A constant concern of academic institutions has been to improve the customer satisfaction in university libraries. The service quality within academic library context is pivotal for satisfying customers by meeting the customers’ needs to create loyalty amongst customers. This research uses LibQual to analyze the gap between customer’s perception and expectation, concerned with the services at the University Sultan Zainal Abidin (UniSZA) Library. There are six dimensions in service quality; namely general services, search for materials, library collection, staff, environment and environment, considered for this empirical research. The purpose of this paper is to 1) know service quality dimensions that satisfy the customers and 2) to observe the impact of service quality on customer satisfaction. The research methodology is carried out using a questionnaire survey distributed among 170 samples through simple random sampling. The data obtained was analyzed by using covariance-based structural equation modeling and importance-performance analysis. The results suggest that quality of service had a significant impact on customer satisfaction. Among the service quality dimensions, library environment and general service were viewed as high importance and strong performance index. Implication for research and practice resulting from these findings were also discussed.

In the context of active world markets expansion including actively emerging markets such as Rus-sia, the search for possible ways of integrated development of various industries becomes an issue of special state significance for the economy competitiveness improvement. This article focuses on finding ways to optimize travel business environment in Russia by improving passengers’ transportation service.

This paper aimed to examine a conceptual model for the relationships between hospital service quality, patient satisfaction, hospital utilization, and hospital financial performance. A total of 176 hospitals was selected from California State for this study. The standardized performance measures were used together with precisely defined specifications and standardized data collection protocols. First, an exploratory factor analysis with Varimax rotation was performed. The measurement prop-erties were then assessed in a confirmatory factor analysis (CFA). The analysis results show that quality had a significant effect on satisfaction, which, in turn, affected the financial performance. The results provide support for the previous findings indicated that service quality was positively associated with patient satisfaction and that satisfaction and utilization had a significant positive effect on financial performance. The analysis results provide support for the previous findings that hospital service quality is positively related to patient satisfaction. The findings also show that patient satisfaction and hospital utilization have a significant positive effect on hospital financial performance.

The aim of this study is to investigate the effect of the application of service quality on patient satisfaction in Jordanian hospitals using the SERVQUAL model. The study uses samples from Al Hussein Military Hospital in Jordan, where 350 questionnaires were distributed to the admitted patients. The study implements structural equation modeling to examine the effects of the SERVQUAL components; namely tangible, reliable, assurance, empathy and responsiveness on customer satisfaction. The results show that quality of service dimensions affected patient satisfaction. Moreover, the SERVQUAL model also appeared as an appropriate tool for assessing the quality of hospital medical services.

The purpose of this experiment is to investigate the effect of the environmental scent on the sensory and physical aspects of the consumer's experience. Samples were tested in a pre-test and post-test group for two days with one week interval. At the time of the post-test, the subjects were exposed to a gardening fragrance when exposed to customer service. In this paper, an independent variable called environmental notes and six dependent variables including feelings of comfort, perception of waiting time, perceived service quality, loyalty, charming sensation, and service satisfaction were used for testing. This research is, in terms of purpose or orientation, applied and operational, descriptive and experimental. In this study, alternative assumptions about the effect of the environmental scent on feelings of comfort, perception of waiting time, loyalty and charming sensation were approved, but the effect of the environmental scent on perceived service quality of service and service satisfaction were not approved. According to the results of this research, it can be said that consumers’ environmental perception had a positive impact on the sensory dimension of customer’s experience in customer service, but did not affect their physical experiences.

During the past few years, there have been various studies on the relationship between academic behavior, teaching and student retention but not much has been on administration staff and students. This study examined improving employees’ behavioural factors towards increasing students' loyalty. The paper explores the direct mediation and indirect mediation of employee behavioural factors leading to build student loyalty. More specifically the focus is on the constructs of service quality (SQLTY), need understanding (NEEDUND), intimacy (INTIMACY), and student loyalty (STLOY). This study depended on a positivist research paradigm. In this study, over 800 structured questionnaires were administered for research subjects. However, 743 were captured for the final analysis. The analytical tool used in this study is the ADANCO 2.0.1 software and in terms of statistical processing, the PLS-SEM technique was utilized. The two main takeaways from the direct relationships are that INTIMACY is a strong predictor of STLOY, and NEEDUND is also a strong predictor of SQLTY. The indirect mediations of INTIMACY on SQLTY and STLOY, INTIMACY on NEEDUND and STLOY, and SQLTY on NEEDUND and INTIMACY were all not supported. The study, like any academic work, has limitations. Despite these limitations, this study offers theoretical as well as practical values for the research community and administrators of universities and higher education administrators as a whole. For administrators of the universities and the higher education, the study points out the critical needs for administrators to better understand students’ loyalty and behaviours of employees during the service encounter, which could lead to intimacy and eventually student loyalty. The present study is innovated by quantitatively examining how the above mentioned behavioural factors of employees could lead to INTIMACY and STLOY.

This study evaluates the interactions among personal values, ability and service quality of all branches of two commercial banks (CIMB and Maybank) operating in Kuala Lumpur, Malaysia (N = 117 branches), which are the greatest financial services group with the highest ranking based on asset range and financial statistics. The results indicate a difference in Malaysian values context and priority compared with the previous studies performed in developed countries. Structural Equation Model (SEM) is applied to analyze the mediating role of ability among personal values and service quality. The results show a strong and positive effect of three dimensions of values, including self-enhancement, openness to change and conservation on service quality in direct and indirect effect. Also, research findings mention the employees’ ability as a behavior outcome plays a mediator role in the relationship between these three constructs of personal values and bank service quality. Implications of research findings are discussed, together with limitations and suggestions for future studies.

Information systems are essential resources for business organizations. Besides, user information satisfaction will have an impact on service quality. This research used a Myerscough study, which combined user information satisfaction and SERVQUAL instruments, which was to measure the quality of information system services and investigated the correlation between the quality of information system service and user satisfaction. The survey was conducted on traditional Batik and textile artisans in Central Java, Indonesia. The results of this research reported a model that is slightly in accordance with previous studies. The only variable, which influenced the quality of information system services through SERVQUAL was empathy. However, information system user satisfaction was proven to be affected by the quality of information system services. This study also recommends further research on better instruments for assessing the quality of information system services.

Customer focus strategy has shifted the way the businesses shape their customer satisfaction. Service oriented companies in general have been given a great emphasis and a significance care to both customer satisfaction and customer delight lately. However, the management decision of what to offer to gain customer happiness is still a challenge issue. To test such issue, this study develops and tests a set of new factors which shapes both customer satisfaction and delight within the UAE setting. The factors include perceived service value, perceived service quality, perceived price fairness in addition to perceived service recovery. Data were collected through survey using a structured questionnaire distributed to 420 customers over all 28 branches of Etisalat Company in Dubai. 350 valid questionnaires were analyzed using factor analysis along with correlation and regression. The results of the study indicate that perceived service value, perceived service quality, perceived price fairness and perceived service recovery could be considered as the critical success factors that can be used to shape and measure customer satisfaction and delight. The findings can be used as guidelines to retain customers and to enhance the business value especially when organizations service providers focusing more on what customer perceive rather than focusing on what to offer from products and/or services. Moreover, some managerial implications and a set of theoretical recommendations are suggested in the final part of this study.

SISKEUDES is a financial system used by the village government aimed at improving accountability, creating common perceptions in the delivery and application of various laws and regulations in the form of village financial management systems and procedures. Implementation of SISKEUDES helps us improve good corporate governance of village government in Indonesia. However, in the Village Assistance Report in Badung Regency in 2018 and 2019, there were input errors from planning, budgeting, administration and financial reporting. Based on this phenomenon, this study tested the predictor of successful application of the system. The measurement of SISKEUDES success is based on DeLone and McLean information system success model. This study examines the direct effect of system quality, information quality, service quality and quality of human resource on use, user satisfaction and net benefits. The sample determination technique uses purposive sampling with criteria of all SISKEUDES users in Badung Regency Village Government with a minimum of 1 year working experience. Data analysis uses Partial Least Square with SmartPLS 3. The results show that only system quality, information quality, and service quality have positive effects on user satisfaction, while the quality of human resources has no effect on user satisfaction. The quality of information, the quality of service, and the quality of human resources have positive effects on the use, while the quality of the system has no effect on the use. The quality of information, service quality, use and user satisfaction have positive effects on net benefits.