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

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.

Mining Express Service Innovation Opportunity from Online Reviews

In order to further meet the diversified needs of customers and enhance market competitiveness, it is necessary for express delivery enterprises to carry out service innovation. From the perspective of customer demand, we propose a framework for mining service innovation opportunities. This framework uses text mining to analyze user generated content and tries to provide a scientific service innovation scheme for express enterprises. Firstly, we crawl online reviews of express companies and use LDA model to identify service attributes. Secondly, customer satisfaction is calculated by sentiment analysis, and simultaneously, the importance of each service attribute is calculated. Finally, we carry out an opportunity algorithm with the results of text mining to quantify the innovation opportunities of service attributes. The results show that the framework can effectively identify service innovation opportunities from the perspective of customer demand. This study provides a new way to explore the direction of service innovation from the perspective of customer demand.

Mining Express Service Innovation Opportunity From Online Reviews

In order to further meet the diversified needs of customers and enhance market competitiveness, it is necessary for express delivery enterprises to carry out service innovation. From the perspective of customer demand, we propose a framework for mining service innovation opportunities. This framework uses text mining to analyze user generated content and tries to provide a scientific service innovation scheme for express enterprises. Firstly, we crawl online reviews of express companies and use LDA model to identify service attributes. Secondly, customer satisfaction is calculated by sentiment analysis, and simultaneously, the importance of each service attribute is calculated. Finally, we carry out an opportunity algorithm with the results of text mining to quantify the innovation opportunities of service attributes. The results show that the framework can effectively identify service innovation opportunities from the perspective of customer demand. This study provides a new way to explore the direction of service innovation from the perspective of customer demand.

Analisis Kualitas Pelayanan Menggunakan Metode Service Quality dan Diagram Kano untuk Meningkatkan Kepuasan Nasabah di Bank Jabar Banten Syariah Cabang Bandung

The purpose of this study was to determine the customer service banking services at the Bank Jabar Banten Syariah in Bandung and measure the services at the Bank Jabar Banten Syariah in Bandung using the service quality analysis method and canoe diagrams. This type of research used in this research is descriptive quantitative and for the method of research using descriptive case studies that focus intensively on one particular object, by studying case studies. The population in this study is a customer of Bank Jabar Banten Syariah as consumers of Bank Jabar Banten Syariah banking services and has a sample of 114 people. Data collection techniques used in this study were interviews with back office staff employees and auditors, surveys and observations. The results of this study revealed that the services provided by the Bank Jabar Banten Syariah in Bandung included in the category quite well, but in research using service quality analysis of services provided by the Bank Jabar Banten Syariah in Bandung branch have shortcomings in terms of open customer service in exchanging ideas, customer service is able understand the needs, customer service conveys information, customer service master the field of work, customer service provides patient service, technology and customer service equipment. While the CS-Coefficient calculation results showed the highest better value of 1.02 in the 23rd service attributes, 13, 23 and 25, namely customer service hospitality, accuracy of customer service in service, customer service providing convenient service, and worse value equal to -1.49 in the 15th service attribute, namely the ability to communicate customer service. Abstrak. Tujuan penelitian ini adalah untuk mengetahui layanan customer service perbankan pada jasa Bank Jabar Banten Syariah cabang Bandung serta mengukur pelayanan jasa di Bank Jabar Banten Syariah cabang Bandung dengan menggunakan metode service quality analysis dan kano diagram. Jenis penelitian yang digunakan pada penelitian ini adalah deskriptif kuantitatif dan untuk metode penelitian menggunakan deskriptif studi kasus yaitu memusatkan diri secara intensive terhadap satu objek tertentu, dengan cara mempelajari studi kasus. Populasi pada penelitian ini merupakan nasabah Bank Jabar Banten Syariah selaku konsumen dari jasa perbankan Bank Jabar Banten Syariah dan memiliki sampel sebanyak 114 orang. Teknik pengumpulan data yang digunakan pada penelitian ini adalah wawancara dengan karyawan staff back office dan auditor, survey dan observasi. Hasil penelitian ini mengungkapkan bahwa pelayanan yang diberikan Bank Jabar Banten Syariah cabang Bandung termasuk kedalam kategori cukup baik, namun pada penelitian menggunakan service quality analysis pelayanan yang diberikan Bank Jabar Banten Syariah cabang Bandung memiliki kekurangan dalam hal customer service terbuka dalam bertukar pikiran, customer service mampu memahami kebutuhan, customer service menyampaikan informasi, customer service menguasai bidang pekerjaannya, customer service memberikan pelayanan dengan sabar, tekhnologi dan peralatan customer service. Sementara hasil perhitungan CS-Coefficient menunjukan nilai better yang paling tinggi sebesar 1,02 pada atribut layanan ke-23 yaitu 13, 23 dan 25, yaitu keramahtamahan customer service, keakuratan customer service dalam melayani, customer service memberikan layanan yang nyaman, dan nilai worse sebesar -1,49 pada atribut layanan ke-15, yaitu kemampuan berkomunikasi customer service.

Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi

This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main Branch of Malang. This study uses a quantitative approach by explanatory research. An online survey method which was conducted on 132 priority customer of PT BCA Tbk The Main Branch of Malang. The analytical method uses SEM-PLS. This research shows that the quality of the relationship results is significantly influenced by e-CRM, and is also significantly and directly influenced by service attributes and service recovery. Each service attributes and service recovery were found to act as mediators in this study, namely partially mediating e-CRM on relationship quality and results. The results also convey that e-CRM can directly and significantly influence each service attribute and service recovery. It's miles hoped this research can assist practitioners in improving the relationship quality and outcomes of the company and customer relationships with e-CRM, through service attributes and service recovery.

Understanding Customer Priorities for Selection of Call Taxi Service Provider

Taxi services have evolved with the growth of information communication services and have become an essential infrastructure in a city’s transport landscape. In today’s era, mobility has become a vital need for people as they contemplate how to accomplish specific tasks, which require travel, time, and distance. Taxi services have filled this void by allowing people to commute to the last mile and meet their daily requirements. Failure of cab service operators to offer affordable and reliable taxi service would result in inferior taxi services that lead to dissatisfaction among customers. The key objective of this research was to determine important factors, namely, socioeconomic and service attribute factors that influence people’s choice based on satisfaction levels in selecting a particular taxi service like Ola and Uber in Bhubaneswar city. The study found that socioeconomic and service attribute factors were important in determining the choice of taxi service. Furthermore, it also revealed that people were more sensitive to the reliability of taxi service and cost in comparison to the quality of service and driver’s behavior. The study results would help cab service providers in customizing their services to attract more customers and increase their market share.

Developing front office service as benchmarking at Discovery Kartika Plaza Hotel

The purpose of this research is to know the implementation of service attributes and the benchmark of Front Office Department at Discovery Kartika Plaza Hotel to develop the services quality in front office department. The method of the data collection applied for this research are participant observation, interview, questionnaire, guests comment and documentation. This research used 30 respondents of front office staffs and the data was analyzed qualitative descriptively. The result of the study identified that, the implementation of service attributes in all sections in front office department is very good and all sections have score more than 4,0. The benchmark is Guest Service Agent with average score 4.95 or 20.89%. The lowest section is Telephone Operator with average score 4.43 or 18.69% because during working not care with SOP, not implement the service attribute so well, and the staffs have less knowledge on IT. The front office department should do the improvement and development on the service quality and the attitude of the staff. As the benchmark, the Gust Service Agent has done many ways to improve the service quality. The best way to improve the service quality, the hotel can use the benchmark as the standard to find the best strategy and technic how to improve and develop the service quality of the front office department at Discovery Kartika Plaza Hotel. The Guest Service Agent as the benchmark in front office department should be maintain their service as standard of the other sections to develop the service quality in the front office department at Discovery Kartika Plaza Hotel.

CLOUDSME

Presently, SMEs are finding it difficult to adopt cloud services for their businesses due to various service providers offering similar services. In addition, little work has been carried out in regards to the cloud services adoption process by SMEs. In this chapter, the authors propose CLOUDSME, a novel framework that aids in the adoption process of SaaS cloud services. Accordingly, they implement a decision support system, which includes an ontology of cloud services knowledge within the proposed framework. Analytical hierarchical process (AHP) is used to determine the weight of each cloud service attribute, and a benchmark is set to determine the acceptability of each cloud service based on its ability to meet the acceptable benchmark for each criteria. It can also help in a healthy competition to improve the quality of service among cloud service providers. The CLOUDSME semantic model will guide SME owners in answering user requirements towards decision making in the cloud service adoption process.