Assessing Service Quality: Prayer's Perspective

Ariffin, Hashim Fadzil; Abdullah, Ramli; Bibon, Mohamad Fahmi

doi:10.1016/j.sbspro.2012.03.056

Cited by 7 publications

(2 citation statements)

References 37 publications

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“…Dimana terdapat variabel yang berpengaruh terhadap loyalitas pelanggan yakni: tangibles, reliability, responsiveness, assurance, empathy. Tangibles (berwujud) merupakan kualitas pelayanan berupa sarana fisik perkantoran, komputerisasi administrasi, ruang tunggu, tempat informasi, Realibility (kehandalan) merupakan kemampuan dan kehandalan untuk menyediakan pelayanan yang terpercaya, Responsivess (ketanggapan) merupakan kesanggupan untuk membantu dan menyediakan pelayanan secara cepat dan tepat, serta tanggap terhadap keinginan konsumen, Assurance (jaminan) merupakan kemampuan dan keramahan serta sopan santun pegawai dalam meyakinkan kepercayaan konsumen, dan Emphaty (Empati) merupakan sikap tegas tetapi penuh perhatian dari pegawai terhadap konsumen (Ariffin, Abdullah and Bibon, 2012).…”

Section: Kualitas Pelayananunclassified

Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Pada Pt Serasi Autoraya (Trac) Semarang

Kusnadi

Wijaya

Tanaem

2019

Sebatik

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Peralatan transportasi telah menjadi salah satu prioritas masyarakat dalam melaksanakan setiap kegiatan perjalanan, baik individu maupun kelompok, sehingga TRAC telah memperhatikan kualitas layanan untuk terus meningkatkan loyalitas pelanggan terhadap layanan, tujuan dari penelitian ini adalah untuk mengevaluasi pengaruh kualitas pelayanan terhadap loyalitas palanggan di PT. Serasi Autoraya . Pendekatan yang digunakan dalam penelitian ini adalah deskriptif kuantitatif, dan sampel yang digunakan adalah random sampling dengan metode analisis regresi linier berganda dengan kuesioner yang dibagikan kepada 50 responden dengan karakteristik responden aktif sewa lebih dari atau sama dengan 6 bulan. Ada 5 variabel untuk menilai kualitas layanan dalam penelitian ini, yaitu x1 (bukti fisik), x2 (keandalan), x3 (responsif), x4 (jaminan) dan x5 (empati).

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Section: Kualitas Pelayananunclassified

Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Pada Pt Serasi Autoraya (Trac) Semarang

Kusnadi

Wijaya

Tanaem

2019

Sebatik

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“…In addition to the amenities mentioned above, others which should be included are as follows: (iii) providing separate swimming pools (Ozdemir & Met, 2012;(Asbollah, Michael et al 2012); (iv) providing accommodation for female workers in the unmarried girls' floor (Timothy & Iverson, 2006;Asbollah, Michael et al 2012;Sonmez, S. 2001); (v) providing halal food (Eid, El-Gohary 2014, Ariffin, Abdullah et al 2012, Carboni, Perelli et al 2014, Jafari, Scott 2014, Amin, Yahya et al 2013, Battour, Ismail et al 2011) which requires slaughtering according to Islamic law (Hodge, 2002) and beverages; (vi) providing conservative TV channels as the conservative Muslim fears that their children may watch non-conservative channels (Henderson 2003); (vii) Providing a toilet which is suitable for purity and ablution (Al-Hamarneh, Steiner 2004, Henderson 2003, Timothy & Iverson, 2006.…”

Section: The Actual Service Performance Measurementioning

confidence: 99%

Measuring Service Quality of the Muslim Friendly Hotels in England and its Impact on Behavioural Intention

Abdelkader

2015

International Journal of Customer Relationship Marketing and Management

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This study aims to investigate the size of gap between Muslim visitors' perceptions and expectations of the Muslim friendly hotels service quality in England, as well as to describe and analyse the relationship between the perceived service quality and behavioural intentions. To accomplish these objectives, two-stage cluster sampling of 400 subjects was selected from a population of Muslim visitors in England. The Parasuraman et al., 1988 SERVQUAL scale for measuring service quality was used after developing it to suit the Muslim friendly hotels service quality by adding a new dimension pertaining to Islamic law. Results revealed that there is a significant differences gap between the Muslim visitors' perceptions and expectations for the whole score of the Muslim friendly hotels service quality. There is a negative insignificant differences gap between the Muslim visitors' perceptions and expectations in empathy, responsiveness, assurance, and reliability domains. Additionally, there is a negative significant difference gap between the Muslim visitors' perceptions and expectations in the Shari'a compliant amenities domains. However, there is a positive insignificant difference gap between the Muslim visitors' perceptions and expectations in tangible domains. Also, the findings reveal that there is a significant relationship between the perceived service quality and behavioural intentions. These results substantiate the importance of the provision of high quality of service provided to promote the Muslim visitors' behavioural intentions.

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Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies

Ocampo

Alinsub

Casul

et al. 2019

Socio-Economic Planning Sciences

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Assessing Service Quality: Prayer's Perspective

Cited by 7 publications

References 37 publications

Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Pada Pt Serasi Autoraya (Trac) Semarang

Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Pada Pt Serasi Autoraya (Trac) Semarang

Measuring Service Quality of the Muslim Friendly Hotels in England and its Impact on Behavioural Intention

Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies

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