Analyzing Service Quality and Satisfaction by Multivariate Analysis of Variance

2021 ◽  
Vol 13 (4) ◽  
pp. 1-17
Author(s):  
An-Wen Lu ◽  
Ya-Hua Chang ◽  
Hsin-Hung Wu
Keyword(s):  
Multivariate Analysis ◽  
Service Quality ◽  
Analysis Of Variance ◽  
Focal Point ◽  
The Internet ◽  
Age Group ◽  
Multivariate Analysis Of Variance ◽  
Taichung City ◽  
Branch Office

Due to the market openness for the competitive tobacco and liquor market, Taiwan Tobacco and Liquor Corporation has to pay attention to service quality and customer satisfaction more than before for its retailers in order to maintain its marketplace and even increase its sales. In this research, a case study at South Branch Office in Taichung City, Taiwan is conducted with the effective sample of size of 178 retailing customers through phone purchase by multivariate analysis of variance. The results show that Item 20 has the lowest satisfaction and is the only item less than the value of 3 in a 5-point Likert scale. A platform for retailers to order goods from the internet should be placed in the highest priority. In addition, the age group of 36-45 years old perceived the lowest satisfaction on Item 16, which should be the focal point. Moreover, the other focal point is that the retailers purchasing tobacco through phone purchase has the second lowest satisfaction on Item 17. The management needs to address these two issues in order to provide better service for its retailers.

Multivariate analysis of variance of designed chromatographic data. A case study involving fermentation of rooibos tea

2017 ◽  
Vol 1489 ◽  
pp. 115-125 ◽  
Author(s):  
Federico Marini ◽  
Dalene de Beer ◽  
Nico A. Walters ◽  
André de Villiers ◽  
Elizabeth Joubert ◽  
...  
Keyword(s):  
Multivariate Analysis ◽  
Analysis Of Variance ◽  
Multivariate Analysis Of Variance ◽  
Chromatographic Data ◽  
Rooibos Tea

PERBANDINGAN TINGKAT KEPUASAN KUALITAS PROSES E-COMMERCE PADA PELANGGAN TRAVELOKA.COM

2018 ◽  
Vol 12 (2) ◽  
pp. 81
Author(s):  
Indri Irma Oktaviani ◽  
Reza Widhar Pahlevi
Keyword(s):  
Multivariate Analysis ◽  
Service Quality ◽  
Analysis Of Variance ◽  
Perceived Control ◽  
Information Quality ◽  
Quality Information ◽  
System Quality ◽  
Multivariate Analysis Of Variance ◽  
Anova Analysis ◽  
Perceived Enjoyment

ABSTRACTThe purpose of this paper is to examine quality satisfaction between transactional and relationalcustomers in process e-commerce on Traveloka.com. Transactional customers are defined as the newcustomers or the customers who may remain with the firm for a short time and may demonstrate defection behavior. Relational customers represent the customers who stay longer with the firm and have a very low probability of defecting. Quality satisfaction in this study is defined as customer satisfaction with system quality, information quality, service quality, perceived control, and perceived enjoyment. Business transactions over the internet or better known by the term e-commerce is not a new phenomenon in the business world. This research is a quantitative research using descriptivestatistical analysis techniques, MANOVA (Multivariate Analysis of Variance), and TWO WAY ANOVA (Analysis of Variance) conducted to test the study hypothesis. The samples include 60 persons who used Traveloka.com and have experienced on it in Indonesia. Result show that relational customers more satisfy with system quality, information quality, dan service quality than transactional customers. Moreover, perceived control and perceived enjoyment strengthen qualitysatisfaction of transactional and relational customers.Keywords : Eletronic Commerce (e-commerce), Quality Satisfaction, Transactional Customers, Relational CustomersABSTRAKPenelitian ini bertujuan untuk mengetahui perbandingan kepuasan kualitasantara pelanggan transaksional dan relasional dalam proses e-commerce pada Traveloka.com. Pelanggan transaksional yaitu pelanggan baru atau pelanggan yang mungkin ingat dengan perusahaan untuk waktu yang singkat dan dapat menunjukkan perilaku untuk beralih dari perusahaan.Pelanggan relasional mewakili pelanggan yang setia dengan perusahaan dan memiliki probabilitas sangat rendah untuk beralih.Kepuasan kualitas dalam penelitian ini didefinisikan sebagai kepuasan pelanggan terhadap kualitas sistem, kualitas informasi, kualitas layanan, kontrol yang dirasakan, dan kesenangan yangdirasakan. Transaksi bisnis melalui internet atau yang lebih dikenal dengan istilah e-commerce bukan menjadi suatu fenomena baru di dunia bisnis. Penelitian ini merupakan penelitian kuantitatif menggunakan teknik analisis statistik deskriptif, MANOVA (Multivariate Analysis of Variance), dan TWO WAY ANOVA (Analysis of Variance) digunakan untuk menguji hipotesis penelitian. Responden dalam penelitian ini sebanyak 60 orang yaitu pelanggan yang mempunyai pengalamanmenggunakan Traveloka.com di seluruh Indonesia.Hasil penelitian ini menunjukkan bahwa pelanggan relasional lebih puas dengan kualitas sistem, kualitas informasi, dan kualitas layanan daripada pelanggan transaksional; kontrol yang dirasakan serta kesenangan yang dirasakan memperkuat kepuasan kualitas pelanggan relasional dan pelanggan transaksional.

scholarly journals Young Chinese in Europe

Tourism ◽  
2020 ◽  
Vol 68 (1) ◽  
pp. 7-20
Author(s):  
Aureli Lojo
Keyword(s):  
Multivariate Analysis ◽  
Analysis Of Variance ◽  
Western Europe ◽  
Full Group ◽  
Multivariate Analysis Of Variance ◽  
Tourist Behavior ◽  
Tourist Experience ◽  
Chinese Tourists ◽  
Survey Questionnaires

Chinese tourism in Europe has tripled over the last decade to reach 6 million tourists in 2018. Understanding tourist behavior allows for improvement of the tourist experience and better management of destinations. To these ends, this study analyzes (1) the motivations, expectations and satisfaction of Chinese tourists and (2) defines the main differences between young Chinese (18-29 years old) and more mature Chinese tourists. Data is extracted from 360 survey questionnaires that were administered to tourists after their trips to Europe. Destination Spain, in Western Europe, is selected as the case study. Mean analysis, one-factor ANOVA and multivariate analysis of variance (MANOVA) have been conducted. The results show that more mature travelers have significant differences in the travel arrangements, motivations, expectations and evaluations of their trips than do younger travelers. Younger tourists chose independent trips, while the more mature ones chose either full group packages or independent trips. The younger have a wider range of motivations and preferences for activities at their destinations. New trends in Chinese tourists visiting Europe are discussed and implications for the destination are explored

Selflessness in Anorexia Nervosa as Reflected in the Rorschach Comprehensive System

2012 ◽  
Vol 33 (1) ◽  
pp. 78-93 ◽  
Author(s):  
Gili Curiel-Levy ◽  
Laura Canetti ◽  
Esti Galili-Weisstub ◽  
Myrna Milun ◽  
Eitan Gur ◽  
...  
Keyword(s):  
Multivariate Analysis ◽  
Anorexia Nervosa ◽  
Analysis Of Variance ◽  
Clinical Observation ◽  
Comparison Group ◽  
Comprehensive System ◽  
Multivariate Analysis Of Variance ◽  
Rorschach Comprehensive System ◽  
Group A

This study examines the expression of selflessness – the tendency to ignore one’s own needs and serve others’ needs – in Rorschach protocols of women suffering from anorexia nervosa. The protocols of 35 women suffering from anorexia nervosa were compared to 30 protocols of a psychiatric comparison group. A multivariate analysis of variance over five variables (AG, PER, PHR, COP, and GHR) was significant: Anorexic patients showed higher characteristics of selflessness compared to the psychiatric comparison group. These findings contribute to the validation of the Rorschach technique and to the clinical observation of selflessness in anorexic patients, and they emphasize specific characteristics in the treatment of anorexia nervosa patients.

A Controlled Study of Sensation Awareness and Verbal Disclosure for Regulation of Arousal and Anxiety

1992 ◽  
Vol 74 (1) ◽  
pp. 307-320 ◽  
Author(s):  
Stephen R. Scholle
Keyword(s):  
Multivariate Analysis ◽  
Analysis Of Variance ◽  
State Anxiety ◽  
Significant Interaction ◽  
Controlled Study ◽  
Multivariate Analysis Of Variance ◽  
Directed Attention ◽  
Self Talk ◽  
Anxiety Levels

Interactions of attention and verbalization were investigated for effects of self-reported arousal and state-anxiety. Levels of verbalization from silence through talking-without-a-listener to disclosure were compared while self-directed attention was manipulated for sensation versus general thoughts and feelings. Following a stimulus, disclosure of sensations was expected to reduce state anxiety and increase energetic arousal significantly more than disclosure of thoughts. Based on a randomly assigned sample of 120 men, a 3 × 2 × 2 multivariate analysis of variance indicated a significant interaction in the predicted directions. A significant interaction was also found for the 3 × 2 interaction for energetic arousal. For state anxiety means were in the predicted direction. Results indicate that verbalization of sensations is more energizing and calming than silence, while for general thought, silence is more energizing and calming than verbalization. The results suggest efficacy in reframing self-talk to quiet awareness and in communicating sensed distinctions as they emerge.

Extended linear hypotheses and simultaneous tests in multivariate analysis of variance

Biometrika ◽  
1974 ◽  
Vol 61 (3) ◽  
pp. 467-477 ◽  
Author(s):  
G. S. MUDHOLKAR ◽  
M. L. DAVIDSON ◽  
P. SUBBAIAH
Keyword(s):  
Multivariate Analysis ◽  
Analysis Of Variance ◽  
Multivariate Analysis Of Variance

Investigation of Variation in Fatigue Life Calculated Using Damage Fraction

1990 ◽  
Vol 35 (2) ◽  
pp. 35-41
Author(s):  
Clifford T. Gunsallus ◽  
Edward Nagy ◽  
Patrick G. Stennett ◽  
William G. Flannelly
Keyword(s):  
Multivariate Analysis ◽  
Fatigue Life ◽  
Analysis Of Variance ◽  
Multivariate Analysis Of Variance ◽  
Curve Reduction

This paper identifies the leading causes for large variations in the calculated fatigue lives of the hypothetical pitch link experiment of the American Helicopter Society, conducted in cooperation with all U.S. manufacturers of military helicopters. Multivariate Analysis of Variance (MANOVA) is used to show that approximately 85 percent of the variations can be attributed to only two of the five analytical steps involved and the interactions between them. These steps are the method of cycle counting and the amount of S/N curve reduction.

Relationship of Curriculum Area and Course Format with Student Ratings of Instruction

1978 ◽  
Vol 15 (4) ◽  
pp. 483-487 ◽  
Author(s):  
Isaac I. Bejar ◽  
Kenneth O. Doyle
Keyword(s):  
Multivariate Analysis ◽  
Analysis Of Variance ◽  
Significant Relationship ◽  
Student Ratings ◽  
Multivariate Analysis Of Variance ◽  
Student Ratings Of Instruction ◽  
Course Format ◽  
Curriculum Area ◽  
Relationship Of

Multivariate analysis of variance revealed a significant relationship between student ratings and curriculum area but not between ratings and course format. The technical and practical ramifications of these findings are discussed.

Bird distributional patterns support biogeographical histories and are associated with bioclimatic units in the Atlantic Forest, Brazil

Zootaxa ◽  
2017 ◽  
Vol 4337 (2) ◽  
pp. 223 ◽  
Author(s):  
CRISTIANO DE SANTANA CARVALHO ◽  
NAYLA FÁBIA FERREIRA DO NASCIMENTO ◽  
HELDER F. P. DE ARAUJO
Keyword(s):  
Multivariate Analysis ◽  
Atlantic Forest ◽  
Analysis Of Variance ◽  
Forest Birds ◽  
Distributional Pattern ◽  
Parsimony Analysis ◽  
Multivariate Analysis Of Variance ◽  
Distributional Patterns ◽  
Parsimony Analysis Of Endemicity

Rivers as barriers to dispersal and past forest refugia are two of the hypotheses proposed to explain the patterns of biodiversity in the Atlantic Forest. It has recently been shown that possible past refugia correspond to bioclimatically different regions, so we tested whether patterns of shared distribution of bird taxa in the Atlantic Forest are 1) limited by the Doce and São Francisco rivers or 2) associated with the bioclimatically different southern and northeastern regions. We catalogued lists of forest birds from 45 locations, 36 in the Atlantic forest and nine in Amazon, and used parsimony analysis of endemicity to identify groups of shared taxa. We also compared differences between these groups by permutational multivariate analysis of variance and identified the species that best supported the resulting groups. The results showed that the distribution of forest birds is divided into two main regions in the Atlantic Forest, the first with more southern localities and the second with northeastern localities. This distributional pattern is not delimited by riverbanks, but it may be associated with bioclimatic units, surrogated by altitude, that maintain current environmental differences between two main regions on Atlantic Forest and may be related to phylogenetic histories of taxa supporting the two groups. 

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