scholarly journals Customer-based Port Service Quality Model

2012 ◽  
Vol 23 (6) ◽  
pp. 495-502 ◽  
Author(s):  
Ines Kolanović ◽  
Čedomir Dundović ◽  
Alen Jugović
Keyword(s):  
Service Quality ◽  
Statistical Data ◽  
Reliability Testing ◽  
Quality Indices ◽  
Quality Model ◽  
Traffic System ◽  
Five Factors ◽  
Proposed Model ◽  
Quality Study ◽  
Customer Model

This port service quality study is an important precondition for an efficient development of port industry and traffic system as a whole. It is due to the complexity of any port, as a system consisting of a large number of stakeholders rendering services to customers with various requirements, that a unique set of port service quality indices has been still missing. For this reason, the paper explains the port service quality concept in compliance with stakeholders and their requirements within the context of port service quality. The aim of the paper is to present a proposal for a customer-based port service quality model based on empirical study and its reliability testing on a selected sample. The proposed model is defined by five factors and fits satisfactorily into the obtained poll questionnaire results. The statistical data processing package SPSS 16.0 and the LISREL 8.54 programme were used in the study. KEY WORDS: port service, customer, model, factor analysis

Exploring service quality and its customer consequences in the sports spectating sector

2019 ◽  
Vol 8 (1) ◽  
pp. 187-206 ◽  
Author(s):  
Konstantinos Koronios ◽  
Athanasios Kriemadis ◽  
Andreas Papadopoulos
Keyword(s):  
Service Quality ◽  
Future Research ◽  
Quality Model ◽  
Sport Event ◽  
Content Type ◽  
Sport Consumption ◽  
Five Factors ◽  
Favorable Influence ◽  
Sport Events

Purpose The purpose of this paper is to investigate issues relevant to service quality and propose a conceptual model addressing the convictions held by consumers in relation to the service quality of sport services as regards spectators and their influence on sport consumption. Design/methodology/approach A quantitative method was used for the purpose of this study and 1,643 questionnaires were gathered and analyzed. The current research intended to employ an integrated service quality model within the scope of sport spectating. The model included five fundamental factors and they were examined in association with the behavioral intentions that spectators have. By combining all these factors and aspects, it was attempted to shape consumers’ general perception regarding quality in service. The model of the research considers quality in service to be a hierarchical construct comprising many dimensions and it is observed that service quality can be classified into five factors, all of which can be defined by a variety of corresponding sub-factors. Findings The outcomes showed that four of the suggested factors regarding quality (i.e. game quality, augmented service quality, interaction quality and outcome quality) had an important as well as favorable influence on sport consumption. Research limitations/implications The empirical evidence for this research is derived from one specific professional sport event (European Basketball League) and spectators who took part were from Greece. Future research could use a wider sample of sport events and the participation of spectators from various countries is necessary before such findings are generalized. Originality/value The present research provides a contemporary analysis of factors influencing sport spectators anticipated quality and their influence on sport consumption.

e-Service Quality Model for Spanish Textile and Fashion Sector: Positioning Analysis and B2C Ranking by F-Topsis

2018 ◽  
Vol 17 (02) ◽  
pp. 485-512 ◽  
Author(s):  
Adrian Castro-Lopez ◽  
Javier Puente ◽  
Rodolfo Vazquez-Casielles
Keyword(s):  
Service Quality ◽  
Expert Panel ◽  
Evaluation Model ◽  
Quality Model ◽  
Online Sales ◽  
Perceptual Maps ◽  
Proposed Model ◽  
Quality Dimensions ◽  
Positioning Analysis ◽  
Hedonic Quality

This paper proposes and validates an e-service quality (eSQ) evaluation model for B2C websites in the textile-and-fashion (TF) sector in Spain. The research allows to represent the positioning of the main websites of this sector according to different utilitarian and hedonic quality dimensions and to establish the global ranking of these websites by using the F-TOPSIS methodology. After a thorough bibliographic review of the most common attributes used to evaluate eSQ of B2C websites, an expert panel has assisted in both, their precise wording and grouping them into the factors and latent dimensions of the proposed model. Later, model validation was carried out through the psychometric analysis of a survey conducted over a sample of 405 users searching/buying on TF industry online sales platforms. The paper already shows the perceptual maps for the eSQ dimensions analyzed for different TF B2C websites. Finally, in order to be able to process the intrinsic uncertainty inherent to the valuations given by the users, the F-TOPSIS method was used to sort the main TF websites. The study has demonstrated the validity of the proposed model, making it replicable in other countries and allowing to obtain the positioning and ranking of the six main websites analyzed in Spain, where Asos and Zara were the leaders.

Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service

2020 ◽  
pp. 177-207 ◽  
Author(s):  
Hamed Taherdoost ◽  
Ali Hassan
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Structural Equation ◽  
Critical Factor ◽  
Equation Modeling ◽  
Successful Implementation ◽  
Quality Model ◽  
Proposed Model ◽  
Quality Dimensions

E-service quality is known as a critical factor for successful implementation and decent performance of any business in electronic environment. Although many researches have been carried out in the field of service quality, there is a clear need for a theoretical model that integrates all aspects of e-service quality. This chapter responded to this need by developing a theoretical model to assess the quality of e-service. In the first phase, e-service quality dimensions were extracted from the literature. Exploratory factor analysis was applied to cluster the factors effectively in developing the conceptual model. Confirmatory approach was conducted with structural equation modeling to test and validate the proposed model. The contribution of this research is the integration of various relevant dimensions affecting e-service quality into a unified e-service quality model (eSQM).

Managerial Implications of Student Activity Information System Implementation at Faculty of Business and Management

2020 ◽  
Vol 5 (1) ◽  
pp. 41
Author(s):  
Norshima Humadi ◽  
Muhamad Sukor Jaafar ◽  
Melissa Shahrom ◽  
Siti Halijjah Shariff
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Quality Model ◽  
Application Process ◽  
Student Activity ◽  
Managerial Implications ◽  
Business And Management ◽  
Activity Information

Faculty of Business and Management – Student Activity Information System (FBM-SAIS) was developed with an aim to manage the student activity application process effectively through the Internet. This study was conducted to determine the managerial implications of FBM-SAIS implementation to FBM, UiTM Selangor by focusing on the manpower and financial impact, as well as to determine the direct effect of SAIS Service Quality on SAIS student satisfaction. This study proposed SAIS ServiceQuality as a higher-order factor in order to determine a direct effect of SAIS Service Quality on student satisfaction towards SAIS implementation. Interviews were conducted to identify the managerial implications of student activity application process before and after SAIS implementation. Meanwhile, the quantitative data was gathered from 94 SAIS users who were FBM students through e-survey and was analyzed by using SmartPLS 3.0. The interview results showed that the implementation of SAIS did have an impact on the Faculty, such as increasing staff productivity and reducing costs. Moreover, the PLS-SEM analysis results showed that SAIS Service Quality positively influenced student satisfaction towards FBMSAIS implementation. This study provides an empirical validation of the SAIS Service Quality Model in the context of Higher Education.

Interaction Process Model – ESM Quality Model Development Tool

2020 ◽  
Vol 25 (1) ◽  
pp. 10-17
Author(s):  
B.V. Boytsov ◽  
◽  
G.S. Zhetessova ◽  
M.K. Ibatov ◽  
◽  
...  
Keyword(s):  
Process Model ◽  
Swot Analysis ◽  
Statistical Data ◽  
Model Development ◽  
Interaction Process ◽  
Educational Process ◽  
Quality Model ◽  
Development Tool ◽  
The Republic ◽  
Education Science

The article discusses the methodology and provides the results of a multivariate SWOT analysis for a scientific and manufacturing educational process based on a set of regulatory and strategic documents, statistical data of the Republic of Kazakhstan; The main conclusions and description of the generated matrices for the subjects of interaction within the hierarchical triangle «Education – Science – Manufacturing (ESM)» are given.

scholarly journals An Analysis of Existing Production Frameworks for Statistical and Geographic Information: Synergies, Gaps and Integration

2021 ◽  
Vol 10 (6) ◽  
pp. 374
Author(s):  
Francisco Javier Ariza-López ◽  
Antonio Rodríguez-Pascual ◽  
Francisco J. Lopez-Pellicer ◽  
Luis M. Vilches-Blázquez ◽  
Agustín Villar-Iglesias ◽  
...  
Keyword(s):  
Spatial Data ◽  
Process Model ◽  
Statistical Data ◽  
Legal Framework ◽  
Public Agencies ◽  
Quality Model ◽  
Statistical Process ◽  
The Third ◽  
Spatial Data Quality ◽  
Statistical Area

The production of official statistical and geospatial data is often in the hands of highly specialized public agencies that have traditionally followed their own paths and established their own production frameworks. In this article, we present the main frameworks of these two areas and focus on the possibility and need to achieve a better integration between them through the interoperability of systems, processes, and data. The statistical area is well led and has well-defined frameworks. The geospatial area does not have clear leadership and the large number of standards establish a framework that is not always obvious. On the other hand, the lack of a general and common legal framework is also highlighted. Additionally, three examples are offered: the first is the application of the spatial data quality model to the case of statistical data, the second of the application of the statistical process model to the geospatial case, and the third is the use of linked geospatial and statistical data. These examples demonstrate the possibility of transferring experiences/advances from one area to another. In this way, we emphasize the conceptual proximity of these two areas, highlighting synergies, gaps, and potential integration.

scholarly journals A New Application-Aware No-Reference Quality Assessment Method for IP Voice Services

2021 ◽  
Vol 29 (3) ◽  
Author(s):  
Péter Orosz ◽  
Tamás Tóthfalusi
Keyword(s):  
Service Quality ◽  
Performance Metrics ◽  
Assessment Method ◽  
Reference Source ◽  
User Privacy ◽  
Quality Model ◽  
Estimation Model ◽  
Full Reference ◽  
Reference Quality ◽  
The Voice

AbstractThe increasing number of Voice over LTE deployments and IP-based voice services raise the demand for their user-centric service quality monitoring. This domain’s leading challenge is measuring user experience quality reliably without performing subjective assessments or applying the standard full-reference objective models. While the former is time- and resource-consuming and primarily executed ad-hoc, the latter depends upon a reference source and processes the voice payload that may offend user privacy. This paper presents a packet-level measurement method (introducing a novel metric set) to objectively assess network and service quality online. It is accomplished without inspecting the voice payload and needing the reference voice sample. The proposal has three contributions: (i) our method focuses on the timeliness of the media traffic. It introduces new performance metrics that describe and measure the service’s time-domain behavior from the voice application viewpoint. (ii) Based on the proposed metrics, we also present a no-reference Quality of Experience (QoE) estimation model. (iii) Additionally, we propose a new method to identify the pace of the speech (slow or dynamic) as long as voice activity detection (VAD) is present between the endpoints. This identification supports the introduced quality model to estimate the perceived quality with higher accuracy. The performance of the proposed model is validated against a full-reference voice quality estimation model called AQuA, using real VoIP traffic (originated in assorted voice samples) in controlled transmission scenarios.

Determining the safety culture in a gun factory in Turkey: A fuzzy approach

2020 ◽  
pp. 1-11
Author(s):  
Gökçen A. Çiftçioğlu ◽  
Mehmet A. N. Kadırgan ◽  
Ahmet Eşiyok
Keyword(s):  
Safety Culture ◽  
Fuzzy Inference ◽  
Fuzzy Model ◽  
Self Awareness ◽  
Inference System ◽  
Five Factors ◽  
Initial Questionnaire ◽  
Proposed Model ◽  
Assessment Questionnaire

Safety culture is a very complex phenomenon due to its intangible nature. It is tough to measure and express it with numerical values, as there is no simple indicator to measure it. This paper presents a fuzzy inference system that measures the safety culture. First of all, a safety culture assessment questionnaire is developed by utilizing related literature. The initial questionnaire had 29 items. The questionnaire is applied to 259 employees within the gun manufacturing factory. After making an exploratory factor analysis, the questionnaire is based on five factors with 25 items. The safety culture indicators are defined as; safety follow-up audit reporting, employees’ self-awareness, operational safety commitment, management’s safety commitment, safety orientedness. Normality, reliability, and correlation analysis are performed. Then a fuzzy model is constructed with five inputs and one output. The inputs are the five factors mentioned above, and the output generated is the safety culture result, which is between 0-1. The presented fuzzy model produces reliable results indicating the safety culture level from the employees’ eyes. Beyond exploring the employees’ safety culture, the proposed model can easily be understood by the practitioners from various sectors. Furthermore, the model is straightforward to customize for various fields of industry.

Measuring the Quality of Internet Connectivity Service Rendered to South African Public Libraries

Mousaion ◽  
2021 ◽  
Vol 38 (4) ◽  
Author(s):  
Lesiba Stephen Ledwaba
Keyword(s):  
Service Quality ◽  
South African ◽  
Service Providers ◽  
Public Libraries ◽  
Internet Access ◽  
Quality Model ◽  
Technical Problems ◽  
Internet Connectivity ◽  
Access Service

The measuring of rendered services in any industry, especially in libraries, remains a critical tool to assess the satisfaction level of clients as well as the quality of the services. This article reports on a study that was undertaken to measure the quality of internet access service to South African public libraries by using the service quality model. The paper was guided by these objectives to identify the service quality models applicable to public libraries’ internet access; to determine how the quality of internet access service fits within the South African broadband policy; and to apply service quality dimensions to public libraries’ internet access. The study employed a quantitative approach and survey design in which a questionnaire was used to collect data from 322 heads of public libraries in South Africa. The stratified sampling method was used to obtain a proportional representation of public libraries. It emerged that most respondents regarded their internet service providers (ISPs) as incapable of solving their technical problems. It was further found that in most cases ISPs applied the internet access policies inconsistently to public libraries they served. The study recommended, among others, that internet connectivity to public libraries be centralised and that a competent provider be appointed to manage this service.

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