P-TRANSQUAL: a service quality model of public land transport services

2015 ◽  
Vol 32 (6) ◽  
pp. 534-558 ◽  
Author(s):  
I Gede Mahatma Yuda Bakti ◽  
Sik Sumaedi
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Public Transport ◽  
Survey Method ◽  
Public Land ◽  
Quality Model ◽  
Content Type ◽  
Transport Services ◽  
The Stability

Purpose – The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services. Design/methodology/approach – This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’s α analysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested. Findings – A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia. Research limitations/implications – This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures. Practical implications – Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage. Originality/value – This paper has tested a new model of service quality for public transport services, especially paratransit services.

Performance-based service quality model in postgraduate education

2017 ◽  
Vol 34 (5) ◽  
pp. 626-648 ◽  
Author(s):  
Magdy A. Khalaf ◽  
Nevien Khourshed
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Postgraduate Education ◽  
Point Of View ◽  
Survey Method ◽  
Quality Model ◽  
Content Type ◽  
Postgraduate Students ◽  
Validity Tests

Purpose The purpose of this paper is to promote and analytically verify an advanced assessment design to evaluate service quality (SQ) especially in postgraduate higher education. Design/methodology/approach This research adopts a quantitative approach through a survey method. A structured questionnaire was designed as a means for collecting data. Data were collected from 182 postgraduate students in an Egyptian higher education university. Data were examined by exploratory factor analysis to pinpoint the main irregularities explained by the extracted factors. Then, confirmatory factor analysis was carried out to filter the ratios and empirically test the assessment efficiency of the developed model. Findings The final model consists of 33 items loaded into eight dimensions for measuring performance-based SQ of the postgraduate higher education. The results are satisfactory in terms of unidimensionality, trustworthiness, and validity tests. Research limitations/implications Although the empirical results are significant, a comparative study can identify relative strengths and weaknesses of this model. Practical implications For improving postgraduate higher education institutions’ quality, this paper highlights some dimensions and attributes that should be considered. Originality/value The literature proposes that there is an opportunity to handle SQ from the point of view of postgraduate students covering different contexts to further build a more comprehensive structure specifically for postgraduate higher education SQ. This paper deals with this research gap with analytical confirmation within the context of postgraduate programs in an Egyptian university.

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

Service quality dimensions of ride-sourcing services in Indian context

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tejas R. Shah
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Reliability And Validity ◽  
Mobile App ◽  
Security And Privacy ◽  
Content Type ◽  
Indian Context ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThis paper aims to identify the dimensions of service quality in the case of ride-sourcing services in Indian context.Design/methodology/approachThe service quality dimensions of ride-sourcing services are identified using an exploratory factor analysis (EFA). Further, the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.FindingsThe service quality dimensions of ride-sourcing services are identified: comfort, internal environment, safety and personnel, mobile convenience and reliability, mobile system efficiency and availability, mobile customer service and billing and mobile security and privacy.Research limitations/implicationsThe various dimensions are identified to measure service quality of ride-sourcing services in India. So, these dimensions can be tested for ride-sourcing services of countries having similar culture as India.Practical implicationsThe proposed dimensions can be used as a diagnostic tool to identify and compare important criteria for service quality of ride-sourcing services.Originality/valueMost relevant studies about dimensions of service quality for ride-sourcing services do not have stable factor structure. The dimensions identified include the traditional taxi service quality and mobile app service quality, which are not covered in current literature.

A structural equation model of effective variables on service quality in capital industrial goods sector

2014 ◽  
Vol 6 (1) ◽  
pp. 30-42 ◽  
Author(s):  
Seyed Hamid Reza Ghasemian ◽  
Naser Azad ◽  
Hamid Seyedaliakbar
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Quality Model ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery Company that is one of the biggest manufacturers of plastic machinery in Iran and China. Design/methodology/approach – The statistics population included all customers of Aras Haitian Company in 2012 that were scattered in whole Iran and all of them are manufacturers of industrial goods. And finally 102 customers chose by using simple random sampling method. The way of SPSS statistical analysis software was used for exploratory factor analysis and LISREL software for structural equation model (SEM). Findings – Results indicated that there were three new factors (customer perception, customer relation and specialized competencies) that affected on perceived service quality of customers in capital industrial goods sector. The findings showed that these three factors were measured by ten subdimensions through a SEM. Originality/value – This study is the first to explore the effective variables on perceived service quality in capital industrial goods sector with viewpoint of service dominant logic in Iran andalso proposed the first SEM under the rubric of industrial service quality model in this section.

The impact of the quality of the bus fleet in the implementation of strategy of sustainable development of a region

2015 ◽  
Vol 26 (4) ◽  
pp. 471-484 ◽  
Author(s):  
Przemyslaw Misiurski
Keyword(s):  
Sustainable Development ◽  
Public Transport ◽  
Transport Policy ◽  
Content Type ◽  
Transport Services ◽  
The Impact ◽  
Eu Transport Policy ◽  
The Eu

Purpose – The purpose of this paper is to present the condition of the bus fleet operated by the bus companies and its impact on the passengers’ decision about the choice of means of transport in the light of the strategy of sustainable development of a region and the European Union (EU) transport policy. Design/methodology/approach – The paper reviews the legal documents of the EU relating to the implementation of the strategy of sustainable development of a region in a public transport. It shows the current condition of research on the shape of the bus fleet in bus companies in Poland, and on the basis of the analysis performed, it indicates the status of its operation and use. It also shows the results of a survey on factors which direct passengers when choosing a means of transport. Findings – The paper shows that the condition of the bus fleet is of great importance to the quality of transport services provided by the bus company and, as a result, to the implementation of sustainable development policy in a region. Practical implications – By pointing to the fact that the aim of the EU transport policy is to increase the role of public transport, strategic action should be taken to renew the bus fleet in the bus companies. Originality/value – The paper presents the need to adapt the condition of the bus fleet to the requirements of its passengers, which in turn will improve the attractiveness of bus transport and will increase the role of public transport in passenger transportation.

A two-phase multiobjective optimization for benchmarking and evaluating service quality in banks

2018 ◽  
Vol 11 (4) ◽  
pp. 446-470 ◽  
Author(s):  
Femi Emmanuel Ayo
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Multiobjective Optimization ◽  
Optimization Model ◽  
Influential Factors ◽  
Quality Model ◽  
Two Phase ◽  
Content Type ◽  
Banking Service ◽  
Reliable Scale

PurposeService quality is an evaluation of how well a delivered service meets customers’ expectations. The purpose of this paper is to provide a reliable scale of measurement for service quality in banks.Design/methodology/approachThe SERVQUAL model was adopted based on a Banking Service Quality (BSQ) model and a two-phase multiobjective optimization model was designed. A structured questionnaire with five-point Likert scale was administered with a 93 percent response rate of 270 sample size. A total of 22 variables were considered based on the BSQ model and the significance of these variables to customers’ satisfaction were investigated. Factor analysis was used to extract the most influential factors on the measure of service quality and four factors were selected namely: they deliver when promised, precision on account statements, queues that move rapidly and sufficient number of ATMs per branch. In order to determine the reliability of the multiple Likert questions in the survey, Cronbach’sαwas used indicating a scale reliability of 0.743. Moreover, multiple regression analysis was carried out on the selected factors to design an objective function for the design and evaluation of service quality model. The model design used for benchmarking was done using multiobjective genetic algorithm in MATLAB. Similarly, the model evaluation was done in a java interface using multiobjective particle swamp optimization.FindingsThe evaluation results validated the designed model and showed that the factors they deliver when promised and queues that move rapidly are a more reliable scale of measurement for customer’s satisfaction than the factors precision on account statements and sufficient number of ATMs per branch.Research limitations/implicationsThe implication of the results is that effectiveness and assurance combined with access is a more significant factor for measuring customers’ satisfaction than tangibles based on the BSQ model.Originality/valueThe introduction of a two-phase optimization model for model benchmarking and evaluation as compared to ordinary factor analysis of the dimension constructs.

The integrated model of theory planned behavior, value, and image for explaining public transport passengers’ intention to reuse

2016 ◽  
Vol 27 (2) ◽  
pp. 124-135 ◽  
Author(s):  
Sik Sumaedi ◽  
Medi Yarmen ◽  
I Gede Mahatma Yuda Bakti ◽  
Tri Rakhmawati ◽  
Nidya J Astrini ◽  
...  
Keyword(s):  
Planned Behavior ◽  
Public Transport ◽  
Behavioral Control ◽  
Perceived Value ◽  
Subjective Norm ◽  
The Other ◽  
Perceived Behavioral Control ◽  
Content Type ◽  
Transport Services ◽  
The Stability

Purpose – The purpose of this paper is to investigate the simultaneous effect of attitude, subjective norm, perceived behavioral control (PBC), perceived value, and image on public transport passengers’ intention to reuse. Design/methodology/approach – The empirical data were collected through survey. The respondents of the survey are 293 public transport passengers in Tangerang, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings – The findings showed that attitude, subjective norm, and image influence public transport passengers’ intention to reuse. However, this research also found that perceived value and PBC does not influence public transport passengers’ intention to reuse significantly. Research limitations/implications – The survey was only conducted at one area in Indonesia. In addition, convenience sampling method was employed. These conditions may cause that the research results cannot be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Practical/implications – Public transport service managers need to pay attention to attitude, subjective norm, and image in order to ensure public transport passengers’ intention to reuse public transport services. Originality/value – This study is believed to be the first to develop and test public transport passengers’ intention to reuse model that integrated theory of planned behavior with perceived value and image.

SERVQUAL application and adaptation for educational service quality assessments in Russian higher education

2016 ◽  
Vol 24 (3) ◽  
pp. 329-348 ◽  
Author(s):  
Railya B. Galeeva
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Alternative Methods ◽  
Quality Analysis ◽  
Survey Method ◽  
Educational Service ◽  
Difference Scores ◽  
Content Type ◽  
Quality Assessments

Purpose The purpose of this study is to demonstrate an adaptation of the SERVQUAL survey method for measuring the quality of higher educational services in a Russian university context. We use a new analysis and a graphical technique for presentation of results. Design/methodology/approach The methodology of this research follows the classic SERVQUAL method in terms of data acquisition but provides a new approach for data analysis and presentation of findings. The technique is intended to improve upon the original method by including an importance-quality analysis grid and extending it with an innovative graphical tool for presenting results to decision-makers that is based on area-based ratios rather than difference scores. Findings The report includes survey results of two waves of research conducted in 2009 and 2014. Each wave consisted of 1,000 respondents from 20 branches of study and 11 higher education institutions, respectively. Research limitations/implications It is argued that the SERVQUAL method can be improved significantly with the proposed technique. However, the validity and reliability of the importance, expectation and perception summary scores need to be further investigated. Also, alternative methods for quality assessment (SERVPERF/HEdPERF) should be tested and compared with the modified SERVQUAL method in Russian and other international education contexts. Practical implications Educational service quality assessments allow the management to acquire an image of the overall quality of an institution, as well as its strengths and weaknesses, thereby improving its strategic positioning to make improvements. It is hoped that the proposed improvement to the SERVQUAL technique will increase adoption of the method among academic institutions. Originality/value The improved SERVQUAL methodology demonstrated in this research replaces the widely criticised “difference scores” with an easily applied graphical display. The methodology also incorporates an importance-quality analysis providing a new perspective on the SERVQUAL data. The current findings provide valuable insights into the perceived quality of the Republic of Tatarstan’s higher education system in Russia, as given by its student customers.

Exploring service quality and its customer consequences in the sports spectating sector

2019 ◽  
Vol 8 (1) ◽  
pp. 187-206 ◽  
Author(s):  
Konstantinos Koronios ◽  
Athanasios Kriemadis ◽  
Andreas Papadopoulos
Keyword(s):  
Service Quality ◽  
Future Research ◽  
Quality Model ◽  
Sport Event ◽  
Content Type ◽  
Sport Consumption ◽  
Five Factors ◽  
Favorable Influence ◽  
Sport Events

Purpose The purpose of this paper is to investigate issues relevant to service quality and propose a conceptual model addressing the convictions held by consumers in relation to the service quality of sport services as regards spectators and their influence on sport consumption. Design/methodology/approach A quantitative method was used for the purpose of this study and 1,643 questionnaires were gathered and analyzed. The current research intended to employ an integrated service quality model within the scope of sport spectating. The model included five fundamental factors and they were examined in association with the behavioral intentions that spectators have. By combining all these factors and aspects, it was attempted to shape consumers’ general perception regarding quality in service. The model of the research considers quality in service to be a hierarchical construct comprising many dimensions and it is observed that service quality can be classified into five factors, all of which can be defined by a variety of corresponding sub-factors. Findings The outcomes showed that four of the suggested factors regarding quality (i.e. game quality, augmented service quality, interaction quality and outcome quality) had an important as well as favorable influence on sport consumption. Research limitations/implications The empirical evidence for this research is derived from one specific professional sport event (European Basketball League) and spectators who took part were from Greece. Future research could use a wider sample of sport events and the participation of spectators from various countries is necessary before such findings are generalized. Originality/value The present research provides a contemporary analysis of factors influencing sport spectators anticipated quality and their influence on sport consumption.

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