scholarly journals Assessment of Rail Freight Transport Service Quality

2012 ◽  
Vol 13 (3) ◽  
pp. 188-192 ◽  
Author(s):  
Ramūnas Palšaitis ◽  
Andrejus Ponomariovas
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Freight Transport ◽  
Rolling Stock ◽  
Transport Service ◽  
Self Assessment ◽  
Rail Freight ◽  
Transportation Service ◽  
Service Quality Evaluation ◽  
Survey Results

Assessment of Rail Freight Transport Service Quality Investigations show a growth of requirements for goods transportation quality by rail. There is a need to analyse in details goods transportation system by rail to meet requirements of market and give extra boost to development transportation service quality. The purpose of the current article is to give a partial overview about the experts, freight forwarders and customers' survey results. The analysis of customers' answers showed that they are not fully satisfied with quality of the service. It was identified that freight forwarders and other transportation service providers must carry out regular self-assessment of performance against defined criteria of service. Clear and united criteria of cargo transportation quality by rail will make easier to choose transport mode, transport means and route. The survey data and literature analysis showed that there is a vast range of criteria to be proposed for rail service quality evaluation, but no one of the models is prevailing. The analysis showed that most often the mentioned criteria are linked with the information, rolling stock, reliability and punctuality.

scholarly journals SATISFACTION AND LOYALTY IN B2B RELATIONSHIPS IN THE FREIGHT FORWARDING INDUSTRY: ADDING PERCEIVED VALUE AND SERVICE QUALITY INTO EQUATION

Transport ◽  
2018 ◽  
Vol 33 (5) ◽  
pp. 1184-1195 ◽  
Author(s):  
Irene Gil-Saura ◽  
Gloria Berenguer-Contri ◽  
Eugenia Ruiz-Molina
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Perceived Value ◽  
Relevant Information ◽  
Freight Transport ◽  
Transport Service ◽  
Transport Modes ◽  
Freight Forwarder ◽  
Freight Forwarding

This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through perceived value. In turn, it is confirmed the relationship between satisfaction with the transportation company and customer loyalty. Furthermore, there are significant differences in quality dimensions and satisfaction between transport modes. This study confirms the importance of service quality and perceived value to promote the link between chain actors: freight forwarder and transport service provider. The main aim of this research is to go deeper into the study of satisfaction and loyalty of freight forwarders to freight transport service providers. Findings provide evidence about differences in the dimensionality of service quality between B2C and B2B settings and, even in the latter, differences between freight forwarding services and other industries are observed. The present paper is one of the few studies that obtains relevant information about several transport modes simultaneously and the findings reinforce the notion that perceptive processes in each of them are different.

scholarly journals Courier service quality from the clients’ perspective

2017 ◽  
Vol 9 (1) ◽  
pp. 36-45 ◽  
Author(s):  
Aleksandra Gulc
Keyword(s):  
Service Quality ◽  
Global Market ◽  
Research Results ◽  
Client Expectations ◽  
Measurement Tools ◽  
Weight One ◽  
Service Quality Evaluation ◽  
Courier Service ◽  
Survey Results ◽  
Measuring Scale

Abstract The aim of the study is a critical analysis of literature concerning the evaluation of courier service quality and verification if client expectations towards courier service quality change in time considering the perspective of future 5–10 years. Research methods include the theoretical analysis of scientific literature, CAWI survey and statistical analysis of obtained data. The literature overview has shown the lack of clearly defined evaluation constructs of courier service quality together with the criteria and weight, one universal commonly used measuring scale for evaluation of the service quality, diversification of methods and measurement tools for the various groups of stakeholders of courier service. Moreover, it can be concluded that the research concerning the courier service quality has not considered the problem of aging of quality indicators. Research results by the author have proved that the expectations of clients using courier service change in time, some of them are exposed to the aging process (price) while others become more important (for example tele-technologies, modern packaging, and technical facilities). Moreover, the survey results have shown that the customer opinions can be the source of interesting and innovative ideas for the development of courier service in future. The analysis of domestic and foreign literature allowed presenting the academia with an output concerning the evaluation of quality in the field of courier service. As a result, the theoretical and methodological gaps were revealed to expose potential fields for further research. The research results concerning different methods of service quality evaluation can be useful mainly for managers in courier enterprises. Moreover, the knowledge about changing expectations of clients allows adjusting courier proposals to customer needs to gain a competitive advantage in the global market.

Towards a Customer-Centric Framework for Evaluation of E-Health Service Quality

2018 ◽  
pp. 199-218
Author(s):  
Michael Mutingi
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Evaluation ◽  
Service Providers ◽  
Customer Experience ◽  
Evaluation Framework ◽  
Service Quality Evaluation ◽  
Health Service Quality

As the awareness of the importance of healthcare service quality and pressures from stakeholders continue to grow, healthcare service providers have no option except to develop appropriate service quality evaluation procedures. Patient satisfaction is imperative, and has become a critical issue especially in e-health services. Although healthcare service providers have become aware of the need for improving customer experience through provision of customer-centric services, virtually none of the existing e-health quality evaluation frameworks are grounded on customer-centric metrics. In this chapter, a critical analysis of existing evaluation initiatives is presented from the context of e-health services. Critical areas of e-health service are investigated to determine quality dimensions that influence customer experience. From this analysis, a customer-centric evaluation framework is proposed, comprising four e-health service quality scales. The framework provides a platform for continuous improvement in e-health service.

scholarly journals Using mixed methods to design service quality evaluation indicator system of railway container multimodal transport

2019 ◽  
Vol 103 (1) ◽  
pp. 003685041989049 ◽  
Author(s):  
Xiaoping Fang ◽  
Chao Cao ◽  
Zhiya Chen ◽  
Weiya Chen ◽  
Linglin Ni ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Service Providers ◽  
Hot Spot ◽  
Indicator System ◽  
Evaluation Index System ◽  
Transport Service ◽  
Good Reliability ◽  
Transport Services ◽  
Multimodal Transport

Multimodal transport can bring the technical and economic advantages in different transportation modes into full play. While ensuring the level of service, it can reduce energy consumption and transport costs. Governments of most countries are actively promoting it. Therefore, it has become a research hot spot. Being a green, fast, and all-day transport mode, railways play an important role in multimodal transport. This article aims to analyze a multimodal transport service quality indicator system involving railways from the perspectives of customers, multimodal service providers, and governments. Qualitative and quantitative research methods were adopted to analyze the secondhand data of academic papers, government policy, and industry reports to clarify the quality characteristics of multimodal transport services. Using grounded theory and to analyze firsthand data from in-depth interviews with multimodal transport practitioners, 25 evaluation indicators of container multimodal transport service quality were chosen to be the evaluation index system. To test and improve the evaluation scale, 270 valid questionnaires were analyzed using SPSS 24.0 and AMOS 21.0 software, including reliability analysis, exploratory factor analysis, and confirmatory factor analysis. The results show that all the indicators meet the standard requirements and have good reliability and validity.

scholarly journals Decision-Making in Planning International Freight Transport

2020 ◽  
pp. 1-14
Author(s):  
Dariusz Masłowski ◽  
Małgorzata Dendera-Gruszka ◽  
Ewa Kulińska ◽  
Joanna Rut
Keyword(s):  
Decision Making ◽  
Research Methods ◽  
Service Providers ◽  
Freight Transport ◽  
Transport Service ◽  
Generalized Model ◽  
International Transport ◽  
Decision Making Model ◽  
Existing Data

The planning of international freight transport is one of the most important tasks carried out in transport companies. The aim of this publication is to improve the process of planning international transport by creating a generalized model presented on an example in Europe and a decision-making model developed for it. In the field of research methods, the methods of observation of transport service providers and analysis of existing data were used.

scholarly journals Faktor Tampilan dan Penyesuaian Aplikasi pada Kualitas Layanan dalam Menganalisis Loyalitas Pengguna Transportasi Daring

2020 ◽  
Vol 13 (2) ◽  
Author(s):  
Michael Christian
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
The Other ◽  
Transportation Mode ◽  
Online Application ◽  
Customer Needs ◽  
Transportation Service ◽  
Transportation Modes ◽  
Lifestyle Pattern

The shift in the pattern of using land transportation modes from conventional to online application-based has helped shape the lifestyle pattern of using different land transportation modes for the community. However, the other side of the presence of this application-based online land transportation mode is to maintain customer needs and expectations through aspects of service quality in applications provided by application-based online transportation service providers. It is not an easy thing to do and maintain. Applications should have quality because applications are the main capital in using online transportation modes. In addition, the information listed on the online transportation mode application is an important factor in providing the suitability of the information in the application. This study aims to analyze the effect of application display factors and feature adjustments in the application on user loyalty of application-based online transportation modes. By using SMART PLS 3.0, the results of this study explain that the attitudes of users of application-based online transportation modes are influenced by the application display factors and the adjustment of features in the application. Furthermore, loyalty is influenced by the attitude of users of application-based online transportation modes. Other recent features as part of service quality can be another factor that can be used to analyze user loyalty for application-based online transportation modes. This is useful for enriching understanding in determining the loyalty of users of application-based online transportation modes.

Environmentally responsible freight transport service providers' assessment under data-driven information uncertainty

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aalok Kumar ◽  
Ramesh Anbanandam
Keyword(s):  
Decision Making ◽  
Emerging Economies ◽  
Service Providers ◽  
Freight Transportation ◽  
Freight Transport ◽  
Data Driven ◽  
Transport Service ◽  
Content Type ◽  
Environmentally Responsible ◽  
Transport Industry

PurposeFreight transportation practices accounted for a significant share of environmental degradation and climate change over the years. Therefore, environmentally responsible transport practices (ERTPs) become a serious concern of freight shippers and transport service providers. Past studies generally ignored the assessment of ERTPs of freight transport companies during a transport service contract. To bridge the above literature gap, this paper proposed a hierarchical framework for evaluating freight transport companies based on ERTPs.Design/methodology/approachIn a data-driven decision-making environment, transport firm selection is affected by multiple expert inputs, lack of information availability, decision-making ambiguity and background of experts. The evaluation of such decisions requires a multi-criteria decision-making method under a group decision-making approach. This paper used a data-driven method based on the intuitionistic fuzzy-set-based analytic hierarchy process (IF-AHP) and VIseKriterijumska Kompromisno Rangiranje (IF-VIKOR) method. The applicability of the proposed framework is validated with the Indian freight transport industry.FindingsThe result analysis shows that environmental knowledge sharing among freight transport actors, quality of organizations human resource, collaborative green awareness training programs, promoting environmental awareness program for employees and compliance of government transport emission law and practice have been ranked top five ERTPs which significantly contribute to the environmental sustainability of freight transport industry. The proposed framework also ranked freight transport companies based on ERTPs.Research limitations/implicationsThis research is expected to provide a reference to develop ERTPs in the emerging economies freight transport industry and contribute to the development of a sustainable freight transport system.Originality/valueThis study assesses the environmental responsibility of the freight transportation industry. The emerging economies logistics planners can use proposed framework for assessing the performance of freight transportation companies based on ERTPs.

Service quality evaluation of automobile garages using a structural approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James ◽  
Jasmin James
Keyword(s):  
Graph Theory ◽  
Service Quality ◽  
Quality Index ◽  
Service Industry ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
Service Quality Evaluation ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality.Design/methodology/approachA structural methodology of graph theory and matrix approach is applied for developing the service quality index.FindingsThe automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate.Practical implicationsThe methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality.Originality/valueThe paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.

scholarly journals Evaluasi Fasilitas Ruang Tunggu Untuk Peningkatan Kualitas Pelayanan Dengan Pendekatan Mikro Dan Makro Ergonomi Di Stasiun Kereta Api Malang

2020 ◽  
Vol 2 (1) ◽  
pp. 98-102
Author(s):  
Mardiki Supriadi
Keyword(s):  
Service Quality ◽  
Air Temperature ◽  
Service Providers ◽  
Sound Intensity ◽  
Waiting Room ◽  
Railway Station ◽  
Train Station ◽  
Analysis And Design ◽  
Transportation Service ◽  
Improve Service Quality

The train station in Malang is one of the stations under the supervision of PT. Kereta Api Indonesia (Persero), which is engaged in the business of providing land transportation services. The large number of transportation service providers encourage competition between transportation service providers to provide good service to satisfy consumer desires. Service quality and condition of facilities available at railway stations in Malang, especially the waiting room section, still do not meet the Minimum Service Standards for People Transportation by Train based on the Minister of Transportation Regulation No. PM 9 on February 8, 2011. Therefore it is necessary to identify and evaluate the condition of waiting room facilities and the analysis and evaluation carried out to improve service quality with a Micro and macro ergonomics approach. With the Micro Ergonomics approach there will be proposed improvements to overcome work environment problems (air temperature and sound intensity level) in the train station waiting room. With the Ergonomics Macro approach a work system will be redesigned in the train station waiting room section that can be implemented by the train station manager. This study aims to identify, analyze problems and propose improvements to the condition of facilities in the waiting room section with a Micro and macro ergonomics approach to improve service quality at the Railway Station in Malang. This study describes the condition of facilities in the Railway Station waiting room in Malang through a questionnaire distributed to train service users. By knowing these conditions, a measurement of the working environment conditions is carried out on the train station waiting room. Obtained results of air temperature measurements in the waiting room area ranged from 31-35.3oC and the level of sound intensity in the waiting room section ranged from 66.8 to 88.1dB. Then the problem solving using the Macro Ergonomics approach using the MEAD method (Macro Ergonomic Analysis and Design) through ten stages of the process and obtained alternative selection results, namely repairs and procurement of facilities in the waiting room, officer training at the railway station and improvement of culture or passenger habits . From this study, a proposal to improve the waiting room facilities at the railway station in Malang was proposed which could be implemented by the management of PT. Kereta Api Indonesia (Persero) to improve the service quality of the train station.

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