Modeling structural equation for assessing passenger service quality of public transport

2020 ◽  
pp. 150-155
Author(s):  
Yu. O. Poltavskaya
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Structural Equation

scholarly journals Perceptions Passengers on Service Quality: Public Transport in Kuala Lumpur

2018 ◽  
Vol 7 (2.29) ◽  
pp. 865
Author(s):  
Hamza Imhimmed Mohamed Irtema ◽  
Amiruddin Ismail ◽  
Muhamad Nazri Borhan ◽  
Hassan. M Abdelsalam ◽  
Abdurauf. B.Z Alshetwi ◽  
...  
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Structural Equation ◽  
Measurement Model ◽  
Kuala Lumpur ◽  
Railway Stations ◽  
Transportation Services ◽  
Equation Modelling

The quality of service is a measurement of the level of service provided against the expectations of customers. This research examines the behaviour of passengers using public transport with respect to the service quality of public transit. A questionnaire was answered by 412 passengers at one of the main railway stations, Kuala Lumpur Sentral. Empirical data were extracted based on the information collected from the survey. Structural equation modelling was used to examine the measurement model. The findings of the study reveal that public transport passengers are significantly influenced by service attributes, for example, vehicle safety, cleanliness of the facility, and management of complaints. These findings identify the important service attributes that public transportation services in Kuala Lumpur need to prioritise. This study will help ascertain whether service quality meets or exceeds the expectations of the passengers. 

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

The effect of employee ability, hospital’s ethic and leadership on job satisfaction through employee commitment

2018 ◽  
Vol 37 (1) ◽  
pp. 40-52 ◽  
Author(s):  
Ria Mardiana Yusuf
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Indirect Effect ◽  
Structural Equation ◽  
Health Care Services ◽  
Employee Commitment ◽  
Type A ◽  
Survey Instrument ◽  
Content Type

Purpose The purpose of this paper is to confirm the direct and indirect effect of employee ability, perceived ethic, and leadership and leadership to service quality through employee commitment. Design/methodology/approach A survey instrument is using to collect the data and to measure the effect of employee ability, perceived ethic, and leadership directly to the quality of inpatient health care services was developed. This study also used the self-perception, leadership evaluation and customer evaluation questionnaires. The effects among variables were also analysed by using the structural equation modelling method. Findings The results of the analysis show that the survey instrument was reliable and valid; the implementation of hospital ethic was more emphasised on the nurses (as a front liners); the study proved that there is a direct and indirect effect among variables of employee ability, hospital’s ethic, and leadership to the service quality through the employee commitment; the direct effect of employee commitment variables against the service quality was significantly negative. Research limitations/implications Analyses are developed within the context of a government single hospital of Type A. According to the time sequence of study, this field of study research considered for purpose only (one time study), and was not conducted for experimental study. Originality/value This paper’s main contribution is to propose and empirically test a set of constructs that complement the effect of employee ability, hospital’s perceived ethic, leadership on the service quality of inpatient health care through the employee commitment direct and indirectly in the Type A hospital.

Prioritising SERVQUAL Dimensions to Improve Trade Show Performance

2021 ◽  
Author(s):  
Dheeraj P. Sharma ◽  
Shivendra K. Pandey ◽  
Ashish K. Gupta ◽  
Rajat Sharma
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Relative Importance ◽  
Ongoing Debate ◽  
Trade Show ◽  
Equation Modelling ◽  
Trade Shows

The purpose of this paper is to examine the suitability of SERVQUAL for trade shows. Theobjective is to identify the significant SERVQUAL dimensions and their relative importance toincrease the purchase intention of visitors to a trade show. The study uses a survey of 400visitors to a big trade fair. Structural equation modelling was used to determine the relativeimportance of the dimensions. Results suggest that SERVQUAL is well suited for assessing theservice quality of trade shows. The tangibility and assurance are the two most significant factorsinfluencing the purchase intention of trade show visitors. Exhibitors should enhance tangibilityin trade shows by methods such as display of product or product prototypes, brochures, andscreens. Further, they should increase assurance by displaying medals and awards won, qualitycertifications achieved, testimonials of past satisfied consumers, and experienced salespeople atthe trade show counters. Trade show organisers should attract big brands for the exhibition toenhance assurance. The present study contributes to the ongoing debate on the relevance ofSERVQUAL in the trade show context. The study demonstrates that SERVQUAL is a decentmeasure to study service quality in trade shows even though the majority literature claimsotherwise. Further, the present research prioritises the SERVQUAL dimensions, helpingmanagers to design customer-oriented sales strategies.

Influence of Information and Service Quality on Users' Continuous Use of Mobile Libraries in China

2020 ◽  
Vol 22 (1) ◽  
pp. 57-71
Author(s):  
Pinghao Ye ◽  
Liqiong Liu ◽  
Linxia Gao ◽  
Quanjun Mei
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Perceived Usability ◽  
Continuous Use ◽  
The Impact ◽  
Positive Impacts

This research mainly aims to explore the factors that influence users' continuous use of mobile libraries. The findings of this study will provide empirical evidence to help improve the service and information quality of mobile libraries. Moreover, suggestions for optimization are provided with the objective of meeting user demands at its maximum. A theoretical model is constructed to reveal the impact of 11 influencing factors on users' continuous use of mobile libraries. Structural equation modeling is adopted to verify the theoretical model and research hypothesis based on the valid data obtained from a questionnaire survey. The study found that personalized services and information availability have positive impacts on the service quality of mobile libraries. Moreover, perceived mobility and information quality have positive impacts on the perceived usability of mobile libraries. Finally, perceived usability, service quality, and platform stability have significantly positive impacts on the willingness of users to continue usage of mobile libraries.

scholarly journals KUALITAS LAYANAN WISATA MEDIS YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS WISATAWAN MANCANEGARA DI BALI

2019 ◽  
pp. 348
Author(s):  
Yudha Eka Nugraha ◽  
Syamsul Alam Paturusi ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Sampling Technique ◽  
Equation Model ◽  
Medical Services ◽  
Tourist Satisfaction ◽  
Medical Clinics ◽  
Main Variable

Medical Tourism is a potential sector to develop in Bali. Medical clinics offer various medical services treatment to attract tourists. The clinics must have an excellent quality of standard services to get customers satisfaction. The aim of this study is to analyze the influence of the medical services quality on tourist satisfaction and tourist loyalty in Radiance Clinic Bali. They were about 200 respondents and selected using accidental sampling technique. The analysis uses Structural Equation Model (SEM), calculated with AMOS program. The result of research examines that service quality is a main variable with significance effects on the satisfaction and loyalty of tourists’ customers in Bali. Results of the research indicated that there is direct effect between service quality to satisfaction and satisfaction to loyalty. On the other hand, indirect effect happens between service quality to loyalty. Keywords: Service Quality, Tourist Satisfaction, Tourist Loyalty

scholarly journals Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

2020 ◽  
Vol 32 (3) ◽  
pp. 423-435 ◽  
Author(s):  
Ahmad Nazrul Hakimi Ibrahim ◽  
Muhamad Nazri Borhan ◽  
Nur Izzi Md. Yusoff ◽  
Amiruddin Ismail
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Information Quality ◽  
Service Providers ◽  
Delphi Approach ◽  
Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

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