scholarly journals Using mixed methods to design service quality evaluation indicator system of railway container multimodal transport

2019 ◽  
Vol 103 (1) ◽  
pp. 003685041989049 ◽  
Author(s):  
Xiaoping Fang ◽  
Chao Cao ◽  
Zhiya Chen ◽  
Weiya Chen ◽  
Linglin Ni ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Service Providers ◽  
Hot Spot ◽  
Indicator System ◽  
Evaluation Index System ◽  
Transport Service ◽  
Good Reliability ◽  
Transport Services ◽  
Multimodal Transport

Multimodal transport can bring the technical and economic advantages in different transportation modes into full play. While ensuring the level of service, it can reduce energy consumption and transport costs. Governments of most countries are actively promoting it. Therefore, it has become a research hot spot. Being a green, fast, and all-day transport mode, railways play an important role in multimodal transport. This article aims to analyze a multimodal transport service quality indicator system involving railways from the perspectives of customers, multimodal service providers, and governments. Qualitative and quantitative research methods were adopted to analyze the secondhand data of academic papers, government policy, and industry reports to clarify the quality characteristics of multimodal transport services. Using grounded theory and to analyze firsthand data from in-depth interviews with multimodal transport practitioners, 25 evaluation indicators of container multimodal transport service quality were chosen to be the evaluation index system. To test and improve the evaluation scale, 270 valid questionnaires were analyzed using SPSS 24.0 and AMOS 21.0 software, including reliability analysis, exploratory factor analysis, and confirmatory factor analysis. The results show that all the indicators meet the standard requirements and have good reliability and validity.

Bus Rapid Transit (BRT) Users’ Discernment in Lagos Megacity: Lesson from Primero Transport Service

2020 ◽  
Author(s):  
Fariha Azalea
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Travel Behavior ◽  
Decision Makers ◽  
Bus Rapid Transit ◽  
Level Of Service ◽  
Rapid Transit ◽  
Transport Service ◽  
Transport Services ◽  
Mode Of Operation

The study examines Bus Rapid Transit (BRT) users’ perspicacity in Lagos, Nigeria along Ikorodu-Mile12 Bus Rapid Transit (BRT) corridor in order to guide, provide information for policies and decision makers during policies formulation. This study assesses the socio-economic character of passengers using the primer transport service along Ikorodu-Mile 12 BRT corridor; analysed the travel behavior of commuters using the primero transport service in the study area and examine the commuters’ perspicacity and expectation on the level of service quality provided by Primero Transport Service. A total of three hundred ninety-four (394) commuters (one commuter per bus) who go back and forth through the buses were sampled. Perception and expectation about service were asked. The result of factor analysis found that commuters were satisfy with the service offer by Primero, physical appearance, level of clean, mode of operation and level of service deliver by Primero transport services.

scholarly journals Method of assessment of transportation competitiveness on basis of multiple vector model of transportation services quality indicators

2020 ◽  
Vol 11 (4) ◽  
pp. 57-63
Author(s):  
O. M. Zagurskiy ◽  
Keyword(s):  
Service Quality ◽  
Quality Indicators ◽  
General System ◽  
Vector Model ◽  
Transport Service ◽  
Transportation Services ◽  
Macroeconomic Conditions ◽  
Motor Transport ◽  
Transport Services ◽  
The Individual

Competitiveness indicators for transport services are changing under the influence of both intra-industry factors and the conditions of the transport market and macroeconomic conditions. At the same time, under the conditions of continuous improvement of quality and differentiation of transport services of the competing companies, the requirements put forward by freight owners to trucking companies change. The article proposes a new method of assessing the competitiveness of a motor transport company by the transport service quality indicators. The developed model allows to assess the competitiveness of the motor transport enterprise on the basis of the transport service quality indicators, taking into account both the importance of the individual factors of quality in the general system and their various changes. This model can be used to provide an indicative assessment of the quality of transportation in various segments of the freight market.

Evaluation of the Quality of Motor Transport Services

2021 ◽  
pp. 264-272
Author(s):  
Olena Khachaturyan ◽  
◽  
Serhiy Khachaturyan ◽  
Keyword(s):  
Quality Assessment ◽  
Service Providers ◽  
Road Transport ◽  
Transport Service ◽  
Motor Transport ◽  
Transport Services ◽  
Leading Position ◽  
Perception Of Quality ◽  
High Level

Recently, the sphere of providing motor transport services has become more and more widespread and developed. The number of enterprises and sole proprietors in the market of motor transport services is constantly increasing. At the same time, the level of competition between motor transport service providers is growing, which makes it necessary to improve the quality of motor transport services. After all, a high level of quality allows us to occupy a leading position in this sector of the economy. There is an urgent need to assess the quality of motor services, and it is important to assess their quality from the standpoint of consumers of these services. Distinctive features of methodical bases of carrying out quality assessment at the enterprises of motor transport are defined. In the course of research both group, and individual indicators of quality assessment are established. Quality assessment is the result of the course of perception of quality, which is formed in the process of providing services to the user and is accompanied by a specific assessment of the quantitative degree of compliance of the received service with his expectations. Analysis of existing indicators revealed assessment of service quality. The stages of quality assessment, consistent provision of their implementation and the main basic provisions are determined, based on which a set of methodological approaches to assessing the quality of road transport services can be improved. The levels of evaluation of motor transport services and their content are established. An approach to assessing the quality of road transport service and the implementation of the course of providing services to users, which is based on its identified values in three stages: standardized, consolidated and expanded. The signs of the quality of the course of providing services to users on the basis of "points of conflict" with them are substantiated by two classes of signs: "effective" and "instrumental".

scholarly journals Assessment of Rail Freight Transport Service Quality

2012 ◽  
Vol 13 (3) ◽  
pp. 188-192 ◽  
Author(s):  
Ramūnas Palšaitis ◽  
Andrejus Ponomariovas
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Freight Transport ◽  
Rolling Stock ◽  
Transport Service ◽  
Self Assessment ◽  
Rail Freight ◽  
Transportation Service ◽  
Service Quality Evaluation ◽  
Survey Results

Assessment of Rail Freight Transport Service Quality Investigations show a growth of requirements for goods transportation quality by rail. There is a need to analyse in details goods transportation system by rail to meet requirements of market and give extra boost to development transportation service quality. The purpose of the current article is to give a partial overview about the experts, freight forwarders and customers' survey results. The analysis of customers' answers showed that they are not fully satisfied with quality of the service. It was identified that freight forwarders and other transportation service providers must carry out regular self-assessment of performance against defined criteria of service. Clear and united criteria of cargo transportation quality by rail will make easier to choose transport mode, transport means and route. The survey data and literature analysis showed that there is a vast range of criteria to be proposed for rail service quality evaluation, but no one of the models is prevailing. The analysis showed that most often the mentioned criteria are linked with the information, rolling stock, reliability and punctuality.

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.

scholarly journals The Inventory of Quality in Early Intervention Centres for Service Providers: Preliminary Validating Study in a Spanish Sample

2020 ◽  
Vol 17 (7) ◽  
pp. 2581
Author(s):  
Inmaculada-Concepción Jemes-Campaña ◽  
Rita-Pilar Romero-Galisteo ◽  
María-Teresa Labajos-Manzanares ◽  
Pablo Gálvez-Ruiz ◽  
Noelia Moreno-Morales
Keyword(s):  
Factor Analysis ◽  
Early Intervention ◽  
Service Quality ◽  
Internal Consistency ◽  
Discriminant Validity ◽  
Service Providers ◽  
Reliability And Validity ◽  
Convergent And Discriminant Validity ◽  
Average Variance ◽  
Valid Instrument

Evaluating the service quality in early intervention (EI) from the perspective of professionals with knowledge in this area is essential for the improvement of EI centres. In this study, we aimed to test the reliability and validity of the adapted Inventory of Quality in Early Intervention Centres-P (IQEIC-P) in a sample of professionals who worked in EI centres. Three hundred and twenty-four professionals of 85 EI Spanish centres were recruited for this research. Various psychometric analyses were used to evaluate the factorial structure, the internal consistency, factorial validity and construct validity. A 5-dimension structure was obtained in the exploratory factor analysis (EFA). The results showed an adequate internal consistency (Cronbach’s alpha values between 0.71 and 0.83, and composite reliability (CR) values higher than 0.70), as well as satisfactory convergent and discriminant validity (average variance extracted (AVE) values above 0.50). In the confirmatory factor analysis, good model fit indicators were observed. The IQEIC-P showed adequate psychometric properties, demonstrating to be a valid instrument for the evaluation of service quality in EI centres from the perspective of professionals. The benefits will influence the professionals themselves, and they will have a positive and direct impact on the families that are attended to in these centres.

Customer’s patronage decision toward health insurance products

2018 ◽  
Vol 30 (1) ◽  
pp. 62-83 ◽  
Author(s):  
Muhammad Sabbir Rahman ◽  
Fadi Abdel Muniem Abdel Fattah ◽  
Mahmud Zaman ◽  
Hasliza Hassan
Keyword(s):  
Factor Analysis ◽  
Health Insurance ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Dominant Role ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type

Purpose The purpose of this paper is to examine the influence of service quality, customer’s satisfaction and religiosity on customer’s patronage decision toward health insurance products. The paper also assesses the influence of religiosity on customer’s patronage decision. The influence of customers’ satisfaction as mediation between service quality and customer’s patronage decision was also measured. Design/methodology/approach A structured questionnaire was developed and administered to a sample of 200 respondents. This research applied the exploratory factor analysis, the confirmatory factor analysis and the structural equation modeling to test the proposed hypotheses. Findings The findings indicate that customers’ religiosity behavior has a significant influence on customer’s patronage decision for selecting health insurance products. The results also indicated that the role of customer’s satisfaction as a mediator in between the relationship of service quality and customer’s patronage decision is significant. Research limitations/implications This research is a cross-sectional study consisting of 200 respondents. In addition, the elements of the sample were Malaysian customers using health insurance products and services. Practical implications This study suggests that customers of health insurance products are more concerned with perceived service quality and perceived satisfaction. The role of religiosity also plays a dominant role. As a result, managers of the health insurance service providers need to focus more on benefits of service varieties centered toward their target customers in order to gain higher patronage decision of health insurance products. Originality/value The study sought to address the gap of religiosity aspects in health insurance products through intensive literature and offer a conceptual framework that tested service quality, customer’s satisfaction and religiosity in one integrated model under the perspective of health insurance industry. More importantly, it also examines the influence of religiosity on patronage behavior, thus shedding insights into the opportunities for understanding consumers in detail.

scholarly journals Service Quality of Addis Ababa Light Rail Transit: Passengers’ Views and Perspectives

2020 ◽  
Vol 6 (4) ◽  
pp. 231-243
Author(s):  
Adane Obsie ◽  
Mintesnot Woldeamanuel ◽  
Berhanu Woldetensae
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
User Satisfaction ◽  
Local Governments ◽  
Service Providers ◽  
Addis Ababa ◽  
Light Rail ◽  
Rail Transit ◽  
Light Rail Transit

AbstractUnderstanding the service quality of public transportation based on users’ perception is an important input for local governments and transit service providers in their planning efforts to improve system performance. Using the Addis Ababa Light Rail Transit (AALRT) as a case, this study aims to examine service users' views and perspectives by using 18 quality attributes. Factor analysis and ordered logit model were employed for this study. Factor analysis with principal components was used to extract the most important factors of satisfaction from the 18 attributes. The results showed that safety and security, ticketing system, travel information, crowdedness, frequency, cleanliness, and comfort are the most important factors influencing user satisfaction. The level of importance of these factors varies depending on different socioeconomic and travel characteristics of AALRT users. Riders who use the light rail at afternoon peak hours, have high household income and short travel duration, and use LRT for shopping purposes have a negative perception regarding the crowdedness, frequency, ticketing, and information system of the AALRT. Passengers with longer travel distance, those who use the AALRT frequently, and full- or part-time workers and students have a positive perception towards several attributes of the system.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PADA SCOOT FAST CRUISES DI BALI

Jurnal IPTA ◽  
2017 ◽  
Vol 5 (1) ◽  
pp. 18
Author(s):  
Nengah Ardane ◽  
Ni Made Sofia Wijaya ◽  
Luh Gede Leli Kusuma Dewi
Keyword(s):  
Factor Analysis ◽  
Quality Of Service ◽  
Service Quality ◽  
Test Validity ◽  
Sampling Technique ◽  
Tourism Industry ◽  
Validity And Reliability ◽  
Transport Services ◽  
Eigen Value

Mode of water transport is very important in the tourism industry as a support in providing the best service for tourists. Transportation is the cause and the effect of the growth of tourist in Bali. Scoot Fast Cruises is transport services to Lembongan, Lombok and Senggigi. Based on Trip Advisor rating in the quality of service that is provided by Scoot Fast Cruises still very poor (158). This study aims to determine the factors that affect the service quality at Scoot Fast Cruises in Bali. Sampling technique used in this study using purposive sampling of respondents are crossing service users Scoot Fast Cruises in Bali with a total sample of 100 respondents. The data collection techniques using a questionnaire that was tested using the test validity and reliability. Analysis of the data used in this study is factor analysis using SPSS 17.0. The results of the factor analysis there are three factors that affect the service quality at Scoot Fast Cruises in Bali that is a factor completeness of facilities and services to get service with a value of eigen value 7.390, factor accuracy of services to the value of eigen value of 1.397 and the convenience factor rating with eigen values ??value amounting to 1.307. Factors completeness and ease of getting care facilities is a contributing factor dominant in influencing quality of tourist services at Scoot Fast Cruises in Bali. For further research that will lift the title of the research about the factors that affect the quality of service on a fast boat to take a shuttle to the hotel indicators and increasing the number of respondents and indicators. As for the company Scoot Cruises to take into account the convenience of tourists.

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