Purpose—Quality service plays a significant role in enhancing customer satisfaction and loyalty. The main objective of this research is to investigate the effect of Salalah port service quality on customer satisfaction. Design/methodology/approach—This paper used a quantitative research design. Data were collected from 300 repeated customer of Salalah Port in Oman. Statistical Package (SPSS) version 25.0 was used for analysis of data and adopted to test the hypothesized model. Findings—The research findings confirm the positive influence of the five dimensions of service quality – tangible, empathy, reliability, responsiveness, assurance (TERRA) on customer satisfaction. Originality/value—The findings of this study develop the literature by adding empirical research evidence that the TERRA of Salalah port service quality which have a significant effect on customer satisfaction. The result also provide evidence from the Arab region where the data and research in this region are limited.

In immigration services, it is essential to provide good service to the public, in line with the principles of public service. However, in reality, many people still feel that they have not received optimal public service. This study addresses the issue of whether there is a direct and indirect influence of employee competence on citizen satisfaction, with the indirect influence using service quality as a mediating variable. This research employs a quantitative associative method with a population of applicants at the Surakarta Class I Checkpoint Immigration Office over one month, totaling 6236 individuals. A sample of 259 people was obtained using the Isaac and Michael table. Data collection was conducted using a questionnaire distributed via Google Forms to the applicants. The results were then analyzed using descriptive analysis, hypothesis testing with SPSS version 26, path analysis, and finally, the Sobel test. The results of the study indicate that employee competence directly affects service quality with a t-value (18.119) exceeding the t-table (1.969), but does not directly affect citizen satisfaction with a t-value (0.831) less than the t-table (1.969). Meanwhile, service quality directly affects citizen satisfaction with a t-value (10.156) greater than the t-table (1.969). Path analysis and the Sobel test also show that employee competence indirectly affects citizen satisfaction through service quality, with a Sobel test t-value of (8.87) greater than the t-table (1.969). Based on these results, it is concluded that there is no direct influence of employee competence on citizen satisfaction, but there is an indirect influence of employee competence on citizen satisfaction through service quality.

Purpose: This study aims to identify the primary determinants of consumer behavior influencing customer satisfaction in the context of online mobile application (App) purchases of perishable products. Utilizing the well-established SERVQUAL (Service Quality) model, which has been extensively studied in various service-oriented settings, the research seeks to determine the factors with the greatest impact on customer satisfaction during online transactions of perishable products. Design: The investigation focuses on analyzing the five core dimensions of the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. The study employs a survey methodology administered through Google Forms, targeting the population residing in the Klang Valley of Malaysia. A total of 400 samples were successfully collected using a snowball sampling technique. Methodology: The study employs the SERVQUAL model as the theoretical framework to examine the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The survey, conducted through Google Forms, targeted the population in the Klang Valley of Malaysia, with a sample size of 400 collected through snowball sampling. Findings: The study’s outcomes reveal the robust predictive capability of the overarching SERVQUAL model in the realm of online perishable product procurement. Notably, the assurance dimension emerges as the most influential factor, emphasizing its pivotal role in shaping and defining customer satisfaction for online retailers of perishable goods in the Malaysian market. Novelty: This research contributes to the understanding of consumer behavior in online perishable product purchases, by identifying determinants of consumer behavior; the study promotes sustainable production and responsible consumption within the perishable products category, offering insights beneficial for online retailers in the Malaysian market. This study aligns with United Nations sustainable development goals especially industry innovation, food security and responsible consumption.

The food and beverage sector played a big part in contributing to the economic growth in Malaysia hence there was a major increase in the numbers of restaurants opening up for businesses. This study therefore examines factors with the aims of ensuring a sustainable development in full-service restaurants in West Malaysia. The results of this study have made a substantial contribution to restaurant owner’s’ comprehension of the fundamental components that underlie customer satisfaction and loyalty. By examining the moderating effect of the customer’s gender in full-service restaurants in West Malaysia, the objective of this study was to ascertain the relationships between the three variables (quality of the food served at the restaurant, service quality, and environment), as well as the degree to which each attribute was able to relate to diner satisfaction. The underpinning theory for this study was the Theory of Planned Behavior (TPB). Quantitative methods according to descriptive research and convenience sample strategy were utilized in this cross-sectional study. Questionnaires were distributed to 264 respondents through various online platforms such as WhatsApp, Telegram, Facebook, and email. Data collection was evaluated using the Statistical Program for Social Sciences (SPSS) version 27. In order to examine the connection between the three factors and diner’s satisfaction, various tests such as the multiple regression analysis, One-way ANOVA and Beta Coefficient test were carried out. The findings gave current restaurant owners and potential restaurant owners an overview of the different attributes influencing diner’s satisfaction at full-service restaurants in West Malaysia and also the extent of the moderating effect of diner’s gender had on each attribute. The outcome of this paper is expected to provide a sustainable growth in this industry.

The ongoing railway reforms in Ukraine are crucial for the country’s integration into the European Union’s transportation network. A major challenge lies in the difference in track gauge widths: Ukraine predominantly uses a 1520 mm gauge, while European countries utilize a 1435 mm gauge. This 85 mm difference presents significant logistical and operational barriers, hindering smooth cross-border trade and travel. The study examines the current state of Ukraine’s railway system, highlighting the urgent need for infrastructure modernization to meet European standards. Methods include a comparative analysis of Ukraine’s railway network with those of EU member states, focusing on integration challenges and potential solutions. Results indicate that aligning Ukraine’s railway with European standards could substantially enhance connectivity, reduce transit times, and foster economic growth. However, “Ukrzaliznytsia’s” slow adaptation to these necessary changes is a major roadblock. The study concludes that the construction of a standard-gauge railway linking Ukraine to the EU is vital not only for improving trade routes but also for supporting Ukraine’s broader political and economic aspirations towards EU membership. Circular economy principles, such as resource optimisation, extending the life cycle of existing infrastructure and reusing materials from dismantled railway facilities, can offer a cost-effective and sustainable approach. This infrastructural change will serve as a catalyst for deeper integration, strengthening Ukraine’s position within the European transportation network.

Nowadays, customer service in telecommunications companies is often characterized by long waiting times and impersonal responses, leading to customer dissatisfaction, increased complaints, and higher operational costs. This study aims to optimize the customer service process through the implementation of a Generative AI Voicebot, developed using the SCRUMBAN methodology, which comprises seven phases: Objectives, To-Do Tasks, Analysis, Development, Testing, Deployment, and Completion. An experimental design was used with an experimental group and a control group, selecting a representative sample of 30 customer service processes for each evaluated indicator. The results showed a 34.72% reduction in the average time to resolve issues, a 33.12% decrease in service cancellation rates, and a 97% increase in customer satisfaction. The implications of this research suggest that the use of Generative AI In Voicebots can transform support strategies in service companies. In conclusion, the implementation of the Generative AI Voicebot has proven effective in significantly reducing resolution time and markedly increasing customer satisfaction. Future research is recommended to further explore the SCRUMBAN methodology and extend the use of Generative AI Voicebots in various business contexts.