On this research, recognizing that ship inspection is closely related in improving ship safety', the importance of active quality managements of ship inspection has been notified. This paper aims to explore effective ways to improve inspection service and develop customer-centered inspection administration, by carrying out a case study on K Company. The methods applied for this research project are as follows, 1) sector-based examination of the existence of the ISO 9001 system; 2) evaluation of the operation of the system; 3) conduction of a survey questionnaire with the participation of all staff and inspection companies to analyze customer satisfaction of their inspection service, and 4) statistical analysis of the data collected from the survey questionnaire.

This study is to select food offered with higher frequency at restaurants such as hamburger, pizza, chicken, gimbap(boiled rice rolled in laver with seasonings stuffed), and calgooksu(Korean traditional noodles); identify customers' expectation and satisfaction levels on food and service quality and analyze correlation according to each food. The survey was conducted from March 1 to March 24, 2000, by distributing questionnaires. Statistical data analysis was completed using SPSS for t-test, ANOVA, Pearson's correlation analysis. The results of this study were as follows: 1) It is revealed that overall average satisfaction levels on food quality according to individuals' trait came out significantly low compared to their expectation levels, and that balance in nutrition and reasonable prices had problems in relation to food quality. 2) Customers' expectation levels on food quality came out the highest with calgooksu and gimbap, and their satisfaction levels came out the highest with pizza. 3) Customers' overall average expectation levels on service quality showed a very high point, while their satisfaction levels showed a low point with significance. 4) Hamburger was poor in hygiene; pizza showed the highest satisfaction levels over its quality with significance, and calgooksu and gimbap showed very low satisfaction levels over their service quality. 5) Correlation between customers' expectation and satisfaction levels over the nutritional balance and proper taste of the food quality came out significant. 6) Pizza and chicken showed significant correlation with regard to atmosphere, service, and hygiene variables (p<0.01).

The purposes of this study were to : (a) analyze university students' perception and patronage behaviors to the service quality dimensions, and (b) assist university residence hall foodservices in formulating improved managerial strategies. Questionnaires were hand delivered and mailed to 1,210 university students residing in the residence hall and 13 foodservice managers. A total of 1,011 was usable; resulting in 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. Statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, 2-test, T-test, ANOVA, and Stepwise Multiple Regression. Forty-seven percent of the respondents indicated that 'taste' was their first priority when choosing a menu. The reasons behind choosing residence hall foodservice were 'location', 'board plan', 'price', 'taste', 'opening hours', and 'menu variety'. The main reasons of dissatisfaction with the residence hall foodservice were 'board plan', 'taste', 'menu variety'. The overall satisfaction score was 2.99 out of 5. The satisfaction score of 「convenience」, 「food quality」 and 「menu variety」were 3.25, 2.94 and 2.76, respectively. Generally, male students were more satisfied than females. Graduate students and students living in residence halls over six semesters were the most dissatisfied with the residence hall foodservice. Residence hall students were dissatisfied with the variables 「menu variety」 and 「facilities」in 'self-operated' operations, whereas 「food quality」, 「menu variety」 and 「price」 in 'contracted' operations. Foodservice operations with 'less than 1,000 meals serving per day' was the highest satisfaction score(3.36) among other serving sizes. Meal price with 'less than 1,300 won' was most satisfied with students. When overall customer satisfaction and service quality dimensions were analyzed by Stepwise Multiple Regression 「food quality」(p〈.001), 「price」(p〈.001), 「facilities」(p〈.001), 「convenience」(p〈.001), 「menu variety」(p〈.001), 「manager's attitude」(p〈.0l), and 「atmosphere」(p〈.01), in decreasing order, significantly impacted on 「overall customer satisfaction」.

The effort to understand customer is essential and customer satisfaction measurement tool is needed in today's intensively competitive environment of restaurants. The objectives of this study were to measure customers' expectation and satisfaction of service quality attributes and to identify relatively important attributes for overall satisfaction in restaurants. The questionnaires were distributed to 232 customers at 78 family-style, pizza and fast food restaurants. Statistical data analysis was completed using SPSS for t-test, ANOVA, factor analysis, Pearson's correlation and regression analysis. The results of this study were as follows: 1) four and six- dimensional structures were established from 25 expectation and satisfaction attributes, respectively. 2) Demographic variables and usage characteristics didn't affect on service quality expectation, but expectations were significantly different according to the types of restaurant. 3) Expectation/satisfaction matrix showed different patterns in 3 types of restaurant. 4) 'Quality of food' and 'atmosphere' were the most relatively important attributes for overall satisfaction in restaurants.

An attempt was made to provide valuable information to improve service quality and customer satisfaction for in-flight catering service. The customers' demographic characteristics that impact on service quality and customer satisfaction were examined for a group of customer. 474 customers who have been used the airplane within 1 year were participated in this study. Statistical analysis was performed using SAS software program (version 6.01) for descriptive analysis, factor analysis, t-test and ANOVA. The results of the study can be summarized as follows: 1. Service Quality in In-flight catering was assessed on the basis of 18 service quality attributes and 5 dimensions derived from a factor analysis. After comparing customers' perception to customers' expectation regarding in-flight service quality, the quality of dimensions for 'meals', and 'sanitation' were not showed any significant differences. However, the expectation for dimensions of 'diversity of menu', 'providing information', and 'the degree of concern to the customers' were rated significantly higher than the perception for those. 2. Among the demographic variables, age and gender had highly influences on the customers' expectation and perception regarding service quality and customer satisfaction. 3. The korean food that the customers wanted to have for in-flight meals was investigated. Among the kinds of gruel(jook), abalone gruel(jeonbok-jook), pumpkin gruel(hobak-jook), and pine-nut gruel(jat-jook) were chosen to have for in-flight korean meals. It was rated that the preferences for beef soup(sogogikook), hot spicy beef soup(youkgaejang), brown sea-weed soup(miyoukkook) were higher than others in soup group. The preferences for boiled rice with assorted mixture(bibimbab) showed the highest and beef and rice soup(seoleongtang), boiled rice with four the staple cereals(ogogbab) were preferred higher than the others in main dish group. Bulgogi was rated the most popular dish. Korean style punch with omiza(whachae), sweet rice dish(yaksik) and fried glutinous rice cake(gangjeong)showed high preferences in dissert.

With the annual increase in the production and distribution of fresh agricultural products and the rapid development of China’s e-commerce business circle, while the huge online transactions need the support of offline logistics services, a series of problems such as violent screening in the logistics industry still need to be solved. Therefore, how to improve the quality of logistics services and make consumers satisfied is an urgent problem for the licensee. Based on the SERVQUAL service quality evaluation model and LSQ logistics service quality model, an evaluation model of the impact of fresh agricultural cold chain logistics service on customer satisfaction was constructed from four dimensions of reliability, visibility, information and service flexibility. This paper clarifies the relationship between consumer satisfaction and provides a basis for improving cold chain logistics service quality, including studying the evaluation of consumers’ purchase of fresh products on the Internet and establishing logistics service quality indicators. In this study, the analysis results generally have a significant impact on logistics service quality (+) and customer satisfaction. According to the characteristics of consumers, the impact of cold chain service quality on customer satisfaction may vary.

Tourist loyalty is created through good tourism service quality and the availability of tourism products. This study discussed the various attributes of tourism service quality, namely, tour agents, efficient personnel, accessible transportation, and information service quality. Whereas for tourism product availability attributes were varieties of product availability, wide selection of tour agents and tourist products, and wide variety of amenity services. As a general rule, the minimum is to have at least five times as many observations as the number of variables to be analyzed, and the more acceptable sample size would have a 10:1 ratio. A total of 424 questionnaires were returned, with 35 removed due to errors. Finally, 389 questionnaires respondents were used via accidental sampling method through the distribution of questionnaires to foreign tourists at Soekarno Hatta International Airport. In addition, AMOS 7.0 software is used to test models in confirmatory factor analysis (CFA) as well as hypothetical testing using structural equation modeling (SEM). The results showed that all hypotheses were accepted, except for the effect of tourism service quality on tourist loyalty in Indonesia. This research aims to contribute significantly to the existing knowledge of tourism, specifically from a foreign tourist perspective in Indonesia.

Batik industry is a business activity oriented towards customer loyalty and is demanded to show an increasing diversity of products with various motives designed to prevent customers from moving to other companies. Therefore, the purpose of this study is to develop a theoretical approach in solving problems in the relationship between service quality and product diversity on satisfaction and word of mouth (WoM) and its impact on customer loyalty. Furthermore, this study also examined the mediating effects of satisfaction and WoM in the relationship between service quality and product diversity on customer loyalty. This research’s object took the customers of Batik Semarangan Craftwork, Indonesia, with the phenomenon of always developing creative and innovative Batik motif designs that can be accepted by the market without leaving Semarang’s uniqueness. The total sample was 98 customers. The results of the study showed that service quality and product diversity positively affected satisfaction and WoM and had a positive effect on customer loyalty. Besides, satisfaction and WoM had a mediating effect on the effect of service quality and product diversity on loyalty. Thus, it is essential for management to create and increase customer loyalty by paying attention to service quality, product diversity, satisfaction, and WoM.

This study aims to improve knowledge of consumers’ decision-making by testing a conceptual model that considers the hotel’s service quality and service value toward customers’ behavioral intentions using a mediator, which is the role of consumers’ satisfaction. The object of this research is five-star hotels, which has become a significant segment of the general hotel industry and is undergoing rapid expansion. This research is a quantitative research using questionnaire as the sampling method answered by people who have stayed at five-star hotels before. The total of 150 valid respondents were used in this study. The collected data was processed by a statistical tool software, Partial Least Square (PLS). The major findings of this research showed that the relations between service quality and service value of five-star hotels do not have significant positive impact on consumers’ behavioral intention, nonetheless the mediation analysis shows that customers’ satisfaction partially mediates service quality and service value with consumers’ behavioral intentions to stay. It means that in this case, consumers’ satisfaction has an important role to mediate service value quality and service value. As a result, the study shows that four out of six hypotheses are supported. A couple of recommendations are suggested for further research.

This study examines the relationship between entrepreneurship of the state civil apparatus variable and public empowerment variable in Central Kalimantan province. Samples were taken using judgment sampling techniques. Based on these criteria, it is known that only 332 regional organizational structures that meet the criteria. Thus, the sample size is 332 regional organizational structure. In each organizational structure of the regional apparatus, 3 people were selected from the state civil apparatus and 3 from the community. Also, this study considers the effect of good governance and the quality of public services as mediating variables. The analysis used in this study is PLS using WarpPLS software. the variables studied were entrepreneurship of the state civil apparatus, good governance, public service quality and public empowerment. The results of the study stated that there is a significant positive relationship between entrepreneurship and public empowerment. In addition, there is a positive effect of entrepreneurship on good governance and public service quality. also, there is a positive influence of good governance and public service quality on public empowerment. The novelty of this research is the entrepreneurship of the state civil apparatus which is the driving force of public empowerment through good governance and public service quality.

This study analyzes the effect of quality of services provided to the students’ in relation to their satisfaction and loyalty. Respondents in this study were seventh semester students of Universitas Muslim Nusantara Al-Washliyah, the total number of students was 312. Data analysis techniques in this study used was SEM (Structural Equation Modeling) using the SmartPLS program. The results showed that students’ satisfaction significantly mediated the correlation between academics and students’ loyalty, between non-academic and students’ loyalty, between reputation and students’ loyalty, and between campus access and students’ loyalty; on the other hand, students’ satisfaction was not significant in mediating the correlation between program issues and students’ loyalty. The findings suggest that it is necessary to improve the quality of lecturers to improve students’ academic abilities and communication skills. As far as non-academic aspects are concerned, conducting training and development efforts and increasing awareness programs for administrative staff is important. For the reputation aspect, to carry out several marketing campaigns which predict to have an effect upon students in building positive perceptions of campus has to be executed as well. Meanwhile for access aspect, it should be made certain that every student can have direct access to staff employees, and it is necessary to improve dimensions which can increase students’ satisfaction so that students are convinced of their choice of campus and then they are likely to recommend their chosen university and spread positive things about their institutions.

In this competitive era, it has become a prerequisite for the financial firms providing banking services to understand and meet the customers’ needs and demands to remain competitive in today’s market environment. Without satisfying the customers, banking business cannot stand alone. To satisfy customers, it is often recommended to provide better quality banking services to the bank customers. Providing quality banking services has become a prime strategic tool for the banking sector nowadays. Therefore, the study investigates the effect of various dimensions of service quality of banking service on customer satisfaction in a developing country, Bangladesh. A total of 212 walking Bangladeshi banking customers participated in this research. A structured questionnaire was developed based on past research. SPSS is utilized for analysis and Likert scale was used in this study. Internal consistency of all items was found correct and a total of seven hypotheses were proposed. For testing, a 5% significance level is considered for acceptance of hypothesis. The findings show that, except employee competency, all other variables such as reliability, assurance, tangibles, responsiveness, empathy, and access to service have positive influence on customer satisfaction. The study provides policy implications for the management boards of the banking sectors.

This study aims to analyze the relationship of e-HRM implementation to employee performance both directly and indirectly through the intervening of the Human Resource service Quality variable, both practically and theoretically. This study uses variance-based structural equation modeling (SEM) techniques with partial least square (PLS) statistical testing tools to test the direct relationship of e-HRM and the performance and relationship moderated by Human Resources service quality tested on 200 civil servants in five offices under the coordination of the Government of the South Sulawesi Province of Indonesia. The data collection model in this study uses an online survey. The data analysis stages through the explanatory concept consist of, first, the interpretation of the distribution of the average frequency of respondents’ answers; second, outer-loading; third, determination of the validity and reliability; fourth, the coefficient of determination test and partial test; fifth, the GoF model; sixth, validity test; and seventh, hypothesis testing. This study explores four hypotheses in a comprehensive fashion; the results of this study show that all hypotheses have positive and significant effects both through direct and intervening relationships. Among the three direct relationships, the relationship of e-HRM variables on HR Service Quality is greatest and most dominant.

International payment is an essential part of the economy, which is beneficial to both commercial banks and trading enterprises. Moreover, service quality, which has been a key point of discussion for decades, relates to customer satisfaction. This study aims to investigate the factors influencing international payment service quality at the Join Stock Commercial Bank for Investment and Development of Vietnam (BIDV) from 2015 through 2019. This research deploys both quantitative and qualitative methods to discuss the effects of these components. Statistical data was examined through different tests, including reliability analysis, correlation, and regression analysis by SPSS 16.0. The authors obtain and analyze 157 valid responses from customer surveys, then by applying an integration SERVPERF and PSQM model, identify five main components: Reliability, Tangibles, Assurance, Convenience, and Responsiveness, which explain how the customer perceives the service quality of international payment activities at BIDV. The results show that these five factors have a positive relationship with service quality, in which, Reliability has the most significant impacts on service quality level. Besides, the findings not only contribute to the literature but also give some practical implications for BIDV to improve its international payment service quality and help them to obtain customer satisfaction in the fast-changing environment.

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.

Service quality of any institution is a pull factor for attracting and retaining the customer. The present study examines the customer satisfaction level toward the quality of service offered by the Islamic banks in Oman. It also aims to find out which dimension influences customer satisfaction more concerning the other dimension chosen for the study. To fulfil the need of the study, a structured questionnaire is distributed amongst 100 customers of Islamic banks. The random stratified sampling technique is used for the collection of the data. The collected data is analyzed using the correlation and the multiple linear regression techniques. The result of the study indicates that timely service provided by the banking personnel has a mean score of 4.57, bank staff readiness to serve the customer has a mean score of 4.36, and the security of the banking operation has a mean score of 4.37 occupies the highest rank in their respective dimension chosen for the study. The study reveals that all three dimensions of quality of service represented by Services Reliability, Services Responsiveness and Services Security have a positive and significant correlation with customer satisfaction. The regression results also indicate that all three dimensions influence customer satisfaction of the Islamic banks.

The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking – reliability, responsiveness, service capacity, empathy and tangibility – have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

The study investigates how marketing mix factors are mediated by health consciousness and service quality in creating fresh fruit buying decisions of customers in Vietnam. This study employs samples of customers in Vietnam via the survey questionnaire. The authors have used a total of 256 responses that acquired the valid criteria. The compound of data analysis comprises reliability test, validity test, exploratory factor analysis, group analysis and multiple regression analysis to structure the hypothesized model. Respectively, the structural equation model (SEM) is applied to conduct the multiple multivariate equations. By the assumption of causal-effect relationship between independent variables such as marketing mixed factors, and mediator as health consciousness and service quality, which potentially impact on purchase decision; the SEM method is deployed. The results reveal that consumers have paid no attention to the marketing mix factors, but they care much about service quality and health consciousness. Thus, health consciousness and service quality are effective mediators. These findings are new and contribute to the consumer behavior and retail marketing literature. The findings of this study can provide assistance to managers in the given field to understand more easily the consumer behavior about fresh fruits, then improve their own performance.