Which factors affect willingness-to-pay for automated vehicle services? Evidence from public road deployment in Stockholm, Sweden

Abstract Introduction Travel demand and travel satisfaction of a transport service are affected by user perceptions of the service quality attributes, and such perceptions should be included in studying user willingness-to-pay (WTP) for automated vehicle (AV) services. This study applied structural equation modelling with service quality attribute perceptions as latent variables affecting WTP. Objectives We investigated how WTP AV services are affected by socio-demographic characteristics, knowledge and experiences with AV, existing travel modes and particularly, perceptions of the associated service quality attributes. The AV services are: 1) on-demand personalised AV (PAV) service, 2) demand responsive shared AV (SAV) service, and 3) first−/last-mile automated bus (AB) service. Methods The data were collected from 584 potential users of a first−/last-mile AB service trial operated in Kista, Stockholm. Results Results show people hold different expectations towards each type of AV service. These expectations act as the minimum requirements for people to pay for the AV services. Respondents are found to be willing to pay more for PAV service if it is safe, provides good ride comfort, and is competitively priced relative to the price travelling by metro and train over a same distance. Other than service quality attribute perceptions, income level, existing travel modes for daily trips, familiarity with automated driving technology and AB ride experience are important factors affecting WTP for the AV services. Conclusion The developed model can be applied to understand expectations of potential users towards a new AV service, and to identify user groups who are willing to pay the service. New AV services can thus be designed sensibly according to users’ actual needs.

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ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

JURNAL PERSPEKTIF BEA DAN CUKAI ◽

10.31092/jpbc.v1i1.124 ◽

2017 ◽

Vol 1 (1) ◽

Author(s):

Agus Sriyanto

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Latent Variables ◽

Structural Equation ◽

Positive Impact ◽

Positive Influence ◽

Equation Modeling ◽

Policy Makers ◽

Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM

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Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

Journal of Food and Pharmaceutical Sciences ◽

10.22146/jfps.1148 ◽

2021 ◽

pp. 372-383

Author(s):

Jumeri Jumeri ◽

Khosyani ◽

Falah M.A.F

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Latent Variables ◽

Structural Equation ◽

Equation Modeling ◽

Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

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Study of the public service satisfaction degree in China city

E3S Web of Conferences ◽

10.1051/e3sconf/202123603024 ◽

2021 ◽

Vol 236 ◽

pp. 03024

Author(s):

Chen Fan ◽

Wang Shengjin

Keyword(s):

Service Quality ◽

Public Service ◽

Latent Variables ◽

Structural Equation ◽

Service Satisfaction ◽

The Public ◽

Satisfaction Index ◽

Index Model ◽

Satisfaction Degree

The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.

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Development and Testing of an Education Service Quality Model [Abstract]

10.28945/4781 ◽

2021 ◽

Author(s):

William D Senn ◽

Gayle Prybutok ◽

Kittipong Boonme ◽

Victor R. Prybutok

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Student Perceptions ◽

Latent Variables ◽

Structural Equation ◽

Future Research ◽

Effective Manner ◽

Education Service ◽

Auxiliary Services

Aim/Purpose: This study builds upon theory to develop and test a parsimonious model of service quality importance, the Higher Education Service Quality Importance (HESQI) Model, for use in standardized, frequent surveys of student satisfaction in higher education service delivery. Background: Educational institutions operating in the higher education marketplace are facing increased competition for students. In order to be competitive in terms of the student services provided, these institutions need a method to evaluate and measure, on a frequent and recurring basis, the quality and performance of their services. Methodology: A survey was developed and administered to a stratified random sample of 1,400 students at a large public university in the southwestern United States. The 56% response rate was comprised of 790 total respondents. Partial least squares structural equation modelling (PLS-SEM) was used to analyze model constructs and latent variables. Reliability, validity, non-response bias, and common method bias were assessed as part of the research. Contribution: The HESQI is a compact, parsimonious instrument that can be administered in a cost-effective manner for faster, point-in-time checks of student satisfaction with less survey fatigue than larger instruments. Findings Service quality is significantly correlated with student satisfaction. The developed model is capable of explaining nearly 70% of the variance in student perceptions of satisfaction. Recommendations for Practitioners: The developed HESQI instrument addresses the need for a quick and easy measurement instrument to assess student satisfaction in higher education institutions. The HESQI instrument simplifies data collection and analysis and can be used on a frequent and ongoing basis to gain rapid insight into service and quality issues affecting students. Recommendations for Researchers: The development of the HESQI provides an instrument that researchers can use to study the delivery of auxiliary services in higher education. In addition, the methodology used has implications for how to develop and test other parsimonious instrument for use in other contexts. Impact on Society: Higher education is of critical value to societal mobility. As such providing a better experience for those who seek education is important and services are an important part of that experience. The HESQI has an important role in helping to improve that experience because it allows measuring the satisfaction with changes that are made to improve auxiliary services which are important to the overall environment and experience. Future Research: Future research may be carried out to further validate and confirm the research findings and use it in other environments. Also, research may consider a single item instrument in similar environments.

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An empirical assessment of the extended service quality model

South African Journal of Business Management ◽

10.4102/sajbm.v28i2.788 ◽

1997 ◽

Vol 28 (2) ◽

pp. 42-52

Author(s):

Deon Nel ◽

Christo Boshoff ◽

Gerhard Mels

Keyword(s):

Service Quality ◽

Latent Variables ◽

Structural Equation ◽

Discriminant Validity ◽

Quality Model ◽

Effective Response ◽

Empirical Assessment ◽

The United Kingdom ◽

Measurement Framework ◽

Extended Service

The purpose of this article is to conduct an empirical assessment of the extended service quality model proposed by Zeithaml, Berry Parasuraman. The article provides a brief review of the gap concept as a measurement framework for service quality issues. This is followed by a description of the relationships in the extended service quality model and how it can be tested. The assessment consists of three steps. First, the internal consistency and the discriminant validity of the scales used to measure the latent variables of the extended service quality model are investigated. Based on these results an amended service quality model is fitted to the data. Finally, a revised structure for a more appropriate service quality model is suggested based on a structural equation assessment of an amended service quality model. The questionnaire was mailed to a total of 10 000 customers of a large national electricity utility in the United Kingdom. The total was divided into 5 000 each for business and domestic customers, which was again subdivided into 2 500 active users and 2 500 inactive users of the company's services. After elimination of incomplete questionnaires, a total of 1 860 questionnaires were used in the analysis, an effective response rate of 18.6%. The empirical results reported in this study suggest that considerable research is still required to enhance our understanding of the factors influencing service quality. Three concerns are the improvement of the psychometric capabilities of the scales used in this study, the search for unspecified constructs and antecedents which may influence individual gaps, and the unbundling of the internal gaps.

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Prediction of citizen satisfaction with local government based on perceptions of physical disorder

Journal of Place Management and Development ◽

10.1108/jpmd-09-2013-0021 ◽

2014 ◽

Vol 7 (2) ◽

pp. 153-175 ◽

Cited By ~ 5

Author(s):

Héctor Oscar Nigro ◽

Sandra Elizabeth González Císaro

Keyword(s):

Local Government ◽

Service Quality ◽

Latent Variables ◽

Structural Equation ◽

Equation Model ◽

Physical Disorder ◽

Content Type ◽

Local Leadership ◽

Citizen Satisfaction

Purpose – The purpose of this paper is to identify the aspects of service quality that citizens view as most important regarding the improvement of their quality of life within the city where they live, by finding out the intangible variables or factors that most influence citizen satisfaction with the local government. The paper uses a measuring instrument to obtain survey data and build a theoretical and empirical model that operates at the level of the local government. Design/methodology/approach – It involves a construction of a causal theoretical model that follows a series of steps that connect the empirical context (data) with the same theoretical representation (model from reality). This model attempts to explain the relations between the latent variables included in the structural equation model from background knowledge inspired in the evolution of social sciences. Findings – The emergent model discriminates three areas pertaining to quality of services, its relationship with the satisfaction of citizens in local government across local leadership image and expectations. Practical implications – Citizens satisfaction indexes provide not only information about citizen satisfaction and the rate of fidelity and perceived quality but also suggestions about the factors influencing this satisfaction. Originality/value – This article describes the many and varied possible relationships between the various precedents and consequences that influence the conceptualization of citizen satisfaction with the local government. The paradigm used focuses on perceptions of physical disorder rather than on the hierarchical approach of conceptualizing the perception of service quality.

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The Effect Of Online Learning Service Quality On Student Satisfaction During COVID19 Pandemic In 2020

Jurnal Manajemen Indonesia ◽

10.25124/jmi.v20i3.3520 ◽

2020 ◽

Vol 20 (3) ◽

pp. 240

Author(s):

Hery Winoto Tj ◽

Hans Harischandra Tanuraharjo

Keyword(s):

Online Learning ◽

Service Quality ◽

Organizational Behavior ◽

Student Satisfaction ◽

Latent Variables ◽

Structural Equation ◽

Equation Model ◽

Work From Home ◽

The Government ◽

Management Students

The coronavirus disease in 2019 (COVID 19) becomes the focus of all the countries in the world to finish. This virus is so dangerous that all efforts get done to stop it. Unfortunately, it is impossible to do it, but what can do is by the prevention of its spread. To do it, moreover, the government of Indonesia advises all Indonesians to work from home in all sectors, including education. As one of the responsible higher institutions for educating the students, Universitas Kristen Krida Wacana obeys this suggestion by the work from home for the lecturers to carry on online learning for the students. This study intends to investigate and analyze the online learning quality on the satisfaction of the management students in the faculty of economics and business, taking the subject of human resource management and organizational behavior in 2020. Furthermore, they become the population of this study. By the stratified random sampling method from the community consisting of 76 students and a variance-based structural equation model (SEM), this research grabs 64 students as the sample. It analyzes the collected data associated with latent variables. After testing and analyzing the data, this study infers that the better quality of service online learning, the more satisfied the students. In other words, the implementation of this online learning is successful. Likewise, some practical and theoretical recommendations based on this evidence are available. Keywords – lecturer, online learning service quality; the spread of COVID 19; student satisfaction; work from home

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An examination of intentions of recommending fitness centers by user members

Motriz Revista de Educação Física ◽

10.1590/s1980-65742014000400004 ◽

2014 ◽

Vol 20 (4) ◽

pp. 384-391 ◽

Cited By ~ 1

Author(s):

Celina Gonçalves ◽

Rui Biscaia ◽

Abel Correia ◽

Ana Diniz

Keyword(s):

Service Quality ◽

Structural Equation ◽

Well Being ◽

Quality Attributes ◽

Equation Model ◽

Fitness Centers ◽

Item Generation ◽

Fitness Center ◽

Negative Effect ◽

Positive Effect

The goal of this study was to examine what experiences members have with fitness centers that influence their intentions for recommendation. After item generation and content validity, as well as a pilot test, a survey was conducted among members of five different clubs (n=1750). The questionnaire included measures of service quality attributes, accessibility, well-being in life, well-being in a club, and intentions to recommend a fitness center. Results using a structural equation model provide evidence that only service quality attributes and well-being in a club have positive effect on intentions of users to recommend it. Well-being in life has a negative effect on the intentions for recommendation, while accessibility shows no predictive effect. These findings suggest implications for the management of a club, such as the need to create a pleasant environment and to provide a personalized service directed towards the members' goals in order to improve well-being in a club and contribute to increase the intentions to recommend the fitness centers to others.

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Antecedents of the Green Behavioral Intentions of Hotel Guests: A Developing Country Perspective

Sustainability ◽

10.3390/su13084427 ◽

2021 ◽

Vol 13 (8) ◽

pp. 4427

Author(s):

Farida Saleem

Keyword(s):

Willingness To Pay ◽

Developing Country ◽

Behavioral Intentions ◽

Structural Equation ◽

Negative Impact ◽

Positive Impact ◽

Quality Attributes ◽

Study Data ◽

Equation Modeling ◽

Revisit Intentions

The current study sought to extend the literature on antecedents of the green behavioral intentions of hotel guests in a developing country context. Building on the theory of planned behavior and moral norm-activation theory, antecedents of the green behavioral intentions of hotel guests were proposed and tested using a developing country as a field of study. Data were collected from 203 hotel guests, and the proposed model was analyzed using a structural equation modeling technique. The results showed that altruism helps in developing positive attitudes, and these attitudes have a significant influence on hotel guests’ green behavioral intentions. Similarly, cognitive aspects, including quality attributes and value for money, also play a role in developing positive intentions for willingness to pay more and revisit intentions. Inconvenience has a significant negative impact on revisit intentions, and quality attributes have a significant positive impact on willingness to pay more.

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Modeling of Tourist Satisfaction in Bali

Binus Business Review ◽

10.21512/bbr.v9i3.5019 ◽

2018 ◽

Vol 9 (3) ◽

pp. 261-276

Author(s):

Gusti Ngurah Joko Adinegara

Keyword(s):

Service Quality ◽

Latent Variables ◽

Structural Equation ◽

Word Of Mouth ◽

Perceived Value ◽

Equation Modeling ◽

Tourist Satisfaction ◽

Revisit Intention ◽

Hotel Service ◽

Hotel Service Quality

This research provided the new results on the determinants of tourist satisfaction. The data were obtained using questionnaire as the instrument. The variables used were destination and hotel service quality, destination and hotel image, tourist perceived value, tourist satisfaction, revisit intention, and word of mouth. Sampling technique was convenience sampling. The respondents were foreign and domestic tourists who traveled to Bali and stayed at three and four-star hotels. The sample size was 265. Then, the Structural Equation Modeling (SEM) was utilized in explaining the relationship between latent variables and hypotheses. The result shows that from eleven hypotheses, there are two rejected hypotheses regarding the influence of destination service quality and hotel service quality on the image. Destination and hotel image has a significant effect on revisit intention and word of mouth through tourist perceived value and satisfaction. Theoretically, tourist satisfaction determines the factors that affect it directly and indirectly. Practically, tourism business should manage the destination and hotel service quality because it increases the tourist perceived value.

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