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.

The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia

This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.

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.

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.

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.

Identifying Existing Bus Service Condition and Analyzing Customer Satisfaction of Bus Service in Dhaka City

Bus systems provide a versatile form of public transportation with the flexibility to serve a variety of access needs throughout an urban area. Efficient operation of the public transport is a key factor for the improvement of living condition in Dhaka city. Transport service performance should be assessed from the passengers’ perspectives to evaluate these perceptions in transportation planning. The exploration of service quality of bus is essential in order to provide a better service in future. The objective of this research is to access overall customer satisfaction in public bus transport of Dhaka city. A questionnaire survey was conducted in five locations in Dhaka city. Bus users’ satisfaction was analyzed by discrete choice logit model towards quality, reliability, safety and security and service provided by buses functioning in Dhaka city. The result indicated that more than half of the respondents believed that the present condition of bus service is not satisfactory. In case of the quality of buses, people think that the body and sitting arrangement of the buses are uncomfortable. Regarding the safety and security condition, main three reasons of dissatisfaction of passengers’ are unsafe driving practices, poor boarding and alighting facilities and lack of law enforcing agencies surveillance. Reasons which make the service unsatisfactory include irregular service provided by buses, regular overcrowding, lack of good standard buses and lack of cleanliness. In spite of these negative views, users’ possessed a positive attitude for buses which is the low travel cost.

The Effect of Public Healthcare Service Quality on Residents’ Satisfaction in the United Arab Emirates (UAE), the Case of Ajman Emirate

The quality of healthcare services is becoming a major concern in all countries, through improving performance to maximize the population health, effectively and efficiently, by doing the right thing, at the right time, in the right way, for the right person and having the best possible results, through well-managed hospitals and clinics. The purpose of this paper is to identify and measure Ajman residents’ satisfaction on healthcare service, using data of a sample of 1035 households, randomly selected from a total of 95,531 households, who were permanently residing in the Emirate of Ajman and having prior experience in availing any healthcare service. Data were analyzed using the Statistical Package for the Social Sciences (SPSS) version 22 and AMOS version 22. Structural Equation Modeling (SEM) analysis showed an acceptable model fit used to measure residents’ satisfaction. Findings showed that in the government sector only reliability and empathy correlated positively with healthcare service quality, which also had a strong, positive correlation with residents’ satisfaction, while tangible, assurance and responsiveness were not sufficiently correlated to healthcare service quality. On the other hand, for private sector, except for responsiveness and tangible dimensions, reliability, assurance, and empathy correlated positively with healthcare service quality, which also had a strong, positive correlation with residents’ satisfaction. This study used healthcare service quality dimensions, namely, tangible, reliability, responsiveness, assurance, and empathy, to determine the residents’ satisfaction within the public hospitals and to provide an empirical contribution to understanding the factors associated with public satisfaction and healthcare systems. According to the survey results, Ajman residents were satisfied 82% on Quality Dimension, 77% on Empathy Dimension, 80% on both Assurance and responsiveness Dimensions, 89% on Reliability Dimension and 88% on Tangible Dimension. Moreover, Statistical analysis revealed that, each of Tangible Dimension, Healthcare Service Quality Dimension and Empathy Dimension, is positively correlated with Healthcare Service Quality. Likewise, Healthcare Service Quality, is also positively correlated with residents’ satisfaction. But Reliability, Responsiveness, and Assurance Dimensions, are not positively correlated with Healthcare Service Quality.

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 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.

SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

Railway is the backbone of Chinese transportation system,but its poor quality of services for passengers cause complains now and then.This study first analyzed the influencing factors of service quality on railway passenger,and its quality characteristics was also explained,and finally we proposed an evaluation system of service quality on railway passenger transport.Through the statistical analysis and processing of the basic information from survey data from railway station,trains and the official website of the ticket purchase,the evaluation score of question naire was converted into the score in evaluation index system,which was based on SERVQUAL model.Finally,the evaluation index system was applied to the field test,and all levels of indicators and the overall evaluation of railway passenger transport service quality was obtained.The relevant results show that the evaluation model of this study is concise and practical,and the method has certain practicability and promotion value,which is beneficial to the department of management supervision in railway transportation.

Assessment of Food Service Quality of Chicken Republic and Mega Chicken Restaurants, Lagos, Nigeria

In this project, assessment of food service quality of two restaurants in Lagos was carried out. The study assessed quality of food served in Chicken Republic compared with Mega Chicken. Three hundred (300) copies of questionnaires were administered to the customers in Chicken Republic Restaurant while two hundred (200) copies questionnaires were administered to the customer in Mega Chicken Restaurant. In order to analyze the data, simple percentage method was adopted in which the respondents responded to variables like, quality of services, quality of food, healthy food, price and value and condition of environment as factors that determine their patronage. The result of the study showed that the customers prefer Mega Chicken. It also showed that there is a relationship between the customers’ satisfaction and customer patronage in a choice of restaurant. The result of the project could be of use to the intending restaurants’ operators to understand the trend and determinants of customers’ patronage. Recommendation is made that restaurant’s operation should intensify effort for training and retraining of the staff on customer delight.

The Role of Service Quality,Perceived Value and Trust on Calculative Commitment and Loyalty Intention

Global mobile communication is one of the most dynamic and important service markets.Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs,such as service quality,customer perceived value,customer satisfaction,perceived switching costs,corporate image,and customer loyalty,is vital to the mobile communications market.This paper aims to investigate the role of service quality,trust,and perceived value on calculative commitment and loyalty intention in the customers of mobile telephone network service providers(MTNSPs).To notify the meaningful factors for the calculative commitment and loyalty intention of the users in using mobile phones,this study focuses on the effect of service quality and perceived value in the trust and identifying the role of trust in forming customer loyalty.As many as 125 users of mobile phone users—house wife were surveyed in Coimbatore,Tamil Nadu,India.The data are analyzed by path analysis.This study shows that service quality has a direct and positive effect on trust,trust has a direct and positive effect on calculative commitment,calculative commitment has a direct and positive effect on loyalty,and direct and positive relationship between perceived value and calculative commitment,perceived value,and loyalty are also confirmed.In terms of mobile telecommunication systems,it is found that the users may exhibit noticeable differences in using this service.This study provides important hints to strengthen the relationship between the network service providers and their customers.

Effect analysis of applying high-quality service model to surgical nursing

BACKGROUND Surgical care of the hand plays a crucial role in the medical field,as problems with the hand can profoundly affect a patient's quality of life and function.In order to meet the needs of patients,improve patient satisfaction and improve treatment outcomes,high-quality service models have been introduced in the field of nursing.AIM To explore the effect analysis of applying high-quality service model to surgical nursing.METHODS We conducted a retrospective study of patients who underwent hand surgery at our hospital between 2019 and 2022,using a quality service model that included improved patient education,pain management,care team collaboration,and effective communication.Another group of patients received traditional care as a control group.We compared postoperative recovery,satisfaction,complication rate,and length of hospital stay between the two groups.Inferential statistics were used to compare the difference between the two groups by independent sample t test,Chi-square test and other methods to evaluate the effect of intervention measures.RESULTS Postoperative recovery time decreased from 17.8±2.3 d to 14.5±2.1 d,pain score decreased from 4.7±1.9 to 3.2±1.4,and hand function score increased from 78.4±7.1 to 88.5±6.2.In terms of patient satisfaction,the quality service model group scored 87.3±5.6 points,which was significantly higher than that of the traditional care group(74.6±6.3 points).At the same time,patients'understanding of medical information also improved from 6.9±1.4 to 8.6±1.2.In terms of postoperative complications,the application of the quality service model reduced the incidence of postoperative complications from 26%to 10%,the incidence of infection from 12%to 5%,and the incidence of bleeding from 10%to 3%.The reduction in these data indicates that the quality service model plays a positive role in reducing the risk of complications.In addition,the average hospital stay of patients in the quality service model group was shortened from 6.8±1.5 d to 5.2±1.3 d,and the hospitalization cost was also reduced from 2800±600 yuan to 2500±500 yuan.CONCLUSION Applying a quality service model to hand surgery care can significantly improve patient clinical outcomes,including faster recovery,less pain,greater satisfaction,and reduced complication rates.

Using the SERVQUAL Model in Prediction of Customer Satisfaction in Czech Fitness Centres

The aim of this study is to examine the applicability of the SERVQUAL model which predicts customer satisfaction in the area of fitness in the Czech Republic.Three hundred and fifty-six respondents from three Prague fitness centres and one fitness centre in P?íbram,Central Bohemia,participated in the research.Service quality was measured by the SERVQUAL model,and satisfaction was measured by the Oliver scale.Two files of data were gathered:the first with the aim to find out customer expectation with which customers attend their fitness centre;and the second with the aim to find out their quality perception.A difference of measured values was set and these results were subsequently used to predict customer satisfaction.The results of the study do not support the usage of the SERVQUAL model to predict customer satisfaction in fitness centres throughout the Czech Republic.The results indicate the need for another study of factors that determine customer satisfaction in the area of fitness in the Czech Republic.

Research on Customer Satisfaction of Power Supply Enterprise

The time has come for all types of power generation groups and private capital to fully enter the electricity sales market. The competition for power sales is mainly reflected in the power supply service. So what is the current status of power supply enterprise services? To this point, this paper conducts a questionnaire survey on the satisfaction status of power supply services of some power users, and conducts statistics and analysis on its data, and establishes a customer satisfaction model for power supply enterprise services, and then uses weighted arithmetic average method to measure 152 online customers. The results of the satisfaction questionnaire are analyzed, and it is expected to provide reference for the power marketing system.

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.