Percepirani kvalitet tradicionalnih prodavnica prehrambenih proizvoda - zadovoljstvo cenom, poverenje, kvalitet usluge, praktičnost i lokacija

This research focuses on the impact of Customer Relationship Management and Service Quality on Consumer Loyalty at Rena Fashion & Beauty, Tuban. This research identifies the following problems: 1) The influence of Customer Relationship Management on consumer loyalty at Rena Fashion & Beauty, Tuban; 2) The impact of service quality on consumer loyalty at Rena Fashion & Beauty, Tuban; 3) The joint influence of Customer Relationship Management and Service Quality on consumer loyalty at Rena Fashion & Beauty, Tuban. The aim of this research is to assess: 1) The influence of customer relationship management on consumer loyalty at Rena Fashion & Beauty, Tuban; 2) The impact of service quality on consumer loyalty at Rena Fashion & Beauty, Tuban; 3) The joint influence of Customer Relationship Management and Service Quality on consumer loyalty at Rena Fashion & Beauty, Tuban. This research used a survey method with a quantitative approach and involved 95 respondents. Quantitative data analysis was obtained through questionnaires. The research results show that Customer Relationship Management and Service Quality have a positive and significant influence of 49% on consumer loyalty at Rena Fashion & Beauty, Tuban, while the remaining 51% is influenced by other factors. Therefore, it is important for Rena Fashion & Beauty to continue to pay attention to Customer Relationship Management and Service Quality in order to increase their customer loyalty.

Abstract: The research which entitled "The Impact of Product Variation, Product Quality, and Service Quality on Purchase Decision of Ko-Kopian Products" has three objectives, that is, (1) knowing the impact of product variations on purchase decision of Ko-Kopian products, (2) knowing the impact of quality products on purchase decision of Ko-Kopian products, (3) knowing the impact of service quality on purchase decision of Ko-Kopian products. Ko-Kopian is a company that runs in the field of processed coffee beverage products. Product sale is carried out through offline store that is located in Cepu. This research uses quantitative method. The population that exists is the consumers who have bought and consumed products of Ko-Kopian. In this research, the sample that is used is 109 respondents. Data is collected through questionnaires that are distributed online. The data that is obtained is processed by using multiple linear regression analysis with SPSS program as helping tool. The results of this research are as follow: (1) Product variations have the effect significantly on purchase decision of Ko-Kopian products, (2) Product quality affects significantly on purchase decision of Ko-Kopian products, (3) Service Quality affects significantly on purchase decision of Ko-Kopian Products.
 
 Keywords: Product Variation, Product Quality, Service Quality

The purpose of this research is to explore the impact of food and service quality on customer satisfaction and electronic word-of-mouth (E-WOM) at Warung Sarie-Ayam Tulang Lunak Khas Bali. The study investigates several key questions: (1) How does food quality affect customer satisfaction? (2) What is the effect of service quality on customer satisfaction? (3) How does food quality influence E-WOM? (4) What is the impact of service quality on E-WOM? (5) Does customer satisfaction mediate the relationship between food quality and E-WOM? (6) Does customer satisfaction mediate the relationship between service quality and E-WOM? This research adopts a quantitative approach, using a sample of 96 respondents, with data analyzed through Partial Least Squares (PLS) via SmartPLS software. The findings reveal that both food quality and service quality significantly contribute to customer satisfaction. Additionally, food quality has a notable impact on E-WOM, whereas service quality does not have a direct effect on E-WOM. Moreover, customer satisfaction does not serve as a mediator in the relationship between either food quality or service quality and E-WOM. These results imply that while enhancing food and service quality can improve customer satisfaction and potentially affect online reviews, customer satisfaction does not entirely mediate the connection between quality factors and E-WOM. This study offers useful insights for restaurant owners, especially in areas of marketing strategy and customer experience enhancement.

PurposeThe purpose of this paper is to investigate the role played by service quality (SQ) in manufacturer–distributor working partnerships in the context of Indian small and medium enterprises (SMEs), and present two models which propose and validate that contributions toward SQ, made by both the manufacturing unit and distribution firm lead to satisfaction which consequently results in business-to-business (B2B) loyalty.Design/methodology/approachThe research design for this study includes a combination of literature review, exploratory interviews with a focus group and a questionnaire survey conducted through interview schedule from 101 information rich and willing respondents working in SMEs of northern India.FindingsThe paper brings out scales foe measuring organizational (internal) and distributor (external) SQ. Further, two models using structural equation modeling are developed. Model-I examines the effect of organizational SQ on distributor SQ. Model-II examines the impact of distributor SQ on satisfaction and loyalty and also tests a set of four propositions related to their working relationship. The models are empirically tested and are found to be fit.Research limitations/implicationsFuture researchers may validate these scales, and empirically test the proposed models in alternate settings. Insights derived from this study may be transferred to other partnerships, which may exist in a manufacturing supply chain including suppliers, employees, retailers and end consumers.Practical implicationsThis study would be of interest to SME practitioners interested in improving SQ with their distributors. The study also finds support for strengthening collaborative relationships with B2B partners to achieve a win-win situation.Originality/valueThere are very few empirical studies that measure SQ w.r.t. distribution function in SMEs and the concept is in nascent stage, especially in Indian setting.

Background: Public transportation is an important key to solving traffic congestion and air pollution problems. Bogor is ranked as the 832nd most congested city globally in 2022 and has a poor air quality index. In an effort to mitigate these challenges, the government initiated a soft launch of a public transportation service in Bogor City, named BISKITA Transpakuan, in November 2021. But, from May 2023 to May 2024, the average daily ridership of BISKITA Transpakuan was only 0.86%. In contrast, cities worldwide that have successfully achieved public transportation utilization targets aligned with the Sustainable Development Goals typically exhibit daily ridership percentages ranging from 9% to 12%. Consequently, concerted efforts are necessary to increase BISKITA Transpakuan ridership.Purpose: The study investigates the impact of service quality and customer satisfaction on reuse intention within the urban public transportation context, specifically focusing on the BISKITA Transpakuan bus transit system in Bogor, Indonesia.Design/methodology/approach: The research employs a hybrid data collection approach, combining online and offline surveys, to gather responses from 250 BISKITA Transpakuan passengers. The study utilizes Partial Least Squares Structural Equation Modelling (PLS-SEM) to analyze the relationships between transportation performance, driver performance, service quality, customer satisfaction, and reuse intention.Finding/result: The findings reveal that both transportation performance and driver performance significantly influence service quality. However, while transportation performance directly impacts customer satisfaction, driver performance's effect is mediated through service quality. The study also confirms the significant role of service quality and customer satisfaction in shaping reuse intention. The predominance of female passengers and those aged 19-35 underscores the need for gender-sensitive infrastructure and services.Conclusion: The direct and positive influence of transportation performance on service quality, customer satisfaction, and reuse intention highlights its significance in enhancing the overall passenger experience. While driver performance also plays a crucial role in shaping service quality, its impact on customer satisfaction and reuse intention is indirect, mediated through the perceived quality of service. The substantial proportion of passengers residing in Bogor Regency suggests potential for service expansion. To enhance Bogor's public transportation, management should optimize vehicle maintenance, routes, schedules, and driver training, prioritizing passenger comfort and female passenger safety. The government should also analyze bus stop regulations for efficiency and accessibility while increasing subsidies to reduce fares and support operators.Originality/value (state of the art): This study contributes significantly to the measurement of service quality in the transportation service sector. The use of reuse intention variables provides a better understanding of the relationship between service quality and consumer decision-making. Keywords: bus transit system, customer satisfaction, reuse intention, service quality, structural equation model

The paper aims to explore the potential impact of ‘bank personnel efficiency’ and ‘price satisfaction’ on overall customer satisfaction of consumer credit products and positive word of mouth (WOM). Furthermore it aims to provide bank managers with useful insights into the development of high quality relationships with customers. ‘Personnel efficiency’, is related to the human factor of service quality, while ‘price satisfaction’ refers to the customers’ subjective view of the bank's pricing policy. The research involved a review of the available literature on service quality dimensions and their effect on satisfaction and WOM. For the collection of data, a survey was designed and conducted in the greater area of Athens, Greece. The research questionnaire was administered by means of personal interviews to 750 bank customers. Data analysis, using structural equation modelling, suggests that ‘personnel efficiency’ and ‘price satisfaction’ are antecedents of overall ‘customer satisfaction’, which is a prerequisite for positive ‘word of mouth’.

The purpose of this study is to examine the impact of airlines service quality on word-ofmouth through corporate image. Survey data were collected from 298 passengers who have used the domestic airline service at Tan Son Nhat airport. Research results reveal that domestic airline service quality includes four components: convenience, reliability, passenger service, and in-flight service. The SEM analysis result, moreover, shows that there is no significantly direct impact of service quality on WOM, that only exerts an indirectly positive impact of service quality on WOM through the airline image. Finally, the implications for managers and directions for further research are discussed as well.

Introduction: This paper explores the impact of college e-service quality on student satisfaction in the context of the innovative practice of "Internet + Education" in order to research whether there is any difference in students' perception of college e-service quality under the influence of different levels of digital literacy. The research object of this paper is students of universities in Kunming, and the SERVQUAL model is extended. Among them, the independent variables are the five dimensions of e-service quality. The dependent variable is online education student satisfaction. The moderating variable is digital literacy. This research is based on relevant service theories. A combination of quantitative and qualitative methods is used. The results of the research show that the impact of service quality on college students' e-learning satisfaction is different under different levels of digital literacy. Objective: The research objective of this paper is to investigate the impact of the quality of e-services in higher education on student satisfaction in order to research whether there are differences in students' perceptions of the quality of e-services in higher education under the influence of different levels of digital literacy. Theoretical Framework: This research was expanded with the SERVQUAL model and followed the exploratory sequential mixed methods process of scientific investigation, from the initial selection of variables to the final discussion of recommendations and countermeasures. Method: In this study, the scientific survey process of exploratory sequential mixed methods was used to research the satisfaction of college students with online education based on the theory of digital literacy and service quality, using college students in Kunming, China, as the target of the survey, and a combination of quantitative and qualitative research methods. Results and Discussion: The results of the analysis showed that the independent variable: the five factors of e-services (the higher, the higher the satisfaction of students. And under the moderating variable, digital literacy moderated all the other factors, only the relationship between responsibility and e-learning student satisfaction had no significant moderating effect. [synthesize the main results of the research]. In the discussion section, these results will be correlated according to the theoretical framework, highlighting the identified effects and relationships. This section also considers possible limitations of the research. Research Implications: 1. theoretical significance: by constructing a comprehensive theoretical model, this research aims to provide new insights into the field of e-learning. It not only helps to understand the impact of E-learning platform design and service quality, but also emphasizes digital literacy as an important moderating variable. 2. Practical significance: The research results will provide value to educational technology developers and educational policy makers, helping them to optimize e-learning platforms to enhance user experience and learning outcomes. Originality/Value: This research expands the SERVQUAL model by taking online education as the background, combining the actual situation of online education in China, and taking digital literacy as the variable. It allows colleges and universities to break through the original traditional education model. And lifelong learning and personalized learning are the focus of the reform of continuing education in colleges and universities. The results of this research will promote colleges and universities to continuously improve the quality of online education and provide reference for schools and teachers to carry out online education and continuing education.

Aim of this study was to investigate the impact of functional and technical service quality on the trust and loyalty of patients at private hospitals. The study conducted in Kurdistan region of Iraq. We have collected data via survey questionnaire from 322 patients or acquaintances of patients. He results revealed that functional and technical service quality at private hospitals had more or less equal impact on the trust of patients to that hospital. Besides, none of those service qualities significantly impacted the loyalty of patients. As trust had strongly significant and positive impact on the loyalty to that hospital, it was found that trust had a strong mediating role between service quality and loyalty to private hospital. There are managerial implications in the conclusion part.

PurposeThe purpose of this paper is to examine foreign participants’ service quality, satisfaction and behavioral intention during the 2016 Shanghai International Marathon, and to gain a better understanding of the impact of service quality on their satisfaction and behavioral intention.Design/methodology/approachAn English questionnaire was originally designed on the basis of the literature review of service quality, overall satisfaction and re-participation intention to assess the purpose of the study. Data were collected from 308 foreign runners including 61.7 percent (n=190) of male and 38.3 percent (n=118) of the female. Structural equation modeling was employed to check the proposed model and to test the impact of service quality on foreign participants’ overall satisfaction and behavioral intention.FindingsA positive correlation was captured between the following: service quality and overall satisfaction (r=0.752, p<0.01), overall satisfaction and behavioral intention (r=0.876, p<0.01), and between service quality and participants’ behavioral intention (r=0.760, p<0.01). Furthermore, the service quality of Shanghai International Marathon had an indirect effect on foreign participants’ behavioral intention. The structural model fits the data well (R2=0.823).Research limitations/implicationsFirst, the sample size was small and was just drawn from one event, which can be taken with caution in the context of the generalization of findings. Second, the results are specific to 2016 Shanghai International Marathon participants and cannot be generalized with other events in China or around the world.Practical implicationsThe results are practical for the marathon event organizers to better understand foreign participants’ needs and improve their services. This study has a significant importance to the sports events organizers, especially the organizers of the Shanghai International Marathon in terms of a better understanding the level of their service. This study will also help the event organizers to adapt their strategies and their efforts to increase Shanghai International Marathon foreign participants’ satisfaction and intention to repurchase or to share with others.Social implicationsThis study contributes to the foreign participant’s satisfaction literature. In fact, many studies were carried on event spectators’ satisfaction while rare studies were carried on event participants’ satisfaction, especially marathon foreign participants’ satisfaction, and this study will supplement studies related to sport events participation. This will be convenient for sports managers and scholars to better understand the impact of service quality on participants’ satisfaction and behavioral intention in the field of sports events management. Meanwhile, the results were extremely useful to Shanghai during the process of constructing a “world-famous sports city” and “modern international metropolis”.Originality/valueLittle literature focus on foreign participants of Shanghai International Marathon, which is important in the process of shaping city image and building world-famous city. Are foreign participants satisfied with the Shanghai International Marathon? Which aspect of the service quality is of greater value for them? What are the influencing factors of their behavioral intention and word-of-mouth communication? What are the specific impact paths among the service quality, overall satisfaction and behavioral intention variables? To examine the objectives, the study was designed to target foreign participants’ service quality, satisfaction and behavioral intention. Besides, structural equation model was applied in this study to explore the path relationship between service quality, satisfaction and behavioral intention specifically.

Particularly as individuals migrate from conventional to online shopping because of the epidemic, courier services are essential for the economy. Establishing long-term bonds and guaranteeing consistent and trustworthy services depend on confidence. Service quality can be hampered, though, by road congestion and unsuccessful deliveries. This study evaluates consumer trust in courier services by means of the SERVQUAL model; therefore, it addresses service quality. More perceived performance suggests more improved service quality. Evaluating service quality enables operators to modify their activities to satisfy consumer expectations and acquire a competitive edge. Courier services may remain competitive and help local communities by concentrating on service quality and understanding consumer demands. The study aimed to assess the impact of service quality in customers’ trust to courier services towards possible business strategies proposal. The study found that service quality predicts customers' trust in courier service providers, with assurance being the best predictor. Tangibility, reliability, responsiveness, assurance, and empathy are essential for trust. The null hypothesis was rejected, indicating a significant impact of service quality on customer trust. A proposed business strategy was developed to enhance or maintain service quality and customer trust.

PurposeThis study aims to investigate the impact of service quality, as measured by the SERVQUAL model with extended variables of safety awareness and energy conservation, on consumer satisfaction. It also explores the mediating effect of energy conservation and the moderating effect of consumer residence of electricity on this relationship.Design/methodology/approachThe study uses a quantitative research approach, with data collected from 1,004 respondents through a questionnaire from the household consumers of UGVCL. The survey measures service quality using the SERVQUAL model with the additional variables of safety awareness and energy conservation. The data is analyzed using structural equation modeling, mediation and moderation to test the proposed hypotheses.FindingsThe results show that service quality, safety awareness and energy conservation all have a positive impact on consumer satisfaction expect responsiveness. Energy conservation also mediates the relationship between service quality and satisfaction, indicating that when consumers perceive higher service quality, they are more likely to conserve energy and thereby increase their satisfaction. Additionally, the moderating effect of consumer residence of electricity shows that the impact of service quality and safety awareness on satisfaction is stronger for consumers living in areas with higher electricity rates.Originality/valueThe paper lies in its investigation of the impact of service quality on consumer satisfaction using the SERVQUAL model, with the inclusion of two additional variables, safety awareness and energy conservation. Furthermore, this study examines the mediating effect of energy conservation and the moderating effect of consumer residence of electricity on the relationship between service quality and consumer satisfaction. To the best of our knowledge, this is the first study to incorporate these variables in examining the relationship between service quality and consumer satisfaction in the context of energy services. Therefore, this study offers a novel contribution to the existing literature on service quality and consumer satisfaction.

PurposeThe study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).Design/methodology/approachThis study developed an SEM method based on SERVQUAL, LibQUAL+ and SERVPERF instruments, including 30 items under five service quality dimensions and eight satisfaction items with the 7-point Likert scale to appraise the impact of library service quality dimensions on user satisfaction. For this purpose, a survey was carried out among 437 students, 52 MPhil/PhD researchers and 32 teachers of the nine selected public university libraries of Bangladesh through a structured questionnaire. The SEM approach included path analysis, confirmatory and exploratory factor analysis, as well as construct reliability and validity where user satisfaction was used as the dependent variable, and five service quality dimensions were applied as independent variables.FindingsThis model was identified as significant and clarified 58% of the total variation in user satisfaction. The study findings indicated that resources of the libraries, staff competence, demeanor approach and tangible facilities of the public university libraries have a significant impact on user satisfaction.Originality/valueAn initiative has been taken for the first time to ascertain the impact of library service quality on user satisfaction applying the SEM approach in Bangladesh. Moreover, it creates an avenue to prompt future studies on the structural relationship between user satisfaction and service quality dimensions in academic libraries globally.

This study aims to analyze the impact of interactivity, entertainment, perceived relevance, and service quality on purchase intention mediated by brand trust in fast food restaurants in Batam. Data was collected through questionnaires with a total of 254 respondents who had purchased fast food in Batam. The data analysis method used is the Smart PLS application to test the direct and indirect relationships of the variables. The results showed that interactivity, entertainment, perceived relevance, and service quality have a significant relationship to purchase decision. But perceived relevance is not significant to purchase decisions, and entertainment is not significant to brand trust. This study confirms the importance of the influence of interactivity, entertainment, perceived relevance, and service quality on purchase decisions mediated by brand trust in fast food restaurants.

Purpose – This study aims to examine the influence of service quality and institutional image on the behavioral intention of students at Madrasah Aliyah (Islamic Senior Secondary School) accredited A in Malang. Understanding these factors is crucial for educational institutions to maintain their reputation and competitive edge by influencing student perceptions positively, thereby fostering behaviors that benefit the institution, such as recommendations and continued enrollment. Design/methods/approach – This correlational research employs a quantitative approach with data collected through online surveys. The sample consists of 354 students from accredited Madrasah Aliyah in Malang, selected using proportionate random sampling. The study analyzes the relationships between service quality, institutional image, and students' behavioral intention using multiple linear regression. Findings – The results reveal a significant positive impact of both service quality (β = 0.089, p &lt; 0.001) and institutional image (β = 0.146, p = 0.010) on students' behavioral intention. The combined influence of these variables accounts for 64.6% of the variance in behavioral intention, suggesting that improvements in these areas are likely to enhance student loyalty and advocacy. Research implications – These findings underscore the importance of managing service quality and institutional image to foster positive behavioral intentions among students, which in turn can lead to increased student retention and attraction. The study also suggests further research into other factors influencing student behavior and expanding the application of these findings to other educational settings