scholarly journals ENHANCING AIRLINE PASSENGERS’ SATISFACTION THROUGH SERVICE QUALITY: THE IMPORTANCE OF THE “HUMAN FACTOR”

2017 ◽  
Vol 8 (2) ◽  
pp. 54-69
Author(s):  
Maria Salamoura ◽  
Ioannis Chaniotakis ◽  
Constantine Lymperopoulos
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Field Research ◽  
Flight Attendants ◽  
Industry Data ◽  
Equation Modelling ◽  
Airline Passengers ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The aim of this paper is to investigate the effect of service quality dimensions to overall satisfaction in the Greek airline industry. Data were collected through field research among 300 respondents, who have used a specific airline industry recently. Data analysis using structural equation modelling suggests that the performance of in-flight attendants and ground-service personnel are important factors in determining perceptions of service quality and overall satisfaction, together with reliability and satisfactory pricing arrangements. These “human factors” are shown to play a role both directly and indirectly in determining customer satisfaction in the airline context.

scholarly journals Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

2021 ◽  
Vol 5 (2) ◽  
pp. 1-16
Author(s):  
Beatrice Atta Mensah ◽  
Sylvester Achio ◽  
Isaac Ofori Asare
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Likelihood Estimation ◽  
Sampling Technique ◽  
Study Data ◽  
Equation Modelling ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Greater Accra Region

The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.

The trust-commitment challenge in service quality-loyalty relationships

2015 ◽  
Vol 28 (3) ◽  
pp. 253-266 ◽  
Author(s):  
Antonio Carrizo Moreira ◽  
Pedro Miguel Silva
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Content Type ◽  
Private Healthcare ◽  
Equation Modelling ◽  
Service Quality Evaluation ◽  
Good Internal Consistency ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Practical Implications

Purpose – The purpose of this paper is to develop and empirically test a model to examine service quality, satisfaction, trust and commitment as loyalty antecedents in a private healthcare service. Design/methodology/approach – The approach was tested using structural equation modelling, involving 175 patients from a private Portuguese healthcare unit, using a revised Service Quality Assessment Scale (SQAS) scale for service quality evaluation. Findings – The scale used to evaluate service quality is valid and meaningful. Service quality proved to be a multidimensional construct and relevant to build satisfaction. The path satisfaction→trust→loyalty was validated, whereas the path satisfaction→commitment→loyalty was not statistically supported. Research limitations/implications – The revised SQAS scale showed good internal consistency in healthcare context. Further trust-commitment antecedents must be examined in a private healthcare landscape to generalise the findings. Practical implications – Healthcare quality managers must explore the service quality dimensions to generate satisfaction among their patients. Developing trust generates positive patient attitudes and loyalty. Originality/value – This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty.

Perceived overall service quality and customer satisfaction

2018 ◽  
Vol 36 (5) ◽  
pp. 908-930 ◽  
Author(s):  
Sedigheh Moghavvemi ◽  
Su Teng Lee ◽  
Siew Peng Lee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Foreign Bank ◽  
Foreign Banks ◽  
Content Type ◽  
Innovative Products ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks. Design/methodology/approach The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique. Findings Results show that knowledge and staff competencies, as well as convenience of the bank is more significant for local bank customers while bank image and internet banking are important components for foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as compared to local bank customers. Research limitations/implications No analysis is undertaken of any difference in the service quality dimensions between banks of different size. Further research on banking services could usefully test services quality dimensions across banks of different sizes. Practical implications The findings serve as a valuable reference for local banks understand service quality challenges they may face from foreign banks in this competitive industry. Findings suggest that, to provide high-quality services, financial institutions need to heighten customer satisfaction differentiation strategies. Originality/value The outcomes of this study enhance the knowledge on the performance of both local and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers and industry players in improving their services.

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

2015 ◽  
Vol 32 (5) ◽  
pp. 486-502 ◽  
Author(s):  
Faizan Ali ◽  
Bidit Lal Dey ◽  
Raffaele Filieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Convenience Sample ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
International Airlines

Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings – The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications – This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications – The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value – This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

The Impact of Technology based Self Service Banking Service Quality on Customer Loyalty

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Impact Of Technology ◽  
The Impact

The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalization is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focused upon for increasing customer loyalty.

Tourism Service Quality and Destination Loyalty—The Mediating Role of Perceived Value from International Tourists’ Perspectives

2019 ◽  
Vol 16 (2A) ◽  
Author(s):  
Shaker BaniMelhem ◽  
Mohamed Albaity
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Abstract This study is aimed at investigating the direct relationships between service quality dimensions with perceived value and the destination loyalty, in addition to examining the mediating effect of perceived value. Using data from 508 international tourists visiting UAE and applying structural equation modeling we found the following. First, we found a significant and positive relationship between the five dimensions of service quality and perceived value. Second, we found direct, a positive and significant relationship between four service quality dimensions and destination loyalty. In addition, there exists a mediating effect of perceived value on the relationship between all the dimension of service quality and destination loyalty. The relationships of all the service quality dimensions are partially mediated except tangible facilities dimension which is fully mediated by perceived value. The study recommended that destination managers should focus on what make the tourists feel that the value they received is equal or more than what they expected to create positive tourist loyalty behaviour and enhance destination attractiveness. Thus, high level of perceived value service quality provided can be achieved if government and managers fully understand the key importance of providing quality service and continues evaluating and enhancing the quality of service provided. Keywords: destination loyalty, perceived value, service quality dimensions, destination loyalty, tourism sector.

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

2021 ◽  
pp. 036119812110119
Author(s):  
George Christian Linhares Bezerra ◽  
Eliézer Mello de Souza ◽  
Anderson Ribeiro Correia
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Customer Segmentation ◽  
Equation Modeling ◽  
Customer Expectations ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.

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