scholarly journals Model analysis of service satisfaction as the modulator between service quality and decision-making behavior in using low-cost airlines

2018 ◽  
Author(s):  
Sumalee Ramanust ◽  
Tikhamporn Punluekdej ◽  
Yaowalak Nakvichien
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Low Cost ◽  
Model Analysis ◽  
Service Satisfaction ◽  
Decision Making Behavior

scholarly journals The Moderating Effect of Technology Acceptance Perspectives on the Formation of e-SQ and Service Satisfaction in Low Cost Carrier Airline

2014 ◽  
Vol 2 (2) ◽  
pp. 41-47 ◽  
Author(s):  
Muhammad Khairi Majid ◽  
Norhani Bakri ◽  
Nur Shazwani Laila Junaidi ◽  
Rahmat Roslan Buang
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Low Cost ◽  
Moderating Effect ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Service Satisfaction ◽  
Perceived Ease Of Use ◽  
Low Cost Carrier ◽  
The Relationship

As there is an increasing demand in public transportation and electronic transaction, the service quality of website determines the success of the service provider. Therefore, electronic service quality (e-SQ) plays an important role for any business involved in online transaction to attract customers. Customer’s assessment of e-SQ is usually based on their actual experiences of interaction with the website. According to previous research, there exists relationship between e-SQ and service satisfaction. The moderating effect of technology acceptance model (TAM) shows positive result. As e-SQ and TAM improve, this will, in turn, improve service satisfaction. However, the relationship between “e-SQ-TAM service satisfactions” has been found to be not consistent in the case of low cost carrier airline in Malaysia. With concern to further understanding of this area, the present study explores dimensions of e-SQ in low cost carrier airline context and their relationship with service satisfaction. Furthermore, the moderating effect of perceived ease-of-use and perceived usefulness (TAM) was explored. This study employed convenience sampling and questionnaire method to gain data; 392 completed questionnaires were gathered from Malaysia Airline Industry (low cost carrier) website users. The result indicated that e-SQ dimensions: customization, site privacy and aesthetic, efficiency, system availability and fulfillment constitute e-SQ for low cost carrier airline. Moreover, the result also illustrates that perceived ease-of-use and perceived usefulness (TAM) positively moderate the relationship between e-SQ and service satisfaction.

scholarly journals Application of the rough set method to the level of customer satisfaction on service quality

SinkrOn ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 251-259
Author(s):  
Fricles Ariwisanto Sianturi ◽  
Petti Indrayati Sijabat ◽  
Amran Sitohang
Keyword(s):  
Data Mining ◽  
Decision Making ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Rough Set ◽  
Random Sampling ◽  
Service System ◽  
Sampling Technique ◽  
Service Satisfaction ◽  
Hotel Service

It is difficult to predict to do a random sampling technique with the consideration that the existing population is very large, so it is not possible to study the existing population. Thus, in the form of a population representative, this research is part of the total customers who stay at Graha Buana Hotel Medan. The decisions taken must consider well based on the data that is held, especially those that are closely related to the hotel service system. The stages of research carried out in research are to conduct interviews by direct questioning to the section related to research, direct observation of events that occur at the research site, analyzing and designing and making applications and testing applications. The Rough Set method is one of the methods above that allows us to make decisions in hotel services because in this method there are formulations or stages of problem mechanics and there is a result (decision) from a possible combination of the above criteria. From the results (decisions) that come from the processed data mining, it can be used as a reference for decision making. The results obtained in this study are finding a rule with the rough set method used to obtain the results of each criterion for service satisfaction results. The results obtained in this study are finding a rule with the rough set method used to obtain the results of each criterion for service satisfaction results.

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

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