scholarly journals Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand

2021 ◽  
Vol 13 (10) ◽  
pp. 5517
Author(s):  
Nattiya Wonglakorn ◽  
Vatanavongs Ratanavaraha ◽  
Ampol Karoonsoontawong ◽  
Sajjakaj Jomnonkwao
Keyword(s):  
Service Quality ◽  
Development Strategy ◽  
Research Finding ◽  
Structural Equation ◽  
Important Variable ◽  
Equation Modeling ◽  
Related Factors ◽  
Perceived Service Quality ◽  
System Improvement ◽  
News Services

The research investigates the relationships among indicators related to the loyalty of urban railways passenger in Thailand at three routes, which consisted of BTS Sky train, MRT, and Airport Rail Link. The research instrument was 600 questionnaires, and the purpose was to study the indicators that affected perceived service quality and passenger loyalty by using structural equation modeling. The analysis of influence information that affects passenger loyalty revealed that trust, satisfaction, appreciation, cost of service changing, and relationships have an effect on passenger loyalty, statistically significant at 0.01. The satisfied variable was an important variable that affected passenger loyalty and was directly influenced by trust, appreciation, and perceived service quality. The perceived service quality was measured using 36 indicators and grouped into five complement groups, which were station, news, services, staffs, and vehicle, respectively. The research finding was that the cooperation concern with urban railway service can apply the result to the marketing development strategy to be a sustainable method of standardized service and urban railways system improvement.

scholarly journals Perceived Service Quality Factors Influencing Undergraduate Students’ Satisfaction at Universities in Java and Bali

2020 ◽  
Vol 4 (1) ◽  
pp. 9
Author(s):  
Bonaventura Darryl Angkatirta ◽  
Indra Marhaendra ◽  
Ida Bagus Gede Widana Widiatmaka ◽  
Kevin Pratama ◽  
Tessa Natasha Fitriyanti
Keyword(s):  
Service Quality ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Equation Modeling ◽  
Learning Approach ◽  
Quality Factors ◽  
Perceived Service Quality ◽  
Response Capacity ◽  
Innovative Learning ◽  
Students Satisfaction

The main objective of this research is to study the relationship between tangibility, trustworthiness, response capacity, guarantee, empathy, and innovative learning approach that affect the value of college students’ satisfaction on the islands of Java and Bali. A quantitative study was conducted on students in various universities in Java and Bali, through a survey that was applied to the final sample of 205 students. Data analysis is carried out through structural equation modeling and shows that structures that affect students' satisfaction with the tertiary institutions where they study in the islands of Java and Bali are Guarantee, Tangibility, and Empathy factors.   Keywords: Undergraduate Students, Perceived Service Quality, Students’ Satisfaction, Innovative Learning Approach

Child helplines: how social support and controllability influence service quality and well-being

2017 ◽  
Vol 31 (4/5) ◽  
pp. 385-396 ◽  
Author(s):  
Willemijn van Dolen ◽  
Charles B. Weinberg
Keyword(s):  
Social Support ◽  
Service Quality ◽  
Structural Equation ◽  
Well Being ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
The Social ◽  
The Impact

Purpose The authors investigate how employee social support impacts children’s perceptions of service quality of a child helpline chat service and the chatters’ immediate well-being. Specifically, the purpose of this study is to examine how action-facilitating support, nurturant support and emotional reflections influence the children and to test whether this impact varies depending upon the controllability of the issues discussed. Design/methodology/approach The authors develop hypotheses about the influence of social support and controllability on children’s perceived service quality and well-being. Chat conversations are coded on the social support given by the employee and the controllability of the issue. Questionnaires are collected to measure children’s service quality and well-being. Using structural equation modeling, hypotheses are tested with a sample of 662 children and chat conversations of a child helpline. Findings The study reveals that for children chatting about controllable issues, nurturant support and negative emotional reflections negatively influence the immediate well-being of these children. Positive emotional reflections positively influence immediate well-being. For children chatting about uncontrollable issues, nurturant support and negative emotional responses positively influence the perceived service quality. Originality/value This study contributes to the services marketing literature by broadening the current understanding of the impact of social support on children’s service quality perceptions and well-being, and by showing how this impact is moderated by the level of controllability of the issue discussed.

scholarly journals The impact of consumer knowledge on profitable consumer loyalty through perceived service quality and psychological involvement in non-profit sport clubs

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohsen Behnam ◽  
Do Young Pyun ◽  
Jason P. Doyle ◽  
Vahid Delshab
Keyword(s):  
Knowledge Management ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Consumer Knowledge ◽  
Content Type ◽  
Non Profit ◽  
Perceived Service Quality ◽  
Sport Clubs ◽  
The Impact

PurposeThe purpose of this research was to test the influence of consumer knowledge management on attitudinal and behavioral loyalty through service quality and psychological involvement.Design/methodology/approachThe participants (N = 396) were recruited through a convenience sampling technique from non-profit sport clubs in Iran. Data were analyzed with the Structural Equation Modeling using Mplus 7.4.FindingsThe results revealed that the effects of service quality on psychological involvement were dependent on consumer knowledge management. Furthermore, there were the mediating effects of service quality and psychological involvement in the relationships between the consumer knowledge management and loyalty.Practical implicationsThe research findings provide valuable insights for non-profit sport club managers seeking to better attract and retain their consumers by demonstrating the importance of investing in consumer knowledge management initiatives. Managers should thus integrate knowledge orientation into their marketing and relationship management strategies and apply the strategy into consumer knowledge within club services.Originality/valueThis study empirically highlights the important role of knowledge from, for and about the consumer on perceived service quality and loyalty building among the non-profit consumer base.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

2014 ◽  
Vol 6 (1) ◽  
pp. 23
Author(s):  
Supriyanto Supriyanto ◽  
Mutia Nur Estri ◽  
Agustini Tripena Br.Sb.
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Natural Sciences ◽  
Equation Modeling ◽  
New Employees ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

scholarly journals The Impact of CSR Reputation and Customer Loyalty

2019 ◽  
Vol 8 (4) ◽  
pp. 185-198
Author(s):  
William Suley ◽  
He Yuanqiong
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Planning Process ◽  
Service Industry ◽  
Equation Modeling ◽  
Perceived Service Quality ◽  
Product Service ◽  
The Impact ◽  
Main Banks

Intense competition has in many markets decreased the prospects for differentiation in terms of technology and product/service quality. For this reason, CSR becomes an important attribute that can enhance a company's image. To win customers' loyalty in today's markets, companies have to focus on building and sustaining customer loyalty. Nowadays, organizations looking forward to achieving a sustainable competitive improvement based on focusing on a customer-oriented concept which will lead to customer satisfaction, trust and finally to customer loyalty. In this regard, CSR has become a valuable tool. This research, therefore, aims to investigate the direct effect of CSR on customer loyalty by observing the intervening influence of Perceived service quality and trust. In this research, it is proved CSR aspects namely business practice CSR which is related to primary stakeholders, such as customers and employees, and philanthropic CSR, which is related to secondary stakeholders, such as the community has a positive and significant effect on the customer loyalty. Moreover, perceived service quality and trust also serve as an intervener between CSR and Loyalty. Data collected from account holders of three main banks in Kenya. Structural equation modeling is examined by using PLS software. The findings of this study would help scholars in developing more CSR based loyalty models. These findings can also aid the service industry such as commercial banks in Kenya to better incorporate CSR initiatives in their strategic planning process

Service quality of household toilets in rural settlements of India: an assessment from the users' perspective

2017 ◽  
Vol 7 (4) ◽  
pp. 589-600 ◽  
Author(s):  
Mohammad Rashid ◽  
Debapratim Pandit
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Rural Settlements ◽  
Policy Makers ◽  
Perceived Service Quality ◽  
Ordered Logistic Regression ◽  
Using Data

Abstract User satisfaction with the perceived service quality of household toilets and its attributes is one of the important factors that affect users' attitudes towards toilet use. In this study, the perceived service quality of household toilets is assessed using data on users' satisfaction with individual service quality attributes and overall service quality in Gaya district of Bihar, India. The data collected from 723 households are analyzed using factor analysis and structural equation modeling (SEM). Then, an ordered logistic regression is applied to establish the relationship between the latent parameters and user satisfaction with the overall service quality of toilets. The latent factor, ‘toilet structure’ is found to be more important in users' assessment of the overall satisfaction followed by ‘availability of water’ and ‘toilet maintenance’. The identified latent factors are further analyzed in terms of their variation across socioeconomic groups, which showed that households belonging to socioeconomically marginalized sections of society are dissatisfied with their toilets. The service quality of household toilets constructed using subsidies mostly by the socioeconomically marginalized households is perceived as poor. The study highlights the importance of different dimensions of household toilets which would help policy makers in designing more effective policies on rural sanitation.

scholarly journals Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students

2021 ◽  
Vol 12 ◽  
Author(s):  
María de la Cruz Del Río-Rama ◽  
José Álvarez-García ◽  
Nam Kwon Mun ◽  
Amador Durán-Sánchez
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Perceived Service Quality ◽  
New Students ◽  
Key Variables

The aim of this research is to validate the explanatory model of how the quality of service perceived by students of a higher education center influences their loyalty (retaining and attracting new students) through mediating variables: perceived value, expectations, and satisfaction. The methodology used to validate the measurement scales is exploratory, and confirmatory factor analysis and the structural equation modeling (SEM) technique are applied to analyze the causal relationships proposed in the model. The results show that the key variables to improve student's loyalty to the center are the quality of the service provided and the satisfaction perceived by the students. Both variables are postulated as a major source of competitive advantages. It is also observed that service quality is one of the three key variables to achieve student's satisfaction together with expectations and perceived value. This research and its results allow us to understand the relationship between quality and satisfaction with loyalty and to identify the background variables of satisfaction (perceived service quality, perceived value, and expectations), as well as to obtain evidence of the importance that expectations have within the model for the formation of both perceived quality and satisfaction.

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