scholarly journals Analysis of Cargo Airline Services Quality in Cargo Delivery In Nigeria

2021 ◽  
pp. 37-47
Author(s):  
Ayantoyinbo Boye Benedict ◽  
Gbadegesin Adeolu Emmanuel
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Sampling Technique ◽  
Air Cargo ◽  
Customer Expectations ◽  
Model Average ◽  
Cargo Delivery ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study analysed cargo airline services and cargo delivery in Nigeria. The focus was on identifying the disparity between expected and perceived airline service quality on cargo delivery. This study was carried out in Lagos State, Nigeria. Random sampling technique was used to select 239 freight forwarders agents that operate in the Cargo Terminal of Muritatal Muhammed International Airport, Lagos State. SERVQUAL model and t-test were used to analyse the disparity between expectations and perceptions of airline service quality. SERVQUAL model average gap score is -0.126 which implies that customers are not satisfied with cargo airline service quality. Moreover, the findings revealed that there is a negative disparity between customer expectations and perceptions of airline service quality on air cargo delivery with Reliability having the lowest negative t-value of (-34.409), followed by Tangibles with a t-value of (-23.300), Responsiveness has a t-value of (-12.910), Assurance followed with t-value of (-13.572) while Empathy has a t-value of (-10.165). Conclusion is drawn that cargo airline customers' expectations about their service quality are more than they really perceived. Recommendation was made that cargo airline should make an assessment of service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance and Empathy) and provide a means to improve upon them.

scholarly journals Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

2016 ◽  
Vol 5 (2) ◽  
pp. 155-171
Author(s):  
Oghojafor Ben Akpoyomare ◽  
Ladipo Patrick Kunle Adeosun ◽  
Rahim Ajao Ganiyu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Significant Difference ◽  
Lagos State ◽  
Flight Frequency ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Abstract Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

scholarly journals Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

2021 ◽  
Vol 5 (2) ◽  
pp. 1-16
Author(s):  
Beatrice Atta Mensah ◽  
Sylvester Achio ◽  
Isaac Ofori Asare
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Likelihood Estimation ◽  
Sampling Technique ◽  
Study Data ◽  
Equation Modelling ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Greater Accra Region

The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.

scholarly journals Determinants of Satisfaction for Automotive After Sales Service Quality: A Preliminary Application of AutoSERVPERF Model

2020 ◽  
Vol 15 (2) ◽  
pp. 197-208
Author(s):  
Nooraini Mohamad Sheriff ◽  
Nur Idayu Roslan ◽  
Yuhanis Yusoff
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
High Performance ◽  
Sampling Technique ◽  
Close Monitoring ◽  
Four Dimensions ◽  
Determinants Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection.  The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

2018 ◽  
Vol 12 (1) ◽  
pp. 54
Author(s):  
Dwi Danesty Deccasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Sampling Technique ◽  
Five Dimensions ◽  
Transportation Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

scholarly journals Consumer Perceptions and Expectations of Garden Center Product and Service Quality

1997 ◽  
Vol 15 (1) ◽  
pp. 12-15
Author(s):  
Jay T. Hudson ◽  
Bridget K. Behe ◽  
Harry G. Ponder ◽  
William E. Barricks
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Quality Dimension ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Difference ◽  
Perceptions And Expectations

Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

2021 ◽  
pp. 036119812110119
Author(s):  
George Christian Linhares Bezerra ◽  
Eliézer Mello de Souza ◽  
Anderson Ribeiro Correia
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Customer Segmentation ◽  
Equation Modeling ◽  
Customer Expectations ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.

scholarly journals Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

2018 ◽  
Vol 6 (1) ◽  
pp. 89-111
Author(s):  
Salome Ighomereho ◽  
Patrick Ladipo ◽  
Bolajoko Dixon-Ogbechi
Keyword(s):  
Service Quality ◽  
Demographic Factors ◽  
Joint Effect ◽  
Positive Influence ◽  
Automated Teller Machine ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Socio Demographic Factors ◽  
Significant Positive Influence

AbstractResearch has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

scholarly journals Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

2018 ◽  
Vol 6 (1) ◽  
pp. 89-111
Author(s):  
Salome Ighomereho ◽  
Patrick Ladipo ◽  
Bolajoko Dixon-Ogbechi
Keyword(s):  
Service Quality ◽  
Demographic Factors ◽  
Joint Effect ◽  
Positive Influence ◽  
Automated Teller Machine ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Socio Demographic Factors ◽  
Significant Positive Influence

Abstract Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

Effect of Service Quality on Hospital Image at Baiturrahmah Dental and Oral Hospital

2018 ◽  
Vol 4 (1) ◽  
pp. 16-21
Author(s):  
Dessy Angraini ◽  
Resa Ferdina
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Subjective Assessment ◽  
Educational Background ◽  
Direct Perception ◽  
Cross Sectional ◽  
Patient Will ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Analytic Design

Hospitals as one of the services in the marketing world face a very tight competition dynamics, this requires the hospital management to improve itself and make efficiency, so the hospital is required to provide optimum quality for the performance given to the patient because the patient will provide subjective assessment or forming a direct perception of the image of the company or service provider concerned. Therefore, the study aims to determine the effect of service quality on the image of Dental and mouth Hospital Baiturrahmah. This study used analytic design with cross sectional approach. The sample was 96 respondents, which were chosen using consecutive sampling technique that was adjusted with inclusion and exclusion criteria. The results showed that the characteristics of respondents were aged between 21-40 years old (42.7%) with educational background of majority respondents with high school education (62.5%). The work of respondents is housewife (IRT) amount (41,7%). Of five service quality dimensions consisted of tangibility, reliablity, responsiveness assurance, and empathy, only responsiveness which has significant effect on RSGM image t-count value 3,915. Based on the r-square value of service quality is only capable of affecting image of 51%, while 49% more image is influenced by other variables. It can be concluded that there is influence responsiveness to RSGM Baiturrahmah image, but not with tangibility, reliablity, assurance, empaty.

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