scholarly journals Integrasi E-Servqual, Model Kano, dan HOQ dalam Meningkatkan Kepuasan Pelanggan Jasa Ojek Online

2020 ◽  
Vol 9 (3) ◽  
pp. 163-170
Author(s):  
Wilson Kosasih ◽  
Iphov Kumala Sriwana ◽  
Rico Adhesi
Keyword(s):  
Consumer Satisfaction ◽  
Service Providers ◽  
Service Users ◽  
Relative Importance ◽  
Kano Model ◽  
Satisfaction Index ◽  
Business Opportunities ◽  
Taxi Service ◽  
Server Reliability ◽  
Motorcycle Taxi

Online motorcycle taxi service providers become business opportunities that grow and develop. The development of digital business opportunities is also supported by the increasingly widespread service users. This research aims to determine the characteristics of online motorcycle taxi service users and the attributes that are priority for users. In this study, several methods are used and integrated include: e-ServQual, IPA (importance-performance analysis), Kano Model, and House of Quality. The measurement result of the consumer satisfaction index is 55.58%, meaning that the consumers are quite satisfied with the online service. Based on the findings of this study, the attributes prioritized by consumers are the punctuality of the driver's arrival as stated in the application (attribute 14), the driver confirms the customer's order quickly (attribute 15), and the driver is easy to obtain (attribute 17). Finally, this study also recommends corrective actions to these service providers, among others: maintaining server reliability with a relative importance of 21.4%, regularly conducting driver training with a relative importance of 15.2%, and increasing the number of drivers with a relative importance 4.3%.

scholarly journals Measurement of Customer Perceptions of Logistics Service Quality

2021 ◽  
Vol 22 (1) ◽  
pp. 43-56
Author(s):  
Babatunde Enitan Ogunnowo ◽  
Salami Suberu Sule
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Third Party ◽  
Service Users ◽  
Performance Factors ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Zone Of Tolerance

Currently, logistics service providers experience a high increase in activity. It makes logistics service providers compete with each other in service quality. To be able to compete, logistics service providers need to measure customer perceptions on logistics service satisfaction. The results of measuring customer perceptions can be used to improve the quality of logistics services. This study attempted to measure customer perceptions of third-party logistics (3PL) service users by considering competitor performance factors. This study integrated the Customer Satisfaction Index (CSI) method and the Competitive Zone of Tolerance based Importance Performance Analysis (CZIPA) method to measure customer perceptions and determine the priority attributes for improvement account competitors' performance factors. Based on the research, the CSI method was proven to measure customer perceptions of 3PL service users. CZIPA can determine the attributes that were prioritized for improvement based on the performance of competitors.

scholarly journals ANALISIS BUDAYA KESELAMATAN BERKENDARA DIKALANGAN OJEK ONLINE DI UNIVERSITAS SEBELAS MARET

2019 ◽  
Author(s):  
Ismail marzuki
Keyword(s):  
Driving Safety ◽  
Service Users ◽  
Taxi Drivers ◽  
Descriptive Research ◽  
The Status ◽  
Taxi Service ◽  
The Government ◽  
Motorcycle Taxi ◽  
Descriptive Method

the lack of online motorcycle driver awareness at Sebelas Maret University in paying attention to driving safety is due to the lack of online motorcycle driver knowledge about the basics of driving safety that can endanger service users, especially for themselves. The writing of this article aims to explain that awareness about driving safety can improve the quality of online motorcycle taxi drivers in serving customers and can also improve the quality of life. This research uses a qualitative approach with descriptive research methods. Descriptive method is checking the status of human groups, objects, conditions, systems, thoughts or classes of events in the present. Descriptive method aims to collect actual information in detail that describes the symptoms that exist. The results of this study stated that there are still many online motorcycle taxi drivers and online motorcycle taxi service users in the Sebelas Maret University area who do not apply the driving rules correctly due to lack of knowledge of the basics of driving safety or lack of awareness about the importance of using personal protective equipment in driving. the conclusion that can be drawn is the need for collaboration between online motorcycle taxi companies, online motorcycle taxi drivers, service users, and the government to create driving compliance and reduce accident rates.

scholarly journals Possible complex approaches towards evaluating the quality of a destination in the context of tourism management

2014 ◽  
Vol 60 (No. 5) ◽  
pp. 199-207 ◽  
Author(s):  
K. Ryglová ◽  
I. Vajčnerová
Keyword(s):  
Rural Areas ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Principal Component ◽  
Integrated Approach ◽  
Satisfaction Index ◽  
European Consumer ◽  
Tourism Management ◽  
Complex Evaluation

Thepaper deals with the issues concerning evaluating the quality of a destination in the context of tourism. A destination has to be looked on as a complex product of tourism consisting of products, services, natural resources, artificially created attractions and information being connected. The satisfaction of visitors to a destination is dependent on the quality of their overall experience that is created on the basis of the cooperation of all participants working in tourism in the given area – these are local inhabitants, service providers, public administration workers and destination management workers. The paper shows possible approaches towards the complex evaluation of the destination quality. The first of the models is based on the European Consumer Satisfaction Index methodology and modifies it for evaluating the satisfaction of a visitor to a destination (in the researched destination, the values of the total ECSI indexes were calculated at 70% level in the case of home as well as foreign visitors). The second model – so-called Four-dimensional model of the destination quality – is based on the integrated approach to quality management when – with the support of the principal component analysis – a new methodology for evaluating the quality of a destination was suggested; it is based on four topically defined quality dimensions: attractions, services, marketing management, cooperation and sustainability. In the case of the suggested models, we also see their potential for increasing the quality of services in rural areas, which is the subject of the authors’ further research.  

scholarly journals THE LEGAL LIABILITY OF ONLINE DRIVER FOR PASSENGERS ACCIDENT IN CONSUMER PROTECTION LAW

2021 ◽  
Vol 5 (2) ◽  
pp. 341
Author(s):  
Mariah Sonanggok Purba ◽  
Fixma Raju Sinaga
Keyword(s):  
Public Transportation ◽  
Government Regulation ◽  
Legal Protection ◽  
Service Users ◽  
Road Transportation ◽  
Taxi Drivers ◽  
The Public ◽  
Consumer Rights ◽  
Taxi Service ◽  
Motorcycle Taxi

Online motorcycle taxis have become a favorite public transportation for some people because they are flexible in their activities, can reach places that are not passed by public transportation such as city transportation (public transport), buses, or other types of four-wheeled public transportation. One of the losses experienced by passengers or motorcycle taxi service users is the occurrence of accidents caused by the mistakes of motorcycle taxi drivers. Legal certainty to provide protection to consumers in the form of protection of consumer rights, so that business actors do not act arbitrarily which always harms consumers. The research method used is normative juridical. The results of this study are that most of the Indonesian online motorcycle taxi companies use motorbikes as their means of transportation and receive payment for the services provided, not in accordance with what is stipulated in UULAJ and Government Regulation Number 74 of 2014 concerning Road Transportation. In order to operate the transportation of people not on a route using a public motorized vehicle, the public transportation company is required to have a license to operate the transportation of people not on a route which must meet the requirements. Legal protection for online motorcycle taxi passengers when an accident occurs is divided into 2, namely preventive and repressive legal protection.

An Exploration of Aftercare Services for Female Drug Users

2018 ◽  
Vol 30 (2) ◽  
Author(s):  
Talent Mhangwa ◽  
Madhu Kasiram ◽  
Sibonsile Zibane
Keyword(s):  
South Africa ◽  
Qualitative Study ◽  
Drug Users ◽  
Service Providers ◽  
Service Users ◽  
Rehabilitation Centre ◽  
Aftercare Services ◽  
Data Source ◽  
Female Drug Users ◽  
Depth Interviews

The number of female drug users has been on the rise in South Africa, with statistics reflecting a rise in the number of women who attend treatment centres annually. This article presents empirical data from a broader qualitative study which aimed to explore perceptions concerning the effectiveness of aftercare programmes for female recovering drug users. The main data source was transcripts of in-depth interviews and focus groups with both service users and service providers from a designated rehabilitation centre in Gauteng, South Africa. Framed within a biopsychosocial-spiritual model, this article explores the perceptions and meanings which the female recovering drug users and the service providers attach to aftercare programmes. The findings of the research outlined the range of factors promoting recovery, alongside noteworthy suggestions for improvement in aftercare services. While acknowledging multiple influences on behaviour, this article highlights the significance of these findings in planning and implementing holistic aftercare programmes.

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

Exploration of Product Centric Factors in Telecom Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Swati Ganeti ◽  
Rajat Agarwal ◽  
Murali Krishna Medudula ◽  
Mahim Sagar
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Connectivity ◽  
Factor Loading ◽  
The Other ◽  
Relative Importance ◽  
Network Connection ◽  
Telecom Service ◽  
Telecom Industry

Telecom industry is one of those industries which has changed dramatically during the past decade. With more and more players entering in this industry, competition is ever increasing. The war between these players is slowly shifting from the price to the augmentation. This paper aims at exploring such factors which influence a customers preference of one telecom service provider (TSP) over the other. It is a descriptive research where study has been conducted among the consumers of different telecom service providers (TSPs). By reviewing the existing literature in this domain, we explored different factors which affect the consumers decision to prefer one telecom service provider over the other. A consumer targeted questionnaire was designed where consumers were asked about the factors they consider (with their relative importance quantified using Likert scale), before buying a new network connection to know the relative importance of the various factors. Factor Analysis was performed to club various variables into distinct factors. Statistical techniques then helped in identifying the relative importance. From the Factor Loading matrix the following five factors were generated:- Overall service quality, Point of Purchase Differentiator, Promotion Measures, Tariff Plans and Size of the Network. Further study in the behavioural perceptions of consumer shows that the most important factor in influencing the customer buying behavior is Service Quality. The second most important factor is cost and various plans offered by the telecom service provider. Network connectivity was considered by almost all the respondents and consumers prefer the largest network player. The study also found that promotional measures dont influence the customers as expected.

scholarly journals Pricing Strategies of Logistics Distribution Services for Perishable Commodities

Algorithms ◽  
2018 ◽  
Vol 11 (11) ◽  
pp. 186
Author(s):  
Tao Li ◽  
Yan Chen ◽  
Taoying Li
Keyword(s):  
Dynamic Pricing ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Time Constraints ◽  
Optimal Pricing ◽  
Pricing Strategies ◽  
Pricing Model ◽  
Logistics Service ◽  
Distribution Services ◽  
Perishable Goods

The problem of pricing distribution services is challenging due to the loss in value of product during its distribution process. Four logistics service pricing strategies are constructed in this study, including fixed pricing model, fixed pricing model with time constraints, dynamic pricing model, and dynamic pricing model with time constraints in combination with factors, such as the distribution time, customer satisfaction, optimal pricing, etc. By analyzing the relationship between optimal pricing and key parameters (such as the value of the decay index, the satisfaction of consumers, dispatch time, and the storage cost of the commodity), it is found that the larger the value of the attenuation coefficient, the easier the perishable goods become spoilage, which leads to lower distribution prices and impacts consumer satisfaction. Moreover, the analysis of the average profit of the logistics service providers in these four pricing models shows that the average profit in the dynamic pricing model with time constraints is better. Finally, a numerical experiment is given to support the findings.

scholarly journals Application of Refined Kano’s Model to Shoe Production and Consumer Satisfaction Assessment

2021 ◽  
Vol 13 (5) ◽  
pp. 2484
Author(s):  
Chi-Hung Lo
Keyword(s):  
Sustainable Development ◽  
Product Development ◽  
Consumer Satisfaction ◽  
Value Added ◽  
Development Plan ◽  
Development Model ◽  
Product Attributes ◽  
Kano Model ◽  
Sustainable Product Development ◽  
Sustainable Product

Many industries are labor-intensive and energy- and resource-consuming. A sustainable development plan is necessary for the industries as industrial structures have been changing recently. Taiwan’s shoe industry also has experienced such changes and requires a sustainable product development plan for continuous development. Therefore, this study aims to propose a new method by introducing a model of sustainable product development to facilitate the sustainable development of the industry. By taking air-cushioned casual shoe production as an example, this study suggested the refined Kano quality model for exploring the product attributes that improved the customers’ satisfaction. The refined Kano model that was established with interviews and questionnaire surveys was effective to define the product attributes that contributed to satisfying the customers and understanding their perception of product attributes. In the air-cushioned casual shoe production, the model found function, design, innovation, marketing, and service to be important for manufacturers to develop products with limited. It also suggested the priority be put on the attributes of high value-added quality, key quality, and potential quality. The model helped manufacturers decide which product attributes they need to invest in and develop. The relation of product attributes and consumer satisfaction for a sustainable product development model was also found by using the refined Kano model. The result of this study is expected to apply to various industries for establishing an appropriate sustainable product development model.

scholarly journals Exploring the role of an emotional support and counselling service for people with visual impairments

2013 ◽  
Vol 31 (1) ◽  
pp. 5-19 ◽  
Author(s):  
Suzanne Hodge ◽  
Wally Barr ◽  
Louise Bowen ◽  
Martina Leeven ◽  
Paul Knox
Keyword(s):  
Emotional Support ◽  
Service Providers ◽  
Low Vision ◽  
Visual Impairments ◽  
Well Being ◽  
Service Users ◽  
Social Changes ◽  
Psychological Well Being ◽  
Mixed Methods Evaluation

There is growing evidence of the need for services to address the emotional support needs of people with visual impairments. This article presents findings from a mixed methods evaluation of an emotional support and counselling (ESaC) service delivered within an integrated low vision service, focusing primarily on the qualitative findings. Data collected using a standardised measure of psychological well-being (Clinical Outcomes in Routine Evaluation–Outcome Measure; CORE-OM) show an improvement in the psychological well-being of clients of the service between baseline and follow-up assessment. Qualitative findings from interviews with service users and service providers help to illustrate and explain the experiences underlying the quantitative findings. The ESaC services are shown to be helpful to service users in two particular ways: helping them to normalise their experiences by talking to an impartial listener and helping them to accept and adapt to the physical, emotional and social changes in their lives resulting from their visual impairment.

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