A gap analysis model for improving airport service quality

Currently, Thailand implemented the project Thailand 4.0 essentially highlighted on better performance on human resource as well as an information technology management. However, service quality is the key to create the business differentiation as well as to elevate a superior level of market competitiveness. The aviation industry is one of the most intense competitive industry, therefore, passengers’ satisfaction on airport service quality and its’ efficient facility management is the most important factor that can create business differentiation and influenced a sustainable industry accordingly. This paper seeks to investigate the (1) factors that affect service quality and (2) passengers’ satisfaction of Suvarnabhumi airport in Thailand 4.0 era. Where the concept of Importance-Performance Analysis (IPA) has been implemented in this research, the results show that passenger’s expectation on service quality was higher than the services that passengers received in many areas. However, from 150 questionnaires that have been released, the research results indicated that most of the respondents placed the highest satisfaction on the quality of internet and wireless connectivity service as the top priority at Suvarnabhumi Airport, whereas the lowest satisfaction is placed on the service quality of an immigration process where the effectiveness of human resources management is the key element affecting the service quality. Moreover, there is a recommendation on the self-check-in-counter and the processing of this service that needs to be modernized and promote passengers to use this technology widely. Hence, to enhance the airport service quality toward Thailand 4.0, the technology should be taken into account at every level to increase passengers’ satisfaction throughout the passenger’s arrival, departure and transit process accordingly.

A majority of companies are involved in the planning and execution of projects. The number of projects that companies need to evaluate has significantly increased in recent years. This trend has various causes, such as the digitalization of corporate processes, diversification, or strategic positioning in the face of ever-changing market conditions. The characterization of projects into mandatory and optional, as well as the evaluation of these projects, can be conducted based on various mixed criteria, which may include both cost and benefit criteria. The limited resources of companies necessitate a critical assessment of projects. They must be ranked based on realistic and plausible criteria regarding their benefits and objectives of the company. In the literature, various approaches to project evaluation exist. Examples include financial assessment, the utilization of evaluation models considering risks, or even multi-criteria models that incorporate different aspects of projects into the evaluation process. We propose a robust, scalable, and easily calibrated multi-criteria evaluation model for project evaluation and ranking, encompassing evaluation criteria such as financial criteria measured by Net Present Value (NPV), Risk, Classification, Priority, Strategy, and Sustainability. To achieve this goal, the Technique for Order of Preference by Similarity to Ideal Solution with multi type projects multi mixed cost and benefit criteria (TOPSIS-MTPMMCBC) is employed. The model is adapted to evaluate and rank optional and mandatory projects. An important feature of the projects in this study is that the criteria values of the projects can have negative or positive values. Particularly noteworthy is the increasing significance of sustainability as a key criterion for businesses, driven by political mandates. Consequently, a decision based on the criterion of sustainability will be important in the future and is implemented in the proposed model. The proposed research can be adapted to use a variety of Key Performance Indicators (KPIs) as multiple decision criteria. An objective calculation of the criteria weights for sample dataset was carried out using the CRITIC method, followed by a sensitivity analysis. Subsequently, the optimization of the project portfolio was carried out by combining an integer programming model with the proposed TOPSIS-MTPMMCBC method. An initial solution of project evaluation and ranking is conducted to demonstrate the applications.

This study investigated quality service delivery in higher education based on students' perspectives. The study aimed to determine whether students' expectations of service quality in higher education significantly differed from what they experienced and whether their experience of service quality predicted their satisfaction and loyalty. Four hundred and twenty first-year students were sampled from two public universities to participate in the study. The data gathering instrument used in the study was the students' evaluation of service quality questionnaire. Analysis was done using descriptive statistics and structural equation modeling techniques. Results showed that the average mean score of prior expectations of university service quality was significantly higher than the average mean score of experience, suggesting that what students expected of university service quality was higher than what they experienced. The results also indicated that students' experiences of service quality had a significant direct effect on their satisfaction levels. Students' levels of satisfaction in turn significantly and positively predicted their loyalty. The results further indicated that students' service quality experience had an indirect (mediated by satisfaction) significant and positive effect on loyalty. Higher education authorities are encouraged to improve service quality, which is a critical way to enhance students' satisfaction and, for that matter, their loyalty and stay intentions.

Multicriteria evaluation of the quality of service of informal public transport: An empirical evidence from Ibadan, Nigeria

Customer perception of service quality is crucial to observe and valuable for organizations. The study aims to explore customer perception of service quality in the competitive market of the UAE, where all retail suppliers provide a similar product range and quality to their customers. This study examined the service quality of the semi-government retail sector as perceived by their experienced customers. This study assessed the service quality by recording the customers’ responses on the multiple themes and sub-themes analyzed through the literature. The study recorded the customers’ experience in 2 phases of interviews- semi-structured interviews and a focus group discussion through pre-designed questionnaires with the assistance of previous research. The themes used for investigation are: Performance divided in the sub-themes of functional, technical and technological performance attributes; Perceived Service quality; Expected Service Quality; Perceived Service Gap; and customers’ satisfaction with the interconnections of post-purchase behaviour of Brand Loyalty; Repurchase Intentions; and a positive Word of Mouth. Thematic analysis is used to analyse the service quality through the emergent data collected from the semi-government retail stores of the UAE. The investigation revealed that customers in the retail sector place higher value on the performance attributes associated with selected stores. These attributes encompass physical, social, technical, and interactive features of the stores' services, influencing their perceived service quality. This analysis helps identify gaps that can be addressed by the management of semi-government stores in the UAE to enhance customer satisfaction.

Service is an activity that is interactive between communities that aims to provide satisfaction and comfort. To achieve this goal, it is necessary to improve the quality and quality of services as well as in the Hajj registration service. The purpose of this study was to analyze the level of satisfaction with Hajj Registration Services using the Fuzzy Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The data collection technique in this study used 100 questionnaires. The statement items used refer to the dimensions of service quality, namely reliability, responsiveness, assurance, empathy and physical evidence and the methods used to analyze are service quality (servqual) and Importance Performance Analysis (IPA). The servqual method will measure the service quality of each dimension so that the gap value is obtained which is the difference between expectations and reality received by the registrant. The servqual method is then integrated with Importance Performance Analysis to classify certain service quality attributes. The results showed that the Hajj registrants were not satisfied with the quality of services provided by the Ministry of Religion in Kabupaten Bogor by showing a negative servqual score. Based on the results of the IPA, there are 9 attributes that are in quadrant B and quadrant C, 3 attributes that are in quadrant D and none of them are in quadrant A. Therefore, improving service quality needs to be carried out by the Ministry of Religion in Kab. Bogor.

E-learning is becoming increasingly important for the competitive advantage of economic organizations and higher education institutions. Therefore, it is becoming a significant aspect of quality which has to be integrated into the management system of every organization or institution. The paper examines e-learning quality characteristics, standards, criteria and indicators and presents a multi-criteria hybrid model for e-learning quality evaluation based on the method of Analytic Hierarchy Process, trend analysis, and data comparison.

This study was about the Airport Service Quality (ASQ) measurement and its relation to profitability in the airport industry. The main purpose of this study was to develop an understanding of the ASQ measurement in Airports by investigating the relationships of service quality in terms of creating purchase intentions. In specific to ASQ, the surveys have been systematically carried out by many airport operators all over the world. ASQ has 8 components: access; check-in; passport/personal ID control; security; finding your way; airport facilities; airport environment; and arrival services. This is different from PZB’s (1985) Service Quality dimensions. This suggests that an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. The measurement model should be considered for a multidimensional approach in the context of airport performance measurement regarding service quality.The study, however, included the perceptions of both international passengers and domestic concerning the current service levels, more specific was using the measurement model of Cronin and Taylor (1992). Cronin and Taylor (1992) say that perception alone is enough and even better than other models i.e, PZB (1988) model. This study analyzes whether passengers may stay longer in the airport, recommend the airport to other people or pay higher tax if they are satisfied with the service offers by airport. This also included an assessment the ability ASQ to explain the variation in repeat purchase intention including interaction among variables. The results of this study show ASQ has a moderately low effect of purchasing intentions.

Background and purpose: The Government of Indonesia established the National Health Insurance or in Indonesia called Jaminan Kesehatan Nasional (JKN) in 2014 with the target of achieving universal health coverage (UHC) by 2019. However, many have not become JKN participants and still use the fee for service financing system. The purpose of this study was to determine patient’s perceptions of the quality of health services under the JKN and fee for service payment methods.Methods: A cross-sectional study was conducted at West Denpasar II Public Health Centre (PHC) with 133 outpatient respondents who were selected sequentially. Data collection was carried out in June 2019 through interviews. Patients' perceptions of service quality were measured according to the six domains of health service quality established by the Institute of Medicine (IOM) which include effectiveness, efficiency, timeliness, patient-centered approach, safety and equity. Bivariate analysis was conducted with Mann Whitney test and multivariate analysis with Ancova.Results: Patients' perceptions of the quality of services in the JKN and fee for service payment methods were found to be quite good with an average of 3.08 and 3.17 of the maximum value of 4.0. Bivariate analysis showed a significant difference with a mean rank of 54.28 for JKN and 79.16 for fee for service (p<0.01). Patients' perceptions of service quality also differed significantly based on the dimensions of efficiency (p=0.001), effectiveness (p=0.005), timeliness (p=0.007) and patient-centered approach (p=0.032). Multivariate analysis showed that the variable that was significantly related to patient perceptions of service quality was the payment methods (p<0.001).Conclusion: Patients with a fee for service payment methods have a better perception of service quality than patients who use JKN. Advocacy to policy makers and service providers should be conducted in order to ensure the equal quality of service for all patients.

This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.

This study integrates the three-factor theory and Importance–Performance Analysis (IPA) into a three-dimensional importance–performance analysis (3-D IPA) approach to identify the critical service quality attributes for hotel online booking. A seven-point Likert-type scale of service quality measurement was designed in the survey and the participants (foreign independent tourists) were randomly selected at Taoyuan International Airport, Taiwan. A total of 453 participants were identified. The classification of the factors was based on the explicit importance, while the implicit importance was measured with the relationship of satisfaction by using the ordered probit model. The results, compared to the traditional method of partial correlation analysis, were different in the dimensions of Fulfillment and Responsiveness, Safety and Security, Website Functionality, and Customer Relationships. In conclusion, this study broadens the perspective of research method and improves the performance evaluation of e-service quality attributes. The empirical results provide recommendations and policy implications for resource allocation of hotel management.

An application of the airport service quality model in South Africa

Exploring different nationality perceptions of airport service quality

The need to manage service quality is becoming more urgent as links between service quality and business performance is becoming apparent. By breaking away from the traditional focus on the service employee, this article sheds light on strategies to manage service quality by managing the service customer. A survey was conducted among a sample of commercial bank customers to determine the effects of two types of socialization strategies on their perception of service quality. It was ascertained that by means of formal and informal socialization tactics, service firm managers could influence their customers' perception of the overall service quality as well as the employee service quality. Empirical evidence also supports the view that an organizational climate which supports service has a positive impact on the customers' perception of the employee service quality. The implications of these findings for service organization managers are discussed, and the opportunities for future research are also identified.

Healthcare improvement relating to basic hospital service attributes is one of the most fundamental driving forces to uplifting in economic and social transition for developing countries in an emerging context. The purpose of this paper is to measure patients’ trio need satisfaction toward doctor service quality (DSQ), nurse caring quality (NCQ), and hospital environment quality (HEQ) and compare the effects of perceived, expected, and service quality gap on patient satisfaction. Multiple regression analysis was used to explain the patient satisfaction. The result shows that the perceived service quality (67.3%) and the service quality gap (50.8%) can better explain patient satisfaction than the expected service quality (3.0%). Both perception and gap model show that DSQ, NCQ, and HEQ are significant predictors of patient satisfaction, where NCQ is the most important dimension in explaining patient satisfaction. This study focuses on patient need satisfaction research by being one of the few empirical studies relating to the most basic hospital service quality attributes, contributing to the development of hospital service quality in a developing context of Bangladesh.