Assessing the Service Quality of Air Transport for Domestic Flights in Libya

2015 ◽  
Vol 74 (1) ◽  
Author(s):  
Manssour A. Abdulasalm Miskeen ◽  
Ahmed Mohamed Alhodairi ◽  
Muhamad Nazri Borhan ◽  
Riza Atiq Abdullah O.K. Rahmat
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Transport System ◽  
Traffic Congestion ◽  
Critical Item ◽  
Target Population ◽  
Sampling Procedure ◽  
Air Transport ◽  
Alternative Means

The Libyan air transport system plays a crucial role in the transportation of people across the nation; it also contributes in minimizing traffic congestion and accidents on intercity highways. The air system seems to deliver secured and comfortable transportation, as against the other alternative means, such as bus. Nevertheless, still the Libyan air transport system needs to improve in certain aspects to better serve the needs of its consumers. In this context, we believe that, it is essential to pay attention to 'service quality', which could make this mode of travel the preferred choice to local, as well as international travelers. Consequently, the purpose of this study is to assess service quality of the air transport system, measure the levels of service quality, and also gauge the quality of the factors, impacting the current service delivery in the air transport in Libya, using Importance-Satisfaction Analysis (ISA). It is noteworthy that, this study is the first of its kind in Libya, as it has examined the satisfaction of customers with the service delivery of the domestic airline. For this purpose, the self-administered questionnaire was personally distributed to the target population of domestic air travelers within Libya. We have used a stratified sampling procedure in this research; the final research sample consisted of 312 participants. Ultimately, several possible corrective actions to improve the quality of services of the airline, with each critical item were highlighted. 

Methodology for Evaluating Service Quality of Public Transport: Case of Delhi, India

2015 ◽  
Vol 4 (1and2) ◽  
Author(s):  
Vivek Agrawal ◽  
Vikas Tripathi ◽  
Anand Mohan Agrawal
Keyword(s):  
Service Quality ◽  
Transport System ◽  
Public Transport ◽  
Traffic Congestion ◽  
Fuzzy Topsis ◽  
Quantitative Information ◽  
Capital City ◽  
Public Transport System ◽  
Overall Performance

The harmful effects of air pollution, noise pollution, traffic congestion, and energy consumption can be minimized by more and more use of public transport system. But the service quality is an obstruction in use of public transport. Managing the service quality is crucial and more important factor for increasing the use of public transport. In this paper researchers used SERVQUAL for measuring service quality of one of the modes of public transport. Service quality is an amalgamation of a variety of criteria, among them some vague criteria are difficult to measure. This attribute introduces the problem for respondent to response to the survey. To conquer this issue, the researchers used Fuzzy TOPSIS for assess the service quality of public transport system. To measure the service quality, the researchers firstly developed a questionnaire based on SERVQUAL for collected the data. The respondents provided the linguistic assessment for rating the criteria of service quality and the various alternatives available. Then linguistic assessments are combined by Fuzzy TOPSIS for measurement of overall performance of each and every alternative. The better criterion is chosen on the basis of overall performance score and ranks them. The potency of the presented move toward is its convenient applicability and skill to endow with quantitative information. The utility of this proposed approach for assessment of service quality of public transport will be applicable in the capital city and neighboring townships i.e. Delhi & NCR.

scholarly journals Rewards: A predictor of well-being and service quality of school principals in the North-West province

2016 ◽  
Vol 15 ◽  
Author(s):  
Kamohelo Nthebe ◽  
Nicolene Barkhuizen ◽  
Nico Schutte
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Work Engagement ◽  
School Principals ◽  
Well Being ◽  
North West ◽  
The North ◽  
Total Rewards ◽  
North West Province

Orientation: School principals have an important role to play in the quality of service delivery in schools. Evidence suggests that school principals are generally poorly compensated, which has an adverse impact on their well-being and subsequent service quality orientation.Research purpose: This study investigated whether rewards are a predictor of well-being and service orientation of school principals in the North-West province.Motivation for the study: Effective school principals are fundamental to the success of any school, which necessitates the establishment of an effective reward and remuneration system.Research design, approach and method: Quantitative research was carried out among school principals (N = 155) in four districts of the North-West province. The Total Rewards Scale, Maslach’s Burnout Inventory – General Survey, the Utrecht Work Engagement Scale and the SERVQUAL measure were administered among the principals.Main findings: The results showed that rewards are a significant predictor of the well-being and service quality of school principals. The results further showed that burnout significantly reduces the service quality of school principals. No significant relationships were found between work engagement and the service quality of school principals.Practical/managerial implications: An effective total rewards system enhances the well-being of school principals and, subsequently, their willingness and commitment to delivering quality services.Contribution: The results of this study point out some key elements that need to be considered by the Department of Education to enable quality service delivery in South African schools.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

scholarly journals Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

2020 ◽  
Vol 32 (3) ◽  
pp. 423-435 ◽  
Author(s):  
Ahmad Nazrul Hakimi Ibrahim ◽  
Muhamad Nazri Borhan ◽  
Nur Izzi Md. Yusoff ◽  
Amiruddin Ismail
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Information Quality ◽  
Service Providers ◽  
Delphi Approach ◽  
Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

scholarly journals Evaluation of patient satisfaction and the service quality of the outpatient care at the Heart Institute of Ho Chi Minh City

2021 ◽  
Vol 11 (1) ◽  
pp. 46-59
Author(s):  
Dinh Hong Diem Thuy ◽  
Tran Thi Thanh Phuong ◽  
Nguyen Huu Khanh ◽  
Nguyen Truong Vien
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Outpatient Care ◽  
Professional Competence ◽  
Ho Chi Minh City ◽  
Heart Institute ◽  
Service Staff ◽  
Medical Infrastructure

Background and aims: This study assesses the levels and determinants of patient satisfaction with outpatient care at the Heart Institute of Ho Chi Minh City in 2018. Methods: A cross-sectional descriptive survey was carried among 401 randomly selected outpatients at the Heart Institute of Ho Chi Minh City from June to November 2018. The data were collected on pre-designed and pre-tested questionnaire that contained 32 items. The survey examined four main aspects of the service quality: “the accessibility of healthcare services”, “the transparency of information and procedures”, “the quality of the medical infrastructure and facilities”, “the behavior and professional competence of medical and service staff”. The survey asked the patients to evaluate the outcome of service delivery and satisfaction based on the 5 levels Linkert scale. Descriptive statistics, factor analysis and multiple linear regressions were performed to test the hypothesized relationships between service quality and patient satisfaction with the outpatient care. Results: Satisfaction of patients and relatives of patients about the quality of outpatient care was high, reaching the average 87.3 percent of patients’ expectation with the minimum of 50 to 100. 30% patients were not satisfied towards the booking appointments via phone, and online services. 35% patients were not happy with the long times waiting to get the registration, to see the doctors, to do the investigations and receive the results, and 54.1% respondents were not happy with toilet and drinking water facilities. Three dimensions of service quality significantly impacted the patient satisfaction and the outcome of service delivery: “the transparency of the information”, “the behavior and competence of medical staff and service staff”, and “the quality of the medical infrastructure and facilities”. The level of satisfaction was not statistically different among patient’s characteristics at p

Quality of Work/Life and Service Quality

2016 ◽  
pp. 1803-1828
Author(s):  
Ritu Narang ◽  
Smita Singh
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Service Sector ◽  
Work Life ◽  
Quality Of Work Life ◽  
Internal Customer ◽  
Quality Of Work ◽  
Internal Customers ◽  
External Customer

The chapter focuses on how service quality can be improved by helping the internal customers to improve/enhance the quality of their work/life. Employees play a very significant role in service delivery. To achieve any kind of success in service improvements/innovations the role of employees assumes great significance. It is increasingly being accepted that the nature of services makes them intangible, perishable, heterogeneous, and inseparable. This puts the responsibility of delivering value to the customers on the employees who are directly interacting with them. The competence and attitude of the employee who is the “internal customer” and delivers the services to the external customer is of paramount importance. Service delivery is increasingly becoming the anchor stone due to increase in intensity of competition in the services sector. Since it is the employee who alone can provide this differentiating competitive edge, it is important to understand those factors that operate in an internal customer's work and life and can impact his delivery in the service sector. This chapter seeks to explore the relationship between the quality of work/life of the “internal customer” and the quality of services delivered to the “external customer.”

Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania

2020 ◽  
Vol 41 (6/7) ◽  
pp. 531-543 ◽  
Author(s):  
Fidelis Mutisya ◽  
Omwoyo Bosire Onyancha
Keyword(s):  
Service Quality ◽  
Target Population ◽  
Level Of Service ◽  
Library Services ◽  
African Union ◽  
General Will ◽  
Content Type ◽  
Library Users ◽  
Quality Assessment Study

PurposeThe study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.Design/methodology/approachThe study adopted a quantitative approach in line with the tenets of the LibQUAL and SERVQUAL protocols, which were used as theoretical lenses and informed the development of questionnaires which were used to collect data. The target population consisted of 94 library users.FindingsThe study found that the library's best services, in terms of their quality and as perceived by users, lie in its human resources (i.e. affect of service, assurance and responsiveness). On the other hand, the lowest perceived level of services was recorded in the aspects related to information collection and physical facilities (i.e. library as a place and tangibles).Research limitations/implicationsThis study was based on the African Court on Human and Peoples' Rights library in Arusha, Tanzania. The study covered both internal and external users of the library.Practical implicationsThe study identified strengths and weaknesses of the African Court library as far as the perceived level of service is concerned, and the findings can therefore be used to inform decisions on the improvement of quality of the library services. In so doing, the library will be in a stronger position to offer quality services and assist the court in attaining its objectives of promoting and protecting human rights in Africa. With improved library service quality, the non-judicial staff, external users and society in general will stand to benefit from the library.Originality/valueWhile drawing lessons from previous service quality studies, this study is the first quality assessment study to be done in the African Court library. It is also the first to use a combination of LibQUAL and SERVQUAL models in the context of the African Court library services.

scholarly journals Decreasing Traffic Congestion in VANETs Using an Improved Hybrid Ant Colony Optimization Algorithm

2020 ◽  
pp. 676-686
Author(s):  
Elias Khoza ◽  
◽  
Chunling Tu ◽  
Pius A. Owolawi
Keyword(s):  
Service Quality ◽  
Ant Colony Optimization ◽  
Traffic Congestion ◽  
Ad Hoc Network ◽  
Ad Hoc ◽  
Smart Cities ◽  
Optimal Path ◽  
Ant Colony ◽  
Delivery Ratio

Vehicular Ad-hoc Network (VANET) is a definitive form of mobile ad-hoc network (MANET), which delivers data communication in a vehicular environment, using wireless transmission. Its fundamental goal is to increase the service quality of Intelligent Transportation Systems (ITS), such as road safety, logistics, and environmental kindliness, as well as information interchange. Smart cities are encountering problematic traffic congestion, particularly in developing countries. This paper presents an Improved Hybrid Ant Colony Optimization (IHACO) algorithm for decreasing congestion in smart cities. The objective of the proposed scheme is to choose a best routing path during rush hours by providing an optimal path. The scheme also introduces the IHACO algorithm to improve QoS for ITS. This algorithm (IHACO) differs from other algorithms, such as particle swarm optimization (PSO), in terms of pheromone update processes, which makes it more efficient. Also, the ant colony hybrid routing protocol (ACOHRP) protocol is introduced to improve the service quality of intelligent traffic systems (ITS). It delivers superlative efficiency through a better origination of packet delivery ratio, throughput, and end-to-end delay. Simulation-based testing is performed using Matlab simulation. It was found that traffic congestion time decreased gradually when using IHACO, unlike with other algorithms. The computed results demonstrated that the IHACO algorithm offers improved performance in terms of reliability, period, distance, and throughput, compared with different algorithms presented in this paper.

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