Prioritizing Metro Service Quality Attributes to Enhance Commuter Experience: TOPSIS Ranking and Importance Satisfaction Analysis Methods

2020 ◽  
Vol 2674 (6) ◽  
pp. 124-139
Author(s):  
Bandhan Bandhu Majumdar ◽  
Dilum Dissanayake ◽  
Avanindra Singh Rajput ◽  
Yong Qi Saw ◽  
Prasanta Kumar Sahu
Keyword(s):  
Service Quality ◽  
State Of The Art ◽  
Indian Context ◽  
Specific Attribute ◽  
Perceived Importance ◽  
Multi Attribute Decision Making ◽  
Probable Role ◽  
Satisfaction Analysis

A metro infrastructure, facility, and service quality investigation based on commuter perception was conducted in this study to explore and prioritize the key attributes influencing overall metro service quality in a typical Indian context. Based on the critical state-of-the-art review, 12 key attributes were identified and they were accommodated in a paper-based questionnaire to elicit commuter perception of importance and satisfaction by using a five-point Likert scale. Subsequently, TOPSIS, an extensively adopted multi-attribute decision-making technique, was carried out to rank the attributes with respect to perceived importance and satisfaction. Then an importance satisfaction analysis (ISA) was conducted to further classify the attributes in four quadrants based on their perceived degree of importance and satisfaction using an ISA matrix. Finally, the derived results from the TOPSIS and ISA analysis were combined and compared to obtain a prioritized set of attributes requiring intervention for better metro service quality in an Indian context. Results of this study clearly indicated the relative strengths and weaknesses of each metro service/infrastructure-specific attribute and presented the probable role of metro authorities for each of them. Attributes such as metro fare, connection to metro, and metro frequency were observed to be the most important, but were not performing satisfactorily, indicating that more emphasis is required on these attributes to improve the overall quality of travel by metro rail in an Indian context. Thus, this methodology would be instrumental in detecting a set of priority areas for improvement in metro rail services, which could contribute to retaining existing commuters and attracting new metro users.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

scholarly journals The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

2021 ◽  
Vol 7 (1) ◽  
pp. 143-154
Author(s):  
Danish Ali ◽  
Mohammad Alam ◽  
Hazrat Bilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Association ◽  
Restaurant Industry ◽  
Capital City ◽  
Mediating Role ◽  
Service Fairness

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

scholarly journals PERAN CITRA TOKO DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP NIAT BELI ULANG KONSUMEN

2018 ◽  
Vol 8 (2) ◽  
pp. 1144
Author(s):  
I Made Ari Santikayasa ◽  
I Wayan Santika
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Service Quality ◽  
Sampling Method ◽  
Store Image ◽  
Repurchase Intention ◽  
Collection Method ◽  
Analysis Technique

This study aims to explain the effect of service quality on store image, the influence of service quality on repurchase intention, the influence of store image on repurchase intention, and the role of store image mediate the influence of service quality on repurchase intention in Carrefour Bali Province. Repurchase intention is one of the company's goals because the repurchae intention is the action of the consumer to be faithful to the company. This research was conducted in the area of ??Bali Province using 100 respondents. Data collection method used is purposive sampling method with path analysis technique. The results showed that service quality had positive and significant effect to store image. Quality of service has a positive and significant impact on the repurchase intention. The store image has a positive and significant impact on the repurchase intention. Store image as a variable of mediation have an indirectly significant influence to repurchase intention through service quality variable.

scholarly journals The role of safety in service quality in the opinion of traditional and digital customers of postal service

2020 ◽  
Vol 26 (1) ◽  
pp. 1-4
Author(s):  
Kamila Kowalik
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Theoretical Framework ◽  
Postal Service ◽  
Perception Of Safety ◽  
Postal Services ◽  
Safety Attributes ◽  
The Impact

AbstractOne of the factors allowing to shape safety and quality of a postal service is an opinion of its customer. In the following paper, the analysis of the impact of a customer’s perception of safety on the service quality assessment has been presented. Research results presented in the paper refer to opinions of traditional and digital customers of postal services. The presented analysis is enriched by a theoretical framework of service quality, the explanation of the concept of safety, and a complementary characteristics of traditional and digital postal services. Afterwards, safety attributes of the postal services have been proposed, explained and highlighted. Subsequently, the results presented in the paper refer to the validity of particular chosen safety attributes of postal services.

scholarly journals DO HR PARTICES AFFECT SERVICE QUALITY OF FRONT LINE STAFF

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Farooq -E- Azam Cheema
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Data ◽  
Future Research ◽  
Frontline Employees ◽  
Frontline Staff ◽  
Hr Practices ◽  
Recruitment And Selection

The basic objective of this study was to examine the role of HR practices like recruitment and selection, training, performance appraisal and rewards management in enhancing overall service quality of the frontline staff in the hotel industry in Karachi, Pakistan. Hypothetic deductive approach was used for examining the relationship between independent and dependent variables. Customer service dimensions used in this study were derived from the SERVQUAL model that included frontline staff appearance, reliability of service, responsibility among the staff, assurance of job related knowledge and etiquette and empathy. For the purpose of study 15 hotels and restaurants of various sizes with minimum 30 frontline employees were chosen. Ten frontline employees from reception staff, waiters/waitresses, housekeeping employees were chosen using quota sampling for data collection. Opinion of the frontline staff was sought through structured questions as to how the four HR practices are likely to affect quality of five dimensions of the customer service quality. Data was collected through a structured questionnaire and integrated through SPSS. Results of study showed that the two HR practices; training and rewards management significantly affect the service quality of the frontline staff and this effect is far stronger than the effect of other HR practices. This research will not only bring significant practical implications for better human resource management in hospitality sector but also provide important indicators for future research. The future study may aim at identifying various internal and external factors that affect efficacy of various HR practices and policies and consequently their contribution in enhancing service quality of staff. Studies are also needed to identify further impediments obstructing the positive influence of recruitment and selection and appraisal practices on service behavior and quality of the staff. The role of various intervening or mediating variables such as employee collaboration, organization culture can also be probed further.

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

2019 ◽  
Vol 4 (3) ◽  
pp. 157-164
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Birth Certificate ◽  
Hierarchical Regression ◽  
Research Population ◽  
The Relationship

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

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.

scholarly journals Beauty and Elegance: Value Co-Creation in Cosmetic Surgery Tourism

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093253 ◽  
Author(s):  
Salman Majeed ◽  
Zhimin Zhou ◽  
Haywantee Ramkissoon
Keyword(s):  
Quality Of Life ◽  
Service Quality ◽  
Cosmetic Surgery ◽  
Medical Service ◽  
Medical Tourism ◽  
Future Research ◽  
Emotional Attachment ◽  
Mediating Role

This study presents an emerging trend in medical tourism, cosmetic surgery tourism (CST). We explore tourists’ perceptions of CST for medical service quality as an antecedent to tourists’ emotional attachment, trust, and intentions to visit, which is underexplored in CST. This study examines the mediating role of value co-creation in influencing behaviors of CST-seeking tourists to experience a better quality of life. Using a sample drawn from 279 tourists, comprised of Australian, Japanese, and Chinese nationalities at two international airports in China, findings show that perceived medical service quality positively influences tourists’ emotional attachment, trust, and intentions to visit directly and through the mediating role of value co-creation across the three nationalities. CST-seeking tourists’ inputs in value co-creation may positively influence their behaviors, which are vital antecedents to promoting CST business. Implications for future research are discussed.

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