No abstract

Service quality is a critical success factor of fast food restaurant. Fast food restaurant managers need to measure and improve the service quality of their restaurant continuously. Given this, the knowledge on measurement of service quality of fast food restaurant is needed. Service quality is an abstract and elusive concept. Furthermore, the way of customer on perceiving the quality of service depends on the type of service and the context where the service is provided. Thus, this paper aims to propose a service quality model that is specifically designed for measuring perceived service quality of fast food restaurant in Islamic Country..

Purpose – The purpose of this paper is to investigate the simultaneous effect of attitude, subjective norm, perceived behavioral control (PBC), perceived value, and image on public transport passengers’ intention to reuse. Design/methodology/approach – The empirical data were collected through survey. The respondents of the survey are 293 public transport passengers in Tangerang, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings – The findings showed that attitude, subjective norm, and image influence public transport passengers’ intention to reuse. However, this research also found that perceived value and PBC does not influence public transport passengers’ intention to reuse significantly. Research limitations/implications – The survey was only conducted at one area in Indonesia. In addition, convenience sampling method was employed. These conditions may cause that the research results cannot be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Practical/implications – Public transport service managers need to pay attention to attitude, subjective norm, and image in order to ensure public transport passengers’ intention to reuse public transport services. Originality/value – This study is believed to be the first to develop and test public transport passengers’ intention to reuse model that integrated theory of planned behavior with perceived value and image.

ISO 9001 is a Quality Management System (QMS) standard that is widely adopted by many manufacturing companies, including food manufacturing companies. However, the effectiveness of ISO 9001 implementation is still questioned. Given this, this paper aims to propose an instrument that can be used to measure the effectiveness of ISO 9001 implementation in food manufacturing companies. The paper is important because there is lack of research on the development of measurement instrument of ISO 9001 implementation effectiveness. Furthermore, this paper is important because the knowledge on measurement instrument of ISO 9001 implementation effectiveness is needed by ISO 9001 certified food manufacturing company managers for measuring and improving their QMS.

Purpose – The purpose of this paper is to investigate the simultaneous effect of perceived value, image, perceived ease of use and perceived usefulness on passengers’ satisfaction. Design/methodology/approach – The empirical data were collected through survey. The respondents of the survey are 292 public transport passengers in Jakarta, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. Findings – The findings showed that public transport passengers’ satisfaction is influenced by perceived value, perceived usefulness and image while perceived ease of use does not affect public transport passengers’ satisfaction. Research limitations/implications – The authors performed the survey only at Jakarta using convenience sampling method. Hence, the research results may not be generalized to other contexts. Given this, in order to test the stability of the findings in other contexts, a replication research is important to be performed in the future. Practical implications – Public transport service managers need to pay attention to perceived value, perceived usefulness and image in order to ensure public transport passengers’ satisfaction. Originality/value – This study is believed to be the first to develop and test public transport passengers’ satisfaction model that integrated perceived value, image, perceived ease of use and perceived usefulness.