scholarly journals Optimization of airport check-in service quality focused on operational costs and passengers’ satisfaction

PLoS ONE ◽  
2021 ◽  
Vol 16 (8) ◽  
pp. e0253586
Author(s):  
Ludovica Adacher ◽  
Marta Flamini
Keyword(s):  
Service Quality ◽  
Service System ◽  
Discrete Event ◽  
Greedy Heuristic ◽  
Airport Management ◽  
Operational Costs ◽  
Event Model ◽  
Levels Of Service ◽  
Surrogate Method

Passengers’ requirements in relation to the Airport Service Quality is rapidly increasing and forcing companies and airport management to improve the services performances. It is clear that this enhancement can not overlook the implication of competitive issues and economic concerns. In this paper the authors deal with the optimization of the check-in area management in the international airport of Lisbon. The proposed bi-criteria objective function minimizes the operational costs plus the costs measuring the passengers’ discomfort in terms of waiting time in line. The quality of the supplied check-in service is measured and mapped into the Levels of Service system standardized by the International Air Transport Association. The type of passengers and their stochastic behavior and preferences are simulated by a discrete event model. The operational costs and the passengers’ satisfaction are optimized by an algorithm based on the Surrogate Method, the performance of which are compared to those of a greedy heuristic and of a genetic algorithm.

scholarly journals Young clients’ attitudes to service quality at retail banks in a developing country

2017 ◽  
Vol 12 (1) ◽  
pp. 44-53
Author(s):  
Nkululeko Praise God Zungu ◽  
Roger B. Mason
Keyword(s):  
Service Quality ◽  
Developing Country ◽  
Jel Classification ◽  
Retail Banking ◽  
Statistical Techniques ◽  
University Campuses ◽  
Quota Sampling ◽  
Levels Of Service ◽  
Retail Banks

The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL questionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being collected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or exceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a developing country, an aspect that has been under-researched. Keywords: service quality, retail banking, expectations, perceptions, customer satisfaction, loyalty, SERVQUAL, South Africa. JEL Classification: G21, L84, M31

A Fuzzy Set Approach in the Quantification of Technical Support Service Quality

1998 ◽  
Vol 42 (6) ◽  
pp. 564-568 ◽  
Author(s):  
Sridevi S. Rao ◽  
Ray Eberts ◽  
M.U. Thomas ◽  
Robert Plante
Keyword(s):  
Service Quality ◽  
Fuzzy Set ◽  
Individual Variation ◽  
Behavioral Intentions ◽  
Support Service ◽  
Technical Support ◽  
Quality Dimension ◽  
Study Results ◽  
Levels Of Service

Consumers' perceptions of service quality are highly qualitative as well as subjective. Individual variation exists in the meaning of “low,” “medium,” or “high” levels of service quality. A framework for quantifying the service quality dimension levels for technical support service is presented in the current study. Results are combined with the utility values of the dimension levels obtained through conjoint analysis. Customers' behavioral intentions subsequent to the quality of the technical support they experience are also found empirically. The methodology presented in this research can be used in improving the comprehensibility and quantification of service quality.

scholarly journals PENGARUH SISTEM PELAYANAN TERHADAP KUALITAS PELAYANAN UNIT TRANSFUSI DARAH PALANG MERAH INDONESIA KABUPATEN POLEWALI MANDAR PROVINSI SULAWESI BARAT

2021 ◽  
Vol 4 (1) ◽  
pp. 50-56
Author(s):  
Andi Ahmad Natas Sjuaib ◽  
Syamsul Bahri ◽  
Juharni Juharni
Keyword(s):  
Blood Transfusion ◽  
Service Quality ◽  
Service System ◽  
Blood Donation ◽  
Employee Performance ◽  
Service Systems ◽  
Red Cross ◽  
Positive Direction ◽  
Quantitative Research Methods

Kegiatan donor darah secara khusus menjadi tanggung jawab Unit Tranfusi Darah Palang Merah Indonesia Kabupaten Polewaali Mandar. Tujuan dalam penelitian ini untuk mengetahui dan menganalisis yaitu 1. kinerja pegawai dan sistem pelayanan berpengaruh terhadap kualitas pelayanan unit transfusi darah palang merah Indonesia Kabupaten Polewali Mandar Provinsi Sulawesi Barat. 2. kinerja pegawai berpengaruh terhadap kualitas pelayanan unit transfusi darah palang merah Indonesia Kabupaten Polewali Mandar Provinsi Sulawesi Barat. 3. Sistem pelayanan berpengaruh terhadap kualitas pelayanan unit transfusi darah palang merah Indonesia Kabupaten Polewali Mandar Provinsi Sulawesi Barat. dengan menggunakan metode penelitian kuantitatif dengan tipe penelitian survey. Survey adalah penelitian yang sumber data dan informasi utamanya diperoleh dari responden sebagai sampel penelitian dengan menggunakan kuesioner atau angket sebagai instrumen pengumpulan data. Hasil penelitian menunjukan bahwa kinerja pegawai dan sistem pelayanan memiliki arah yang positif dan berpengaruh secara signifikan terhadap kualitas pelayanan. Kinerja pegawai dan sistem pelayanan secara parsial mampu memberikan pengaruh terhadap kualitas pelayanan dan diketahui bahwa sistem pelayanan merupakan faktor yang memiliki pengaruh lebih besar dari pada kinerja pegawai terhadap kualitas pelayanan Unit Transfusi Darah Kabupaten Polewali Mandar. Blood donation activities are specifically the responsibility of the Indonesian Red Cross Blood Transfusion Unit, Polewaali Mandar Regency. The purpose of this study was to determine and analyze, namely: 1. employee performance and service systems affect the service quality of the Indonesian Red Cross blood transfusion unit, Polewali Mandar Regency, West Sulawesi Province. 2. Employee performance affects the service quality of the Indonesian Red Cross blood transfusion unit, Polewali Mandar Regency, West Sulawesi Province. 3. The service system affects the service quality of the Indonesian Red Cross blood transfusion unit, Polewali Mandar Regency, West Sulawesi Province. by using quantitative research methods with the type of survey research. Survey is research in which the main source of data and information is obtained from respondents as research samples by using questionnaires or questionnaires as data collection instruments. The results showed that the performance of employees and the service system had a positive direction and had a significant effect on service quality. Employee performance and service systems are partially able to influence the quality of service and it is known that the service system is a factor that has a greater influence than employee performance on the service quality of the Blood Transfusion Unit of Polewali Mandar Regency.

scholarly journals Model of passenger rolling stock maintenance

2018 ◽  
Vol 216 ◽  
pp. 02018 ◽  
Author(s):  
Dmitry Bannikov ◽  
Nina Sirina
Keyword(s):  
High Speed ◽  
Discrete Event ◽  
Rolling Stock ◽  
Maintenance And Repair ◽  
Maintenance System ◽  
Repair Costs ◽  
Facilities Location ◽  
Event Model ◽  
Maintenance Model

In order to improve the quality of maintenance and repair of a passenger rolling stock, Russian Railways JSC requires transition to routine maintenance. The paper studies the main stages of building a discrete-event model of a passenger rolling stock maintenance using AnyLogic environment. The following key parameters of maintenance are used: maintenance facilities location, rolling stock operability index, probability index for operational efficiency (downtime and failure probability), maintenance and repair costs. The maintenance model is implemented in the integrated modeling library. Simulation model enables to implement the modeled system and obtain performance indicators of routine maintenance system operation. By simulating various conditions it is possible to evaluate efficiency of the studied maintenance system for a high-speed passenger rolling stock.

scholarly journals Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak

2021 ◽  
Vol 19 (1) ◽  
pp. 83
Author(s):  
Thowayeb H. Hassan ◽  
Amany E. Salem
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Low Cost ◽  
Strategic Plans ◽  
Low Cost Carriers ◽  
Levels Of Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

scholarly journals The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia)

2019 ◽  
Vol 14 (4) ◽  
pp. 69-77
Author(s):  
Edy Sulistiyawan ◽  
Ubud Salim ◽  
Ainur Rofiq ◽  
Rofiaty
Keyword(s):  
Service Quality ◽  
Management Practices ◽  
Service System ◽  
Secondary Data ◽  
Primary Data ◽  
Banking Service ◽  
The Right ◽  
Final Effect

The study aims to explore the effect of the quality of state-owned sharia banks’ services on consumers’ satisfaction and happiness. It contributes to knowledge of marketing management theory and management practices. The expected final effect is that the right quality of customers` service practice can increase customers’ satisfaction and happiness in the Islamic context. The study uses quantitative approach. It relies on primary data obtained from questionnaire results and secondary data in the form of information from state-owned sharia banks including Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri. The study considers PLS-SEM as the right tool for data analysis. The findings of the study are as follows: 1) only two of seven dimensions of service quality that significantly affect consumers’ satisfaction, are the Islamic Service System and the Responsiveness System, while the remaining effects come from other hypotheses not included in the model; 2) consumers’ satisfaction has a significant effect on consumers` happiness, and the remaining effects come from other concepts that are worth exploring.

scholarly journals Evaluation of Patient Satisfaction Towards Pharmacy Services at Hospital Outpatient Pharmacies in Padang

2019 ◽  
Vol 2 (1) ◽  
pp. 31-34
Author(s):  
Sara Surya ◽  
Sefrianita Kamal ◽  
Lusia Eka Putri
Keyword(s):  
Patient Satisfaction ◽  
Data Collection ◽  
Health Services ◽  
Service Quality ◽  
Service System ◽  
Pharmacy Services ◽  
Descriptive Data ◽  
Hospital Outpatient ◽  
Satisfaction Analysis

Patient satisfaction with the quality of pharmaceutical services is an essential indicator in the variety of health services in hospitals. Service quality is said to be enjoyable and satisfying if the services received are by or exceeding expectations. Otherwise, service quality is supposed to be inadequate or unsatisfactory if the service received is lower than expected. This study aims to determine the percentage level of patient satisfaction with pharmacy services at hospital outpatient pharmacies in Padang and to find out the pharmaceutical service system carried out by pharmacists on duty at hospital outpatient pharmacies that were located in Padang. This study used descriptive data collection. Satisfaction was assessed by giving questionnaires to respondents, and then the surveys were analyzed descriptively. Assessment of patient satisfaction was conducted by taking data through a poll of 100 respondents. Satisfaction analysis was carried out using a Likert scale, and then the data was displayed in the cartesian form.

scholarly journals Service Quality - Determining Factors

2015 ◽  
Vol 1 ◽  
pp. 102-105
Author(s):  
Laimutė Žalimienė
Keyword(s):  
Service Quality ◽  
Social Services ◽  
Social Service ◽  
Service System ◽  
Quality Measurement ◽  
Distinguishing Characteristic ◽  
Determining Factors ◽  
Second Period ◽  
Social Service System

The goal of the paper is to present the development of social service system in Lithuania. The first period is from 1990 to 1998. It is stated that the first period is characterized by the rapid increase in the amount of social services. The second period started in 1998 and its distinguishing characteristic is an attention to the quality of social services. The issues and difficulties of quality measurement are discussed in the last part of the paper.

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