scholarly journals Improving the Service Quality of Public Transit with Exclusive Bus Lanes: A Perspective from Passenger Satisfaction

2021 ◽  
Vol 2021 ◽  
pp. 1-16
Author(s):  
Linghui He ◽  
Dongyuan Yang ◽  
Jian Li
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Public Transit ◽  
Financial Burden ◽  
Equation Model ◽  
Bus Priority ◽  
Comparison Model ◽  
Passenger Satisfaction ◽  
Driving Stability

Exclusive bus lanes have been widely regarded as an effective way to promote bus priority and improve the service quality, while they have not attracted more passengers to travel by bus in China. Also, more attention is usually paid to the infrastructure and facilities of exclusive bus lanes, but not much attention is paid to the passenger satisfaction of public transit with them. Therefore, this paper studies how to improve the service quality of public transit with exclusive bus lanes from a perspective of passenger satisfaction. A Structural Equation Model (SEM) was developed to investigate the mechanism of relationships between passenger satisfaction and the factors influencing the service quality of public transit with exclusive bus lanes. A total of 2087 respondents from Shanghai, China, participated in this study. Also, a comparison model of different groups using public transit including captive riders, choice riders, and captive by choice riders was established. Results show that passengers were dissatisfied with the current service of public transit with bus lanes, while they would prefer to take buses in the near future. In addition, travel environment, facilities, and convenience, rather than operational efficiency, had significant effects on passenger satisfaction. Through the comparison model, it was found that choice and captive by choice users might prefer public transit with bus lanes and captive users might be unable to bear the financial burden of private motorized travel. “Crowdedness in the buses on bus lanes during peak hours” especially for choice riders and “driving stability” especially for captive riders were the improvement direction for attracting more passengers to travel by bus. The results and the proposed policies of this study can benefit for the planning and operations of exclusive bus lanes in Shanghai and other similar cities around the world.

scholarly journals KUALITAS LAYANAN WISATA MEDIS YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS WISATAWAN MANCANEGARA DI BALI

2019 ◽  
pp. 348
Author(s):  
Yudha Eka Nugraha ◽  
Syamsul Alam Paturusi ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Sampling Technique ◽  
Equation Model ◽  
Medical Services ◽  
Tourist Satisfaction ◽  
Medical Clinics ◽  
Main Variable

Medical Tourism is a potential sector to develop in Bali. Medical clinics offer various medical services treatment to attract tourists. The clinics must have an excellent quality of standard services to get customers satisfaction. The aim of this study is to analyze the influence of the medical services quality on tourist satisfaction and tourist loyalty in Radiance Clinic Bali. They were about 200 respondents and selected using accidental sampling technique. The analysis uses Structural Equation Model (SEM), calculated with AMOS program. The result of research examines that service quality is a main variable with significance effects on the satisfaction and loyalty of tourists’ customers in Bali. Results of the research indicated that there is direct effect between service quality to satisfaction and satisfaction to loyalty. On the other hand, indirect effect happens between service quality to loyalty. Keywords: Service Quality, Tourist Satisfaction, Tourist Loyalty

Baitul Maal wat-Tamwil Services for SMEs

2020 ◽  
pp. 259-276
Author(s):  
Muhamad Abduh ◽  
Nur Jamaludin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Perceived Benefits ◽  
Microfinance Institutions ◽  
The Relationship ◽  
Carter Model ◽  
Micro Enterprises

This chapter investigates the relationship between service quality of Baitul Maal wat-Tamwil (BMT) and the satisfaction of small and micro-enterprises in Indonesia with perceived benefits as the mediating variable. Primary data is collected from 454 small and micro-enterprises located in the western part of Jawa Island of Indonesia and the CARTER model is adopted to test the satisfaction of small and micro-enterprises upon the services provided by their patronized BMT as Islamic microfinance institutions. By using the structural equation model, the finding confirms that perceived benefits fully mediate the relationship between service quality of BMT and small and micro-enterprises' satisfaction.

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.

scholarly journals Effectiveness of e-Servqual in e-Tailing - Shoppers Expectations

2020 ◽  
Vol 8 (5) ◽  
pp. 5216-5221
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Online Retail ◽  
Online Mode ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Services

In the recent days, Omni channel retailing is quite famous and gain importance among the customers. The retailers are also expecting some additional source of sales revenue to meet out the hectic competition around globe. This study is made with the intention to evaluate the service quality of online retail services with the sixteen service quality dimensions. The study is describing the intention of the shoppers pertaining to the service quality offered by the retailers in online mode. The primary data was collected from 310 respondents through circulating the structured questionnaire consists of various statements explaining all these sixteen e- service quality dimensions. Appropriate statistical tools have employed to assess the relationship among these variables and its impact on the achievements of the customer’s expectations at the end. It was completely depicted through the structural equation model constructed with the help of AMOS v.20.

scholarly journals Kualitas Layanan Wisata Medis Yang Mempengaruhi Loyalitas Wisatawan Berkunjung Ke Bali

2018 ◽  
Vol 1 (1) ◽  
pp. 65-86
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Services Quality ◽  
Sampling Technique ◽  
Equation Model ◽  
Sem Analysis ◽  
Medical Services ◽  
Tourist Satisfaction

Recent years, medical tourism began to develop in Bali. This phenomenon indicated by a proliferation of medical clinics that offer a various medical services treatment to tourists. In order to be chosen by tourists, clinics must have an outstanding medical services quality for winning the competition and for the sake of customers’ satisfaction. The purpose of this study is to determine the influence of the medical services quality on the tourists’ satisfaction in Radiance Clinic Bali. The number of samples specified in this study were 200 respondents chosen by accidental sampling technique. This study uses Structural Equation Model (SEM) analysis, computed with AMOS program. The results of this research analysis states that each indicator of service quality should be maintained and improved to boost satisfaction. Regarding on the results of the 200 participating respondents showed that satisfaction caused by outstanding service quality of medical tourism in Bali for the future needs. Keywords: Service Quality, Tourist Satisfaction, Clinics in Bali

scholarly journals The effect of emotional intelligence on burnout and the impact on the nurses service quality

2016 ◽  
Vol 19 (1) ◽  
pp. 69 ◽  
Author(s):  
Agustina Hanafi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Equation Model ◽  
Nursing Services ◽  
The Impact ◽  
Positive Effect ◽  
Quality Of Nursing

This study attempts to analyze the effect of emotional intelligence on emotional exhaustion and this, in turn, on the quality of hospital care nurse. The subjects were nurses and patients RS RK.Charitas Palembang. This sample was taken using Non-Probability Sampling towards the nurses and patients in the patient units of the hospital Joseph 1 & 2, with the total respondents of 200 people. These were selected as sample and the data analyzed through the process using Structural Equation Model (SEM). It shows that emotional intelligence negatively affects the emotional exhaustion. Furthermore, the emotional intelligence has positive effect on the quality of nursing care. Most importantly, there is a greater direct effect of emotional intel-ligence towards service quality than the indirect effect through the emotional ex-haustion. Emotional exhaustion negatively affects the quality of nursing services.

scholarly journals Pengaruh Partisipasi dan Diskresi terhadap Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kabupaten Bandung Barat (Studi Pelayanan Izin Lokasi dan Izin Mendirikan Bangunan)

2020 ◽  
Vol 23 (1) ◽  
pp. 85
Author(s):  
Bambang Subagio
Keyword(s):  
Service Quality ◽  
Public Participation ◽  
Public Service ◽  
Structural Equation ◽  
Group Discussion ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
The Public

The public service quality in The Investment and One Stop Service (TIOSS) Office of Bandung Barat Regency was not optimal. The public participation and discretion were the crucial factors to improve the quality of the public service. Hence, this research examined the influence of the public participation and discretion factors to improve the public service quality in TIOSS Office of Bandung Barat Regency. This research used the mixed method. Quantitative method was reflected through survei technique data collection which then was analyzed through Structural Equation Model and Partial Least Square. While qualitative method was reflected through Focus Group Discussion technique. The results were, first, public participation and the discretion had a positive and significant impact to the public service quality. Second, the public participation variable partially had a greater effect than the discretion variable to improve the quality of the public service. The research suggested that TIOSS Office of Bandung Barat Regency should undertake synergic, comprehensive, and continuous of public participation and discretion practices in order to improve public service quality.

scholarly journals Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports

2019 ◽  
Vol 13 (11) ◽  
pp. 37 ◽  
Author(s):  
Claudia Munoz ◽  
Henry Laniado ◽  
Jorge Córdoba
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Quality Measurement ◽  
Equation Model ◽  
Air Travel ◽  
Marketing Strategies ◽  
Passenger Satisfaction ◽  
A Chain ◽  
The Relationship ◽  
Positive Effect

This paper proposes a new scale for assessing traveler experience in air travel. Here, passenger experience is measured through travelers' perception of service quality, considering it as a chain of services. The new scale is called air travel service quality (ATSQ). It considers three service quality stages: departure airport service, airline service, and arrival airport service. This paper applies the ATRS scale to examine service quality in domestic travels in a Colombian context. Given that traveler’s experience plays a crucial role in determining passenger’s satisfaction, a structural equation model (SEM) was applied to examine the relationship between service quality stages, customer satisfaction, and behavioral intentions. Adding the passengers' perception of the arrival airport to the integrated service quality measurement is considering one of the main contributions of this study. The finding of this research confirmed that all three stages of air travel service have a significant, positive effect on passenger satisfaction. The scale found in this research should provide useful information for developing effective operational and marketing strategies for the air travel market. In this way, airports and airlines could better understand how traveler’s perception of service quality may affect each choice related to which departure airport, airline, and arrival airport combination to choose from.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

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