scholarly journals Public transportation and service quality management during the COVID-19 outbreak: A case study of Tunisia

2021 ◽  
Vol 19 (3) ◽  
pp. 298-308
Author(s):  
Imen Zorgati ◽  
Hajer Zorgati ◽  
Elmoez Zaabi
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Information And Communication Technologies ◽  
Conjoint Analysis ◽  
Customer Service ◽  
Public Transportation ◽  
Pairwise Comparison ◽  
Comparison Method ◽  
Railway Company ◽  
Maximum Utility

This study aims to investigate the quality management of public transportation services in the Tunisian context during the COVID-19 outbreak. The empirical study was based on the conjoint analysis approach. The sample collected is composed of 250 individuals who often use the train as a means of transport and the pairwise comparison method is adopted for conjoint analysis. This study assesses quality management of customer service and takes into account four aspects of service quality such as comfort, way of reservation (possibility of online booking), speed, and safety. The findings revealed that the optimal combination of service offered by the Tunisian national railway company is characterized by the terms “first class”, “online booking”, “express”, and “safety”. It is favored by Tunisian customers during the COVID-19 outbreak.Additionally, the results show that the maximum utility corresponds to the “safety train” modality followed by “second class”, “online booking”, and finally “stopover”. Moreover, the use of new information and communication technologies (NICT) has importance for train users during the COVID-19 outbreak. Indeed, Tunisians are looking for safety and measures to reduce crowding in a train, to minimize the risk of contagion of COVID-19 outbreak.

scholarly journals Customer Service Quality Management System

2019 ◽  
Vol 8 (10) ◽  
pp. 2474-2478
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Customer Service ◽  
Management System ◽  
Quality Management System ◽  
Functional Model ◽  
Technical Information ◽  
Enterprise Management ◽  
Theoretical Approaches ◽  
Service Quality Management

A service enterprise is considered to be a complex set of material and technical, information, labor, financial and human resources, whose diversity involves the search for ways of rational combination and use them to ensure the achievement of the set goals of the enterprise. Service quality management is one of the types of management activities that arose as a result of the labor division and specialization of enterprise management functions. The aim of the study is to identify the possibilities of designing a Service Quality Management System at the enterprises of the restaurant industry meeting the requirements of ISO 9001.The article shows the relevance of solving the problem of modeling the customer service quality management system based on ISO standards in the enterprise of the restaurant business, as well as analyzes various theoretical approaches to understanding the essence of the service quality management system.To achieve the set goal, a structural and functional model of the customer service quality management system was developed, as well as a model of the staff quality management system.

scholarly journals Balancing the Delicate Space between Organizational Culture and Customer Service Quality: An Empirical Review for Systemic Excellence in the Electrical Energy Sector in Kenya

2020 ◽  
pp. 20-32
Author(s):  
Fred Ssemugenyi ◽  
Augustine Amboka Asumwa ◽  
Sophia Kazibwe
Keyword(s):  
Organizational Culture ◽  
Quality Management ◽  
Service Quality ◽  
Customer Service ◽  
Qualitative Data ◽  
Electrical Energy ◽  
Energy Sector ◽  
Key Informants ◽  
Independent Variable ◽  
Total Impact

This systematic and empirical review attempted to expand the frontiers of knowledge by analyzing the existing delicate space between organizational culture and customer service quality, using Kenya Power as a statistical representative sample of the Electrical Energy Sector in Kenya. Organizational culture has been a topical issue in the corporate world for many decades due to its assumed ability to predict business effectiveness and success. Whereas this conviction is a true story in most companies across the globe, in some companies, it is a dreadful undertaking and Kenya Power is no exception. To examine this delicate space, the study tested a null hypothesis of no significant effect between (X) organizational culture and (Y) customer service quality while taking into account the existing multiple covariates within the causal chain. Utilizing a mixed method approach, the study collected both numerical and qualitative data from 76 respondents (n) (statistically obtained from 95 N) and 10 key informants respectively. At the univariate level, frequency counts and means were used while at the multivariate level, multiple linear regression analysis was applied in order to determine the total impact of X(s) on Y, while qualitative analysis was carried out through thematic and discursive methods. Study findings revealed that, all the 7 constructs of the independent variable had a positive and significant effect on the dependent variable. The R Square, which indicates the total impact of X(s) on Y stands at 76%, implying that, the constructs of the independent variable positively and significantly predicted the dependent variable. The extraneous variables, which in this case were competing with the independent variable to explain a change in the dependent variable stand at 24%. Implying that, the excluded independent variables as far as quantitative data were concerned, had a weak impact on the dependent variable. However, the interview results indicated a divergence in opinion and reasoning. Key informants alluded that, re-branding strategies, customer focused models, political factors, ICT adoption, research, quality management system and so on are more relevant than culture itself in predicting organizational effectiveness and customer satisfaction. It is upon this basis that this study recommended that, much as organizational culture is being applauded for shaping customer service quality by the numerical data, it is much more logical to focus on the new inroads provided by the qualitative data in this study. Integrating research, ICT, customer-driven models, and quality management systems in the business processes at Kenya Power, will not only help the firm to establish a competitive culture; rather, will keep it afloat and sound in a business context.

scholarly journals APLIKASI TOTAL QUALITY MANGEMENT (TQM) PENDIDIKAN TINGGI DALAM RANGKA PELAYANAN PELANGGAN MAHASISWA ASING DI INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA (IIUM)

2010 ◽  
Vol 1 (2) ◽  
pp. 130
Author(s):  
Ahmad Hamid
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Customer Service ◽  
Foreign Students ◽  
Great Influence ◽  
International Standards ◽  
Total Quality ◽  
Optimal Point

This study aims to describe the role of Total Quality Management in order to increase foreign student customers.The method used is qualitative descriptive method. The selection of this method is to obtain an overall picture of the problem being studied. As for the unit of analysis or research subject as a source of data are the leaders, lecturers, staff, technical supervisors, and the students of International University of Malaysia (IIUM).The data was collected by using questionnaires. Interview method is used to support the research, and the obtained-data was analyzed through triangulation. In general, the results of this study show that continuously improvement and involve all elements of the organization starting from the rector of IIUM to personnel at the technical level in order to improve customer service quality of foreign students. This worked well and coordinated according to the system that has been applied and has been in accordance with international standards. Based on data analysis, it is known that in general, Total Quality Management (TQM) that is applied by the rector of the International Islamic University (IIUM) has reached an optimal point, whether it in terms of Customer Satisfaction, Continuous Improvement, Speaking with Fact, and Respect for People. Thus, it can be concluded that TQM applications in order to improve Customer Service Foreign Students at the International Islamic University Malaysia (IIUM) was a great influence in improving customer service quality of foreign students in accordance with the vision, mission and objectives of the International Islamic University Malaysia (IIUM).

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

The Analysis Of Service Quality Using Importance Performance Analysis For Mrt Jakarta

2020 ◽  
Vol 18 (3) ◽  
pp. 85
Author(s):  
Rina Nur Chasanah ◽  
Andreas Wijaya
Keyword(s):  
Air Pollution ◽  
Performance Analysis ◽  
Service Quality ◽  
Public Transportation ◽  
Traffic Congestion ◽  
Fossil Fuels ◽  
Service Level ◽  
Public Infrastructure ◽  
Five Dimension ◽  
Quality Theory

Public infrastructure and congestion issues become salient problems in Indonesia. According to INRIX Global Traffic Scoreboard (2018): Jakarta was ranked as twelfth worst in the world. Air quality also becoming another issues that derived from traffic congestion causing air pollution. To mitigate this issue, government has been established MRT Jakarta in 2019. This study aims to evaluate and improving service level of Moda Raya Terpadu (MRT) in order to encourage more people using public transportation, moreover altering people using public transportation would reduce the amount of fossil fuels and reducing bad air pollution for a better climate. Methodolgy of the research using service quality theory with five dimension from Parasuraman et. al, and extended in Importance Performance Analysis (IPA) method. Therefore, data was distributed using questionnaire with 18 item measurement and 102 respondents was collected. As a result, tangibility, reliability, and responsiveness dimension had been classified in quadrant one, followed assurance dimension in quadrant two, however empathy dimension had been measured in quadrant four and indicates to be improved.

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