Customer Satisfaction Index for Transport Services

Abstract

Marketing activities through e-marketing and mobile marketing technology operated by online taxi players, such as, Grab and Uber have an impact on the transportation sector, especially operators which serve the Greater Jakarta / Jabodetabek (Jakarta, Bogor, Depok, Tangerang and Bekasi) area to and from Soekarno Hatta International Airport (SHIA). Operators were worried that the advancement of online taxis could ruin their market share. Thus, customer insight information is needed. Exploratory research which measures customers' perception and focuses on Product Quality and ServQual was applied in this research. Non-probability, purposive sampling was used, with 134 loyal bus customers were chosen. These matched the criteria of having travelled the specified route at least five times within the last 12 months. Importance Performance Analysis (IPA), which measures the relationship between customer perception and priority on increasing product or service quality, was applied. IPA combines the measurements of importance (degree of care) and performance (degree of satisfaction) in two dimensions which would make it easier to explain and describe practical suggestions. Customer Satisfaction Index (CSI) was applied and scored 75.05 which means that customers were satisfied. This was derived from the overall weighted score of five ServQual dimensions: tangibles, assurance, reliability, responsiveness, and empathy. This study concluded that even though the CSI result was satisfactory, to defend and enhance the market share, new innovative marketing strategies were needed, including the introduction of new technology in marketing and operations, in order to increase the overall quality of services to customers.

The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University

“…Quality of service must be viewed from the customer's point of view and cannot be judged by the company's point of view. Service satisfaction from the consumer side is considered good if it is deemed to have met their expectations, but on the contrary, service will be perceived poorly if it does not meet what they expect (Nurmahdi, 2019). Customer satisfaction is defined as the perception of a product or service that has met customer or consumer expectations.…”

“…Customer satisfaction is an indicator that influences customer loyalty. Loyal customers will be able to provide sustainable benefits to the institution (Nurmahdi, 2019). Educational institutions are expected to be able to examine the quality of education services provided.…”

Travel satisfaction and travel well-being: Which is more related to travel choice behaviour in the post COVID-19 pandemic? Evidence from public transport travellers in Xi’an, China

“…Rather than directly asking about the cognitive evaluation, some researchers measured the satisfaction with mode-specific attributes including congestion, accessibility, reliability of public transport and so on ( Lai and Chen, 2011 ). In addition to travel-specific scales, some researchers in the field of transport also chose to adopt or adapt some general scales for measuring customer satisfaction to measure transport-related satisfaction, such as the Service Quality Index (SQI) adopted by Marcucci and Gatta (2007) ; Customer Satisfaction Index (CSI) adopted by Poliaková, 2010 , Nurmahdi, 2019 ; the Heterogeneous Customer Satisfaction Index (HCSI) adapted by Eboli and Mazzulla (2009) based on CSI; Passenger Satisfaction Index (PSI) adapted by Zhang et al (2019) based on American Customer Satisfaction Index (ACSI) ( Fornell et al, 1996 ); and etc.…”

Tingkat Kepuasan Penumpang Terhadap Kinerja Pelayanan Bandara Sultan Iskandar Muda Banda Aceh Menggunakan Metode Customer Satisfaction Index (Csi)

“…Penilaian berdasarkan nilai CSI dengan hasil memuaskan bukan bearti kinerja pelayanan sudah sesuai harapan pengguna. Misalnya bila kinerja layanan pada kategori "baik" sedangkan kinerja layanan yang diharapkan pengguna adalah "sangat baik" atau pengguna menganggap variabel layanan tersebut "sangat penting", maka akan menghasilkan nilai CSI dengan kategori "memuaskan" [13] dan [14]. Pada kenyataannya kondisi ini menunjukkan bahwa pengguna masih menganggap kinerja pelayanan perlu ditingkatkan karena nilainya lebih rendah dari harapan yang mereka inginkan.…”