from hotels in Anambra State have remained unanswered. This study investigated service quality dimensions of reliability, assurance, tangibility, empathy and responsiveness, and related them to guest satisfaction in the selected hotels in Awka, Onitsha and Nnewi, representing the three senatorial zones in Anambra State, using the proportionate stratified random sampling STRS technique. A sample size of 138 respondents was derived using Topman formula out of which 123 copies were correctly filled, returned and used in the analysis. Data was analyzed using descriptive statistics and Pearson Product Moment Correlation. The findings revealed that Responsiveness has the highest level of coefficient of which is r = 0.999 followed by Assurance r = 0.995 and Tangibility r = 0.987, Reliability r = 0.956 and Empathy r = 0.956 , with degree of freedom 0.05. Based on the findings, it was concluded that there is a strong positive relationship in all the five dimensions of service quality Reliability, Assurance, Tangibility, Empathy and Responsiveness in the hotel industry. It was therefore recommended that hotel operators should give priority attention to Responsiveness dimension of their Service Quality by providing prompt services to guests at all times Staff should be willing to help their customers when needed. They should also focus on the special needs of customers, having the best interests of their customers at heart, and quickly apologizing to their guests when they make mistakes. They should also give attention to their Physical facilities, acquire modern equipment, and hotel staff should always look tidy and clean. Hotels must also prevent, detect and eliminate service quality gaps as early as possible in any service operation. The employees should be trained on how to interact with their customers and customers’ benefit packages should be tailored towards the dimensions of service quality – Reliability, Assurance, Tangibles, Empathy and Responsiveness. Uju Mary Onubogu | Promise Chika Oparah "Influence of Service Quality on Guests’ Satisfaction in Selected Hotels in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46327.pdf Paper URL: https://www.ijtsrd.com/management/marketing/46327/influence-of-service-quality-on-guests’-satisfaction-in-selected-hotels-in-anambra-state/uju-mary-onubogu
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
The project describes the analysis of gap in the expected and delivered level of service in the college mess. It includes data collection from students and analysing the data by using SPSS tool.
Examining the Differences in Service Quality Dimensions and their Consequence...iosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This document discusses a study examining how customer engagement behaviors are influenced by service convenience, fairness, and quality. The study classified customer engagement behaviors into behaviors directed at the firm/employees and other customers. It hypothesized that perceived service convenience, fairness, and quality would positively impact word-of-mouth referrals, customer help for the company, and customer help for other customers. The results found service convenience and fairness significantly positively influenced all three behaviors, while service quality only positively impacted word-of-mouth.
This document discusses service quality models proposed by Dabholkar. It begins by defining service quality in healthcare as the degree to which healthcare services meet patient needs and expectations. It then discusses how customer perceptions of service quality are formed based on whether the service received meets or falls below expectations.
The document outlines four key characteristics of service: intangibility, variability, inseparability, and perishability. It then lists 18 models of service quality proposed in previous research. A key model discussed is Dabholkar's 1996 Attribute and Overall Affect Model, which proposes that expectations of service quality influence intentions to use technology-based self-service options. The attribute model is based on cognitive evaluation of service attributes while the overall
This document summarizes two service quality models proposed by Dabholkar: 1) The 1996 attribute and overall affect model which examines how consumers evaluate service quality for technology-based self-service options using attribute-based and affective approaches. 2) The 2000 antecedents and mediator model which provides a more comprehensive examination of service quality that includes antecedents, consequences, and mediators to better understand its conceptual issues. This later model found customer satisfaction to be a better predictor of behavioral intentions than service quality alone.
1) The document discusses customers' perceptions of service quality at Life Insurance Corporation of India (LIC).
2) It summarizes a study that refined the five dimensions of service quality from previous literature to a seven-factor model for measuring customers' perceptions of service quality at LIC.
3) The seven factors are: Proficiency; Media and presentations; Physical and ethical excellence; Service delivery process and purpose; Security and dynamic operations; Credibility; and Functionality. The study found that three of these factors - Proficiency, Physical and ethical excellence, and Functionality - had a significant impact on customers' overall evaluation of LIC's service quality.
1. The document discusses various models and dimensions of service quality. It describes Dabholkar's attribute and overall affect model of service quality for technology-based self-service options, comparing it to his later antecedents and mediator model.
2. It also outlines five dimensions of service quality in Dabholkar's model: physical aspects, reliability, personal interaction, problem solving, and policy. An example is given applying these dimensions to assess service quality at a hospital.
3. Measurement tools for service quality are discussed, including SERVQUAL which measures quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
This document summarizes a study that used the SERVQUAL model to measure service quality at brokerage offices in Iran. The study applied SERVQUAL's framework of measuring gaps between customer expectations and perceptions across five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Questionnaires were used to collect data on investors' expectations and perceptions of brokerage services. The results showed significant differences between investors' expectations and perceptions of service quality across all dimensions. Using SERVQUAL's gap analysis, brokerage managers can identify problems and strengthen areas of service delivery to better meet investors' expectations. This study was the first application of SERVQUAL in brokerage offices in Iran and aimed to improve service quality.
1. The study analyzed physicochemical parameters of water and soil samples collected near a fertilizer industry in Pulgaon, Wardha district, Maharashtra, India to examine the effect of effluent discharge on soil and groundwater quality.
2. Water sample results showed pH, TDS, hardness, alkalinity, and chloride levels exceeded permissible limits. Soil sample results found specific gravity, bulk density, nitrogen, phosphorus, and potassium levels above permissible limits in all samples.
3. The high levels of nutrients and other parameters in both water and soil samples indicate contamination from fertilizer industry effluent, rendering the soil unsuitable for agriculture and the water undrinkable. Continued discharge poses health
The document proposes a new method for efficient high resolution image reconstruction based on compressed sensing and the Modified Frame Reconstruction Iterative Thresholding Algorithm (MFR ITA). The method involves three phases: 1) input images are processed using multilook processing and discrete wavelet transform to minimize noise, 2) measurements are obtained from sparse coefficients using a proposed fusion method, and 3) a fast compressed sensing method based on MFR ITA is used to reconstruct the high resolution image using total variation. Simulation results show the proposed method achieves better PSNR and SSIM values compared to other traditional methods, and validates its effectiveness in reconstructing images in the presence of noise.
This document presents the conceptual design of a new "Lotos" motorcar. The design was inspired by the shape of lotus flower petals and aims to emulate their graceful yet powerful form. The conceptual design process began with sketches of potential shapes and symbols. A 3D computer model was then developed using polygonal extrusion in 3ds Max software. Various design elements were smoothed and given materials. Renderings were produced using V-Ray to visualize the final shaded conceptual model. The goal of the conceptual design was to create a high-performance sports car with the elegance and vigor suggested by its namesake, the lotus flower.
This document describes a software design approach for developing secure data management applications using model-driven development. It involves modeling an application's conceptual model, security model, and graphical user interface model. A model transformation lifts security policies from the security model to the GUI model. The models are validated for correctness before code generation. The approach was implemented in a tool called Sculpture, which was used to develop three secure web applications: a volunteer management app, electronic health record app, and meal service management app. The approach aims to improve on previous work by providing more expressive modeling languages, validation of models, and automated generation of secure multi-tier applications.
1) The document analyzes the effect of lightning strikes and thunder on television signal transmission in Nigeria.
2) Data collected from the Nigerian Television Authority in 2013-2014 showed that heavy lightning at the beginning and end of the rainy season caused image fading, breaking of images, and sometimes caused transmitters to go offline.
3) Lightning strikes damaged transmitters by affecting parts like exciters, power units, and modulators. This kept stations offline for weeks for repairs.
4) The author concludes that Nigeria's communication commission should ensure television stations are digitalized and have powerful lightning arresters installed to reduce the effects of lightning on transmissions.
1) The document describes an experimental study to determine the dynamic characteristics of a vibration-driven robot.
2) The robot consists of a shaker connected via springs to a chassis, which is propelled by resonance vibrations from the shaker's rotating masses. Accelerometers were mounted on the shaker and chassis to record vibrations.
3) A series of experiments were conducted with the chassis fixed to measure the free damped oscillations of the shaker. The natural frequency, spring constant, damping coefficient and other parameters were calculated from the acceleration data using equations of motion and logarithmic decrement.
In Vitro Seed Germination Studies and Flowering in Micropropagated Plantlets ...IOSR Journals
This document summarizes a study on the in vitro seed germination and flowering of micropropagated plantlets of Dendrobium ovatum Lindl. Various basal media including MS, B5, KC, and VW were tested with different concentrations of auxins and cytokinins. VW medium supplemented with 0.5 mg/L BAP and 5 mg/L NAA was found most suitable, promoting 95% plantlet formation. VW medium with 0.5 mg/L BAP and 2 mg/L IAA induced rooting and supported in vitro flowering, with plantlets producing 10-12 flowers after 90 days. Hardened plantlets were successfully transferred to the greenhouse.
Practical Investigation of the Environmental Hazards of Idle Time and Speed o...IOSR Journals
This document presents the results of a study that investigated the environmental hazards of idle time and speed of a compression ignition engine fueled with Iraqi diesel fuel. The study measured emissions of CO, HC, CO2, NOx, particulate matter, and noise from the engine at various idle speeds (900, 1000, 1200, 1500 rpm) over a 20 minute period. The results showed that increasing idle time and decreasing idle speed generally increased emissions and noise, while increasing idle speed improved combustion and reduced most emissions and noise. Specifically, higher idle times and lower speeds increased CO, HC, NOx, PM and noise but decreased CO2, while higher speeds increased CO2 and NOx but decreased other emissions and noise. The aim was
This document discusses issues and challenges in distributed sensor networks. It begins with an introduction to distributed sensor networks and their applications. It then discusses several design challenges for sensor networks, including limited resources, scalability, frequent topology changes, and energy efficiency. It also discusses specific challenges like data aggregation, time synchronization, localization, node deployment, network dynamics, and fault tolerance. Finally, it discusses security issues and challenges in distributed sensor networks, including requirements like availability, authentication, confidentiality, integrity, and data freshness. It also discusses types of security attacks on sensor networks.
This document discusses developing an inventory model for India's public distribution system (PDS) using binary particle swarm optimization (BPSO) to minimize costs. The PDS involves procuring rice from mills and distributing it through multiple levels - from central warehouses run by the Food Corporation of India (FCI) to district warehouses (MLSPs) and then to local fair price shops (FPSs). The current system has high costs for procurement, inventory, reordering and transportation. The proposed model uses BPSO to optimize procurement quantities at each level and estimate costs, with the aim of reducing total variable costs by around 2 crore rupees compared to the existing system.
This document provides a comparative analysis of various grid-based scheduling algorithms. It discusses six different algorithms: Min-Min, Sufferage, Heterogeneous Earliest Finish Time (HEFT), Critical Path-On-a-Processor (CPOP), Reliability Aware Scheduling Algorithm with Duplication of HDC System (RASD), and Hierarchical Job Scheduling for Clusters of Workstations (HJS). It compares the algorithms based on parameters like response time, resource utilization, load balancing, and considers factors like architecture, environment, and dynamicity. The document concludes that grid scheduling is important for optimizing resource allocation in distributed, heterogeneous environments.
This document summarizes a simulation of four quadrant operation of a sensorless brushless DC motor. It begins with an introduction to brushless DC motors and their operation. It then discusses sensorless control methods, specifically zero crossing detection. The paper presents the mathematical model and Simulink model for simulating four quadrant motor operation including regenerative braking. During regenerative braking, kinetic energy is converted and stored in a battery rather than wasted as heat. The simulation demonstrates control of the motor across four quadrants without position sensors.
This document summarizes a research paper on modeling driver behavior using smartphone sensors. It describes using sensors like accelerometers, GPS, and heart rate monitors on a smartphone to detect aggressive or reckless driving behavior in real-time. If dangerous behavior is identified, the system would send alerts by GSM to emergency contacts, caregivers, or medical providers. The goal is to increase road safety by monitoring drivers' behavior and alerting them or others to risk.
This document summarizes research on cobalt selenide thin films grown using the chemical bath deposition method and the effects of post-deposition annealing. Cobalt selenide films were deposited at varying thicknesses and then annealed at temperatures from 100 to 250°C. The films were characterized using SEM, EDAX, and XRD. SEM images showed annealing increased grain size and densified the films. XRD analysis confirmed the hexagonal crystal structure and showed annealing increased average crystallite size to 30.61 nm. Film thickness initially increased with concentration up to 0.25M then decreased, and increased with annealing temperatures up to 200°C due to increased grain size. Overall, annealing was shown to improve the structural and
This document summarizes a research paper on using time-domain signal cross-correlation for spectrum sensing in cognitive radio systems applied to vehicular ad-hoc networks (VANETs). It aims to address spectrum scarcity issues in VANETs by allowing vehicles to opportunistically access TV white space spectrum when licensed spectrum is unavailable. The time-domain symbol cross-correlation technique is analyzed for spectrum sensing performance over Rayleigh fading channels. Analytical expressions for average miss detection probability are derived and simulation results show the probability of miss detection decreases with increasing SNR and number of secondary users. The time-domain symbol cross-correlation method provides good spectrum sensing performance at low SNRs for cognitive radio in VANETs.
Interfacing of Java 3D objects for Virtual Physics Lab (VPLab) Setup for enco...IOSR Journals
This document discusses the development of a 3D collaborative virtual learning environment (CVLE) for physics education using Project Wonderland tools. It aims to allow students and educators to work together in an immersive virtual world to study remote physics experiments. The CVLE will integrate the "Force on a Dipole" experiment from the Virtual Physics Lab (VPLab) project, which combines a interactive lab interface and 3D simulation. The document outlines the technical implementation, including using Wonderland's cell architecture to create a new "Force on a Dipole Cell", integrating the experimental 3D model, and connecting to the real experiment remotely via Virtual Network Computing. Starting the virtual simulation in the world is also described. The goal is for
This document investigates the effect of electric arc welding parameters on welding quality. Specifically, it examines welding voltage, current, and speed as input parameters, and measures hardness and depth of penetration as output parameters. Using Taguchi's L9 orthogonal array experimental design, the researchers conducted welding tests on 1030 steel. Analysis of variance revealed that variations in input parameters affect penetration and hardness. Voltage and current were found to contribute most to hardness, while speed contributed most to penetration depth. Optimum parameters for hardness were determined to be 40 volts, 175 amps, 500 mm/min, and for penetration were 30 volts, 155 amps, 450 mm/min. The study concluded welding parameters significantly impact quality outputs.
This document discusses various design aspects of wind turbine blades and failures that can occur due to icing. It begins with an introduction to wind turbines and the dominance of horizontal axis designs. It then covers aerodynamic design principles for blades, including lift forces, drag forces, and the importance of high lift-to-drag ratios. The document reviews key design loads on blades from aerodynamic forces, gravity, centrifugation, gyroscopic effects, and operational conditions. It highlights icing as a cause of blade failures and describes methods used to analyze blade loads and stresses.
This document proposes an energy efficient three-level model for query optimization in wireless sensor networks (WSNs). At the three levels are: base station, cluster heads, and sensor nodes. The base station maintains metadata about cluster heads and sensor nodes. When a query is received, it first checks if the result is cached. If not, it checks the status of cluster heads and selects a new cluster head if needed. The query is then disseminated to cluster heads using a modified Bellman-Ford algorithm. Cluster heads aggregate data from relevant sensor nodes and send the result to the base station. This model aims to minimize communication costs during query processing in WSNs.
Running head: SERVICE QUALITY IMPROVEMENT 1
SERVICE QUALITY IMPROVEMENT 7
Research Project – Week Two
Chris Davey
BUS 642
Instructor Kurt Diesch
July 6, 2015
Abstract
Service quality improvement has been a critical issue to most business settings, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services and undermining the best methods to offer their customers with quality services. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Customers view value as the as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services which are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor (Loshin, 2011).
This research will help to identify and quantify the relationship between service quality and profits. The profit resulting from improved quality can be determined if the expenditure on the service quality can be ascertained. Quality would need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them to provide the best quality of service (Hernon, 2011). In short, the research paper will examine the service quality –profit link with different measures of service quality being examined by the customers for feedback. The information will be used to determine the best measure for quality and what the profit driver is.
Introduction
Service quality is defined as the difference between customer competence and expectation compared with other dimensions used to measure quality. There are several measures that can be used to evaluate the quality of service by the customer. These are service accessibility, courtesy, reliability, security, competence, credibility, tangibles, responsiveness, communication and understanding of the customer needs. Zeithaml, Parasuraman, and Berry proposed a service quality scale (SERVQUAL), a generic instrument that has 5 areas of service that have a high correlation. Tangibles, responsiveness, empathy, reliability and assurance have been used (Zeithaml & Bitner, 2003)
The model has been used widely to measure customer satisfaction and customer prefe.
The document provides an overview of the Indian cement industry. It discusses the history and growth of the industry from its beginnings in 1904 with a capacity of 30 tons per day up to the present where India is the 5th largest cement producer globally. While production and capacity have increased significantly, consumption in India remains one of the lowest in the world, pointing to significant growth potential. Key factors driving future demand are expected to be infrastructure development projects and increasing per capita income and consumption. The industry has progressed through various phases of government control and deregulation.
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
Test and prove the relationship of service quality, patient satisfaction, trust, and loyalty directly and through mediation. Population 6088 patients who had received inpatient service at public hospital Batu, East Java, Indonesia. Questionnaire was given to 100 respondents. The data were processed with SPSS 21 and SmartPLS 3.0. Hypothesis testing with Structural Equation Modeling-Partial Least Square (SEM-PLS) model showed a significant and insignificant relationship between the variables. Service quality is not significant to loyalty, but there are moderating variables that is trust. Trust strengthens the influence of service quality on loyalty.
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
This document summarizes a study examining the relationships between employee satisfaction, service quality, customer satisfaction, and customer intention to repurchase in the context of department stores in Malang, Indonesia. The study aims to determine if service quality and customer satisfaction mediate the effect of employee satisfaction on customer repurchase intentions. It reviews relevant literature on consumer behavior, satisfaction, service quality, job satisfaction, and emotional contagion. The study developed hypotheses that employee satisfaction will positively affect repurchase intentions through its effects on service quality and customer satisfaction. The methodology involved surveying employees and customers at Matahari Department Store outlets.
This document summarizes a research study that analyzed the influence of brand image, service quality, and trust on customer satisfaction and loyalty for PT PrismaHarapan, an Indonesian advertising company. The study surveyed 121 customers and used structural equation modeling to analyze the data. The results showed that brand image, service quality, and trust all had a significant positive effect on customer satisfaction and loyalty. Specifically, higher levels of brand image, service quality, and trust led to greater customer satisfaction, which then led to greater customer loyalty. The conclusion was that customer satisfaction acts as a mediating variable between these three factors and customer loyalty.
This study aims to determine the level of customer satisfaction of Samurai Talabahan, a seafood restaurant in Iloilo City, Philippines. The study will examine customer satisfaction in terms of the restaurant's product, service, price, and place. Customer satisfaction will be measured based on expectations and perceptions of performance. The study aims to understand customer satisfaction when customers are grouped by age, income, gender, education, and residence. The results could help the restaurant's management identify areas for improvement and formulate marketing strategies to attract more customers.
This study examines four variables, namely emotional branding, service quality, customer
satisfaction and loyalty. The purpose of this study is to analyze and explain the effect of emotional branding and
service quality on loyalty with customer satisfaction as a service strategy in hospitals. The research respondents
were all patients who were
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
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The document discusses a study on customer satisfaction with the quality of services provided by Bank Muamalat in Indonesia. It analyzes customer expectations, the importance of quality aspects to customers, and Bank Muamalat's performance on quality dimensions. The study found that customer expectations and the importance of quality received high scores, meaning expectations and quality were very appropriate. Bank Muamalat's performance on quality of service also received a high score, categorized as very good. The study aimed to evaluate customer satisfaction with Bank Muamalat's service quality.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This document discusses customer satisfaction in the context of a public sector bank in Karachi, Pakistan. It provides definitions of customer satisfaction and examines its key components. The author aims to measure customer satisfaction levels at a large public sector bank and identify the effects of various factors like employees, service quality, processes, environment, and location on satisfaction. The research methodology involves measuring the dependent variable of customer satisfaction and examining how it is predicted by independent variables like employees, service quality, and other bank factors.
The Role of Customer Listening Ability and Perceived Justice in Service Recov...IOSR Journals
Service recovery is very crucial in maintaining long-term relationship with customers. In this regard, most scholars argue that customer listening ability and perceived justice are very important in service recovery. This is because they can lead to customer trust, satisfaction and other behavioral intentions. However, not much research has been conducted to investigate the effect of customer listening ability and perceived interactional justice. This is simultaneously so on relationship quality and customer loyalty under service recovery condition. This article attempts to fill this gap by proposing customer listening ability and perceived interactional justice as predictors of relationship quality, while loyalty as outcome of relationship quality
This study examined factors affecting customer loyalty in the banking sector of Punjab, Pakistan. A survey was conducted of 232 customers of public and private banks. The findings showed that customer satisfaction, brand trust, perceived price, and service quality were all positively correlated with customer loyalty. Regression analysis further revealed that these four factors significantly influence customer loyalty, with customer satisfaction having the strongest impact. The results indicate that banks can improve customer loyalty by enhancing customer satisfaction, brand trust, perceived price and service quality.
Effect of Satisfaction on Customer Loyalty in Bimbel Tiki Taka Bekasi IndonesiaIJAEMSJORNAL
This study aims to determine whether there is influence on customer loyalty limb bimbelTiki Taka Harapan Indah Bekasi and how much influence on loyalty customers.The research was conducted at the Tiki Taka Harapan Indah Bekasi. The method used is the library reseach and field reseach data collection using questionnaires with a population of 45 people from the total number of parents enrolled students, obtained a sample of 31 people. The result of linear regression test is a = 20,55, b = 0,57, y = 20,55 + 0,57x. The result of correlation coefficient is r = 0.57. The percentage of influence satisfaction on customer loyalty amounted to 32.49% while the rest of 67.51% influenced by other factors not involved in this study.Test t count 3.74 and t table for n = 31 with degrees of freedom (dk) is n-2 = 29 with error rate 5% (0.05) is 2.045. From the above value is known that t arithmetic 3.74> of t table 2.045 then Ha accepted and Ho rejected. It means that based on data research results then there is Influence between satisfaction with customer loyalty at BimbelTiki Taka Harapan Indah Bekasi.
This document provides an overview of the literature review chapter of a thesis on improving customer service at a bank branch in Vietnam. The chapter defines key concepts related to customer service, including definitions of customer service, customer service quality, customer satisfaction, and customer loyalty. It also discusses factors that can affect customer service in banks, including external factors like the economic, social, and technological environment, as well as internal factors such as a bank's service development strategy, staff skills and education, facilities and reputation, and banking technology. The chapter aims to provide context and background information on concepts and factors relevant to assessing and improving customer service quality at the bank branch.
This document provides a technical review of secure banking using RSA and AES encryption methodologies. It discusses how RSA and AES are commonly used encryption standards for secure data transmission between ATMs and bank servers. The document first provides background on ATM security measures and risks of attacks. It then reviews related work analyzing encryption techniques. The document proposes using a one-time password in addition to a PIN for ATM authentication. It concludes that implementing encryption standards like RSA and AES can make transactions more secure and build trust in online banking.
This document analyzes the performance of various modulation schemes for achieving energy efficient communication over fading channels in wireless sensor networks. It finds that for long transmission distances, low-order modulations like BPSK are optimal due to their lower SNR requirements. However, as transmission distance decreases, higher-order modulations like 16-QAM and 64-QAM become more optimal since they can transmit more bits per symbol, outweighing their higher SNR needs. Simulations show lifetime extensions up to 550% are possible in short-range networks by using higher-order modulations instead of just BPSK. The optimal modulation depends on transmission distance and balancing the energy used by electronic components versus power amplifiers.
This document provides a review of mobility management techniques in vehicular ad hoc networks (VANETs). It discusses three modes of communication in VANETs: vehicle-to-infrastructure (V2I), vehicle-to-vehicle (V2V), and hybrid vehicle (HV) communication. For each communication mode, different mobility management schemes are required due to their unique characteristics. The document also discusses mobility management challenges in VANETs and outlines some open research issues in improving mobility management for seamless communication in these dynamic networks.
This document provides a review of different techniques for segmenting brain MRI images to detect tumors. It compares the K-means and Fuzzy C-means clustering algorithms. K-means is an exclusive clustering algorithm that groups data points into distinct clusters, while Fuzzy C-means is an overlapping clustering algorithm that allows data points to belong to multiple clusters. The document finds that Fuzzy C-means requires more time for brain tumor detection compared to other methods like hierarchical clustering or K-means. It also reviews related work applying these clustering algorithms to segment brain MRI images.
1) The document simulates and compares the performance of AODV and DSDV routing protocols in a mobile ad hoc network under three conditions: when users are fixed, when users move towards the base station, and when users move away from the base station.
2) The results show that both protocols have higher packet delivery and lower packet loss when users are either fixed or moving towards the base station, since signal strength is better in those scenarios. Performance degrades when users move away from the base station due to weaker signals.
3) AODV generally has better performance than DSDV, with higher throughput and packet delivery rates observed across the different user mobility conditions.
This document describes the design and implementation of 4-bit QPSK and 256-bit QAM modulation techniques using MATLAB. It compares the two techniques based on SNR, BER, and efficiency. The key steps of implementing each technique in MATLAB are outlined, including generating random bits, modulation, adding noise, and measuring BER. Simulation results show scatter plots and eye diagrams of the modulated signals. A table compares the results, showing that 256-bit QAM provides better performance than 4-bit QPSK. The document concludes that QAM modulation is more effective for digital transmission systems.
The document proposes a hybrid technique using Anisotropic Scale Invariant Feature Transform (A-SIFT) and Robust Ensemble Support Vector Machine (RESVM) to accurately identify faces in images. A-SIFT improves upon traditional SIFT by applying anisotropic scaling to extract richer directional keypoints. Keypoints are processed with RESVM and hypothesis testing to increase accuracy above 95% by repeatedly reprocessing images until the threshold is met. The technique was tested on similar and different facial images and achieved better results than SIFT in retrieval time and reduced keypoints.
This document studies the effects of dielectric superstrate thickness on microstrip patch antenna parameters. Three types of probes-fed patch antennas (rectangular, circular, and square) were designed to operate at 2.4 GHz using Arlondiclad 880 substrate. The antennas were tested with and without an Arlondiclad 880 superstrate of varying thicknesses. It was found that adding a superstrate slightly degraded performance by lowering the resonant frequency and increasing return loss and VSWR, while decreasing bandwidth and gain. Specifically, increasing the superstrate thickness or dielectric constant resulted in greater changes to the antenna parameters.
This document describes a wireless environment monitoring system that utilizes soil energy as a sustainable power source for wireless sensors. The system uses a microbial fuel cell to generate electricity from the microbial activity in soil. Two microbial fuel cells were created using different soil types and various additives to produce different current and voltage outputs. An electronic circuit was designed on a printed circuit board with components like a microcontroller and ZigBee transceiver. Sensors for temperature and humidity were connected to the circuit to monitor the environment wirelessly. The system provides a low-cost way to power remote sensors without needing battery replacement and avoids the high costs of wiring a power source.
1) The document proposes a model for a frequency tunable inverted-F antenna that uses ferrite material.
2) The resonant frequency of the antenna can be significantly shifted from 2.41GHz to 3.15GHz, a 31% shift, by increasing the static magnetic field placed on the ferrite material.
3) Altering the permeability of the ferrite allows tuning of the antenna's resonant frequency without changing the physical dimensions, providing flexibility to operate over a wide frequency range.
This document summarizes a research paper that presents a speech enhancement method using stationary wavelet transform. The method first classifies speech into voiced, unvoiced, and silence regions based on short-time energy. It then applies different thresholding techniques to the wavelet coefficients of each region - modified hard thresholding for voiced speech, semi-soft thresholding for unvoiced speech, and setting coefficients to zero for silence. Experimental results using speech from the TIMIT database corrupted with white Gaussian noise at various SNR levels show improved performance over other popular denoising methods.
This document reviews the design of an energy-optimized wireless sensor node that encrypts data for transmission. It discusses how sensing schemes that group nodes into clusters and transmit aggregated data can reduce energy consumption compared to individual node transmissions. The proposed node design calculates the minimum transmission power needed based on received signal strength and uses a periodic sleep/wake cycle to optimize energy when not sensing or transmitting. It aims to encrypt data at both the node and network level to further optimize energy usage for wireless communication.
This document discusses group consumption modes. It analyzes factors that impact group consumption, including external environmental factors like technological developments enabling new forms of online and offline interactions, as well as internal motivational factors at both the group and individual level. The document then proposes that group consumption modes can be divided into four types based on two dimensions: vertical (group relationship intensity) and horizontal (consumption action period). These four types are instrument-oriented, information-oriented, enjoyment-oriented, and relationship-oriented consumption modes. Finally, the document notes that consumption modes are dynamic and can evolve over time.
The document summarizes a study of different microstrip patch antenna configurations with slotted ground planes. Three antenna designs were proposed and their performance evaluated through simulation: a conventional square patch, an elliptical patch, and a star-shaped patch. All antennas were mounted on an FR4 substrate. The effects of adding different slot patterns to the ground plane on resonance frequency, bandwidth, gain and efficiency were analyzed parametrically. Key findings were that reshaping the patch and adding slots increased bandwidth and shifted resonance frequency. The elliptical and star patches in particular performed better than the conventional design. Three antenna configurations were selected for fabrication and measurement based on the simulations: a conventional patch with a slot under the patch, an elliptical patch with slots
1) The document describes a study conducted to improve call drop rates in a GSM network through RF optimization.
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UiPath Test Automation using UiPath Test Suite series, part 5
C017661419
1. IOSR Journal of Computer Engineering (IOSR-JCE)
e-ISSN: 2278-0661,p-ISSN: 2278-8727, Volume 17, Issue 6, Ver. VI (Nov – Dec. 2015), PP 14-19
www.iosrjournals.org
DOI: 10.9790/0661-17661419 www.iosrjournals.org 14 | Page
The Gap of Hospital Service Performance By Using Service
Quality Analysis
Mustafa Hermanto
Student of Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya
Abstract: Patient is a customer of the Hospital whose satisfaction must be noticed. The satisfaction of patient is
depended on the service performance which has been performed by the hospital. Service quality analysis is used
to measure the expectations and the perceptions of respondents about service quality which has been provided
by the hospital, so the occurred score gap can be known. The samples are 96 inpatients who have been selected
by using accidental sampling method. The data collection has been carried out by using questionnaires. This
research recommends that the hospital should find strategies in order to improve their service quality and to
maintain consumer (consumer retention).
Keywords: service performance, servqual analysis
I. Background Of The Problem
Hospital services (RS), is a public service which is needed and important in order to fulfill the demand
of health. There are many elements that contribute and support the function of hospital operational. One of the
main elements is the intensive and high quality Human Resources (HR), and the awareness of the appreciation
of the devotion to the interest of society, especially in the fulfillment of the needs of the health services. The
next process in the service is to make the customer satisfied. Customer satisfaction has become the key concept
in any business activity services.
Customers in this research are patients who have ever used medical services in hospitals, particularly
the inpatient services. Satisfaction is an expression of feeling on the fulfillment of individual needs. Kotler and
Keller (2009) defines satisfaction as the feeling of happy or upset which has been experienced by someone after
he or she makes comparison between the perception of performance or the result of a product with its
expectations. Customer expectations can be formed through the communication between the hospital party and
customers. This expectations will increase or even decrease after consumers have a communication or
interaction with other customers. Lovelock (2007) indicates that the presence of the gap between the expectation
and service performance that has been provided. The management should comprehend completely the main
influence of this gap toward the expectations and the perceptions about performance.
It has been expected that the research which has been carried out can show the service quality elements
of the hospital, so the formulation of the problem is how far the gap quality level which has been received by the
patients and the expectation of the patients on the inpatient service quality at Government General Hospital in
Surabaya.
II. Service
Kotler and Keller (2009) defines service is a performance that is offered by one party to other parties,
which is basically immaterial and it does not make any ownership on something. In its production, service can
or cannot correlate to the physical product. Munhurrun et al. (2010) states that service is not similar to real
product that is produced and consumed in front of the customer and the service provider at the same time.
Tjiptono (2007) emphasizes the definition of service by intepreting service as activity, benefit, and
satisfaction which is offered for sale. For example: garage, repairment, beauty salon, hotel, and hospital.
Service Quality
Payne (2007) states that relationship marketing concept combines quality, customer service and
marketing. There are service companies which are not as success as they have expected in achieving customer
focus through their marketing activities, many organizations fail to reach success in quality and customer
service inniciative. Customer service level should be determined by the measurement of customer needs and the
performance of competitors based on the research and should recognize the needs of various different market
segment. Unlike Payne, Zeithaml et al, (1993) concludes that service quality is defined by customer. Service
quality is defined as the contradiction between customer expectation and perception.
Service quality must be started and customer needs end on customer perception (Kotler and Keller,
2009). It means that good quality image is not based on the point of view or the perception of the service
provider, but it is based on the point of view or the perception of the customer. It is the customer who consumes
2. The Gap of Hospital Service Performance By Using Service Quality Analysis
DOI: 10.9790/0661-17661419 www.iosrjournals.org 15 | Page
and enjoys the service of the company, so it is the customer who should determine service quality. Customer
perception to the service quality is the total assessment of service superiority. Nevertheless, it should be noticed
that service performance mostly inconsistent, so customers have to use intrinsic and extrinsic service signal as
the reference.
Gronroos (2007) states that in order to enhance the long term quality, customer expectation should be
focused, expressed, and calibrated and customer should develop dynamic expectation model which describes
that professional service quality has been developed in accordance with the relationship of the customer from
time to time.
Customer Satisfaction
Lovelock (2007) states that customers experience various satisfaction or dissatisfaction level after
receiving various services in accordance with how far their expectation fulfilled or exceeded. Satisfaction is an
emotional condition, post-purchase reaction in the form anger, dissatisfaction, aggravation, neutrality, happiness,
or pleasure. According to Kotler and Keller (2009) (2009) the definition of satisfaction is: someone who feels
happy or dissappointed which comes from the comparison of his or her impression to the performance (or the
result) of a product and his expectations.
Next, Zeithaml and Bitner (1996) explain that customer satisfaction will be fulfilled when the service
delivery process from the service provider to the customer is in accordance with something that has been
perceptioned by the customer. Therefore, various factors such as subjectivity of service provider, customer
psychological condition and service provider, external environmental condition and so on are perceptioned by
the customer in different ways.
Customer Expectation
Customers make expectation based on brand or product which will give satisfaction and benefit (Assael,
1998). Parasuraman, et.al. (1990) expectation is a customer’s trust before he or she purchases a product and it
becomes the reference in assessing the performance of the product.
Nabi (2012) explains that customer expectation is what customer wants to receive from services. It can
be concluded that expectation is an uncontrollable factor which includes past experience, advertisement,
customer perception by the time purchasing is conducted, background, behavior and brand image. Moreover, the
influence of customer expectation is pre-purchasing trust, word of mouth, inividual needs, experienced customer,
and other personal behaviors. Different customer has different expectation which is based on customer
knowledge on products and services.
Consumer Perception
Customer perception itself may change as an accumulated experience of a company or product (Dutka,
1994). Perception assist individuals in selecting, managing, storing and interpreting the stimulus into a unified
and meaningful description of the world. Therefore, a perception has a role in the way of how the acquisition of
knowledge about an object or an event at a given time, then the perception occurs when the stimulus activates
the senses. Since the perception involves the knowledge (cognitive) then the perception has a role in the
receiving, organizing, and translating or interpreting the organized stimulus in order to influence the behavior
and to form the attitudes (Gibson et al, 2011).
III. Servqual Analisis
Furthermore, Zeithaml and Bitner (1996) explains that customer satisfaction will be fulfilled when the
process of delivering services from the service provider to customer is in accordance with what has been
perceived by customer.
3. The Gap of Hospital Service Performance By Using Service Quality Analysis
DOI: 10.9790/0661-17661419 www.iosrjournals.org 16 | Page
Figure 1: Service Quality Gap
The difference in the delivery of what has been perceived by customer includes five differences i.e.:
1. The gap between customer’s expectations with management perception. This gap arises as the result of the
ignorance of the management about what sort of real service qualities that have been given to the customer.
Moreover, this ignorance brings the consequence to the impropriety of design and service standards.
2. The gap between management perception of consumer expectations and service quality specification arises.
This gap arises because the managers establish service quality specification based on what they believe to be
demanded by the customer.
3. The gap between service quality specification and actual served services arises. This gap primarily arises on
the service which its delivery system is completely depend on employees. An accurate perception of
customer expectations is important, but it is inadequate to ensure the presentation of the finest quality
services.
4. The gap between actual service delivery and external communication to customer. Promises which have
been uttered by service companies through advertising media, sales force and other communications may
potentially not only will enhance the expectation which will be served as the standard of service quality
which will be received by the customers, but it will improve the perception of the services that will be
delivered to them as well.
5. The gap between the service which has been expected to be received accurately. This gap reflects the
difference between the actual performance and the customer perception.
IV. Research Methods
Patient’s Expectation. Expectation or hope is something that is normatively felt by the patient toward services
and it is related to the service quality and patient satisfaction.
Patient’s Interest. Patient’s interest toward service quality is an opinion that is expressed about how important
service quality that has been offered to the customers can satisfy them.
Patient’s Performance. Patient’s perception toward service is a comprehensive assessment of the advantages of
a service which is also the performance of the hospital.
The total amount of the population is unknown, because the inpatients tend to be out. The amount of sample is
determined by the formula:
n = = = 96
Descriptions:
n = the number of samples
Z = normal standard price (1,976)
p = the estimator of population proportion (0,5)
d = deviation / interval (0,10)
q = 1 - p
Z.p.q
d
1,976 x 0,5 x 0,5
0,10
4. The Gap of Hospital Service Performance By Using Service Quality Analysis
DOI: 10.9790/0661-17661419 www.iosrjournals.org 17 | Page
Based on these calculations, the samples are 96 inpatients. The sample collection method which can
represent the population will be carried out by using accidental sampling, the sample collection is based on
accidental situation. Anyone who accidentally meet with researchers and he or she is considered to be feasible to
be selected as a source of data.
The data collection techniques which has been applied in this research is done by issuing
questionnaires, by asking a list of questions to the respondent and it is filled by the respondents with the purpose
to gain the primary data that is required.
The instrument that has been used to collect the primary data that is required in this study is a closed-
ended questionnaire, i.e.: a list of statements / questions that every statement has alternative answers / responses
that can be selected when it is appropriate. The limit of the measurement that is used in the questionnaire is the
interval, in which a measure relatively has the same distance so the nature of the measure is homogeneous.
This analysis is used to measure the expectations and the perceptions of respondents about service
quality that has been provided by the hospital so the occurred gap scores can be found. The calculation of
Servqual score is done by using the formula:
Servqual score = score of perception / performance - scores expectations
Service quality of five service dimensions can be obtained by taking the average value of servqual
scores of the questions that have been asked. Thus the description of the assessment of the respondents toward
service quality of the hospital can be known. The result of Servqual analysis can be divided into 3 (three) scores,
i.e.:
a. Zero score (score = 0), indicates that the expectation of the members is exactly the same with the
performance that has been generated by the service quality of local general hospital of Surabaya.
b. Negative score (score < 0), indicates that the expectation of respondents is greater than the performance
when it is compared to the company that is being studied. This condition will make the respondents
feel less satisfied or not satisfied.
c. Positive score (score > 0), indicates that the expectation of respondents is smaller than the performance
that has been generated by the company that is being studied. This condition will make the respondents
feel satisfied.
V. The Result Of The Research
When the servqual score is getting larger (≥ 0 or positive), the satisfaction that has been felt by the
respondents is getting larger as well, because the performance of the government general hospital in Surabaya is
in accordance with or exceed what has been expected by the member. It works in the opposite way, when the
servqual score is getting smaller (<0 or negative), the satisfaction that has been felt by the respondents is getting
smaller as well, because the performance of the service has not met with what has been expected (the
expectation of the respondents is greater than the performance of the company). It means that the service
dimensions that is owned by the servqual services has the highest score which is the most satisfactory service
dimension that has ever been felt by the respondents. The recapitulation of the average value of company
performance, respondent expectation, and gaps are listed in the following table:
Table 1 The Average Weight Value of Expectation, Performance, and Gap for Every Atribute and
Dimension
NO ATRIBUTE
PERFORMA
NCE
EXPECTATIO
N
GAP
TANGIBLES
1 Equipments in used 4.48 4.38 0.10
2 Interesting physical facilities 4.46 4.32 0.14
3 Neat and kind Hospital employees 4.46 4.34 0.12
4 Interesting service information materials 4.25 4.35 -0.10
Average tangibles 4.41 4.35 0.065
RELIABILITY
5 The suitability of appoinment that has been given by the hospital 4.32 4.28 0.04
6 Patients’ problem solving 4.07 4.40 -0.33
7 Services that are given at the same time 3.95 4.29 -0.34
8 Provide on time services 4.27 4.48 -0.21
9 Minimum mistakes in services 4.02 4.19 -0.17
Average reliability 4.14 4.33 -0.18
RESPONSIBILITY
10 Correct service announcement 4.36 4.36 0.00
11 Provide direct services to the patients 4.55 4.49 0.06
12 Always ready to help patients 4.09 4.07 -0.02
13 Always responsive to patients demand 3.91 4.17 -0.26
Average responsibility 4.23 4.27 -0.045
5. The Gap of Hospital Service Performance By Using Service Quality Analysis
DOI: 10.9790/0661-17661419 www.iosrjournals.org 18 | Page
ASSURANCE
14 Employees with good behavior 4.51 4.42 0.08
15 Sense of security that is felt by the patients at the moment they
receive services
4.34 4.40 -0.06
16 Respectful manner to the patients 4.16 4.31 -0.15
17 Answering the question of the patient properly 4.22 4.16 0.06
Average assurance 4.31 4.32 -0.018
EMPHATY
18 Special attention to the patient 4.36 3.97 0.39
19 Suitable operational hours for all patients 4.22 4.03 0.19
20 Employees’ personal attention to the patients 4.35 4.65 -0.30
21 Understand the special needs of the patients 4.32 4.40 -0.08
Average emphaty 4.31 4.26 0.05
From the table above, the negative gap in the service dimension can be detected, thus the total gap was
negative. It means that the performance of Hospital services have not met the expectation of the respondents, in
other words, expectations are still greater than the actual performance. The value gaps in each dimension when
it is put in order from the smallest to the largest are: Empathy (0:05); Tangible (0065); Assurance (-0018);
Responsibility (-0045); Reliability (-0.18).
Empathy service or attentive service dimension has positive value gap of 0.05. This result has made the
respondents feel satisfied with the attention which has been given by the Hospital when they use inpatient
medical services. Thus, the empathy dimension is the dimension that gives the largest contribution to the
respondent total satisfaction level of the end-user hospital services.
Gaps tangible or embodiment also has a positive value although its value is lower than the empathy
value that is 0.065. In this dimension, the respondents feel satisfaction in medical and health equipment which
have been used in the hospital. Likewise, the physical facilities of the hospital have met the respondents’
satisfaction according to their opinion. The apparel of nurses, doctors and hospital employees which is very neat
has made the respondents feel satisfied to see it. However, the indicator of information of in-used materials, has
not made the respondents feel satisfied, because the information materials indicator in the hospital is not clearly
visible and it does not match with the sections of the hospital.
The indicators on the Assurance dimension has negative gap of -0.018. Assurance is the knowledge and
the respect of nurses, doctors and hospital employees and their abilities to convey a sense of trust and
confidence to the respondents. On the behavior item, all members of the organization Government General
Hospitals in Surabaya and the attitude items of nurses, doctors and hospital employees in answering all
questions of the patients have been answered properly, have positive gap. It means that the respondents feel
satisfied on this question items. However, the respondents do not feel satisfied at the security items that is felt by
the respondents when receiving services. This item requires attention from the hospital.
Responsiveness dimension has negative gap value of -0.048. It means that patient satisfaction in the
responsiveness of the entire member of the hospital organization is felt not quite satisfactory for the respondent.
On the notification item of the timeliness of the services which will be carried out has balanced value, it means
that what is expected by the respondents is in accordance with the performance. But on the responsiveness item
which means always responsive to any patients’ requests although the medical officers have their own activities
have been responded negative by the respondents, it means that on this item the respondents do not feel any
satisfaction.
Reliability dimension is the ability of the hospital in fulfilling the promise that has been made has the
largest negative gap among dimensions of -0.18. The respondents do not feel any satisfaction about the
suitability of promise, good problem solving for each patient problems, the accuracy of service, and minimum
errors in providing services.
VI. Discussion
The discussion about the patient's expectations, patient’s interests, and the performance of the hospital
itself, currently is an important topic to be studied, regarding the hospital is a medical care service company for
public. Likewise, the competition which occurs in hospital service industries is so competitive. The emergence
of private hospitals which offer a wide range of attractive and proper services and facilities, has made challenge
for local government general hospitals to contribute in improving the quality of its services, although the target
segment is different from the private general hospital which generally choose the middle up class segment.
This research has generated the empathy (attention) which has the lowest gap when it is compared to
other dimensions. In accordance with the observations that have been made by the researcher, that the hospital
has tried to provide good and friendly service optimally to patients who come from any segment. The attention
is given from the hospital to the patients is considered to be good by the respondents, which means that the
inpatients have received the performance of the hospital satisfactorily. However, the circumstances that has been
6. The Gap of Hospital Service Performance By Using Service Quality Analysis
DOI: 10.9790/0661-17661419 www.iosrjournals.org 19 | Page
described by the respondent, is an obligation for the hospital to maintain and to increase by noticing the
indicators that have been stated in the dimension of empathy.
Tangible dimension or real evidence is in the second row that has small gap when it is compared to
other dimensions. Real evidences which are included in physical evidence are the condition of the facilities and
the inpatient room, toilets, waiting rooms, and sanitary that accompanies these facilities. Hospital is a place for
someone to have medical treatment in order to heal, therefore, and the facility and the sanitary is the primary
issues for the medical service company. In this case the patient assess that the performance of the hospital for
this issues can be said to be good, but the interests and the expectations of the respondents for this dimension is
high.
Assurance dimension ranks in the third position in the test gap analysis. The results which has been
achieved in this dimension shows negative figures, so it can be concluded that the inpatients assess the
performance of the hospital has not satisfactory yet. The assurance standard either on quality, safety and sanitary
of the hospital has been possessed by the hospital, but this has not been responded positive by the respondents
so it still has negative gap.
Responsiveness dimension is related to the quality and the attitude of the resources that is possessed by the
hospital to the patient. The inpatients are the patients who use medical services facilities. Therefore, the treatment that has
been received by the patients from the hospital is experienced by the patients. The inpatients assess the responsiveness of
nurses, doctors and hospital employees and the result is not satisfactory. Responsiveness is still considered to be ordinary by
the patients. In fact the patients expect to get a high response and interest that has a high interest value. Therefore, the
hospital still needs to improve the responsiveness dimension.
Reliability dimension is the dimension that has the highest gap. The indicator of the compliance with
appointments or information that has been given, the respondents give high appraisal of the performance of
these indicators, and these indicators have a high level of importance. Although some indicators have been
declared satisfactory by the patients, but on the whole the hospital should hold some improvements, particularly
in this dimension to reduce the gap between expectation and performance that has been generated by the
hospital.
VII. Conclusion
The research has concluded that empathy dimension has the smallest gap of 0.05, this means that
customers are satisfied with these dimensions. Mean while the dimension which has the largest gap is reliability
of -0.18 which means that the customer is not satisfied with this dimension. The gap dimensions of the other
row is tangible or physical evidence (0.065), assurance or warranty (-0.018), and the responsiveness or the
responsiveness (-0.045).
VIII. Suggestion
In order to improve competitiveness, especially in terms of quality of health services, there are some
things that can be suggested as follows:
1. Improving the quality of human resources hospital should note, with training on the attitudes and the
customer service that each personal able to serve patients well.
2. Subsequent research, it is advisable to examine also about the quality of care for outpatients so that can
know the overall quality of care hospitals.
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