How does service quality impact the behavioral intentions of full-service airline passengers through a hierarchical model?

Monoarfa, Terrylina Arvinta; Usman, Osly

doi:10.5267/j.msl.2020.7.008

Cited by 3 publications

(2 citation statements)

References 1 publication

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“…This is consistent with other evidence regarding the positive relationship between service quality and behavioural intention (e.g. word of mouth and repurchase; Binnawas et al, 2020;Monoarfa and Usman, 2020).…”

Section: Predictsupporting

confidence: 92%

A scale for measuring healthcare service quality incorporating patient-centred care and using a psychometric analytics framework

Rave

Figueroa²,

Echavarría³

2022

JHOM

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PurposeRecent developments in healthcare contexts increasingly emphasize patient-centred approaches to service quality measures; however, few studies consider this dimension explicitly. The present study develops and psychometrically validates a scale of healthcare service quality explicitly incorporating a patient-centred care dimension from a communicational perspective. The paper also enriches the traditional content of service quality by including equity items and presents the underlying structure of service quality in an emerging country.Design/methodology/approachThe final sample consisted of 869 healthcare users (complete cases in the service quality items derived from 917 surveys received) from Colombia. The authors used a psychometric analytics framework comprising seven processes incorporating exploratory factor analysis, structural equation modelling, and machine learning methods to examine construct plausibility, reliability, construct validity, equity, and criterion/predictive validity (e.g. explaining/predicting subjective well-being and behavioural intentions).FindingsThe final scale consists of 17 items and satisfies all psychometric properties. Its validation allows for the discovery and psychometrical confirmation of two essential dimensions: patient-centred communication (eight items) and process quality (nine items).Practical implicationsThe authors illustrate three practical uses of the scale: the possibility for diagnoses; hypothesis contrast based on confidence intervals; and estimation of the capacity of the service to satisfy specifications.Originality/valueBoth dimensions reveal users' relevant needs and complement previous studies that have focused on process aspects of healthcare service quality.

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Section: Predictsupporting

confidence: 92%

A scale for measuring healthcare service quality incorporating patient-centred care and using a psychometric analytics framework

Rave

Figueroa²,

Echavarría³

2022

JHOM

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“…Motivation is something that gives rise to enthusiasm or work motivation as the intensity, direction and perseverance of efforts to achieve a goal according to G Terry [9], is a desire that contained in an individual who encourages him to do actions (behavior) [5], [4], [10]. Motivation is an impulse that directs a person to take certain actions to take risks requiring responsible feedback to have opportunities to excel and be innovative.…”

Section: Motivationmentioning

confidence: 99%

The Effect of Motivation Discipline Work, and Compensation to Employee's Performance at PT XYZ

Ms¹,

Saluy²

2021

Proceedings of the 1st MICOSS Mercu Buana International Conference on Social Sciences, MICOSS 2020, September 28-29, 2020, Jaka

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This study aims to test, analyze and explain the effect of motivation, work discipline and compensation on employee performance at PT XYZ partially and simultaneously that has a significant positive impact on PT XYZ's company. The study uses primary data obtained from the distribution of questionnaires containing respondents' opinions about motivation, work discipline and compensation for employee performance. The sampling method used is convenience sampling. of population 120 using slovin formula with an error rate of 0.05 can be 70 respondents who meet the criteria to be sampled. The analytical method used is multiple linear analysis using SPSS Version 20.0. these results indicate that there is a positive and partially significant effect on the motivation variable.

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