Rethinking Perceived Quality Through The Lens of Entrepreneurial Marketing: Pathways To Customer Delight

The focus of this research is the perception of restaurant service held by senior citizens and how it differs from those of younger customers. It examines (a) the relationship between customer satisfaction and service quality among elderly consumers, (b) differences in level of satisfaction between older and younger customers, (c) differences in perception-of-service quality between older and younger customers, and (d) differences in perception-of-service quality between elderly male and female customers. Statistically significant differences in levels of satisfaction were discovered between older and younger customers, but no significant relationship was found between level of customer satisfaction and perceived service quality. There were significant differences in perceptions of service quality between older and younger customers, and between male and female older customers. This study provides useful knowledge for restaurant managers about the differences between senior and younger customers. It could be helpful towards developing and designing future restaurant marketing strategies targeting senior customers.

This research aims to analyze the pragmatic strategies of male and female customers while giving a nebulizer product review sold by Omron Healthcare in Tokopedia's online customer review and rating. The theories used in this research are gender and politeness strategies. This research is qualitative descriptive because the reality of the data depends on the context and is then described based on the context as well. The data source is in Tokopedia's online customer review, whereas the data are transcripts of male and female customers' comments on Omron Healthcare's nebulizer product. This research finds 50 data: 25 are male, and 25 are female customers. The findings show that male and female customers mostly use positive politeness while giving product reviews. However, females only use two sub-strategies of positive politeness, whereas males use four. Furthermore, the research finds that male customers use negative politeness strategies more often. Additionally, males use more off-record than females. Lastly, only males use the off-record strategy. In short, male and female customers give positive comments, but female customers use more hyperbolic expressions, while male customers use reciprocity and approval. Keywords: gender, online customer review, politeness strategy, pragmatics

PurposeThis paper seeks to explore the nature of complaint satisfaction with particular emphasis on the qualities and behaviours that male and female customers value during personal complaint‐handling service encounters.Design/methodology/approachA semi‐standardized qualitative technique called laddering was used to reveal the cognitive structures of complaining female and male customers. In total, 40 laddering interviews with 21 female and 19 male respondents with complaining experience were conducted.FindingsThe research indicates that being taken seriously in the complaint encounter together with the employee's competence, friendliness and active listening skills are particularly important for both male and female complainants. Females were more able than male respondents to develop strong associations on the highest level of abstraction and linked desired employee behaviors with several values. Female customers tended to be more emotionally involved than male customers as they wanted employees to apologize for the problem and sometimes needed time to calm down and relax. By contrast, male complainants were mainly interested in a quick complaint solution.Research limitations/implicationsOwing to the exploratory nature of the study in general and the scope and size of its sample in particular, the findings are tentative in nature. As the study involved students from one university, the results cannot be generalized beyond this group, even though in this case the student sample is likely to represent the general buying public.Practical implicationsIf companies know what female and male customers expect, contact employees may be trained to adapt their behaviour to their customers' underlying expectations, which should have a positive impact on customer satisfaction. For this purpose, the paper offers several suggestions to managers to improve active complaint management.Originality/valueThe findings enrich the existing limited stock of knowledge on complaint management by developing a deeper understanding of the attributes that complaining male and female customers expect from customer contact employees, as well as the underlying logic for these expectations.

Purpose: The purpose of this study was to examine the dimensions of users’ perceived service quality of cellular mobile telephone operators in Pakistan.Research design / methodology: A structured questionnaire, covering SERVQUAL dimensions of tangible, reliability, assurance, empathy, responsiveness, and additional dimensions of network quality and convenience, was used to measure mobile phone users’ perception about service quality. Convenience sample of 800 mobile phone users was used to collect the data. Confirmatory factor and multiple regression analysis were conducted.Finding: The adapted SERVQUAL with additional dimensions was found to be a valid instrument to measure service quality in mobile phone services. The dimensions of tangible, assurance, responsiveness, empathy, convenience, and network quality found to have positive and statistically significant relationship with mobile phone users’ perceived service quality. Convenience and network quality dimensions found to be relatively most important dimensions affecting users’ perception. The dimension of reliability did not reflect significant effect on customers’ perception of quality.Research limitations/implications: Convenience sample was used to measure mobile phone users’ perception of service quality. Practical implications: SERVQUAL is a valid instrument to measure service quality in cellular mobile telephone operators in Pakistan. Inclusion of additional dimensions and items make it more comprehensive for application in telecommunication services. The dimensions of network quality, convenience, and reliability are important aspects that need managerial attention to attract and retain customers. The regulators in telecommunication industry should take appropriate measure to include these dimensions in undertaking objective assessment of quality of service of cellular mobile telephone operators in Pakistan in safeguarding customers’ interest.Originality/value: Few studies on cellular mobile phone users’ perception of service quality using SERVQUAL, and additional dimensions of convenience and network quality has been carried out in Pakistan. The current study has improved the understanding of mobile phone users’ perception of quality for mobile phone operators, and regulators, beside its practical implications for telecommunication industry in Pakistan. Key Words: Customer service quality, SERVQUAL, Mobile communication service, Pakistan

Many issues and challenges are faced by the managers and professionals in managing sport and recreation programmes today.Although many previous researches on service quality provided by the organizations had been explored, very few studies pertaining to service quality in sport and recreation programmes in local hotels and resorts have been emphasized.This study aims to assess customers’ perceptions of service quality in sport and recreation programmes and to determine the differences between customers’ perceptions of service quality in terms of their gender and nationality.A total of 450 respondents from the hotels and resorts located in coastal areas of the northern Peninsular Malaysia participated in the survey.They were asked to respond to a series of the adapted service quality (SERVQUAL) items to measure five dimensions of service quality including tangibles, assurance, responsiveness, reliability, and empathy. Results from this study revealed that the customers’ perceptions of the overall services in sport and recreation programmes provided by the hotels and resorts were satisfactory.It was also indicated that there was no significant difference between male and female customers’ perceptions of service quality in sport and recreation programmes. Conversely, the results revealed that there was a significant difference between local and foreign customers’ perceptions of sport and recreation services provided. These findings had implications on sport and recreation programmes in relation to designing effective management and marketing strategies at hotels and resorts.

Foodservice industry has broadened to multiple settings including public transportation service. The on board service and food may affect people’s travel experience, yet studies pertaining to customer satisfaction of foodservice operations in railway setting are limited. This study aimed to evaluate the effect of service and food quality on customer satisfaction in Indonesian train catering. A total of 83 consumers in long-distance passengers’ trains of Jakarta and Yogyakarta relations in Java region were surveyed for their perceived service quality, food quality and overall satisfaction of the foods delivered at seat. Data collection was carried out through a validated questionnaire in online format. Bivariate and multivariate statistical test were employed to analyze the data. This study suggested that overall service quality had positive correlation with customer satisfaction in railway foodservice (r=0.304, p<0.01) and so did overall food quality (r=0.395, p<0.01). It was also shown that service and food quality simultaneously explained approximately 17.8% of the variability of customer satisfaction (R2 =0.178). The main aspect of service and food quality which influenced customer satisfaction were meal presentation (p<0.05). This study implied the positive effect of service and food quality on customer satisfaction in train catering.

Development of restaurant industry is growing rapidly in Indonesia resulted in developing Japanese Food Restaurants. Ichiban Sushi, Marugame Udon, Torico and Pepper Lunch are Japanese Food Restaurants located in Manado Town Square compete to give satisfaction to the customers. Physical Environment, Food Quality and Price Fairness have impact to the Customer Satisfaction which affects the repurchase intention of the customers and gaining profit. The purpose of this research is to analyze the differences between male and female customers of Japanese food restaurants in Manado Town Square determined from factors such as Physical Environment, Food Quality and Price Fairness. The Respondents are 100 customers of Japanese Food Restaurants in Manado Town Square divided by 50 male and 50 female. By using Independent Sample t-Test it shows that there is significant difference between male and female customers in Food Quality and Price Fairness meanwhile there is no significant difference between male and female customers in Physical Environment. For restaurateurs and managers, they should create new menu which suit male customers and pay attention to the food quantity. Thus, the price will become reasonable for the customers. They should upgrade their physical appearance so the customers will not get bored with the environment.

Background: Customer satisfaction and service quality are pivotal to the success of businesses, particularly in the competitive retail landscape of Kathmandu. Bhatbhateni, as one of the leading retail chains in Nepal, plays a crucial role in offering a wide array of products and services. Understanding customer perceptions regarding service quality and satisfaction is essential for enhancing operational strategies and maintaining a competitive edge in this dynamic market. Objectives: This study aims to analyze the demographic profile of Bhatbhateni's customers, evaluate their perceptions of service quality and satisfaction, identify key service needs and expectations, and assess the likelihood of repurchase and recommendations among customers. Methods: A quantitative research approach was employed, utilizing structured questionnaires distributed to a sample of 120 customers of Bhatbhateni, selected through convenience sampling to ensure a diverse representation of gender and age. The questionnaire encompassed demographic inquiries and Likert scale items measuring customer satisfaction, service quality, and overall service experience. Data analysis involved descriptive statistics to summarize findings and identify trends in customer perceptions. Findings: The results indicated that the sample comprised 53.3% male and 46.7% female customers, with 61.7% of respondents aged between 15-25 years. A substantial 70.0% of respondents felt that Bhatbhateni understood their service needs effectively. In terms of satisfaction levels, 43.3% of customers reported being somewhat satisfied, while 12.5% expressed being very satisfied with the products. Moreover, 45.8% of respondents rated Bhatbhateni's quality management as good, and 41.7% positively rated staff responsiveness. Additionally, 48.3% indicated a high likelihood of repurchasing products, and 61.7% stated they would likely recommend Bhatbhateni to others. Conclusion: The study reveals a generally positive perception of service quality among Bhatbhateni's customers, highlighting key areas of strength and potential for improvement. Customer satisfaction is significantly influenced by the understanding of service needs and the quality of management. These findings suggest that Bhatbhateni is well-positioned for sustained growth through enhanced customer engagement and service delivery. Novelty: This research contributes valuable insights into the relationship between service quality and customer satisfaction within the specific context of Bhatbhateni, a prominent retail chain in Nepal. By employing a structured questionnaire and statistical analysis, the study adds to the limited existing literature on customer service perceptions in Nepal's retail sector. The findings can guide Bhatbhateni and similar businesses in developing targeted strategies to improve customer satisfaction and loyalty, ultimately enhancing business service management practices in the region.

Linking Service Quality Attributes To Customer Satisfaction in The Mobile Phone Industry in Zimbabwe

This study examines the perception of bank customers regarding service quality of the Islamic banks as well as conventional banks in Pakistan. In today's global and border less market, service quality is gaining importance for successful survival of banks. This study is important due to an emerging trend of Islamic banking practices in Pakistan besides conventional banking to replace Riba based products with the Sharia'h compliance products. Data were collected from 720 bank customers by using stratified random sampling. It is found that the perception of customers of Islamic banks regarding service quality is higher than the perception of customers of conventional banks. The results indicate that there is significant difference in perception of service quality among customers of Islamic banks on the basis of gender but there is no significant difference in service quality perception of male and female customers of conventional banks. The study has a number of implications for bankers, policy makers and academicians. It provides a guideline to Islamic banks for provision of marketable products to meet expectations of male and female customers according to their specific requirements. This study enables policy makers and bankers to make effective and quality oriented arrangements to have satisfied and delighted customers for long term benefits. Academicians are required to conduct research in the banking sector for beautiful blending of theory and practice to analyze the quality of services for increased satisfaction among bank customers. Key words: Islamic banking, conventional bank, bank customers, service quality.

People do not want to just call other people any more by using a cellular phone; they want to connect to the Internet and use various applications like they do with a personal computer. Hence, cellular phones need to become smart. A smartphone has an operating system and many applications. Therefore, it is more difficult to use than previous cellular phones. Therefore, smartphone users are stressed as they confront problems while using smartphones. In this study, we analyzed the effects of the smartphone experience, including phone stress and enjoyment, and device characteristics on customer satisfaction. Questionnaires of thirty-three valid respondents in South Korea were analyzed with regression analysis. The results were that smartphone stress and enjoyment do not affect customer satisfaction. However, instant connectivity is an important factor regarding customer satisfaction. In addition, female customers are not satisfied with smartphones compared with male customers. These results are based on a pilot study, and will be corroborated using more data.

The purpose of this paper was to examine (1) the role of gender in predicting service quality perceptions and (2) the relationship between quality perceptions and satisfaction. The findings of this study were based on the empirical analysis of a sample of 234 respondents. Fifty three percent of the respondents (n = 124) were males while forty seven percent of the respondents were females (n = 110). The result generally support the hypothesis that gender affects service quality perceptions and the relative importance attached to dimensions of service quality. The study also revealed that that tangibles, reliability and responsiveness were critical service quality dimensions for determining satisfaction of both male and female customers.

Purpose: This study aims to explore and understand the impact of price and service quality on customer satisfaction in the photocopy service sector, specifically Photocopy Agung Center in Jayapura City. Research Design and Methodology: The research employed a quantitative survey with 200 respondents who had used photocopy services more than twice in the past three months. Data was collected through a questionnaire comprising three main sections: respondent demographics, perceptions of price and service quality, and customer satisfaction. The validity and reliability of the questionnaire were tested through a pilot test with 30 respondents and statistical analysis using SPSS 29. Data analysis involved multiple linear regression to assess the impact of price and service quality on customer satisfaction. Findings and Discussion: The results indicate that price and service quality significantly influence customer satisfaction, with service quality having a more dominant impact. The study also reveals that certain aspects of service quality, such as reliability and empathy, have a more significant effect on customer satisfaction. Implications: The findings underscore the importance of maintaining competitive pricing and continuously improving service quality to enhance customer satisfaction and loyalty. The study recommends further in-depth and comparative research across different service sectors.

Understanding students' loyalty in library services becomes important as an operations strategy to retain existing students and attract new students. This study uses secondary data from a survey of business school library. Based on extensive literature survey, a scientific (service quality - customer satisfaction - customer loyalty) model is proposed to relate the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. Using convenience sampling, survey (with a well-defined questionnaire) is carried out for regular library users and structural equation modelling (in IBM AMOS) is used for investigating the relationship between the latent constructs of the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. The study identified four antecedents (reliability, assurance, empathy and physical aspects) of overall service quality. The study also found that perception of overall service quality has indirect influence on customer loyalty through customer satisfaction in library service.

This paper illustrates the relationship between service quality (SQ) and customer satisfaction (CS)through empirical evidence using structural equation modeling of data collected through a survey conducted among a sample of 522 students at private universities in Kenya, aself-administered questionnaire was used to collect data classified on Higher Education Performance Model (HEdPERF) framework, comprising non-academic, academic, reputation, access, programme issues and understanding aspects of SQ. The results revealed that the six SQ dimensions of HEdPERF needed to be collapsed into four variables of SQ that were significant to students of private universities. Furthermore, the dimensions had a positive and significant relationship with SQ, and in turn influenced CS. Recommendations are made to the university managers and higher education policy makers to improve SQ by taking note of the importance of the variables identified as being of benefit to customers, as quality services improve satisfaction, university’s competitiveness and excellence. DOI: 10.5901/mjss.2014.v5n23p2739