Abstract: Today, the working areas put forward the administration of change. In order to provide this; it is required from the organizations to be creative. Professional creativity in offices depends on an environment that enables the development of the organization only after the individual or collective exertions within the organization. By providing this environment, the organization will gain efficiency, productivity, and work pleasure. In order to bring up the workforce appropriate to the related expectations, the professional creativity of the office management and secretarial profession candidates should be evaluated, education programs appropriate to this and related directly with the service quality should be prepared and the future of this profession should be directed. The aim of this study is to ensure the attention to improve the prepared education program as well as the creative thoughts and their applications, when carrying out an office management and secretarial training. 144 students took place in this research and a questionnaire of 48 questions was carried out.
Abstract: The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
Abstract: The customer satisfaction for textile sector carries
great importance like the customer satisfaction for other sectors
carry. Especially, if it is considered that gaining new customers
create four times more costs than protecting existing customers from
leaving, it can be seen that the customer satisfaction plays a great
role for the firms. In this study the affecting independent variables of
customer satisfaction are chosen as brand image, perceived service
quality and perceived product quality. By these independent
variables, it is investigated that if any differences exist in perception
of customer satisfaction according to the Turkish textile consumers in
the view of gender. In data analysis of this research the SPSS
program is used.
Abstract: Service quality has become a centerpiece for airline companies in vying with one another and keeps their image in the minds of passengers. Many airlines have pushed service quality through service personalization which includes both ground and on board especially from the viewpoint of retaining satisfied passengers and attracting new ones. Besides those, in-flight meals/food service is another important aspect of the airline operation. The in flight meals/food services now are seen as part of marketing strategies in attracting business or leisure travelers. This study reports the outcomes of the investigation on in-flight meals/food attributes toward passengers- level of satisfaction and re-flying intention. Taste, freshness, appearance of in-flight meals/food served and menu choices are important to the airlines passengers especially for the long haul flight. Food not only contributes to the prediction of the airline passengers- levels of satisfaction but besides other factors slightly influence passengers- re- flying intention. Airline companies therefore should not ignore this element but take the opportunity to create more attractive and acceptable in-flight meals/food along with other matter as marketing tools in attracting passengers to re-flying with them.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue – despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.
Abstract: This paper applies fuzzy set theory to evaluate the
service quality of online auction. Service quality is a composition of
various criteria. Among them many intangible attributes are difficult
to measure. This characteristic introduces the obstacles for respondent
in replying to the survey. So as to overcome this problem, we
invite fuzzy set theory into the measurement of performance. By
using AHP in obtaining criteria and TOPSIS in ranking, we found
the most concerned dimension of service quality is Transaction
Safety Mechanism and the least is Charge Item. Regarding to the
most concerned attributes are information security, accuracy and
information.
Abstract: This work discusses an innovative methodology for
deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational
relationships. A House of Service Quality (HOSQ) matrix is built to
extract the desired improvement in the service quality characteristics
and to translate them into a hierarchy of important organizational
features. The Mean Square Error (MSE) criterion enables the
pinpointing of the few essential service quality characteristics to be
improved as well as selection of the vital organizational features. The
method was implemented in an engineering supply enterprise and
provides useful information on its vital service dimensions.
Abstract: Facility location problem involves locating a facility
to optimize some performance measures. Location of a public facility
to serve the community, such as a fire station, significantly affects its
service quality. Main objective in locating a fire station is to
minimize the response time, which is the time duration between
receiving a call and reaching the place of incident. In metropolitan
areas, fire vehicles need to cross highways and other traffic obstacles
through some obstacle-overcoming points which delay the response
time. In this paper, fire station location problem is analyzed.
Simulation models are developed for the location problems which
involve obstacles. Particular case problems are analyzed and the
results are presented.
Abstract: This paper describes an ongoing study into the quality of service provided by the Irish Revenue Commisioners- online tax filing and collection system. The Irish Revenue On-Line Service (ROS) site has won several awards. In this study, a version of the widely use SERVQUAL measuring instrument, adapted for use with online services, has been modified for the specific case of ROS. In this paper, the theory behind this instrument is set out, the particular problems of evaluating revenue collecting online are examined and the rationale for this approach is explained.
Abstract: Throughout the world, the Islamic way of banking and
financing is increasing. The same trend is also visible in Pakistan, where the Islamic banking sector is increasing in size and volume
each year. The question immediately arises as why the Pakistanis patronize the Islamic banking system? This study was carried out to
find whether following the Islamic rules in finance is the main factor for such selection or whether other factors such as customer service,
location, banking hour, physical facilities of the bank etc also have
importance. The study was carried by distributing questionnaire and
200 responses were collected from the clients of Islamic banks. The result showed that the service quality and other factors are as
important as following the Islamic rules for finance to retain old ustomers and catch new customers. The result is important and
Islamic banks can take actions accordingly to look after both the factors
Abstract: In the present Jordan hotels scenario, service quality is
a vital competitive policy to keep customer support and build great
base. Hotels are trying to win customer loyalty by providing enhanced
quality services. This paper attempts to examine the impact of tourism
service quality dimension in the Jordanian five star hotels. A total of
322 surveys were administrated to tourists who were staying at three
branches Marriott hotel in Jordan. The results show that dimensions of
service quality such as empathy, reliability, responsiveness and
tangibility significantly predict customer loyalty. Specifically, among
the dimension of tourism service quality, the most significant predictor
of customer loyalty is tangibility. This paper implies that five star
hotels in Jordan should also come forward and try their best to present
better tourism service quality to win back their customers- loyalty.
Abstract: This study proposes a conceptual model and
empirically tests the relationships between customers and librarians
(i.e. tangibles, responsiveness, assurance, reliability and empathy)
with a dependent variable (customer satisfaction) regarding library
services. The SERVQUAL instrument was administered to 100
respondents which comprises of staff and students at a public higher
learning institution in the Federal Territory of Labuan, Malaysia.
They were public university library users. Results revealed that all
service quality dimensions tested were significant and influenced
customer satisfaction of visitors to a public university library.
Assurance is the most important factor that influences customer
satisfaction with the services rendered by the librarian. It is
imperative for the library management to take note that the top five
service attributes that gained greatest attention from library visitors-
perspective includes employee willingness to help customers,
availability of customer representatives online for response to
queries, library staff actively and promptly provide services, signs in
the building are clear and library staff are friendly and courteous.
This study provides valuable results concerning the determinants of
the service quality and customer satisfaction of public university
library services from the users' perspective.
Abstract: Unified Theory of Acceptance and Use of Technology
(UTAUT) model has demonstrated the influencing factors for generic
information systems use such as tablet personal computer (TPC) and
mobile communication. However, in the context of digital library
system, there has been very little effort to determine factors affecting
the intention to use digital library based on the UTAUT model. This
paper investigates factors that are expected to influence the intention
of postgraduate students to use digital library based on modified
UTAUT model. The modified model comprises of constructs
represented by several latent variables, namely performance
expectancy (PE), effort expectancy (EE), information quality (IQ)
and service quality (SQ) and moderated by age, gender and
experience in using digital library. Results show that performance
expectancy, effort expectancy and information quality are positively
related to the intention to use digital library, while service quality is
negatively related to the intention to use digital library. Age and
gender have shown no evidence of any significant interactions, while
experience in using digital library significantly interacts with effort
expectancy and intention to use digital library. This has provided the
evidence of a moderating effect of experience in the intention to use
digital library. It is expected that this research will shed new lights
into research of acceptance and intention to use the library in a digital
environment.
Abstract: Nowadays, where most of the leading economies are
service oriented and e-business is being widely used for their
management, supply chain management has become one of the most
studied and practiced fields. Quality has an important role on today-s
business processes, so it is important to understand the impact of IT
service quality on the performance of supply chains. This paper will
start by analyzing the Supply Chain Operations Reference (SCOR)
model and each of its five activities: Plan, Source, Make, Delivery,
and Return. This article proposes a framework for analyzing Effect of
IT Service Quality on Supply Chain Performance. Using the
proposed framework, hypotheses are framed for the direct effect of IT
service quality on Supply Chain Performance and its indirect effect
through effective Supply Chain Management. The framework will be
validated empirically based on the surveys of executives of various
organizations and statistical analyses of the data collected.
Abstract: This paper applies fuzzy AHP to evaluate the service
quality of online auction. Service quality is a composition of various
criteria. Among them many intangible attributes are difficult to
measure. This characteristic introduces the obstacles for respondents
on reply in the survey. So as to overcome this problem, we invite
fuzzy set theory into the measurement of performance and use AHP in
obtaining criteria. We found the most concerned dimension of service
quality is Transaction Safety Mechanism and the least is Charge Item.
Other criteria such as information security, accuracy and information
are too vital.
Abstract: The objective of this study is to identify the factors
that influence the online purchasing loyalty for Thai herbal products.
Survey research is used to gather data from Thai herb online
merchants to assess factors that have impacts on enhancing loyalty.
Data were collected from 300 online customers who had experience
in online purchasing of Thai Herbal products. Prior experience
consists of data from previous usage of online herbs, herb purchase
and internet usage. E-Quality data consists of information quality,
system quality, service quality and the product quality of Thai herbal
products sold online. The results suggest that prior experience, Equality,
attitude toward purchase and trust in online merchant have
major impacts on loyalty. The good attitude and E-Quality of
purchasing Thai herbal product online are the most significant
determinants affecting loyalty.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue –despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.