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Optimizing service quality management of the bus rapid transport system in lagos using the multi-criteria decision analysis

AdebiyI Sulaimon Olanrewaju, Akinrinmade Oluwagbenga John, Amole Bilqis Bolanle

Zeszyty Naukowe. Transport / Politechnika Śląska

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2022

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z. 116

5--23

EN

Evaluation of Bus Rapid Transportation (BRT) based on service quality criteria and customer satisfaction can never be overemphasized due to its derivative, such as optimizing the performance of the transportation industry. Thus, this study employs the multi-criteria decision-making (MCDM) method for the evaluation of service quality and customer satisfaction of the BRT system in Nigeria using the fuzzy analytical hierarchy process (FAHP) and visekriterijumska optimizacija i kompromisno resenje (VIKOR), which are components of multi-criteria optimization and compromise solution to evaluate notable factors responsible for the user’s perspective. Research design is quantitative and analytical in nature through a survey of experts who are users of BRT services. Samples were drawn through a multi-stage sampling procedure and a total of 402 copies of questionnaires were administered to BRT users based on their experience with the system. Hence, VIKOR and FAHP methods are applied to analyse data retrieved from the field on services quality and performance level. The service quality (SERVQUAL) model (a multi-dimensional research instrument designed to capture consumer expectations and perceptions of service) was modified thereby generating six dimensions and thirty-six service criteria for this research. The FAHP method was employed to determine the weights of the decision criteria because there is a need to measure commuters’ perceptions and expectations based on numerical linguistic variables due to the vague, imprecise and complexity related to the nature of services. The criteria weights and responses of the survey analysis (data) related with the BRT are input for the VIKOR method for ranking. As measuring the perception of service quality based on crispy value can often be misleading, hence, the use of the fuzzy MCDM method can give a more realistic measurement. The result of the multi-criteria decision analysis revealed that pricing quality is the most relevant service quality dimension to users’ satisfaction, followed by the empathy quality dimension. The summary of strength and weakness areas of service quality discovered through the research and its managerial implications with recommendations were related to the appropriate authority in charge of the BRT system for improved performance.

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The adoption of SERVQUAL method to analyze the quality assurance factors of personal protective equipment for health care workers

Orzeł Bartosz, Horodecka Anna Maria

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

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z. 151

501--512

EN

Purpose: The purpose of article is to perform the analysis method based on SERVQUAL method, which will allow us to analyze and asses factors connected to quality assurance of health care workers' personal protective equipment and its level. Design/methodology/approach: The main objective is to present method of data collection. It should be achieved by using a SERVQUAL method adoption to create a set of questions, which can be directed to medical and health care workers. The main method used in research is questionnaire. Scores from it can be useful for further statistical analysis. The approach on this stage of research is theoretical. Findings: The main finding is create useful questionnaire, which can be helpful to analyze and asses factors and level of quality assurance of health care workers' personal protective equipment (PPE). The other one is to use GAP method to discover 5 gaps in PPE delivery to health care workers in Polish medical facilities. Research limitations/implications: This paper presents only adopted to research in PPE quality of health care workers SERVQUAL method and the build of questionnaire (survey), which will be useful to next researches and statistical analysis It will be introduce in future, however the proposition of action path was shown in this paper. Practical implications: A useful questionnaire can be implicate in broader understood improvement of health care workers' personal protective equipment quality. This questionnaire should allow us to analyze and define, which elements of equipment are mostly limited and need in Polish health care institutions such as hospitals, clinics etc. Social implications: The main positive result is define what is necessary to improve and assure good quality and safety in COVID-19 pandemic times both for health care workers and patients. Introducing of further suggested actions can help to minimize risk of infection, which can contribute to improving the sense of security and social order in these times. Originality/value: This paper touches important in COVID-19 pandemic times issues, which are connected to health care workers safety and hence for all society.

3

Analysing the Effect of Forced Shifting Towards E- Learning during Covid-19 for Student Perceived Satisfaction Variables and Service Quality Dimensions

Zaheer Asma, Albugami Moteb Ayesh

Advances in Science and Technology. Research Journal

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2021

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Vol. 15, no 4

174--181

EN

With the rapid spread of COVID-19 posing indefinite lockdowns globally with easy and cheap access to internet, e-learning tools are gaining popularity as a medium of learning. The area of e learning service quality is getting attention. The spate of conferences and webinars were conducted and many educational institutions have shifted from traditional means of teaching to online virtual classrooms. Many researchers previously suggested that acceptance of e-learning courses is influenced by perceived service quality. However, proper measurement e learning service quality is an issue which remains unaddressed. As far as higher education is concerned, the success, of this program shows varied results. There is a lack of studies especially in the area of student’s perception of e learning service quality in higher education context. The study also assesses the technological forced shifting in the area during covid 19. Therefore this study is initiated with a desire to assess e learning quality vis a vis student satisfaction through SERVQUAL model in higher education. In order to accomplish our objectives and in the light of extant literature review and discussion, the study utilizes adapted SERVQUAL scale. This study, Utilized a SERVQUAL Model for measuring e learning among higher education students. The study assesses unidimensionality through (CFA). Analysis was conducted to investigate the reliability and validity of the research scale, and the structural equation model (SEM) to examine the hypothesized model.

4

The quality of smart mobility: a systematic review

Nagy Simon, Csiszár Csaba

Zeszyty Naukowe. Transport / Politechnika Śląska

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2020

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z. 109

117--127

EN

Smart cities and smart mobility are often analysed by systematic, sustainability-related, informatical, etc., issues. However, the quality elements of smart mobility services have not yet been reviewed. In this paper, we reviewed smart cities and smart mobility as well as the quality elements of smart mobility services. Based on the reviewed literature, we illustrated the requirements against smart mobility and uncovered the need for optimisation. We also interpret a monitoring method based on SERVQUAL. This method can be a base of establishing key performance indicators as well as benchmarking between cities.

5

Students’ opinions of service quality in the field of higher education

Puchała Jacek

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2020

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z. 143

259--274

EN

Abstract: The reform of higher education has introduced some changes in the scoring of publications and the award of degrees and academic titles. Missing are changes in the regulations concerning the financing of studies. Students still do not know how much money is spent on their education. Thus, financial resources should be reflected in the quality of information received. This article is a case study of students of Economics and Management from the Faculty of Agriculture and Economics of the University of Agriculture in Krakow and the Faculty of Management and Production Engineering of the State Vocational College in Oświęcim. The SERVQUAL survey method was applied. The research was conducted during the summer semester of the 2018/19 academic year. The results of the research indicate that students at the public college in Oświęcim have higher expectations than those from the university in Kraków. The students of the University of Agriculture evaluated the quality of their education as being closer to their expectations. Moreover, students of part-time studies are usually more demanding than their full-time counterparts. However, it is easier to satisfy lower expectations. Through appropriate marketing of the university, the marketed product can be shaped in such a way that the quality assessment is satisfactory for the university.

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Pomiar jakości usług w organizacji zorientowanej na klienta – zastosowanie metody SERVQUAL

Dudek-Burlikowska Marta

Problemy Jakości

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2019

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R. 51, nr 10

15--22

PL

Celem artykułu jest przedstawienie istotności pomiaru jakości usług w organizacji ukierunkowanej na budowanie właściwych relacji z klientem. W opracowaniu omówiono współczesne postrzeganie orientacji na klienta oraz opisano ogólne założenia metody SERVQUAL. Dla wybranej organizacji usługowej branży medycznej przedstawiono zbudowany kwestionariusz oraz wyniki badań zgodnych z metodą SERVQUAL.

EN

The purpose of the paper is to describe the significance of measuring the quality of services in the organisation focused on creating proper relations with the client. The paper discusses the contemporary perception of customer orientation and also describes the general principles of the SERVQUAL method. For the selected medical service organisation a structured questionnaire and the results of the SERVQUALtest were presented.

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Pomiar jakości usług gastronomicznych świadczonych przez osoby z niepełnosprawnościami – prezentacja kwestionariusza Kano

Tutko Marta, Pokrzywa Magdalena

Problemy Jakości

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2019

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R. 51, nr 5

7--13

PL

Niniejszy artykuł ma na celu: (1) identyfikację metod stosowanych do pomiaru i oceny jakości usług świadczonych przez osoby z niepełnosprawnościami, (2) opracowanie wzorca oceny do pomiaru jakości usług gastronomicznych oraz (3) zaprojektowanie kwestionariusza Kano do pomiaru jakości usług gastronomicznych. W pracy przedstawiono propozycję modyfikacji i integracji metod stosowanych do oceny jakości usług gastronomicznych (ze szczególnym uwzględnieniem metody DINESERV oraz modelu Kano). Zaproponowane rozwiązanie teoretyczne może być wykorzystane do dokonania pomiaru jakości usług gastronomicznych świadczonych przez osoby z niepełnosprawnościami oraz do poznania wpływu atrybutów usługi gastronomicznej na jakość postrzeganą przez klientów.

EN

This article aims to: (1) identify the methods used to measure and assess the quality of services provided by people with disabilities, (2) develop a benchmark for measuring the quality of catering services and (3) design a Kano questionnaire for measuring the quality of catering services. The paper presents a proposal for the modification and integration of methods used to assess the quality of catering services (with particular emphasis on the DINESERV method and the Kano model). The proposed theoretical solution can be applied to measure the quality of catering services provided by people with disabilities and to learn about the impact of the gastronomic service attributes on the quality perceived by customers.