Customer satisfaction of bicycle sharing: studying perceived service quality with SEM model

ABSTRACT

Bicycle sharing is an emerging business in many cities worldwide and has attracted a large number of users, due to its convenience, environmental friendliness, low cost, and flexibility for short-distance travels. This study evaluates main factors affecting the perceived service quality, satisfaction, and loyalty of bicycle sharing customers. We design measurement variables, conduct a satisfactory survey on customers using OFO bicycle sharing service in Ningbo, China, develop a Service-Satisfaction-Loyalty model using structure equation modeling (SEM), and conduct statistical analysis. The perceived service quality was simplified to three dimensions including: perceived service quality of platform, perceived quality of bicycle entity, and perceived quality of value. The results show that SEM model can account for commonly unobserved variables within satisfaction and loyalty of bicycle-sharing. Perceived services quality of bicycle entity and platform are found to affect customer satisfaction significantly, while perceived quality of value is not a significant factor. This study confirms that satisfaction decisively leads to loyalty of bicycle sharing.     

顾客满意和企业效益

本文介绍了顾客满意研究的基本内容,分析了顾客满意与顾客心理、顾客满意与顾客忠诚以及顾客忠诚与企业利润之间的关系,特别强调,企业在实施顾客满意管理时应综合考虑顾客心理、忠诚度、利润、经营策略等因素才能实现企业的战略目标.     

顾客满意需要组织内外结合--企业的内部顾客及其满意度评价

本文分析了识别组织内部顾客的三种类别,即职级关系顾客,职能关系顾客,流程关系顾客;论述了关注内部顾客与产品质量、经营活动、心理需求、外部顾客、企业核心价值观之间的关系,提出了开展内部顾客满意度测评的三个基本条件企业制定了以顾客满意为核心的发展战略与目标、确立了以顾客满意为核心的文化理念与价值观、建立了以顾客满意为核心的管理体系与机制;以及针对企业在开展内部顾客满意度测评所反映出的一些困惑,给出了应注意处理好的有关问题的建设性见解.     

The impact of primary service and servicescape on customer satisfaction in a leisure service setting: an empirical investigation among theatregoers

• This paper investigates the effects of perceived primary service and perceived servicescape on customer satisfaction in theatres. According to a questionnaire study, among n = 2897 theatregoers in 12 German‐speaking theatres, factors pertaining to the perceived primary service are most influential on customer satisfaction (in particular, the perceived artistic quality, followed by visitors' emotional and cognitive response to the performance). Contrariwise, factors pertaining to the perceived servicescape (i.e. seating and view; other customers' behaviour) are only of minor relevance for customer satisfaction. Furthermore, the influence of both perceived primary service quality and perceived servicescape quality on customer satisfaction is subject to moderating individual factors, such as visitors' theatrical competence and their motivation for attending a theatre performance.

Copyright © 2015 John Wiley & Sons, Ltd.     

Customer satisfaction evaluation by common component and specific weight analysis using a mixed coding system

Quality & Quantity - The Servqual model (Parasuraman et al. in J Mark 49(4):41–50, 1985; J Retail 64:12–40, 1988) involves a set of five dimensions ranked as the most important for...     

Culture,industrialisation and multiple domains of employees' job satisfaction: a case for HR strategy redesign in India

This paper explores the link between cultural behavioural traits, the potential effect of industrialisation and multiple domains of job satisfaction, utilising survey data collected from public and private service sector employees in Shillong, the capital city of Meghalaya in the North East Region (NER) of India. Results from ordered probit regressions demonstrate a statistically significant impact of both, extrinsic and intrinsic moderating factors on Indian employees' job satisfaction. In view of India's widely reported collectivistic cultural traits, which are assumed to emphasise primarily the importance of extrinsic job aspects, our findings are surprising. They suggest that in the wake of India's significant economic developments the impact of intrinsic job rewards has played ‘catch-up’ with that of their extrinsic counterparts. As such, the study provides evidence in support of embracing human resource management (HRM) practices that incentivise Indian employees not only through their traditional methods aimed at extrinsic job rewards but also by explicitly addressing individual ambitions, needs and aspirations.     

服务公正性与内、外部顾客满意

服务性企业管理人员应充分认识公正性的重要性,深入了解员工评估企业人力资源管理工作公正性和顾客评估服务公正性的各项原则,改进企业人力资源管理工作和服务质量管理工作,提高员工的工作满意感和责任感,进而提高顾客对企业的满意程度和信任感,以便提高企业的经济收益.     

Work motivation and public service motivation: disentangling varieties of motivation and job satisfaction

Research on motivation in the public sector has used public service motivation (PSM) and self-determination theory (SDT) interchangeably. This paper compares both theories, develops hypotheses pertaining to their assumptions, and empirically tests them in two public offices in Switzerland. We then explore their relationship with job satisfaction as an indicator of predictive validity. We find that SDT and PSM display conceptual differentiation and SDT has a strongest relationship to job satisfaction. However, moderation analysis suggests that employees with high levels of PSM have more stable job satisfaction compared to their low-PSM counterparts.     

ERP系统的客户化和二次开发

在分析ERP系统客户化和二次开发客观必然性的基础上,结合某企业ERP系统客户化和二次开发的成功经验,提出了ERP系统客户化和二次开发的原则与解决方案。     

Customer service-focused HRM systems and firm performance: evidence from the service industry in Taiwan

Abstract

This study adopts a resource-based view, attraction–selection–attrition theory and a focused approach to examine the link between service-focused human resource management (HRM) systems and firm performance. Internally, we examine employee competency as the ‘black box’ between service-focused HRM systems and firm performance. Externally, we examine the effect of the interplay of a service-focused strategy and service-focused HRM systems in predicting firm performance. We collect data from different sources (i.e. executives, human resource members, and line managers). Using a final sample included 2120 respondents from 175 firms in the service industry in Taiwan, the results show that customer service-focused employee competency transmitted 53% of the effect of customer service-focused HRM systems on firm performance. In addition, when a firm implements a less service-focused business strategy, service-focused HRM systems leads to significant improvement in firm performance. Implications for research are discussed.     

Developing holistic leaders: Four domains for leadership development and practice

Leadership development and practice have traditionally been quite narrow, with a decided focus on the analytical realm of leadership. However, the contemporary climate of corporate scandal and resultant loss of societal confidence, coupled with the evolving demands, needs, and expectations of employees, point to the potential need for a more holistic approach to leadership. Thus, this article proposes how management education and leadership development programs can develop holistic leaders that are adept at operating in the analytical, conceptual, emotional, and spiritual domains of leadership practice. An integrated model for holistic leadership development and practice that addresses all four of these domains is proposed, and grounded in both established and emerging leadership development theory. Additionally, a leadership development classification scheme is proposed based on classroom, job, and organizational contexts.     

Supplier satisfaction and commitment: The role of influence strategies and supplier development

Although considerable research is dedicated to influence strategies and supplier development, a lack of empirical support exists of their effects on supplier satisfaction and commitment. This exploratory study aims to fill this gap by investigating first-tier suppliers in the German automotive industry. Supplier reactions to three different influence strategies and two types of supplier development efforts are examined. Results indicate that supplier commitment is affected by the use of promises and both human- and capital-specific supplier development, while supplier satisfaction is affected by indirect, other direct influence strategies and capital-specific supplier development.     

A structural compendium on service quality and customer satisfaction: A survey of banks in India

ABSTRACT

The core aim of the research is to measure and analyze the quality of services offered by the top three public- and private-sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 600 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Chi-square tests and t-tests. All the public-sector banks chosen for the study lead in the satisfaction index over the private-sector banks by demonstrating differences in the dimensions of credibility, influence, and geographic spread. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the quality of bank services in India.     

浅谈提高农村电力服务满意度的策略

新时期我国社会主义经济实现了飞跃性的发展,全国各地人民生活水平得到了显著的改善。自十一五计划以来,国家对农村经济建设给予了更多的优惠政策,这为新农村建设的改革创造了更多有利的条件。但在农村变革历程中也存在许多潜在的问题,若不及时解决将制约农村未来的发展。农村"用电难"是当前新农村建设困境之一,电力供应不足直接影响了农民的日常生活。基于此,文章主要分析了提高农村电力服务满意度的相关策略。     

Market segmentation,service quality,and overall satisfaction: self-organizing map and structural equation modeling methods

Quality & Quantity - In a service-dominant paradigm, service is the core of society and industry. This study explores the hierarchical roles of core service, facilitating service, and...     

The impact of employee satisfaction on quality and profitability in high-contact service industries

The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high-contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability. Using structural equations modeling, we found that employee satisfaction is significantly related to service quality and to customer satisfaction, while the latter in turn influences firm profitability. We also found that firm profitability has a moderate non-recursive effect on employee satisfaction, leading to a “satisfaction–quality–profit cycle”. Our empirical investigation suggests that employee satisfaction is an important consideration for operations managers to boost service quality and customer satisfaction. We provide empirical evidence that employee satisfaction plays a significant role in enhancing the operational performance of organizations in the high-contact service sector.     

Passenger satisfaction: a multi-group analysis

To analyse the level of passenger satisfaction of a public local transport service, after an explorative factorial analysis, a Structural Equation Model was adopted. The main goal of this paper is to verify how much some service characteristics could influence the perceived quality of the service. The passengers are found very sensitive to the level of the service organization and to the way the service is delivered (punctuality and regularity, and short waiting time). The safety and reliability of buses, the level of comfort and cleanness and the professionalism and courtesy of staff had, also, a big weight to determinate of the customer satisfaction. Applying a further analysis on different sub-samples, based on individual characteristics, we found that the model above identified is full invariant for different residence area and frequency of use of the service, and partially invariant for age groups, employment status, time slot of use and reason of use. The test of invariance the structural coefficients failed considering gender or education level of the passengers.     

Migration and public policies: a further empirical analysis

This study of internal migration at the state level empirically investigates the Tiebout hypothesis (as extended by Tullock) of “voting with one’s feet.” In addition to its adoption of more current data (net migration from July, 2000 through July, 2008) than other related studies to date, the model differs from most previous comparable studies by including a separate cost of living variable and a measure of per capita state income tax burdens. We also test the hypothesis using two alternative specifications: one linear and the other semi-log. Finally, the analysis also provides both OLS and 2SLS estimates. The advantage of this multi-faceted approach is that it permits an assessment of how sensitive the results are to specification changes and to different estimation procedures. After controlling for economic factors and a quality of life/climate variable, migrants (consumer-voters) appear to prefer lower state income tax burdens, lower state plus local property tax burdens, and higher per pupil outlays on primary and secondary public education.     

Securing customer satisfaction through component service specifications: Purchasing maintenance services for social rented housing

Many companies nowadays buy services that they pass on to their customers. A specific example is a housing association that buys maintenance services to be delivered to their tenants. These services are referred to as component services and have a large impact on end customers, and this should be taken into account when developing the specifications for the service.The main objectives of this article are to (1) find out what end customers perceive as important for their customer satisfaction for component services; and (2) investigate whether the buying company gives sufficient attention to these characteristics in their service specifications. We investigate these issues in the context of maintenance services bought by Dutch housing associations and conduct a survey among tenants to determine the relative importance of different characteristics of the maintenance they receive on their dwellings. Subsequently, we investigate service specification documents to verify whether they sufficiently reflect the characteristics that are important for tenants.The survey results show that determinants of maintenance service quality that add to perceived tenant control are more important in case of reactive maintenance than in case of planned maintenance. Based on our analyses, we conclude that the selected housing associations only to a limited degree take these aspects into account in the specifications of maintenance services. Although replication in other settings is required, the results of this study suggest that buying companies are not always aware of the specific characteristics of component services, and how this affects the purchasing process.