NJ Transit’s MidTOWN Direct Service: Are Customers Satisfied?

1998 ◽  
Vol 1623 (1) ◽  
pp. 121-126
Author(s):  
Janice Pepper ◽  
Ana Ray
Keyword(s):  
Customer Satisfaction ◽  
Measurement Techniques ◽  
Fine Tuning ◽  
Regional Impacts ◽  
Level Of Satisfaction ◽  
Service Option ◽  
Key Driver ◽  
Key Drivers ◽  
The Impact ◽  
Rail Service

NJ TRANSIT routinely sets service quality goals, monitors them, and uses the results to improve service. To support this business practice, NJ TRANSIT conducts customer satisfaction surveys of rail customers to understand customers’ needs and their level of satisfaction. On June 10, 1996, NJ TRANSIT initiated new rail service on its Morris and Essex rail lines called MidTOWN DIRECT. To assess the regional impacts of this major transit investment and to gain a better understanding of customers’ response to the new service, NJ TRANSIT conducted a survey of riders that included a customer satisfaction component. This study provided an opportunity for NJ TRANSIT to test the impact on customer satisfaction of introducing a new service option in a corridor that had well-established rail service. The study also provided insights into designing customer satisfaction measurement techniques for application during and after the implementation of significant new service offerings. To determine satisfaction levels of customers regarding the new service on the Morris and Essex Lines, and to determine whether the key drivers of satisfaction had changed, several statistical analyses were conducted. Several significant findings resulted from this customer satisfaction study. Several components of the MidTOWN DIRECT rail service required fine-tuning, especially with regard to frequency, on-time performance, and mechanical reliability. Although the satisfaction ratings were lower than initially expected, the availability of key driver satisfaction data can provide fast, targeted direction for service improvements that will pay the greatest dividends with customers.

scholarly journals The Impact of the Financial Crisis on Business Ethics in the Banking Sector: A Case Study from Slovakia

2013 ◽  
Vol 13 (3) ◽  
pp. 111-131 ◽  
Author(s):  
Jaroslav Belás
Keyword(s):  
Financial Crisis ◽  
Customer Satisfaction ◽  
Business Ethics ◽  
Banking Sector ◽  
Commercial Banking ◽  
Low Level ◽  
Level Of Satisfaction ◽  
Bank Employees ◽  
Moral Attitudes ◽  
The Impact

Abstract The importance of ethical standards for financial markets is based on the purpose of commercial banks and other financial institutions which operate with money of others. Besides significant economic implications, the financial crisis has also revealed considerable lack of moral values in commercial banking, which has been reflected by a very unscrupulous approach of bankers to their clients. The crisis has also caused a fundamental turnaround in public opinions on commercial banking and increased the pressure on application of moral principles in banking, which represents an appropriate complement of banking regulations. The aim of this article is to determine the basic attributes of business ethics in commercial banking and quantify changes in moral attitudes of bank employees in Slovakia through own research, which occurred during the financial crisis. Moral attitudes of bank employees are analyzed in relation to reaching customer satisfaction. The research focuses on identificating satisfaction of bank employees and also on how their satisfaction reflects acceptance of customers’ needs. A part of the research also deals with evaluation of customer satisfaction in the same timeframe. The results of our empirical research show that the low level of satisfaction and loyalty of bank employees is transferred to the low acceptance rate of customer need to sell bank’s products in the banking sector in Slovakia. The low level of satisfaction and loyalty has also caused a decline in the overall customer satisfaction. Index of personal satisfaction of bank’s customers has slightly increased in the examined period, but its current level is still very low.

scholarly journals ANALISA PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK MEGA SYARI’AH PADANG

2019 ◽  
Author(s):  
jhon fernos ◽  
Yosef Eka Putra
Keyword(s):  
Customer Satisfaction ◽  
Business Strategy ◽  
Financial Institution ◽  
Test Validity ◽  
F Test ◽  
Significance Level ◽  
The People ◽  
Level Of Satisfaction ◽  
Independent Variable ◽  
The Impact

Satisfaction is feeling happy or disappointed someone who comes from a comparison between the impression of the performance (results) of a product with expectations. Satisfaction is a kind of step comparison between the experience of the evaluation results, can produce something spiritually comfortable, convenient not only because of imagined or expected. While customer satisfaction is a business strategy that consists of software and services designed to increase profits (profits), income (revenue) and customer satisfaction (customer satisfaction).This study aims to determine whether the customer satisfaction on the quality of service that has made Bank Mega Syariah meet the satisfaction level of its customers. As a financial institution for the people of Bank Mega Syariah trying to see firsthand the level of satisfaction of its customers by trying to implement a customer satisfaction Bank Mega Syariah. This research is qualitative. Data were obtained through questionnaires administered directly to the customer as a correspondent in this study. By using the analysis of test validity, reliability, and the F test and T test researchers trying to see the impact of service quality on customer satisfaction Bank Mega Syariah. From observation and testing that has been done shows that the validity of the test results of all valid questions and all questions the reliability test reliably obtained, with a value of 38.327 F test with a significance level of 0.000, far above 0.05 means tangible jointly independent variable (0.002), responsiveness (0.008), and assurance (0.032) significantly affects the dependent variable (Customer satisfaction), while the independent variable empathy (0.260) and Reliability (0124) had no significant effect on customer satisfaction in PT Bank Mega Syariah Padang.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK NAGARI CABANG LUBUK SIKAPING

2019 ◽  
Vol 3 (2) ◽  
pp. 116-128
Author(s):  
Yurasti Yurasti
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Method ◽  
Literature Study ◽  
Significance Level ◽  
Level Of Satisfaction ◽  
The Impact

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH BANK NAGARI BRANCH LUBUK SIKAPING This study aims to determine how much the influence of the dimensions of service quality to the level of satisfaction felt by customers who use the services of Bank Nagari Lubuk Sikaping Branch. The model which is used in this study is the method of observation, interviews, questionnaires, and literature study by using a likert scale and sampling method used was accidental sampling a total of 100 samples. The analytical method used is multiple linear regression method (multiple linear regression). The results showed that the dimensions of service quality consists of Tangible (X1), Empathy (X2), Responsiveness (X3), Reliability (X4), and Assurance (X5) collectively - have the same positive effect. Where the regression equation Y = 10.671 + 0.688 X1 + 0.057 X2 + 0.318 X3 + 0.996 X4 - X5 + 0.209 + e. In addition, the F-test shows that the quality of services has a significant impact on customer satisfaction with a significant level of 0.000 or 0%. While based on partial test (t), all the variables also have a significant impact on customer satisfaction for Tangible significance level is 0.001, or 0.1%; Empathy is 0,001, or 0.1%; Responsiveness 0.001 or 0.1%; Reliability 0,000 or 0%; Assurance of 0.004 or 0.4%. Keywords: Customer Satisfaction, Tangible, Empathy, Responsiveness, Reliability, and Assurance.

Food Safety Security: A new Concept for Enhancing Food Safety Measures

2012 ◽  
Vol 82 (3) ◽  
pp. 216-222 ◽  
Author(s):  
Venkatesh Iyengar ◽  
Ibrahim Elmadfa
Keyword(s):  
Food Safety ◽  
Hazard Analysis ◽  
Warning System ◽  
Shared Responsibility ◽  
Fine Tuning ◽  
Strategic Action ◽  
Surveillance Network ◽  
Measurement Systems ◽  
Critical Control Points ◽  
The Impact

The food safety security (FSS) concept is perceived as an early warning system for minimizing food safety (FS) breaches, and it functions in conjunction with existing FS measures. Essentially, the function of FS and FSS measures can be visualized in two parts: (i) the FS preventive measures as actions taken at the stem level, and (ii) the FSS interventions as actions taken at the root level, to enhance the impact of the implemented safety steps. In practice, along with FS, FSS also draws its support from (i) legislative directives and regulatory measures for enforcing verifiable, timely, and effective compliance; (ii) measurement systems in place for sustained quality assurance; and (iii) shared responsibility to ensure cohesion among all the stakeholders namely, policy makers, regulators, food producers, processors and distributors, and consumers. However, the functional framework of FSS differs from that of FS by way of: (i) retooling the vulnerable segments of the preventive features of existing FS measures; (ii) fine-tuning response systems to efficiently preempt the FS breaches; (iii) building a long-term nutrient and toxicant surveillance network based on validated measurement systems functioning in real time; (iv) focusing on crisp, clear, and correct communication that resonates among all the stakeholders; and (v) developing inter-disciplinary human resources to meet ever-increasing FS challenges. Important determinants of FSS include: (i) strengthening international dialogue for refining regulatory reforms and addressing emerging risks; (ii) developing innovative and strategic action points for intervention {in addition to Hazard Analysis and Critical Control Points (HACCP) procedures]; and (iii) introducing additional science-based tools such as metrology-based measurement systems.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

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