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Influence of Vaccine Drive Thru Service Qualityon Perceived Value and Customer Satisfaction
Corresponding Author(s) : Nandhita Evieta Berliana
Proceedings Universitas Muhammadiyah Yogyakarta Undergraduate Conference,
Vol. 3 No. 1 (2023): Crafting Innovation for Global Benefit
Abstract
This type of research is research that uses a quantitative approach. By using this approach, significant results will be obtained for the variables to be examined by formulating a hypothesis to determine whether it is accepted or rejected. This research is intended to test the influence of vaccine drive thru service quality on perceived value and customer satisfaction. The purpose of this study is to analyze the influence of the quality of the physical environment, the quality of online registration, and the quality-of-service officers on perceived value and its consequences on customer satisfaction. The subjects in this study were drive thru vaccine participants at Muhammadiyah University of Yogyakarta. In this study, a sample of 200 respondents and the analysis tool used is the Structural Equation Model (SEM) through the AMOS program version 26. This study failed to prove the influence of the quality of the physical environment on customer perceived value in the Covid-19 vaccination drive thru service. This cannot be generalized to other types of services. Therefore, future research can examine types of services other than drive through so that they can be generalized to other types of services.
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- Alumran, A., Almutawa, H., Alzain, Z., Althumairi, A., & Khalid, N. (2021). Comparing public and private hospitals’ service quality. Journal of Public Health.
- Anam, N., & Hendikawati, P. (2014). Aplikasi matrix labolatory untuk perhitungan sistem antrian dengan server tunggal dan majemuk. Scientific Journal of Informatics.
- Andreas, C., & Yuniati, T. (2016). Pengaruh kualitas produk terhadap loyalitas pelanggan dengan kepuasan sebagai variabel intervening. Jurnal Ilmu dan Riset Manajemen (JIRM), 5(5).
- Anggrainie, N., Arifaina, A. L., & Damayanti, T. (2022). Faktor-Faktor yang Mempengaruhi Minat Beli Ulang Konsumen di Masa Pandemi COVID 19 pada Makanan Cepat Saji MCDonald’s. Jurnal Akuntansi dan Manajemen Bisnis, 2(1), 19-28.
- Ariani, D. W. (2015). Employee satisfaction and service quality: Is there relations. International journal of business research and management, 33-34.
- Ataburo, H., Muntaka, A. S., & Quansah, E. K. (2017). Linkages among e-service quality, satisfaction, and usage of e-services within higher educational environments. International Journal of Business and Social Research, 7(3), 10-26.
- Bolsewicz, K. T., Steffens, M. S., Bullivant, B., King, C., & Beard, F. (2021). “To protect myself, my friends, family, workmates and patients… and to play my part”: COVID-19 Vaccination perceptions among health and aged care workers in New South Wales, Australia. International journal of environmental research and public health.
- Carrico, R. M., Fshea, C., McKinney, W. P., Nicholas Adam Watson, J. D., Wiemken, T., & Myers, J. (2012). Drive-thru influenza immunization: fifteen years of experience. Journal of Emergency Management, 10(3).
- Chimaladinne, L., & Sonti, N. (2017). Automatic token allocation system through mobile in primary care. International Conference on Energy, Communication, Data Analytics and Soft Computing (ICECDS).
- Cho, Y. C., & Sagynov, E. (2015). Exploring factors that affect usefulness, ease of use, trust, and purchase intention in the online environment. International journal of management & information systems, 19(1), 21-36.
- Damayanti, N., & Dewi, Y. R. (2021). Corporate Social Responsibility (CSR) PT. GRAB Indonesia di Era New Normal Masa Pandemi COVID-19. Jurnal Pustaka Komunikasi, 4(2).
- De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application. Cogent Business & Management, 7(1).
- De Polo, A., Schiavon, C., Brancher, M., Cian, S., Zallot, C., Pupo, A., . . . Cinquetti, S. (2020). Drive-through vaccinations proved successful in immunizing mountain communities against tick-borne encephalitis during the COVID-19 pandemic. Journal of Preventive Medicine and Hygiene, 61(4).
- Demir, A., Maroof, L., Khan, N. U., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from the higher education sector. Journal of Applied Research in Higher Education.
- Doleck, T., Bazelais, P., & Lemay, D. J. (2017). Examining CEGEP students’ acceptance of computer-based learning environments: A test of two models. Education and Information Technologies.
- Dwi, W. (2021, Agustus 9). Gelar Vaksinasi Drive Thru, Universitas Muhammadiyah Yogyakarta Suntik 2000 Mahasiswa. Retrieved from https://surabaya.jatimnetwork.com/nasional/pr-52731173/gelar-vaksinasi-drive-thru-universitas-muhammadiyah-yogyakarta-suntik-2000-mahasiswa.
- Fauzi, M. R., & Mandala, K. (2019). Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Inovasi Produk Terhadap Kepuasan Untuk Meningkatkan Loyalitas Pelanggan. E-Jurnal Manajemen, Vol. 8, No. 11.
- Garcia-Fernandez, J., Galvez-Ruiz, P., Fernandez-Gavira, J., Velez-Colon, L., Pitts, B., & Bernal-Garcia, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review.
- Gerges, S., Gudzak, V., Bowles, S., Logeman, C., Fadaleh, S. A., & Taddio, A. (2022). Experiences of community pharmacists administering COVID-19 vaccinations: A qualitative study. Canadian Pharmacists Journal/Revue des Pharmaciens du Canada.
- Ghozali, I. (2017). Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS 24. Semarang: Badan Penerbit Universitas Diponegoro.
- Gomez-Carmona, D., Paramio, A., Cruces-Montes, S., & Marin-Duenas, P. P. (2022). Impact of COVID-19 prevention measures on health service quality, perceived value, and user satisfaction. A structural equation modelling (SEM) approach. Atención Primaria.
- Ha, J., & Jang, S. S. (2012). The effects of dining atmospherics on behavioral intentions through quality perception. Journal of Services Marketing.
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. United Kingdom: Cengage Learning.
- Haryono, S., & Wardoyo, P. (2015). Structural Equation Modeling Untuk Penelitian Manajemen Menggunakan AMOS 18. Bekasi: PT. Intermedia Personalia Utama.
- Heizer, J., Render, B., & Munson, C. (2019). Operations Management: Sustainability and Supply Chain Management, 13th Edition. United States: Pearson.
- Ika. (2021, Juli 31). Menkes Apresiasi Pelaksanaan Vaksinasi Drive Thru di UGM. Retrieved from https://www.ugm.ac.id/id/berita/21456-menkes-apresiasi-pelaksanaan-vaksinasi-drive-thru-di-ugm.
- Kotler, P., & Keller, K. (2016). Marketing Management, 15th edition. United States: Pearson.
- Lin, C.-F., Fu, Y.-C., Lin, L.-S., & Fu, C.-S. (2022). Minimal Human Interaction in Hospitals: Effective Online Registration System Design. SAGE Open.
- Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International journal of innovation, management and technology, 1(4).
- Nambisan, P., & Watt, J. H. (2011). Managing customer experiences in online product communities. Journal of Business Research.
- Oh, D., Yoo, M. M., & Lee, Y. (2019). A holistic view of the service experience at coffee franchises: A cross-cultural study. International Journal of Hospitality Management.
- Ozkan, P., Suer, S., Keser, I. K., & Kocakoç, I. D. (2019). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing.
- Pai, C. K., Lee, T., & Kang, S. (2021). Examining the Role of Service Quality, Perceived Values, and Trust in Macau Food Festival. International Journal of Environmental Research and Public Health.
- Pakurar, M., Haddad, H., Nagy, J., Popp, J., & Olah, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability.
- Pamungkas, G., & Utami, R. W. (2022). Hubungan Persepsi Kualitas Pelayanan Vaksinasi Covid-19 dengan Kepuasan Peserta Vaksinasi di UPT Puskesmas Sekeloa Kota Bandung Tahun 2021. Jurnal Sehat Masada.
- Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
- Parasuraman, A., Zeithaml, V., & Berry, L. (2002). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: critical concepts, 64(1), 140.
- Puspita, E., Werdani, K. E., & KM, S. (2018). Evaluasi Penerapan Pendaftaran Online Di Rumah Sakit Mata Solo. Doctoral dissertation, Universitas Muhammadiyah Surakarta.
- Rahardja, U., Harahap, E. P., & Anjani, D. (2018). Pemanfaatan Rinfogroup Sebagai Media Diskusi Dan Penilaian Keaktifan Mahasiswa. SISFOTENIKA.
- Rose, O., Erzkamp, S., Schobel, W., Grajeda, M., & Koberlein–Neu, J. (2022). COVID-19 vaccinations in German pharmacies: A survey on patient and provider satisfaction. Vaccine.
- Rujichinnawong, R., & Saelee, A. (2021). Student opinion on the online registration system on SKY System, Mahidol University International College.
- Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International journal of contemporary hospitality management.
- Sekaran, U., & Bougie, R. (2017). Research Methods for Business. United Kingdom: John Wiley & Sons Ltd.
- Slack, N. J., Singh, G., Ali, J., Lata, R., Mudaliar, K., & Swamy, Y. (2020). Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions. British Food Journal Vol. 123 No. 4.
- Suryanto, Handyani, N. S., & Riani, N. (2019). Mengadopsi Layanan McDonald’s sebagai Alternatif Layanan Perpustakaan di Masa Pandemi Covid-19. PUSTABIBLIA: Journal of Library and Information Science.
- Taylor, S. E. (2011). Social Support: A Review.
- Thomas, F. S. (2016). Managing Quality: Integrating the Supply Chain, 6th Edition. United States: Pearson.
- Wang, C., & Teo, T. (2020). Online service quality and perceived value in mobile government. International Journal of Information.
- Wibisono, N., Senalasari, W., & Elliott-White, M. (2022). An Investigation of the Physical Environment and Employee Performance toward Customer Satisfaction in the Luxury Hotel: A Study in Bandung, Indonesia. Journal of Marketing Innovation (JMI), 2(1).
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Service Marketing. America: Mc Graw Hall.
- Zhang, M., Zhang, C., Sun, Q., Cai, Q., Yang, H., & Zhang, Y. (2014). Questionnaire survey about use of an online appointment booking system in one large tertiary public hospital outpatient service center in China. BMC medical informatics and decision making.
References
Alumran, A., Almutawa, H., Alzain, Z., Althumairi, A., & Khalid, N. (2021). Comparing public and private hospitals’ service quality. Journal of Public Health.
Anam, N., & Hendikawati, P. (2014). Aplikasi matrix labolatory untuk perhitungan sistem antrian dengan server tunggal dan majemuk. Scientific Journal of Informatics.
Andreas, C., & Yuniati, T. (2016). Pengaruh kualitas produk terhadap loyalitas pelanggan dengan kepuasan sebagai variabel intervening. Jurnal Ilmu dan Riset Manajemen (JIRM), 5(5).
Anggrainie, N., Arifaina, A. L., & Damayanti, T. (2022). Faktor-Faktor yang Mempengaruhi Minat Beli Ulang Konsumen di Masa Pandemi COVID 19 pada Makanan Cepat Saji MCDonald’s. Jurnal Akuntansi dan Manajemen Bisnis, 2(1), 19-28.
Ariani, D. W. (2015). Employee satisfaction and service quality: Is there relations. International journal of business research and management, 33-34.
Ataburo, H., Muntaka, A. S., & Quansah, E. K. (2017). Linkages among e-service quality, satisfaction, and usage of e-services within higher educational environments. International Journal of Business and Social Research, 7(3), 10-26.
Bolsewicz, K. T., Steffens, M. S., Bullivant, B., King, C., & Beard, F. (2021). “To protect myself, my friends, family, workmates and patients… and to play my part”: COVID-19 Vaccination perceptions among health and aged care workers in New South Wales, Australia. International journal of environmental research and public health.
Carrico, R. M., Fshea, C., McKinney, W. P., Nicholas Adam Watson, J. D., Wiemken, T., & Myers, J. (2012). Drive-thru influenza immunization: fifteen years of experience. Journal of Emergency Management, 10(3).
Chimaladinne, L., & Sonti, N. (2017). Automatic token allocation system through mobile in primary care. International Conference on Energy, Communication, Data Analytics and Soft Computing (ICECDS).
Cho, Y. C., & Sagynov, E. (2015). Exploring factors that affect usefulness, ease of use, trust, and purchase intention in the online environment. International journal of management & information systems, 19(1), 21-36.
Damayanti, N., & Dewi, Y. R. (2021). Corporate Social Responsibility (CSR) PT. GRAB Indonesia di Era New Normal Masa Pandemi COVID-19. Jurnal Pustaka Komunikasi, 4(2).
De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application. Cogent Business & Management, 7(1).
De Polo, A., Schiavon, C., Brancher, M., Cian, S., Zallot, C., Pupo, A., . . . Cinquetti, S. (2020). Drive-through vaccinations proved successful in immunizing mountain communities against tick-borne encephalitis during the COVID-19 pandemic. Journal of Preventive Medicine and Hygiene, 61(4).
Demir, A., Maroof, L., Khan, N. U., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from the higher education sector. Journal of Applied Research in Higher Education.
Doleck, T., Bazelais, P., & Lemay, D. J. (2017). Examining CEGEP students’ acceptance of computer-based learning environments: A test of two models. Education and Information Technologies.
Dwi, W. (2021, Agustus 9). Gelar Vaksinasi Drive Thru, Universitas Muhammadiyah Yogyakarta Suntik 2000 Mahasiswa. Retrieved from https://surabaya.jatimnetwork.com/nasional/pr-52731173/gelar-vaksinasi-drive-thru-universitas-muhammadiyah-yogyakarta-suntik-2000-mahasiswa.
Fauzi, M. R., & Mandala, K. (2019). Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Inovasi Produk Terhadap Kepuasan Untuk Meningkatkan Loyalitas Pelanggan. E-Jurnal Manajemen, Vol. 8, No. 11.
Garcia-Fernandez, J., Galvez-Ruiz, P., Fernandez-Gavira, J., Velez-Colon, L., Pitts, B., & Bernal-Garcia, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review.
Gerges, S., Gudzak, V., Bowles, S., Logeman, C., Fadaleh, S. A., & Taddio, A. (2022). Experiences of community pharmacists administering COVID-19 vaccinations: A qualitative study. Canadian Pharmacists Journal/Revue des Pharmaciens du Canada.
Ghozali, I. (2017). Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS 24. Semarang: Badan Penerbit Universitas Diponegoro.
Gomez-Carmona, D., Paramio, A., Cruces-Montes, S., & Marin-Duenas, P. P. (2022). Impact of COVID-19 prevention measures on health service quality, perceived value, and user satisfaction. A structural equation modelling (SEM) approach. Atención Primaria.
Ha, J., & Jang, S. S. (2012). The effects of dining atmospherics on behavioral intentions through quality perception. Journal of Services Marketing.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. United Kingdom: Cengage Learning.
Haryono, S., & Wardoyo, P. (2015). Structural Equation Modeling Untuk Penelitian Manajemen Menggunakan AMOS 18. Bekasi: PT. Intermedia Personalia Utama.
Heizer, J., Render, B., & Munson, C. (2019). Operations Management: Sustainability and Supply Chain Management, 13th Edition. United States: Pearson.
Ika. (2021, Juli 31). Menkes Apresiasi Pelaksanaan Vaksinasi Drive Thru di UGM. Retrieved from https://www.ugm.ac.id/id/berita/21456-menkes-apresiasi-pelaksanaan-vaksinasi-drive-thru-di-ugm.
Kotler, P., & Keller, K. (2016). Marketing Management, 15th edition. United States: Pearson.
Lin, C.-F., Fu, Y.-C., Lin, L.-S., & Fu, C.-S. (2022). Minimal Human Interaction in Hospitals: Effective Online Registration System Design. SAGE Open.
Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International journal of innovation, management and technology, 1(4).
Nambisan, P., & Watt, J. H. (2011). Managing customer experiences in online product communities. Journal of Business Research.
Oh, D., Yoo, M. M., & Lee, Y. (2019). A holistic view of the service experience at coffee franchises: A cross-cultural study. International Journal of Hospitality Management.
Ozkan, P., Suer, S., Keser, I. K., & Kocakoç, I. D. (2019). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing.
Pai, C. K., Lee, T., & Kang, S. (2021). Examining the Role of Service Quality, Perceived Values, and Trust in Macau Food Festival. International Journal of Environmental Research and Public Health.
Pakurar, M., Haddad, H., Nagy, J., Popp, J., & Olah, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability.
Pamungkas, G., & Utami, R. W. (2022). Hubungan Persepsi Kualitas Pelayanan Vaksinasi Covid-19 dengan Kepuasan Peserta Vaksinasi di UPT Puskesmas Sekeloa Kota Bandung Tahun 2021. Jurnal Sehat Masada.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
Parasuraman, A., Zeithaml, V., & Berry, L. (2002). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: critical concepts, 64(1), 140.
Puspita, E., Werdani, K. E., & KM, S. (2018). Evaluasi Penerapan Pendaftaran Online Di Rumah Sakit Mata Solo. Doctoral dissertation, Universitas Muhammadiyah Surakarta.
Rahardja, U., Harahap, E. P., & Anjani, D. (2018). Pemanfaatan Rinfogroup Sebagai Media Diskusi Dan Penilaian Keaktifan Mahasiswa. SISFOTENIKA.
Rose, O., Erzkamp, S., Schobel, W., Grajeda, M., & Koberlein–Neu, J. (2022). COVID-19 vaccinations in German pharmacies: A survey on patient and provider satisfaction. Vaccine.
Rujichinnawong, R., & Saelee, A. (2021). Student opinion on the online registration system on SKY System, Mahidol University International College.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International journal of contemporary hospitality management.
Sekaran, U., & Bougie, R. (2017). Research Methods for Business. United Kingdom: John Wiley & Sons Ltd.
Slack, N. J., Singh, G., Ali, J., Lata, R., Mudaliar, K., & Swamy, Y. (2020). Influence of fast-food restaurant service quality and its dimensions on customer perceived value, satisfaction and behavioural intentions. British Food Journal Vol. 123 No. 4.
Suryanto, Handyani, N. S., & Riani, N. (2019). Mengadopsi Layanan McDonald’s sebagai Alternatif Layanan Perpustakaan di Masa Pandemi Covid-19. PUSTABIBLIA: Journal of Library and Information Science.
Taylor, S. E. (2011). Social Support: A Review.
Thomas, F. S. (2016). Managing Quality: Integrating the Supply Chain, 6th Edition. United States: Pearson.
Wang, C., & Teo, T. (2020). Online service quality and perceived value in mobile government. International Journal of Information.
Wibisono, N., Senalasari, W., & Elliott-White, M. (2022). An Investigation of the Physical Environment and Employee Performance toward Customer Satisfaction in the Luxury Hotel: A Study in Bandung, Indonesia. Journal of Marketing Innovation (JMI), 2(1).
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Service Marketing. America: Mc Graw Hall.
Zhang, M., Zhang, C., Sun, Q., Cai, Q., Yang, H., & Zhang, Y. (2014). Questionnaire survey about use of an online appointment booking system in one large tertiary public hospital outpatient service center in China. BMC medical informatics and decision making.