Iskanje po katalogu digitalne knjižnice

Opis: Despite growing literature on the different aspects of airline service quality in relation to behavioural intentions, less attention has been paid to some specific aspects of in-flight services. The focus of the present research is, therefore, on a multiple conceptual model of the quality of in-flight services in relation to passengers’ perception of value, followed by recommendations (word of mouth - WOM) of airlines, as well as the quality and comfort of airline seats. The study is performed using two databases of reviewers’/passengers’ opinions regarding the quality of in-flight airline services and airline seat comfort. Our research results reveal that the perceived comfort of the airplane seat is the most important factor of passengers’ perceived quality of in-flight airline services, which also considerably affects the passengers’ perception of value, and consequently moderates behavioural intentions (in our research, expressed through positive WOM). The analysis of the relative importance of the components of perceived airline seats’ comfort shows that seat width is the most significant factor that contributes to the overall perceived comfort of the airline seat.
Ključne besede: in-flight airline service quality, perceived value, recommendations (word of mouth), airline seat comfort, transport, air transport, services, quality
Objavljeno v DKUM: 19.09.2017; Ogledov: 1301; Prenosov: 421
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Opis: The conceptualization and assessment of service quality continues to play an important role in marketing. The main aim of this paper is to study the perceived quality of service offered in the particular case of a logistics service organisation. We attempted to identify the gaps in logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Monte Negrin enterprises. A comparative analysis discovered the differences and particularities linked to the specific markets regarding the importance and perceived characteristics of logistical services. While search quality factors can be assessed even before purchase, experience quality can be assessed only after purchase. Results indicate that consumers have evaluated the logistical service of logistics provider Intereuropa Ltd. Co. in terms of three major dimensions: on-time delivery, speed of delivery and the reliability of logistical services offered. In this paper, we explored the gaps in the logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Monte Negrin enterprises. The study's findings suggest a framework to develop measures to empirically assess logistical service quality.
Ključne besede: logistics, business logistics, services, quality
Objavljeno v DKUM: 04.07.2017; Ogledov: 1184; Prenosov: 105
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Opis: Background: The outcome of severely injured or ill patients can be time dependent. Short activation and approach times for emergency medical service (EMS) units are widely recognized to be important quality indicators. The use of a helicopter emergency medical service (HEMS) can significantly shorten rescue missions especially in mountainous areas. We aimed to analyze the HEMS characteristics that influence the activation and approach times. Methods: In a multi-centre retrospective study, we analyzed 6121 rescue missions from nineHEMS bases situated in mountainous regions of four European countries. Results: We found large differences in mean activation and approach times among HEMS bases. The shortest mean activation time was 2.9 minutes; the longest 17.0 minutes. The shortest mean approach time was 10.4 minutes; the longest 45.0 minutes. Short times are linked (p < 0.001) to the following conditions: helicopter operator is not state owned; HEMS is integrated in EMS; all crew members are at the same location; doctors come from state or private health institutions; organization performing HEMS is privately owned; helicopters are only for HEMS; operation area is around 10.000 km2; HEMS activation is by a dispatching centre of regional government who is in charge of making decisions; there is only one intermediator in the emergency call; helicopter is equipped with hoist or fixed line; HEMS has more than one base with helicopters, and one team per base; closest neighboring base is 90 km away; HEMS is about 20 years old and has more than 650 missions per year; and modern helicopters are used. Conclusions: An improvement in HEMS activation and approach times is possible. We found 17 factors associated with shorter times.
Ključne besede: emergency medical services, air ambulances, emergency helicopters, quality of health care, activation and approach time
Objavljeno v DKUM: 29.06.2017; Ogledov: 1639; Prenosov: 312
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Opis: The paper deals with the concept, analysis and measuring of the quality of services offered by the Trans European Railway Network (TERN). A sub-network serving the passengers travelling over the EU (European Union) and some of the non-EU regions are considered. Two sets of network attributes influencing the quality of services are analysed. One set of network physical attributes is represented by the length of the rail lines connecting specific origins and destinations of the passengers. The other set is represented by the time-based attributes used to measure the quality of services offered to the users. These are: travel speeds along particular lines (routes), and how the passenger's schedule delays depend on the train frequencies (e.g. number of trains offered on particular routes of the network in a given period of time). Considered as a common entity these attributes significantly influence the average passenger's travel time (and speed) which, together with out-of-pocket cost paid for travel, have appeared to be the most important criteria influencing the choice of transport mode.
Ključne besede: Trans European Railway Network, passenger transport, quality of services, travel speed, schedule day
Objavljeno v DKUM: 05.06.2012; Ogledov: 2515; Prenosov: 36
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Opis: Despite the significant impact of environment on the attractiveness of tourist destination, environmental stewardship is not always the top priority in the hotel industry as one of the most energy-intensive sectors of the tourism industry which contributes to the increasing quantity of air pollutants. Therefore, this study investigates the impact of ecological pull motives and service quality on the tourists' loyalty to eco-hotels. The tourists spent their holidays in Austrian hotels with ecolabel and in Slovenian hotels were targeted and a total of 611 tourists participated in the study. The study reveals that the perceived service quality and ecobehaviour of hotel staff are the main determinants of the tourists' loyalty. The comparison analysis between Austrian and Slovenian hotels indicates that the guests of Austrian hotels with ecolabel are more loyal and ecologically motivated than guests of Slovenian hotels without ecolabel.
Ključne besede: loyalty, ecological motivation, hotel service quality, tourism, eco-tourism, hotels, services, quality
Objavljeno v DKUM: 30.05.2012; Ogledov: 2414; Prenosov: 97
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