The effect of perceived service quality on customer Satisfaction

Jain, Prachi; Aggarwal, Vijita Singh

doi:10.5958/0974-0945.2017.00013.9

Cited by 4 publications

(5 citation statements)

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“…Es la atención al cliente uno de los principales elementos en la búsqueda de su satisfacción, donde la calidad del servicio es una brecha que se percibe entre lo que el cliente o usuario espera de una organización y lo que realmente percibe una vez entregado el producto o servicio [18]. En el momento en que la organización alcanza las expectativas del cliente gracias a sus servicios o productos, se logra un nivel de satisfacción adecuado que p uede motivar la fidelidad [19] y mantenerla fuertemente en un vínculo usuario -organización [20].…”

Section: Atención Al Usuario Y Satisfacciónunclassified

“…Es importante, dentro de la mejora de la satisfacción, el determinar la percepción del usuario o cliente respecto a la organización, dado que es la base sobre la cual trabaja el CRM y lo que permitirá enfocar los esfuerzos en aquellas situaciones que más están incidiendo en los niveles de satisfacción [3]. Es ahí, donde es importante seleccionar la mejor manera de medir la satisfacción, siendo el modelo SERVQUAL el de mayor uso, gracias a la relación que realiza entre lo esperado y lo percibido desde el punto de vista del cliente y el modelo SERVPERF que es más concreto en cuanto a las situaciones que mide: aspectos tangibles, confiabilidad, responsabilidad, seguridad y la empatía [36].…”

Section: Los Crm Y La Satisfacción Del Usuariounclassified

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Administration Model 4.0 and its Impact on the Improvement of Public Services

Mosquera Rodríguez,

Burbano

2023

espoch

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The present investigation analyzed the relationship between the satisfaction of the users of a public company in charge of the vehicle registration process in the city of Babahoyo, province of Los Ríos, Ecuador, and the implementation of an administration model 4.0 carried out through a system of management information in the area of license plate issuance, given the increase in users of this service and the need to guarantee and improve their satisfaction. For this purpose, some models related to management information systems and the public administration model 4.0 were analyzed. Later, analyzing the results of a survey applied to a sample of service users and officials of the public company, it was possible to diagnose the situation of the company’s registration area. The investigation evidenced the existence of unfriendly systems with the information needs of the institution, in addition to a low level of commitment on the part of the staff, which is demonstrated in the reduced or non-existent post-service follow-up, all of which causes user dissatisfaction. It is concluded that it is advisable to design and apply customer relationship management under the 4.0 public administration model that allows an increase in the level of user satisfaction. Keywords: CRM, quality management, users’ service, public management, transportation. Resumen La presente investigación analizó la relación entre la satisfacción de los usuarios de una Empresa pública encargada del proceso de matriculación vehicular en la ciudad de Babahoyo, provincia de Los Ríos, Ecuador y la implementación de un modelo de administración 4.0 realizada a través de un sistema de información gerencial en el área de emisión de matrículas, ante el incremento de usuarios de este servicio y la necesidad de garantizar y mejorar su satisfacción. Para el efecto se analizaron algunos modelos relacionados con los sistemas de información gerencial y el modelo de administración pública 4.0, y posteriormente, analizando los resultados de una encuesta aplicada a una muestra de usuarios del servicio y a funcionarios de la Empresa pública, se pudo diagnosticar la situación del área de matriculación de la empresa. La investigación evidenció la existencia de sistemas poco amigables con las necesidades de información de la institución, además de un bajo nivel de compromiso por parte del personal, que se demuestra en el reducido o inexistente seguimiento post servicio, todo lo cual provoca insatisfacción de los usuarios. Se concluye que es recomendable diseñar y aplicar un sistema de gestión de relaciones con el cliente bajo el modelo de administración pública 4.0 que permita el incremento del nivel de satisfacción de los usuarios. Palabras Clave: CRM, gestión de calidad, atención al usuario, administración pública, transportación. How to

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Section: Atención Al Usuario Y Satisfacciónunclassified

Section: Los Crm Y La Satisfacción Del Usuariounclassified

Administration Model 4.0 and its Impact on the Improvement of Public Services

Mosquera Rodríguez,

Burbano

2023

espoch

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“…Nowadays it is identified in technical, economic and marketing terms (Jain, Aggarwal, 2015). It is shaped by the discrepancy between expectations and the final evaluation of the ser-vice by customers (Angelova, Zekiri, 2011).…”

Section: Literature Review 21 the Quality Of The Services Providedmentioning

confidence: 99%

Untitled

2023

SPSUTOM

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The aim of the article is to assess the competitive potential of Poland's regions, in the context of effective strategy building for further development thereof. Design/methodology/approach: The article employs the method of critical investigation of the literature on the subject as well as presents an analysis of statistical data on selected sociotourist infrastructure instruments. An examination of two selected infrastructure elements was carried out for the purpose of the article, which can form a basis for formulation of strategies to improve the competitiveness and development of regions in Poland. Results:The Authors present the issue of regional competitiveness, with particular focus on the methods of assessing and building the competitiveness of regions through selection of an optimal strategy for further development thereof. In this context, two selected instruments of socio-tourist infrastructure are discussed, which can form a basis for formulation of strategies to improve the competitiveness and development of regions in Poland. The infrastructure elements presented serve as an example of areas characterized by great potential for growth, as a consequence of years of neglect (health care), or constrained by independent external COVID-19 pandemic associated conditions (accommodation industry).

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“…The evaluation is done through a questionnaire containing 22 questions to assess the five dimensions of the service, allowing for evaluating the customers' expectations and the service provider's performance. Due to its flexibility and ability to be adapted to sector-specific requirements, the proposed model is widely used to assess the quality of services in industries from various sectors, including retail, banking, healthcare and education [82][83][84][85][86][87][88][89][90]. According to several researchers, the SERVQUAL model is the most wellknown and commonly used model for evaluating the quality of services in higher education, incl.…”

Section: IIImentioning

confidence: 99%

Towards Automated Evaluation of the Quality of Educational Services in HEIs

Gaftandzhieva,

Doneva,

Zhekova

et al. 2023

IJACSA

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The provision of educational services with high quality is a matter of concern to all stakeholders in higher education (academic staff, administration, students, etc.). According to many researchers, student satisfaction is an indicator of service quality in higher education institutions (HEIs), and evaluating the quality of educational and administrative services from students is an effective tool for improving the quality of HEIs. To ensure a competitive benefit over other educational institutions, HEIs leadership should take measures leading to improved student feedback on the quality of the provided administrative and education services, seek ways to exceed student expectations and provide high-quality services. Due to the great importance of the opinion of students on the quality of the services offered, many HEIs develop and use tools to assess student satisfaction with the quality of the services in the HEI. Little researched in the literature is the issue regarding the need to develop tools for HEIs leadership allowing survey results analysis, tracking trends over the years and comparing HEIs results. Based on a detailed analysis of developed questionnaires for evaluating the quality of services, this paper explores the possibilities of automation of the overall process for conducting questionnaire surveys of student's satisfaction with the quality of services. As a result, a software prototype of a tool to automate the entire process for assessing student satisfaction is proposedfrom questionnaire modelling, survey organizing and conducting to the analysis of the collected data. The developed tool allows governing bodies in HEIs to make informed decisions to improve the quality of services and to compare the results with those of competing universities.

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The effect of perceived service quality on customer Satisfaction

Cited by 4 publications

References 0 publications

Administration Model 4.0 and its Impact on the Improvement of Public Services

Administration Model 4.0 and its Impact on the Improvement of Public Services

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Towards Automated Evaluation of the Quality of Educational Services in HEIs

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