scholarly journals An Empirical Investigation of Consumer Satisfaction From Private Transport Services in District Peshawar

2019 ◽  
Vol 5 (3) ◽  
Author(s):  
Khairullah Jan ◽  
Sher Ali ◽  
Abid Ali ◽  
Muhammad Shabir Jan
Keyword(s):  
Consumer Satisfaction ◽  
Empirical Investigation ◽  
Mean Value ◽  
Primary Data ◽  
Future Perspective ◽  
Categorical Variable ◽  
Probit Regression ◽  
Factors Affecting ◽  
Transport Services

This study aimed to find out the consumer satisfaction from private transport services in Peshawar, Khyber Pakhtunkhwa, Pakistan. For this purpose primary data was collected through structured questioner. Questioners were distributed to 450 targeted samples in the study area. Four hundred and twenty-nine questioners were successful filled from respondents. Different fifteen variables were identified from literatures which determine consumer satisfaction. As the nature of the dependent variable i.e. satisfaction is binary (categorical variable: Yes/No). Therefore, all the information’s collected analyzed through Probit-regression technique. Four different models were estimated to investigate different factors affecting consumer satisfaction individually and collectively. Out of fifteen variables nine variables are founded statistically significant. Significant variables were Quality of Vehicles, Cleanness of Vehicles, Availability of Seats, Driver Skills, Rout Characteristic, Waiting Time, Time Taken to reach destination, Regulatory Services and Frequency of Vehicle. All these variables contributed positively with consumer satisfaction. Sub factors of the timeliness were strongly relation with satisfaction level compare to other factors. Mean value of SERVQUAL dimensions showed that customers are dissatisfied from transport services. Consumers are dissatisfied at a large extent in district Peshawar and feel hesitation during traveling. Such tension and frustration during traveling affect adversely efficiency of the consumer. To avoid such dis-comport and increase in social welfare of the society which is the foremost objective of every government. Therefore, government should intervene in private sector transport and ensure suitable policy for the future perspective.

scholarly journals The Quality of the Decision-Making Process in Road Transport

2019 ◽  
Vol 1 (1) ◽  
pp. 85-92
Author(s):  
Robert Sałek
Keyword(s):  
Decision Making ◽  
Transport Process ◽  
Road Transport ◽  
Quality Of Services ◽  
Decision Making Process ◽  
Factors Affecting ◽  
Management Level ◽  
Transport Services ◽  
Preparatory Stage

Abstract The issue of quality is a very important aspect of the operation of transport companies. In relation to the area of their activity it primarily focuses on the quality of services provided, which can be verified e.g. on the basis of timeliness of deliveries or accepted complaints. This allows for examining the quality after providing the service in order to take future pro-quality actions. However, is it possible to affect the quality of services provided before their provision? The transport process itself is preceded with a range of actions taken within the framework of detailed planning and organization, which can significantly influence the quality of services. The decisions made at the management level are conditioned by many factors determining the course of future events, however, this is not always enough to make the process run uninterruptedly. Therefore, it is important to structure basic actions at the initial stage so as to allow the smooth conduct of the decision-making process for the specific task in order to subsequently focus on the detailed analysis of the actions planned. In the paper, the author attempts to characterize the fundamental factors affecting the decisions taken during the planning and organization of the transport process. The objective of the conducted research is to verify initial decisions and their significance for the improvement in the quality of transport services provided. There was conducted the algorithmization of actions and interpretation of their importance for the quality of decisions taken at the preparatory stage and during transport.

scholarly journals The Study on Factors Influencing Incomes of Laborers in Viet Nam: The Case at Industrial Parks, Economic Zones in Travinh Province

2020 ◽  
Vol 11 (5) ◽  
pp. 321
Author(s):  
Ha Hong Nguyen ◽  
Tuyen Thanh Nguyen
Keyword(s):  
Multivariate Regression ◽  
Working Environment ◽  
Primary Data ◽  
Industrial Park ◽  
Viet Nam ◽  
Multivariate Regression Model ◽  
Factors Affecting ◽  
Industrial Parks ◽  
Economic Zones

This study aims to solve the problem of raising incomes, improving the quality of life of Vietnamese workers in industrial parks and economic zones today, specifically in Tra Vinh province, Viet Nam. By the method of primary data collection of 300 employees working in enterprises in Long Duc Industrial Park located in Tra Vinh City; Co Chien Industrial Park located in Cang Long district and Dinh An economic zones located in Tra Cu district; using multivariate regression model; The study showed that there are 6 factors affecting the income of workers: the occupation of workers, working experience, the qualifications of workers, ethnicity, Religion and working environment. In particular, working experience, the qualifications of workers greatly affect the income of employees. From the research results, the author have proposed solutions to improve the income of workers, ensure social security and stabilize the lives of workers in the future.

scholarly journals FACTORS IMPACT ON THE SATISFACTION OF PART-TIME STUDENTS ON THE QUALITY OF EDUCATIONAL SUPPORT SERVICES IN TRA VINH UNIVERSITY

2018 ◽  
Vol 1 (31) ◽  
pp. 20-28
Author(s):  
Nguyen Van Nguyen ◽  
Thoai Thanh Nguyen ◽  
Dien Son Lam
Keyword(s):  
Support Services ◽  
Statistical Error ◽  
Primary Data ◽  
Educational Support ◽  
Factors Affecting ◽  
Academic Activities ◽  
Part Time Students ◽  
Part Time ◽  
Students Satisfaction

In the market economy, academic activities have long been considered as “a kind of service” with increasingly high competition. In order to increase  competitiveness of Tra Vinh University (TVU) by improving support services for part-time students, this research has been implemented to identify factors that affect to part-time students’ satisfaction related to quality of academic support services at TVU. The research was conducted by interviewing experts and  analyzing questionnaire-based primary data with sample size n = 598 and statistical error 1 =5%. The results indicated 6 factors affecting the satisfaction of part-time students with regard to the quality of the support services at TVU including: (1) Facilities (2) Assurance, (3) Reliability, (4) Responsiveness, (5) care and (6) other Support Services. Therefore, the improvement in these factors will make students be more satisfied as well as increase competitiveness of TVU

scholarly journals Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Kedai “Pesenkopi” di Kota Malang

2020 ◽  
Vol 3 (1) ◽  
pp. 40
Author(s):  
Siti Saniah ◽  
Bambang Yudi Ariadi ◽  
Harpowo Harpowo
Keyword(s):  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Primary Data ◽  
Validity And Reliability ◽  
Coffee Shop ◽  
P Values ◽  
Path Coefficients ◽  
Quality Of Products ◽  
Data Analysis Methods

The purpose of this study are as follows: 1. To find out the quality of products to consumers satisfaction Pesen Kopi Malang 2. To find out the brand of consumer satisfaction Pesen Kopi Malang 3. To find out loyalty to consumers satisfaction Pesen Kopi Malang. This research was conducted at Malang Coffee Pesen Coffee Shop in January-February 2020. The type of data used in this study is quantitative data obtained from the distribution of questionnaires. The sampling technique is using accidental sampling. Sampling amounted to 75 respondents. Data collection techniques are primary data and documentation. Data analysis methods used were validity and reliability tests, to analyze the PLS Warp. The results of the path coefficients and P values on customer satisfaction are only variables X3 (loyalty) which are significant, that is <0.001 <0.05 and X1 (product quality), X2 (brand) is not significant.

scholarly journals PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA (Studi pada Mahasiswa Administrasi Bisnis Universitas Telkom)

AdBispreneur ◽  
2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Vinny Jennifer Rahareng ◽  
Nurnida Relawan
Keyword(s):  
Student Satisfaction ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Linear Regression Analysis ◽  
Simple Random Sampling ◽  
Primary Data ◽  
Data Sampling ◽  
Probability Sampling ◽  
Physical Evidence

ABSTRACTThis research aims to identify  he influence of quality of academic service owned by the Prodi Administration Business toward consumer satisfaction batch 2013. This research used quantitative descriptive method. The type of data required for research is the primary data and secondary data. Sampling done by the method of probability sampling type of simple random sampling with 72 responden. Data were analyzed using descriptive analysis and multiple linear regression analysis. Based on the results of T test here are two variables that effect i.e. variable Responsivenss (responsiveness) and Tangible (physical evidence), while variable Reliability (reliability), Assurane (Assurance) and Emphaty (empathy) does not affect the satisfaction of the students. The result of this research was based on the F-test is the quality of service which consists of Reliability (reliability), the Responsivenss (responsiveness), Assurane (Assurance), Emphaty (empathy) and Tangible (physical evidence) take effect simultaneously and significantly to student satisfactionKeywords : Service quality, student satisfaction  ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan akademik yang dimiliki oleh Prodi Administrasi Bisnis terhadap kepuasan mahasisiswa angkatan 2013. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif deskriptif. Jenis data yang dibutuhkan untuk penelitian adalah data primer dan data sekunder. Pengambilan sampel dilakukan dengan metode probability sampling jenis simple random sampling, dengan jumlah responden sebanyak 72 responden. Teknik analisis data menggunakan analisis deskriptif dan analisis regresi berganda.Berdasarkan hasil uji T terdapat 2 variabel yang berpegaruh yakni variabel Responsivenss (daya tanggap) dan variabel Tangible (bukti fisik), sedangkan variabel Reliability (kehandalan), Assurane (Jaminan) dan Emphaty (empati) tidak berpengaruh terhadap kepuasan mahasiswa. Hasil dari penelitian ini berdasarkan uji F adalah Kualitas Pelayanan yang terdiri dari Reliability (kehandalan) , Responsivenss (daya tanggap), Assurane (Jaminan) , Emphaty (empati) dan Tangible (bukti fisik) berpengaruh secara simultan dan signifikan terhadap kepuasan mahasiswaKata kunci : Kualitas pelayanan, kepuasan mahasiswa

scholarly journals ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK KOPI DAN PELAYANAN DI RUMAH KOPI BILLY CABANG MEGAMAS MANADO

2016 ◽  
Vol 12 (3A) ◽  
pp. 11
Author(s):  
Jimmy Rezky Torey ◽  
Oktavianus ., Porajouw ◽  
Tommy F. Lolowang
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Attitude Scale ◽  
Consumer Products ◽  
Measurement Scale ◽  
Primary Data ◽  
Qualitative Descriptive

This research aims to measure the level of consumer satisfaction toward coffee products and services in the House Coffee Billy Branches Megamas Manado. The Data used in this research is the primary data. The primary data obtained using the technique of the interview directly to respondents, in this case the consumer products coffee in the coffee House Billy Branches Megamas Manado, using a list of questions (questionnaire) as the tool in data collection. The method used in the sampling is sampling accindental. Analysis of the data that is used is a qualitative descriptive analysis is analyzed using the measurement scale Likert attitude scale installation design and presented using the list of the table and numbers. The results of this research shows that the measurement of the level of consumer satisfaction in the house of coffee Billy Branches Megamas Manado in terms of coffee products and services achieve total score loading data of 2.090 that shows the number of the index measuring consumer satisfaction of 83.6% and is considered very satisfied. This shows that consumers are very satisfied with the coffee products offered and the services provided by the employees in the House Coffee Billy Branches Megamas Manado and to increase consumer satisfaction in terms of product and services, Coffee House party Billy Branches Megamas Manado must pay attention to the quality of coffee products and quality of service offered. This is very important in order to maintain the customers and get more customers and increase sales

Hospital Management: Solution Implemented from Tangible Factor – Resarch at the Outpatient Department of some Public Hospital in Hanoi

2020 ◽  
Vol 36 (1) ◽  
Author(s):  
Nguyen Tien Thanh ◽  
Nguyen Dang Minh
Keyword(s):  
Medical Service ◽  
Research Result ◽  
Family Members ◽  
Quality Of Healthcare ◽  
Mean Value ◽  
Public Hospitals ◽  
Outpatient Department ◽  
Factors Affecting ◽  
Result Show

This paper present empirical research result on factors affecting the quality of medical service at the Outpatient Department of some public hospitals in Hanoi. This reserch based on the SERVQUAL model and conduct with 140 patients and 140 patient’s family members who came to these hospitals. The result show that Assurance and Tangible have the most impact to the quality of medical service. We analyze the mean value of the result and see that the Tangible factor has the lowest value and it is the patients and their family members most perceptive factor. Therefore, we focus on analyzing, interpreting and proposing a number of micro and macro solutions to manage the Tangible factor to help improving the quality of healthcare service throughly but sequentially through each step, each zone.

scholarly journals TOWARD UNDERSTANDING CONFLICTS BETWEEN CUSTOMERS AND EMPLOYEES’ PERCEPTIONS AND EXPECTATIONS: EVIDENCE OF IRANIAN BANK

2009 ◽  
Vol 10 (3) ◽  
pp. 241-254 ◽  
Author(s):  
Ali Asghar Anvary Rostamy
Keyword(s):  
Empirical Investigation ◽  
Influence Factors ◽  
Training And Development ◽  
Relative Importance ◽  
Development Programs ◽  
Factors Affecting ◽  
Significant Difference ◽  
Bank Managers ◽  
Perceptions And Expectations

This paper aims to determine influence factors affecting bank service quality, calculate the relative importance of factors from viewpoints of bank customers and employees, and examine the gaps in customers and employees’ perceptions and expectations of the quality of bank services. Accordingly, an empirical investigation was conducted in one of Iranian leading banks (Bank‐e‐Refah). For data collection, an adjusted SERVQUAL questionnaire was developed and distributed among 385 customers and 305 employees. The results show significant difference between customers and employees viewpoints. Understanding the gaps helped bank managers to develop more effective customer‐oriented service plans and employees’ training and development programs.

scholarly journals Factors affecting customer behavior in telecommunication industry

2020 ◽  
Vol 9 (2) ◽  
pp. 133-138
Author(s):  
Mbarek Rahmoun
Keyword(s):  
Quality Of Service ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Telecommunications Industry ◽  
Sustainable Competitive Advantage ◽  
Improvement Project ◽  
Factors Affecting

Marketing and strategy research has given a lot of importance to the study of product and service quality improvement. This has been widely studied in the literature as an appropriate competitive strategy to ensure customer satisfaction in the marketplace and gain a sustainable competitive advantage. In this paper, first, we have opted for an extensive review of marketing literature, quality of service and consumer satisfaction. Next, we propose to determine the factors that may affect customer satisfaction in the telecommunications industry in Tunisia. Indeed, each organization chooses to succeed in its strategy of satisfying its customers and to prevent the risk of losing them. Our empirical results indicate that most customers are satisfied with the quality of service provided to them, and most customers believe that Tunisie Telecom's service quality is above their expectations. Quality of reception at the counters of Tunisie Telecom's agencies is the key element for the success of the quality improvement project and is the major factor that can strongly influence client satisfaction and behavior.

scholarly journals The Effect of Audit Knowledge, Audit Document Complexity and Auditor Experience towards Audit Judgement of Internal Auditor in West Aceh Inspectorate Office, Indonesia

2019 ◽  
Vol 1 (2) ◽  
pp. 111-117
Author(s):  
Wardah Muharriyanti Siregar ◽  
Jumadil Saputra ◽  
Mursyidin ◽  
Zikri Muhammad
Keyword(s):  
Social Sciences ◽  
Financial Reporting ◽  
Accounting Standards ◽  
Influential Factors ◽  
Primary Data ◽  
Cross Sectional ◽  
Internal Auditor ◽  
Factors Affecting ◽  
Knowledge Audit

The audit is a process of overseeing financial reporting and disclosure by evaluating a relatively large amount of alternative information and determining whether it meets accounting standards. Auditors are responsible for issuing audit judgements. The quality of the audit judgement indicates how well the auditors performed their duties. This study examines the effect of audit knowledge, audit document complexity and auditor’s experience on the audit judgements of the internal auditor in the Inspectorate office West Aceh, Indonesia. A quantitative analysis through cross-sectional data was performed to achieve the objective of this study. The primary data were collected through questionnaires administered to 40 auditors comprising 28 auditors with structural positions and 12 auditors with functional positions and analysed using descriptive and inferential statistics involving multiple regression analysis using the Statistical Package for Social Sciences-22. The result of this study showed that the audit knowledge, audit document complexity and auditor experience have a significant effect on the audit judgement of the internal auditor in the Inspectorate office West Aceh, Indonesia. Further, this study found that audit knowledge is the most influential factors affecting the audit judgement of the internal auditor.

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