“service quality”Search All-EnPress Publisher LLC.

Aug 13, 2024

Determining the affecting factors of service quality to logistics operation by Structural Equation Modelling (SEM) under RCEP Implementation, a case study of Beibu Gulf

The service quality of a logistics operation is a key research factor. According to Parasuraman in 1988, there are 5 dimensions about the service quality. In this paper will detective the affecting factors by collecting data from 1560 customers who experienced the service of Beibu Gulf Port Group, Guangxi, China. We used structural equation modeling (SEM) to test whether the service quality factors would affect the logistics operation or not from tangible, responsiveness, reliable and empathy to assurance. Moreover, with the Regional Comprehensive Economic Partnership (RCEP) has been signed, whether this free trade agreement’s effect would affect this Group’s service quality or not would be a consideration of this research. And the traditional service quality factors will affect the RCEP implementation or not will be tested, too. The results in the paper show the significance positive in co-relationship and supporting evidences for the Group’s future development.

Abstract

Download PDF(479.00KB)

XML

5

141

Jul 31, 2024

Applying the Kano model and QFD to improve the service quality of Kinmen County government’s overseas residents service centers in Taiwan

This study explores the attributes of service quality for overseas residents provided by island county governments, using the example of the Kinmen County Government’s service center in central Taiwan. This research aims to identify key service elements that can enhance the satisfaction of Kinmen overseas residents. Drawing upon the SERVQUAL scale and a comprehensive literature review, service quality is divided into five dimensions: “administrative service,” “life counseling,” “information provision,” among others, comprising 24 service quality elements. A total of 311 valid questionnaires were collected through a survey, and Kano’s two-dimensional quality and IPA analysis were used to classify service factors. The Kano two-dimensional quality analysis revealed that “employment counseling,” “entrepreneurship counseling,” and “setting up service counters at airports and terminals during festivals” belong to attractive quality. Nine elements were classified as “one-dimensional quality” and “must-be quality,” including “one-stop service,” “exclusive consultation hotline,” and “exclusive website reveals information.” Through Quality Function Deployment (QFD), service elements that align with Kano’s two-dimensional quality and IPA priority improvement were selected for detailed study, including “financial assistance in emergencies,” “subsidy for transportation expenses back home,” “subsidies for education allowances,” and “various subsidy application information.” Following expert discussions and questionnaire surveys, eight strategies for improving key service quality elements were identified. This research not only provides actionable insights for the Kinmen County Government but also offers valuable strategies that can be applied to similar contexts globally, where remote and rural populations require specialized governmental support.

Abstract

Download PDF(480.56KB)

XML

3

130

Aug 29, 2024

The role of digital transformation and service quality of integrated passport system based on biometrics on user satisfaction (case study at the immigration department)

Research aims: This research aims to investigate the correlation between digital transformation (DT) and user satisfaction (US) and investigate the relationship between service quality (SQ) and user satisfaction (US) at the immigration department. Methodology: The research method used in this research is quantitative survey research which aims to determine the relationship between two or more variables. The population in this study were all immigration office employees. The analysis model was applied in this research, an analysis model is used Partial Least Square Structural Equation Modeling (PLS-SEM). In this study, the number of respondents was 676 senior immigration office employees. The sampling technique used in this research was simple random sampling. In this research, variables were measured, how data were collected, or the data collection method used was the online questionnaire method. The instrument used to measure this research variable is a 7-point Likert scale. Data processing in this research uses SmartPLS software. The stages of data analysis in this research are the outer model test which includes convergent validity, discriminant validity and composite reliability as well as inner model analysis, namely hypothesis testing. Findings: Based on the data analysis found that digital transformation has a positive and significant relationship with user satisfaction at the immigration department and service quality has a positive and significant relationship with user satisfaction (US) at the immigration department.

Abstract

Download PDF(685.09KB)

XML

2

128

Sept 3, 2024

The role of collaborative governance and total quality management on immigration services quality

This research aims to investigate the role of collaborative governance on the quality of immigration services and the role of Total Quality Management on immigration services quality. This research method uses a quantitative method approach, research data was obtained by distributing online questionnaires via the Google Form platform. The questionnaire is designed to contain statement items on a Likert scale of 1 to 7. A 7-point Likert scale can minimize measurement errors and be more precise. The Likert scale used in this research is (1) strongly disagree, (2) disagree, (3) quite disagree, (4) Neutral, (5) quite agree, (6) agree, (7) Strongly agree. The respondents for this research were 378 senior employees of the immigration department in Indonesia who were determined using a simple random sampling method. Analysis of research data uses the partial least squares (PLS) structural equation modeling (SEM) approach with data processing tools using SmartPLS 4.0 software. The variables in this research are the dependent variables, namely collaborative governance, Total Quality Management and the dependent variable is the quality of immigration services. The stages of data analysis are validity testing, reliability testing and significance testing or hypothesis testing. Based on the results of the analysis and discussion that have been presented in this research, this research uses the Partial Least Square (PLS) method for data analysis, it can be concluded as follows, it is concluded that collaborative governance has a positive and significant relationship to the quality of immigration services, Total Quality Management has a positive and significant relationship to the quality of immigration services. Implementing collaborative governance can encourage improvements in the quality of immigration services. Implementing Total Quality Management can encourage improvements in immigration services quality.

Abstract

Download PDF(501.39KB)

XML

6

126

Dec 19, 2024

Towards sustainable development at full-service restaurants in west Malaysia

The food and beverage sector played a big part in contributing to the economic growth in Malaysia hence there was a major increase in the numbers of restaurants opening up for businesses. This study therefore examines factors with the aims of ensuring a sustainable development in full-service restaurants in West Malaysia. The results of this study have made a substantial contribution to restaurant owner’s’ comprehension of the fundamental components that underlie customer satisfaction and loyalty. By examining the moderating effect of the customer’s gender in full-service restaurants in West Malaysia, the objective of this study was to ascertain the relationships between the three variables (quality of the food served at the restaurant, service quality, and environment), as well as the degree to which each attribute was able to relate to diner satisfaction. The underpinning theory for this study was the Theory of Planned Behavior (TPB). Quantitative methods according to descriptive research and convenience sample strategy were utilized in this cross-sectional study. Questionnaires were distributed to 264 respondents through various online platforms such as WhatsApp, Telegram, Facebook, and email. Data collection was evaluated using the Statistical Program for Social Sciences (SPSS) version 27. In order to examine the connection between the three factors and diner’s satisfaction, various tests such as the multiple regression analysis, One-way ANOVA and Beta Coefficient test were carried out. The findings gave current restaurant owners and potential restaurant owners an overview of the different attributes influencing diner’s satisfaction at full-service restaurants in West Malaysia and also the extent of the moderating effect of diner’s gender had on each attribute. The outcome of this paper is expected to provide a sustainable growth in this industry.

Abstract

Download PDF(763.76KB)

XML

3

126

Aug 12, 2024

The relationship between customer satisifaction and SERVQUAL Gap model, Beibu Gulf Ports Group as case

As a logistics organization, the service quality would be considered as one of the evaluating standards of its service. However, it appears with the customers’ satisfaction. Customer satisfaction could be considered as a good way to attract the consumers in choosing and re-choosing such organization. To detect the service quality, SERVQUAL model would be a good choice because it starts from the expectation of the customers and the service perceived. It also divided into five dimensions as tangible, responsiveness, response, assurance, and empathy to test the service quality of an organization. In this model we can get the GAP of the service expectation and perceived in digital form then can find out the real service quality of the organization. Moreover, this research would use Beibu Gulf Port Group as the questionnaire participants (The customers who experienced the service of the group and the staff of the group). The model’s result would show how the service quality of testing sample and then offer improving or maintaining suggestion on it.

Abstract

Download PDF(335.29KB)

XML

3

124