Browsing by Subject "SERVQUAL"
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ItemIdentification of service quality competency framework for the lounge attendants: a case of a privately-owned airline in Thailand(Bangkok : Assumption University, 2019) Nuchanart CholkongkaService quality is a critical competitive differentiator, particularly for A airways, which cannot compete with low-cost carriers (LCCs) based on price; the airport lounge service has been identified as a critical aspect of overall airline service quality. However, an established competency framework for airline lounge staff, and clear understanding of the competencies that contribute to service quality in airline lounges are currently lacking. This research was conducted to determine whether staff competencies influence the service quality ratings for airport lounges, and to identify the most important staff competencies for providing exceptional service. A airway’s customers (n = 419) were surveyed, and supplemental qualitative data was also collected via a series of interviews with airport lounge staff and passengers (n = 20), as well as focus groups with industry experts (n = 18). Multiple regression analysis of the survey data indicated that five competencies influence service quality ratings; these were efficiency, helpfulness, communication skills, the ability to maintain a neat and professional appearance, and knowledge (which was negatively related to service quality ratings). Content and thematic analysis from the interviews and focus group transcripts highlighted the importance of additional competencies, including problem solving and conflict resolution skills, attention to detail, situational awareness, service-mindedness, friendliness, the ability to maintain a positive attitude, a caring approach, and general customer service and hospitality skills.
ItemTHE IMPACT OF PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION ON CUSTOMER LOYALTY OF MEDINBOX(Digital Production Press, Assumption University, 2017) Wang, LanyifanThe following study of this paper is to examine the impact of perceived service quality, customer satisfaction on customer loyalty of Medinbox with the 103 numbers of valid respondents. This study discusses the importance customer Perceived Service Quality which influence Customer Overall Satisfaction, Customer Loyalty in a long-term. The results stated that Perceived Service Quality, Customer Overall Satisfaction, and Customer Loyalty are significantly related to each other. Recommendations are for managers of Medinbox to understand a whole picture of how does this variable related to each other, so that they could take action into improving customer Perceived Service Quality to gain higher Customer Overall Satisfaction, in order to get Customer Trust and let customers become loyal by using service quality as a competitive advantage.
ItemThe influence of service quality on overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Banking in BangkokThe main objective of this paper is to identify the critical service quality dimensions that influence overall customer satisfaction and the influence of overall customer satisfaction on customer loyalty in Retail Bangking in Bangkok. SERVPERF measurement was applied to measure service quality of Retail Bangking. 400 questionnaires were employed to collect data in front of five banks and a quota sampling method was used to ensure that representatives of each bank were proportionate based on the number of bank branches in Bangkok. Regression analysis was applied to test the hypotheses for this study. The results indicated that all five-service quality dimensions; tangible, reliability, responsiveness, assurance and empathy positively influence overall customer satisfaction and there was a positive influence of overall customer satisfaction on customer loyalty in Retail Bangking. Implications for practice are also presented and limitations of research and recommendations for further research are also discussed in this study.