Juan Martin B - Academia.edu (original) (raw)
Papers by Juan Martin B
This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically t... more This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically the service quality of three hotels of an important corporation in Gran Canaria island via surveys. Service quality is a composite of various attributes, among them many attributes are intangible and difficult to measure. Fuzzy numbers (FN) are based on triangular fuzzy numbers and fuzzy set theory as a new method to overcome some linguistic problems. In other words, fuzzy numbers try to resolve the ambiguity of concepts that are associated with human beings' subjective judgments vaguely measured with linguistic terms. Based on the concept of the degree of optimality, we develop through TOPSIS an overall service performance index for each pair hotel-date of survey. This index will help hotel managers to understand their relative ranking position, and provide an adequate alternative to performance evaluation of hotel services which usually involve subjective judgments of qualitative a...
European Journal of Transport and Infrastructure Research
Airline deregulation is an issue which has been attracting more attention, especially from the me... more Airline deregulation is an issue which has been attracting more attention, especially from the media, in recent years. In this paper, we analyze how the deregulation in the European Union has affected the behaviour of carriers, especially regarding the entrance of new Low Cost Carriers. Subsequently, we analyze how the former legacy carriers have reacted to this entrance studying issues such as the new focus on airline costs and productivity. We also present some evidence about the potential role which can be played by other sectors of the industry like airports, Air Traffic Management firms and aircraft manufacturers.
European Journal of Transport and Infrastructure Research
Territorial cohesion is a routine part of the job of spatial planners. However, it has not always... more Territorial cohesion is a routine part of the job of spatial planners. However, it has not always been measured using a valid and solid methodology. This paper addresses conceptually how regional spillovers of transport investments of the Spanish master plan (‘‘Plan Estratégico de Infraestructuras y Transporte’’ 2005–2020) affect territorial cohesion. Different periods undergo analysis using the ‘‘extraction method’’. We calculate regional spillovers by accessibility gains measured in economic potential units (gravitational method using GDPs for each centroid under analysis). Two different typologies of regional spillovers are given, according to the direction of the effects: upstream and downstream. We conclude that the ‘Plan Estratégico’ favours territorial cohesion of Spain, but the degree of territorial cohesion produced by each region is not uniform. The end of the paper raises a number of suggestions for further research on the interaction of regional spillovers with territori...
It is extremely expensive for an organization to question the effectiveness of its customer relat... more It is extremely expensive for an organization to question the effectiveness of its customer relationship management (CRM) systems. The purpose of this study was to gain understanding of how leadership sponsorship impacts the effectiveness of CRM implementation, deployment, and daily use in the United States. A mixed-methods research study was conducted using an electronic survey questionnaire to gather quantitative data and phone interviews to gather qualitative data. The sample included individuals who were familiar with CRM and worked in organizations in the United States that had implemented a CRM system no less than 2 years and no more than 5 years prior to this study. The quantitative findings indicated value in leaders maintaining a focus on the needs of the customer, encouraging flexibility for employees as they work through their processes, and keeping current with the culture of technological advances. The qualitative findings revealed the relationship between leadership sponsorship and effective usage of CRM is greatly benefited when key leadership positions act at the right times, when organizations involve the user in the CRM processes, and when leaders find a way to incorporate CRM into the daily workflow. The findings suggested that the relationship between leadership sponsorship and CRM effectiveness was stronger when specific leadership positions were engaged in the appropriate things at the right times.
Journal of Transport Geography, Feb 1, 2021
The inscription of a city as a World Heritage Site (WHS) acts as a catalyst for the tourist promo... more The inscription of a city as a World Heritage Site (WHS) acts as a catalyst for the tourist promotion. The brand creates a previous positive image of the city generating some tourists' expectations that might be difficult to fulfil. The aim of this paper is to shed some light on how different transport modes-private car, rental cars, train, bus and other transport modes-could mediate on the satisfaction construct. The methodology is based on a fuzzy hybrid multi-criteria method. Our results show that rental cars visitors experience the minimum satisfaction in comparison with those who visit the city by bus who are the most satisfied. The findings can be strategically used by Valparaiso authorities and destination marketing managers to promote Valparaíso as a green destination WHS.
Hospitality industry is highly competitive and meeting customer needs and expectations is essenti... more Hospitality industry is highly competitive and meeting customer needs and expectations is essential today for consumer loyalty and business sustainability. This paper aims to develop an analytical framework to assist a sample of four complexes of tourist apartments in identifying and setting improvement priorities on their direct quality-based strategies. A synthetic service quality indicator adjusted by resources (SQIabr) through a weighted importance-satisfaction matrix has been created in order to analyze and rank the performance of each establishment. Data were obtained from 164 customer reviews for 47 service quality attributes and from two different segments: repeat and first-time tourists. Through segmentation, this study allows managers to identify differences between both user groups and implement more accurate planning and decision making strategies to enhance the quality of their services and, consequently, to improve their long-term success.
REGION, 2017
The aim of this paper is to analyse the regional tourist competitiveness performance in Spain. We... more The aim of this paper is to analyse the regional tourist competitiveness performance in Spain. We use the seven pillars of tourism from a very detailed and complete database compiled by the Spanish Government –MoniTUR 2010 as primary data. Thus, we calculate a DEA-MONITUR regional tourist competitiveness index in order to compare and rank the total 17 Spanish Autonomous Communities using data envelopment analysis (DEA). Our results show how this performance is very different among regions, and the position of each of the laggard Autonomous Communities should be analysed by their respective destination management organizations (DMOs) in order to envisage adequate corrective measures.
Food Quality and Preference, 2021
The European Union (EU) is the world's largest market for fishery and aquaculture products (FAPs)... more The European Union (EU) is the world's largest market for fishery and aquaculture products (FAPs) in nominal terms. Given the importance of these products, EU authorities and policy-makers are continuously monitoring consumer preferences and attitudes, analysing whether or not the implementation of EU policies and regulations improves the market conditions. For example, the Eurobarometer (European Union, 2018a) surveyed 27,732 EU residents including a specific module to analyse the fishery and aquaculture EU market. In this study, the dataset is used to estimate Ordered Probit models using effects coding and their marginal effects to identify the main determinants of the frequency of FAPs at-home consumption. Results indicate that the highest probability to consume more frequently FAPs is related to considering that one of the main reasons for buying or eating fishery and aquaculture products is because they are healthy, while the highest probability to consume less frequently FAPs is related to consumers who do not understand at all the information accompanying the products. Similarly, other important reasons for consuming FAPs more frequently are their good taste and low relative price. Also, results indicate a higher frequency of consumption of FAPs for those consumers who are over 55 years of age, are wealthy, have a wild product preference, live in a household of 3 persons or more and are very satisfied with their lives. To our best knowledge, there is not a similar approach in the current literature that considers such an extensive sample which is representative of all the countries that conform the EU28. Results provide valuable information especially for producers and authorities in terms of marketing and policy analysis.
Appetite, 2021
The European Union (EU) is the largest market in nominal terms for fishery and aquaculture produc... more The European Union (EU) is the largest market in nominal terms for fishery and aquaculture products (FAPs), partly due to the away-from-home consumption of these products in restaurants and food outlets. In view of this, it is necessary to identify the main determinants of the away-from-home consumption patterns in order to propose strategies that could increase the consumption of FAPs. Following this, ordered probit models were estimated alongside their marginal effects to identify the most relevant factors determining the frequency of away-from-home consumption of FAPs in the EU28, using a representative sample of 27732 EU residents. We found that those in the highest classes of society are most likely to consume FAPs away-from-home more frequently. Also, the most important reasons for consuming FAPs away-from-home more frequently are that they are less expensive than other foods, taste good, and are healthy and easy to digest. In addition, among the different nationalities, British consumers are more likely to consume FAPs away-from-home. We also found that there is a higher frequency of away-from-home consumption of FAPs for consumers between the ages of 25 and 54, who do not live in rural areas, who prefer wild-caught and local and marine products, and that are very satisfied with their lives. The study contributes to the literature with the analysis of FAPs away-from-home consumption by using a large representative sample of EU28 consumers. The study is also relevant with respect to the extensive list of determinants that include factors related to the attitudes of respondents to FAPs and socio-demographic characteristics.
Food Quality and Preference, 2020
This is a PDF file of an article that has undergone enhancements after acceptance, such as the ad... more This is a PDF file of an article that has undergone enhancements after acceptance, such as the addition of a cover page and metadata, and formatting for readability, but it is not yet the definitive version of record. This version will undergo additional copyediting, typesetting and review before it is published in its final form, but we are providing this version to give early visibility of the article. Please note that, during the production process, errors may be discovered which could affect the content, and all legal disclaimers that apply to the journal pertain.
Applied Sciences, 2020
This study presents a hybrid fuzzy technique for order preference by similarity of the ideal solu... more This study presents a hybrid fuzzy technique for order preference by similarity of the ideal solution (TOPSIS) method (FTOPSIS) to analyze the coverage of a hypothetical EU ecolabel for fishery and aquaculture products (FAPs) by integrating a synthetic indicator to determine the level of acceptance for the inclusion of different types of information apart from environmental issues, considering different stakeholders and other segments of analysis. Data were obtained from a public consultation of the EU on “ecolabels for FAPs”. The results indicate that ecolabels should not only include environmental issues but also other types of information, with social and ethical issues being the most relevant, followed by animal welfare issues, health and safety issues and food quality issues. The findings also show that consumers, producers and stakeholders who are more interventionist and support the fact that public bodies and governments should be involved in the control of eco-labeling are ...
Event Management, 2017
This article presents a fuzzy logic approach in order to solve a multidimensional problem that ev... more This article presents a fuzzy logic approach in order to solve a multidimensional problem that evaluates the service quality of conferences held at the Technical University of Loja (UTPL) in 2013. In this way, an overall service satisfaction index for each conference is calculated allowing for a final classification of the selected conferences. The theory of fuzzy sets is used by applying triangular fuzzy numbers (TFN) as a method to overcome some language problems (i.e., the ambiguity of the concepts that are associated with subjective judgments when measuring the service quality with linguistic terms). Based on the concept of the degree of optimality, via the TOPSIS method, an overall performance service satisfaction index for each conference is developed. A set of 32 different dimensions have been used to assess the degree of satisfaction experienced by the conference attendees, and the final classification shows that the performance of the conferences is not homogeneous as some ...
Journal of Air Transport Management, 2016
This study attempts to codify the service quality dimensions within the scope of the Organized Re... more This study attempts to codify the service quality dimensions within the scope of the Organized Retailing Sector in India. It is a known fact that organized retailing is making a strong impact in many parts of India's growing economy. This research article studied the services quality of major food retailers by taking important services quality dimensions like physical aspects, reliability, personal interaction, problem solving and policy which asses the retail service users, especially the food retailers. Moreover, the study made an attempt to scrutinize the impact of services quality dimensions on the overall services quality of food retailers. In order to measure the impact of services quality dimensions, we contacted 630 retail shoppers from major food retail stores namely: Spencer's, nilgiris, reliance fresh and margin free. Then we issued the instrument which comprised of 28 services quality items under the 5 dimensions to the retail shoppers. After data collection is over, the marginal and joint normality of Servqual were also checked by using the Shapiro Wilk Test, Mardia's Multivariate Skewness Test, Mardia's Multivariate Kurtosis Test and Henze Zirkler Test respectively. The result of the aforementioned test clearly portrays the services quality items that are purely departed from the normality assumption. Hence, we were forced to undertake a non-parametric estimation technique to dissect the impact of services quality facet. For the purpose of estimation we use the causal approach of research by adopting the technique of least absolute deviation (LAD) estimation in data analysis. We used Systat Version 12 to perform the LAD estimation and treat the overall services quality as dependent variable, and independent variables are items under the services quality dimensions.
This deliverable summarises the Infrastructure managers (IM) feedback concerning the possibility ... more This deliverable summarises the Infrastructure managers (IM) feedback concerning the possibility to implement the CATRIN recommendations. The background activities carried out by the CATRIN IMs in ...
This report highlights the main results obtained in WP6 regarding the allocation of infrastructur... more This report highlights the main results obtained in WP6 regarding the allocation of infrastructure cost in air transport sector. In this deliverable, it has been shown that there are important econ ...
Tourism Management, 2007
This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically t... more This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically the service quality of three hotels of an important corporation in Gran Canaria island via surveys. Service quality is a composite of various attributes, among them many attributes are intangible and difficult to measure. Fuzzy numbers (FN) are based on triangular fuzzy numbers and fuzzy set theory as a new method to overcome some linguistic problems. In other words, fuzzy numbers try to resolve the ambiguity of concepts that are associated with human beings' subjective judgments vaguely measured with linguistic terms. Based on the concept of the degree of optimality, we develop through TOPSIS an overall service performance index for each pair hotel-date of survey. This index will help hotel managers to understand their relative ranking position, and provide an adequate alternative to performance evaluation of hotel services which usually involve subjective judgments of qualitative attributes.
Transportation Research Part A: Policy and Practice, 2014
HST competitiveness is highly influenced by the location (central or peripheral) of the stations ... more HST competitiveness is highly influenced by the location (central or peripheral) of the stations and their accessibility by public and private transport (Huang and Morgan, 2011). Good access to transport terminals is a key element in the competitiveness of the transport modes for interurban passengers 2. This is especially important when modeling the modal choice between HST and air transport, as these transport modes are close substitutes. Promoters of the HST have traditionally claimed an advantage over air transport in terms of the better accessibility to train stations in comparison with airports, normally located several kilometres away from the city center. Air transport, in contrast, remains still the most attractive alternative in terms of in-vehicle travel time. Considering that travellers choose the transport alternative with the maximum utility (or the minimum generalized cost), as stated in the classic theory of rational choice (McFadden, 1981), the effect of access and egress times over the attractiveness of the different transport alternatives should not be regarded as negligible. In particular, different patterns of access/egress times to/from transport terminals along the territory affect the modal competitiveness at the spatial level. Accessibility to transport terminals stations has been analyzed in a number of studies under very different perspectives like for example in the analysis of: (1) multi airport systems (
This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically t... more This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically the service quality of three hotels of an important corporation in Gran Canaria island via surveys. Service quality is a composite of various attributes, among them many attributes are intangible and difficult to measure. Fuzzy numbers (FN) are based on triangular fuzzy numbers and fuzzy set theory as a new method to overcome some linguistic problems. In other words, fuzzy numbers try to resolve the ambiguity of concepts that are associated with human beings' subjective judgments vaguely measured with linguistic terms. Based on the concept of the degree of optimality, we develop through TOPSIS an overall service performance index for each pair hotel-date of survey. This index will help hotel managers to understand their relative ranking position, and provide an adequate alternative to performance evaluation of hotel services which usually involve subjective judgments of qualitative a...
European Journal of Transport and Infrastructure Research
Airline deregulation is an issue which has been attracting more attention, especially from the me... more Airline deregulation is an issue which has been attracting more attention, especially from the media, in recent years. In this paper, we analyze how the deregulation in the European Union has affected the behaviour of carriers, especially regarding the entrance of new Low Cost Carriers. Subsequently, we analyze how the former legacy carriers have reacted to this entrance studying issues such as the new focus on airline costs and productivity. We also present some evidence about the potential role which can be played by other sectors of the industry like airports, Air Traffic Management firms and aircraft manufacturers.
European Journal of Transport and Infrastructure Research
Territorial cohesion is a routine part of the job of spatial planners. However, it has not always... more Territorial cohesion is a routine part of the job of spatial planners. However, it has not always been measured using a valid and solid methodology. This paper addresses conceptually how regional spillovers of transport investments of the Spanish master plan (‘‘Plan Estratégico de Infraestructuras y Transporte’’ 2005–2020) affect territorial cohesion. Different periods undergo analysis using the ‘‘extraction method’’. We calculate regional spillovers by accessibility gains measured in economic potential units (gravitational method using GDPs for each centroid under analysis). Two different typologies of regional spillovers are given, according to the direction of the effects: upstream and downstream. We conclude that the ‘Plan Estratégico’ favours territorial cohesion of Spain, but the degree of territorial cohesion produced by each region is not uniform. The end of the paper raises a number of suggestions for further research on the interaction of regional spillovers with territori...
It is extremely expensive for an organization to question the effectiveness of its customer relat... more It is extremely expensive for an organization to question the effectiveness of its customer relationship management (CRM) systems. The purpose of this study was to gain understanding of how leadership sponsorship impacts the effectiveness of CRM implementation, deployment, and daily use in the United States. A mixed-methods research study was conducted using an electronic survey questionnaire to gather quantitative data and phone interviews to gather qualitative data. The sample included individuals who were familiar with CRM and worked in organizations in the United States that had implemented a CRM system no less than 2 years and no more than 5 years prior to this study. The quantitative findings indicated value in leaders maintaining a focus on the needs of the customer, encouraging flexibility for employees as they work through their processes, and keeping current with the culture of technological advances. The qualitative findings revealed the relationship between leadership sponsorship and effective usage of CRM is greatly benefited when key leadership positions act at the right times, when organizations involve the user in the CRM processes, and when leaders find a way to incorporate CRM into the daily workflow. The findings suggested that the relationship between leadership sponsorship and CRM effectiveness was stronger when specific leadership positions were engaged in the appropriate things at the right times.
Journal of Transport Geography, Feb 1, 2021
The inscription of a city as a World Heritage Site (WHS) acts as a catalyst for the tourist promo... more The inscription of a city as a World Heritage Site (WHS) acts as a catalyst for the tourist promotion. The brand creates a previous positive image of the city generating some tourists' expectations that might be difficult to fulfil. The aim of this paper is to shed some light on how different transport modes-private car, rental cars, train, bus and other transport modes-could mediate on the satisfaction construct. The methodology is based on a fuzzy hybrid multi-criteria method. Our results show that rental cars visitors experience the minimum satisfaction in comparison with those who visit the city by bus who are the most satisfied. The findings can be strategically used by Valparaiso authorities and destination marketing managers to promote Valparaíso as a green destination WHS.
Hospitality industry is highly competitive and meeting customer needs and expectations is essenti... more Hospitality industry is highly competitive and meeting customer needs and expectations is essential today for consumer loyalty and business sustainability. This paper aims to develop an analytical framework to assist a sample of four complexes of tourist apartments in identifying and setting improvement priorities on their direct quality-based strategies. A synthetic service quality indicator adjusted by resources (SQIabr) through a weighted importance-satisfaction matrix has been created in order to analyze and rank the performance of each establishment. Data were obtained from 164 customer reviews for 47 service quality attributes and from two different segments: repeat and first-time tourists. Through segmentation, this study allows managers to identify differences between both user groups and implement more accurate planning and decision making strategies to enhance the quality of their services and, consequently, to improve their long-term success.
REGION, 2017
The aim of this paper is to analyse the regional tourist competitiveness performance in Spain. We... more The aim of this paper is to analyse the regional tourist competitiveness performance in Spain. We use the seven pillars of tourism from a very detailed and complete database compiled by the Spanish Government –MoniTUR 2010 as primary data. Thus, we calculate a DEA-MONITUR regional tourist competitiveness index in order to compare and rank the total 17 Spanish Autonomous Communities using data envelopment analysis (DEA). Our results show how this performance is very different among regions, and the position of each of the laggard Autonomous Communities should be analysed by their respective destination management organizations (DMOs) in order to envisage adequate corrective measures.
Food Quality and Preference, 2021
The European Union (EU) is the world's largest market for fishery and aquaculture products (FAPs)... more The European Union (EU) is the world's largest market for fishery and aquaculture products (FAPs) in nominal terms. Given the importance of these products, EU authorities and policy-makers are continuously monitoring consumer preferences and attitudes, analysing whether or not the implementation of EU policies and regulations improves the market conditions. For example, the Eurobarometer (European Union, 2018a) surveyed 27,732 EU residents including a specific module to analyse the fishery and aquaculture EU market. In this study, the dataset is used to estimate Ordered Probit models using effects coding and their marginal effects to identify the main determinants of the frequency of FAPs at-home consumption. Results indicate that the highest probability to consume more frequently FAPs is related to considering that one of the main reasons for buying or eating fishery and aquaculture products is because they are healthy, while the highest probability to consume less frequently FAPs is related to consumers who do not understand at all the information accompanying the products. Similarly, other important reasons for consuming FAPs more frequently are their good taste and low relative price. Also, results indicate a higher frequency of consumption of FAPs for those consumers who are over 55 years of age, are wealthy, have a wild product preference, live in a household of 3 persons or more and are very satisfied with their lives. To our best knowledge, there is not a similar approach in the current literature that considers such an extensive sample which is representative of all the countries that conform the EU28. Results provide valuable information especially for producers and authorities in terms of marketing and policy analysis.
Appetite, 2021
The European Union (EU) is the largest market in nominal terms for fishery and aquaculture produc... more The European Union (EU) is the largest market in nominal terms for fishery and aquaculture products (FAPs), partly due to the away-from-home consumption of these products in restaurants and food outlets. In view of this, it is necessary to identify the main determinants of the away-from-home consumption patterns in order to propose strategies that could increase the consumption of FAPs. Following this, ordered probit models were estimated alongside their marginal effects to identify the most relevant factors determining the frequency of away-from-home consumption of FAPs in the EU28, using a representative sample of 27732 EU residents. We found that those in the highest classes of society are most likely to consume FAPs away-from-home more frequently. Also, the most important reasons for consuming FAPs away-from-home more frequently are that they are less expensive than other foods, taste good, and are healthy and easy to digest. In addition, among the different nationalities, British consumers are more likely to consume FAPs away-from-home. We also found that there is a higher frequency of away-from-home consumption of FAPs for consumers between the ages of 25 and 54, who do not live in rural areas, who prefer wild-caught and local and marine products, and that are very satisfied with their lives. The study contributes to the literature with the analysis of FAPs away-from-home consumption by using a large representative sample of EU28 consumers. The study is also relevant with respect to the extensive list of determinants that include factors related to the attitudes of respondents to FAPs and socio-demographic characteristics.
Food Quality and Preference, 2020
This is a PDF file of an article that has undergone enhancements after acceptance, such as the ad... more This is a PDF file of an article that has undergone enhancements after acceptance, such as the addition of a cover page and metadata, and formatting for readability, but it is not yet the definitive version of record. This version will undergo additional copyediting, typesetting and review before it is published in its final form, but we are providing this version to give early visibility of the article. Please note that, during the production process, errors may be discovered which could affect the content, and all legal disclaimers that apply to the journal pertain.
Applied Sciences, 2020
This study presents a hybrid fuzzy technique for order preference by similarity of the ideal solu... more This study presents a hybrid fuzzy technique for order preference by similarity of the ideal solution (TOPSIS) method (FTOPSIS) to analyze the coverage of a hypothetical EU ecolabel for fishery and aquaculture products (FAPs) by integrating a synthetic indicator to determine the level of acceptance for the inclusion of different types of information apart from environmental issues, considering different stakeholders and other segments of analysis. Data were obtained from a public consultation of the EU on “ecolabels for FAPs”. The results indicate that ecolabels should not only include environmental issues but also other types of information, with social and ethical issues being the most relevant, followed by animal welfare issues, health and safety issues and food quality issues. The findings also show that consumers, producers and stakeholders who are more interventionist and support the fact that public bodies and governments should be involved in the control of eco-labeling are ...
Event Management, 2017
This article presents a fuzzy logic approach in order to solve a multidimensional problem that ev... more This article presents a fuzzy logic approach in order to solve a multidimensional problem that evaluates the service quality of conferences held at the Technical University of Loja (UTPL) in 2013. In this way, an overall service satisfaction index for each conference is calculated allowing for a final classification of the selected conferences. The theory of fuzzy sets is used by applying triangular fuzzy numbers (TFN) as a method to overcome some language problems (i.e., the ambiguity of the concepts that are associated with subjective judgments when measuring the service quality with linguistic terms). Based on the concept of the degree of optimality, via the TOPSIS method, an overall performance service satisfaction index for each conference is developed. A set of 32 different dimensions have been used to assess the degree of satisfaction experienced by the conference attendees, and the final classification shows that the performance of the conferences is not homogeneous as some ...
Journal of Air Transport Management, 2016
This study attempts to codify the service quality dimensions within the scope of the Organized Re... more This study attempts to codify the service quality dimensions within the scope of the Organized Retailing Sector in India. It is a known fact that organized retailing is making a strong impact in many parts of India's growing economy. This research article studied the services quality of major food retailers by taking important services quality dimensions like physical aspects, reliability, personal interaction, problem solving and policy which asses the retail service users, especially the food retailers. Moreover, the study made an attempt to scrutinize the impact of services quality dimensions on the overall services quality of food retailers. In order to measure the impact of services quality dimensions, we contacted 630 retail shoppers from major food retail stores namely: Spencer's, nilgiris, reliance fresh and margin free. Then we issued the instrument which comprised of 28 services quality items under the 5 dimensions to the retail shoppers. After data collection is over, the marginal and joint normality of Servqual were also checked by using the Shapiro Wilk Test, Mardia's Multivariate Skewness Test, Mardia's Multivariate Kurtosis Test and Henze Zirkler Test respectively. The result of the aforementioned test clearly portrays the services quality items that are purely departed from the normality assumption. Hence, we were forced to undertake a non-parametric estimation technique to dissect the impact of services quality facet. For the purpose of estimation we use the causal approach of research by adopting the technique of least absolute deviation (LAD) estimation in data analysis. We used Systat Version 12 to perform the LAD estimation and treat the overall services quality as dependent variable, and independent variables are items under the services quality dimensions.
This deliverable summarises the Infrastructure managers (IM) feedback concerning the possibility ... more This deliverable summarises the Infrastructure managers (IM) feedback concerning the possibility to implement the CATRIN recommendations. The background activities carried out by the CATRIN IMs in ...
This report highlights the main results obtained in WP6 regarding the allocation of infrastructur... more This report highlights the main results obtained in WP6 regarding the allocation of infrastructure cost in air transport sector. In this deliverable, it has been shown that there are important econ ...
Tourism Management, 2007
This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically t... more This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically the service quality of three hotels of an important corporation in Gran Canaria island via surveys. Service quality is a composite of various attributes, among them many attributes are intangible and difficult to measure. Fuzzy numbers (FN) are based on triangular fuzzy numbers and fuzzy set theory as a new method to overcome some linguistic problems. In other words, fuzzy numbers try to resolve the ambiguity of concepts that are associated with human beings' subjective judgments vaguely measured with linguistic terms. Based on the concept of the degree of optimality, we develop through TOPSIS an overall service performance index for each pair hotel-date of survey. This index will help hotel managers to understand their relative ranking position, and provide an adequate alternative to performance evaluation of hotel services which usually involve subjective judgments of qualitative attributes.
Transportation Research Part A: Policy and Practice, 2014
HST competitiveness is highly influenced by the location (central or peripheral) of the stations ... more HST competitiveness is highly influenced by the location (central or peripheral) of the stations and their accessibility by public and private transport (Huang and Morgan, 2011). Good access to transport terminals is a key element in the competitiveness of the transport modes for interurban passengers 2. This is especially important when modeling the modal choice between HST and air transport, as these transport modes are close substitutes. Promoters of the HST have traditionally claimed an advantage over air transport in terms of the better accessibility to train stations in comparison with airports, normally located several kilometres away from the city center. Air transport, in contrast, remains still the most attractive alternative in terms of in-vehicle travel time. Considering that travellers choose the transport alternative with the maximum utility (or the minimum generalized cost), as stated in the classic theory of rational choice (McFadden, 1981), the effect of access and egress times over the attractiveness of the different transport alternatives should not be regarded as negligible. In particular, different patterns of access/egress times to/from transport terminals along the territory affect the modal competitiveness at the spatial level. Accessibility to transport terminals stations has been analyzed in a number of studies under very different perspectives like for example in the analysis of: (1) multi airport systems (