scholarly journals Quality of Service to the Regional Road Transport Service

2016 ◽  
Vol 1 (2) ◽  
pp. 216
Author(s):  
Suela E.Shpuza
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Performance Standards ◽  
Road Transport ◽  
Service Organizations ◽  
Transport Service ◽  
Lack Of Information ◽  
And Performance ◽  
High Level

Performance is measured and done, the quality represents a key element to achieve the performance, especially customer service quality. In response to the pressure of globalization, the market increasingly competitive and volatile market dynamics that, many organizations actively seeking ways to add value to their services and improve their quality of service. Organizations usually tend to make their operations efficient priority. This process begins with the assessment of nevojave customers, their requirements and assessing the performance of domestic human resources in organization and performance depends on the outcome of the estimated earlier. Since this process can proceed in different directions. The causes of these results may be the lack of information and support of high-level management, performance standards unclear, inaccuracies assessors, very large number of forms to be completed and the use of software for the opposite purpose.

Evaluation of the Quality of Motor Transport Services

2021 ◽  
pp. 264-272
Author(s):  
Olena Khachaturyan ◽  
◽  
Serhiy Khachaturyan ◽  
Keyword(s):  
Quality Assessment ◽  
Service Providers ◽  
Road Transport ◽  
Transport Service ◽  
Motor Transport ◽  
Transport Services ◽  
Leading Position ◽  
Perception Of Quality ◽  
High Level

Recently, the sphere of providing motor transport services has become more and more widespread and developed. The number of enterprises and sole proprietors in the market of motor transport services is constantly increasing. At the same time, the level of competition between motor transport service providers is growing, which makes it necessary to improve the quality of motor transport services. After all, a high level of quality allows us to occupy a leading position in this sector of the economy. There is an urgent need to assess the quality of motor services, and it is important to assess their quality from the standpoint of consumers of these services. Distinctive features of methodical bases of carrying out quality assessment at the enterprises of motor transport are defined. In the course of research both group, and individual indicators of quality assessment are established. Quality assessment is the result of the course of perception of quality, which is formed in the process of providing services to the user and is accompanied by a specific assessment of the quantitative degree of compliance of the received service with his expectations. Analysis of existing indicators revealed assessment of service quality. The stages of quality assessment, consistent provision of their implementation and the main basic provisions are determined, based on which a set of methodological approaches to assessing the quality of road transport services can be improved. The levels of evaluation of motor transport services and their content are established. An approach to assessing the quality of road transport service and the implementation of the course of providing services to users, which is based on its identified values in three stages: standardized, consolidated and expanded. The signs of the quality of the course of providing services to users on the basis of "points of conflict" with them are substantiated by two classes of signs: "effective" and "instrumental".

Performing a road transport service on the example of a transportation and forwarding company

2018 ◽  
Vol 120 ◽  
pp. 279-286
Author(s):  
Katarzyna Markowska ◽  
Michał Jamka
Keyword(s):  
Customer Service ◽  
Dominant Role ◽  
Road Transport ◽  
Time Cost ◽  
Transport Service ◽  
Gradual Reduction

Road transport is one of the most popular forms of traveling. In Poland it has a dominant role; however, there are initiatives for its gradual reduction. Performing a road transport service enables the transportation of freight directly from the sender to the receiver. Performing a road transport service consists in planning the route and suitable means of transport, checking the quality of the cargo, checking the time, delivering the cargo and handling financial matters. It is inherently linked to features of customer service, such as: time, cost, quality and suitable transport documentation.

scholarly journals 25 years of the Municipal Transportation Board in Gdynia

2017 ◽  
Vol 18 (10) ◽  
pp. 22-28
Author(s):  
Olgierd Wyszomirski
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Public Transport ◽  
Marketing Research ◽  
Urban Transport ◽  
Transport Service ◽  
Transport Services ◽  
Future Challenges ◽  
Set Up

Twenty five years ago, the Municipal Transportation Board in Gdynia (ZKM) was launched. As part of the process of changes in the transport service of Gdynia and neighboring municipalities, a unit was created to organize public transport. A specialized urban transport organizer has been set up to improve the quality of public transport services. During the 25 years of operation of ZKM, the level of quality of service has been improved significantly, adjusting the transport offer to the demand and transportation preferences of inhabitants, learned through systematic representative marketing research. Trolleybus transport has been modernized, thanks to trolleybuses having an energy storage tank. Transport services within the network of ZKM are carried out by operators owned by the City of Gdynia and competing private entities. Before ZKM there are challenges related to the constantly increasing expectations of the inhabitants in terms of quality of service and the changing conditions of their service in the situation of strong development of motorization and implementation of the policy of sustainable urban transport development. The article presents the tasks and scope of activities of ZKM, bus, midibus, microbus and trolleybus transport organized by ZKM, operators contracted by ZKM, supervision and regulation of traffic in the transport network of ZKM, transport service of mass events by ZKM, marketing research conducted by ZKM, customer service by ZKM, quality evaluation of ZKM services and future challenges standing ahead of this unit.

Premium Public Parking Services: A Way to Improve Parking Operations at Airports

2000 ◽  
Vol 1703 (1) ◽  
pp. 105-111
Author(s):  
Anna Fantoni ◽  
Douglas M. Mansel ◽  
Peter B. Mandle
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Good Combination ◽  
Structure Quality ◽  
Rate Structure ◽  
Business Opportunities ◽  
High Level ◽  
Parking Facilities

Premium public parking services, such as valet, reserved, and business parking, are becoming increasingly popular at U.S. airports. They offer an enhanced level of customer service; are important business opportunities and sources of revenue for airports; contribute to reduction of curbside congestion, thereby encouraging travelers to park instead of being dropped off or picked up; and improve an airport’s ability to compete with privately operated, off-airport parking facilities. A study was conducted at more than 14 U.S. airports and demonstrated that successful premium public parking services provide a good combination of location, parking capacity, rate structure, quality of service, and business arrangements. Although these factors are very specific to each airport, general guidelines for parking managers who wish to optimize existing parking facilities, maximize net parking revenues, and provide a high level of customer service are outlined.

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

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals The Control Process Effectiveness: Organization Versus Customer

2013 ◽  
Vol 11 (8) ◽  
pp. 345
Author(s):  
Ofer Barkai
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Internal Control ◽  
Service Providers ◽  
Control Process ◽  
Point Of View ◽  
Large Organization ◽  
Control Processes ◽  
Telecommunication Company

This research project, which was implemented in an organization whose primary function is providing service (Telecommunication company), studies the scope of the correlation between the quality of service from the customers point of view (customer survey) and the organization (Telecommunication company systems). The research is important both for economic and scientific reasons. It involves many organizational control units which require significant monetary investments. From a scientific point of view, the research is important because it can shed light on the asymmetrical point of view existing between customers and organizations. Organizations that are service providers place high importance on the quality of service and their image as perceived by their customers. Quality of service is measured through internal control processes and from there is passed on to the staff who are directly involved in customer service. In this study, we focus on a large organization which implements control processes and then provides service to customers. Therefore, the activities of this organization are judged first and foremost on the basis of the service quality provided. The existing internal control processes of the organization, which measure the standard of service provided on the basis of organizational benchmarks are separate from those that measure customer satisfaction. In this project, we analyze the correlation between the outlook of the customer and the results of internal control processes.

OPTIMIZING THE QUALITY OF CUSTOMER SERVICE IN PHARMACY ORGANIZATIONS

2021 ◽  
Vol 2 (1) ◽  
pp. 55-59
Author(s):  
Filina I.A. ◽  
Ustinova L.P. ◽  
Fomicheva S.I.
Keyword(s):  
Quality Of Service ◽  
Medicinal Product ◽  
Customer Service ◽  
Not Given ◽  
Medicinal Products ◽  
Operational Procedure ◽  
International Nonproprietary Name ◽  
At Home

By surveying clients of pharmacy organizations, we've analyzed quality of service. It was found that pharmaceu-tical specialists do not always inform pharmacy visitors about the regimen and doses of the drug (MP), the rules for storing it at home, and about interactions with other drugs; most buyers find it difficult to answer the question of what is the International Nonproprietary Name of a Medicinal Product (INN) and how synonyms and ana-logues differ from each other; visitors to pharmacies are not always provided with information about the availa-bility of medicinal products from different manufacturers and medicinal products with different prices; in most cas-es, if the secondary packaging is violated, the pharmacy customers are not given instructions (a copy of the in-structions) on the use of the dispensed drug. A standard operational procedure "Order of realization of medicines without a prescription" was developed on the basis of received data.

FOCUS ON COORDINATION OF OPERATORS ENSURING THE QUALITY OF SERVICE IN TOURISM

2020 ◽  
Author(s):  
Mincho Polimenov ◽  
Keyword(s):  
Quality Of Service ◽  
Production Process ◽  
Level Of Service ◽  
Production Cycle ◽  
Work Processes ◽  
Organization And Management ◽  
Culture Of Consumption ◽  
High Level ◽  
Tourist Service

The report focuses on the quality of service in tourism and in particular on the quality of blanks and work processes in the various issuing units and their coordination in the overall production process. Investments are focused not only on improved innovations in machine software and equipment, but also on such tricks and connections in the production cycle providing a high level of service and culture of consumption. Facilitating the processes provides a level of competition and creates an opportunity for affordability in quality and price. Emphasis is placed on the flexibility of tour operators and the tourist product and tourist service they offer, their quality, organization and management. Satisfying the modern "global tourist" requires not only knowledge of the structure of the offered tourist product and service, but also seeks an answer to the question "How" to be created and implemented.

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