A passenger type study on air safety service quality awareness : Based on the point of view of risk-society perspective

2021 ◽  
Vol 35 (3) ◽  
pp. 139-155
Author(s):  
Kyu-Mee Kim
Keyword(s):  
Service Quality ◽  
Point Of View ◽  
Risk Society ◽  
Type Study ◽  
Society Perspective ◽  
Quality Awareness ◽  
Air Safety

Migration, law, democracy: identifiyng where the risk is

2009 ◽  
pp. 139-150
Author(s):  
Javier de Lucas
Keyword(s):  
Rule Of Law ◽  
Point Of View ◽  
Risk Society ◽  
Structural Factors ◽  
The Rule Of Law ◽  
Poor Countries ◽  
Definition Of ◽  
Sans Papiers ◽  
Migratory Movements ◽  
Migration Law

- This paper focuses on migration, law and democracy in order to identify where risk lies. The author concentrates on studying a recent case, the Directive on the Return of so-called illegal immigrants (sans papiers) approved by the European Parliament on 18 June 2008. The usual point of view, that of the dominant discourse, maintains that today's migratory movements constitute one of the structural factors that justify the definition of our societies as the "Risk Society". According to this point of view, the migratory flows entail a risk for social cohesion and even a destabilising potential for both democracy and the rule of law. The risk is illustrated by the menacing image of invasion threatening at our doors, hence the classical argument of the "demographic bomb" as the resource of poor countries. The author's thesis sustains that it is precisely our responses, in the form of migratory policy tools, that constitute a risk factor. Some of these tools, including this Directive, have become destabilising elements of the rules of the game and, moreover, of the values of the rule of law and of democracy.

scholarly journals Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

2020 ◽  
Vol 24 (2) ◽  
pp. 137 ◽  
Author(s):  
Aleksandra Gulc
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Point Of View ◽  
Survey Method ◽  
Future Research ◽  
Original Research ◽  
Visual Identification ◽  
Courier Service ◽  
Key Dimensions ◽  
Customers Perspective

<p><strong>Purpose:</strong> In recent years, the increasing popularity of e-commerce has become a driving force behind the development of courier service both in Poland and worldwide. In order to face growing competition on courier market and meet clients’ expectations, one of the crucial strategic goal of courier operators is to provide high quality service. The aim of the article is to identify and classify the key factors which determine the perception of courier service quality by customers shopping online.</p><p><strong>Methodology/Approach:</strong> The first part of paper is focused on the literature review concerning the determinants of courier service quality from customers’ perspective. Next, a survey method was used to collect data among customers using courier service while shopping online in Poland. Finally, the exploratory factor analysis was used to indicate the key dimensions and factors effecting the courier service quality perceived by customers.</p><p><strong>Findings:</strong> The article presents the complex review of literature concerning determinants of courier service and the original scale, which can be used to measure courier service quality. The results of author’s empirical research indicated that, the key dimensions effecting courier service quality from the customers point of view were: Reliability, Visual Identification, Service Complexity, Relational Capital, Social Responsibility, Responsiveness, Technical Quality.</p><p><strong>Research Limitation/implication:</strong> As the reseach aim was to develop the scale of courier service quality, in future research the CFA method (Confirmatory Factor Analysis) should be used to verify the scale. The main limitation of this research concerned a perspective of one stakeholder participating in the process of courier service – e-clients. The further research would be focused on identification of determinants of courier service quality in opinion of online shops and courier companies and development of models resenting the relations between them.</p><strong>Originality/Value of paper:</strong> This paper presents the original research that provides new knowledge about determinants of courier service quality in e-commerce. The literature analysis has shown that the previous research were often fragmentary and situational, but also did not take into account the specificity of e-commerce branch.

The performance of tramway service from the users' viewpoint: A comparative analysis between two Moroccan cities

2021 ◽  
Vol 60 (4) ◽  
pp. 7-21
Author(s):  
Karim Zehmed ◽  
Fouad Jawab
Keyword(s):  
Service Quality ◽  
Point Of View ◽  
Service Performance ◽  
Ordered Probit ◽  
Service Availability ◽  
Probit Regression ◽  
Daily Lives ◽  
Second Stage ◽  
Two Cities ◽  
Service Attribute

The Moroccan government has recently promoted sustainable public transport projects such as tramway services namely in the two largest cities of country, Casablanca and Rabat-Salé. Since its launch, the tramway service is in-creasingly present in citizens' daily lives in both cities. To maintain its attractiveness, operators and transport authori-ties should examine the performance of tramway service from user’s point of view. That is, an in-depth understanding of how passengers perceive service quality and what make them satisfied. The purpose of this study is to compare the performance of tramway service in the two cities based on the opinions of a sample size of 613 and 435 individuals in each city. The outcome of this peer comparison allows to determine the strengths and weaknesses of provided service and identify priorities for improvement in each city. Regarding the methodology, we adopted a two-step approach to achieve our research purpose. The first stage intends to compare users' perceptions regarding Service Quality Attrib-utes (SQAs) and overall satisfaction and to identify any significant differences between the two cities. To this end, we applied, in the first stage, a student t-test of two independent samples. The second stage employs an ordered probit regression model to identify the most important SQA; i.e., which most influence the overall satisfaction, and improve-ments priorities for the current service tramway. The results showed that, in average, passengers found service quality as good and are satisfied with tramway service in both cities. Tram vehicles’ is the best appreciated service attribute in both cities while Comfort in Rabat-Salé and Lines’ connectivity in Casablanca are the least appreciated. Moreover, the service performance of Rabat-Salé tramway exceeds that of Casablanca tramway in terms of service Availability, ser-vice Reliability, Fares level, Tram vehicle, Drivers’ competence, Lines’ connectivity, and overall satisfaction. On the other hand, we found that among top six important attributes, Reliability and Administrators should be prioritized for improvement in Casablanca; and staff, Lines, Comfort, and Administrators in Rabat-Salé. Results showed that im-provements in all these service aspects would increase significantly overall user’s satisfaction.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

On the Maturity of Software Maintenance and Other IT Services

2011 ◽  
pp. 51-74
Author(s):  
Frank Niessink
Keyword(s):  
Service Quality ◽  
Software Development ◽  
Software Maintenance ◽  
Two Dimensions ◽  
Point Of View ◽  
Technical Quality ◽  
It Services ◽  
High Quality ◽  
Functional Quality

In this chapter, we examine the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations. We argue that software maintenance can be seen as providing a service, whereas software development is primarily concerned with the development of products. Differences between products and services affect the way in which customers assess their respective quality. In particular, service quality is assessed in two dimensions: the technical quality — what the result of the service is — and the functional quality — how the service is delivered. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn means that to deliver high quality results in software maintenance, both the functional quality and the technical quality dimension are important.

Employment, Individualization and Insecurity: Rethinking the Risk Society Perspective

2005 ◽  
Vol 53 (1) ◽  
pp. 129-149 ◽  
Author(s):  
Gabe Mythen
Keyword(s):  
Western Europe ◽  
Social Processes ◽  
Risk Society ◽  
Sweeping Process ◽  
Employment Relations ◽  
Environmental Transitions ◽  
German Sociologist ◽  
Social Distribution ◽  
Society Perspective ◽  
The Relationship

German sociologist Ulrich Beck maintains that economic, technological and environmental transitions have radically reshaped employment relations in Western Europe. Whilst theories of employment transformation are historically ubiquitous, Beck's contribution is rather unique. Utilising risk as a lens through which subterranean shifts in employment, the economy and society can be visualised, Beck's work has been heralded as a significant theoretical landmark. The risk society perspective emphasizes the diffusion of two interlinked macro-social processes. Firstly, Beck identifies a sweeping process of individualization which recursively generates personal insecurity and reflexive decision-making. Secondly, changes in the relationship between capital and labour are said to have facilitated an underlying shift in the pattern of social distribution. This paper scrutinises Beck's understanding of these two processes, as a means of developing a broader critique of the risk society perspective. Theoretically, it will be argued that Beck deploys unsophisticated and artificial categories, amalgamates disparate forms of risk and compacts together diverse employment experiences. Empirically, the paper demonstrates that – far from being directed by a universal axis of risk – labour market inequalities follow the grooves etched by traditional forms of stratification.

DPD deficiency: Medicoeconomic evaluation of pretreatment screening of 5-FU toxicity.

2012 ◽  
Vol 30 (4_suppl) ◽  
pp. 410-410 ◽  
Author(s):  
Sory Traoré ◽  
Michele Boisdron-Celle ◽  
Gilles Hunault ◽  
Thierry Andre ◽  
Alain Morel ◽  
...  
Keyword(s):  
Cost Effectiveness ◽  
Screening Test ◽  
Screening Strategy ◽  
Cost Of Care ◽  
Point Of View ◽  
Severe Toxicity ◽  
Net Benefit ◽  
Pre Treatment ◽  
Society Perspective ◽  
The Cost

410 Background: Deficiency of DPD activity is associated with severe toxicity or even death after the first two cycles 5-fluorouracil (5-FU) based of chemotherapy. The objective of this study was to assess the cost-effectiveness of a screening test before treatment of the deficiency of DPD activity combining two approaches (genetic and phenotype (UH2 / U)). The main measure of effectiveness was the number of avoided severe toxicities (grade 3-4), but the number of quality adjusted life days was the secondary endpoint. Methods: The analysis was based on retrospective data from a population of patients treated for colorectal cancer. 856 patients were screened (5-FUODPM Tox, ODPM, France) before being treated with adjusted doses (5-FUODPM Protocol, ODPM, France) versus a population of 886 patients treated according to standard doses (2400 mg/m²). The main point of view was society perspective and the time horizon was 2 cycles of chemotherapy. A multi-state Markov-type was used to estimate the mean cost and results for each of the two strategies. The cost of the strategy with screening was composed of the cost of the screening test and the cost of remaining toxicities, the cost of the standard strategy was just the cost of toxicities. The incremental cost-effectiveness ratio (ICER) was calculated: (COSTStandard - COSTWithScreening)/(EffStandard - EffWithScreening) COSTA : Cost of the strategy A, EffA : Effectiveness of the strategy A. Results: In the screened and adapted arm, the prevalence of severe toxicities at 1 cycle of chemotherapy was 0.5%, at 2 cycles was 0.9%. In the arm with standard doses, they were 5.80% and 6.90%, respectively. Any toxicity associated death was observed in the screened arm versus 1 death in the standard arm. The screening strategy was dominant, it allowed avoiding toxicities and saving money. The avoided cost per patient screened was 313 € for two cycles of treatment and a saving of 2780 € per toxicity avoided. The incremental net benefit (INB) per patient screened is 426 €. Conclusions: Pre-treatment screening test combining genetic and phenotype reduced the incidence of toxicities associated with 5-FU, it avoided deaths due to 5-FU and its additional cost was less than the cost of care of toxicity that it avoided.

scholarly journals Improving service quality through customer journey analysis

2016 ◽  
Vol 26 (6) ◽  
pp. 840-867 ◽  
Author(s):  
Ragnhild Halvorsrud ◽  
Knut Kvale ◽  
Asbjørn Følstad
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Ad Hoc ◽  
Empirical Studies ◽  
Point Of View ◽  
Service Improvement ◽  
Customer Journey ◽  
Content Type ◽  
Diary Studies ◽  
The Individual

Purpose The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis (CJA) for empirical investigation of individual service experiences in a multichannel environment. Design/methodology/approach The paper presents case studies for onboarding new customers on broadband services. CJA starts with modeling of the service process in terms of touchpoints. The individual customer journeys are reconstructed through methodological triangulation of interviews, diary studies, and process tracking. Findings The paper provides empirical insights into individual customer journeys. Four types of deviations during service delivery are identified: occurrence of ad hoc touchpoints, irregularities in the sequence of logically connected touchpoints, occurrence of failures in touchpoints, and missing touchpoints. CJA seems effective in revealing problematic and incoherent service delivery that may result in unfavorable customer experiences. Practical implications For a service company, the proposed framework may serve as a unifying language to ease cross-departmental communication and approach service quality in a systematic way. CJA discloses the gap between the planned and actual service delivery and can be used as a tool for service improvement. Originality/value The framework provides concepts, definitions, and a visual notation to structure and manage services in terms of customer journeys. CJA is a novel method for empirical studies of the service delivery process and the associated customer experience.

scholarly journals CUSTOMER PERCEPTION OF SERVICE QUALITY IN PUBLIC TRANSPORT

Transport ◽  
2014 ◽  
Vol 29 (3) ◽  
pp. 285-295 ◽  
Author(s):  
Dragana Grujičić ◽  
Ivan Ivanović ◽  
Jadranka Jović ◽  
Vladimir Đorić
Keyword(s):  
Service Quality ◽  
Transport System ◽  
Public Transport ◽  
Travel Demand ◽  
Travel Behaviour ◽  
Point Of View ◽  
Level Of Service ◽  
System Quality ◽  
The Public ◽  
Analysis Process

This paper presents the research and analysis process showing that transport system customers have a specific perception of service quality, as an indicator of transport system. Determining satisfactory level of service quality implies knowledge of travel demand and travel behaviour. There are a lot of elements that define the transport system quality. The goal of this paper is to identify the public transport system’s service quality elements that should be primarily acted on, in order to increase the level of service quality from transport system users’ (public transport users’ and non-users’) point of view, with minimal investment. The paper describes a specifically defined research methodology for determining service quality elements that should be primarily acted on, from the transport system users’ point of view. Methodology involves the use of Importance Performance Analysis (IPA) which is upgraded with the state preferences analysis. Presented methodology, which is used to determine user perception of service quality, can be considered to be universal. This methodology can be applied in other cities, with additional research that must precede its use. The methodology was tested on transport system users in Belgrade.

scholarly journals ANALISIS TINGKAT KEPUASAN PENGGUNA APLIKASI SISTEM INFOMASI PUBLIKASI LAYANAN DATA ONLIN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DI BADAN PUSAT STATISTIK PROVINSI SUMATERA BARAT (BPS PROV SUMBAR)

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Agung Gemilang ◽  
Zulhendra Zulhendra ◽  
Yeka Hendriyani
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Point Of View ◽  
Good Service ◽  
Resource Saving ◽  
Information Object ◽  
Quality Image ◽  
User Data ◽  
System Information ◽  
Support Facility

System Information  as a support facility within an institution that is intended to simplify the task of the user, so as to achieve time, cost, and resource saving in decision making. User satisfaction of  System information is one factor or measure of success for any development and implementation of System Information in agency or company. A good Service quality image can be viewed from the point of view or perception  user of the System Information which is the overall assessment of the superiority of a service. This research will analyze the influence of tangibels, reliabillity, responsivenness, communication, understanding the costumers, and Access to the user  satisfaction with system information. Object of this study is the user data in the publication services of the Badan Pusat Statistik Provinsi Sumatera Barat  that uses information systems in search of required data. The results of this study indicate that simultaneously and partially there is a significant influence between variable x with user satisfaction (Y). While the results of the analysis of the level of achievement of respondents to each variable, variable X5 (Access) become a variable that is very influential on the level of user satisfaction, is 92.5% is categorized as a strong variable. Keywords: Service Quality, gap , System Information

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