The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry

2013 ◽  
pp. 110-128
Author(s):  
Yudi Fernando ◽  
Norizan Mat Saad ◽  
Mahmod Sabri Haron ◽  
Suhaiza Zailani
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Airline Industry ◽  
Internal Marketing ◽  
Extensive Literature ◽  
Safety Research ◽  
Internal Service Quality ◽  
Supplier Relations ◽  
Insight Into

This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian industrial phenomenon, especially in maintaining the service consistency and competitiveness. This model is needed for developing airline service and safety. Research in airline business is critical, as the quality of the airline service is declining in contrast with this industry’s growth. This paper provides insight into two important suppliers needed for the success of the airline industry.

The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry

2011 ◽  
Vol 2 (1) ◽  
pp. 17-34 ◽  
Author(s):  
Yudi Fernando ◽  
Norizan Mat Saad ◽  
Mahmod Sabri Haron ◽  
Suhaiza Zailani
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Airline Industry ◽  
Internal Marketing ◽  
Extensive Literature ◽  
Extensive Literature Review ◽  
Safety Research ◽  
Internal Service Quality ◽  
Insight Into

This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian industrial phenomenon, especially in maintaining the service consistency and competitiveness. This model is needed for developing airline service and safety. Research in airline business is critical, as the quality of the airline service is declining in contrast with this industry’s growth. This paper provides insight into two important suppliers needed for the success of the airline industry.

Study on the effect of internal marketing on service quality: Systematic Literature Review

2021 ◽  
Vol 1 (2) ◽  
pp. 68-88
Author(s):  
Ibrahim Sameer
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Positive Impact ◽  
Reward System ◽  
Marketing Mix ◽  
Internal Marketing ◽  
Competitive Edge ◽  
Practical Implications

The purpose of this paper is to synthesize the fragmented literature on effect of internal marketing on service quality, thereby broadening the literature breath and making gap identification comprehensive. Additionally, the paper also provides more insight of the concept of internal marketing, identifying aspects of it which has the most significant impact on service quality. The methodology of the research is based on systematic literature review which enabled to collect the relevant data pool to the research through PRISMA approach using existing literature. Main findings of the data revealed that internal marketing possesses a positive impact by 76% on service quality, where most significant factor contributing a positive impact being motivation and reward system. Furthermore, the marketing mix elements of internal marketing is also shown to enhance the quality of service. The research results also identified limitations revealing the gaps in the existing literature in terms of the topic. These gaps are recommended areas which can be further explored to enrich the academia. Moreover, the practical implications of the paper can benefit the world of business to embrace the concept of internal marketing to enhance the competitive edge through employees, a major asset of organizations.

SERVQUAL-Based Evaluation of Service Quality in Turkish Health Industry With Fuzzy Logic

2021 ◽  
pp. 213-233
Author(s):  
Hasan Dinçer ◽  
Serhat Yüksel ◽  
Yaşar Gökalp ◽  
Serkan Eti
Keyword(s):  
Fuzzy Logic ◽  
Literature Review ◽  
Service Quality ◽  
Health Sector ◽  
Working Hours ◽  
Positive Contribution ◽  
Extended Time ◽  
Fuzzy Dematel ◽  
Turkish People

The aim of this study is to analyze the service quality in the Turkish health sector. In this context, a literature review is conducted, and 16 different criteria based on SERVQUAL are determined. Fuzzy DEMATEL method is used to determine which of these criteria are more important. The findings indicate that operating hours and quality of equipment have the highest weights. In addition to these items, experience of personnel and individual attention to patient are other important factors with respect to the service quality in Turkish health industry. Hence, it is strongly recommended that hospitals in Turkey should operate in an extended time because Turkish people prefer to go to the hospitals after working hours. It is also obvious that Turkish hospitals should make investment to quality equipment. Finally, it is a good idea for new hospitals to have qualified employee. This situation has a positive contribution to the service quality of these hospitals.

scholarly journals Identification of Key Component of E-marketplace to Enhance Service Quality in the Market

2020 ◽  
Vol 8 (5) ◽  
pp. 4087-4092
Keyword(s):  
Quality Of Service ◽  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Data Extraction ◽  
Improve Quality ◽  
Exclusion Criteria ◽  
Online Chat ◽  
Search String

Business began with a physical store, which is the place for customer and seller in doing the product transaction. In this era, e-marketplace is proliferating to collect various tenants with various products to join in one same company to give the best service for customers, but every company must strategically compete with each other to survive in the market. The purpose of this study is to find the key components in e-marketplace to enhance service quality in the market, so businesses in this field can focus to develop the services based on the identified components. This study uses systematic literature review to collect all data from various databases; derived from keywords search, search string, inclusion and exclusion criteria, and data extraction. Thirty-eight selected studies that have been identified from data extraction will be evaluated further in this research by mapping them into demographic in trends. Based on the analysis, this research discovers six key components in e-marketplace which are Buyer, Partner, Infrastructure, Content, Online Chat, and Product Prices that can improve quality of service in the market.

scholarly journals The Preliminary Study

2019 ◽  
Vol 4 (2) ◽  
pp. 82-84
Author(s):  
Suziana Suziana
Keyword(s):  
Service Quality ◽  
Pearson Correlation ◽  
Internal Marketing ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Validity Test ◽  
Cronbach's Alpha ◽  
Internal Service Quality ◽  
Preliminary Study ◽  
Is Value

The preliminary study is a research analyze to test questionnaire items, where it called validity and reliability tests. The research discussed  about relationship between Internal Marketing (IM) and Internal Service Quality in Padang Restaurants.  The number of samples used of 30 respondents. The number of questionnaire are 47 items and 5 variables. Data was analyze with using SPSS. The measure of validity test is value of Pearson Correlation and reliability test is used value of Cronbach's  alpha. The results of the stud.y  is the all items of questionnaire are valid and variables are reliable, It means the research would be continue to the actual study.

Soft Computing in the Quality of Services Evaluation

2014 ◽  
pp. 76-87
Author(s):  
María T. Lamata ◽  
Daymi Morales Vega
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Soft Computing ◽  
Service Provider ◽  
Service Providers ◽  
Quality Criteria ◽  
Quality Of Services ◽  
Quality Models ◽  
Services Evaluation

The evaluation of the Quality of Services (QoS) has been a topic of particular interest to many authors. In the literature, many works have been developed where different models are proposed to assess the QoS in different environments. These models evaluate the QoS from a set of criteria, which may vary from one environment to another, and thus they do not always have the same importance. Considering this, there have been many studies proposing techniques to evaluate the performance of the quality criteria. Techniques have also been developed to obtain the ranking of a given service provider. The purpose of this chapter is to make a literature review of service quality models, methods for determining the weights of the criteria, and the methods used to conduct an overall assessment of service providers.

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