Validation of a scale of measurement of service quality, image, customer satisfaction and loyalty in traditional trade

Veloso, Cláudia Miranda; Monte, Ana Paula

doi:10.18089/tms.2019.150303

Cited by 10 publications

(9 citation statements)

References 31 publications

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“…However, Figure 2 indicates a distinct perspective shift owing to COVID-19. Service quality of During a study by Veloso and Monte (2019), it was established that in the passenger rail sector, reliability was highly valued by users; however, the results of this study show that assurance and tangibles are highly valued by users. During this pandemic, users needed information about the train schedule displayed clearly and communicated effectively.…”

Section: Discussionmentioning

confidence: 69%

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Measuring customer satisfaction with the Gautrain during the COVID-19 pandemic using the service quality model

Raza

Koele²,

Makhafola³

et al. 2022

Journal of Transport and Supply Chain Management

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Background:The Gautrain was created with the sole purpose of availing efficient transportation between the three metropolitan municipalities, namely the City of Tshwane, the City of Johannesburg and the City of Ekurhuleni. The Gautrain has been transporting more than five million passengers annually. However, ridership decreased drastically because of COVID-19. Poor ridership has resulted in less revenue income and the halting of expansion. In prior years, the Gautrain Management Agency (GMA) measured customer satisfaction levels; however, it has not undertaken such a study since the start of COVID-19 pandemic.Objectives: The study measured service quality experienced by Gautrain users amidst the COVID-19 pandemic through the service quality (SERVQUAL) model. Unknown customer satisfaction levels with the Gautrain services during the COVID-19 pandemic posed a problem for the agency.Method: This study followed a descriptive and quantitative path. A cross-sectional survey via online platforms was used to collect the data. The study had a sample size of 84 Gautrain commuters. Results:The findings revealed that users experienced a negative service quality in terms of SERVQUAL dimensions, namely assurance, tangibles, empathy and responsiveness. Conclusion:The study concluded that COVID-19 had a negative impact on some of the Gautrain service factors; however, users were still satisfied with some of the service factors. It is recommended that the Gautrain can improve services by understanding what customers expect in terms of service factors during the pandemic.

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Section: Discussionmentioning

confidence: 69%

“…Furthermore, users required information about how the Gautrain is adapting its services owing to the COVID-19 pandemic. The study by Veloso and Monte (2019) did not consider rail users' needs during a pandemic. These results indicate that rail users regard different dimensions as important depending on the situation at hand.…”

Section: Discussionmentioning

confidence: 99%

Measuring customer satisfaction with the Gautrain during the COVID-19 pandemic using the service quality model

Raza

Koele²,

Makhafola³

et al. 2022

Journal of Transport and Supply Chain Management

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“…The main efforts / actions should be focused on: -Development of attractive objects of natural and cultural heritage -restoration, preservation, exposure, equipment, animation; -Development of skiing and all other forms of winter tourism; -Improving the access and the adjacent tourist infrastructure; -Formation and marketing of regional tourist products; -Promotion of natural and cultural heritage; [24,25] In addition to the formation of regional tourist clusters, the key to successful implementation of the goal is also organizational actions such as the formation of regional and local tourist and local partnership and between communities. Measures and projects in this area will rely on funding from the Operational Program Regional Development, Priority Axis 4: "Regional Tourism".…”

Section: Resultsmentioning

confidence: 99%

Risk Management of Tourism Demand in South-Western Bulgaria through Correlation Analysis

Mirchova

Durova

2021

SHS Web of Conf.

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Research background: The geographical location and the favorable natural features in Bulgaria are a solid precondition for the country to establish itself as a traditional tourist destination. Purpose of the article: This research attempts to find out which parameters affect the processes of tourist demand and supply, thus creating the conditions for optimization of the tourist enterprise as an economic indicator. Methods: The aim of the study is to make a quantitative assessment of the strength of the dependence between the factors that influence the tourism demand and receiving economic results via correlation and regression analysis. On the basis of this quantitative assessment, the risk can be managed and valuable conclusions can be drawn to improve the use and management of resources. Findings and Value added: The empirically investigated relationships show whether the level of labor productivity of the analyzed tourist enterprises is affected by the level of employment on the tourist site. It is necessary to intensify the activities for attracting new customers such as advertising, PR., improving the image of the tourist site. All this will have a positive impact on the development of the various forms of tourism and the social situation of the population in the study region. The strong influence of the size of the current expenditures on the economic results, found in all the studied tourist sites, necessitates the improvement of the tourist demand. Managers can apply flexible approaches to managing risk related to expenditures and revenue at the tourist enterprises.

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“…For this, managers need to continuously analyze the context and drivers of the quality of service provided by their organizations, the customer satisfaction, and the value perceived by the users of their services. In particular, the central question to be investigated by managers is how all of these above-mentioned factors or variables relate to each other to understand and explain the future behavior of their clients [19].…”

Section: Quality Of the Services In Hospital Managementmentioning

confidence: 99%

Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale

Barrios-Ipenza

Calvo‐Mora

Velicia-Martín

et al. 2020

IJERPH

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During recent years, public–private partnerships (PPPs) in the health sector have been an attractive alternative for improving healthcare services in developing countries such as Peru. Therefore, it is fundamental to consider a comprehensive set of healthcare qualities, like the HEALTHQUAL scale, when we measure dimensions of healthcare service quality. Currently, no studies have applied HEALTHQUAL in Peruvian hospitals. The purposes of this study were to (1) validate and evaluate the application of the HEALTHQUAL scale to measure user satisfaction in outpatient services at two PPP hospitals in Peru; and (2) test the relationship between user satisfaction, efficiency, and loyalty. A descriptive, cross-sectional study based on the HEALTHQUAL scale was carried out at the end of 2018. The measurement items were satisfaction with healthcare personnel, satisfaction with nonhealthcare personnel, satisfaction with facilities and equipment, perception of efficiency, and trust. The scale was administered to a nonprobability sample of 250 users who attended one of two PPP hospitals—Barton and Kaelin. The application of partial least squares path modeling significantly impacted on the perceived efficiency in the items of healthcare personnel, nonhealthcare personnel, and facilities and equipment. The HEALTQUAL scale demonstrated sufficient validity and thus can be applied for measuring user satisfaction in PPP hospitals.

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Validation of a scale of measurement of service quality, image, customer satisfaction and loyalty in traditional trade

Cited by 10 publications

References 31 publications

Measuring customer satisfaction with the Gautrain during the COVID-19 pandemic using the service quality model

Measuring customer satisfaction with the Gautrain during the COVID-19 pandemic using the service quality model

Risk Management of Tourism Demand in South-Western Bulgaria through Correlation Analysis

Patient Satisfaction in the Peruvian Health Services: Validation and Application of the HEALTHQUAL Scale

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