scholarly journals Customer Satisfaction on Service Quality of Bus Transport: A Survey of Passengers from Phnom Penh to Poipet in Cambodia

2018 ◽  
Vol 5 (2) ◽  
pp. 114 ◽  
Author(s):  
Sokchan Ok ◽  
Thammanoon Hengsadeekul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Satisfaction Level ◽  
Transport Service ◽  
Private Companies ◽  
Phnom Penh ◽  
Factors Affecting ◽  
Bus Transport

This study is designed to evaluate the main factors affecting the bus service quality and customer satisfaction in bus services to travel from Phnom Penh to Poipet which are providing by private companies. It examines and explores the consumer expectation on service quality of bus transport through the SERVQUAL’s 5 dimensions such as tangible, reliability, assurance, empathy, and responsiveness. This research study is intended to collect data from participants to investigate the relationship among five components of service quality and customer satisfaction. The independent variable used throughout this study is overall satisfaction with bus transport service. Independent variables are specific service quality attributes which consist of service given, access, availability, time and environment. From the finding, on interesting finding was that in the question of customer’s reason to use the BTS of private companies in Cambodia, in which “suitable traveling” ranked last among other factor (location convenience, appreciate price, no choice, good service). Also, more than half of the respondents stated they maybe use the BTS again in the future, because there is no choice for them. Therefore, it can be clearly seen that this research was focusing at right point. Despite the fact that half of the respondents rated their satisfaction level of the “poor” level, and nearly half of the respondents rated their satisfaction level in “average” level. Nevertheless, not so many customers preferred to use the BTS because of its service convenience. Service quality is an important consideration in a successful service business. By the time, this research was conducted, the highly competitive market conditions in Cambodia’s bus transport service industry had forced service operators to deliver high-quality service to customers. In order to provide that, the service operators should first focus on understanding customers’ needs and their expectations before implementing the suitable service strategy to meet the customers’ needs.

An Analysis of the Customer Satisfaction from Service Quality of Himalaya Airlines

2018 ◽  
Vol 5 (2) ◽  
pp. 69-71
Author(s):  
Bishnu Prasad Jamkatelsh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Satisfaction Level ◽  
Factors Affecting ◽  
International Airport ◽  
Employee Behaviors ◽  
Independent Variable

The main objective of the study was to find out customer satisfaction of Himalaya airlines and analyzed the factors affecting customer satisfaction level. One hundred structured closed ended questionnaires were developed and distributed among the passengers who travelled through Himalaya airlines at Tribhuvan International airport (Kathmandu, Nepal) to collect data for result. In order to examine the effect, customer satisfaction was taken as dependent variable and ticket fares, airport services, employee behaviors, flight reliability and in-flight services were taken as independent variable. The users of   Himalaya airlines in general were satisfied. It is suggested to the management to focus on fares in comparison with competitors.Int. J. Soc. Sc. Manage. Vol. 5, Issue-2: 69-71

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.

Factors Affecting Customer Satisfaction of the Wi–Fi Services

2012 ◽  
Vol 60 (1) ◽  
pp. 57-63
Author(s):  
Nora Muda ◽  
Nur Riza Mohd Suradi
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Five Factors ◽  
Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

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 Evaluation of the Quality of Service Muasalat Oman Company

2020 ◽  
Author(s):  
Ali Khaliah Al Bluish ◽  
Hussin A.M Yahia
Keyword(s):  
Customer Satisfaction ◽  
Public Transportation ◽  
Service Industry ◽  
Raw Materials ◽  
Factors Affecting ◽  
Customer Perception ◽  
The Public ◽  
Transportation Sector ◽  
Spss Software

Public transportation is one of the significant contributor towards the economic growth and development of a country as it facilitates the movement of people, labour, products and services and raw materials among others. With the increasing competition and options in the public transportation sector, the customers have become highly demands and expect to be served better by the companies. There are many factors affecting the customer perception and the customer satisfaction level considering the public transportation including the quality of the buses, timing and punctuality of the business. The aim of this research is to examine the degree of service quality and customer satisfaction in the transport service industry in Oman, a case on Mwasalat Bus Way Company.  The data was collected via the questionnaire distributed among the   medium among the travelers. The data collected has been transformed into numerical format for ease of analysis using the SPSS software 23. The researcher has relied on the software for conducting the reliability test, frequency distribution test, cross tabulation and correlation analysis for assessing the potential relationship between different variables of the study. The research finding has indicated that through Urban transportation sector in Oman is focused on offering high quality service to the customers, there is need for the sector to offer additional benefits to reflect their adoption of market trends as in the free Wi-Fi access while travelling, electronic devices charging points and the latest means of payments like over the phone among others.

scholarly journals Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Nguyen Anh Tuan ◽  
Nguyen Thi Vien Ly
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Positive Impact ◽  
Data Sets ◽  
Logistics Industry ◽  
Factors Affecting ◽  
Five Factors ◽  
Business Efficiency

This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The results show that responsiveness, assurances, and empathy have a positive impact on customer satisfaction. This comes from the characteristics of logistics industries that require assurance and accurate responsiveness. Therefore, the study offers some solutions for Duong Vy as well as the logistics industry to improve the quality of logistics services, such as (1) invest to improve the assessment of tangible value and customer trust; and (2) promote assurance, responsiveness, and empathy to increase customer satisfaction and enhance business efficiency.

scholarly journals Factors affecting customer behavior in telecommunication industry

2020 ◽  
Vol 9 (2) ◽  
pp. 133-138
Author(s):  
Mbarek Rahmoun
Keyword(s):  
Quality Of Service ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Telecommunications Industry ◽  
Sustainable Competitive Advantage ◽  
Improvement Project ◽  
Factors Affecting

Marketing and strategy research has given a lot of importance to the study of product and service quality improvement. This has been widely studied in the literature as an appropriate competitive strategy to ensure customer satisfaction in the marketplace and gain a sustainable competitive advantage. In this paper, first, we have opted for an extensive review of marketing literature, quality of service and consumer satisfaction. Next, we propose to determine the factors that may affect customer satisfaction in the telecommunications industry in Tunisia. Indeed, each organization chooses to succeed in its strategy of satisfying its customers and to prevent the risk of losing them. Our empirical results indicate that most customers are satisfied with the quality of service provided to them, and most customers believe that Tunisie Telecom's service quality is above their expectations. Quality of reception at the counters of Tunisie Telecom's agencies is the key element for the success of the quality improvement project and is the major factor that can strongly influence client satisfaction and behavior.

scholarly journals Analisis Kualitas Pelayanan E-KTP Menggunakan Metode Customer Satisfaction Index, Metode Service Quality, dan Importance Performance Analysis

2015 ◽  
Vol 5 (1) ◽  
pp. 117
Author(s):  
Siti Noor Hidayati ◽  
Aris Puji Prasetyo
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Of Services ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
The Difference

<p>This study attempts to analyzed levels of customer satisfaction on the quality of service and anything in the dimensions attributes the quality of services have to be prioritized to repairing in order to increase customer satisfaction. This study uses a Customer Satisfaction Index to measure the overall level of customer satisfaction.To sort the attributes do not satisfy the customer satisfaction levels by measuring the difference in performance levels using Service Quality. Then proceed with the measure by using Importance Performance Analysis to determine the attributes that have not been satisfying the customers.  Results of this study showed that the majority of customers are satisfied with the services provided but not maximum yet. It can be seen from the results of customer satisfaction level testing using Customer Satisfaction Index (CSI) which is equal to 53,7%. Based on testing using the Service Quality attributes improvements sequence starting from the attribute assurance because it has the greatest negative value.On testing using the Importance Performance Analysist (IPA), there are 8 service attributes that go into quadrant I, which means that there are 8 attributes that unsatisfactory customers and the service is not maximum yet.</p>

scholarly journals Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry

2021 ◽  
Vol 1 (4) ◽  
pp. 13-18
Author(s):  
Meri Andriani ◽  
Heri Irawan ◽  
Nanda Rizqa Asyura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Statistical Tests ◽  
Kano Model ◽  
One Dimensional ◽  
Service Support ◽  
Customer Dissatisfaction ◽  
Improve Service Quality

The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

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