scholarly journals Emerging Information Technologies and Delivering of Service Quality to Air Passengers: Case of South African Own-Registered Airlines

2018 ◽  
Vol 10 (1(J)) ◽  
pp. 194-206
Author(s):  
Nicholas O. Mantey ◽  
Vannie Naidoo
Keyword(s):  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Information Technologies ◽  
Sampling Technique ◽  
Primary Data ◽  
Cross Sectional ◽  
International Airport ◽  
Airline Passengers ◽  
Sectional Analysis

 Increasingly services to airline passengers have evolved into the digital and technological realms. This study examined the extent to which South African own-registered airlines (SAORA) utilize emerging information technologies in delivering service quality to air passengers. The acronym “SAORA” refers to Six South African own-registered airlines which was focus of this study. The research methodology adopted for this study was a descriptive approach focused on cross-sectional analysis. Using a quantitative research method and non-probability convenient sampling technique, primary data was collected from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The study revealed that by utilizing emerging technologies, SAORA stand to offer superior service quality to air passengers, thereby gaining competitive advantage, continuous patronage, loyalty and increased profitability.  

scholarly journals Emerging Information Technologies and Delivering of Service Quality to Air Passengers: Case of South African Own-Registered Airlines

2018 ◽  
Vol 10 (1) ◽  
pp. 194
Author(s):  
Nicholas O. Mantey ◽  
Vannie Naidoo
Keyword(s):  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Information Technologies ◽  
Sampling Technique ◽  
Primary Data ◽  
Cross Sectional ◽  
International Airport ◽  
Airline Passengers ◽  
Sectional Analysis

 Increasingly services to airline passengers have evolved into the digital and technological realms. This study examined the extent to which South African own-registered airlines (SAORA) utilize emerging information technologies in delivering service quality to air passengers. The acronym “SAORA” refers to Six South African own-registered airlines which was focus of this study. The research methodology adopted for this study was a descriptive approach focused on cross-sectional analysis. Using a quantitative research method and non-probability convenient sampling technique, primary data was collected from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The study revealed that by utilizing emerging technologies, SAORA stand to offer superior service quality to air passengers, thereby gaining competitive advantage, continuous patronage, loyalty and increased profitability.  

scholarly journals Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa

2016 ◽  
Vol 8 (4(J)) ◽  
pp. 67-78 ◽  
Author(s):  
Nicholas O. Mantey ◽  
Vannie Naidoo
Keyword(s):  
Service Quality ◽  
South African ◽  
Airline Industry ◽  
Service Failure ◽  
Sample Survey ◽  
Primary Data ◽  
Research Approach ◽  
Cross Sectional ◽  
Service Failures ◽  
International Airport

This article reports on a study that examined service quality and recovery among South African airlines. Service quality is pivotal in the airline industry as service failures could negatively affect operations. The authors created the acronym “AOSA” which stands for “airlines owned by South Africa” for the purposes of anonymity and confidentiality in order to protect the airlines’ identity. A quantitative research approach was used with a cross-sectional analysis (sample survey) conducted with passengers of South African-owned airlines. The questionnaire was designed using a Likert scale tool, adapted to the SERVQUAL model. A non-probability convenient sampling method was used to collect primary data from 684 passengers at O.R.Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The key findings were that: (1) significant statistical gaps exist between passengers’ expectations and perceptions of AOSA’s service quality and that unsatisfactory service quality is antecedent to service failure. (2) Unsatisfactory service quality is tantamount to service failure in the provision of services by AOSA. (3) A significant positive correlation exists between service quality and the dimensional variables of tangibility, reliability, responsiveness, assurance, and empathy of AOSA. In conclusion, AOSA service quality is unsatisfactory, and management should take steps to empower and train staff in service recovery techniques in other to avoid service failures.

scholarly journals Measuring Service Quality In Higher Education: A South African Case Study

2014 ◽  
Vol 10 (2) ◽  
pp. 131-142 ◽  
Author(s):  
Paul Green
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
South African ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Cost Effective ◽  
High Expectations ◽  
Five Dimensions ◽  
University Of Technology ◽  
Quality In Higher Education

The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and reliability). A convenience sampling technique was applied, the data were collected from 280 respondents at the Durban University of Technology (DUT), and the results and discussion are presented. The findings reveal that, on average, customers had high expectations in tangibles, reliability, and assurance dimensions and their highest perceptions were found in the assurance dimension. This study will benefit management of higher education institutions in identifying cost-effective ways of reducing service quality gaps.

scholarly journals SERVICE QUALITY AND CUSTOMER SATISFACTION EXPERIENCE AMONG SOUTH AFRICAN MOBILE TELECOMMUNICATIONS CONSUMERS

2021 ◽  
Vol 9 (3) ◽  
pp. 217-232
Author(s):  
Herring Shava ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Mobile Network ◽  
Primary Data ◽  
Network Operator ◽  
Inferential Statistics ◽  
Cross Sectional ◽  
Mobile Network Operator

Mobile networks have become the most utilized pathway of communication but very little information is available on customers’ experiences with respect to service quality and satisfaction. Through a survey, data was gathered from 1451 participants to examine customers’ experiences of service quality and satisfaction. The study investigated whether service quality and customer satisfaction experiences were different in respect of the mobile network operator used by the customer. This study is cross sectional by design and quantitative in nature. A self-administered questionnaire was used to gather primary data from mobile network users. Descriptive and inferential statistics were used to analyze the data. For inferential statistics, the multivariate analysis of variance (MANOVA) was used. The results revealed that the mobile network operator used by the customer, had a significant impact on service quality and customer satisfaction levels. This study contributes academically by indicating how South African consumers perceive mobile network service providers. Furthermore, the study identifies shortcomings and areas of strengths of South African mobile network operators with regards to service quality and customer satisfaction.

scholarly journals PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT PADA PROSES PEMBUATAN SIM DI SATLANTAS SATUAN PENYELENGGARA ADMINISTRASI SIM (SATPAS) POLRES KENDARI

2021 ◽  
Vol 4 (3) ◽  
pp. 121
Author(s):  
Muhammad Aris ◽  
Murdjani Kamaluddin ◽  
Muhammad Masri
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Research Design ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Primary Data ◽  
Community Satisfaction ◽  
Physical Evidence

The purpose of this study was to determine the effect; 1) Simultaneously the dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, on community satisfaction. 2) partially the tangible dimension to community satisfaction. 3) partially the dimension of reliability to community satisfaction. 4) partially the dimensions of responsiveness to community satisfaction. 5) partially the dimension of assurance to community satisfaction. 6) partially the dimension of empathy to community satisfaction. The research design used is quantitative research. The data used are secondary and primary data. Data analysis usingSPSS software version 20. The sampling technique uses accidental sampling totaled 48 applicants who made SIM at the Kendari Police SATPAS. The results showed that; 1) The dimensions of service quality simultaneously have a positive and significant effect on community satisfaction. 2) The dimension of physical evidence (tangible) partially has a positive and significant effect on community satisfaction. 3) The dimension of reliability partially has a positive and significant effect on community satisfaction. 4) The dimension of responsiveness (responsiveness) partially has a positive and significant effect on community satisfaction. 5) The partially assurance dimension has a positive and significant effect on community satisfaction. 6) Dimensions of empathy (empathy) partially have a positive and significant effect on community satisfaction.

scholarly journals HUBUNGAN PENGETAHUAN DENGAN PERILAKU MASYARAKAT DALAM MEMBUANG SAMPAH DI SUNGAI SAGO PEKANBARU

2020 ◽  
Vol 7 (1) ◽  
pp. 58
Author(s):  
Suryani Suryani
Keyword(s):  
Quantitative Research ◽  
Damage Control ◽  
Secondary Data ◽  
Sampling Technique ◽  
Household Waste ◽  
Primary Data ◽  
Environmental Damage ◽  
Chi Square ◽  
Cross Sectional ◽  
The Right

AbstractBased on a report by the Directorate General of Pollution and Environmental Damage Control of the Ministry of Environment and Forestry (KLHK), in 2015 nearly 68 percent or the majority of the quality of cistern water in 33 provinces in Indonesia was in a heavily polluted status. The main source of river pollutants is domestic or household waste. Human behavior is the biggest cause of environmental damage. The purpose of this study is to link knowledge with people's behavior in disposing household waste in the Sago River. This type of research is quantitative research with a cross-sectional approach. The independent variable in this study is people's knowledge in disposing household waste. The population in this study were all housewives who lived in the area around the Sago river, as many as 974 people. The samples in this study were 284 people and the sampling technique was Stratified Random Sampling. The instruments used were questionnaires and observation sheets. Primary data obtained through questionnaires and observations while secondary data from Sukaramai Kelurahan Pekanbaru data. Data analysis used chi square test with a = 0.05. The results showed that there was a relationship between knowledge and the behavior of disposing garbage with a value a<0,05. This research would be used for further research, namely to make the right program in handling garbage in the Sago River in Pekanbaru. Keyword: Knowledge, Behavior, Trash, River

scholarly journals Interplay between air passengers’ service quality, satisfaction, loyalty and loyalty programmes in South African owned airlines

2017 ◽  
Vol 17 (1) ◽  
Author(s):  
Nicholas O. Mantey ◽  
Vaanie Naidoo
Keyword(s):  
South Africa ◽  
Service Quality ◽  
South African ◽  
Airline Industry ◽  
Sample Survey ◽  
Survey Method ◽  
Research Approach ◽  
Cross Sectional ◽  
International Airport ◽  
Loyalty Programme

Orientation: Delivering service quality is crucial for the continuous operation and sustainability of South African owned airlines. The term ‘South African owned airlines’ refers to six South African owned registered airlines, and is used for purpose of anonymity and confidentiality.Research purpose: The main aim of this study was to examine the interplay between service quality delivery, satisfaction, loyalty programmes and passengers’ loyalty to South African owned airlines.Motivation for the study: Intended to provide insight into quality to society of airline services, the global airline industry in general and the airline industry in South Africa in particular.Research approach, design and method: A quantitative research approach was adopted, using a cross-sectional (sample survey) method. Empirical data was directly collected by the researchers from 684 passengers at O.R. Tambo International Airport in Johannesburg and King Shaka International Airport in Durban using a non-probability random sampling technique.Main findings: The study’s main findings were that: (1) generally, passengers of South African owned airlines were satisfied with the airlines’ service quality and rated such satisfaction as moderate to high. (2) Only 22% of passengers were part of a loyalty programme. However, in the South African context, loyalty programme membership is not indicative of passengers’ loyalty to airlines: 86% of the respondents stated that they are consistently loyal to the airlines (3). There was no association between passengers’ loyalty and frequency of travel. (4) South African passengers have limited choice of airlines; therefore, loyalty and patronage does not lean towards a particular airline.Practical implications: By offering superior service quality to passengers, South African owned airlines could gain competitive advantage ongoing patronage and loyalty, thus increasing overall profitability.Contributions: This study provides cognitive information, which management could use to design new marketing strategies to enhance loyalty in the airlines in South Africa and globally.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PRODUK NISSAN GRAND LIVINA

Jurnal Ecogen ◽  
2019 ◽  
Vol 1 (4) ◽  
pp. 880
Author(s):  
Teguh Iman Saputra Nasution ◽  
Tri Kurniawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Service ◽  
Quantitative Research Methods

Abstract: The objectives of this study are to: 1) Analyze the effect of product quality on customer satisfaction on Nissan Grand Livina Products. 2) Analyzing the effect of service quality on customer satisfaction on Nissan Grand Livina Products. 3) Analyzing the effect of product quality and quality of service simultaneously on customer satisfaction on Nissan Grand Livina Products. The type of method of this research is quantitative research methods. The population in this study is to customers who use the Nisaan Grand Livina product whose numbers are unknown. Sampling technique using accidental sampling is the determination of samples based on respondents who meet the criteria, namely those who use Nissan Grand Livina products. Furthermore, using the Cochran formula, so that a sample of 100 people is obtained.Data collection techniques using primary data in the form of questionnaires. For data analysis used multiple regression analysis using the SPSS program. The results showed that product quality and service quality had a significant effect on customer satisfaction.Keyword:product quality, service quality and customer satisfaction.

scholarly journals Pengaruh Service Quality dan Customer Engagement Terhadap Minat Nasabah untuk Menggunakan Produk PT Bank Central Asia di Jakarta

2020 ◽  
Vol 4 (6) ◽  
pp. 282
Author(s):  
Ayu Wulandari
Keyword(s):  
Service Quality ◽  
Journal Article ◽  
Sampling Technique ◽  
Total Sample ◽  
Customer Engagement ◽  
Primary Data ◽  
Probability Method ◽  
Intention To Use ◽  
Cross Sectional ◽  
Study Population

The purposes of this journal article namely are: 1) To determine the effect of service quality on customer intention to use the products of BCA; and 2) To determine the effect of customer engagement on customer intention to use the products of BCA. This research is a descriptive type with cross sectional method. The data used are primary data obtained from distributing questionnaires directly to the research sample. The study population consisted of all customers conducting transactions at Bank BCA KCP Samanhudi Jakarta. The research sample was determined using the non-probability method with accidental sampling (convenience sampling) technique and obtained a total sample of 175 respondents. The research data were analyzed using multiple linear regression tests.The results of the study stated that service quality has a positive and significant effect on customer interests. The higher the service quality provided by BCA banks, the higher the intention of customers to use the products of BCA. Other results state that customer engagement has a positive and significant effect on customer intention. The higher customer engagement, the higher the customer intention in using BCA products.

PENGARUH KUALITAS LAYANAN DAN SUASANA TOKO TERHADAP KEPUASAN PELANGGAN TOKO TOYS CITY MALL SUMARECON, BEKASI

2020 ◽  
Vol 8 (1) ◽  
Author(s):  
Achmad Nizar Thaib ◽  
Ismail Razak ◽  
Nuridin Nuridin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Primary Data ◽  
Validity And Reliability ◽  
Sample Technique ◽  
Saturated Sample ◽  
Descriptive Statistical Analysis

<em>This study aims to determine the effect of service quality and store atmosphere on customer satisfaction at Toys City Mall Summarecon Bekasi. This research is a quantitative research and survey research. The population of this study is the customer-owner owner of children's toys buyers Toy City Mall Mall Summarecon Bekasi. The number of samples is 60 respondents, while the sampling technique uses the saturated sample technique. The data of this research are primary data sourced from questionnaires that have been tested for validity and reliability, while the data analysis uses descriptive statistical analysis, simple and multiple regression, hypothesis F test and hypothesis test t. The results of this study indicate that: 1) Service quality has a positive and significant effect on customer satisfaction at Toys City Mall Summarecon Bekasi. 2) The atmosphere of the store has a positive and significant effect on customer satisfaction at the Toys City Mall Mall Summarecon Bekasi. 3) Service quality and store atmosphere together have a positive and significant effect on customer satisfaction at Toys City Mall Summarecon Bekasi.</em>

Sign in / Sign up

Export Citation Format

Share Document