scholarly journals Service Quality and Passengers’ Loyalty of Public Transportation Companies

2021 ◽  
Vol 4 (4) ◽  
pp. 82-98
Author(s):  
Aniebiet E. ◽  
Joseph A.A. ◽  
Edim E.J. ◽  
Rosemary M.
Keyword(s):  
Service Quality ◽  
Travel Time ◽  
Public Transportation ◽  
Positive Influence ◽  
Primary Data ◽  
Road Transportation ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Positive Effects ◽  
Public Road

This study examined service quality and passengers’ loyalty of public transportation companies. It was carried out to determine the effects of passengers’ safety, passengers’ comfort, drivers’ competence, travel time and vehicle cleanliness on passengers’ loyalty of public transportation companies. The study adopted cross-sectional survey research design. Primary data were obtained from 228 passengers of public road transportation companies using an adapted structured questionnaire. Data analysis was done using descriptive statistics while multiple linear regression was adopted to test the hypotheses of the study with the aid of the Statistical Package for the Social Sciences (SPSS 23) software. The findings of the study revealed that passengers’ safety, passengers’ comfort, drivers’ competence and vehicle cleanliness had significant positive effects on passengers’ loyalty of public transportation companies, while travel time had a non-significant effect on passengers’ loyalty in this regard. Therefore, the study concluded that, to a large extent, service quality has a significant positive influence on passengers’ loyalty of public transportation companies. Practical implications and suggestions for further studies were made consequently.

Examination of Internet Banking Customer Perception of Service Quality

2017 ◽  
pp. 253-263 ◽  
Author(s):  
Nilanjan Ray ◽  
Tilak Nath Ghosh ◽  
Krishnendu Sen
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Customer Perception ◽  
Quality Dimensions ◽  
Major Factors ◽  
The Impact

The present study empirically examines the impact of internet banking service quality dimensions on Customer Satisfaction. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test. It was also found that customers are satisfied with IS-QUAL dimensions. Service quality has become as one of the major factors of the client satisfaction.

Expectation and Perception of Internet Banking Service Quality of Select Indian Private and Public Sector Banks

2017 ◽  
pp. 58-68 ◽  
Author(s):  
Nilanjan Ray
Keyword(s):  
Service Quality ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Internet Service ◽  
Research Survey ◽  
Indian Banks

This research paper mainly deals with expectation and perception of service quality of select Indian Banks i.e. SBI and HDFC on the customer satisfaction. The research survey was based on IS-QUAL dimensions (Ray & Ghosh,2014) a diagnostic model developed in 2014, which measures service quality and internet service quality in terms of customer expectations and perceptions of banking services. This present research tends to evaluate the overall idea of expected and perceived services of the two banks. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test.

scholarly journals Commuter Care Management and Sustainability of Road Transport Firms

2021 ◽  
pp. 169-176
Author(s):  
Usoro A. A. ◽  
Dadiowei O. M. ◽  
Etuk I. U. ◽  
Esu B. B. ◽  
Ogbang C. E. ◽  
...  
Keyword(s):  
Sample Size ◽  
Care Management ◽  
Road Transport ◽  
Positive Influence ◽  
Two Dimensions ◽  
Road Transportation ◽  
Cross Sectional Survey ◽  
Statistical Tool ◽  
Cross Sectional ◽  
Structured Questionnaire

To be a going concern, road transportation firms like other organizations have to go beyond the usual goal of just making a profit to always keeping their commuters satisfied with the nature of services rendered to them. This study examined commuter care management and the sustainability of road transport firms in the South-South region, Nigeria. The study sought to investigate two dimensions of commuter care specifically waiting for time and employees’ attitude and the influence of these on commuter referrals and retention respectively. A Cross-sectional survey was carried out where data were collected using a structured questionnaire. A sample size of three was used for the transportation companies while a sample size of 329 was used for the commuters. The simple linear regression statistical tool was used in analyzing the data through the aid of the E-View 19 statistical package. Findings from the study revealed that there exists a significant positive influence of waiting time on commuter referrals and of employee attitude on commuter referrals. It was therefore recommended that management of road transport firms should ensure that commuters do not wait for too long before the take-off time, they should make sure vehicles are serviced, fuelled and take off as at when scheduled; employees should also be constantly trained to ensure their attitude to commuters are appropriate.

scholarly journals Effect of Promotional Mix on the Marketing of Insurance Services

2021 ◽  
Vol 3 (2) ◽  
pp. 125-134
Author(s):  
Joseph A. Anyadighibe ◽  
Aniebiet Etuk ◽  
Edim Eka James ◽  
Rose Stephen
Keyword(s):  
Public Relations ◽  
Direct Marketing ◽  
Personal Selling ◽  
Insurance Companies ◽  
Primary Data ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Positive Effects ◽  
The Social ◽  
Structured Questionnaire

This study was on the effect of promotional mix on the marketing of insurance services. It aimed to examine the effects of advertising, personal selling, public relations, and direct marketing on the marketing of insurance services. A cross-sectional survey research design was adopted. Primary data were obtained from 182 employees of four (4) insurance companies using a structured questionnaire. The hypotheses developed for the study were statistically tested using inferential statistics (multiple linear regression) in the Statistical Package for the Social Sciences (SPSS 23). Consequently, it was found that advertising, personal selling, and direct marketing had significant positive effects on the marketing of insurance services, while public relations had a negative and non-significant effect on the marketing of insurance services. Therefore, the study concluded that the marketing of insurance services could greatly be improved through the implementation of promotional mix strategies such as advertising, personal selling, and direct marketing.

Impact of Internet Service Quality (IS-QUAL) on Client Satisfaction

2016 ◽  
pp. 371-388 ◽  
Author(s):  
Nilanjan Ray
Keyword(s):  
Service Quality ◽  
Client Satisfaction ◽  
Internet Banking ◽  
Primary Data ◽  
Personal Contact ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Internet Service ◽  
Quality Dimensions ◽  
The Impact

The present study empirically observes the impact of internet banking service quality dimensions on Client Satisfaction (CS). This study explores the potential dimensions of Internet Service Quality (IS-QUAL) dimensions and examines its impact on client satisfaction and client behavioral intentions in the banking context in India. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and simple regression analysis. The findings revealed impact of IS-QUAL dimensions are namely Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization on client satisfaction.

scholarly journals Service tangibility on repeat visits in two-five star rated hotels in Nairobi County

2020 ◽  
Vol 9 (5) ◽  
pp. 333-340
Author(s):  
Nancy Kaseki Musembi ◽  
Louise Ngugi ◽  
Methuselah Bichage
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mixed Methods Research ◽  
Quality Attributes ◽  
Tourism Industry ◽  
Primary Data ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
The Impact ◽  
Repeat Visits

This study evaluated the influence of service tangibility on repeat visits in two-five star rated Hotels in Nairobi County. The significance of service quality cannot be overemphasized it is generally accepted that the interplay of service quality, customer satisfaction, and repeat visitation represents an attractive, cost-effective approach to gain a competitive advantage for most companies though the hotel industry is a very important sector in Kenya as it has many contributions to the economy. The tourism industry in Kenya is currently facing slow progress and the hotels are losing a lot of revenue due to poor services. The main objective of the study was to determine the influence of service tangibility on repeat visits in two-five star-rated hotels in Nairobi County. The specific objectives were to examine Quality and Cleanliness, the influence of Good Menu, and the impact of Comfortable Beds on repeat visits in two-five star-rated hotels in Nairobi. Mixed methods research design was applied based on a cross-sectional survey. The target population comprised of customers in 2-5 star rated hotels in Nairobi County. A questionnaire was used to collect primary data and the researcher conducted a pre-test of the research instruments to establish their validity. The study showed that there is a positive effect of quality attributes on customer satisfaction and customers’ repeat visits to hotels. The study concluded that majorly, the individual service quality attributes and the level of customer satisfaction influence repeat visits in star-rated hotels in Nairobi County

scholarly journals How Did Italian Adolescents with Disability and Parents Deal with the COVID-19 Emergency?

2021 ◽  
Vol 18 (4) ◽  
pp. 1687
Author(s):  
Silvia Faccioli ◽  
Francesco Lombardi ◽  
Pierantonio Bellini ◽  
Stefania Costi ◽  
Silvia Sassi ◽  
...  
Keyword(s):  
Assistive Technology ◽  
Healthcare Professionals ◽  
Family Members ◽  
Anxiety Symptoms ◽  
Rehabilitation Services ◽  
Disabled Children ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Positive Effects ◽  
Italian Adolescents

The COVID-19 emergency has imposed distanced education and has interrupted most rehabilitation services. Adolescents with disabilities have been isolated, and the burden on their families has been exacerbated. A cross-sectional survey was administered to adolescents with disability and to parents of disabled children to describe their experience during lockdown and their concerns or expectations about rehabilitation. A sample of 53 adolescents and 239 parents completed the survey. Adolescents were ages 13–18 years old (45.3% female). Most parents were between 35 and 55 years old (84.9% female). While 53.6% of the parents reported no positive effects of the lockdown, 92.5% of the adolescents expressed favorable consequences. The increased time spent with family members was judged positively by 27.2% of parents and by 64.2% of adolescents. Concern for their child’s disability was expressed by 47.3% of parents, while 73.6% of adolescents expressed concerns regarding the ban on meeting friends. In both groups, anxiety symptoms were correlated with the fear of contracting COVID-19 and with financial problems. Parents would have liked even more remote support from school and healthcare professionals, which was available for most participants. Thus, socioeconomic support, assistive technology and telerehabilitation strategies might help families with disabilities during a lockdown.

Entrepreneurial intentions of university students: a case-based study

2017 ◽  
Vol 11 (03) ◽  
pp. 393-413 ◽  
Author(s):  
Ramo Palalić ◽  
Veland Ramadani ◽  
Arnela Ðilović ◽  
Alina Dizdarević ◽  
Vanessa Ratten
Keyword(s):  
University Students ◽  
Quantitative Research ◽  
Business Environment ◽  
Entrepreneurial Intentions ◽  
Primary Data ◽  
Survey Method ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Entrepreneurial Experience

Purpose This study aims to examine the entrepreneurial intentions of university students at the International University of Sarajevo. For this purpose, the entrepreneurial desires and entrepreneurial orientations of the students across several demographic variables were measured. These variables included prior entrepreneurial experience, student’s gender, faculty, year of study and attitude towards more courses on entrepreneurship. Nevertheless, the research also examined how business environment influences the entrepreneurial intentions of students by considering the same set of variables. Design/methodology/approach The objectives of this paper have been achieved by using a quantitative research instrument, where the cross-sectional survey method for collecting primary data is used. In total, 173 usable responses have been collected from the beginning of April to the end of May in the academic year 2015/2016. Findings The results indicate that the greater the demotivation with the current business surrounding, the smaller the entrepreneurial intentions of the students are when the prior entrepreneurial experience, gender, year of study and attitude towards more courses on entrepreneurship are considered. The study suggests that improving the overall business surrounding and entrepreneurial education might increase the entrepreneurial intentions of the students. Originality/value This is the first paper that treats entrepreneurial intentions of University students in Bosnia and Herzegovina.

Medicinal plants’ use among patients with dyslipidemia: an Iranian cross-sectional survey

2018 ◽  
Vol 16 (3) ◽  
Author(s):  
Mohammad Hashem Hashempur ◽  
Seyed Hamdollah Mosavat ◽  
Mojtaba Heydari ◽  
Mesbah Shams
Keyword(s):  
Side Effects ◽  
Medicinal Plants ◽  
Demographic Data ◽  
Zingiber Officinale ◽  
Cross Sectional Study ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Herbal Preparations ◽  
Positive Effects ◽  
High Prevalence

Abstract Background Despite growing demand for medicinal plants, there is little data about their use by patients with dyslipidemia. We aimed to determine the prevalence, pattern, and associated factors for the use of medicinal plants among patients with dyslipidemia. Methods A 17-item semi-structured questionnaire was filled out by 195 patients with dyslipidemia in a cross-sectional study carried out in two academic endocrinology clinics in Shiraz, Iran. The questionnaire comprised of three main domains of demographic data (6 questions), clinical data (2 of them), and data related to the use of medicinal plants (totally 9 questions). Results A total of 77.4% of patients took medicinal plants. The most common medicinal herbs used by dyslipidemic patients were Zataria multiflora, Cinnamomum zeylanicum, and Zingiber officinale. Duration of dyslipidemia was significantly longer in herbal users than non-herbal users (p=0.04). Patients believing that concomitant use of conventional drugs and herbal preparations had synergic positive effects in addition to those persuaded that herbal preparations possessed less side effects, were significantly more likely to use medicinal plants (p=0.008 and 0.005, respectively). Additionally, most of the medicinal herb users (87.4%) changed neither the pattern nor the dosage of their medications all during herbal preparations use. Conclusions This study demonstrated a high prevalence of medicinal plants’ use among patients with dyslipidemia, which was associated with the duration of dyslipidemia, patients’ viewpoints about herbal preparations’ synergic positive effects, and their fewer side effects.

scholarly journals E-marketing Strategies and Performance of Small and Medium-sized Enterprises: A New-normal Agenda

2021 ◽  
Vol 3 (2) ◽  
pp. 162-172
Author(s):  
Edim Eka James ◽  
Etim, Glory Sunday ◽  
Arikpo Nneoyi Nnana ◽  
Okeowo, Victor Olusegun
Keyword(s):  
Social Media ◽  
Online Advertising ◽  
Marketing Strategies ◽  
Social Media Marketing ◽  
Primary Data ◽  
Cross Sectional Survey ◽  
New Normal ◽  
Email Marketing ◽  
Positive Effects ◽  
And Performance

This study examined E-marketing strategies and performance of small and medium-sized enterprises: A new-normal agenda. It aimed to explore the effects of social media marketing, online advertising, and email marketing on the performance of SMEs in the new-normal era. The study adopted a cross-sectional survey research design. It used a structured questionnaire to obtain primary data from 295 operators of SMEs. The hypotheses developed for the study were statistically tested using multiple linear regression with the aid of the Statistical Package for the Social Sciences (SPSS 23). The findings of the study revealed that social media marketing, online advertising, and email marketing had significant positive effects on the performance of SMEs in the new-normal era. Therefore, the study recommended that SMEs adopt social media platforms (such as Facebook, Instagram, and WhatsApp); online advertising tools (such as search engine, display, and website advertising); and email marketing tools (such as welcome email, email newsletters, and dedicated email promotions) to promote their products and services in order to enhance sales and marketing performance. Suggestions for further studies are also made as a guide for intending researchers.

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