Quantifying the Link between Employee Engagement and Customer Satisfaction in the Car Rental Industry

2018 ◽  
Author(s):  
Ahmed Khwaja ◽  
Nathan Yang
Keyword(s):  
Customer Satisfaction ◽  
Employee Engagement ◽  
Car Rental ◽  
Car Rental Industry

Service quality evaluation of car rental industry in China

2013 ◽  
Vol 31 (1) ◽  
pp. 82-102 ◽  
Author(s):  
Min Zhang ◽  
Yueyue Xie ◽  
Lili Huang ◽  
Zhen He
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quality Evaluation ◽  
Rapid Development ◽  
Strong Impact ◽  
Content Type ◽  
Car Rental ◽  
Service Quality Evaluation ◽  
Car Rental Industry

Purpose – Due to the rapid development of automotive industry, China has become the world first in car production and consumption. However, under the pressure of environment pollution, traffic congestion and parking restriction in big cities, the car rental service, as an alternative solution for private car, becomes a new trend. The market is disorganized now. This research aims to use SERVQUAL model to further examine which dimension has great contribution to service quality. Design/methodology/approach – A service quality evaluation scale for the car rental industry in China is designed based on PZB's SERVQUAL model. The reliability and exploratory factor analysis methods are adopted to measure the validity and reliability of the scale from the sampled data. At the same time, the relationship between service quality, customer satisfaction and customer loyalty is discussed with the path analysis method. Findings – The results show that the contribution of empathy to the total service quality ranks the top. At the same time, empathy has a strong impact on customer satisfaction and customer loyalty. Practical implications – It is very important to attract customers depending on personalized services or service providing mode, that is, the empathy. Originality/value – As a new mode in China, the car rental market is disorganized and has low service quality. The evaluation scale is designed including five dimensions. The analysis results provide guidance on how to improve their service quality to managers in car rental industry in China.

Pengaruh Kualitas Layanan Dan Harga Terhadap Kepuasan Pelanggan Pada Rental Mobil Baraya Purwakarta

2021 ◽  
Vol 2 (1) ◽  
pp. 27-35
Author(s):  
Dinda Amalia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Data ◽  
T Test ◽  
Test Reliability ◽  
Test Results ◽  
Analysis Method ◽  
Simultaneous Test ◽  
Car Rental ◽  
Research Findings

This study aims to determine the effect of service quality and price on customer satisfaction of Baraya Purwakarta car rental. Sources of data in this study were obtained from questionnaires (primary) which were distributed to respondents. The population of this research is the car rental customer Baraya Purwakarta. The sample in this study amounted to 70 people. The research data analysis method used was validity test, reliability test, classical assumption test, multiple linear regression, and hypothesis testing, namely the f test and t test. The research findings show that the variable of service quality and price affects the customer satisfaction variable which has an R Square value of 0.502 or 50.2% and the remaining 49.8% is influenced by other variables. From the simultaneous test results, service quality and price have an effect on customer satisfaction as evidenced by the results of the Fcount value greater than Ftable of 34.576 and sig 0,000. From the results of the t test, service quality has a partial effect on customer satisfaction with a tcount of 3,965 and price has an effect on customer satisfaction with a tcount of 5,177.

Effects of Contemporary Leadership Styles and Employee Engagement on Customer Satisfaction in the Retail Grocery Industry in the US

2021 ◽  
pp. 274-298
Author(s):  
Lateef Melvin
Keyword(s):  
Transformational Leadership ◽  
Customer Satisfaction ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Transactional Leadership ◽  
Quantitative Research ◽  
Charismatic Leadership ◽  
Leadership Theory ◽  
Grocery Industry ◽  
Retail Grocery

Competition within the retail grocery industry has reached an all-time high. Organizations looking to differentiate themselves from rivals are focusing on improved customer satisfaction. This quantitative research study investigated how customer satisfaction was related to contemporary leadership styles and employee engagement. Transactional leadership theory, transformational leadership theory, and charismatic leadership theory were used as the theoretical framework of the study. Regression analyses were conducted to determine the effect of contemporary leadership styles on employee engagement in addition to determining the extent of the relationship existing with customer satisfaction. The results of the study indicated both transactional leadership and transformational leadership positively impacted or increased employee engagement; however, transformational leadership proved to be a significantly higher predictor of employee engagement.

scholarly journals Study on the Influence of Customers’ Risk Perception on the Use of Leasing Services Based on the Burden of Ownership

2017 ◽  
Vol 10 (2) ◽  
pp. 147 ◽  
Author(s):  
Jutamart Limsupanark ◽  
Xu Ming ◽  
Pimyada Pangam
Keyword(s):  
Risk Perception ◽  
Intention To Use ◽  
Social Risk ◽  
Economic Risk ◽  
Performance Risk ◽  
Car Rental ◽  
Car Rental Industry ◽  
The Right ◽  
Risk Dimensions ◽  
Psychological Risk

Rental service refers to the provision of the right to use the goods for the customer, and do not need to have ownership, such as the car rental industry, is now growing rapidly. This service is provided to avoid the so-called "customers to bear the burdens of ownership", such as the product has to take the risk and responsibility. However, the use of issues such as risk perception and subsequent customer facing to obtain the ownership of the products of leasing services need further study. Based on the theory of risk perception, we propose five risk dimensions (economic risk, performance risk, psychological risk, time risk and social risk). They have an impact on customer’s decision in rental service. Through the analysis of the data obtained by the investigation, we examined the hypothesis. The results proved that the decision of customer to obtain the ownership is affected by the five kinds of risk perception factors; while the ownership intention declines, the intention to use rental service will increase.

A Synthesis of Tactical Fleet Planning Models for the Car Rental Industry

2003 ◽  
Vol 35 (9) ◽  
pp. 907-916 ◽  
Author(s):  
Julian E. Pachon ◽  
Eleftherios Iakovou ◽  
Chi Ip ◽  
Ronny Aboudi
Keyword(s):  
Fleet Planning ◽  
Planning Models ◽  
Car Rental ◽  
Car Rental Industry

scholarly journals AI redefining the hospitality industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Huub Ruel ◽  
Esther Njoku
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Engagement ◽  
Hospitality Industry ◽  
Management Practices ◽  
Talent Management ◽  
Analytical Tool ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Service Profit Chain

Purpose This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on employee engagement, retention and productivity levels, stemming from its potential implications for service quality and customer satisfaction. Design/methodology/approach Based on the exploration of relevant literature, role theory and service-profit chain were used to develop – role-service-profit chain. Findings Role-service-profit chain is an analytical tool which has strong implications for investment and deployment analysis of the new technologies in hospitality and tourism businesses. It proposes how managers can evaluate how the role expectation of technological innovations relate to service quality and customer satisfaction through its impact on employee-related outcomes (such as employee engagement, retention and productivity), and assess the corresponding impact on profitability and growth, in the context of their own unique internal environment and position in the market. Research limitations/implications Although an empirical assessment of the hypothesised relationships in the model is required to evaluate and validate it in the hospitality industry, role-service-profit chain presents promising implications for tourism and hospitality practice and future research. Practical implications Role-service-profit chain is an analytical tool from which managers can make improvements on talent and talent management practices and adjust expectations and behaviours in ways that facilitate improvements in service quality and customer satisfaction. Originality/value This paper makes an important contribution to hospitality and tourism literature, as it explores how AI technologies implemented to improve on talent and talent management practices impact on service quality and customer satisfaction, and develops analytical tools by which this may be evaluated.

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