Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic

Utilities Policy, Год журнала: 2022, Номер 75, С. 101336 - 101336

Опубликована: Янв. 10, 2022

Язык: Английский

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FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN)

Jurnal Ilmu Manajemen Terapan, Год журнала: 2021, Номер 3(1), С. 104 - 114

Опубликована: Окт. 31, 2021

Riset terdahulu atau riset yang relevan sangat penting dalam suatu artikel ilmiah. berfungsi untuk memperkuat teori dan penomena hubungan pengaruh antar variable. Artikel ini mereview Faktor-faktor mempengaruhi Kepuasan pelanggan Loyalitas Pelanggan studi literatur Manajemen Pemasaran. Hasil literature review adalah: 1) Kualitas Pelayanan berpengaruh terhadap Pelanggan; 2)

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The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service

Innovation and Green Development, Год журнала: 2023, Номер 3(2), С. 100120 - 100120

Опубликована: Дек. 29, 2023

The present study examined the anticipated technology service quality of private commercial banks in Bangladesh, with a particular emphasis on satisfaction e-consumers regarding banking technologies and services offered by their respective banks. Three hundred fifty-five data were administered using structural equation modeling technique to examine hypothesis. results indicated three dimensions exhibited positive statistically significant relationship consumers' services. remaining two (Responsiveness Empathy) displayed negative but association. In context satisfaction, it was observed that all factors except 'Reliability,' 'Responsiveness,' 'Empathy' association during pandemic situation. This research provides new perspective for countries sensitive committed enhancing green development strategies embracing technological advancements, particularly challenging circumstances like pandemic.

Язык: Английский

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Developing a reintegration index (RI) for a closed-loop supply chain network in the automobile industry

Benchmarking An International Journal, Год журнала: 2025, Номер unknown

Опубликована: Янв. 28, 2025

Purpose Continuous benchmarking of a closed-loop supply chain (CLSC) network is required to achieve circular economic viability for end-of-life vehicle (ELV) recovery programs original equipment manufacturers (OEMs). This study develops framework assess and benchmark CLSC networks in ELV programs, addressing the absence standard index enabling OEMs. Design/methodology/approach The uses Bayesian evidential reasoning approach (BERA) that helps decision-makers develop reintegration (RI) automobile network. To index, total 15 factors related are identified from literature. belief (BBN) used on those generate conditional probabilities different nodes BBN. With opinion 12 domain experts, ERA score each node. Finally, Markovian tree scores RI particular Findings analysis demonstrates both operational strategic actions aimed at ensuring customer satisfaction retaining core components quantified using standardized value alternative amidst uncertainty. Leveraging BERA model, can calculate values, providing them with means regulate ratings networks. capability serves bolster sustainability by facilitating informed decision-making within automotive industry. Practical implications offers structured evaluate allowing adaptability specific organizational objectives Originality/value study’s integration expert insights probabilistic modeling fills gap literature comprehensive assessing contributing

Язык: Английский

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Using Online Grocery Applications during the COVID-19 Pandemic: Their Relationship with Open Innovation

Journal of Open Innovation Technology Market and Complexity, Год журнала: 2022, Номер 8(2), С. 93 - 93

Опубликована: Май 16, 2022

This present research examines the behavioral intentions of Filipinos to use online grocery applications during novel COVID-19 pandemic. The study proposes an integration health belief model (HBM) and Unified Theory Acceptance Use Technology (UTAUT2) identify factors affecting acceptance usage in terms impact risk for COVID-19. To accurately measure their relationship behavior, a questionnaire was developed distributed 373 residents Philippines. Partial least squares structural equation modeling (PLS-SEM) applied as analytical method this study. results revealed that performance expectancy, perceived benefits, severity, cues action significantly influenced apps study's findings can be utilized theoretical framework future researchers consumer behavior; e-commerce developers; industry retailers, enhance innovation services applications. may also used capitalized on by investors managers apply strategizing when developing marketing among consumers. Moreover, adopted other markets, even different counties. Further practical aspects are discussed paper.

Язык: Английский

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Mechanisms for successful management of enterprise resource planning from user information processing and system quality perspective

Scientific Reports, Год журнала: 2023, Номер 13(1)

Опубликована: Авг. 4, 2023

Enterprise resource planning (ERP) systems are now ubiquitous in modern organizations. A number of previous studies have focused only on system factors and perceptions, there is a noticeable shortfall research that concurrently addresses technological human roles explaining user satisfaction. This study aimed to identify these variables from the perspectives information systems, technology, participation, thereby addressing this knowledge gap. The focus was large shipbuilding marine company utilizing an ERP system. participants, sample 234 users, were carefully selected by company's executives practitioners, data collected through online questionnaires. They purposive sampling among employees who use large-scale engineering companies. clarify relationships between satisfaction perceived ease use, usefulness, quality, service quality. partial least squares structural equation modeling (PLS-SEM) used analyze data. results indicated participation positively influenced satisfaction, whereas usefulness did not significant impact. Interestingly, found lessen effects findings suggest enhance managers should strive make easy-to-use stable, encourage employee decision-making process, bolster role support team. It be noted, however, has limitations as it consider all possible factors, such training support. Future take broader view involved operation enterprise-wide

Язык: Английский

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Customer perception, integration behavior, and loyalty of internet of things enterprises

Technology in Society, Год журнала: 2024, Номер 78, С. 102600 - 102600

Опубликована: Май 24, 2024

Язык: Английский

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An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention

Innovative Marketing, Год журнала: 2024, Номер 20(1), С. 51 - 65

Опубликована: Янв. 5, 2024

This study aims to investigate the interconnections among total quality management, service quality, customer retention, and moderating influence of complaint handling within healthcare industry Jordan. The paper used a quantitative approach, by using PLS-SEM as an approach selected for data analysis. 417 valid replies were gathered. results found positive association between management (p-value < 0.05), underscoring significance principles in improving provision services. demonstrates significant correlation thereby validating importance delivering exceptional experiences boosting retention. Moreover, it is imperative acknowledge that degree plays crucial function facilitating connection retention 0.05). Furthermore, has been demonstrated complaints serves mechanism reducing negative effects on offer useful insights managers Jordan, integrating practice, developing efficient procedures complaints. These approaches are fortifying interactions augmenting rates.

Язык: Английский

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Integrating Customer Experience (CX) in Sustainable Product Life Cycle

Sustainability, Год журнала: 2025, Номер 17(10), С. 4503 - 4503

Опубликована: Май 15, 2025

This study aims to present an integrated approach customer experience, which was developed considering the identification and application of essential factors from product life cycle. The conducted in automotive industry may be transferable other products with high complexity medium–long in-service use. main goal is identify determining perform a regression analysis effect attribute-level performance on overall satisfaction through customer’s entire journey during development phase. based generic example that meant capture trends influencing launch new vehicle, focusing influence each stage process, planning–exploration, design development, manufacturing validation measurement after-sales assistance. Based multiple surveys were used as instruments for measuring level at defined touchpoints, cycle followed several stages: prospecting survey, upstream preparation post-launch investigation, support. Three meta-factors identified—design, price, durability—for ordinal demonstrated they are significant predictors experience general. sectors by identifying relevant attributes adapting tools satisfaction, consumer concerns, act key vectors and, extension, business sustainability.

Язык: Английский

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Determining Factors Affecting Perceived Customer Satisfaction on Public Utility Bus System in Occidental Mindoro, Philippines: A Case Study on Service Quality Assessment during Major Disruptions

Sustainability, Год журнала: 2023, Номер 15(4), С. 2996 - 2996

Опубликована: Фев. 7, 2023

The imposition of lockdown due to the COVID-19 pandemic has affected majority enterprises throughout globe. public transportation sector was greatly affected, especially in provincial areas Philippines. This study aimed investigate service quality bus transits Occidental Mindoro during using Analytical Hierarchy Process (AHP) and SERVQUAL dimensions. A total 200 individuals completed a 67-question online questionnaire. AHP utilized determine which providers need be improved most. Then, approach used. five dimensions were linked with use new technologies, including protocol, quality, customer satisfaction as latent variables structural equation modeling. results indicated that safety accounts for most significant weight passengers. Moreover, responsiveness, reliability, empathy, protocol significantly enhance satisfaction. findings this research can now serve assessment guidelines provide sustainable transportation; it also help insignificant factors enhancing improving worldwide.

Язык: Английский

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