Do port security quality and service quality influence customer satisfaction and loyalty?

ABSTRACT

This study uses Kaohsiung Port as a case study to evaluate the relationships between port security quality, port service quality, customer satisfaction, and customer loyalty. For this purpose, a survey was conducted with shipping companies and freight forwarders in Taiwan. The results indicate that port security quality has a direct and positive impact on both port service quality and customer satisfaction; port service quality has a direct and positive impact on both customer satisfaction and customer loyalty; and customer satisfaction has a direct and positive impact on customer loyalty. However, the impact from port service quality is more significant than that of port security quality. Accordingly, this study suggests that Kaohsiung Port should concentrate on improving its service quality in order to enhance customer satisfaction and customer loyalty.     

The effect of social comparisons on commute well-being

We study the effect of social comparisons on travel happiness and behavior. Social comparisons arise from exchanges of information among individuals. We postulate that the social gap resulting from comparisons is a determinant of “comparative happiness” (i.e. happiness arising from comparisons), which in turn affects subsequent behavior. We develop a modeling framework based on the Hybrid Choice Model that captures the indirect effect of social comparisons on travel choices through its effect on comparative happiness.We present an empirical analysis of one component of this framework. Specifically, we study how perceived differences between experienced commute attributes and those communicated by others affect comparative happiness and consequently overall commute satisfaction. We find that greater comparative happiness arising from favorable comparisons of one’s commute to that of others (e.g. shorter commute time than others, same mode as others for car commuters, and different mode than others for non-motorized commuters) increases overall commute satisfaction or utility.The empirical model develops only the link between social comparisons and happiness in the comparisons-happiness-behavior chain. It is anticipated that the theoretical framework that considers the entire chain will enhance the behavioral realism of “black box” models that do not account for happiness in the link between comparisons and behavior.     

铁路旅客满意度指数模型研究

基于铁路旅客运输服务的特性以及旅客需求结构分析,提出了一个新的铁路旅客满意度指数(CSI)模型,运用偏最小二乘法对模型进行数学表达,结合实际调研的结果,对模型进行检验.通过检验,模型中变量间相关性以及模型的拟合优度都达到较高的水平.     

黑龙江省公路客运服务满意度分析

应用因素分析法提出公路客运服务满意度的评价体系,采用测评指标和权重系数的加权平均法计算满意度指数,以分层抽样的方法确定对省、市、县的客运服务满意度选取的样本,得出黑龙江省公路客货运服务满意度的评价结论。通过对各市(区)、县的满意度数据分析,得出不同社会和经济背景下黑龙江省公路客运满意度评价情况。     

远光灯性能测试与评价研究

前照灯是汽车的重要安全件,其照明效果对行车安全至关重要。远光灯的性能主要包括安全性指标和用户满意度指标。安全性指标即障碍物识别能力,用户满意度指标则是指用户所关注安全性以外的其他方面。     

基于乘客满意度的城市轨道交通车站服务质量评价研究

通过分析城市轨道交通车站客运服务的特征及其影响因素,基于顾客满意度理论,从安全可靠、高效便捷、功能完善、文明舒适、投诉抱怨5个维度构建了城市轨道交通车站服务质量评价指标体系。以上海轨道交通徐家汇枢纽站为实例进行了乘客满意度测评,基于各项满意度指标的平均分值,分析了徐家汇枢纽站客运服务中存在的问题,并从内部和外部两个视角提出了提高城市轨道交通车站服务质量的对策。     

台湾大學生通學環境之便利性、多樣性、安全性與滿意度分析——以中国文化大學为例

藉由文献回顾設計出运具选择、行为調查、道路使用状况、是否曾违规、曾发生事故之状况等問卷题目,以中国文化大學为研究对象,探讨通學環境之便利性、多樣性、安全性與滿意度,应用統計方法與交叉分析,研究中国文化大學學生行为表现與通學環境之关联性,以期能提供學校及政府改善通學環境之参考。     

对高速铁路动车组餐营满意度的调查与分析

通过开展旅客对我国高速铁路动车组餐营满意度的调查与分析,全面准确掌握旅客需求,有针对性的为铁路动车组配餐业的管理工作提出改进建议,为旅客提供满意的餐饮服务,从而提高铁路竞争力。     

基于模糊综合评价对某地铁站乘客满意度分析

用模糊综合评价法,选用经济、形象、行车安全等7个评价因子对某地铁乘客满意度进行测评,从而了解某地铁的服务水平,并提出相应的提高乘客满意度的措施。     

基于满意度的高速公路投资效益评估方法研究

为使高速公路投资效益评估更加合理有效,在分析传统评估方案的基础上,以项目评价指标体系为出发点,引入满意度法,并以模糊综合后评价理论为基础创建新评价方法。结合哈同高速建设项目,对模型的应用效果进行检验。实际运用表明,文中方法有良好的应用价值。