Transforming Habits Into Loyalty--Improving User Experience in Bike-Sharing Systems

To evaluate the service quality of airlines scientifically and objectively and find out the problems and defects in the service of airlines, this paper applies the basic principles of service quality management. Based on the theory of five elements of service quality and the theory of service quality gap model of PZB group, this paper comprehensively analyzes the content of service quality evaluation from the perspective of customers, combined with the actual service quality of airlines. The factors that affect the service quality of airlines are formed into service quality evaluation indexes of airlines, and the weight values of all levels of indicators are calculated and defined by AHP. Through the questionnaire survey method, the customers provide weight to each index importance score, which improves the scientificity of the survey.

A patient's perception of the service provided by a health care provider is essential for the successful delivery of health care. This study examines the value created by community pharmacies-defined as perceived customer value-in the prescription drug market through varying elements of service quality. We develop a path model that describes the relationship between service elements and perceived customer value. We then analyze the effect of perceived customer value on customer satisfaction and loyalty. We use data obtained from 289 standardized interviews on respondents' prescription fill in the last six months in Germany. The service elements personal interaction (path coefficient: 0.31), physical aspect (0.12), store policy (0.24), and availability (0.1) have a positive significant effect on perceived customer value. Consultation and reliability have no significant influence. We further find a strong positive interdependency between perceived customer value, customer satisfaction (0.75), and customer loyalty (0.71). Thus, pharmacies may enhance customer satisfaction and loyalty if they consider the customer perspective and focus on the relevant service elements. To enhance benefit, personal interaction appears to be most important to address appropriately.

This study aims to determine the perception of corporate taxpayers on the Quality of Service Tax on the Tax Office Madya Malang and to determine the effect of physical evidence, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, and ability to understand customers simultaneously and partially to the satisfaction of corporate taxpayers in KPP Madya Malang. To achieve these goals, used Important Performance Analysis to determine the perception of corporate taxpayers and multiple linear regression analysis is used to determine the effect of service quality on taxpayer satisfaction. Results of the analysis results Important Performance Analysis concluded that the elements of service quality is considered very important by the taxpayer that is physical evidence, competence, access, communication and the ability to understand the customer, the customer has not been implemented as expected, so it was disappointing corporate taxpayers. The elements of the quality of service that courtesy, credibility and security have been successfully implemented KPP Madya Malang and become something that is expected by the taxpayer. The element of quality of service that is the reliability and responsiveness are considered less important for corporate taxpayers and performance of KPP Madya Malang also low. There is a significant effect simultaneously variable physical evidence, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, ability to understand customer satisfaction corporate taxpayers. This means that the level of satisfaction taxpayer depends on the level of service quality, the higher the quality of service, the higher taxpayer satisfaction. Conversely, the lower the quality of service will get low taxpayer satisfaction. Partially, physical evidence, reliability, competence, courtesy, access, communication, and the ability to understand customers is partially a significant impact on taxpayer satisfaction. While Responsiveness, credibility and security does not have a significant influence on taxpayer satisfaction. Keywords : Service Quality, Physical Evidence, Reliability, Responsiveness, Competence, Courtesy, Credibility, Security, Access, Communication, Ability To Understand Customer, Satisfaction Corporate Taxpayers JEL Classification : H20, H21

This study investigates the impact of artificial intelligence (AI) and employee service quality on customer satisfaction, engagement, and loyalty in the hotel industry. The research focuses on the customer perspective and specifically examines the experiences of departing guests who have encountered both AI and employee services in surveyed hotels in China. The results reveal that AI and employee service quality significantly contribute to overall service quality assessment, customer satisfaction, engagement, and loyalty. However, specific dimensions of service quality have a more pronounced effect on the outcomes of interest. More so, some dimensions of AI service quality also have a pronounced effect on outcomes of interest. This study enriches the existing research on AI and customer-related outcomes (satisfaction, engagement, and loyalty), offering valuable insights for hotel management on synergizing AI and employee service to obtain a competitive advantage and favorable customer behaviors. KEYWORDS: Artificial intelligence, employee service quality, customer satisfaction, customer loyalty, customer engagement

Minding the competition: The drivers for multichannel service quality in fashion retailing

In today's competitive world, without a doubt the most important assets of any organization customers from manufacturing, or services are considered. Customer care and satisfaction is what he is, that is to compete at the global level. Large investment banks to diversify products and services, and improve the quality and good will doing service, all with the aim to satisfy existing customers and new customers is to prevent deterioration. This study examines the factors affecting customer satisfaction, the state banking "service system, and conduct exchange", based on the model's Systra. For this reason, in this study used a questionnaire that, among 384 clients of the Keshavarzi Bank of Kermanshah, randomly distributed. By three professors of validity, and reliability with Cronbach's Alpha was 0.764. Methods Descriptive is a survey. The period under review, is the first half of 2015. T-test to test hypotheses, and the Friedman test for the factors affecting customer satisfaction, the status of banking services, from the perspective of the customer. Results 4-1 hypothesis that the influence of four factors (The quality of service system, the quality of service devices, the accuracy of the exchange service, the quality of treatment services), customers using electronic banking services, Keshavarzi banks, to confirm. In H5 most important factors on the situation of banking services, customer satisfaction, from the perspective of customers, service system, is. DOI: 10.5901/mjss.2015.v6n5s2p522

Purpose Consumer purchasing behaviour has changed substantially in the light of recent developments in E-commerce. So-called “multichannel customers” tend to switch retail channels during the purchasing process. In order to address changing consumer behaviour, multichannel fashion retailing companies must continue to learn how to provide excellent service to such customers. The purpose of this paper is to contribute to the interpretation of multichannel service quality by explaining it from the perspective of the so-called “multichannel customers”. Design/methodology/approach Drawing on social influence theory, this paper aims to investigate these issues from the perspective of multichannel customers. In contrast with dualist and objectivist studies, this paper uses a constructivist epistemology and ethnographic methodology. Such an approach is associated with an interpretivist ontological worldview, which postulates the existence of “multiple realities”. The sample size for this research consisted of 34 in-depth interviews and 2 focus groups comprising 10 focus group participants. Findings The data analysis fundamentally found that multichannel customers tended to continually adjust choices regarding retailer and retail ckhannel when making purchases. The perspective of this paper is different from mainstream positivist service quality research which sees service quality as static, objectively measurable and dualistic. As an alternative, this paper acknowledges service quality as a dynamic, subjective and pluralistic phenomenon. Originality/value This paper contributes to the interpretation of multichannel service quality with a new concept that explains the phenomenon from the perspective of customers and thus considers it necessary for multichannel retailers to adopt strategies relating to customers’ changing behaviour.

The purpose of our research is to derive critical service quality elements in golf course based on SERVQUAL using Kano model and Timko's better and worse coefficients. To achieve the research purpose, this study employs a field survey of golf course customer and conduct an empirical method utilizing the evidence from 380 respondents. Our results show that total 20 items are classified into 5 attractive quality elements, 4 must-be quality elements, 8 one-dimensional elements, and 3 indifferent quality elements except reverse quality elements. In addition, the findings present that service encounter management including service staffs and caddies has the highest better coefficient, and the worse coefficient of the safety of golf course is the lowest. We believe that practitioners are able to establish strategic guidance based on the results of this research, providing useful implications to improve the service quality and prioritize investments in golf course.

Public opinion regarding the quality of public organization services is an interesting issue in recent years, especially after the many complaints from the public that states that it is not as expected by the community. One of the services available at the LLDIKTI office is the management of functional Lecturer and other functional staff. The purpose of this study was to determine the quality of management services of functional position, determine the suitability of service user expectations with the performance of functional position management services and determine priority policies that can be applied in improving the quality of functional position management services in LLDIKTI Region VIII. The number of samples from the population determined by the Krejcie and Morgan table was 357 people. The data analysis technique used is the validity test, reliability test, calculating the value of the community satisfaction survey (SKM), and the Importance Performance Analysis (IPA) Analysis. The results of this study shows the level of satisfaction using the community satisfaction survey (SKM) included in the quality of service B with a score of 82.24 with the GOOD category. Conformity level is the average of the score of the implementation level and the average score of the importance level is 93.89%. Based on the results of the Cartesian diagram, the element of service quality that needs to be prioritized for improvement in its implementation is the element of item suitability with the type of service, clarity of flow in service procedures and clarity of information about service procedures. Suggestions that can be given are an increase in the clarity of information on the management of functional positions can be done by increasing the use of the web and the user data-based notification system

The purpose of this study is to identify the main factors that influence the quality of the car rental service in Brazil, from the perspective of customers. It is the first time that the main factors for the quality of the car rental service have been investigated considering the perspective of Brazilian customers. We adopted a survey based on a questionnaire. The results were analyzed using the binary logistic regression model. The main factors for the quality were: the company offers local maps and tourist information along with the car (odds ratio = 1.56); the company has cars adapted for people with special needs (odds ratio = 1.39); the company supplies cars with a choice of steering (odds ratio = 1.568); the company has employees that are well dressed and look good (odds ratio = 1.58); the company makes all tools and documents available (odds ratio = 1.75); and the company offers compensation if inconveniences arise for customers (odds ratio = 1.51). This study shows how companies can direct their efforts to reduce complaints and improve the satisfaction and quality of the car rental service in Brazil.

Banking business behavior must pay attention to the influence of service quality and product quality. Service quality plays an important role in the success of a company to be able to compete which will later create customer satisfaction value. Customer satisfaction will be a guideline to direct the entire organization towards meeting customer needs so that it becomes a source of sustainable competitive advantage. From a customer perspective, many complaints about services and facilities and slow employee service affect customer satisfaction with a product or service. If the company does not anticipate it well, it will backfire on the company itself. The theories used in this research are service quality theory, product quality theory and customer satisfaction theory. There are five indicators that influence service quality, there are six indicators that influence product quality, and there are three indicators that influence customer satisfaction. The method used in this research is Non Probability sampling by collecting data through questionnaires distributed to 100 respondents who are Bank Mandiri customers in Jakarta City. To determine the sample, the method used was Non Probability sampling with Incidental sampling technique. The measuring instruments used in this research are validity tests, reliability tests, arithmetic averages, percentage analysis, scale ranges, classical assumption tests, and multiple regression analysis. The tool used for analysis is SPSS 26. The results of this study indicate that service quality and product quality have a positive and significant effect on customer satisfaction at Bank Mandiri in Jakarta Kota.

National health insurance policy wich enacted on January 1st 2014 give increase impact in society needs of health care, but it didn’t accompany by readiness of primary health care infrastucture and human resources to balance the increase of healnth needs. This condition will impavt on the quality of health services, received by consument. By then researcher got interested in knowing and analyzing the quality of health service at 24 hour health care in bandung after implementation of health insurance. The aim of this researches is to know the quality of services of out patient at the public health care in bandung with servqual methode. Discrepency analysis of five services dimentions such as tangibles, responsiveness, reliability, assurance, and empathy. Teh type of this experimental study is descriptive analysis quantitative methode. The method that we use in this study is survey method is cross sectional method. We use slovin formula to find a number of responder with stratified proporsional random sampling for each public health care. Than we continue to performed patient expectation analysis, public health care performance, expected services discrepancy and the services that was received by the patient to service quality and positioning of quality of public health care service with importance performance analysis in cartesius diagram. The outcome is obtained that the service satisfaction from customer perspective is good with the highest value of satisfaction variable is responsiveness, with the value of 82.8%. assurance dimention with the value 73,7%, reliability with thw value of 79,1% and empathy with the value of 73,7% meanwhile for dimentions which stand at the category of enough is the tangible dimention with thw value of 67,8% analysis outcome for the discrepancy happens on tangible variable with the score of two on moderate descrapency. Empathy, reliability, responsiveness, and assurance dimentions with the scroe of one on low descrepancy. In general the quality of health service at 24 hour primary health care stands on the category of good.

Introduction : The success measurement of management application in an organization or company can be seen from the company or organization’s productivity. Customer perspective used to measure productivity is by looking patients’ satisfaction by measuring importance and performance matrices and customers growth. Objectives: To identify the performance achievement in UMM Medical Center (UMC) pharmacy, by measuring the customers perspectives. Methods : This research is using the research design of non experimental case study, descriptive analysis of the data obtained. Data were gathered retrospectively and prospectively. Retrospective data to figure the customers growth, as for prospective data to find out the customer satisfaction by importance and performance matrix. Results : Results indicated that: a) customers are not satisfied by the service in the pharmacy indicated by total servqual values of -0,227, b) dimensions of tangibles, reliability, responsiveness, and assurance currently are meeting the expectations of the customers and make customers feel satisfied towards the quality of service, c) there is no increase of Customer growth (0%) during year 2014 and 2015. Conclusion : The productivity improvement efforts of Pharmacy in UMC from customers perspective are not achieved optimally, the productivity improvement is needed.

The study is conducted on customers of banks in Pakistan to find out whether service quality is an antecedent of customer satisfaction. The study also provides the comparative analysis of four alternative extended versions of service quality models namely SERVQUAL, Weighted SERVQUAL, SERVPERF, and Weighted SERVPERF. The quantitative analysis has been conducted and to form the sample for the study, self-administered questionnaires have been distributed and responded to by 500 customers of Pakistani commercial banks. The data was analyzed on four alternative service quality models concerning customers’ opinions regarding service quality expectations, perceptions, and importance, and their impact on customer satisfaction and further efficacy of these alternative models have been compared. The comparative analysis of four alternative service quality models has been carried out by applying construct validity, reliability, uni-dimensionality, and model fit indices on service quality variables revealing that all four service quality models fulfilled the requirement of validity, reliability, and goodness of fit as well as the models significantly and positively impact the customer satisfaction, however, the superiority and higher effectiveness of the Weighted SERVPERF model over the other three service quality models have been established. The mean-based ranking of four alternative service quality models has been attempted and further analysis of banks' high and low-performing variables from a customer perspective was performed. In the Weighted SERVPERF model, the tangible, reliability, and responsiveness variables were established as high-performing, whereas empathy and assurance variables were established as low-performing variables. The bank management should enhance customer satisfaction by improving service quality with a more focused approach as provided in this study.

The purpose of this paper is to evaluate and compare the service quality in the public sector and private sector banks with special reference to SBI and ICICI bank in the Agra region, based on customers’ perception and their expectations regarding service quality. This is an analytical study based mainly on the primary data collected. A questionnaire used in this study is limited to sample of 150 respondents of SBI and ICICI in the Agra region, chosen on a convenient basis. The measurements used were based on widely accepted SERVQUAL model (Parasuraman et. al. 1985, 1988, 1991). A descriptive statistical analysis (combined mean, combined s.d. and z test) was used to compare the level of service quality of Public sector bank (SBI) and private sector bank (ICICI) from customer's perspective. This study examined the service quality gap by comparing customer's expectations and their actual perceptions of both the banks. The result reveals that there is significant difference between the customer's service quality perception towards SBI and ICICI. In order to achieving higher levels of quality service in retail banking, banks should deliver higher levels of service quality and in the present context customers’ perceptions are quite higher than customer's expectations in public sector bank i.e., SBI. Owing to the increasing competition between public and private sector banks, customer service is an important part and bankers of public sector should be rethinking how to improve customer satisfaction with respect to their service quality. This paper makes a useful contribution given that there are only a few studies dealing with the assessment of service quality in the banking environment of Agra region.