Abstract: This contribution is focused on the methodology for
identifying levels of quality and improving quality through new
logistics model in railway transport. It is oriented on the application
of dynamic quality models, which represent an innovative method of
evaluation quality services. Through this conception, time factor,
expected, and perceived quality in each moment of the transportation
process within logistics chain can be taken into account. Various
models describe the improvement of the quality which emphases the
time factor throughout the whole transportation logistics chain.
Quality of services in railway transport can be determined by the
existing level of service quality, by detecting the causes of
dissatisfaction employees but also customers, to uncover strengths
and weaknesses. This new logistics model is able to recognize critical
processes in logistic chain. It includes service quality rating that must
respect its specific properties, which are unrepeatability,
impalpability, their use right at the time they are provided and
particularly changeability, which is significant factor in the
conditions of rail transport as well. These peculiarities influence the
quality of service regarding the constantly increasing requirements
and that result in new ways of finding progressive attitudes towards
the service quality rating.
Abstract: This paper develops and investigates a framework for
the assessment of customer involvement in the service design process
of result oriented product-service systems in order to improve the
service offering in a business-to-business (B2B) context. The
framework comprises five main criteria and fifteen sub-criteria that
contribute to customer involvement in a hierarchy using a maturity
grid to highlight the strengths and weaknesses for each criterion. To
develop the customer involvement framework, an extensive literature
review related to service design, result oriented product-service
system (PSS) and customer involvement in service design was
carried out. Key factors that significantly influence customer
involvement from industry and literature were identified to develop
the framework. A major contribution of the developed framework
includes a hierarchy of appropriate criteria for assessing customer
involvement in the service design process within results oriented
PSS; the definition of four maturity levels which are suitable to
describe the whole spectrum of customer involvement in the service
design process; and finally, The paper concludes by enabling service
providers to: take proactive decisions; screen and evaluate new
services; improve perceived service quality; and provide barriers
against imitation.
Abstract: Structural Equation Modeling (SEM) was used to test
a hypothesized model explaining Malaysian hypermarket customers’
perceptions of brand trust (BT), customer perceived value (CPV) and
perceived service quality (PSQ) on building their brand loyalty
(CBL) and generating positive word-of-mouth communication
(WOM). Self-administered questionnaires were used to collect data
from 374 Malaysian hypermarket customers from Mydin, Tesco,
Aeon Big and Giant in Kuala Lumpur, a metropolitan city of
Malaysia. The data strongly supported the model exhibiting that BT,
CPV and PSQ are prerequisite factors in building customer brand
loyalty, while PSQ has the strongest effect on prediction of customer
brand loyalty compared to other factors. Besides, the present study
suggests the effect of the aforementioned factors via customer brand
loyalty strongly contributes to generate positive word of mouth
communication.
Abstract: This study examines several critical dimensions of eservice
quality overlooked in the existing literature and proposes a
model and instrument framework for measuring customer perceived
e-service quality in the banking sector. The initial design was derived
from a pool of instrument dimensions and their items from the
existing literature review by content analysis. Based on focused
group discussion, nine dimensions were extracted. An exploratory
factor analysis approach was applied to data from a survey of 323
respondents. The instrument has been designed specifically for the
banking sector. Research data was collected from bank customers
who use electronic banking in a developing economy. A nine-factor
instrument has been proposed to measure the e-service quality. The
instrument has been checked for reliability. The validity and sample
place limited the applicability of the instrument across economies and
service categories. Future research must be conducted to check the
validity. This instrument can help bankers in developing economies
like India to measure the e-service quality and make improvements.
The present study offers a systematic procedure that provides insights
on to the conceptual and empirical comprehension of customer
perceived e-service quality and its constituents.
Abstract: Femtocells are regarded as a milestone for next
generation cellular networks. As femtocells are deployed in an
unplanned manner, there is a chance of assigning same resource to
neighboring femtocells. This scenario may induce co-channel
interference and may seriously affect the service quality of
neighboring femtocells. In addition, the dominant transmit power of a
femtocell will induce co-tier interference to neighboring femtocells.
Thus to jointly handle co-tier and co-channel interference, we
propose an interference-free power and resource block allocation
(IFPRBA) algorithm for closely located, closed access femtocells.
Based on neighboring list, inter-femto-base station distance and
uplink noise power, the IFPRBA algorithm assigns non-interfering
power and resource to femtocells. The IFPRBA algorithm also
guarantees the quality of service to femtouser based on the
knowledge of resource requirement, connection type, and the
tolerable delay budget. Simulation result shows that the interference
power experienced in IFPRBA algorithm is below the tolerable
interference power and hence the overall service success ratio, PRB
efficiency and network throughput are maximum when compared to
conventional resource allocation framework for femtocell (RAFF)
algorithm.
Abstract: E-service quality plays a significant role to achieve
success or failure in any organization, offering services online. It will
increase the competition among the organizations, to attract the
customers on the basis of the quality of service provided by the
organization. Better e-service quality will enhance the relationship
with customers and their satisfaction. So the measurement of eservice
quality is very important but it is a complex process due to
the complex nature of services. Literature predicts that there is a lack
of universal definition of e-service quality. The e-service quality
measures in banking have great importance in achieving high
customer base. This paper proposes a conceptual model for
measuring e-service quality in Indian Banking Industry. Nine
dimensions reliability, ease of use, personalization, security and trust,
website aesthetic, responsiveness, contact and fulfillment had been
identified. The results of this paper may help to develop a proper
scale to measure the e-service quality in Indian Banking Industry,
which may assist to maintain and improve the performance and
effectiveness of e-service quality to retain customers.
Abstract: In the second decade of the XXI century the role of
tourism destination attractiveness is becoming increasingly important
for destination management. Competition in tourism market moves
from ordinary service quality to provision of unforgettable emotional
experience for tourists. The main purpose of the present study is to
identify the perception of the tourism destinations based on the
number of factors related to its tourist attractiveness.
The content analysis method was used to analyze the on-line
tourist feedback data immensely available in Social Media and in
travel related sites. The collected data made it possible to procure the
information which is necessary to understand the perceived
attractiveness of the destinations and key destination appeal factors
that are important for Russian leisure travelers.
Results of the present study demonstrate key attractiveness factors
or destination ‘properties’ that were unveiled as the most important
for Russian leisure tourists. The study targeted five main Spanish
tourism destinations that initially were determined by in-depth
interview with a number of Russian nationals who had visited Spain
at least once.
The research results can be useful for Spanish Tourism
Organization Representation office in Russia as well as for the other
national tourism organizations in order to promote their respective
destinations for Russian travelers focusing on main attractiveness
factors identified in this study.
Abstract: This research paper aimed to identify determinants of airline service quality on passengers’ repeated purchase of service. The population of this study was Thai passengers flying domestic flights with Thai Airways, making a total of 300 samples. These 300 samples participated in this research by answering a collection of questions by means of a questionnaire. An analysis of means score and multiple regression revealed that perceived service quality for tangible elements, reliability, responsiveness, assurance and empathy had determined repeated purchase of flight service of the passengers at a high level. Moreover, reliability and responsiveness factors could predict the passengers’ repeated purchase of flight service at the percentage of 30.6. The findings gave a signal that Thai Airways may consider a development of route network and fleet strategy as well as an establishment of aircraft and seat qualification to meet passengers’ needs and requirements. Passengers’ level of satisfaction could also be maximized by offering service value through various kinds of special deals and programs, whereas value- added pricing strategy should be considered in order to differentiate from and beat other leading airline competitors.
Abstract: This survey research aims to study the standard of service quality of food and beverage service staffs in hotel business by studying the service standard of three sample hotels, Siam Kempinski Hotel Bangkok, Four Seasons Resort Chiang Mai, and Banyan Tree Phuket. In order to find the international service standard of food and beverage service, triangular research, i.e. quantitative, qualitative, and survey were employed. In this research, questionnaires and in-depth interview were used for getting the information on the sequences and method of services. There were three parts of modified questionnaires to measure service quality and guest’s satisfaction including service facilities, attentiveness, responsibility, reliability, and circumspection. This study used sample random sampling to derive subjects with the return rate of the questionnaires was 70% or 280. Data were analyzed by SPSS to find arithmetic mean, SD, percentage, and comparison by t-test and One-way ANOVA. The results revealed that the service quality of the three hotels were in the international level which could create high satisfaction to the international customers. Recommendations for research implementations were to maintain the area of good service quality, and to improve some dimensions of service quality such as reliability. Training in service standard, product knowledge, and new technology for employees should be provided. Furthermore, in order to develop the service quality of the industry, training collaboration between hotel organization and educational institutions in food and beverage service should be considered.
Abstract: The aim of this paper is to use an experiential view of wine tourism to develop a battery of items that can potentially capture the overall Douro Valley experience from the tourist’s perspective. The Douro Valley, a UNESCO World Heritage region located in Portugal, was the target of this study. The research took a mixed approach using both qualitative and quantitative designs. Firstly, we combine the literature review on service quality scales with a content analysis of five in-depth interviews with winery managers and a focus group with wine tourists to identify the main dimensions of the overall tourism experience and to develop a battery of items for each dimension. Eight dimensions of the overall wine tourism experience came out, as follows: winery service and staff, winery facilities, winery service, wine product, wine region environment, wine region accessibilities, wine region´s offerings, and the wine region and winery reputation.
Abstract: Coverage and capacity performance in a cellular network determines the system potentials. If the coverage radius is limited, end users suffer poor service quality, if the system capacity reduces, fewer subscribers will be accommodated. This paper investigated the performance effects of the noise rise caused by the spurious emission from a co-located jammer involving downlink frequency of CDMA2000 and uplink frequency of WCDMA operating at 1.9GHz. Measurements were carried out to evaluate the impact on the coverage radius and the system capacity.
Abstract: The service quality is a significant element in aviation industry especially in the international airports. Through this paper, the researchers built a model based on Lean six sigma methodologies and applied it in the departure area at KKIA (King Khalid International Airport) in order to assess it. This model characterized with many special features that can become over the cultural differences in aviation industry since it is considered the most critical circumstance in this field. Applying the model of this study is depending on following the DMAIC procedure systemized in lean thinking aspects. This model of Lean-six-sigma as a managerial procedure is mostly focused on the change management culture that requires high level of planning, organizing, modifying, and controlling in order to benefit from strengths as well as revoke weaknesses.
Abstract: The study aims to determine which factors account for customer satisfaction and to investigate the relationship between entrepreneurial orientation and business success, in particular, context of the information understanding of hostel business in Pranakorn district, Bangkok and the significant element of entrepreneurship in tourism industry. This study covers 352 hostels customers and 61 hostel owners/managers nearby Khao San road. Data collection methods were used by survey questionnaire and a series of hypotheses were developed from services marketing literature. The findings suggest the customer satisfaction most influenced by image, service quality, room quality and price accordingly. Furthermore the findings revealed that significant relationships exist between entrepreneurial orientation and business success; while competitive aggressiveness was found unrelated. The ECSI model’s generic measuring customer satisfaction was found partially mediate the business success. A reconsideration of other variables applicable should be supported with the model of hostel business. The study provides context and overall view of hostel business while discussing from the entrepreneurial orientation to customer satisfaction, thereby reducing decision risk on hostel investment.
Abstract: Service quality is the highest requirement by users,
especially for the service in electronic government. During the past
decades, it has become a major area of academic investigation.
Considering this issue, there are a lot of researches that evaluated the
dimensions and e-service contexts. This study also identified the
dimensions of service quality, but focuses on a new concept and
provides a new methodology in developing measurement scales of
e-service quality such as information quality, service quality and
organization quality. Finally, this study will suggest a key factor to
evaluate e-government service quality better.
Abstract: The present research study analyses the students’ satisfaction with university performance regarding the reliability dimension, ability of professors and staff to perform the promised services with quality to students in the post-graduate courses offered by Sri Venkateswara University in India. The research is done with the notion that the student compares the perceived performance with prior expectations. Customer satisfaction is seen as the outcome of this comparison. The sample respondents were administered with schedule based on stratified random technique for this study. Statistical techniques such as factor analysis, t-test and correlation analysis were used to accomplish the respective objectives of the study.
Abstract: The clinical laboratory has received considerable recognition globally due to the rapid development of advanced technology, economic demands and its role in a patient’s treatment cycle. Although various cross-domain experiments and practices with respect to clinical laboratory projects are ready for the full swing, the customer needs are still ambiguous and debatable. The purpose of this study is to apply Kano’s model and customer satisfaction matrix to categorize service quality attributes in order to see how well these attributes are able to satisfy customer needs. The result reveals that ten of the 26 service quality attributes have greater impacts on highly increasing customer’s satisfaction and should be taken in consideration firstly.
Abstract: The objectives of this research paper were to study the expectation and satisfaction of tourists in five tourism service quality dimensions, namely, website quality, service ability, trust ability, customer empathy, and responsiveness to customer and also to study the influences of satisfaction affecting loyalty toward quality service of the online tourism enterprises located in Bangkok Thailand. This research utilized both quantitative and qualitative research methods. In terms of quantitative method, a questionnaire was used as a tool to collect data from 400 tourists who were using in online travel services. Statistics analysis included descriptive statistics, t-test and Multiple Regression Analysis. In terms of qualitative analysis, an in-depth interview and content analysis were used along with 10 individual management levels of e-commerce enterprises.
The results revealed that the respondents had higher expectations than their level of satisfaction in all five categories. However, the respondents were more satisfied with online travel services than without online service. The demographic factors such as gender and age had no influence on the level of satisfaction whereas the demographic factors of education, occupation, and income had influenced the level of satisfaction. The test results also indicated that the level of satisfaction from responsiveness to customer had the highest influence on the loyalty of tourists who used online travel. The level of satisfaction from customer empathy had the highest influence on the tourists to recommend others to use online travel services. Also, the level of satisfaction from service ability had the highest influence on tourists to take an actual trip.
Abstract: Knowledge is increasingly recognised in this, the
knowledge era, as a strategic resource, by public sector organisations,
in view of the public sector reform initiatives. People and knowledge
play a vital role in attaining improved organisational performance
and high service quality. Many government departments in the public
sector have started to realise the importance of knowledge
management in streamlining their operations and processes. This
study focused on knowledge management in the public healthcare
service organisations, where the concept of service provider
competitiveness pales to insignificance, considering the huge
challenges emanating from the healthcare and public sector reforms.
Many government departments are faced with challenges of
improving organisational performance and service delivery,
improving accountability, making informed decisions, capturing the
knowledge of the aging workforce, and enhancing partnerships with
stakeholders.
The purpose of this paper is to examine the knowledge
management practices of the Gauteng Department of Health in South
Africa, in order to understand how knowledge management practices
influence improvement in organisational performance and healthcare
service delivery. This issue is explored through a review of literature
on dominant views on knowledge management and healthcare service
delivery, as well as results of interviews with, and questionnaire
responses from, the general staff of the Gauteng Department of
Health. Web-based questionnaires, face-to-face interviews and
organisational documents were used to collect data. The data were
analysed using both the quantitative and qualitative methods. The
central question investigated was: To what extent can the conditions
required for successful knowledge management be observed, in order
to improve organisational performance and healthcare service
delivery in the Gauteng Department of Health.
The findings showed that the elements of knowledge management
capabilities investigated in this study, namely knowledge creation,
knowledge sharing and knowledge application, have a positive,
significant relationship with all measures of organisational
performance and healthcare service delivery. These findings thus
indicate that by employing knowledge management principles, the
Gauteng Department of Health could improve its ability to achieve its
operational goals and objectives, and solve organisational and
healthcare challenges, thereby improving organisational performance
and enhancing healthcare service delivery in Gauteng.
Abstract: Customer audits are generally used to ensure customer
that supplier is continuously able to meet his requirements while
supplying him required products and services. However, customer
audits can be considered as a very useful quality control tool for
suppliers as well. In our paper, we analyzed the process of customer
audits realized in Czech companies from both perspectives: a
supplier´s viewpoint and customer´s viewpoint. At the end, we tried
to emphasize some areas that should not be omitted during the audit
process.
Abstract: This paper presents a case study that uses processoriented
simulation to identify bottlenecks in the service delivery
system in an emergency department of a hospital in the United Arab
Emirates. Using results of the simulation, response surface models
were developed to explain patient waiting time and the total time
patients spend in the hospital system. Results of the study could be
used as a service improvement tool to help hospital management in
improving patient throughput and service quality in the hospital
system.