The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia

This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.

An Empirical Analysis on the Relationships Between Service Quality and Customer Satisfaction in the Malaysian Healthcare Services

The purpose of this paper is to examine the relationships between service quality （SQ） and customer satisfaction （CS） in the Malaysian healthcare system. The study is significant due to the environmental pressures such as the demographic changes, the aging of populations, the emergence of new treatments and technologies, and the increased insistence on grater quality of service. A service satisfaction survey was conducted among visitors （either patients or their relatives and friends） that visited hospitals （both public and private） in 10 regions in Malaysia. A total of 1,000 questionnaires were distributed purposively to these visitors, of which 925 questionnaires were returned for further analysis, yielding a response rate of 92.5 percent. The study found that among the eight dimensions of SQ tested, safety measures were not at all significantly related to CS as compared with the other seven dimensions. On a detailed note, the quality satisfaction of customers is very much influenced by infrastructure （0.121）, clinical care （0.601）, and trustworthiness of the hospitals （0.139）. Also as noted, the time satisfaction of customers is influenced by personnel quality （0.102）, administrative procedures （0.562）, and trustworthiness of the hospitals （0.168）. Whilst the cost satisfaction of customers is influenced by administrative procedure （0.101）, corporate image （0.130）, social responsibility （0.315）, and trustworthiness of the hospitals （0.261）. On overall, the findings of this study suggest that trustworthiness and administrative procedures are the two most important factors that influence satisfaction of customers that the Malaysian healthcare industry should take a good care of.

Assessing Sport and Recreation Programmes＇ Service Quality at Hotels and Resorts＂ Towards Enhancing Customer Participation

Many issues and challenges are faced by the managers programmes today. Although many previous researches on and professionals in managing sport and recreation service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation programmes in local hotels and resorts have been emphasized. This study aims to assess customers＇ perceptions of service quality in sport and recreation programmes and to determine the differences between customers＇ perceptions of service quality in terms of their gender and nationality. A total of 450 respondents from the hotels and resorts located in coastal areas of the northern Peninsular Malaysia participated in the survey. They were asked to respond to a series of the adapted service quality （SERVQUAL） items to measure five dimensions of service quality including tangibles, assurance, responsiveness, reliability, and empathy. Results from this study revealed that the customers＇ perceptions of the overall services in sport and recreation programmes provided by the hotels and resorts were satisfactory. It was also indicated that there was no significant difference between male and female customers＇ perceptions of service quality in sport and recreation programmes. Conversely, the results revealed that there was a significant difference between local and foreign customers＇ perceptions of sport and recreation services provided. These findings had implications on sport and recreation programmes in relation to designing effective management and marketing strategies at hotels and resorts.

Assessment of Food Service Quality of Chicken Republic and Mega Chicken Restaurants, Lagos, Nigeria

In this project, assessment of food service quality of two restaurants in Lagos was carried out. The study assessed quality of food served in Chicken Republic compared with Mega Chicken. Three hundred (300) copies of questionnaires were administered to the customers in Chicken Republic Restaurant while two hundred (200) copies questionnaires were administered to the customer in Mega Chicken Restaurant. In order to analyze the data, simple percentage method was adopted in which the respondents responded to variables like, quality of services, quality of food, healthy food, price and value and condition of environment as factors that determine their patronage. The result of the study showed that the customers prefer Mega Chicken. It also showed that there is a relationship between the customers’ satisfaction and customer patronage in a choice of restaurant. The result of the project could be of use to the intending restaurants’ operators to understand the trend and determinants of customers’ patronage. Recommendation is made that restaurant’s operation should intensify effort for training and retraining of the staff on customer delight.

The Role of Service Quality,Perceived Value and Trust on Calculative Commitment and Loyalty Intention

Global mobile communication is one of the most dynamic and important service markets.Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs,such as service quality,customer perceived value,customer satisfaction,perceived switching costs,corporate image,and customer loyalty,is vital to the mobile communications market.This paper aims to investigate the role of service quality,trust,and perceived value on calculative commitment and loyalty intention in the customers of mobile telephone network service providers(MTNSPs).To notify the meaningful factors for the calculative commitment and loyalty intention of the users in using mobile phones,this study focuses on the effect of service quality and perceived value in the trust and identifying the role of trust in forming customer loyalty.As many as 125 users of mobile phone users—house wife were surveyed in Coimbatore,Tamil Nadu,India.The data are analyzed by path analysis.This study shows that service quality has a direct and positive effect on trust,trust has a direct and positive effect on calculative commitment,calculative commitment has a direct and positive effect on loyalty,and direct and positive relationship between perceived value and calculative commitment,perceived value,and loyalty are also confirmed.In terms of mobile telecommunication systems,it is found that the users may exhibit noticeable differences in using this service.This study provides important hints to strengthen the relationship between the network service providers and their customers.

Quality-Oriented Climate and Service Quality Among Healthcare Providers： Evidence From a Rehabilitation Center in Italy

The importance of quality in service provision is widely recognized in health service research. However, a limited number of studies have investigated antecedents of quality in healthcare service provision. This article tries to shed further light on this under-researched field. Specifically, the aim of this study is to verify the relationship between the quality-oriented climate and service quality as perceived by employees. The study was conducted in a private non-profit Rehabilitation Centre in Italy using a questionnaire administered to all healthcare workers. The questions focused on perceptions of quality-oriented climate （priorization of quality care, social cooperation, and exchange）, four different connotations of the quality in healthcare provision （provision of high quality service, adequacy of time spent with patients, freedom in clinical decisions, and continuing relationships with patients）, as well as on respondents＇ background. Of the 248 healthcare workers, 183 completed the questionnaire. Hierarchical regression analysis was used to study the relationship between quality-oriented climate and outcome variables （quality in healthcare provision）. The results suggest that a quality-oriented climate does explain service quality in Healthcare settings： When an organization has implemented a quality-oriented climate, the service care provided by healtheare workers can determine an increase for three of the four investigated aspects of quality service provision （quality of care, freedom to make clinical decisions to meet patients＇ needs, and continuing relationships with patients）. The paper demonstrates that the offer of quality services involves in a different way the various healthcare professionals and/or management staff. This research provides interesting findings for healthcare manager in Health Service settings regarding the management of a quality-oriented process of service provision.

Exploring the Importance of Service Quality Attributes for Millennials at Boutique Budget Hotels

Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.

A Study of Service Quality of Fantawild ASEAN Legend Theme Park,Nanning,China

At present,Chinese theme parks are popping up more and more.There are not many theme parks in China that can operate stably for a long period of time.The development prospect of Nanning Fantawild ASEAN Legend Theme Park is good.However,the question of how to maintain and improve the competitiveness of Nanning Fantawild ASEAN Legend Theme Park,attract more visitor volume,and create the most attractive theme park in Nanning is the question of the future sustainable survival and development of Nanning Fantawild ASEAN Legend Theme Park.This paper combines theory and practice,referring to a large amount of relevant information and literature from home and abroad,and summarizing the existing experiences and achievements.Therefore,visitors who have visited the ASEAN Legends Theme Park at Fantawild Joy World in Nanning were selected as the respondents.Firstly,this paper synthesises relevant theories such as service quality theory and(6W1H)customer behaviour.A set of questionnaires was designed for the visitors of Nanning Fantawild.The study analyzes the factors affecting the service quality of Nanning Fantawild ASEAN Legend Theme Park as well as the factor analysis of customer behaviour.Based on the empirical research and analysis of the results,methods and suggestions for improving the service quality of Nanning Fantawild ASEAN Legend Theme Park are proposed.This paper uses SPSS statistical software to analyze the results by means of reliability and validity analysis,descriptive statistics analysis,and analysis of variance.The results were concluded that the customers’overall satisfaction with the service quality of Nanning Fantawild ASEAN Legend Theme Park is shown in the question phase of each level dimension,with the reliability dimension showing the lowest level of satisfaction.It is of great practical significance to improve the competitiveness of Nanning Fantawild ASEAN Legend Theme Park in China.Finally,there were no significant mean differences in the relationship between different gender,age,education,status,income,and service quality dimensions.

Data Center Traffic Scheduling Strategy for Minimization Congestion and Quality of Service Guaranteeing

According to Cisco’s Internet Report 2020 white paper,there will be 29.3 billion connected devices worldwide by 2023,up from 18.4 billion in 2018.5G connections will generate nearly three times more traffic than 4G connections.While bringing a boom to the network,it also presents unprecedented challenges in terms of flow forwarding decisions.The path assignment mechanism used in traditional traffic schedulingmethods tends to cause local network congestion caused by the concentration of elephant flows,resulting in unbalanced network load and degraded quality of service.Using the centralized control of software-defined networks,this study proposes a data center traffic scheduling strategy for minimization congestion and quality of service guaranteeing(MCQG).The ideal transmission path is selected for data flows while considering the network congestion rate and quality of service.Different traffic scheduling strategies are used according to the characteristics of different service types in data centers.Reroute scheduling for elephant flows that tend to cause local congestion.The path evaluation function is formed by the maximum link utilization on the path,the number of elephant flows and the time delay,and the fast merit-seeking capability of the sparrow search algorithm is used to find the path with the lowest actual link overhead as the rerouting path for the elephant flows.It is used to reduce the possibility of local network congestion occurrence.Equal cost multi-path(ECMP)protocols with faster response time are used to schedulemouse flows with shorter duration.Used to guarantee the quality of service of the network.To achieve isolated transmission of various types of data streams.The experimental results show that the proposed strategy has higher throughput,better network load balancing,and better robustness compared to ECMP under different traffic models.In addition,because it can fully utilize the resources in the network,MCQG also outperforms another traffic scheduling strategy that does rerouting for elephant flows(namely Hedera).Compared withECMPandHedera,MCQGimproves average throughput by 11.73%and 4.29%,and normalized total throughput by 6.74%and 2.64%,respectively;MCQG improves link utilization by 23.25%and 15.07%;in addition,the average round-trip delay and packet loss rate fluctuate significantly less than the two compared strategies.

COPC标准及其在我国客服中心的应用

顾客运营绩效中心(COPC)标准作为服务领域的国际知名标准,近年来发展迅速,在我国的认知度不断上升,越来越多的相关组织希望能够深入了解该标准。文章介绍了目前该标准最广为应用的3.2版本,以及我国客服中心开展相关认证的情况,并解释了造成这种情况的原因。

The Impact of Lean Six Sigma Practices on Physiotherapy Services Quality at UNRWA Healthcare Centers, Gaza Strip, Palestine

Integrating Lean and Six Sigma found a powerful business tool for the strategy improvement process and saving time is produced. The main aim of this study is to identify the impact of Lean Six Sigma (LSS) practices on physiotherapy service quality at healthcare centers of the United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA), using a descriptive-analytical approach. Data were collected using a questionnaire distributed among 49 physiotherapists working at UNRWA healthcare centers as a census sampling method between July 2016 and August 2017, following the stratified random sampling method. The Statistical Package for Social Science (SPSS) was used to analyze the collected data. The results revealed that there was a statistically significant relationship between Lean Six Sigma (LSS) dimensions and the quality of healthcare services provided in physiotherapy units at the UNRWA healthcare centers. Moreover, the application of Lean Six Sigma dimensions was adopted at 81% of UNRWA healthcare centers. Moreover, the percentage of patients’ satisfaction regarding the quality of healthcare services provided in physiotherapy units was 89%. The study emphasized the effectiveness of Lean Six Sigma dimensions application on the quality healthcare services provided in physiotherapy units at the UNRWA healthcare centers. Furthermore, employee training and reward according to a needs assessment to implement Lean Six Sigma successfully is highly recommended.

Customers＇ Satisfaction Evaluation on Quality of Food Services Provided by the President Restaurant of the Black Sea Business Center Mangalia

Achieving competitiveness by a company requires the rejection of conservatism and immobility, or its constant adaptation to market conditions and consumer demands. This paper has proposed assessing the quality of food services in the President Restaurant performed by applying Servqual instrument designed on the basis of customer＇s expectations and perceptions on analyzed components. Over 70% of respondents have a favorable perception on the quality of services. However you can see a slight difference between perceptions and expectations regarding the serving speed, waiter＇s professionalism, hygiene of room service and inventory objects, the reason being related to the lack of staff.

Customer Perception of Bus Services Based on the SERVQUAL Dimensions——A report of Wessex Red Bus service in UK

With the development of society, customers are having an increasing expectation on bus service. Problems such as bus being late all the time seem to become common. It usually annoys the customers and have a bad influence on bus companies.It's crucial to improve the bus service. This report adapts and applies a modified SERVQUAL approach to estimate the service quality in public transport. Wessex Red servcie, bus service in England UK, operated in partnership with the University of the West of England and the University of Bristol, is evaluated in the report being representative for bus service. In this study, the author has applied the SERVQUAL questionnaire among the three groups of customers in Bristol UK based on these five dimensions of SERVQUAL:"Tangibles, Responsiveness, Assurance, Reliability and Empathy"(Parasuraman, 1988). The results illustrates a high degree of importance placed on reliability, in which bus being late is an issue most concerned. The author analyzes the problem and finally provides suggestions and recommendation for the issue. This study is to provide a quality evaluation tool readily usable by transport operators willing to certify the service offered and it also offers a tool for practioners characterized by flexibility so as to fit individual needs. In addition, this study is beneficial to students who are learning Marketing. The study provides students a methodology in their marketing research. It also gives students a tool to evaluate services so as to set up their marketing plan and could give a better horizon to understand marketing.

Identifying Existing Bus Service Condition and Analyzing Customer Satisfaction of Bus Service in Dhaka City

Bus systems provide a versatile form of public transportation with the flexibility to serve a variety of access needs throughout an urban area. Efficient operation of the public transport is a key factor for the improvement of living condition in Dhaka city. Transport service performance should be assessed from the passengers’ perspectives to evaluate these perceptions in transportation planning. The exploration of service quality of bus is essential in order to provide a better service in future. The objective of this research is to access overall customer satisfaction in public bus transport of Dhaka city. A questionnaire survey was conducted in five locations in Dhaka city. Bus users’ satisfaction was analyzed by discrete choice logit model towards quality, reliability, safety and security and service provided by buses functioning in Dhaka city. The result indicated that more than half of the respondents believed that the present condition of bus service is not satisfactory. In case of the quality of buses, people think that the body and sitting arrangement of the buses are uncomfortable. Regarding the safety and security condition, main three reasons of dissatisfaction of passengers’ are unsafe driving practices, poor boarding and alighting facilities and lack of law enforcing agencies surveillance. Reasons which make the service unsatisfactory include irregular service provided by buses, regular overcrowding, lack of good standard buses and lack of cleanliness. In spite of these negative views, users’ possessed a positive attitude for buses which is the low travel cost.

Customer participation in the service encounter

This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.

Handling of Customers Satisfaction and Assessment of Service Qualities on Commercial Bank of Ethiopia in Addis Ababa at East District

Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied customers.

保健养生服务质量优化研究——以B保健养生公司为例

在《“健康中国2030”规划纲要》发布后,健康服务业成为国家战略的核心部分,保健养生服务行业也迎来了前所未有的发展机遇。文章通过问卷调查和访谈方法,从有形性、可靠性、响应性、保证性和移情性五个维度构建服务质量评价指标体系,全面评估B保健养生公司的足部保健养生服务现状,揭示服务中的不足。研究结果表明,虽然服务提供者在硬件设施和技能方面表现出色,但在响应性和保证性方面仍有改进空间。据此,研究提出了一系列优化策略,包括加强服务人员培训、改善顾客等待体验、提升服务个性化以及增强服务响应效率等,目的是提高顾客满意度和忠诚度,促进足部保健养生服务行业的可持续发展。

物流服务质量对顾客重复购买意愿影响研究——以跨境进口电商平台为例

随着跨境进口电商平台越来越受到众多年轻消费者的青睐,消费者对于跨境购物体验的要求也在不断提高,从保证商品完好性的基本要求,转变到快速、便捷地获得商品,涉及了流服务质量的安全性、灵活性、时效性和移情性等。以跨境进口电商平台为研究视角,构建了物流服务质量与顾客重复购买意愿关系的研究模型和假设。利用SPSS26.0软件进行Pearson相关分析法和多元回归分析法对研究假设进行验证,结果显示:物流服务质量四个维度显著正向影响顾客重复购买意愿;安全性、灵活性和时效性显著正向影响顾客满意度;顾客满意度发挥了部分中介的效应。

定制公交服务品质提升策略——以济南市为例

在“优先发展公共交通”战略的背景下,多元化公交系统是公共交通发展的必然方向,定制公交作为需求响应的创新公交模式,符合这一发展趋势。当前,定制公交现状服务水平与乘客出行需求还有明显差距,如何进一步提升服务品质是现阶段的重要挑战。文中基于对济南市三种类型定制公交运行特征及差异化需求的调查分析,试图探索乘客出行规律与定制公交运行模式的关联,并在此基础上,注重乘客对出行成本和舒适度的感受,从精准评估乘客的出行需求、构建无缝衔接体系、挖掘服务模式的潜力三个方面提出提升定制公交服务品质的具体策略。