scholarly journals PASSENGERS PERCEPTIONS TOWARDS SERVICE QUALITY OF FSC OF AN LCC GROUP

2018 ◽  
Vol 8 (3) ◽  
pp. 449
Author(s):  
Teguh I. Maulana ◽  
Taufiq Nur ◽  
Alvi Muhayat Syah
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Online Survey ◽  
Low Cost ◽  
Sem Analysis ◽  
Brand Strategy ◽  
Service Unit ◽  
Customer Segment ◽  
One Year

The establishment of Batik Air as a Full-Service-Carrier (FSC) of Lion Air Group, a Low-Cost-Carrier group, marks a new development in the airline industry. LCC groups had started their move to serve a larger customer segment to increase their share in key markets. Previously the multi-brand strategy was only utilized by FSC groups as a response to the entry of LCC in the market. This study specifically tries to investigate the perception of passengers towards FSC within an LCC group. An online survey was conducted among the passengers of Batik Air in the last one year. 247 respondents were obtained resulting in a 67.1% response rate. SEM analysis was used to analyze the data. This study provides light in revealing how passengers perceive the service quality of FSC under an LCC group. The current results also clarify whether the service performances of such FSC align with the perceived services by its customer. This study contributes to the existing customer perception and strategic literature in the way that is among the first studies to investigate the perception of passenger a newly established FSC from an LCC group. The study includes implications for the low-cost airline group that plans to establish a full-service unit to maintain the level of service quality thus can succeed in attracting passengers within the intended market

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry

2013 ◽  
pp. 110-128
Author(s):  
Yudi Fernando ◽  
Norizan Mat Saad ◽  
Mahmod Sabri Haron ◽  
Suhaiza Zailani
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Airline Industry ◽  
Internal Marketing ◽  
Extensive Literature ◽  
Safety Research ◽  
Internal Service Quality ◽  
Supplier Relations ◽  
Insight Into

This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian industrial phenomenon, especially in maintaining the service consistency and competitiveness. This model is needed for developing airline service and safety. Research in airline business is critical, as the quality of the airline service is declining in contrast with this industry’s growth. This paper provides insight into two important suppliers needed for the success of the airline industry.

Perceived Quality of Bus Transit Services: A Route-Level Analysis

2020 ◽  
Vol 2674 (2) ◽  
pp. 79-91 ◽  
Author(s):  
Connor Nikel ◽  
Gamal Eldeeb ◽  
Moataz Mohamed
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Perceived Quality ◽  
Quality Improvements ◽  
Perceived Service Quality ◽  
Transit Services ◽  
Differential Perception ◽  
User Groups ◽  
Bus Services

Passengers’ perceptions of transit quality depend on their interactions with the service. However, given the varied operational features in any transit network, the perceived service quality is expected to vary between different types of operation. Recently, there has been an emphasis on addressing this issue and quantifying the variation in the perceived service quality at route level. In this respect, this study quantifies the perceived quality of bus services across different route types and user groups. A two-step cluster analysis is developed to classify bus routes based on their operational features, which is followed by a series of importance-performance analysis (IPA) models corresponding to each route type. The study is supported by a primary dataset collected from 1,883 users through an online survey in Hamilton, Canada. The emerging results indicate four predominant route types: core, standard, express, and local routes, each exhibiting a unique set of characteristics. The IPA models show an apparent variation in the perceived service quality from each route-type. In addition, there are clear indications of differential perception between passengers who use the service very frequently and other less frequent users. These results call for the consideration of variations in route level and user type in informing service quality improvements.

The effects of online service quality of e-commerce Websites on user satisfaction

2015 ◽  
Vol 33 (3) ◽  
pp. 468-485 ◽  
Author(s):  
Gajendra Sharma ◽  
Wang Lijuan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Online Survey ◽  
Information Quality ◽  
Management Practice ◽  
Online Service ◽  
Internet Applications ◽  
Content Type ◽  
Web Presence

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

scholarly journals KUALITAS PELAYANAN PASANG BARU LISTRIK PRABAYAR DI PT PLN (PERSERO) UNIT LAYANAN PELANGGAN WOHA

2021 ◽  
Vol 5 (2) ◽  
pp. 162-170
Author(s):  
Sebtian Tri Putra ◽  
Ismunandar Ismunandar
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Secondary Data ◽  
Test Reliability ◽  
Reliability Test ◽  
Literature Study ◽  
Service Unit ◽  
Analysis Technique ◽  
Interview Questionnaire

The purpose of this study was to determine how the service quality of Prepaid Electricity Installations at PT PLN (Persero) WOHA Customer Service Unit. This type of research is descriptive, the data sources used are primary and secondary data. The research instrument used was a Likert scale questionnaire. The data collection techniques used were observation, interview, questionnaire, and literature study. The data analysis technique used is validity test, reliability test and one sample t test. The results showed that the service quality of prepaid electricity installations at PT. PLN Persero ULP. Woha more than 70% of expected (good).

scholarly journals Exploring Service Quality of Low-Cost Airlines in Europe: an Integrated MCDM Approach

2019 ◽  
Vol 5 (2) ◽  
pp. 109-130
Author(s):  
Mahmut Bakır ◽  
Şahap Akan ◽  
Emrah Durmaz
Keyword(s):  
Service Quality ◽  
Low Cost

scholarly journals PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PASIEN MELALUI KEPUASAN PASIEN (STUDI PADA RUMAH SAKIT UMUM KARDINAH TEGAL)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
M. Andi Ardiyanto ◽  
Mr. Tabrani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Sem Analysis ◽  
Consumer Loyalty ◽  
Analysis Method ◽  
Collection Method ◽  
Positive Effect

M. Andi Ardiyanto. Influence of Image and Quality of Service To Consumer Loyalty Through Consumer Satisfaction (Study At Hospital KardinahTegal). Thesis.Tegal: Master of Management Pancasakti University of Tegal. 2017 The purpose of this research is to test empirically the influence of image and service quality to consumer loyalty through consumer satisfaction (Study AtHospital KardinahTegal). The research variables in this research are image, service quality, satisfaction and loyalty. The hypothesis of this study is the image and quality of service influence on consumer loyalty through consumer satisfaction. Data collection method used in this research is questionnaire. While the data analysis method used is SEM analysis using AMOS application The result of this research are (1) image have positive effect to satisfaction (2) service quality have positive effect to satisfaction (3) image have positive effect to loyalty (4) service quality have positive influence to loyalty (5) satisfaction positive effect to loyalty (6) Can mediate the influence of the image on loyalty but satisfaction can not mediate the influence of service quality on loyalty.Keywords: Image, Service Quality, Satisfaction, Loyalty

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