scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

The Effects of Exercise Commitment Facilitated by Service Quality of Smartphone Exercise Applications on Continued Exercise Intention

2019 ◽  
Vol 118 (1) ◽  
pp. 14-19
Author(s):  
Boo-Gil Seok ◽  
Hyun-Suk Park
Keyword(s):  
College Students ◽  
Factor Analysis ◽  
Regression Analysis ◽  
Statistical Analysis ◽  
Correlation Analysis ◽  
Service Quality ◽  
Frequency Analysis ◽  
Primary Data ◽  
Exercise Intention

Background/Objectives: The purpose of this study is to examine the effects of exercise commitment facilitated by service quality of smartphone exercise Apps on continued exercise intention and provide primary data for developing and/or improving smartphone exercise Apps. Methods/Statistical analysis: A questionnaire survey was conducted amongst college students who have experiences in using exercise App(s) and regularly exercise. The questionnaire is composed of four parts asking about service quality, exercise commitment, continued exercise intention, which were measured with a 5-point Likert Scale, and demographics. Frequency analysis, factor analysis, correlation analysis, and regression analysis were carried out to analyze the obtained data with PASW 18.0.

Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

2021 ◽  
Author(s):  
Samer Al-Shami
Keyword(s):  
Service Quality ◽  
Mediating Effect ◽  
Intention To Use ◽  
Quality Model ◽  
Monetary Cost ◽  
Health Service Quality ◽  
Continuous Use ◽  
The Relationship ◽  
Positive Effect

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

On the Maturity of Software Maintenance and Other IT Services

2011 ◽  
pp. 51-74
Author(s):  
Frank Niessink
Keyword(s):  
Service Quality ◽  
Software Development ◽  
Software Maintenance ◽  
Two Dimensions ◽  
Point Of View ◽  
Technical Quality ◽  
It Services ◽  
High Quality ◽  
Functional Quality

In this chapter, we examine the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations. We argue that software maintenance can be seen as providing a service, whereas software development is primarily concerned with the development of products. Differences between products and services affect the way in which customers assess their respective quality. In particular, service quality is assessed in two dimensions: the technical quality — what the result of the service is — and the functional quality — how the service is delivered. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn means that to deliver high quality results in software maintenance, both the functional quality and the technical quality dimension are important.

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN, KUALITAS FUNGSIONAL, DAN KUALITAS TEKNIKAL TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA SUZUKI MEDAN JAYA GROUP JL. KATAMSO NO 78 YOGYAKARTA)

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Ulfah Yuliana
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service User ◽  
Technical Quality ◽  
Descriptive Research ◽  
A Value ◽  
Functional Quality ◽  
Research Type

This research aims to determine the effect of service quality , functional quality , and technical quality of the service user customer satisfaction Suzuki motorcycle servicing of Medan Jaya Group Yogyakarta. This research is a quantitative study descriptive research type. There are three independent variables , namely the quality of service, functional quality, and technical quality. While the dependent variable is customer satisfaction. The population in this study is customer of Suzuki Medan Jaya Group service motorcycle Katamso Number 78 Yogyakarta. Sample of 100 respondents using accidental sampling approaches. Based on the analysis of data obtained the following results : There is a simultaneous influence between the variables of service quality, functional quality, and technical quality of the service user customer satisfaction of Suzuki motorcycle servicing Medan Jaya Group Yogyakarta, the significant value of 0.000, with a regression equation Y = 0.148 X1 + 0.576 0.251 X2 + X3. There is a significant effect of the variable quality of service to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 2.359 with a significance value of 0.02. There is a significant effect of the variable functional quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 7.772 with a significance value of 0.000 . There is a significant effect of the variable technical quality to customer satisfaction of Suzuki Motorcycle Medan Jaya Group Yogyakarta services with t value 3.400 with significant value of 0.001 . Great contribution value of 69.4 % while the remaining 30.6 % is influenced by other factors . The results of the analysis using stepwise method showed that the functional quality dimension (X2) has the most dominant effect on customer satisfaction (Y) with a value of 10,017 t and a significant level of 0.000. Key words : quality of service , functional quality , technical quality and customer satisfaction.

scholarly journals Analisis Faktor Penentu Kualiti Pengurusan Zakat: Kajian Terhadap Lembaga Zakat Selangor (Lzs) di Sepang

2018 ◽  
Vol 11 (1) ◽  
pp. 27-44
Author(s):  
Maryam Abd Rashid ◽  
Hairunnizam Wahid ◽  
Sanep Ahmad
Keyword(s):  
Factor Analysis ◽  
Logistic Regression ◽  
Quality Of Service ◽  
Regression Analysis ◽  
Service Quality ◽  
Logistic Regression Analysis ◽  
Factors Affecting ◽  
Five Factors ◽  
Significant Factors

Abstract Service quality is an important element in assessing the ability of institutions to meet its goals. The objective of this paper is to examine the factors that probably affect the quality of service for zakat institution, especially in Sepang using the SERVQUAL model which has five factors; reliability, react, assurance, empathy and tangible. A total of 103 respondents from Muslim entrepreneurs have participated in this study. This study uses several approaches, including exploratory factor analysis (EFA) and logistic regression analysis. Findings indicate that empathy and tangible are significant factors affecting the quality of service LZS in model studied. Several implications have been discussed in this study. Keywords : LZS’s service quality, Muslim entrepreneurs, SERVQUAL Abstrak Kualiti perkhidmatan adalah satu elemen penting dalam menilai keupayaan institusi untuk memenuhi matlamatnya. Objektif kertas ini adalah untuk melihat faktor yang dijangka mempengaruhi kualiti perkhidmatan institusi zakat khususnya di daerah Sepang dengan menggunakan model SERVQUAL yang mempunyai lima faktor iaitu kebolehpercayaan, bertindak balas, jaminan, empati dan kewujudan. Sejumlah 103 responden yang terdiri daripada usahawan muslim telah mengambil bahagian dalam kajian ini.  Kajian ini menggunakan beberapa ujian termasuklah analisis tinjauan faktor (EFA) dan analisis regresi logistik. Dapatan kajian menunjukkan faktor empati dan kewujudan adalah signifikan dan mempengaruhi kualiti perkhidmatan LZS dalam model yang dikaji. Beberapa implikasi kajian turut dibincangkan dalam kajian ini. Kata kunci : kualiti perkhidmatan LZS, usahawan muslim, SERVQUAL

The Role of Technology Level and Logistics Performance on the Relationship Between Logistics Service Quality and Firm Performance

2020 ◽  
pp. 107-135
Author(s):  
Özgür Kayapınar ◽  
Fatma Lorcu
Keyword(s):  
Factor Analysis ◽  
Firm Performance ◽  
Service Quality ◽  
Logistics Service ◽  
Logistic Service ◽  
Logistics Service Quality ◽  
Technology Level ◽  
The Relationship

The main purpose of this study is to examine the relationship between logistics service quality, logistics performance, firm performance, and technology. Survey data, which was collected from 572 industrial consumers operating in Turkey by stratified sampling method, were analyzed and compared by factor analysis and SEM. According to the results of the analysis, the data indicate that the quality of logistic service affects logistic performance and firm performance positively and directly. Also, it is clear from the results that the mediation role of logistic performance and its indirect impact are important in the effect of logistic service quality on firm performance. In the effect of the quality of logistic performance on firm performance, the role of technology in moderation is understood. It is also stated that when the moderation role of technology in the logistic service quality affects firm performance, logistic performance has also the mediation role.

P-TRANSQUAL: a service quality model of public land transport services

2015 ◽  
Vol 32 (6) ◽  
pp. 534-558 ◽  
Author(s):  
I Gede Mahatma Yuda Bakti ◽  
Sik Sumaedi
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Public Transport ◽  
Survey Method ◽  
Public Land ◽  
Quality Model ◽  
Content Type ◽  
Transport Services ◽  
The Stability

Purpose – The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services. Design/methodology/approach – This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’s α analysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested. Findings – A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia. Research limitations/implications – This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures. Practical implications – Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage. Originality/value – This paper has tested a new model of service quality for public transport services, especially paratransit services.

scholarly journals ASSESSING EFFECTS OF BUS SERVICE QUALITY ON PASSENGERS’ TAXI-HIRING BEHAVIOR

Transport ◽  
2018 ◽  
Vol 33 (4) ◽  
pp. 1030-1044 ◽  
Author(s):  
Hong-Wei Wang ◽  
Zhong-Ren Peng ◽  
Qing-Chang Lu ◽  
Daniel (Jian) Sun ◽  
Cong Bai
Keyword(s):  
Service Quality ◽  
Model Development ◽  
Modal Shift ◽  
Factors Affecting ◽  
Nonparametric Models ◽  
Movement Data ◽  
Bus Service ◽  
The Relationship ◽  
The City

Due to low quality of bus service in a congested road network, some bus-waiting travelers would take taxis instead in order to save time or get to their destinations on time. However, the correlation between bus service quality and passengers’ taxi-hiring behavior is essentially unknown. This paper aims to assess the effects of bus service quality on taxi-hiring behavior based on historical data from the Global Position Systems (GPS) equipped buses and taxis in the city of Shenzhen, China. The taxi-hiring behavior is captured by analyzing the taxi-data, such as the origins of passenger pick-up, destinations of passengers drop-off, and taxi paths from the taxi movement data. The quality of bus service is assessed based on the bus location information. Parametric, semiparametric and nonparametric models are developed to explore the effects of bus service quality on taxi-hiring behavior. The results indicate that bus speed, headway and stoppage time are the core factors affecting passengers’ taxi-hiring behavior. Availability of metro, time of the day and bus route directions are the secondary important factors. This study shows that when buses run with relatively low and stable speed, taxi-hiring behavior is sensitive to the slight change of bus speed. More passengers would like to take taxis when bus speed starts to decline, or speed or stoppage time of buses tends to be irregular. However, the effects of bus headway on taxi-hiring behavior are more complicated. A specific turning point (coefficient of variability of mean headway ≈ 0.7) in the relationship between taxi-hiring behavior and bus headway is shown in this paper. Based on data mining and model development, this research presents details on attributes of bus service that drive passengers to switch to taxis and how changes in those attributes encourage modal shift from buses to taxis.

scholarly journals Factors Influencing Information Service Quality of China Hospital: The Case Study of since 2017 of a Hospital Information Platform in China

2020 ◽  
Vol 2020 ◽  
pp. 1-17 ◽  
Author(s):  
Lei Jiao ◽  
HuaPing Xiao ◽  
XiaoZhuo Zhu ◽  
Xu Zhao
Keyword(s):  
Service Quality ◽  
Information Service ◽  
Information Services ◽  
Traffic Data ◽  
Quality Attribute ◽  
Improvement Rate ◽  
Factors Affecting ◽  
Functional Quality ◽  
Comprehensive Evaluations

Background: As a country with the largest number of netizens around the world, China enjoys improving social information services based on the Internet. With such a large quantity of network users, it is inevitable for China’s hospitals at various levels to provide patients and the public with information services by setting up their own official websites. But it is still elusive for the factors affecting the information service quality of China Hospital. Objective: Identifies the factors affecting the information service quality of the case of the Online website of a hospital in China.adding new content to the research fruits in this field. The research can effectively enhance the efficiency of hospital resource utilization, allocating limited resources to most efficient areas and leveling up the information service quality of hospitals to the largest extent. This ultimately improves patient satisfaction. Method: This research investigates the factors affecting the information service quality of the case of a Chinese hospital online website and by means of Delphi method, statistical analysis, and other research methods, formulates the Evaluation Indicator System for the Information Service Quality of the case of the Online website of a hospital in China. The research applies this system to the empirical research on the information service quality of the hospital’s website and then makes a comparative analysis between the research results and traffic data of the websites of other hospitals over the same period. Results: By means of the Bivariate Correlation, the author carried out a correlation analysis of the comprehensive evaluations of the information service of the Online website of a hospital in China and the traffic data of the Online website of a hospital in China, including the total traffic, PV and UV. For details of the analysis results, indicates that the correlation coefficient among the three objects is 1, a significant correlation. It also suggests that the comprehensive evaluations of the information service of A Chinese hospital website and the traffic of A Chinese hospital website are positively correlated. The information service quality of China Hospital website is an important component of the hospital’s overall service quality. This research on the information service quality of China Hospital website covers the website’s service functions, service quality, resources and the front-end and back-end technology systems. Discussion and conclusion: In the case that the China Hospital information service function is still not perfect, perfecting the functions of China Hospital website plays a decisive role in improving the information service quality of the hospital. In addition, it can be inferred that after the information service function of China Hospital website is improved or the evaluation of the functional quality attribute of website information service scores higher, the supporting attribute of website information service will be the next key task for the hospital in enhancing its information service quality is the improvement ratio of Functional quality attribute of website information service and the supporting attribute of website information service tend to be the same., And even the improvement rate of the supporting attribute is sometimes higher than the improvement rate of Functional quality. So The construction of a model of the comprehensive evaluation system on the information service of has pointed out a new direction in China’s research in this field, This model is both of high theoretical value and practical value.

scholarly journals LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL

2010 ◽  
Vol 13 (1) ◽  
pp. 62-72
Author(s):  
Trang Thi Mai Nguyen ◽  
Huong Xuan Thu Tran
Keyword(s):  
Service Quality ◽  
Library Services ◽  
Quality Model ◽  
Library Service ◽  
Functional Quality ◽  
University Of Technology ◽  
National University ◽  
Students Satisfaction ◽  
Caring Service

The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.

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