scholarly journals Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online

2021 ◽  
pp. 100667
Author(s):  
Nigel Halpern ◽  
Deodat Mwesiumo
Keyword(s):  
Service Quality ◽  
Service Failure ◽  
Passenger Satisfaction ◽  
The Impact

scholarly journals Passenger Satisfaction with the Quality of Service Offered at the Bandaranaike International Airport (BIA)

2020 ◽  
pp. 30-45
Author(s):  
D. G. E. K. P. K. Dambagolla ◽  
E. A. G. Sumanasiri
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Service Providers ◽  
Civil Aviation ◽  
Sri Lankan ◽  
Five Dimensions ◽  
International Airport ◽  
Passenger Satisfaction ◽  
Quality Dimensions ◽  
The Impact

Aim: Bandaranaike International Airport (BIA) is important in the development of the Sri Lankan economy. To remain competitive in the service sector it is essential to focus more on improving service quality as it directly creates greater customer satisfaction. In respect of international airports satisfied passengers often revisit a destination thus increasing micro and macro level income and profitability. Hence, satisfied and loyal passengers are an important factor in remaining competitive among international airports. Although there is ample research that explores service quality and passenger satisfaction with airports, research is sparse in regard to Sri Lanka. Hence, the aim of this study is to identify the most important service quality dimensions influencing passenger satisfaction at BIA and to examine the relationship between each SERVQUAL dimension on passenger satisfaction. Place and Duration of Study: Bandaranaike International Airport (BIA) between April to July 2019. Methodology: The sample for this study consisted of 150 passengers at BIA and a five-point Likert scale questionnaire was developed for this study based on the SERVQUAL model to analyse the impact of the five dimensions (reliability responsiveness, assurance, empathy and tangibility) of service quality at BIA. A quantitative approach was used and questionnaires were distributed by hand as well as by electronically using Facebook, Messenger, WhatsApp, Viber and Email. The data was analysed using SPSS Version 23.0. Results: The regression model confirmed that tangibility, assurance and empathy contributed to passenger satisfaction. The findings of this study could be used by passengers, researchers, service providers, civil aviation authorities and other decision makers for their decision-making purposes.

scholarly journals Impact of Train and Station Types on Perceived Quality of Rail Service

2017 ◽  
Vol 2648 (1) ◽  
pp. 51-59 ◽  
Author(s):  
Fredrik Monsuur ◽  
Marcus Enoch ◽  
Mohammed Quddus ◽  
Stuart Meek
Keyword(s):  
Service Quality ◽  
High Speed ◽  
Negative Impact ◽  
Sociodemographic Factors ◽  
Long Distance ◽  
High Speed Rail ◽  
Passenger Satisfaction ◽  
Train Services ◽  
The Impact ◽  
Age Category

This paper highlights the impact of train and station types in the evaluation of service quality. A range of relevant trip and sociodemographic factors was taken into account. A partial constrained proportional odds model (an extension of the ordered logit model) was applied to data extracted from the 32nd wave of the National Rail Passenger Survey conducted in spring 2015. This survey constituted about 30,000 trip-level observations of passenger satisfaction with rail services across Great Britain. The results indicated that the impact of train type on service quality was significant. With regard to the type of train services, the modeling results indicated that high-speed rail, long-distance rail, interurban rail, and, especially, open-access operators were more likely to have satisfied customers as compared with commuter and rural railway services. With regard to stations, users of the smallest station category were more likely to be satisfied than users of larger stations, but other station types did not significantly affect satisfaction. Delays had a significant negative impact on satisfaction levels. With regard to passenger segments, respondents in the oldest age category were more likely to be satisfied than respondents in the youngest age category, and commuters were less likely to be satisfied than respondents on a business or leisure trip. Overall, these results show how train operating companies might best focus their efforts on improving passenger satisfaction according to train type, station type, trip stage, and user segment.

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

2020 ◽  
Vol 2 (1) ◽  
pp. 1-5
Author(s):  
Ammar Ahmed ◽  
Rafat Naseer ◽  
Muhammad Asadullah ◽  
Hadia Khan
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Service Sector ◽  
Customer Retention ◽  
Price Fairness ◽  
Policy Makers ◽  
Restaurant Management ◽  
The Subject ◽  
Research Propositions ◽  
The Impact

In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.

THE IMPACT OF COMPARATIVE PRICE ON CONSUMER TOLERANCE FOR SERVICE FAILURE

2018 ◽  
Vol 2018 ◽  
pp. 572-572
Author(s):  
Hailong Yang ◽  
◽  
Yuanyu Zhang ◽  
Liangjing Che
Keyword(s):  
Service Failure ◽  
The Impact

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

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.

The impact of mobile travel service quality on tourists’ evaluations in China

2018 ◽  
Vol 77 ◽  
pp. 1-14 ◽  
Author(s):  
Na Wei ◽  
Dong-Seok Cho ◽  
Earl L. Reid ◽  
Hae-Young Lee
Keyword(s):  
Service Quality ◽  
The Impact
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