scholarly journals Assessing the Service Quality Attributes Affecting the Satisfaction of the Northern Railway Passengers: An Empirical Study

2020 ◽  
Vol 1 (1-2) ◽  
pp. 110-124
Author(s):  
Rajeev Kumar ‘Ranjan’ ◽  
Nitin Thapar ◽  
Shoaib Alam Siddiqui ◽  
Arun Kant Painoli
Keyword(s):  
Service Quality ◽  
Service Level ◽  
Economic Benefits ◽  
Railway Network ◽  
Passenger Satisfaction ◽  
The World ◽  
Railway Networks ◽  
Passenger Trains ◽  
Indian Railway

The present study aims to assess the intangible attributes of the service that have an impact on customer satisfaction. The Intangible attributes attached to the service, are difficult to determine. The Indian Railway network is one of the largest railway networks in the world. It is spread over 115,000 km having 21,617 passenger trains carrying 23 million passengers every day. In terms of revenue generation, it is a major contributor to the Indian economy but even then, the service level is very poor as compared to the other parts of the world. Due to increased competition in the modes of transportation, the Service attributes of Indian Railway acts as a strong influencer on Passenger Satisfaction. Indian Railways has a huge potential in terms of economic benefits if their service quality is improved. Various studies have tried to identify the important attributes regarding the Service Quality of Indian Railway. The SERVQUAL model provided important insights into the service attributes. The study attempts to identify the gap that exists in the service level, that is, service offered by the Indian Railway and expectation of the customers. In the study, only internal aspects like facilities (attributes) which make the journey comfortable and the absence of these attributes makes the passengers’ journey uncomfortable are included. The result indicates that there exists a considerable gap in Reliability and Assurance dimensions of Railway service quality and the most important factors determining satisfaction of passengers are basic facilities, safety and security, cleanliness and employee behaviour towards passengers.

scholarly journals Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

2020 ◽  
Vol 189 ◽  
pp. 01022
Author(s):  
Xu xin ◽  
Chen jiaying
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Online Reviews ◽  
Service Level ◽  
Competitive Advantages ◽  
Web Crawler ◽  
Evaluation Indexes ◽  
Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

IoT and Cloud Computing

2017 ◽  
pp. 198-234 ◽  
Author(s):  
Oleksandr Rolik ◽  
Sergii Telenyk ◽  
Eduard Zharikov
Keyword(s):  
Service Quality ◽  
Resource Planning ◽  
Service Level ◽  
Level Of Service ◽  
Infrastructure Management ◽  
It Services ◽  
It Infrastructure ◽  
Use Of Resources ◽  
It Resources

The Internet of Things (IoT) is an emerging technology that offers great opportunities that is designed to improve the quality of consumers' lives, and also to improve economic indicators and productivity of enterprises, and more efficient use of resources. IoT system refers to the use of interconnected devices and distributed subsystems to leverage data gathered by sensors and actuators in some sort of environment and to take a proper decision on a high level. In this chapter, the authors propose an approach to Microcloud-based IoT infrastructure management to provide the desired quality of IT services with rational use of IT resources. Efficiency of IT infrastructure management can be estimated by the quality of services and the management costs. The task of operational service quality management is to maintain a given level of service quality with the use of minimum IT resources amount in IoT environment. Then, the maximum efficiency can be achieved by selecting such control when actual level of service corresponds to the coordinated with business unit and can be achieved by minimal costs. The proposed approach allows the efficient use of resources for IT services provision in IoT ecosystem through the implementation of service level coordination, resource planning and service level management processes in an integrated IT infrastructure management system based on hyperconvergence and software-defined principles. The main goals of this chapter are to investigate the state of art of the IoT applications resource demands in the context of datacenter architecture deployment and to propose Microcloud-based IoT infrastructure resource control method.

scholarly journals POSSIBILITIES FOR IMPROVING THE SERVICE QUALITY OF SMALL HOTELS IN NOVOSIBIRSK

2017 ◽  
Vol 11 (4) ◽  
pp. 168-180
Author(s):  
Лидия СТРЕБКОВА ◽  
Lydia STREBKOVA
Keyword(s):  
Service Quality ◽  
Corporate Culture ◽  
Business Processes ◽  
Services Quality ◽  
Price Policy ◽  
Service Level ◽  
Successful Operation ◽  
Fast Adaptation ◽  
Major Factors

The article considers the concept of hotel services quality, and pays special attention to the fact that service level depends on the focusing of staff on customer. An important condition for the successful operation of a small hotel is its orientation towards the consumer, consisting in enhance the perceived value of the service, in meeting its needs and, as a result, in achieving customer loyalty. Focusing of employees on customer is one of major factors of ensuring efficiency of activities and competitiveness of hotel. The author researches the quality assessment of the small hotels services in Novosibirsk. The main problems in rendering hotel services revealed by author are related to technical, functional and social service quality. Virtually all aspects of activities of small hotels have shortcomings showing the lack of system approach to management, despite the size and an organizational structure of enterprises which assume mobility and flexibility of management, fast adaptation to a market situation, requests of consumers, a high susceptibility to innovations. The author offers the recommendations for improving activities of small hotels, implementation of which will allow to increase hotel services quality. The management of small hotels of the Novosibirsk should pay attention to the following parameters: material and technical resources, quality standards, corporate culture, corporate style, staff policy, technologies of servicing, organization of business processes, range of services, price policy, and marketing communications. The service quality improvement should be complex and cover all activities of hotel. To hold the client, the enterprises of the industry of hospitality need to motivate the employees, to improve quality of the provided services, raising degree of a customer satisfaction and creating its loyalty of the organization.

scholarly journals CUSTOMER RESTAURANT SELECTION FACTORS IN VEGAN RESTAURANTS: AN EVALUATION OF ONLINE REVIEWS IN MELBOURNE VEGAN RESTAURANTS

2021 ◽  
Author(s):  
Anh Viet Le ◽  
◽  
Thu Huong Nguyen ◽  
Joel Francis F. Hernandez ◽  
◽  
...  
Keyword(s):  
Content Analysis ◽  
Service Quality ◽  
Food Quality ◽  
Qualitative Content Analysis ◽  
Online Reviews ◽  
The World ◽  
Selection Factors

Restaurants are constantly adapting towards customers’ wants and needs. Vegan restaurants have become increasingly popular, particularly in Melbourne, which is one of the fastest growing vegan markets in the world. While there is literature and evidence of restaurant selection factors in general restaurants, there are no specific studies in vegan restaurants. The aim of this study is to determine the customer restaurant selection factors in vegan restaurants by way of a qualitative content analysis of 5 popular Melbourne vegan restaurants with 10 reviews each. This study found that similar to general restaurants that serve meat, vegan restaurants are chosen mainly because of their food quality and service quality. Vegan restaurants must continue to build on the quality of their food and prioritize putting the same amount of focus on service quality, as poor service quality can completely tarnish the entire dining experience.

scholarly journals Analisis Tingkat Kualitas Produk dan Tingkat Pelayanan Kentucky Fried Chicken (KFC) Cabang Palembang Trade Centre

2019 ◽  
Vol 16 (4) ◽  
pp. 203-211
Author(s):  
Santi Oktavianti
Keyword(s):  
Quality Of Service ◽  
Quantitative Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Air Conditioning ◽  
Service Level ◽  
Survey Result ◽  
Trade Center ◽  
Positive Effect

Tujuan penelitian – This research to identify and analyze the level of product quality and service level of Kentucky Fried Chicken (KFC) branch of the Palembang Trade Center Desain/Metodologi/Pendekatan – The variables used in this study is the level of product quality and service quality levels. The analytic technique used in this research is descriptive quantitative analysis Temuan – Based on the survey result revealed that the analysis of the level of product quality and service level of Kentucky Fried Chicken (KFC) in Palembang Branch Trade positive effect on service, this sesuiai with the consumer demand in expect include: KFC halal certified chicken, flavored chicken meat that is tender and delicious, as well as the packaging of products is good. Based on the results of the quality of service, consumers are comfortable with employees who are always friendly when ordering food and sprightly in helping consumers, as well as adequate facilities such as air conditioning, clean Restrooms, free parking and there are several restaurants in the arena children's play area Keterbatasan penelitian – Originality/value – Keywords : The level of product quality and service level

scholarly journals STUDENTS’ FOOD SERVICE SET UP IN SCHOOL CANTEENS: THEORY AND PRACTICE BASICS

2021 ◽  
Vol 71 (2) ◽  
Author(s):  
Nila Piatnytska ◽  
Oleg Parubec ◽  
Oleg Hryhorenko
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Providers ◽  
Age Groups ◽  
Food Service ◽  
Service Level ◽  
Theory And Practice ◽  
Self Service ◽  
Teachers And Parents

The article describes the analysis of transformation of food services at secondary school establishments in Kyiv. The main goal was to provide children with sufficient qualitative and safe food. Factors that contribute to the solution of this issue were identified. It was proved that the food service is an important part of this task. The current state of food service at school canteens and cafeteria was assessed. The following different method and ways of service were investigated: multi-profile nutrition, self-service with different payment methods for food, service by cooks and waters. The benefits, possible short-comings and difficulties of use of different methods were defined. Correctness of the use of these methods for the students of different age groups was scientifically proved. The measures which negatively impact the service level were also identified based on scientific research. The responsibilities of parents and other executive persons as moderators of food service process at school canteens were defined. The value of appropriate material and technical base which complies with building codes and rules as well as sanitary, hygienic and environmental standards for the serving process was demonstrated. The importance of customer service quality control was shown. The necessity of a study of customer demand with the help of surveys among students, teachers and parents was demonstrated as well as with the help of automatic system which will help to work out the number of methods for improving student service quality. A number of limitation factors which are introduced in connection with the spread of coronavirus infection were characterized and the assessment of these limitation factors on the quality of customer service was shown. The recommendations about using different limit methods were given. The necessity of new tender requirements to the food service providers in secondary schools were pointed out, which is supposed to improve their responsibility for the quality of service provided. The legitimacy of the use of various terms in the field of service was theoretically substantiated. The scientifically substantiated classification of methods and forms of service of students was carried out. The areas of work to bring the quality of food organization to the requirements and preferences of students were identified.

IoT and Cloud Computing

2020 ◽  
pp. 1157-1185
Author(s):  
Oleksandr Rolik ◽  
Sergii Telenyk ◽  
Eduard Zharikov
Keyword(s):  
Service Quality ◽  
Resource Planning ◽  
Service Level ◽  
Level Of Service ◽  
Infrastructure Management ◽  
It Services ◽  
It Infrastructure ◽  
Use Of Resources ◽  
It Resources

The Internet of Things (IoT) is an emerging technology that offers great opportunities that is designed to improve the quality of consumers' lives, and also to improve economic indicators and productivity of enterprises, and more efficient use of resources. IoT system refers to the use of interconnected devices and distributed subsystems to leverage data gathered by sensors and actuators in some sort of environment and to take a proper decision on a high level. In this chapter, the authors propose an approach to Microcloud-based IoT infrastructure management to provide the desired quality of IT services with rational use of IT resources. Efficiency of IT infrastructure management can be estimated by the quality of services and the management costs. The task of operational service quality management is to maintain a given level of service quality with the use of minimum IT resources amount in IoT environment. Then, the maximum efficiency can be achieved by selecting such control when actual level of service corresponds to the coordinated with business unit and can be achieved by minimal costs. The proposed approach allows the efficient use of resources for IT services provision in IoT ecosystem through the implementation of service level coordination, resource planning and service level management processes in an integrated IT infrastructure management system based on hyperconvergence and software-defined principles. The main goals of this chapter are to investigate the state of art of the IoT applications resource demands in the context of datacenter architecture deployment and to propose Microcloud-based IoT infrastructure resource control method.

Service-Oriented Organizational Management System for an Information Systems Business

2014 ◽  
pp. 367-379
Author(s):  
Shoji Konno
Keyword(s):  
Information System ◽  
Information Systems ◽  
Service Quality ◽  
Management System ◽  
Organizational Management ◽  
Management Systems ◽  
Dominant Logic ◽  
The World ◽  
Service Oriented

Recently, the globalization of information system business has expanded all over the world. In order to enhance the service quality of the business, the authors examine adopting the “value in use” concept to a traditional organizational management system based on GDL. Now, they face the improvement problems, which are defined as transformation from GDL-oriented organizational management systems into service-dominant logic-oriented organizational management systems. In this chapter, the authors describe how to transform from the GDL-oriented system into the SDL-oriented management system by using the “value in use” concept, which is deeply related to service value creation.

scholarly journals Service Quality of Online Shopping Platforms: A Case-Based Empirical and Analytical Study

2013 ◽  
Vol 2013 ◽  
pp. 1-9 ◽  
Author(s):  
Tsan-Ming Choi ◽  
Pui-Sze Chow ◽  
Bowood Kwok ◽  
Shuk-Ching Liu ◽  
Bin Shen
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Analytical Study ◽  
Online Shopping ◽  
Service Level ◽  
Customer Perceptions ◽  
Optimal Service ◽  
Quality Instruments

Customer service is crucially important for online shopping platforms (OSPs) such as eBay and Taobao. Based on the well-established service quality instruments and the scenario of the specific case on Taobao, this paper focuses on exploring the service quality of an OSP with an aim of revealing customer perceptions of the service quality associated with the provided functions and investigating their impacts on customer loyalty. By an empirical study, this paper finds that the “fulfillment and responsiveness” function is significantly related to the customer loyalty. Further analytical study is conducted to reveal that the optimal service level on the “fulfillment and responsiveness” function for the risk averse OSP uniquely exists. Moreover, the analytical results prove that (i) if the customer loyalty is more positively correlated to the service level, it will lead to a larger optimal service level, and (ii) the optimal service level is independent of the profit target, the source of uncertainty, and the risk preference of the OSP.

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