Increasing Customer Satisfaction in Strategic Communication Studies: Excellence Awards in the Transportation Sector

The SARS Co V19 virus touched India in early 2020 and by March 20 the entire nation was in the process of observing a strict lockdown. The Covid 19 protocol in urban India came with a slew of restrictions on the citizens’ movement and traffic within cities. In May 2020, the lockdown was eased and the App Cab businesses of the Transportation Sector issued instructions to combat the pandemic while yet ferrying urban commuters efficiently, such as the compulsory sanitization of vehicle after each trip and a stringent check on the health records and hygiene levels of their drivers. In this paper, the 22- item multidimensional SERVQUAL instrument was used to generate an initial construct and Exploratory Factor Analysis revealed an underlying construct throwing light n the drivers of user satisfaction with relation to App Cab commute in Indian cities. KEY WORDS: Construct, Covid 19, Pandemic, App Cab, Customer Satisfaction, SERVQUAL

Download Full-text

Customer satisfaction and ISO 9001 improvement requirements in the supply chain

The TQM Journal ◽

10.1108/tqm-07-2017-0072 ◽

2019 ◽

Vol 31 (2) ◽

pp. 222-238 ◽

Cited By ~ 3

Author(s):

Branislav Tomic ◽

Vesna K. Spasojevic Brkic

Keyword(s):

Supply Chain ◽

Customer Satisfaction ◽

Supply Chains ◽

Internal Audit ◽

Iso 9001 ◽

Multinational Company ◽

Internal Auditing ◽

Content Type ◽

Preventive Actions ◽

Transportation Sector

PurposeThe purpose of this paper is to investigate the influence of ISO 9001 quality improvement requirements in ISO 9001:2008, i.e. the corrective and preventive actions and internal audit, on customer satisfaction.Design/methodology/approachFor the purposes of the study, data were collected via a survey on 200 aerospace and transportation companies that belong to a Canadian multinational company supply chain. The relationships between the corrective and preventive actions and internal auditing, on the one hand, and customer satisfaction, on the other, were examined via the structural equation modeling technique.FindingsThe major contribution of this study is that it has identified internal audit as the most influential continual improvement ISO 9001 requirement prior to the ISO 9001 transition phase, along with the corrective actions, while the preventive actions in the present formulation do not significantly influence customer satisfaction.Research limitations/implicationsThis study is based on a cross-sectional survey conducted on the supply chain level in the aerospace and transportation sector; hence, a longitudinal study is possible as a future research avenue. The generalizability of this study’s findings is limited to similar supply chains around a multinational company consisted of companies that have at least ISO 9001 standard, but also fulfill other industry-specific requirements. Also, findings are based mainly on quality managers’ attitudes, so future studies are recommended to examine other positions’ views, too.Practical implicationsThis research contributes to the literature and bridges the gap between theory and practice. It could be of value to both the certification bodies and the organizations that are interested in improving customer satisfaction by implementing ISO 9001 in the multinational supply chains context such as the aerospace and transportation sector.Originality/valueWhile the influence of the ISO 9001 standard on customer satisfaction has been the subject of prior research, this is the first time that the simultaneous effect of the corrective and preventive actions and internal auditing on customer satisfaction has been studied. The validity of the removal of preventive actions from ISO 9001:2015 has also been analyzed.

Download Full-text

Evaluation of the Quality of Service Muasalat Oman Company

Journal of Student Research ◽

10.47611/jsr.vi.911 ◽

2020 ◽

Author(s):

Ali Khaliah Al Bluish ◽

Hussin A.M Yahia

Keyword(s):

Customer Satisfaction ◽

Public Transportation ◽

Service Industry ◽

Raw Materials ◽

Factors Affecting ◽

Customer Perception ◽

The Public ◽

Transportation Sector ◽

Spss Software

Public transportation is one of the significant contributor towards the economic growth and development of a country as it facilitates the movement of people, labour, products and services and raw materials among others. With the increasing competition and options in the public transportation sector, the customers have become highly demands and expect to be served better by the companies. There are many factors affecting the customer perception and the customer satisfaction level considering the public transportation including the quality of the buses, timing and punctuality of the business. The aim of this research is to examine the degree of service quality and customer satisfaction in the transport service industry in Oman, a case on Mwasalat Bus Way Company. The data was collected via the questionnaire distributed among the medium among the travelers. The data collected has been transformed into numerical format for ease of analysis using the SPSS software 23. The researcher has relied on the software for conducting the reliability test, frequency distribution test, cross tabulation and correlation analysis for assessing the potential relationship between different variables of the study. The research finding has indicated that through Urban transportation sector in Oman is focused on offering high quality service to the customers, there is need for the sector to offer additional benefits to reflect their adoption of market trends as in the free Wi-Fi access while travelling, electronic devices charging points and the latest means of payments like over the phone among others.

Download Full-text