scholarly journals An Ordered Regression Model to Predict Transit Passengers’ Behavioural Intentions

2016 ◽  
Author(s):  
Carmen Forciniti ◽  
Juan De Oña ◽  
Rocio De Oña ◽  
Laura Eboli ◽  
Gabriella Mazzulla
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Regression Models ◽  
Probit Model ◽  
Service Users ◽  
Quality Factors ◽  
Behavioural Intentions ◽  
Transit Service ◽  
Transit Services

Passengers’ behavioural intentions after experiencing transit services can be viewed as signals that show if a customer continues to utilise a company’s service. Users’ behavioural intentions can depend on a series of aspects that are difficult to measure directly. More recently, transit passengers’ behavioural intentions have been just considered together with the concepts of service quality and customer satisfaction. Due to the characteristics of the ways for evaluating passengers’ behavioural intentions, service quality and customer satisfaction, we retain that this kind of issue could be analysed also by applying ordered regression models. This work aims to propose just an ordered probit model for analysing service quality factors that can influence passengers’ behavioural intentions towards the use of transit services. The case study is the LRT of Seville (Spain), where a survey was conducted in order to collect the opinions of the passengers about the existing transit service, and to have a measure of the aspects that can influence the intentions of the users to continue using the transit service in the future.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3199

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

scholarly journals Peran Minat Memediasi Pengaruh Quality Service Transaksi Digital terhadap Costumer Satisfaction Pengguna Layanan OVO

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Asep Machpudin ◽  
Ade Titi Nifita ◽  
Garry Yuesa Rosyid ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Digital Technology ◽  
Service Users ◽  
Quality Service ◽  
User Interest ◽  
The People ◽  
Digital Transactions

The development of digital technology is increasing every year, various types of digital technology that exist today is a development of technology that has been there before. The presence of the digital age has helped to encourage human interest to transform digitally. The objectives in this study are: (1) Identifying the effect of digital transaction service quality on customer satisfaction of OVO users, (2) Identifying the effect of service quality of digital transactions on interests, (3) Identifying the effect of interest on customer satisfaction of OVO service users. (4) Identifying the role of interest is able to mediate the effect of digital transaction quality service on customer satisfaction of OVO service users. The population of this research is the people of Jambi City while the sample is the people of Jambi City who more than once used OVO services as many as 150 people. The data method uses path analysis. The results of the study note that quality service has a significant influence on OVO service user interest, quality service and interest have a significant influence on customer satisfaction on OVO service users and quality service has a significant influence on customer satisfaction of OVO service users through interest in Jambi City

Motivating Tourism

2015 ◽  
Vol 6 (2) ◽  
pp. 1-15 ◽  
Author(s):  
Neeta Baporikar
Keyword(s):  
Economic Development ◽  
Customer Satisfaction ◽  
Best Practices ◽  
Research Paper ◽  
Core Values ◽  
Personality Characteristics ◽  
Behavioural Intentions ◽  
The Core

Attempts have been made for long to classify tourists by activities, interests and opinions (AIOs), by values and even, typology of the tourist based on personality characteristics. Pearce (1993) observes, tourist motivation is in fact “discretionary, episodic, future oriented, dynamic, socially influenced, and evolving” with “attitudes, behavioural intentions, values, preferences, beliefs, needs, and goals thereby presenting spaghetti of overlapping and interlocking concepts”. This research paper is a case study of how ‘Club Mahindra Holidays' flagship brand of Mahindra Holidays & Resorts India Ltd., (MHRIL) started in 1996, has been successful in motivating tourism in general and in India in particular. It also attempts to understand how tourism is based on motivating theories and draw lessons for evolving successful tourism strategies based on the core values such as Reliability, Trust and Customer Satisfaction. The case study will enable tourism organizations to adopt best practices, strategize well for success and contribute to economic development in this era of globalization.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document