企业形象与服务质量:以印尼捷运为例

Q1 Decision Sciences
S. Marina, Krishnanda Pasha, P. Ricardianto, Theresye Yoanyta Octora, Olfebri Olfebri, A. Rahmawati, Tigor Franky Devano Sianturi, Esa Setia Wiguna, P. P. Sitorus, Endri Endri
{"title":"企业形象与服务质量:以印尼捷运为例","authors":"S. Marina, Krishnanda Pasha, P. Ricardianto, Theresye Yoanyta Octora, Olfebri Olfebri, A. Rahmawati, Tigor Franky Devano Sianturi, Esa Setia Wiguna, P. P. Sitorus, Endri Endri","doi":"10.5267/j.uscm.2023.3.021","DOIUrl":null,"url":null,"abstract":"This research aims to identify the factors, including service quality, corporate Image, and perceived Value, that contribute to Mass Rapid Transit Jakarta's customer satisfaction. Mass Rapid Transit is a mass transportation that has become necessary due to the prevalence of private automobiles in Jakarta. This study employs a descriptive quantitative methodology using a survey of 165 Mass Rapid Transit passenger respondents and descriptive statistical analysis and modeling with the Structural Equation Modeling-Partial Least Square. The results showed that the Quality of Service has a positive effect on passenger satisfaction, the corporate image does not affect passenger satisfaction, the perceived value has a positive contribution to passenger satisfaction, and the Quality of Service has a positive effect on the perceived value. Furthermore, the corporate image positively contributes to perceived value, service quality positively affects customer satisfaction mediated by perceived values, and the corporate image does not affect passenger satisfaction mediated by perceived value. Therefore, mass Rapid Transit Jakarta needs to make various innovations to improve service quality mediated by service quality dimensions that refer to service quality. In addition, the human capital of service officers at Mass Rapid Transit Jakarta needs to be improved in terms of Quality and competency so that passengers' opinions of the service staff are more favorable, increasing both perceived value and customer satisfaction.","PeriodicalId":23429,"journal":{"name":"Uncertain Supply Chain Management","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport\",\"authors\":\"S. Marina, Krishnanda Pasha, P. Ricardianto, Theresye Yoanyta Octora, Olfebri Olfebri, A. Rahmawati, Tigor Franky Devano Sianturi, Esa Setia Wiguna, P. P. Sitorus, Endri Endri\",\"doi\":\"10.5267/j.uscm.2023.3.021\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This research aims to identify the factors, including service quality, corporate Image, and perceived Value, that contribute to Mass Rapid Transit Jakarta's customer satisfaction. Mass Rapid Transit is a mass transportation that has become necessary due to the prevalence of private automobiles in Jakarta. This study employs a descriptive quantitative methodology using a survey of 165 Mass Rapid Transit passenger respondents and descriptive statistical analysis and modeling with the Structural Equation Modeling-Partial Least Square. The results showed that the Quality of Service has a positive effect on passenger satisfaction, the corporate image does not affect passenger satisfaction, the perceived value has a positive contribution to passenger satisfaction, and the Quality of Service has a positive effect on the perceived value. Furthermore, the corporate image positively contributes to perceived value, service quality positively affects customer satisfaction mediated by perceived values, and the corporate image does not affect passenger satisfaction mediated by perceived value. Therefore, mass Rapid Transit Jakarta needs to make various innovations to improve service quality mediated by service quality dimensions that refer to service quality. In addition, the human capital of service officers at Mass Rapid Transit Jakarta needs to be improved in terms of Quality and competency so that passengers' opinions of the service staff are more favorable, increasing both perceived value and customer satisfaction.\",\"PeriodicalId\":23429,\"journal\":{\"name\":\"Uncertain Supply Chain Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Uncertain Supply Chain Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.5267/j.uscm.2023.3.021\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"Decision Sciences\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Uncertain Supply Chain Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.5267/j.uscm.2023.3.021","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"Decision Sciences","Score":null,"Total":0}
引用次数: 2

摘要

本研究旨在找出影响雅加达捷运顾客满意度的因素,包括服务质量、企业形象和感知价值。大众快速交通是一种大众交通工具,由于私家车在雅加达的普及,它变得必不可少。本研究采用描述性定量方法,对165名捷运乘客进行调查,并采用描述性统计分析和结构方程模型-偏最小二乘法建模。结果表明:服务质量对旅客满意度有正向影响,企业形象对旅客满意度没有影响,感知价值对旅客满意度有正向贡献,服务质量对感知价值有正向影响。此外,企业形象正向影响感知价值,服务质量正向影响以感知价值为中介的顾客满意度,而企业形象对以感知价值为中介的旅客满意度没有影响。因此,雅加达捷运需要进行各种创新,以服务质量维度(即服务质量)为中介,提高服务质量。此外,雅加达捷运的服务人员的人力资本需要在质量和能力方面得到改善,这样乘客对服务人员的看法才会更加有利,从而增加感知价值和客户满意度。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Corporate image and service quality: Evidence from Indonesia Mass Rapid Transport
This research aims to identify the factors, including service quality, corporate Image, and perceived Value, that contribute to Mass Rapid Transit Jakarta's customer satisfaction. Mass Rapid Transit is a mass transportation that has become necessary due to the prevalence of private automobiles in Jakarta. This study employs a descriptive quantitative methodology using a survey of 165 Mass Rapid Transit passenger respondents and descriptive statistical analysis and modeling with the Structural Equation Modeling-Partial Least Square. The results showed that the Quality of Service has a positive effect on passenger satisfaction, the corporate image does not affect passenger satisfaction, the perceived value has a positive contribution to passenger satisfaction, and the Quality of Service has a positive effect on the perceived value. Furthermore, the corporate image positively contributes to perceived value, service quality positively affects customer satisfaction mediated by perceived values, and the corporate image does not affect passenger satisfaction mediated by perceived value. Therefore, mass Rapid Transit Jakarta needs to make various innovations to improve service quality mediated by service quality dimensions that refer to service quality. In addition, the human capital of service officers at Mass Rapid Transit Jakarta needs to be improved in terms of Quality and competency so that passengers' opinions of the service staff are more favorable, increasing both perceived value and customer satisfaction.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
Uncertain Supply Chain Management
Uncertain Supply Chain Management Decision Sciences-Statistics, Probability and Uncertainty
CiteScore
5.60
自引率
0.00%
发文量
112
期刊介绍: Supply chain management (SCM) plays an essential role in managing the movement of raw materials into an organization, certain issues of the internal processing of materials into finished goods, and the movement of finished products out of the organization for end-consumer delivery. The goal of SCM is to improve trust and collaboration among supply chain partners and to improve inventory visibility. However, many SCM problems deal with uncertain events such as uncertainty in demand, supply, quality, price, etc. This forum is dedicated to all scholars who wish to share their ideas about uncertainty in SCM problems. Uncertain supply chain management is a quarterly publication dedicated to all scientists in all over the world who wish to share their experiences and knowledge in this field. Our policy is to perform a peer review on all submitted articles and publishes original and high quality articles.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信