Bus contract costs, user perceived service quality and performance assessment

Importance-Performance Analysis (IPA) is a common approach usually applied in examining public satisfaction and has been adopted in the transportation sector to measure the quality of service provided by the public transport system. This study, therefore, investigated the relative important service quality attributes of bus systems among both public and private modes of transportation users in Banda Aceh in Indonesia. An urban bus system known as the “Trans Koetardja” was used as a case study and a questionnaire designed based on preference survey was applied. A total of 200 samples comprising of 100 bus users and 100 private mode users including cars and motorcycles were used for the preliminary study. Moreover, the IPA approach was used to evaluate the Trans Koetaradja service quality attributes based on importance and performance classification. The quadrant grid plot showed the need for the operators to allocate their resources towards improving their services by considering (a) an improvement in bus stop facilities, (b) enhancement in the route and accurate timetable, and (c) shortening bus travel time and waiting time in the bus stop.

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Factors Influencing International Students Behavioral Intention to Order Online Food Delivery Services

International Journal of Strategic Information Technology and Applications ◽

10.4018/ijsita.2019010102 ◽

2019 ◽

Vol 10 (1) ◽

pp. 23-39

Author(s):

Isaac Kofi Mensah

Keyword(s):

International Students ◽

Service Quality ◽

Behavioral Intention ◽

Food Delivery ◽

Perceived Service Quality ◽

Utaut Model ◽

Performance Expectancy ◽

Effort Expectancy ◽

Delivery Services ◽

And Performance

This study integrated culture (language) and perceived service quality into the UTAUT model to explore the intention of international students to order food online in China. The results have demonstrated that performance expectancy, effort expectancy, culture (language), and perceived service quality were all significant predictors of the intention of international students to order food online. Also, culture (language) was determined to influence the perceived service quality, effort expectancy, and performance expectancy of ordering food online. Performance expectancy, and effort expectancy were revealed to be significant predictors of perceived service quality. Furthermore, the intention to order food online was a determinant of the intention to recommend. The implications of these findings are discussed.

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Managing the perception of service quality; the importance of understanding differences between demographic and behavioural customer segments amongst theme park visitors

Facilities ◽

10.1108/f-01-2016-0016 ◽

2017 ◽

Vol 35 (9/10) ◽

pp. 486-510 ◽

Cited By ~ 3

Author(s):

Anestis Fotiadis ◽

Metin Kozak

Keyword(s):

Service Quality ◽

Time Allocation ◽

Theme Park ◽

Content Type ◽

Perceived Service Quality ◽

Performance Factors ◽

Quality Perceptions ◽

Cost Allocations ◽

Behavioural Factors ◽

And Performance

Purpose The aim of this study was to investigate the differences in the perception of service quality among various demographic and behavioural visitor segments within the theme park tourism market. Design/methodology/approach A quantitative survey was conducted using a structured questionnaire which was distributed to 655 theme park visitors. Different groups of visitors were identified through the use of cluster analysis based on the evaluation of both demographic variables and a number of behavioural factors associated with their characteristics in terms of “time and cost” allocations for visits to a theme park. Findings The findings confirm that differences in demographic characteristics significantly affect perceptions of visitors as demonstrated in the way they are likely to evaluate importance and performance factors in a theme park’s delivery of services. In contrast, behavioural segmentation in terms of time allocation and associated expenditure is unlikely to produce significant differences in the visitors’ perceptions of the level of service provided. Originality/value Although there are many studies related to visitors’ perceived service quality, none of them use the same methodology as applied in this study of theme park industry. The research results reveal important implications for the theme park industry because of this new understanding of the segmentation differences for visitor-perceived service quality. By directing attention of management to these differences, improvements in service quality perceptions can more readily be achieved.

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TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

Akuatik Jurnal Sumberdaya Perairan ◽

10.33019/akuatik.v13i2.1123 ◽

2019 ◽

Vol 13 (2) ◽

pp. 122-130

Author(s):

Dian ayunita Nugraheni nurmala Dewi

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Gap Analysis ◽

Quality Measurement ◽

Service Satisfaction ◽

Importance Value ◽

Auction House ◽

Participant Satisfaction ◽

And Performance ◽

Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

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TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

Jurnal Ilmiah Binaniaga ◽

10.33062/jib.v2i01.199 ◽

2018 ◽

Vol 2 (01) ◽

pp. 14

Author(s):

Eddy Supardi

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Descriptive Analysis ◽

Good Work ◽

Satisfaction Level ◽

Quality Service ◽

Analysis Method ◽

And Performance ◽

Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis. The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

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