The performance of tramway service from the users' viewpoint: A comparative analysis between two Moroccan cities

2021 ◽  
Vol 60 (4) ◽  
pp. 7-21
Author(s):  
Karim Zehmed ◽  
Fouad Jawab
Keyword(s):  
Service Quality ◽  
Point Of View ◽  
Service Performance ◽  
Ordered Probit ◽  
Service Availability ◽  
Probit Regression ◽  
Daily Lives ◽  
Second Stage ◽  
Two Cities ◽  
Service Attribute

The Moroccan government has recently promoted sustainable public transport projects such as tramway services namely in the two largest cities of country, Casablanca and Rabat-Salé. Since its launch, the tramway service is in-creasingly present in citizens' daily lives in both cities. To maintain its attractiveness, operators and transport authori-ties should examine the performance of tramway service from user’s point of view. That is, an in-depth understanding of how passengers perceive service quality and what make them satisfied. The purpose of this study is to compare the performance of tramway service in the two cities based on the opinions of a sample size of 613 and 435 individuals in each city. The outcome of this peer comparison allows to determine the strengths and weaknesses of provided service and identify priorities for improvement in each city. Regarding the methodology, we adopted a two-step approach to achieve our research purpose. The first stage intends to compare users' perceptions regarding Service Quality Attrib-utes (SQAs) and overall satisfaction and to identify any significant differences between the two cities. To this end, we applied, in the first stage, a student t-test of two independent samples. The second stage employs an ordered probit regression model to identify the most important SQA; i.e., which most influence the overall satisfaction, and improve-ments priorities for the current service tramway. The results showed that, in average, passengers found service quality as good and are satisfied with tramway service in both cities. Tram vehicles’ is the best appreciated service attribute in both cities while Comfort in Rabat-Salé and Lines’ connectivity in Casablanca are the least appreciated. Moreover, the service performance of Rabat-Salé tramway exceeds that of Casablanca tramway in terms of service Availability, ser-vice Reliability, Fares level, Tram vehicle, Drivers’ competence, Lines’ connectivity, and overall satisfaction. On the other hand, we found that among top six important attributes, Reliability and Administrators should be prioritized for improvement in Casablanca; and staff, Lines, Comfort, and Administrators in Rabat-Salé. Results showed that im-provements in all these service aspects would increase significantly overall user’s satisfaction.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Alignment of Perceptions in Information Technology Service Quality

2011 ◽  
pp. 260-273
Author(s):  
Luís Kalb Roses
Keyword(s):  
Information Technology ◽  
Quality Management ◽  
Service Quality ◽  
Service Providers ◽  
Point Of View ◽  
Service Performance ◽  
It Service ◽  
Technology Service ◽  
Service Quality Management ◽  
Information Technology Service

The chapter explains the importance of taking the expectations of customers and service providers into account with regard to IT service quality management. To do this, the author uses the SERVPERF method, which identifies expectations regarding service performance from the point of view of both the customer and the provider. Based on an empirical study, the author demonstrates the importance of aligning IT staff with staff from the customer company as far as quality management is concerned.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

Rank Status and Happiness in India: A Panel Ordered Probit Estimation of the Effect of Ordinal Relative Comparison on Well-being

2020 ◽  
Vol 11 (01) ◽  
Author(s):  
T. Lakshmanasamy ◽  
K. Maya
Keyword(s):  
Life Satisfaction ◽  
Fixed Effects ◽  
Reference Group ◽  
Well Being ◽  
Ordered Probit ◽  
Probit Regression ◽  
Differential Effects ◽  
Comparison Income ◽  
Average Reference ◽  
The Rich

Most often the social comparison or relative income hypothesis has been used as an explanation for the lack of systematic relationship between income and happiness, using the ordered probit regression method. The identification of relevant reference group and the estimation of the differential effects of comparison income have been controversial. To overcome these twin issues, this paper uses an ordinal comparison income approach based on rich/poor dichotomy and rank income. The rank income of an individual is defined as his relative position in the income distribution within the reference group and the average income of the reference group is used to define the rich/poor classification. The differential effects of ordinal incomes across life satisfaction distribution is estimated by the panel fixed effects ordered profit regression model using the WVS data for India. The estimated results show that ordinal income comparison, rather than cardinal average reference income, is a better predictor of life satisfaction levels. Raising income level is relatively important for less satisfied people while increasing rank status is important for highly satisfied people in India.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals COVID-19 Barometer: Social Opinion – What Do the Portuguese Think in This Time of COVID-19?

2021 ◽  
pp. 1-9
Author(s):  
Ana Rita Pedro ◽  
Ana Gama ◽  
Patrícia Soares ◽  
Marta Moniz ◽  
Pedro A. Laires ◽  
...  
Keyword(s):  
Health Services ◽  
Online Survey ◽  
Well Being ◽  
Point Of View ◽  
Daily Lives ◽  
The People ◽  
Huge Impact ◽  
The Impact ◽  
Continue Monitoring

The COVID-19 pandemic brought new challenges to the global community, reinforcing the role of public health in society. The main measures to combat it had (and still have) a huge impact on the daily lives of citizens. This investigation aimed to identify and monitor the population’s perceptions about how it faced this period and the impact on health, well-being, and daily life. In this study, we describe the main trends observed throughout the COVID-19 pandemic in terms of mental health status, confidence in the capacity of the health services to respond to the pandemic, and the use of health services by participants. The online survey collected responses from 171,947 individuals ≥16 years of age in Portugal, over a period of 15 weeks that started on 21 March 2020. Participants could fill the questionnaire once or weekly, which enabled us to analyse trends and variations in responses. Overall, 81% of the respondents reported having felt agitated, anxious, or sad during the COVID-19 pandemic; 19% did not experience these feelings. During the confinement period, the proportion of participants feeling agitated, anxious, or sad every day/almost every day ranged between 20 and 30%, but since the deconfinement this proportion decreased. Around 30% reported having more difficulty getting to sleep or to sleep all night; 28.4% felt more agitated; 25.5% felt sadder, discouraged, or cried more easily; and 24.7% felt unable to do everything they had to do, women more frequently than men. Overall, 65.8% of the participants reported feeling confident or very confident in the health services’ capacity to respond to the challenges associated with the pandemic, and this confidence increased over time. Concerning the people who needed a consultation, 35.6% had one in person and 20.8% had one remotely, but almost 44% did not have one due to cancellation by the service (27.2%) or their own decision not to go (16.3%). At this unusual time in which we find ourselves and based on our findings, it is essential to continue monitoring how the population is facing the different phases of the pandemic until it officially ends. Analysing the effects of the pandemic from the point of view of citizens allows for anticipating critical trends and can contribute to preventative action.

Information Systems Service Quality, Zone of Tolerance, and User Satisfaction

2012 ◽  
Vol 24 (2) ◽  
pp. 50-73 ◽  
Author(s):  
Narasimhaiah Gorla
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service Performance ◽  
Perceived Service Quality ◽  
System Service ◽  
Research User ◽  
Zone Of Tolerance ◽  
Service Expectations ◽  
Service Expectation ◽  
The Relationship

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

An evaluation instrument and strategy implications of service attributes in LOHAS restaurants

2019 ◽  
Vol 31 (1) ◽  
pp. 194-216 ◽  
Author(s):  
Ching-Chan Cheng ◽  
Ya-Yuan Chang ◽  
Ming-Chun Tsai ◽  
Cheng-Ta Chen ◽  
Yu-Chun Tseng
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Goodness Of Fit ◽  
Quality Characteristics ◽  
Evaluation Instrument ◽  
Sustainable Operations ◽  
Content Type ◽  
Quality Scale ◽  
Expert Interview ◽  
Service Attribute

Purpose This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants. Design/methodology/approach This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants. Findings The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality. Originality/value The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.

scholarly journals Social Capital and Economic Development: A Neighborhood Perspective

2017 ◽  
Vol 3 (3) ◽  
pp. 272 ◽  
Author(s):  
Matthew J. Hanka ◽  
Trent Aaron Engbers
Keyword(s):  
Social Capital ◽  
Economic Development ◽  
Economic Benefit ◽  
Quantitative Research ◽  
Ordered Probit ◽  
Neighborhood Characteristics ◽  
Probit Regression ◽  
Economic Resilience ◽  
The Social ◽  
The City

Sean Safford’s 2009 book Why the Garden Club Couldn’t Save Youngstown introduces a revolutionary idea that much of a community’s economic resilience is tied to the social capital that exists within it. Recent research suggests that social capital not only benefits those who develop it, but it can serve as a source of economic development in the communities in which it arises. Past quantitative research on the economic benefit of social capital has only examined the city or higher levels of aggregation. This study measures social capital in three diverse socioeconomic neighborhoods to better understand how social capital can serve as a tool for economic development. An ordered probit regression model was developed to examine how individual and neighborhood levels of social capital benefit households within these communities. Moreover, this study addresses how differences in social capital across neighborhoods are explained by both individual and neighborhood characteristics.

scholarly journals Impact of Work Value Perception on Workers’ Physical and Mental Health: Evidence from China

Healthcare ◽  
2021 ◽  
Vol 9 (8) ◽  
pp. 1059
Author(s):  
Fan Yang ◽  
Yao Jiang ◽  
Xiaohong Pu
Keyword(s):  
Mental Health ◽  
Life Satisfaction ◽  
Emerging Economies ◽  
Ordered Probit ◽  
Physical And Mental Health ◽  
Probit Regression ◽  
Mediating Role ◽  
Value Perception ◽  
Work Value ◽  
The Relationship

Research on the effect of work value perception on workers’ health, especially in emerging economies, is scarce. This study, therefore, explored how work value perception affects the physical and mental health of workers in China. We also examined the mediating role of life satisfaction in the relationship between work value perception and health. Taking a random sample of 16,890 individuals in China, we used ordered probit regression and instrumental variable ordered probit regression to test the links between work value perception and workers’ health based on existence, relatedness, and growth (ERG) theory. The results showed that work value perception significantly affected both the physical and mental health of workers; the results remained robust after solving the endogeneity problem. The subsample regression results showed that work value perception significantly affected the physical and mental health of female, male, married, unmarried, religious, and nonreligious workers. Furthermore, life satisfaction mediated the effect of work value perception on workers’ health. These results shed light on the relationship between work value perception and health and thus have implications for improving workers’ physical and mental health. This study can provide a reference for both governmental and corporate policymakers in emerging economies.

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