Formative and reflective measurement models for analysing transit service quality

2017 ◽  
Vol 10 (1) ◽  
pp. 107-127 ◽  
Author(s):  
Laura Eboli ◽  
Carmen Forciniti ◽  
Gabriella Mazzulla
Keyword(s):  
Service Quality ◽  
Transit Service ◽  
Measurement Models ◽  
Reflective Measurement

Structural Model of Service Quality Factors Affecting Loyalty Sustainability

2020 ◽  
Vol 11 (2) ◽  
Author(s):  
Eman Al-erqi ◽  
◽  
Mohd Lizam Mohd Diah ◽  
Najmaddin Abo Mosali ◽  
◽  
...  
Keyword(s):  
International Students ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Structural Model ◽  
Quality Factors ◽  
Factors Affecting ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
The University ◽  
The Impact

This study seeks to address the impact of service quality affecting international student's satisfaction towards loyalty tothe Universiti Tun Hussein Onn Malaysia(UTHM). The aim of thestudy is to develop relationship between service quality factor and loyalty to the university from the international students’ perspectives. The study adopted quantitative approach where data was collected through questionnaire survey and analysed statistically. A total of 246 responses were received and found to be valid. The model was developed and analysed using AMOS-SEM software. Confirmatory factor analysis (CFA) function of the software was to assessed the measurement models and found that all the models achieved goodness of fit. Then path analysis function was used to assessed structural model and found that service qualityfactors have a significant effect on the students’ satisfaction and thus affecting the loyaltyto the university. Hopefully the outcome form this study will benefit the university in providing services especially to the international students.

scholarly journals A Composite Index for Evaluating Transit Service Quality across Different User Profiles

2016 ◽  
Vol 19 (2) ◽  
pp. 128-153 ◽  
Author(s):  
Juan De Oña ◽  
◽  
Rocio De Oña ◽  
Francisco Diez-Mesa ◽  
Laura Eboli ◽  
...  
Keyword(s):  
Service Quality ◽  
Composite Index ◽  
User Profiles ◽  
Transit Service

Index numbers for monitoring transit service quality

2016 ◽  
Vol 84 ◽  
pp. 18-30 ◽  
Author(s):  
Juan de Oña ◽  
Rocío de Oña ◽  
Laura Eboli ◽  
Gabriella Mazzulla
Keyword(s):  
Service Quality ◽  
Index Numbers ◽  
Transit Service

scholarly journals Quality in bank service encounters

2017 ◽  
Vol 34 (9) ◽  
pp. 1431-1450 ◽  
Author(s):  
Chrysi Alexiadou ◽  
Nikolaos Stylos ◽  
Andreas Andronikidis ◽  
Victoria Bellou ◽  
Chris A. Vassiliadis
Keyword(s):  
Service Quality ◽  
Current Knowledge ◽  
Service Encounters ◽  
Front Line ◽  
Content Type ◽  
Bank Branches ◽  
Measurement Models ◽  
Confirmatory Factor ◽  
Research Designs ◽  
Need To Evaluate

Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any initiative toward quality enhancement in service encounters is advisable only when employees and customers evaluate quality utilizing common perceptual structures. Design/methodology/approach The study utilizes invariance analysis. The survey involved 165 bank branches and 1,522 respondents (463 front-line employees and 1,059 customers) and operationalized the same set of questions for both groups of participants. Multisample confirmatory factor analysis tested a series of measurement models. Findings Results revealed equivalence for tangibles, responsiveness and assurance but also mismatches between customers and front-line employees perceptions of reliability and empathy. Practical implications Findings add to current knowledge of how both groups of participants evaluate quality in service encounters and are discussed with reference to managerial consequences for perception-based quality mismatches. Originality/value So far only a few studies have simultaneously examined front-line employees’ and customers’ perceptions of service quality in service encounters. Unlike previous research designs, this study addresses the critical aspect of potential mismatches in how customers and employees perceive service quality, and presents a methodological procedure to detect them.

scholarly journals The effect of service attributes’ hierarchy on passengers’ segmentation. A light rail transit service case study

2016 ◽  
Author(s):  
Francisco Javier Diez de los Rios Mesa ◽  
Rocío De Oña López ◽  
Juan De Oña López
Keyword(s):  
Service Quality ◽  
Clustering Algorithm ◽  
Latent Class ◽  
Light Rail ◽  
Rail Transit ◽  
Light Rail Transit ◽  
Quality Factors ◽  
Analytical Technique ◽  
Transit Service ◽  
Satisfaction Rates

Market segmentation can help transit operators to identify groups of passengers that share particular characteristics and specific needs and requirements about the service. Traditionally, socioeconomic variables have been used to perform a simple segmentation, although satisfaction rates about service attributes were not similar among individuals belonging to a group. Cluster analysis emerges as a novel analytical technique for extracting passengers’ profiles. This paper investigates passengers’ profiles at the metropolitan Light Rail Transit service of Seville (Spain). Latent Class Clustering algorithm is applied and satisfaction rates about different service quality attributes are considered for the segmentation. Particularly, two different cluster analyses are accomplished: first level, with only socioeconomic attributes; and second level, with eight service quality factors and socioeconomic attributes. The service quality factors are obtained through a principal component analysis, at which, the large number of attributes describing the service is reduced into constructs underlying them. Equivalent satisfaction rates are calculated for these service factors. Then, homogeneous groups of passengers are obtained. Additionally, the main differences among cluster are identified.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3844

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