This study aims to investigate the implications of service quality and brand credibility on passenger satisfaction and behavioral intentions in the air transportation industry in Indonesia, especially at Lion Air. This research is motivated by the high level of passenger complaints against Lion Air services in seven years, according to the Indonesian Consumers Foundation (YLKI). The most common complaints include frequent flight delays, less timely return of tickets, damage and lost luggage, even lower safety guarantees. This is considered not only as a manifestation of poor service quality, but also affects brand credibility in the long run. In addition, poor service quality and brand credibility show low passenger satisfaction and influence changes in their behavioral intentions in the future. Respondents in this study were Lion Air passengers at least once several times using Lion Air in the last two years. The study uses Structural Equation Modeling and Partial Least Square (SEM-PLS) to examine the hypotheses of the survey. Data analysis techniques are carried out through three stages, such as inner models, external models, and hypothesis testing. Then, this study states that there is a positive and significant impact of service quality and brand credibility on behavioral intentions with passenger satisfaction as a mediating variable.

The objective of this research was to investigate the impacts of the perceived service quality on passengers’ satisfaction towards the service quality of the Nakhon Phanom Municipality, Thailand - Thakhek, Lao People's Democratic Republic ferry. The sample group comprised Thai and Lao passengers who used the ferry’s service. A questionnaire was used to collect data from 505 samples who were selected using the simple random sampling method. The collected data was analyzed using the confirmatory factor analysis (CFA), structural equation model-ling (SEM), and partial least squares (PLS) regression with the ADANCO 2.1.1 software. The results showed that the perceived service quality consisted of tangibles, reliability, responsiveness, assurance, and empathy, which had the same impact with the passengers’ satisfaction towards the service quality. The most influential factors were the tangibles and responsiveness. Therefore, entrepreneurs should priorities the improvement and development of the ferry’s tangibles. Furthermore, the government sector or relevant agencies should promote the implementation of technology into the development in order to fulfill the passengers’ demand and create an impression that would lead to satisfaction and repurchasing.

There is no doubt that m-commerce a paramount contributor to many companies and economies in many areas around the world. Thus, changes the way of m-commerce companies be-comes very important in order to gain more profit. The main reason for this study is to in-crease the customers’ awareness toward using mobile for purchasing purposes. The study reveals how m-commerce process changes the role of trading from the traditional way to the electronic one. The objective of this research is to determine the impact of ease of use and perceived cognitive control on consumer perception for using m-commerce system. Data of the survey were collected from Arab Open University (AOU), the number of participants was 618. The results indicated that all variables affected consumers toward using mobile for purchasing purposes in coming future.

Health centers play an important role in maintaining community health status, and their service will impact on community satisfaction and loyalty to use the facility. This study aims to analyze the role of quality of services in a health center in West Lombok Indonesia, with the focus on the established nursing service standards and patient expectations. The purpose of this study is to find out the quality of nursing services to patient satisfaction at the Gunung Sari Health Center in West Lombok Regency. The research methodology used is quantitative research with an analytical observational research design and a cross sessional approach. The population were 173 people and the sample used was inpatients for more than three days and could read in Gunung Sari Health center, amounting to 68 people with accidental sampling techniques. Data collection tool is a questionnaire and uses Chi Square data analysis. The results show that the p-value is equal to 0.00 which means there is a significant influence between the quality of nursing services on patient satisfaction at Gunung Sari Health Center in West Lombok Regency.

The economic downturn, with a weakening oil market, resulted in the growth of divergent businesses that led to competition between destination-branded hotels and non-hotel-based firms in the fitness sector in the United Arab Emirates. Since hotel-based fitness firms have targeted both residents and tourists, the declining customer inflows have alarmed non-hotel-based fitness firms, leading to explore the market and appraise their service qualities, particularly given that their customers have experienced unexpected reductions in their discretionary spending habits. This paper analyzes factors in customers’ perception of service quality and its relation to customer satisfaction and retention. A sample of 186 member-customers was randomly selected from all non-hotel-based fitness firms functioning in Abu Dhabi. The primary data were collected through surveys and interviews. Respondents prioritized price, quality, hygiene and safety as major factors when assessing service quality. Although a high service quality index score and customer satisfaction indicated the drive for customer retention, the steady-state matrix apparent in the second year in a Markov analysis suggests that firms focus on improvising their marketing mix to increase customers’ spending time in fitness centers and maximize customers’ satisfaction with the main purpose of their visit, their own wellbeing and stress reduction. This study fills a research gap and helps fitness firms understand the importance of appraising customers’ perceptions of service quality in a downswing market, and of devising niche strategies to gain competitive advantage.

The intense competition in the airline industry urges adjustment to service quality and pricing. Alterations to service quality and price may lead to service degeneration and price unfairness, which will affect customer satisfaction and trust. The objective of this investigation was to figure out the role of service quality and price fairness in improving customer satisfaction and building customer trust in the airline industry in Indonesia. Questionnaire responses were collected from 300 randomly enrolled passengers at Halim Perdana Kusuma Airport Indonesia. This research took a verification approach by the Structural Equation Modeling (SEM) technique. The results indicate that service quality, price fairness, and customer satisfaction played an important role in building customer trust. Customers’ positive experiences, optimum service quality, and price fairness perception enabled the airline company to be closer to them and build their trust. Satisfaction was proven to mediate the relationship of service quality and price fairness to customer trust.

The purpose of this study is to investigate the impact of customer relationship management on customer loyalty (CL) at Jordan Telecommunication Company through business process management. The researcher uses the descriptive analytical method to scan members’ opinions. The random sample includes (367) workers from different sectors all over the country. The results show that customer relation management (CRM) has a dramatic impact on customer loyalty and business process management (BPM). Besides, BPM plays a vital role between CRM and CL. This study appears to be the first study in Jordan which empirically examines the indirect relationship between customer relation management and customer loyalty via business process management.

This article analyses how innovative management methods including collaborative networks, digital marketing, service quality, and supply chain management can bring increased potential performance for cultural tourism in the northeast of Thailand. To reveal the preconditions and factors like innovative management, service quality, digital marketing, and supply chain management that enable cultural tourism performance in Thailand's northeast, a survey was done utilizing a questionnaire and a simple random approach with key informants such as tourists. The findings imply that encouraging performance is dependent on innovative management, service quality, digital marketing, and supply chain management in cultural tourism.

The study's goal is to see how electronic customer relationship management affects the quality of service at private hospitals in Jordan. The dimensions of customer relationship management (CRM) represented by website design, website search, privacy, security, and service delivery on time, while the dimensions of quality of service include reliability, responsiveness, assurance, and empathy. It focused on private hospitals in Jordan. Data were primarily gathered through self-reported questionnaires created by Google Forms distributed to a purposive sample of inpatients via email. The statistical program AMOSv24 was used to test the study hypotheses. The results demonstrated that electronic customer relationship management had a positive impact on service quality. Considering the results, the researchers recommend improving the degree of its practice of managing electronic customer relations by reconsidering its websites in terms of focusing on the website design and its ease of use by patients and the possibility of searching the website.

Customer loyalty plays an important role for the success of aviation companies. Most airlines companies rec-ognized that a frequent flyer is about 10 times more valuable than an associational flyer. As a result, it is essen-tial to evaluate determinants of Vietnamese frequent flyers related to loyalty toward American-based airlines like Delta Air Lines. The customer loyalty was impacted by service quality, brand image, perceived value, pric-ing policy, and customer satisfaction. A sample of 300 Vietnamese frequent flyers of Delta Air Lines was col-lected for this study. The primary data was analyzed with SPSS and AMOS. The results indicate that service quality had no impact on customer loyalty of Delta Air Lines frequent flyers in Vietnam while the rest variables maintained some effects. There were several limitations of this study such as sampling, questionnaires design, and data collection. This research also contributed implications for further studies about customer loyalty in aviation industry.