scholarly journals Passengers Perception of Service Providers at Railway Platforms in India: A Comparative Analysis

2020 ◽  
Vol 8 (4S) ◽  
pp. 79-86
Keyword(s):  
Drinking Water ◽  
Comparative Analysis ◽  
Standard Deviation ◽  
Gap Analysis ◽  
Service Providers ◽  
Personal Hygiene ◽  
Survey Method ◽  
Satisfaction Level ◽  
North Central ◽  
Level Satisfaction

The study is an attempt to measure satisfaction level of passengers for different platform-based amenities and service providers at railway platforms in India. The study is conducted at Allahabad Junction Railway Station, one of the busiest station in North Central Railway (NCR) Zone of Indian Railways. Study tried to compare the performance of service providers based on whether private vendor and railway operated ones. For the purpose a total of 23 amenities in five categories have been selected for the study.Diagnostic research adopting observation and survey method using questionnaire technique was used. Mean and standard deviation has been calculated to measure the level of performance of various service providers while gap analysis is used to compare their relative performance. Overall it is concluded that Book stalls, drinking water and other facilities like reservation display boards and so on provide maximum satisfaction, while, personal hygiene has least satisfaction level. Satisfaction level is high for services provided private operators as compared to those provided by Indian Railways.

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF TELECOM SERVICE PROVIDERS IN HARYANA

2021 ◽  
Vol 9 (1) ◽  
pp. 709-719
Author(s):  
RAMESH C. HOODA, DR. VIKAS TYAGI
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes  namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’,  ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

An analysis of satisfaction level of 3PL service users with the help of ACSI

2018 ◽  
Vol 25 (1) ◽  
pp. 24-46 ◽  
Author(s):  
Sadia Samar Ali ◽  
Rajbir Kaur
Keyword(s):  
Business Performance ◽  
Service Providers ◽  
Third Party ◽  
Primary Data ◽  
Survey Method ◽  
Final Decision ◽  
Service Users ◽  
Satisfaction Level ◽  
Content Type ◽  
Capital Region

Purpose The purpose of this paper is to evaluate the satisfaction level of customers using third party logistics (3PL) services in the Indian capital region and its surrounding areas. The American Customer Satisfaction Index (ACSI) model is used as a framework to identify the major drivers of satisfaction and areas requiring immediate attention for provision of better services. Design/methodology/approach Present study includes an exhaustive review of literature for the identification of enablers for this model. Through iterative and structured discussions, variables related to process, service information and user’s expectations are identified, which are subsequently grouped into four dimensions. A survey method is used to get the primary data for this research from 3PL service users’ organizations in the Delhi and adjoining capital region. ACSI is used to prioritize the most preferred driver of satisfaction. Findings Enablers related to process involving order processing, order picking, order fulfillment and final decision making stand out as the winners and also other critical areas have been identified. Practical implications There is a gap between the services obtained and services expected and information-related complications which lead to unsatisfied customers. The 3PL service providers need to focus on these areas for better business performance and healthy and long-lasting business relationships. Originality/value The paper is an attempt to implement a satisfaction model for the 3PL sector from user’s perspective.

Comparative Analysis of Customer Satisfaction of Telecom Service Providers in Haryana

2021 ◽  
Vol 36 (2) ◽  
pp. 132-139
Author(s):  
Ramesh C. Hooda ◽  
Dr. Vikas Tyagi
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’, ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

KINERJA PROSES PELELANGAN IKAN DI PASAR ARUMBAI KOTA AMBON

2017 ◽  
Vol 1 (2) ◽  
pp. 58-66
Author(s):  
Frendly Matulessy ◽  
Dionisius Bawole
Keyword(s):  
Performance Analysis ◽  
Gap Analysis ◽  
Primary Data ◽  
Satisfaction Level ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Value For Money ◽  
Qualitative Descriptive ◽  
Market Needs ◽  
Descriptive Method

This study aims to measure the performance of fish auction process in Arumbai Market in Ambon. Primary data were collected from 43 respondents through observation and direct interview based on questionnaire. Data was analysed by qualitative descriptive method, importance performance analysis method (IPA) and gap analysis, and value for money method. The results show that: 1). There are three auction process activities namely pre auction, auction, and post auction; 2). Fisherman's satisfaction level is 67% and merchant satisfaction is 81%; and 3). The auction performance of the economic aspect is less economical, with the final value of 83%, while the fish auction performance from the efficiency aspect is less efficient with the value of 76%. For that, it needs additional officers to manage fish auction place (TPI) in Arumbai Market. In addition, the fish auction facilities (TPI) in Arumbai Market needs to be improved.

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

Healthcare Cost and Patient Satisfaction: A Comparative Analysis Between Public and Private Hospitals in Bangladesh

2021 ◽  
Author(s):  
Farhana Begum ◽  
Jamaliah Said ◽  
Syed Zabid Hossain ◽  
Mohammad Jahid Hasan ◽  
Normah Binti
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Comparative Analysis ◽  
Healthcare Cost ◽  
Health Care Facilities ◽  
Public Hospitals ◽  
Satisfaction Level ◽  
Private Hospitals ◽  
Public And Private ◽  
Female Ratio

Abstract Background and objective: Patient satisfaction and its relation with healthcare cost in Bangladesh remains unknown. The objective of the study was to perform a comparative analysis of satisfaction of patients in relation with healthcare cost in public and private healthcare settings in Bangladesh.Methods: This cross-sectional study was conducted at two public and two private hospitals in Dhaka city, Bangladesh. A total of 1120 respondents were included by purposive sampling. Data collection was performed with a semi-structured questionnaire. The level of satisfaction was assessed by a 5-point Likert scale. Expenditure details during hospital stay were also recorded. Informed consent was obtained, and study procedures were conducted according to the Declaration of Helsinki. SPSS 23 was used for statical test. Results: The mean age of the respondents was 50.10±21.13 (SD) years, with a male-female ratio of 1.14:1. The majority were from urban areas. The average health-care cost of patients in both the conservative and operative groups was statistically significantly higher in private hospitals than in public hospitals (p<0.001). The overall satisfaction level was higher among the patients who received care from private settings than the public (p<0.001). However, taking health care in private hospitals rather than public hospitals was independently associated with patient satisfaction when adjusted for other factors (age, sex, economic status, treatment type, duration of hospital stays, treatment outcome, and total expense).Conclusion: Despite higher expenses, the overall satisfaction level was significantly better in private health-care facilities. These findings need to be explored in further large multicenter studies.

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