scholarly journals A Study on Determinants of Customer Satisfaction in E-enabled bus booking platforms

2021 ◽  
Vol 12 (2) ◽  
pp. 2640-2648
Author(s):  
Amol Deogadkar
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Business Models ◽  
Research Development ◽  
Reliability Score ◽  
Bus Services ◽  
Larger Sample ◽  
Specific Scale ◽  
Variance Explained ◽  
Adequate Reliability

E-enabled ventures (especially the online bus booking services) have witnessed impressive growth in India during last decade. Especially after COVID-19, customer shift towards online services is expected to augment. This paper is an attempt to develop a scale for determinants of customer satisfaction amongst the existing users of online bus booking (e-enabled platform).Using e-SERVQUAL model by Parasuraman et al. (2005), a draft instrument was designed. Since online bus services also includes physical experience of services offered, Tangibility factor was added in the construct. The questionnaire was tested on a sample of existing users of online bus booking services (n=105). After checking for the adequate reliability score, Exploratory factor Analysis (EFA) was performed. It resulted into extraction of four factors such as Contact, Fulfilment, Privacy and Responsiveness, accounting for 50.5% of total variance explained. Validating this scale on a larger sample for generalisation of the results would be the future agenda of research. Development of India specific scale for e-enabled business models in public transports can be considered as one of the major contribution of this study.

scholarly journals A Study on Determinants of Customer Satisfaction in E-enabled Bus Booking Platforms

2021 ◽  
Vol 12 (2) ◽  
pp. 1895-1905
Author(s):  
Amol Deogadkar, Et. al.
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Business Models ◽  
Research Development ◽  
Reliability Score ◽  
Bus Services ◽  
Larger Sample ◽  
Specific Scale ◽  
Variance Explained ◽  
Adequate Reliability

E-enabled ventures (especially the online bus booking services) have witnessed impressive growth in India during last decade. Especially after COVID-19, customer shift towards online services is expected to augment. This paper is an attempt to develop a scale for determinants of customer satisfaction amongst the existing users of online bus booking (e-enabled platform). Using e-SERVQUAL model by Parasuraman et al. (2005), a draft instrument was designed. Since online bus services also includes physical experience of services offered, Tangibility factor was added in the construct. The questionnaire was tested on a sample of existing users of online bus booking services (n=105).   After checking for the adequate reliability score, Exploratory factor Analysis (EFA) was performed. It resulted into extraction of four factors such as Contact, Fulfilment, Privacy and Responsiveness, accounting for 50.5% of total variance explained. Validating this scale on a larger sample for generalisation of the results would be the future agenda of research. Development of India specific scale for e-enabled business models in public transports can be considered as one of the major contribution of this study.

Relation between Number of Subjects and Homogeneity of the Scale in Factor Analytic Studies

1997 ◽  
Vol 85 (3_suppl) ◽  
pp. 1168-1170
Author(s):  
S. M. S. Ahmed ◽  
André Michon
Keyword(s):  
Factor Analysis ◽  
Factor Analytic ◽  
Variance Explained

This paper describes a factor analysis of the responses of 50, 60, 70, 80, 90, 100, 110, 120, 130, 140, 150, or 160 subjects. The result shows that homogeneous scales need fewer subjects than heterogeneous scales for stable results in terms of the number of extracted factors and percentage of variance explained.

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals Validation of Brief Condom Use Attitudes Scales For Spanish Speaking People-who-use-drugs in El Salvador

2020 ◽  
Author(s):  
Sara Beachy ◽  
Julia Lechuga ◽  
Julia Dickson-Gomez ◽  
Chris Liang
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Condom Use ◽  
El Salvador ◽  
Short Form ◽  
People Who Use Drugs ◽  
San Salvador ◽  
Spanish Speaking ◽  
Confirmatory Factor ◽  
Adequate Reliability

Abstract Background People-who-use-drugs (PWUDs) are a population severely impacted by a concentrated epidemic of HIV. Behavioral interventions to prevent and treat HIV among PWUDs have been implemented around the world including in low- and middle-income countries which have been disproportionately affected by HIV. However, few studies have been conducted with PWUDs to assess the validity and psychometric properties of measures that assess intervention effectiveness. Furthermore, there are very few measures that have been validated on transnational populations as most research interventions have utilized U.S. samples. Methods Our sample was comprised of 1,324 PWUDs, Spanish monolingual speakers, residing in the metropolitan area of San Salvador, El Salvador. Exploratory factor analysis and subsequent confirmatory factor analysis using SPSS and Amos were conducted on three abbreviated and translated condom use attitude measures (i.e., Condom Use Attitudes Scale – Spanish Short Form, Condom Use Social Norms – Spanish Short Form, Condom Use Self-Efficacy – Spanish Short Form). Convergent validity was examined using bivariate correlational analysis with actual condom use and STI infections. Results Results indicated that the two-factor, 8-item correlated model for the CUAS-SSF scale had an excellent fit with an adequate reliability (α = .764). The confirmatory factor analysis for the 5-item, CUSN-SSF scale indicated a satisfactory fit with 3 of 6 fit indices indicating adequate fit. Analysis of the two-factor, 5-item CUSE-SSF scale indicated satisfactory fit with an adequate reliability (α = .844). Bivariate analysis indicated correlations between all measures and with self-reported condom use. Conclusions Results indicated that these brief measures are valid and reliable and can be utilized to assess the effectiveness of HIV risk reduction interventions among Spanish speaking PWUDs.

scholarly journals Customer Satisfaction using Mobile Telecommunications Services: An Empirical Research at Mobifone Quang Binh Branch, Vietnam

2020 ◽  
Vol 8 (6) ◽  
pp. 2825-2831
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Mobile Service ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Telecommunication Services ◽  
Level Of Satisfaction ◽  
Confirmatory Factor ◽  
Telecommunications Services

The objective of this study is to measure the level of satisfaction and analyze the factors that affect customer satisfaction using mobile telecommunication services. The authors have built a model to assess customer satisfaction using MobiFone mobile telecommunications services, and test the research hypotheses about the relationship between components of mobile service quality to Customer satisfaction case at MobiFone Quang Binh branch. The study used descriptive statistical analysis, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) with data collected from 800 customers. The research results show that the flexibility, assurance and tangible have a significant influence on customer satisfaction with the quality of services and products. Finally, the article proposes solutions to improve the quality of product services of businesses in Vietnam.

scholarly journals Consumer-Complainant’s Contentment with Reference to Performance of Consumer Dispute Redressal Machinery

2019 ◽  
Vol 8 (2S7) ◽  
pp. 381-385
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Consumer Protection ◽  
Interactional Justice ◽  
Third Party ◽  
Satisfaction Level ◽  
Digital World ◽  
Consumer Protection Act ◽  
Factors Influencing ◽  
Analysis Technique

Recognizing the significance of customer retention and creation, customer centric firms are continuously and systematically measuring customer satisfaction in terms of how well their customers are being treated and what are the factors influencing customer satisfaction level. Even when conscious efforts are being made by the business to keep its customers satisfied, there may be an instance where a consumer instead of getting his/her grievance resolved with the vendor / service provider approaches the consumer forum i.e. third party for resolution of grievance. An important question that arises in such scenario is that whether such aggrieved persons are satisfied with the offering of the forum or not. Moreover, in today’s dynamic and digital world, third party complaints are on continuous rise. The present study focuses on identifying various factors which influence the satisfaction level of consumer complainants. Through well designed questionnaire, involving likert scale statements related to distributive, procedural and interactional justice, responses have been collected from 300 respondents from the district of Ludhiana from the State of Punjab. Analysis of responses, using factor analysis technique, has enabled the identification of factors such as convenience and cost, behavioural aspect and credentials of the personnel working with consumer dispute redressal forums, established under Consumer Protection Act 1986

scholarly journals MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS

2017 ◽  
Vol 18 (5) ◽  
pp. 974-1004 ◽  
Author(s):  
Rizwan Raheem AHMED ◽  
Jolita VVEINHARDT ◽  
Dalia ŠTREIMIKIENĖ ◽  
Muhammad ASHRAF ◽  
Zahid Ali CHANNAR
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Financial Services ◽  
Banking Sector ◽  
Banking Industry ◽  
Process Analysis ◽  
Perceived Value ◽  
Online Banking ◽  
Foreign Banks ◽  
Banking Service

Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.

Quality Evaluation of Group-Buy Websites

2016 ◽  
Vol 14 (1) ◽  
pp. 1-10 ◽  
Author(s):  
Zhuoxi Yu ◽  
Yanqing Wu ◽  
Zhiwen Zhao
Keyword(s):  
Customer Satisfaction ◽  
Quality Evaluation ◽  
Business Models ◽  
Comprehensive Evaluation ◽  
Market Competition ◽  
Group Buying

Group buying mode has been one of the hottest business models in the Chinese Internet area in recent years. Though the market competition is intense, the demand of group purchase is still on the rise. Nowadays, the research on comprehensive evaluation of group buying websites in the country is still tiny. The paper used DEA combined with AHP to evaluate popular group buying websites. According to the characteristics of group buying websites, the authors evaluate the quality of group buying websites from four aspects. There are running efficiency, profit ability, popularity and customer satisfaction. Then they get the comprehensive evaluation results of each website which based on those four aspects. Some suggestions of website building for group purchasing enterprises are proposed.

Evaluation of Customer Satisfaction in the Digital Environment

2020 ◽  
pp. 195-222
Author(s):  
Hamed Taherdoost
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Exploratory Factor Analysis ◽  
Content Validity ◽  
Survey Instrument ◽  
Exploratory Analysis ◽  
Digital Environment ◽  
Organizational Goals ◽  
Significant Aspect ◽  
Online Business

Internet has become an important tool to deliver products, information, and services. Thus, customer satisfaction is increasingly recognized as a significant aspect of online business activities and is considered as a key determinant for successful digital services. Furthermore, since keeping current customers is more profitable than acquiring new clients, it is vital to gain customer satisfaction to achieve organizational goals. This introduces a new requirement to measure customer satisfaction as a factor for continuous business improvement. Therefore, there is a clear need for a theoretical survey instrument that integrates all aspects of customer satisfaction in the digital environment. The chapter responds to this need by its exploratory nature. In the first step, exploratory analysis is used to extract all customer satisfaction dimensions. Then, the exploratory factor analysis is used to cluster the factors effectively; thereby, further analysis including content validity, discriminate, and constructive testing is used to test the proposed survey instrument.

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