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In 2021, the airline industry was affected by COVID-19, and many airlines suffered losses. The main reason for the loss were the decline in revenue and the surge in costs. Therefore, in terms of creating the competitive advantage of airlines, "price war" is no longer applicable, and improving service quality has become an effective means. Customer satisfaction is the most effective indicator to measure service quality. In this study, a satisfaction evaluation system is established based on structural equation model and customer satisfaction importance matrix. Then, a questionnaire is designed to analyze the influence of different factors on customer satisfaction. The research finds that brand image and perceived quality have a great impact on customer satisfaction. In addition, some suggestions for airlines to improve customer satisfaction are given. © 2023 SPIE.
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While the rationale for localizing humanitarian health response is well established at the level of policy rhetoric, the operationalization of the concept and its mainstreaming into concrete practice still require clearer intentionality. With COVID-19 pushing more people further into vulnerability, placing local communities at the heart of humanitarian and development health efforts has never been more urgent. Focusing on Jordan, this essay brings attention to the significant toll of violence against women and girls in conflict-affected communities and the importance of empowering local actors with community knowledge and resources to prevent and respond to gender-based violence. The essay follows on from the research conducted for CARE Jordan's She Is a Humanitarian report (2022) and draws on interviews I conducted with the heads of women's organizations in the summer of 2022. The essay explores the role of local women humanitarian actors as frontline responders, the challenges that hinder their role, and the advantages such actors enjoy, which, if harnessed, can achieve gains in accountability, health service quality, and gender equality.
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Despite an increased emphasis on improvement in airline service quality concerning consumer behavior, such as passenger repurchasing as a result of their behavioral intention over the last several decades, there is still much less concern with the nature of airline service quality than should exist in the so-called "logistics service quality” and less concern with examining the specific behavioral intention preceding repurchasing behavior together with the theory of planned behavior. As such, this study aims to explore these issues, along with the psychological factors of the theory of planned behavior, that can lead to repurchasing behavior via word-of-mouth intention (WOMI). With an online survey of 383 respondents experienced with flying, the results reveal that the logistics service quality and each determinant in the theory positively influence a passenger's repurchasing behavior through WOMI. Accordingly, service marketers can implement service design and apply integrated marketing communication by learning from repurchasing behavior that was formed by the given factors to retain their existing customers. Moreover, this study is the first to empirically and explicitly validate dimensions of airline services through the lens of logistics that are deemed fit with the nature of the airlines. It advances the understanding of theory approaching and connects what has hampered its advancement in a body of knowledge, simultaneously in a context of airline context where it should not be relegated to transportation and consumer and service orientation.
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PurposeThe present situation of COVID-19 pandemic has put the health-care systems under tremendous stress and stringent tests for their ability to offer expected quality of health-care services, as it decides the sustainability and growth of health-care service providers. This study aims to deliver a quantitative framework for service quality assessment in the health-care industry by classifying the health-care service quality parameters into four balanced scorecard (BSC) perspectives.Design/methodology/approachTo determine the service quality for the Indian health-care system, decision-making trial and evaluation laboratory and analytical network process are integrated in a fuzzy environment to contemplate the interaction among BSC perspectives and respective performance measures.FindingsThe results indicate "internal processes” perspective assumes the key role within BSC perspectives, while performance measures "nursing staff turnover” and "staff training” play the key roles. The results also signify that "patient satisfaction” is the most vital issue and can be strongly influenced by measures belonging to the "learning and growth” perspective. In "learning and growth” perspective, "staff training” is the most decisive criteria, very highly influencing "patient satisfaction”, highly influencing "profitability,” "change of cost per patient (both in and out patients)” and "outpatient waiting time” while moderately influencing "staff satisfaction,” "bed occupancy” and "nursing staff turnover”. Moreover, "staff training” criteria have a positive influence on "nursing staff turnover.”Originality/valueThe contributions of this study are in two folds in the domain of quantification of service quality for the health-care system. First, it delivers an assessment framework for Indian health-care service quality. Second, it demonstrates an application of the framework for a case situation and validates the proposed framework.
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The adoption of e-learning systems has been increasing and reports indicate that Asia has the highest percentage of the growth towards e-learning systems. Following this backdrop, the main purpose of the present study was to evaluate the role of the E-service quality, Facebook usage, artificial intelligence, and student satisfaction on the usage of the E-learning systems. Sample data was collected from students enrolled in any institute offering e-learning in Malaysia. A total of 500 questionnaires were disseminated to the participants identified via online polling and a total of 412 usable questionnaires were evaluated for SEM. The findings of the study show that the usage of Facebook, Artificial intelligence, the satisfaction of students, and E-service quality affected the use of the E-learning systems. Students' satisfaction was also found to positively mediate with AI, FBU, ESQ, and ELS. E-learning adoption is increasing in Malaysia and the recent outbreak of COVID-19 has also invigorated the need for the development of effective e-learning programs so that the education of students doesn't get interruptions. The present study has important theoretical and practical implications in this regard;the findings can be applied to the development of e-learning systems of the country
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Supermarket in Indonesia and other countries is important for people to come and shop for primary and secondary necessities. With high economy growth supermarket business should have a good opportunity to survive the Covid 19 pandemic. Many people still shop in a brickand-mortar store for supermarket in Indonesia, thus it is possible that this type of business will still be growing in the future. As one of the leading local modern supermarkets in Surabaya, Hokky Supermarket defines itself as supermarket that provides premium ingredients and unique products. The sample used in this study includes Hokky Supermarket costumers domiciled in Surabaya, who are man and woman aged between 18-60, have visited and make a purchase at Hokky Supermarket Surabaya for at least 2 times in the last 3 months, have visited and made a purchase at other supermarkets in Surabaya for at least 2 times in the last 3 months, and have asked for help or interacted with Hokky Supermarket Surabaya employees. There are 139 respondents. Based on the data analysis, it can be concluded that all the five hypotheses in this research are supported.
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In industry 4.0, individual behavior in organization is still very much considered as the main determinant of organizational performance. Organizational citizenship behavior (OCB) is one of the unique behavior of individuals affecting the effectivity of the organization. This study focuses on organizational citizenship behavior (OCB) based on the aspects of antecedents and their consequences. This study aims at examining (1) the indirect influence of transformational leadership on individual performance through organizational citizenship behavior motivation (OCBM) and OCB, (2) the direct influence of OCB on individual performance and organizational performance, (3) the direct influence of OCB for individual performance and organizational performance. This study was conducted to 66 heads of small business and 410 employee at small business in West Sumatera and analyzed using cross level methods and hypothesis testing using hierarchical linear modeling (HLM). This study found that 1). OCBM and OCB simultaneously mediate the relation between transformational leadership with individual performance and also have role in elevating the individual performance, 2) individual performance is the mediator between OCBM with organizational performance and it contributes in elevating the organizational performance. The theoretical and practical implications of this study are the tranformational leadership (TL) is able to motivate the members to carry out OCB actively in organizations. Some limitations and future research directions are discussed.
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The novel coronavirus (COVID-19) outbreak has impacted the aviation industry worldwide. Several restrictions and regulations have been implemented to prevent the virus's spread and maintain airport operations. To recover the trustworthiness of air travelers in the new normality, improving airport service quality (ASQ) is necessary, ultimately increasing passenger satisfaction in airports. This research focuses on the relationship between passenger satisfaction and the ASQ dimensions of airports in Thailand. A three-stage analysis model was conducted by integrating structural equation modeling, Bayesian networks, and artificial neural networks to identify critical ASQ dimensions that highly impact overall satisfaction. The findings reveal that airport facilities, wayfinding, and security are three dominant dimensions influencing overall passenger satisfaction. This insight could help airport managers and operators recover passenger satisfaction, increase trustworthiness, and maintain the efficiency of the airports in not only this severe crisis but also in the new normality.
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Recently, as a consequence of the COVID-19 pandemic, dependence on telecommunication for remote learning/working and telemedicine has significantly increased. In this context, preserving high Quality of Service (QoS) and maintaining low-latency communication are of paramount importance. In cellular networks, the incorporation of unmanned aerial vehicles (UAVs) can result in enhanced connectivity for outdoor users due to the high probability of establishing Line of Sight (LoS) links. The UAV's limited battery life and its signal attenuation in indoor areas, however, make it inefficient to manage users' requests in indoor environments. Referred to as the cluster-centric and coded UAV-aided femtocaching (CCUF) framework, the network's coverage in both indoor and outdoor environments increases by considering a two-phase clustering framework for Femto access points (FAPs)' formation and UAVs' deployment. Our first objective is to increase the content diversity. In this context, we propose a coded content placement in a cluster-centric cellular network, which is integrated with the coordinated multipoint (CoMP) approach to mitigate the intercell interference in edge areas. Then, we compute, experimentally, the number of coded contents to be stored in each caching node to increase the cache-hit-ratio, signal-to-interference-plus-noise ratio (SINR), and cache diversity and decrease the users' access delay and cache redundancy for different content popularity profiles. Capitalizing on clustering, our second objective is to assign the best caching node to indoor/outdoor users for managing their requests. In this regard, we define the movement speed of ground users as the decision metric of the transmission scheme for serving outdoor users' requests to avoid frequent handovers between FAPs and increase the battery life of UAVs. Simulation results illustrate that the proposed CCUF implementation increases the cache-hit-ratio, SINR, and cache diversity and decrease the users' access delay, cache redundancy, and UAVs' energy consumption.
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The COVID-19 outbreak has had detrimental consequences on the cruise industry due to the suspension of commercial cruise trips, and these effects remain apparent in Saudi Arabia. The offered service quality (SQ) in the post-COVID-19 era seems to be a critical element for improving customer experiences and satisfaction, enhancing destination attractiveness, increasing revenue, and maintaining repeat business. The current study aimed to assess the impact of service quality on tourists' satisfaction and corporate image as well as the intention to pay for cruise trips and revisit the destination among 315 tourists in Saudi Arabia. Service quality was measured using five subscales of the SERVQUAL scale, including reliability, tangibles, responsiveness, assurance, and empathy. Tourists' satisfaction was significantly influenced by four domains of SQ, whereas the intention to pay more, intention to revisit the destination, and corporate image were significantly predicted by ≤3 domains of SQ. The study's findings can help the cruise industry to improve its offerings and create more personalized and engaging experiences that meet the changing needs of customers in the recovery period after the COVID-19 outbreak.
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IMPACTThis article will be of value to public officials and managers who are grappling with the ethical questions arising from public sector work and service delivery. This is especially relevant in the context of Covid-19 where new forms of emotional labour are emerging. Procurement officers and politicians are encouraged to consider the possibilities of unethical behaviour and the consequences.
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The COVID-19 pandemic has changed the way business is handled. Besides, people's purchasing habits have been impacted by new safety, social, and health restrictions. Thus, the purpose of this research was to analyze the COVID-19 pandemic impact in the relationships between the built environment, price level, and service quality on supermarket customers' satisfaction. For this purpose, a survey of 245 supermarket customers in southern Brazil was conducted at two different times: before and during the pandemic. The results point out that the price level, toilets, and location are essential to explain satisfaction at all times. Comfort presented importance before the pandemic, configuration, and service quality in pandemic times. These features are essential for supermarket management to prioritize efforts on attributes and dimensions relevant to customers.
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This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.
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Pandemic of a new coronavirus infection is accompanied by advanced need for emergency medical care in Russia. However, this process is hampered by state of roads and no electricity sources in some cases. Mobile medical complexes are able to compensate this need. These ones include feldsher obstetric stations, complexes for medical examination, specialized medical complexes (Thyromobil, Mammography, mobile Diabetes Center and others), as well as convoys with diagnostic equipment (mammography, magnetic resonance imaging, computed tomography) and fully equipped offices of various specialists (therapist, urologist, gynecologist, ophthalmologist, endocrinologist). However, spread of such medical complexes is currently difficult in Russia. The manuscript is based on the author's analysis of publicly available documents on the state and number of mobile medical complexes in Russia. Mobile hospitals are not used in all Russian regions. Nevertheless, there is a need for qualified preventive and therapeutic services, especially in the northern and mountainous regions of our country (Pskov, Arkhangelsk regions, the republics of Komi, Karelia, Dagestan and others). The authors analyzed current situation and experience of mobile medical complexes in the Novgorod, Rostov regions and the Republic of Tatarstan. Introduction of mobile hospitals in all Russian regions within the national health strategy will improve population health including working age people and reduce costs in health care system. Medical organizations cooperate with mobile hospitals to qualifiedly meet the needs of patients in diagnosis and treatment. However, projects of mobile medical complexes and their routine implementation in each region of our country are required. This is a priority task for the state and local health authorities of the Russian Federation.Copyright © R.N. ABDULLABEKOV, V.E. FEDORCHUK, T.V. MINNIKOVA.
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The research objectives is to examine the causality relationship that occurs between WEBQUAL, trust, engagement, and backpacker loyalty. This study adopted data sourced from the backpacker community members in Southeast Sulawesi Province, Indonesia as respondents who made online bookings at four online booking retailers, namely;Traveloka.com, Tiket.com, Alibaba.com, and Pegipegi.com. The number of the backpacker community members as respondents is 176 respondents. Testing of causality is done by using Partial Least Squared (PLS). The research found are WEBQUAL which consists of information, system, and service quality has a significant direct effect on trust and engagement. Other found in this research are trust and engagement had a significant direct effect on backpacker loyalty. Furthermore, this research found are WEBQUAL which consists of;information, system, and service quality have a significant indirect effect on backpacker loyalty through the mediating role of trust and engagement.
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This paper presents a new method to quantify the potential user time savings if the urban bus is given preferential treatment, changing from mixed traffic to an exclusive bus lane, using a big data approach. The main advantage of the proposal is the use of the high amount of information that is automatically collected by sensors and management systems in many different situations with a high degree of spatial and temporal detail. These data allow ready adjustment of calculations to the specific reality measured in each case. In this way, we propose a novel methodology of general application to estimate the potential passenger savings instead of using simulation or analytical methods already present in the literature. For that purpose, in the first place, a travel time prediction model per vehicle trip has been developed. It has been calibrated and validated with a historical series of observations in real-world situations. This model is based on multiple linear regression. The estimated bus delay is obtained by comparing the estimated bus travel time with the bus travel time under free-flow conditions. Finally, estimated bus passenger time savings would be obtained if an exclusive bus lane had been implemented. An estimation of the passenger's route in each vehicle trip is considered to avoid average value simplifications in this calculation. A case study is conducted in A Coruña, Spain, to prove the methodology's applicability. The results showed that 18.7% of the analyzed bus trips underwent a delay exceeding 3 min in a 2,448 m long corridor, and more than 33,000 h per year could have been saved with an exclusive bus lane. Understanding the impact of different factors on transit and the benefits of a priority bus system on passengers can help city councils and transit agencies to know which investments to prioritize given their limited budget.
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PurposeThis study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions.Design/methodology/approachThis study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers.FindingsThe findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners.Research limitations/implicationsThe study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry.Practical implicationsGiven proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business.Originality/valueThis paper enriches the literature related to a service recovery strategy, particularly within the online shopping context.
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PurposeTaking a business lens of telehealth, this article aims to review and provide a state-of-the-art overview of telehealth research.Design/methodology/approachThis research conducts a systematic literature review using the scientific procedures and rationales for systematic literature reviews (SPAR-4-SLR) protocol and a collection of bibliometric analytical techniques (i.e. performance analysis, keyword co-occurrence, keyword clustering and content analysis).FindingsUsing performance analysis, this article unpacks the publication trend and the top contributing journals, authors, institutions and regions of telehealth research. Using keyword co-occurrence and keyword clustering, this article reveals 10 major themes underpinning the intellectual structure of telehealth research: design and development of personal health record systems, health information technology (HIT) for public health management, perceived service quality among mobile health (m-health) users, paradoxes of virtual care versus in-person visits, Internet of things (IoT) in healthcare, guidelines for e-health practices and services, telemonitoring of life-threatening diseases, change management strategy for telehealth adoption, knowledge management of innovations in telehealth and technology management of telemedicine services. The article proposes directions for future research that can enrich our understanding of telehealth services.Originality/valueThis article offers a seminal state-of-the-art overview of the performance and intellectual structure of telehealth research from a business perspective.
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This paper examines the effect of security oversight on air cargo price and demand. We exploit variations in security oversight instituted by the International Civil Aviation Organization (ICAO). We estimate a simultaneous equation model using proprietary operations data from a major airline in South Korea over the period 2009–2013. This study explores the shipping-charge behavior of a service provider through a modeling approach that considers air cargo security. Our findings show that security oversight increases air cargo demand, controlling for the effect of price. Improving security measures increases the air cargo price, but the magnitude of this increase is small. Our results should help policymakers gauge the benefit of improved security and help airlines design an effective model to determine future air cargo shipping charges under high uncertainty to mitigate short- and long-term financial risks.
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PurposeThis paper aims to present a hybrid approach to measure the efficiency of virtual contact centers (VCCs) started during the pandemic and benchmark them for service performance. The results are used to plot the VCC's efficiency score (performance) and customer perception (Importance) to propose appropriate strategies.Design/methodology/approachUsing the survey method, 854 responses were collected from customers who used VCC services during the pandemic. This data was then employed to assess the performance of VCCs using SERVPERF and DEA methods, followed by the development of the model for performance analysis.FindingsResults reveal the ranking of different VCCs started during the pandemic for the telecom company using SERVPERF and DEA methods. Further, the performance analysis model highlighted the strategies appropriate for each VCCs.Practical implicationsThe findings add to the body of knowledge on how multiple service units of a large organization can assess service efficiency utilizing a combination of SERVPERF-DEA. The present work also contributes to the performance analysis field by proposing a model to assess the service centers and provide improvement guidelines.Originality/valueThe work is one of the first to assess the service efficiency of the VCCs started during the pandemic by using a unique hybrid approach of SERVPERF and DEA. This approach provides a direction to whom to benchmark and to what degree service quality should be improved. Further, the study proposes a unique performance analysis model based on performance scores and customer perception.