scholarly journals Factors Influencing Passenger Satisfaction toward Waterway Transportation

2019 ◽  
pp. 1-8
Author(s):  
Mahamudul Hasan ◽  
Kabita Karmaker
Keyword(s):  
Customer Satisfaction ◽  
Time Management ◽  
Positive Word ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Passenger Satisfaction ◽  
Transportation Service ◽  
Repeat Visit ◽  
Management Staff ◽  
And Behavior

The study has been conducted to investigate the factors affecting customer satisfaction toward inland waterway transportation service in Bangladesh. The study has revealed that cost and management, staff attitude and behavior, safety and security, comfort and hygiene, availability of service and food & decoration has significant effect on overall satisfaction. Moreover, Time management has no significant effect on customer satisfaction. The result also shows that overall satisfaction has positive relationship with repeat visit intention and positive word to mouth advertisements.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

scholarly journals Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach’s Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer’s satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer’s satisfaction on service quality. The analysis results show that there is no difference between customer’s satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

scholarly journals Pengaruh Citra Merek Terhadap Kepuasan Pelanggan dan Implikasinya pada Positive Word Of Mouth Penumpang MRT Jakarta

Prologia ◽  
2020 ◽  
Vol 4 (2) ◽  
pp. 368
Author(s):  
Meiliana Meiliana ◽  
Rezi Erdiansyah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Corporate Identity ◽  
Equation Modeling ◽  
Positive Word ◽  
Passenger Satisfaction ◽  
Positive Word Of Mouth

The purpose of this study was to determine the effect of brand image on positive word of mouth through Jakarta MRT passenger satisfaction. The research sample used as many as 125 respondents came from passengers aged 20 years over and had used the Jakarta MRT services. Questionnaires were distributed and filled out directly by respondents and by Google forms. Data analysis using SPSS (Statistical Package For The Social Sciences) version 23 software and SEM (Structural Equation Modeling) with Lisrel application version 8.80. The results showed brand image and customer satisfaction had a significant influence on positive word of mouth MRT Jakarta passengers. However, customer satisfaction is most influential on positive word of mouth, then followed by brand image. In sequence the most dominant dimensions that shape brand image are value, corporate identity, reputation and personality. Furthermore, sequentially the most dominant dimensions that shape customer satisfaction are service quality, product quality, price and comfort. And in sequence the most dominant dimensions that make up positive word of mouth are information, invitations, recommendations and positive stories. Thus, to create positive word of mouth, efforts should be made to increase customer satisfaction.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh citra merek terhadap positive word of mouth melalui kepuasan penumpang MRT Jakarta. Sampel penelitian yang digunakan sebanyak 125 responden berasal dari penumpang yang berumur 20 tahun ke atas dan pernah menggunakan jasa layanan MRT Jakarta. Kuesioner disebarkan melalui penyebaran angket dan diisi langsung oleh responden serta google forms. Analisis data menggunakan SEM (Structural Equation Modeling) dengan aplikasi Lisrel versi 8.80. Hasil penelitian menunjukkan citra merek dan kepuasan pelanggan memberikan pengaruh signifikan terhadap positive word of mouth penumpang MRT Jakarta. Namun demikian, kepuasan pelanggan paling berpengaruh terhadap positive word of mouth, lalu diikuti dengan citra merek. Secara berurutan dimensi paling dominan yang membentuk citra merek adalah nilai, identitas perusahaan, reputasi dan kepribadian. Selanjutnya, secara berurutan dimensi paling dominan yang membentuk kepuasan pelanggan adalah kualitas pelayanan, kualitas produk, harga dan kenyamanan. Dan secara berurutan dimensi paling dominan yang membentuk positive word of mouth adalah informasi, ajakan, rekomendasi dan cerita positif. Dengan demikian, untuk menciptakan positive word of mouth perlu dilakukan  upaya meningkatkan kepuasan pelanggan. 

scholarly journals Factors Affecting Customer Satisfaction with the Bus Service Quality of Phan Thiet Automobile Transport Cooperative

2021 ◽  
Vol 8 (10) ◽  
pp. 213-217
Author(s):  
Luong My Linh ◽  
Nguyen Quoc Nghi ◽  
Dinh Hoang Anh Tuan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Research Data ◽  
Cooperative Research ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Bus Service ◽  
Bus Services

This study aims to determine the factors influencing customer satisfaction with the bus service quality of Phan Thiet Automobile Transport Cooperative. Research data are collected from 290 customers who regularly use bus services of Phan Thiet Automobile Transport Cooperative. Applying the exploratory factor analysis and multivariate linear regression, the research results indicate factors positively affecting customer satisfaction with bus service quality are trust, assurance, empathy, traffic culture, perceived value, quality of the station, and tangible facilities. In which, the perceived value puts the most impact on customer satisfaction with the bus service quality of Phan Thiet Automobile Transport Cooperative. Keywords: satisfaction, bus service, customer.

scholarly journals Analysis of Perceived Factors Affecting Tourist Satisfaction in Mountain Tourism: A Study in Mount Papandayan, Indonesia

2020 ◽  
pp. 141
Author(s):  
Afina Putri Vindiana ◽  
Santi Novani ◽  
Lidia Mayangsari ◽  
Dini Turipanam Alamanda
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Model Fit ◽  
General Context ◽  
Tourist Destination ◽  
Factors Affecting ◽  
Tourist Satisfaction ◽  
Factors Influencing ◽  
Confirmatory Factor ◽  
Management Staff

Although the mountain is a popular tourist destination, research regarding mountain tourism is still limited. Over the years, researches on tourist satisfaction covered a more general context of tourism, without specifically analyzing mountain tourism. Therefore, this research aims to investigates factors influencing tourists’ satisfaction on mountain tourism, with Mount Papandayan, Garut Regency, West Java, Indonesia, as a case. Eleven variables regarding tourist satisfaction were derived from several interviews with Mount Papandayan’s management staff and 30 tourists that were hiking and camping on Mount Papandayan. A sample of 100 respondents, who were the Mount Papandayan’s tourists that had been hiking and camping, completed questionnaires. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) was used to analyze the data. The results show that there are three factors that affect tourist’s satisfaction in mountain tourism, which are ‘infrastructure and facilities’, ‘natural resources’, and ‘mountain area’s atmosphere’, while CFA validated the model fit. The results also indicated a significant relationship between the three factors. This research provides an opportunity for broader research opportunities in mountain tourism, especially in tropical countries. Keywords : mountain tourism, satisfaction, EFA, CFA

A Study on Consumer Perceptions & Expectations for Tata Nano

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Pooshan Upadhyay ◽  
Keertiman Sharma
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Fuel Efficiency ◽  
Consumer Perceptions ◽  
Primary Data ◽  
Factors Affecting ◽  
Factors Influencing ◽  
And Performance ◽  
Major Factors

The paper presents the primary data of 150 respondents across Lucknow region. To explore the customers' <italic>perception</italic> of Nano, analysis has been done on various variables like price, style, attributes, availability, and the factors affecting the Indian customers are highlighted. A study of the performance of the retailers has also been done for fastest sales conversion .It was found that the three major factors influencing the decision of purchasing the car are price, fuel efficiency and performance of the car. The study also revealed that the majority of the respondents’ like the car because of their style and effective price and 70 percent Nano customers already had a car. It was also found that these perceptions are reflected in the performance of the company, too. With the increasing competition amongst automobile companies, the findings can act as a strategic tool to achieve competitive advantage and customer satisfaction.

scholarly journals ICU nurses’ knowledge, attitude and behavior about ICU acquired weakness

2020 ◽  
Vol 10 (5) ◽  
pp. 71
Author(s):  
Mingming Li ◽  
Yanbin Pan
Keyword(s):  
Current Knowledge ◽  
Education Level ◽  
Attitude Score ◽  
Previous Exposure ◽  
Cross Sectional Survey ◽  
Factors Affecting ◽  
Factors Influencing ◽  
And Behavior ◽  
Icu Acquired Weakness ◽  
Nurses Knowledge

Background and objective: Intensive care unit (ICU) acquired weakness (ICU-AW) is muscle weakness caused by neuromuscular dysfunction, which can cause muscle mass and muscle strength decline, and is one of the common complications of ICU. ICU-AW can affect patients' daily activities and long-term quality of life. We sought to understand the current knowledge, attitude and behavior of ICU nurses relative to ICU-AW, and analyze the factors influencing the knowledge, attitude and behavior.Methods: Design: A cross-sectional survey. A survey was conducted of 236 ICU nurses using a self-designed questionnaire.Results: The knowledge, attitude and behavior scores of ICU nurses were 17.05 ± 6.003, 17.47 ± 5.538 and 19.84 ± 5.100, respectively. Multivariate analysis showed that education level, previous exposure to ICU-AW and ICU-AW-related knowledge were the three factors affecting ICU nurses' knowledge of ICU-AW. Education level and previous exposure to ICU-AW were the two factors affecting attitude. Education level and ICU-AW-related knowledge were the factors influencing nurses’ behavior (p < .05).Conclusions: ICU nurses have a lower knowledge and attitude score on ICU-AW and a higher score on ICU-AW intervention practice. Relevance to clinical practice: ICU nurses need to acquire more theoretical knowledge and deepen their understanding of ICU-AW, so as to prevent the incidence of ICU-AW.

scholarly journals E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION

2021 ◽  
Vol 2 ◽  
pp. 131-135
Author(s):  
Tereze Peksa ◽  
Jānis Pekša
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Technological Development ◽  
Business Growth ◽  
Daily Lives ◽  
Customer Expectations ◽  
Factors Influencing ◽  
And Behavior ◽  
A Company ◽  
Loyal Customers

With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.

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