AIR TRAVELERS' PERCEPTION TOWARDS SERVICE QUALITY OF INDIAN DOMESTIC AIRLINES

2016 ◽  
Vol 12 (1) ◽  
Author(s):  
Krishna Murari
Keyword(s):  
Service Quality ◽  
Cabin Crew ◽  
Tourist Destinations ◽  
Flight Experience ◽  
Air Jet ◽  
Complaint Handling ◽  
Significant Difference ◽  
Domestic Airlines ◽  
Domestic Airline

This study makes an attempt to measure the customer satisfaction level based on service quality as perceived by air travelers among five Indian domestic airlines. Service quality attributes included in the study are Ticket booking experience; Check-in process; Luggage handling; In-flight experience; Cabin crew; Arrival services and Complaint handling approach of domestic airlines operating in India. A questionnaire was designed with above set of attributes and responses of 120 travelers of five domestic airlines viz., Go Air, Jet Airways, Indigo, Spice Jet and Air India (Domestic) were recorded on a five point Likert scale. About 120 respondents were interviewed from different tourist destinations in the four districts of Sikkim state of India. A convenient sampling method was followed. Perceptions of only those travelers were captured who had actually undergone the experience of travelling by at least two domestic airlines. Using Kruskal-Wallis test, it was checked whether travelers perceive any significant difference between satisfaction levels among five airlines for each of the above sevem identified attributes. The domestic airline preferences of customers with respect to each of the service quality attribute were also traced during the study. It was observed that Spice Jet has scored highest preference on 'ticket booking', 'in-flight experience' and 'cabin crew' service attributes; whereas the perception of travelers towards 'check-in process', 'luggage handling', 'arrival services' and 'complaint handling' attributes of Jet Airways, was significantly different from the others. Indian customers also see the quality of services in connection with the value to money.

scholarly journals Service Quality of domestic airlines in the face of COVID-19 in Nepal

2021 ◽  
Vol 9 (02) ◽  
pp. 2061-2171
Author(s):  
Dr Gangaram Biswakarma ◽  
Achyut Gnawali
Keyword(s):  
Service Quality ◽  
Aviation Industry ◽  
Quantitative Methodology ◽  
Security Issues ◽  
The Face ◽  
Quality Dimensions ◽  
Domestic Airlines ◽  
Domestic Airline ◽  
The Impact

The coronavirus pandemic has turned the aviation industry on its head, transforming the passenger experience drastically. The airlines have faced significant challenges due to both the Covid-19 pandemic, the sequence of lockdowns and the provisions of safety and security legislation. There is more concern about the growing feeling that passengers are aware of the level of service. Airlines not only need to focus on service quality in today's highly competitive air transport environment, but also need to focus more on safety and security issues, especially at the time of the Covid-19 pandemic. The research related to these dimensional studies becomes more important in the COVID-19 scenario. Therefore, the objective of this study was to examine the impact of service quality dimensions on the overall quality of service of domestic airlines in Nepal in the midst of the Covid-19 pandemic. A quantitative methodology with a descriptive and explanatory research design was adopted in the study. A sample of 200 passengers recently travelling after the lockdown and reopening of the domestic airline service has been contacted. Out of which 160 responded to the questionnaire. In the sense of COVID-19 post lockdown operations, the service quality of domestic airlines is affected by various factors. All the likely factors that influence the quality of airlines need to be considered by airlines. Reliability, assurance, tangibility, empathy, and responsiveness are the variables. All these aspects play an important role in providing passengers with a reliable service. The dimensions of reliability, tangibility and responsiveness need to concentrate more on having the standard of service as desired in the sense of COVID-19 by domestic airlines in Nepal. It means that during COVID-19 and similar situations, tangibility must concentrate on the highest level of operation.  

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

2015 ◽  
Vol 7 (4) ◽  
pp. 424-441 ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Dzuljastri Abdul Razak
Keyword(s):  
Service Quality ◽  
Age Groups ◽  
Educational Background ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Customer Expectations ◽  
Banking Service ◽  
Significant Difference

Purpose – This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of service quality, namely, reliability, responsiveness, assurance, empathy, tangibles and Islamic Shari’ah compliance. Design/methodology/approach – This study surveyed 179 customers who have first-hand experience with Islamic banking services in Malaysia. The research data were analysed using reliability analysis, independent samples t-test and one-way analysis of variance. Findings – The results indicated that customers’ perceptions failed to meet their expectations on the service quality of Islamic banks in Malaysia. The results also indicated that those customers (respondents) aged below 30 years have higher expectations on empathy from the Islamic banking service compared to other age groups. However, there is no significant difference between customer expectations and perceptions of Islamic banking service quality based on educational background and occupation. Research limitations/implications – This research focused solely on Islamic banks in Malaysia and thus the results might not be applicable for other conventional banks. Originality/value – The findings are expected to provide guidelines for enhancing the satisfaction level of clients of the Islamic banking system in Malaysia and other countries.

scholarly journals SERVQUAL Gap Analysis of Nepalese Commercial Banks

The Batuk ◽  
2020 ◽  
Vol 6 (2) ◽  
pp. 42-52
Author(s):  
Makshindra Thapa
Keyword(s):  
Service Quality ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Gap Analysis ◽  
Male And Female ◽  
Five Dimensions ◽  
Significant Difference ◽  
Sample Test

The main objective of this paper is to present empirical findings regarding service quality being offered by Nepalese commercial banks. The SERVQUAL gap analysis has-been applied to measure extent of service quality expected and actually perceived by the customers within five dimensions; tangibles, reliability, responsiveness, assurance and empathy. The gap analysis finding is based on responses of 216 bank customers. A questionnaire survey conducted consisting the SERVQUAL instrument with 22 items used for the survey originated by Parasuraman et al. (1988). The result of gap analysis showed that there remarkable service quality gaps in all five dimensions of SERVQUAL. Empathy and assurance have more gaps relative to other dimensions. Independent sample test showed that there is no significant difference between male and female respondent’s perceived gaps in service quality of these banks.

scholarly journals Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

2016 ◽  
Vol 5 (2) ◽  
pp. 155-171
Author(s):  
Oghojafor Ben Akpoyomare ◽  
Ladipo Patrick Kunle Adeosun ◽  
Rahim Ajao Ganiyu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Significant Difference ◽  
Lagos State ◽  
Flight Frequency ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Abstract Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

scholarly journals Service Quality of Traditional and Islamic Commercial Banks in Bangladesh

2021 ◽  
pp. 7-16
Author(s):  
Shohel Rana ◽  
Imran Ahmed Shakeer
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Small Sample Size ◽  
Secondary Data ◽  
Structured Interview ◽  
Small Sample ◽  
Primary Data ◽  
Significant Difference ◽  
Practical Implications

Purpose: This study aims to know the service quality of the different private commercial banks operating in Bangladesh with the rapid advancement in information technology and provide some guidelines to improve their service qualities. Methodology: The study used both primary and secondary data to support the objective. Primary data were collected from 240 customers, of whom 120 customers are from traditional private commercial banks and the rest from private Islamic commercial banks operating in Bangladesh using a structured interview schedule, naming SERVQUAL. The study used a convenience sampling method to select respondents. Secondary data were collected from different journals, newspaper articles, books, and various published sources. An independent samples t-test was conducted in the test of the hypothesis. Findings: This study found a significant difference between the traditional and Islamic commercial banks’ service quality and added that the study area’s customers/clients are not fully satisfied with either traditional private commercial banks or Islamic banks. However, Islamic commercial banks are showing a relatively better picture. Research Limitations: The Study is limited to Bangladesh’s small marginal market and a small sample size of only 240 respondents, which cannot sufficiently reflect the large population’s actual scenario. Practical Implications: The Study will help manage the traditional and Islamic commercial banks and policymakers to improve their service quality and improve monitoring efficiency. Originality/value: The Study extensively identified some factors to improve the traditional and Islamic commercial banks’ service quality for both the banks’ and policymakers’ management. In this regard, the critical factors can be the number of employees and the number of counters, increasing ATM services, ensuring faster services, flexible loan disbursement policy, sufficient floor space, suitable sitting arrangements, and improved online services.

scholarly journals Investigation of the Gap Between Patients’ Perceptions and Expectations of Hospital Service Quality

2020 ◽  
Vol 6 (2) ◽  
pp. 117-124
Author(s):  
Haniyeh Nazem ◽  
◽  
Hadi Raeis Abdollahi ◽  
Abasat Mirzaei ◽  
◽  
...  
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Health Care Quality ◽  
Simple Random Sampling ◽  
Care Quality ◽  
T Test ◽  
Hospital Service ◽  
Cross Sectional ◽  
Significant Difference

Background: Health care services are costly and complex and provide facilities that significantly affect the economy and quality of life of individuals. In this study, we determined the gap between patients’ expectations and perceptions of hospital service quality to provide reference data for creating strategies to improve health care quality. Methods: In this descriptive cross-sectional study, five private hospitals in Tehran were selected. Using a simple random sampling method, 110 patients were recruited and voluntarily responded to the standard service quality (SERVQUAL) model questionnaire. Data were analyzed by the K-S test, t-test, and paired t-test using SPSS V. 23. Results: The results showed that among the quality of health care components, the highest mean was related to the responsiveness (M=3.89) and the least was related to the tangible dimension (M=3.11). The lowest average quality gap (perceived service and expected service) was seen in the responsiveness dimension (2.96 and 3.28) and followed by reliability (2.66 and 3.90), tangible (2.53 and 3.91), empathy (1.36, 3.19), and assurance dimensions (2.39 and 4.75). Conclusion: The findings revealed a significant difference between the patients’ perceived and expected services, which indicates that the quality of services as perceived by patients was lower than their expectations. According to the findings, the assurance dimension had the greatest gap. To reduce or eliminate the existing gap, it is suggested that hospitals consider strategic and operational planning to improve hospitalization experience‏, quality of medical services, and hospital resources.

scholarly journals Visitor Satisfaction and Tourist Attraction Image

2021 ◽  
Vol 13 (2) ◽  
pp. 33
Author(s):  
B.O.Y. Marpaung ◽  
Felicia Tania
Keyword(s):  
Service Quality ◽  
Development Strategy ◽  
Destination Image ◽  
Tourist Destination ◽  
Tourist Destinations ◽  
Visitor Satisfaction ◽  
Travel Motivation ◽  
Tourist Satisfaction ◽  
Functional Aspects

Tourist destination image is formed through tourists' perception, which is significantly influenced by interrelated factors related to tourists and the tourist destination itself, i.e., travel motivation, service quality, and tourist satisfaction. The object of this research is the Parapat city in Simalungun Regency North Sumatra Province of Indonesia. Parapat in Simalungun Regency, as a high potential tourist destination in North Sumatera Province of Indonesia, must be able to create a positive image to increase the number of tourist visits. The purpose of this study is to analyze the direct and indirect influence of tourists’ motivation to travel, service quality, and tourist satisfaction towards the image of Parapat. This study suggests a tourist development strategy through the formation of Parapat positive destination image from tourist’s perspective, hence will provide benefits for Parapat tourism stakeholders in developing and managing tourist destinations by improving the quality of existing functional aspects.

scholarly journals A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE

SAGE Open ◽  
2017 ◽  
Vol 7 (1) ◽  
pp. 215824401667629 ◽  
Author(s):  
Khyati Shetty Datta ◽  
Julie Vardhan
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Management Education ◽  
Branch Campus ◽  
Five Dimensions ◽  
Branch Campuses ◽  
Significant Difference ◽  
Management Institutions ◽  
Service Standards

The quality of education provided in management institutions is a matter of debate in every country. With a rapid growth in the economy, the quality of management education provided in the United Arab Emirates (UAE) has also been a topic in the forefront. The burgeoning growth in this sector, with mushrooming “branch campuses” from around the world in the UAE, has led policy makers to reflect on the importance of quality of management education being imparted. The main purpose of this article is to explore the quality of management education in the UAE, and the study draws on the SERVQUAL model for the same. The study investigates the five dimensions (responsiveness, assurance, tangibility, empathy, and reliability) of service quality and identifies the gap between the perception and expectation, examining service standards across seven branch campus universities for management education providers in the UAE. A questionnaire survey with 300 university students from seven different branch campus universities in the UAE was conducted. The key findings of the study revealed a significant difference between the student’s expectations from management education and their perception in all five dimensions of service quality. The gaps were compared across the five dimensions, and the highest and the lowest service quality gaps were given to assurance and responsiveness, respectively.

Predicting Patient Loyalty and Service Quality Relationship: A Case Study of Civil Hospital, Ahmedabad, India

2008 ◽  
Vol 12 (4) ◽  
pp. 45-55 ◽  
Author(s):  
Hardeep Chahal
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Research Work ◽  
Relationship Management ◽  
Total Quality ◽  
Civil Hospital ◽  
Patient Loyalty ◽  
Significant Difference

Purpose: In an era of heightened competition to sustain patient loyalty, quality of interpersonal experiences with the staff, operational quality of hospital operations and overall satisfaction and quality of the healthcare services, in general are to be understood in-depth in both public as well as private organisations. The concept of service quality has led to the growing research on various concepts such as total quality management, market orientation, learning orientation, strategic orientation along with invigorating focus on the customer loyalty and relationship management. The outcomes of service quality (customer relationship management and loyalty), end means for the organisational success, are most significant performance measurement tools in the present competitive market. The present study is an effort in this regard to identify the factors in sustaining customer longevity. Till today few studies in the developing settings were conducted to understand the types of relationship that exists between patient-loyalty and service quality. This study analyses the suitability of customer loyalty concept in the government hospitals through using a case study of one of the biggest hospitals operating in India. Methodology and Tools Applied: The research work is the case study of Civil Hospital Ahmedabad. The data is collected from 205 indoor patients of four departments namely general medicine, orthopedic, pediatrics, obstetric and gynecology. Inter and intra relationship among the measures of service quality and patient loyalty were analysed by using relevant statistical tools to draw out inferences. Findings: Among the three patient loyalty components, using provider again for the same services is found to be more significant followed by using provider again for different services and recommending providers to others in relation to overall service quality as dependent variable, and beta values are figured out as 0.15, 0.12 and 0.09 respectively The 35% R Square value for the model service quality – patient loyalty model indicate weak predictive power of this model. However at the same juncture the study found that no significant difference in the patients' perceptions with respect to patient loyalty and quality and per se, may be concluded that both are identical measures. Alternatively the more satisfied the patients are with the quality of their interactions with staff, the more likely they are going to take treatments for similar and different medical problems and would recommend the provider to their relatives and friends.

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