Integrating Kano’s Model and SERVQUAL to Improve Healthcare Service Quality

The purpose of this research is focus on customer relationship management (CRM) strategies and relationship between service attributes and customer satisfaction through Kano’s model especially on healthcare service at the private hospital. The paper specifically investigates the applicability of the model and the key factors in the hospital service business. The hospital service quality much depends on the performance of the attributes that define a service. The aim of this paper is first to investigate the attribute of service quality using Servqual perspective, thus the management is able to adjust the relationship between performance of service attributes and customer satisfaction, and second, through a case study in the private hospital to prove that the importance of a service attribute is a function of the performance of that attribute. An empirical study using questionnaires with a focus on service enquiring about the performance of service key attributes and overall customer satisfaction was conducted using Servqual perspective including 5 parameters i.e. Tangibles, Reliability, Responsiveness, Assurance, Empathy. The data were fed into the Kano customer satisfaction model which used Five-level Kano questionnaire for analysis and comparison between one attribute to the others. This research found that there are three of the total 26 service quality attributes have been categorized as “attractive”. Four service quality attributes have been categorized as “must be”, and sixteen of them as “one-dimensional”. However, there is no service quality attribute can be categorized as “reverse” and “questionable”. It can be predicted that offering customers “must be” or expected quality attributes will not be enough for customer satisfaction in few next days cause of the contemporary world and the environment changing. Hence, companies should focus on “attractive” quality attributes instead of “must be” or “one-dimensional” attributes in order to satisfy customers and to achieve competitive advantage. The research limitations is the Kano model of customer satisfaction needs to be extended to other customer behavior variables and also management strategic response to increase customer loyalty; which not include in this paper. The implication is the methodology employed here can be easily applied by hospital management to evaluate customer behaviors and service quality performance

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance

Pengaruh Service Quality dan Customer Satisfaction terhadap Customer Loyalty

Economy has a role similar quality service in the economy in developing countries but the impact is smaller than the total economyon service activities that encourage service providers to find the right method to please customers, the purpose of this paper is toachieve customer satisfaction is a concept well known and independent on some regions such as in the field of marketing, consumerresearch, economic psychology, economic well-being. The method used is based on the results of literature study. The conclusionis that satisfaction is the feeling that results from a process of evaluation about what is acceptable to what is expected to include athan the total economy on service activities that encourage service providers to find the right decision to purchase the goods themselves, as well as the need and desires of the associated purchase

Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Restoran Bebek Goreng Harissa Palembang

This study aims to determine the influence of Product Quality (X1) and Service Quality (X2) towards Bebek Goreng Harissa Palembang Restaurant’s Customer Satisfaction (Y). The research location in Bebek Goreng Harissa Palembang Restaurant. The population in this study is the people in the Palembang city or customers who have come and bought food and beverage products at Bebek Goreng Harissa Palembang Restaurant. The sample size is 100 respondents. Data collection in this study was using interview and questionnaire method. This type of research is a case study. This research uses multiple linear regression analysis using the help of SPSS 20 program. Result of validity test with Pearson Correlation test of product quality, service quality and customer satisfaction show that r count more than r table and test result reliability test of variable quality of product, service quality and customer satisfaction have Cronbach's Alpha value above 0,06 . The results showed that product quality (X1) variables significantly and positively influence customer satisfaction (Y) at Bebek Goreng Harissa restaurant, service quality has a significantly and positively influence on customer satisfaction at Bebek Goreng Harissa Palembang restaurant

An empirical analysis of after sales service and customer satisfaction

In today’s ever changing competitive environment, business cannot survive unless they satisfy their customers. The delivery of after sales service by a company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to be in place. This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in Atlas Battery, selling product with the brand name of AGS by using the Servqual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables effecting customer satisfaction are product quality and social responsibility. The results reveal that customer satisfaction increases with better service delivery.Sales service, customer expectation, human capital, service delivery system, customer satisfaction.

How to improve customer service at Muffin Break

The research evaluates the ways to improve customer service quality that could have a significant impact on customer satisfaction and customer loyalty in terms of customer service at Muffin Break. A conceptual model constituting different dimensions of customer service quality such as food quality, food variety, cafeteria ambiance, and staff interaction with customers were studied to establish long-term sustainability and productivity in business. The research evaluation was conducted at Muffin Break, the Base, Hamilton, by using mixed methodology, quantitative and qualitative research. The self-directed questionnaire was distributed to seventy customers, and three staff members were interviewed at the cafeteria. The data was collected and analysed in the form of pie charts, bar graphs, and tables to obtain more detailed results. The key findings show various factors considered in the study are positively correlated with service quality given to customers at Muffin Break. It can be evaluated from key findings that the influence of excellent food quality offered by cafeteria had a significant effect on customer service. Recommendations include providing a direction for the betterment of the services and facilities with the introduction of new food items in the menu, pay wave service, Wi-Fi facilities for customers, and online skill-based training programmes for staff, resulting in the maximum competitive influence of the business in the marketplace

The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations. Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.Customer, Service, Customer Satisfaction, Service Quality, Customer Loyalty.

Maintaining customer service in a fast food outlet

In a fast food outlet, a competitive field, customer service is a crucial factor. Customers are very much concerned about customer service and the quality of the food they get. This research is based on quality of service, inventory management, and employee training methods. Qualitative method is used for data collection for this project since it is more communicative and reliable. Data is collected from observations during work time. The store manager was interviewed for more information about inventory management of the store and customer service. This research found that not all the employees are trained for customer service. The inventory is done manually in the store, which is a time-consuming method. Not keeping sufficient stock leads to a shortage of toppings for pizza in the rush time if demand goes high, which may lead to customer complaints. Results of this research show that the standard of customer service and quality of food can be controlled and improved by managing the inventory, employee retention technique, and proper employee training. The research recommends using employee retention techniques and software methods for better inventory management. Keeping safe stocks as per the demand can reduce customer complaints about the quality of food.

PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Kasus Pada Pelanggan toko online Pulvar.id di Shopee)

Pulvar.id Online Store focuses on instant beverage powder which is suitable for various types of drinks. Shopee and Pulvar.id online shop match because Shopee E-Commerce is here to connect buyers and sellers, besides that there are many benefits for sellers and buyers. The benefits provided by Shopee make a forum for sellers such as the MSME coaching program, the Export Program and assistance to sellers in conducting store operations. Many sales categories on Shopee make Pulvar.id develop and have customers because of the large variety of products sold. The purpose of this study was to determine and describe the role of customer loyalty, service quality and customer satisfaction of Pulvar.id Online Shop. This type of research is a quantitative method sampling technique determined by probability sampling by distributing questionnaires as many as 140 respondents to Pulvar.id Online Store customers. The analysis technique used is path analysis with the help of the SPSS application. The results in this study indicate that (1) Service quality has a positive and insignificant effect on customer loyalty, (2) Customer satisfaction has a positive and significant effect on customer loyalty, (3) Service quality has a positive and significant effect on customer satisfaction, (4) there is a significant influence between service quality on customer loyalty through customer satisfaction

Is service climate strength beneficial or detrimental for service quality delivery?

This study examines whether climate strength has a direct, moderating, or curvilinear effect in the relationship between service climate and customer service quality perceptions. To this end, we carried out cross-sectional and lagged empirical studies in the Spanish hospitality sector. Our cross-sectional results confirmed that high climate strength in managerial practices fosters a positive impact of managerial practices on customer service quality evaluations. However, other results related to customer orientation of services question the idea that service climate strength is always a precursor of service quality. High climate strength in customer orientation enhanced the negative relationship between customer orientation and functional service quality in a cross-sectional study, and between customer orientation and relational service quality in a lagged study. In addition, an examination of curvilinear effects of climate strength revealed an inverted U-shaped relationship between climate strength in customer orientation and relational service quality over time. The article concludes with a discussion of these results