Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.154025
Lingling Li, Yafang Wu, R. Han, Chunhui Li
Airline service quality is an important criterion for determining the service level of airlines. Reference was made in this segment based on two-factor theory. The optimal scale analysis method was used to identify the association characteristics between all domestic and international airline complaints and the time factor, followed by the construction of an airline service quality measurement (ASQM) model based on the Civil Aviation Passenger Service Evaluation (CAPSE) index. The ASQM model was used to measure the service quality of 26 full-service airlines and six low-cost service airlines in China. The study found that: the time distribution of airline complaints is uneven, but shows a relative concentration of annual, seasonal, quarterly and monthly, with the peak of complaints in August each year; there is a high correlation between all airline complaint type variables and time variables, but there are dif-ferences in the focus of complaints at different times: summer and autumn not only have a high volume of airline complaints, but also have complex complaint types. The quality of all services provided by China’s full-service airlines is better than that of low-cost service airlines. In general, the quality of service of “in-flight service and ground service” was more stable, while the quality of service of “ticketing service” decreased significantly. The service quality of “flight service” is difficult to maintain. This paper proposes an objective analysis method to evaluate airline service quality by using airline complaint statistics, and provides solutions and suggestions for airlines to improve their overall service quality.
{"title":"Airline Service Quality: A Variance Assessment Method Based on Complaint Statistics","authors":"Lingling Li, Yafang Wu, R. Han, Chunhui Li","doi":"10.4236/jssm.2022.154025","DOIUrl":"https://doi.org/10.4236/jssm.2022.154025","url":null,"abstract":"Airline service quality is an important criterion for determining the service level of airlines. Reference was made in this segment based on two-factor theory. The optimal scale analysis method was used to identify the association characteristics between all domestic and international airline complaints and the time factor, followed by the construction of an airline service quality measurement (ASQM) model based on the Civil Aviation Passenger Service Evaluation (CAPSE) index. The ASQM model was used to measure the service quality of 26 full-service airlines and six low-cost service airlines in China. The study found that: the time distribution of airline complaints is uneven, but shows a relative concentration of annual, seasonal, quarterly and monthly, with the peak of complaints in August each year; there is a high correlation between all airline complaint type variables and time variables, but there are dif-ferences in the focus of complaints at different times: summer and autumn not only have a high volume of airline complaints, but also have complex complaint types. The quality of all services provided by China’s full-service airlines is better than that of low-cost service airlines. In general, the quality of service of “in-flight service and ground service” was more stable, while the quality of service of “ticketing service” decreased significantly. The service quality of “flight service” is difficult to maintain. This paper proposes an objective analysis method to evaluate airline service quality by using airline complaint statistics, and provides solutions and suggestions for airlines to improve their overall service quality.","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"33 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87701661","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.151002
Sujata Joshi, M. Domb, Barshekee Chanda, Amita Bais
Marketing Analytics is gaining much importance in the current digital trans-formation age. Marketers consider and experiment with new-age marketing communication tactics to ensure their advertisements are engaging. Storytelling is one such form of advertising which is gaining momentum. This paper aims to evaluate the impact of Storytelling on consumer purchase intentions. We ran a survey of 150 participants who underwent advertisement viewing and later filled a questionnaire in this study. The collected data was analysed using marketing analytics and statistical tools such as Factor analysis and Regression analysis.
{"title":"Evaluating the Impact of Storytelling Ads on Consumer Purchase Intention","authors":"Sujata Joshi, M. Domb, Barshekee Chanda, Amita Bais","doi":"10.4236/jssm.2022.151002","DOIUrl":"https://doi.org/10.4236/jssm.2022.151002","url":null,"abstract":"Marketing Analytics is gaining much importance in the current digital trans-formation age. Marketers consider and experiment with new-age marketing communication tactics to ensure their advertisements are engaging. Storytelling is one such form of advertising which is gaining momentum. This paper aims to evaluate the impact of Storytelling on consumer purchase intentions. We ran a survey of 150 participants who underwent advertisement viewing and later filled a questionnaire in this study. The collected data was analysed using marketing analytics and statistical tools such as Factor analysis and Regression analysis.","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"63 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85571314","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.151004
Zayyanu Mohammed, U. Ibrahim, T. Muritala
The study examines the effect of payments system innovations on the performance of commercial banks in Nigeria, Ex post factor research design was adopted for the study. The population of the study comprises all the banks operating in Nigeria. Data were collected from the economic reports and statistical bulletin of central bank of Nigeria. The Auto-Regressive Distributed Lags (ARDL) bounds approach to co-integration was adopted on quarterly time-series data from Q1 2007 to Q4 2020 to test the causal relationship between payments system innovations and financial performance of commercial banks in Nigeria. The results indicated that mobile payment, POS transactions and internet payment have positive and significant impact on return on assets of commercial banks in Nigeria, while RTGS has negative impact on the return of assets. The results of the study will fill the knowledge gap and will benefit both regulators and operators in making decision-making process and development of new policies that will aid the promotion of innovative products for safe reliable, and credible payments system and in identify payments system technology, projects and initiatives that are significantly viable, respectively. The study recommends the need for the commercial banks in Nigeria to undertake massive mass media enlightenment campaigns on all payments system innovations/initiatives.
{"title":"Effect of Payments System Innovations on the Financial Performance of Commercial Banks in Nigeria","authors":"Zayyanu Mohammed, U. Ibrahim, T. Muritala","doi":"10.4236/jssm.2022.151004","DOIUrl":"https://doi.org/10.4236/jssm.2022.151004","url":null,"abstract":"The study examines the effect of payments system innovations on the performance of commercial banks in Nigeria, Ex post factor research design was adopted for the study. The population of the study comprises all the banks operating in Nigeria. Data were collected from the economic reports and statistical bulletin of central bank of Nigeria. The Auto-Regressive Distributed Lags (ARDL) bounds approach to co-integration was adopted on quarterly time-series data from Q1 2007 to Q4 2020 to test the causal relationship between payments system innovations and financial performance of commercial banks in Nigeria. The results indicated that mobile payment, POS transactions and internet payment have positive and significant impact on return on assets of commercial banks in Nigeria, while RTGS has negative impact on the return of assets. The results of the study will fill the knowledge gap and will benefit both regulators and operators in making decision-making process and development of new policies that will aid the promotion of innovative products for safe reliable, and credible payments system and in identify payments system technology, projects and initiatives that are significantly viable, respectively. The study recommends the need for the commercial banks in Nigeria to undertake massive mass media enlightenment campaigns on all payments system innovations/initiatives.","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"51 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90636763","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.156037
Yu Wang, Yongzhen Zhou
According to the general requirements of the Guiding Training Plan for Postgraduates of Master of Tourism Management issued by the China Tourism Management Postgraduate Education Steering Committee, practice is an important part of MTA training. The construction of a student-centered practical teaching mode that fully arouses the enthusiasm of students and the effective promotion of diverse practical teaching activities is the concrete embodiment of MTA’s strengthening the practice link. It is also an effective means to achieve the MTA training goal of “high-level, application-oriented professionals with a sense of social responsibility, entrepreneurial and innovative ability, tourism professionalism, international vision and strategic thinking ability, and competent for the actual work of modern tourism and related industries”, which is of typical significance for improving the quality of MTA training.
{"title":"Research on the Construction of the Practice Teaching Mode of MTA in China: A Case Study of Chifeng University","authors":"Yu Wang, Yongzhen Zhou","doi":"10.4236/jssm.2022.156037","DOIUrl":"https://doi.org/10.4236/jssm.2022.156037","url":null,"abstract":"According to the general requirements of the Guiding Training Plan for Postgraduates of Master of Tourism Management issued by the China Tourism Management Postgraduate Education Steering Committee, practice is an important part of MTA training. The construction of a student-centered practical teaching mode that fully arouses the enthusiasm of students and the effective promotion of diverse practical teaching activities is the concrete embodiment of MTA’s strengthening the practice link. It is also an effective means to achieve the MTA training goal of “high-level, application-oriented professionals with a sense of social responsibility, entrepreneurial and innovative ability, tourism professionalism, international vision and strategic thinking ability, and competent for the actual work of modern tourism and related industries”, which is of typical significance for improving the quality of MTA training.","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"69 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74925294","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.153013
X. Guo, R. Han, Z. Li, Xiangyun Zhou
{"title":"Evaluation of the Elements of Ageing-Friendly Service Level for the Smart Construction of Major Hub Airports in China","authors":"X. Guo, R. Han, Z. Li, Xiangyun Zhou","doi":"10.4236/jssm.2022.153013","DOIUrl":"https://doi.org/10.4236/jssm.2022.153013","url":null,"abstract":"","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"26 6","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"72462833","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.153009
Shun-Nung Huang, Chia-Han Yang
{"title":"Exploring the Impact of Entrepreneurship Education for Service Start-Ups: Perspective from the Experiential Learning Theory","authors":"Shun-Nung Huang, Chia-Han Yang","doi":"10.4236/jssm.2022.153009","DOIUrl":"https://doi.org/10.4236/jssm.2022.153009","url":null,"abstract":"","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"25 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76871396","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.154027
Masooma Salman
{"title":"Total Quality Management in Private and Public Sectors in Bahrain: An Exploratory Study","authors":"Masooma Salman","doi":"10.4236/jssm.2022.154027","DOIUrl":"https://doi.org/10.4236/jssm.2022.154027","url":null,"abstract":"","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"80 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80038663","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.152005
Ferdoush Saleheen, M. Habib
{"title":"Integrated Supply Chain Performance Measurement Model for the Manufacturing Industry","authors":"Ferdoush Saleheen, M. Habib","doi":"10.4236/jssm.2022.152005","DOIUrl":"https://doi.org/10.4236/jssm.2022.152005","url":null,"abstract":"","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"34 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84012639","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.155031
I. Hasan, M. Habib, V. Tewari
{"title":"Factors Affecting the Online Purchasing Behavior for Young Consumers: A Case Study","authors":"I. Hasan, M. Habib, V. Tewari","doi":"10.4236/jssm.2022.155031","DOIUrl":"https://doi.org/10.4236/jssm.2022.155031","url":null,"abstract":"","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"49 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79926963","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-01DOI: 10.4236/jssm.2022.152008
Mu Zhang, Luyao Wang, Jia-yun Zhou, R. Law
Urban culture is the foundation and lifeblood of a city’s sustainable development. A city’s brand is often rooted in its culture, showcasing and then reviving the urban culture. Characteristic and traditional food, as an element that can quickly bring urban culture and its stakeholders closer, may be able to reconcile conflicts in the development of urban culture and city brands. Taking Guangzhou, Guangdong Province, China as a case site, this study for the first time takes food experience as an intermediary variable to construct a structural equation model to empirically examine the influence mechanism of urban cultural cognition on city brand. Research results show that food experience plays a partial intermediary role in urban cultural cognition and city brand identity. This study supplements the research on urban cultural perception and city brand perception and provides suggestions for the revival of urban historical culture and sustainable urban branding practices through characteristic and traditional food.
{"title":"Urban Culture and City Brand: A Study on Food Experience","authors":"Mu Zhang, Luyao Wang, Jia-yun Zhou, R. Law","doi":"10.4236/jssm.2022.152008","DOIUrl":"https://doi.org/10.4236/jssm.2022.152008","url":null,"abstract":"Urban culture is the foundation and lifeblood of a city’s sustainable development. A city’s brand is often rooted in its culture, showcasing and then reviving the urban culture. Characteristic and traditional food, as an element that can quickly bring urban culture and its stakeholders closer, may be able to reconcile conflicts in the development of urban culture and city brands. Taking Guangzhou, Guangdong Province, China as a case site, this study for the first time takes food experience as an intermediary variable to construct a structural equation model to empirically examine the influence mechanism of urban cultural cognition on city brand. Research results show that food experience plays a partial intermediary role in urban cultural cognition and city brand identity. This study supplements the research on urban cultural perception and city brand perception and provides suggestions for the revival of urban historical culture and sustainable urban branding practices through characteristic and traditional food.","PeriodicalId":37126,"journal":{"name":"International Journal of Service Science, Management, Engineering, and Technology","volume":"39 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83631162","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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