The Chinese Consumers’Service Quality Satisfaction Differences of Cruise Tourism and Precision Marketing Strategy

The paper selected Chinese Cruise Line as the case study. Having based on the survey data of Chinese cruise tourism consumers, the factor analysis method, one-way analysis of variances method, cluster analysis method, and other quantitative and qualitative methods were taken to analyze Chinese consumers’ satisfaction differences of cruise tourism service quality with different segmentation markets and clusters markets, and the reasons of satisfaction differences were also explored. Then precision marketing strategy of Chinese cruise tourism with different segmentation markets and clusters markets from the supply-side reform perspective was discussed. The purpose of current research was to provide suggestions of precision management and precision marketing of Chinese cruise tourism for relevant enterprises and government departments.

Evaluation of Recreation Service Quality of Slow Traffic Space in Urban Parks Based on IPA-Space Syntax Model

To build an“ecological and livable city”,it is important to figure out the relationship between human activity and urban park space and create a high-quality urban park through the integration of“people”and“park”.Taking Longhu Park in Huainan Province as an example,the study quantitatively analyzed and evaluated the characteristics and service quality of slow traffic space using importance-performance analysis(IPA)and space syntax,clarified the key indexes and areas to be optimized,and put forward corresponding design countermeasures and suggestions in combination with human activity demand.The results suggest that:①The mean performance of park recreation service quality is 3.63,less than the mean importance(3.95).Tourists pay special attention to the safety and convenience of slow traffic space,and the diversity and identiability of site functions is the focus“to be improved”.②The accessibility of Longhu Park shows a strong irregular shape in the southwest.The dead-end roads in the far lake area and the flora and fauna area on the northwest side have weak spatial perception,and the composite function carrying potential of slow traffic space is better reflected in a small range.Therefore,an optimization strategy for slow traffic space is proposed to enhance the continuity of road network,site identifiability,and functional diversification.The results will provide new thoughts of governance based on spatial humanism for the high-quality renewal of urban parks in the new era.

The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

A multidimensional and hierarchical model of library mobile service quality

Purpose:Based on the understanding of the characteristics of mobile services(m-services)provided by libraries,we attempt to develop a multidimensional and hierarchical model and a specifically designed measurement scale for the assessment of libraries' m-service quality.Design/methodology/approach:The research has been conducted sequentially in two stages.At the first stage,a multidimensional and hierarchical model of library m-service quality and a measurement scale are developed through literature review and focus group interviews.At the second stage the model is tested using partial disaggregation technique for an analysis of the data collected from over 400 library users in 3 Chinese universities.Findings:The proposed model is shown to fit the data well.The empirical analysis provides strong support for the model,which includes 4 dimensions(service environment,service interaction,information control and service effect) and 12 corresponding sub-dimensions.Research limitations:The sample size needs to be enlarged and the user types need to be expanded to make the sample more representative.Practical implications:The study provides a conceptual framework and measurement tool that can help library managers understand the users' needs in the context of mobile network environment,and boost their libraries' competitiveness by carrying out better services to meet the user demands.Originality/value:The proposed model and measurement scale specifically designed for the assessment of libraries' m-service quality fully reflect the hierarchical structure of libraries' m-service quality.In addition,by using partial disaggregation technique for model testing,we believe our research can serve as a practical reference to those engaged in the development and examination of a multidimensional and hierarchical model.

Utility and Weight of Factors of Bus Transit's Service Quality Analysis in Nanjing

Service quality is a major factor that affects how public transport users evaluate bus service. In order to evaluate how bus users make trade-offs across travel cost,time,reliability,etc.,and to investigate the extent to which the components of service quality vary according to relevant trip characteristics,this paper analyzes service quality of bus transit with the conjoint analysis. Through data analysis,the levels 'utility values of reliability,waiting time,walking time,etc.,on the commuter trip and the non-commuter trip are gotten,so it is the utility function of the transit system. Then the factors' weights are obtained through the utility values. The results show that on the commuter trip,passengers value reliability the most,which is followed by waiting time and walking time,while in-bus environment,price and station environment's weights are small. While on the non-commuter trip,the weights in a higher order to lower order are the first for reliability,the second for in-bus environment,the third for walking time,the fourth for station environment and the last for ticket price.

Fuzzy Analysis and Evaluation of Public Transport Service Quality: A Case Study of Dar es Salaam City, Tanzania

Urban public transport plays a critical role in stimulating economic development of any nation since most of the revenues come from cities. The majority of the city dwellers of any country use public transport. The evaluation of public transport service quality provides a valuable feedback to commuter operators to ensure continuous improvement of level of service and to the government to take appropriate measures for enhancing the quality of public transport service. This paper analyses and evaluates service quality of Road Public Transport (RPT) (i.e. minibuses and buses) and Urban Rail Transport (URT) in Dar es Salaam City, Tanzania. Since service quality and its attributes are intangible and vague, a fuzzy evaluation model is developed and applied. The formulated model is composed of Fuzzy Entropy Method (FEM) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). The overall evaluation procedure is as follows: initially, an intensive literature search and experts’ opinions are employed to establish criteria for evaluating the service quality of public transport in Dar es Salaam City. The developed FEM is used to obtain criteria weight. Lastly, the formulated TOPSIS is used to provide an overall ranking of urban public transport service quality. The overall evaluation shows that urban rail transport outperforms road public transport in terms of service quality. Nevertheless, the urban rail transport service in Dar es Salaam City is currently not well developed as it is provided on very limited routes. Thus, the Tanzania government, the rail transport operator i.e. Tanzania Railway Limited (TRL) and the agency responsible for the provision of rail infrastructure i.e. Reli Assets Holding Company (RAHCO) are advised to design and employ Public-Private-Partnership (PPP) schemes i.e. concession contracts to invest more in rolling stocks, locomotives and rail wagons so that the rail transport service is available on many routes of the road public transport to bring fair competition between the two operators.

How do Users Evaluate Service Quality of the Dockless Bicycle Sharing System?

In order to improve the public transit’s accessibility and promote service quality of the public transit,it is necessary to alleviate the“last⁃mile”problem.The combination of the public transit and bicycle⁃sharing system is competitive compared with the private car.In 2016,the dockless bicycle⁃sharing system has been undergoing tremendous development.Because the dockless bicycle⁃sharing system is different from previous bicycle⁃sharing systems,components of service quality of the dockless bicycle⁃sharing system differ.However,there are few articles about the service quality of the dockless bicycle⁃sharing system.This paper examined the evaluation of service quality of the dockless bicycle⁃sharing system along with a measurement of users’satisfaction.A questionnaire about service quality was designed,which includes 15 factors.Through the analysis of travelers’evaluation of factors of the dockless bicycle⁃sharing system with Rasch Model,these original ordinal data(Likert data)was transformed to the interval data:the person parameter(ability)and the item parameter(difficulty).Through the analysis of interviewees’abilities,it was found that only education and monthly consumption have significant influence on interviewees’evaluation of service quality of the dockless bicycle⁃sharing system,while there is no significant influence of gender,weekly use of dockless shared⁃bicycle,private car ownership,or monthly income on the evaluation.Furthermore,it was found that users were dissatisfied with cycling under the adverse weather,disturbance from pedestrians and cars,continuity of the bicycle lane,complaint channel,and staff service the most.

The Influence of'Last One Kilometer'Service Quality on Customer Loyalty under C2C Mode--The Mediating Role of Customer Satis-faction

Via questionnaire investigation on express users in Wuhan colleges and universities,it is found that client satisfaction plays partial mediator role between service quality of express industry and client loyalty. Moreover,correlation regression analysis of data is conducted by SPSS17. 0 software. It is found that communication quality,order quality,delivery quality and remedy quality have significantly positive impacts on client satisfaction,while personalized service quality does not have significant impact on client satisfaction; communication quality,order quality,personalized service quality and remedy quality have significantly positive impacts on client loyalty,while communication quality does not have significant impact on client loyalty. Finally,countermeasures and suggestions are proposed according to the above conclusions.

Exploring the Importance of Service Quality Attributes for Millennials at Boutique Budget Hotels

Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.

A Study of the Influence of Tourists’ Destination Image and Perceived Service Quality on Their Behavioral Intention

The purpose of this study is to understand the effect of tourists’ perception of destination image and service quality on their behavioral intention. A total of 1020 valid questionnaires were collected from tourists in Lukang Town, Taiwan, by means of convenient sampling. After descriptive statistics and PLS statistical analysis, the results show that: 1) Tourists’ image of Lukang town has a positive effect on their perceived service quality. In addition, it also has a positive effect on future travel behavior intention;2) The service quality of tourists in Lukang has a positive effect on their future travel behavior intention. 3) This study also finds that service quality has a mediating effect on tourism behavior intention. Finally, based on the results of the study, suggestions for future research and tourism planning are put forward.

A Study of Service Quality of Fantawild ASEAN Legend Theme Park,Nanning,China

At present,Chinese theme parks are popping up more and more.There are not many theme parks in China that can operate stably for a long period of time.The development prospect of Nanning Fantawild ASEAN Legend Theme Park is good.However,the question of how to maintain and improve the competitiveness of Nanning Fantawild ASEAN Legend Theme Park,attract more visitor volume,and create the most attractive theme park in Nanning is the question of the future sustainable survival and development of Nanning Fantawild ASEAN Legend Theme Park.This paper combines theory and practice,referring to a large amount of relevant information and literature from home and abroad,and summarizing the existing experiences and achievements.Therefore,visitors who have visited the ASEAN Legends Theme Park at Fantawild Joy World in Nanning were selected as the respondents.Firstly,this paper synthesises relevant theories such as service quality theory and(6W1H)customer behaviour.A set of questionnaires was designed for the visitors of Nanning Fantawild.The study analyzes the factors affecting the service quality of Nanning Fantawild ASEAN Legend Theme Park as well as the factor analysis of customer behaviour.Based on the empirical research and analysis of the results,methods and suggestions for improving the service quality of Nanning Fantawild ASEAN Legend Theme Park are proposed.This paper uses SPSS statistical software to analyze the results by means of reliability and validity analysis,descriptive statistics analysis,and analysis of variance.The results were concluded that the customers’overall satisfaction with the service quality of Nanning Fantawild ASEAN Legend Theme Park is shown in the question phase of each level dimension,with the reliability dimension showing the lowest level of satisfaction.It is of great practical significance to improve the competitiveness of Nanning Fantawild ASEAN Legend Theme Park in China.Finally,there were no significant mean differences in the relationship between different gender,age,education,status,income,and service quality dimensions.

Efficacy of Alternative Service Quality Measures to Predict Satisfaction and Future Intention

Purpose:This research focuses on comparing various service quality measures including disconfirmation measures(performance-minus-importance and performance-minus-expectation),performance-only measure,and importance-weighted measures(importance-weighted performance-only and importance-weighted disconfirmation)in a festival setting.It also explores the relationship between the constructs of service quality and other variables including visitors’perceptions of overall service quality,overall satisfaction,and future intentions.Reliability,convergent validity,discriminant validity,and predictive validity of five service quality measures are tested and compared.The result shows that the importance-weighted performance-only measure exhibits the highest reliability and validity.

Service Quality Measurement and Competition Strategy Analysis of Online Shopping

E-Commerce refers to such business behavior as conducting trades on a virtual network through the Internet.The core elements contributing to the success of online stores include not only the web-based presentation and the low-price strategy but the quality of online service as well.Importance-Performance Analysis is a method frequently used to evaluate performance and analyze competition strategies.Using IPA,this study analyzed and investigated the service quality of the online shopping of a case company and proposed 10 indexes to measure the service quality of online shopping.a number of suggestions on competition strategies were provided for the case company to improve its competition strategies.

Review of Intercultural Service Encounters:Cross-cultural Interactions and Service Quality,Edited by Piyush Sharma,Switzerland,Springer,2019,pp.vii+101,€54,99(hbk),ISBN 978-3-319-91940-9;€46(ebk),ISBN 978-3-319-91941-6

Since the 1990s,globalization has aroused people’s attention constantly.Meanwhile,with more and more immigrants,migrant workers,international students,foreign tourists,and business people,cross-cultural interaction has increased dramatically.Consequently,the communication and interaction between service employees and customers from different cultural backgrounds is getting frequent.Services have gotten great profits from the phenomenon which is known as intercultural service encounters(ICSE).For one who has contributed a lot to ICSE,Piyush Sharma in his book Intercultural Service Encounters:Cross-cultural Interactions and Service Quality attempts to concentrate on some significant factors closely related to ICSE,from the perspective of service employees.Account for Piyush Sharma’s novel view on the relationship of employees and customers in the process of ICSE,here is a review of his work.For each part of Piyush Sharma’s volume,this review gives readers a brief and concise summary,which is followed by comprehensive comments of the reviewer.This review is a good guidance and introduction for those who are interested in ICSE and those who major in foreign languages and marketing management to have a good command of Piyush Sharma’s volume.

Application of Structural Equation Model to Evaluate the Perception of Service Quality of Medical Staffs of infectious Disease Department in Chinese Hospitals

Objective To enhance the quality of medical service for Chinese patients through research of service quality from Chinese medical personnel. Methods Serv Qual scale was used for infection medical staffs randomly by sampling questionnaire in Beijing, Shanghai, Chengdu, Chongqing, Guangzhou and Nanning. The data collected were entered and analyzed using SPSS 20.0. Statistical methods included frequency, factor analysis, reliability analysis, correlation analysis, independent samples t test, one-way analyses of variance, simultaneous regression analysis and structural equation model analysis. Results The Kaiser-Meyer-Olkin value for the factor analysis of the scale was 0.970. The Cronbach's α for the reliability analysis was 0.975. The Pearson correlation coefficients were 0.624-0.874 and statistically significant. Undergraduates felt good, Ph D students felt bad; the doctors felt bad; managers felt good. Standard 5 dimensions of the regression coefficients were positive, including empathy(β = 0.288), reliability(β = 0.241) impacting on perceived service quality mostly. The control ability and stability of the standard error of perceived service quality directly effected value were 0.646 and 0.382, respectively. Conclusions Medical staffs of infectious disease department have poor perception of service quality. Hospitals should improve awareness and of clinicians and deepen the reform of the medical care system.

Research on the evaluation of e-service quality in libraries

Based on the research of theories and practices related to quality evaluation of electronic services(e-services) from both home and abroad and through multiple rounds of surveys and analyses,this article proposed an evaluation indicator system for Chinese libraries.A survey was carried out on the e-services of Shanxi Provincial Library by using SERVQUAL model.Based on the survey data,the article evaluated and analyzed the quality of Shanxi Provincial Library's e-services by means of quadrant analysis,and put forward solutions and suggestions accordingly.

Research on electronic word-ofmouth for product and service quality improvement:bibliometric analysis and future directions

Purpose-This paper aims to analyze high-quality papers on the research of electronic word-of-mouth(eWOM)for product and service quality improvement from 2009 to 2022,in order to fully understand theirhistorical progress,current situation and future development trend.Design/Methodology/Approach-This paper adopts the bibliometrics method to analyze the relevantliterature,including publishing trend and citation status,regional and discipline area distribution,andinfluential publications.Secondly,the VOSviewer is used for literature co-citation analysis and keywordco-occurrence analysis to obtain the basic literature and research hotspots in this research field.Findings-Firstly,the study finds that the number of publications basically shows an increasing trend,and thosepublications are mainly published in tourism journals.In addition,among these papers,China has the largestnumber of publications,followed by the USA and South Korea.Through co-citation analysis of literature andkeyword co-occurrence analysis,22 foundational papers and six main research topics are obtained in this paper.Finally,this paper elaborates on the development trend of the research topic and future research directions in detail.Originality/value-This is the first paper that uses bibliometrics to analyze and review relevant researcheson eWOM for product and service quality improvement,which is helpful for researchers to quickly understandits development status and trend.This review also provides some future research directions and provides areference for further research.

Investigation and Analysis of Factors Influencing the Quality of Community Nursing Services in Laishan District,Yantai City

Objective:The purpose of this study is to conduct an in-depth investigation and analysis of the factors affecting the quality of community nursing services in Laishan District,Yantai City,and provide suggestions for improving the quality of the services.Method:The community nursing services in Laishan District,Yantai City were investigated through questionnaires and on-site observations.Result:The content of nursing services was correlated with the professional titles of the staff.The guidance given to patients and caregivers was significantly correlated with the educational level of community nursing personnel.Therefore,this indicates that the professional titles and educational backgrounds of the community nursing personnel have a significant impact on the quality of service provided.Conclusion:The role of professional title evaluation can be optimized,further enhancing the educational level of nurses in surrounding communities,optimizing service content and methods,etc.,in order to improve the quality of community nursing services in the region.

Public satisfaction with the quality of First Health Facility Services in Indonesia: Does sociodemographic matter?

Objective:To investigate individual characteristics related to satisfaction with the quality of First Health Facility Services(FHFS)in Indonesia.Methods:This cross-sectional study analyzes national representation data.Meanwhile,the study involved 9846 representative respondents in 2019.Respondent’s satisfaction with FHFS based on the five dimensions of service quality(SERVQUAL)is a dependent variable.Independent variables consist of sex,marital status,age,education,employment,insurance ownership,and economics.The study used multivariate logistic regression to explain the relationship between individual characteristics and FSHS quality.Results:77.3%Respondents were satisfied with FHFS,with the highest order of satisfaction dimensions being assurance(59.4%),empathy(57.3%),reliability(53.6%),responsiveness(52.7%),and then tangibility(49.1%).Multivariate logistic analysis showed that divorce was 1.48 more likely than never-married to be satisfied(95%CI 1.17-1.87).Employees were 0.77 less likely than the unemployed to get satisfied(95%CI 0.70-0.86).Respondents with higher education was 0.82 less likely than those with primary education to be satisfied(95%CI 0.67-0.99).Meanwhile,respondents who had government-run insurance were 1.61 more likely than uninsured to be satisfied(95%CI 1.42-1.80).Moreover,the rich were 0.82 less likely than the poor to get satisfied(95%CI 0.73-0.92).Conclusions:Community satisfaction with FHFS is generally high,though some areas could be improved.Demographic factors are still strongly related to satisfaction ratings.The government can assess the quality of services in accordance with standards and disseminate information about service standards for primary facilities to all levels of society,ensuring that service satisfaction is rated as good by all groups.

Data Center Traffic Scheduling Strategy for Minimization Congestion and Quality of Service Guaranteeing

According to Cisco’s Internet Report 2020 white paper,there will be 29.3 billion connected devices worldwide by 2023,up from 18.4 billion in 2018.5G connections will generate nearly three times more traffic than 4G connections.While bringing a boom to the network,it also presents unprecedented challenges in terms of flow forwarding decisions.The path assignment mechanism used in traditional traffic schedulingmethods tends to cause local network congestion caused by the concentration of elephant flows,resulting in unbalanced network load and degraded quality of service.Using the centralized control of software-defined networks,this study proposes a data center traffic scheduling strategy for minimization congestion and quality of service guaranteeing(MCQG).The ideal transmission path is selected for data flows while considering the network congestion rate and quality of service.Different traffic scheduling strategies are used according to the characteristics of different service types in data centers.Reroute scheduling for elephant flows that tend to cause local congestion.The path evaluation function is formed by the maximum link utilization on the path,the number of elephant flows and the time delay,and the fast merit-seeking capability of the sparrow search algorithm is used to find the path with the lowest actual link overhead as the rerouting path for the elephant flows.It is used to reduce the possibility of local network congestion occurrence.Equal cost multi-path(ECMP)protocols with faster response time are used to schedulemouse flows with shorter duration.Used to guarantee the quality of service of the network.To achieve isolated transmission of various types of data streams.The experimental results show that the proposed strategy has higher throughput,better network load balancing,and better robustness compared to ECMP under different traffic models.In addition,because it can fully utilize the resources in the network,MCQG also outperforms another traffic scheduling strategy that does rerouting for elephant flows(namely Hedera).Compared withECMPandHedera,MCQGimproves average throughput by 11.73%and 4.29%,and normalized total throughput by 6.74%and 2.64%,respectively;MCQG improves link utilization by 23.25%and 15.07%;in addition,the average round-trip delay and packet loss rate fluctuate significantly less than the two compared strategies.