Hizmet Hatası Telafi Stratejileri, Hizmet Kalitesi Algısı ve Kurumsal İmaj Algısı Arasındaki İlişki: Konaklama İşletmeleri Örneği1 (Relation Between Service Failure Recovery Strategies, Perceived Service Quality and Perception of Corporate Image: Accommodation Establishments Example)

The purpose of the study looked at the influence: (1) Perceptions of service quality and corporate image directly on customer satisfaction; (2) Perceptions of service quality, corporate image, and satisfaction directly on customer loyalty; (3) Perceptions service quality and corporate image indirectly on loyalty through customer satisfaction at Travel Prima. The type of research data used comes from the primary (interview questionnaire to the respondent) and secondary (scientific books, articles, or internet). The data is processed quantitatively by path statistical analysis method using SPSS version 23.0. The conclusion of the analysis results can be drawn is: (1) Perceptions of service quality and corporate image directly have a significant positive effect against customer satisfaction; (2) Perceptions of service quality, corporate image, and satisfaction directly have a significant positive effect against customer loyalty; (3) Perceptions of service quality and corporate image indirectly have a significant positive effect against loyalty through customer satisfaction at Travel Prima (Samarinda City).
 Keywords: perceptions of service quality; corporate image; satisfaction; customer loyalty

All economic activities require monetary transactions, including those occurring online. The Internet is thus an essential medium for monetary transactions. Because Internet banking is highly profitable, competition among banks is fierce. However, customer satisfaction is crucial for building a profitable business model. Satisfied users tend to become loyal customers who adopt banking services that regularly contribute to bank profits. Therefore, how to provide services that users require is an important consideration when banks develop service products. Customer perceptions of good service quality are perceptions that improve customer satisfaction. Although service quality is important to users when selecting banking services, the effect of perceived service quality on customer adoption of Internet banking in Taiwan is rarely studied. This study identified three clusters of Internet banking customers based on customer perceptions of service quality in order to help banks develop service products. Each cluster was described in terms of demographics, consumer behaviour, perceived service quality, customer satisfaction, and customer loyalty.

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty.

PurposeThis study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty via corporate reputation in the Takaful context. More importantly, this study compares the Takaful operators’ services with the perceived service quality and the relationship marketing from the Malaysian and Saudi Arabian customers’ viewpoint.Design/methodology/approachA survey-based study was conducted through a questionnaire, and the data was collected from Takaful customers (362 Saudi Arabian and 350 Malaysian customers) through an online survey. Structural equation modelling is used to test the proposed model. Besides, the perception of Takaful customers between Saudi Arabia and Malaysia is compared through a multi-group analysis.FindingsThe results from the Malaysian context reveal that positive perceptions of service quality PAKSERV dimensions (personalization, reliability and tangibility) and positive perceptions of relationship marketing dimensions (Islamic ethical behaviour and structural bonds) have a significant influence on the corporate image. Alternatively, in the Saudi Arabian context, results have shown that the positive perceptions of service quality PAKSERV dimensions (assurance and reliability) of service quality and the positive perceptions of the relationship marketing dimensions (Islamic ethical behaviour, structural bonds and financial bonds) have a significant influence on the corporate image. The differences in both countries’ results can also enhance the corporate image on corporate reputation, merely in Malaysia. By contrast, corporate reputation is deemed a significant predictor of customer loyalty, represented as valid for both contexts.Research limitations/implicationsThe proposed research model tested in Takaful Malaysian and Saudi Arabian can be replicated in other contexts – in terms of country and industry. Moreover, the current study reveals the crucial role of corporate image in forming corporate reputation. Future research could be focussed on the importance of other emotional or affective variables that may be involved in determining corporate reputation. Finally, future studies can be carried with another cultural perspective to have more diversified socio-economic implications.Practical implicationsIt is suggested that Takaful operators from both Malaysia and Saudi Arabia need to put maximum effort towards customer loyalty by bringing both the dimensions of service quality and the relationship marketing in compliance with the principles of Islamic business transaction. The findings of the specific dimensions of service quality and relationship marketing will contribute to customers’ perceptions of corporate image and reputation in the Takaful industry.Originality/valueThe present study tested a blended facet of customer’s overall experience through service quality (PAKSERV) and customer service provider connectivity (relationship marketing) to predict the corporate image of the highly growing financial marketplace (Takaful). Contextually, this study contributes to delineating the factors (corporate reputation) affecting customer loyalty rather than a customer satisfaction tradition. Significantly, Saudi Arabia and Malaysia were chosen for this study, as they are currently the two fast-growing markets for Islamic financial services, especially with regards to the Takaful products and offerings.

This study aimed to clarify how nurse innovation is related to customer perception of medical service quality and experience. Recently, many hospitals have put much emphasis upon the development of nurse innovation. A cross-sectional study was employed. This study adopted questionnaire survey method with nurses and customers of the inpatient wards from three Taiwanese hospitals as the research subjects. After pairing, there were 294 valid questionnaires. Hierarchical regression analysis was utilised to test the possible impact of nurse innovation on medical service quality and experience. In terms of the dimensions of nurse innovation, 'innovation behaviour' ranked the highest (3·24), followed by knowledge creation and innovation diffusion; in terms of the degree of the medical service quality, 'reliability' ranked the highest (4·35). As for the degree of the medical service experience, 'feel experience' ranked the highest (4·44). All dimensions of nurse innovation have no significant effects on medical service quality and experience. Of these three dimensions of nurse innovation, the level of innovation behaviour was perceived by the nurses as the highest. The study found that nurse innovation has no significant effects on customer perception of service quality and experience. Hospitals shall provide sufficient resources and budget for fostering innovation development and encourage their nurses to develop nursing innovation for patents. The education and training courses on 'patient-centred' shall be enhanced among hospital nurses. Healthcare managers shall also explore the difficulties about innovation diffusion and find the solutions for nurses.

We explore whether the relative size of an academic library's resource base, as indicated by the Carnegie classification of the library's parent institution, impacts faculty perceptions of library service quality. Using results from the 2006 administration of the LibQUAL+® survey, the study tests for statistically significant differences between research universities and masters-level universities in terms of faculty minimum, perceived, desired and adequacy gap scores for each of the three LibQUAL+® service dimensions (Information Control, Library as Place, and Affect of Service). Findings suggest that university type does impact expectations and perceptions of service quality, but does not impact ratings of service adequacy, the extent to which faculty perceive that a library meets their expectations.

To evaluate the relative importance of functional quality (how services were provided) and technical quality (what was received for those services) on patient perceptions of pharmaceutical service quality. A scenario-based experimental design was chosen to manipulate functional (FQ) and technical quality (TQ). Subjects were asked to read one of four scenarios describing a pharmacy service experience and imagine that he or she were in the situation described. High and low TQ were manipulated by describing the presence or absence of a prescription medication dispensing error made by the pharmacist in the scenario. Each subject completed a survey about their evaluations of the service provided in the scenario. An ANOVA using a 2 x 2 completely randomized factorial design was conducted to compare the effects of TQ, FQ, and their interaction on perceptions of service quality and behavioral intention. Effect sizes were measured with the calculation of omega-square. FQ had the greatest impact on patient perceptions of service quality and behavioral intentions. FQ explained 44% of the variance in service quality and 39% in intention to return. TQ and the interaction accounted for a significant but much lesser effect. The interaction showed that the effect of FQ was greatest under conditions of high TQ. There were no significant associations between any demographic characteristics and responses to service quality. The results suggest that FQ has the greatest impact on consumer perceptions of pharmaceutical service quality even under conditions of an obvious example of low TQ which respondents perceive as serious and possibly harmful. This study underscores the limitations of relying on patient perceptions in evaluating pharmaceutical services. Although patient evaluations are important, they can be inadequate for assessing the professional quality of services.

An extensive literature review found that customer's perception of service quality and cost effectiveness are the most important factors for the success or failure of service providers. There is evidence of the relation between a number of demographic factors and perception of service quality. The data was collected through the survey of E-Banking customers (N = 754) in four major cities and towns and the countryside in Vietnam. Perception of service quality and cost effectiveness is measured by the following dimensions: reliability, security, convenience, ease of use, customer support and cost effectiveness. The results from the study revealed significant differences in perception of service quality and cost effectiveness by gender, occupation, living place and experience of using E-Banking, while no significant difference was found for education, income, age and variety seeking factors. The results of the study enhance the understanding of perception of service quality and cost effectiveness in Vietnam E-Banking area and provide useful knowledge in the management and delivery of service quality.

This study aims to determine the effect of service quality perception, corporate image and consumer perception on consumer loyalty of Honda Ahass Motorcycle: 0295 Patra Jaya Bengkulu City, with a total sample of 50 people, taken by accidental sampling technique data analysis used partial correlation method, simultaneous correlation and multiple regression methods, and the research hypothesis wastested with statistics. The results of the partial correlation analysis show that the three variables of service quality perception, company image and consumer perception will each have a strong, unidirectional and significant effect on consumer loyalty. Meanwhile, simultaneously shows that the three variables together have a very strong and positive and significant effect on consumer loyalty. Thus, every change in the perceived service quality variable, corporate image and consumer perception, either alone or jointly, will be followed by changes in the consumer loyalty variable in the same direction, either increasing or decreasing. The results of Multiple Regression Consumer Analysis show that the balance of the nature and magnitude of the influence of three variables, namely the perception of quality on the Loyalty of Honda Ahass Motorcycles: 0295 Patra Jaya Bengkulu City. with the order of magnitude of influence on the variable of consumer loyalty, each variable is corporate image, then followed by the variable of consumer perception, and perception of service quality.

The aim of this study was to analyse which quality attributes are, according to managers' beliefs, the most important in determining overall service quality, as well as to investigate the relative importance of restaurant size (square meters) and seating capacity (number of seats) on managers' perceptions of restaurant quality. The sample was composed of 148 managers of individually operating restaurant SMEs in Slovenia. The DINESERV instrument was applied to measure managers' perceptions of service quality. Exploratory factor analysis was used to analyse the importance of different quality attributes, and confirmatory factor analysis (SEM) was used to investigate the impact of restaurant size and seating capacity on managers' perceptions of quality. Results revealed that only twelve quality items belonging to three quality attributes -Assurance, Empathy, and Tangibles -are important in determining restaurants' service quality. The identified three quality attributes explained 56.65% of managers' perceptions of service quality. Results also showed that restaurant size and number of seats significantly influence managers' perceptions of service quality. These results are of great important for restaurant managers aiming to improve their service quality.

PurposePromoting customer–company identification (CCI) has become a crucial relationship marketing strategy for service firms. The purpose of this study is to examine how customers’ perceptions of service quality and corporate social responsibility (CSR) affect CCI over time. More importantly, a comparative analysis is conducted to compare the long-term effectiveness of service quality versus CSR in forming CCI.Design/methodology/approachA conceptual framework is developed and then empirically examined using latent growth curve modeling. The study data were collected from restaurant customers in Taiwan in four waves of 213 repeated measures.FindingsThe results of this study show that customers’ perceptions of both service quality and CSR affect CCI. Particularly, the results of this study indicate that compared with service quality, customers’ perceived CSR has a stronger effect in the promotion of CCI over time.Practical implicationsThis study offers a new insight for service marketing practitioners who are planning and implementing strategies for enhancing CCI. The findings suggest that relationship investments are more effective over the long term when service firms shift their investment priority over time from achieving high service quality to increasing consumers’ belief in the firm’s commitment to CSR.Originality/valueThough previous research has explored the various drivers of CCI, longitudinal examinations are surprisingly scarce in this context. Using latent growth curve modeling, this study examines how CCI antecedents influence changes in CCI over time. More importantly, this study reveals that CSR has a stronger long-term impact on CCI than service quality.

This paper focuses on university students' perceptions of educational service quality. Results suggest that both technical and functional quality are important dimensions that shape students' perceptions of their university's service quality. Although both dimensions are important, the findings suggest that the quality of education, campus facilities and the environment, and course process impact significantly on students' perceptions of service quality. The authors empirically measure students' perceptions using the SERVPREF methodology. Four hypotheses are formulated about the relationship between two main service quality dimensions, technical and functional, and perceived service quality. These relationships are tested using multiple regression analysis and ANOVA. The findings are discussed as are the implications for educational marketers and managers.

Įvairių atliekamų tyrimų, susijusių su vartotojų elgsena paslaugų rinkodaros srityje, nuolat daugėja. Aki­vaizdu, kad vartotojo elgsena svarbi sritis korporatyvinėms organizacijoms. Tačiau pastaraisiais metais išaiškėjo tendencija korporatyvinį pozicionavimą kurti komunikacijos priemonėmis. Straipsnyje kelia­mas klausimas, kokią įtaką korporatyvinis įvaizdis turi vartotojo pritraukimui ir klientų išlaikymui dabar­tinėmis rinkos sąlygomis. Straipsnyje ieškoma sąsajų tarp korporatyvinio įvaizdžio ir paslaugų kokybės vertinimo, tiriant paslaugų vartotojų pasitenkinimą. Teorinėje analizėje, remiantis moksline literatūra, sudaromas vartotojų poreikių tenkinimo modelis, kurio pagrindiniai elementai – įvaizdis ir paslaugos ar produkto kokybė. Šiems elementams priskiriami kriterijai, kurie tikrinami tyrimais. Straipsnyje pristatomi du vartotojų poreikių tyrimai. Žvalgomojo tyrimo – fokusuoto grupinio interviu metu išsiaiškinta, kokie kriterijai lemia mobiliojo ryšio bendrovių klientų pasirinkimą bei lojalumą konkrečioms įmonėms. Iša­nalizavus interviu rezultatus, pastebėta sąsaja tarp praktikos ir teorinio modelio. Iškeltoms prielaidoms tikrinti pasitelktas kiekybinis tyrimas. Remiantis tyrimo rezultatais teikiami pasiūlymai, kaip paslaugų įmonėms, manipuliuojant korporatyviniu įvaizdžiu, reikėtų kurti vartotojų lojalumą.

This study investigates to what extent underlying configurations of customer evaluations of service quality as perceived by frontline employees and as reported by customers match. Surveys of two groups of female bank customers (151 students and 83 adults) and 68 female bank employees in Turkey serve as the study setting. The SERVQUAL instrument is used in measuring employees' and customers' perceptions of service quality. The factor congruency technique is employed to determine the extent of similarities and disparities among the groups. Results show that the underlying configurations of service quality perceptions decompose into three factors in the cases of both customer groups and five factors in the case of employees. Overall, customers' and employees' service quality perceptions do not correspond. This discrepancy underscores the need for accurate assessment of customer perceptions of service quality and training of employees to look at service quality from the perspective of customers by using customers' definitions. Avenues for future reasearch are offered.

Consumers' perceptions of brand personality, décor, and service quality are often regarded as integral drivers of satisfaction judgments and loyalty towards hospitality businesses. Therefore, this study extends existing atmospherics research by testing the influence of music on consumers' perceptions of brand personality, décor and service quality in a laboratory experiment conducted on undergraduate business students in a fine dining restaurant setting. Findings indicate that music does have an influence on perceptions of brand personality and décor, but does not appear to have a significant impact on perceptions of service quality.