Satisfaction as a mediator between perceptions of service quality and loyalty related to the Indonesian Social Security Mobile app

Purpose – Businesses need to be able to meet changing customer demands in order to be able to sustain their assets in the face of intense competition. To this end, businesses need to make a difference by paying greater attention to issues such as service quality and corporate image that are important to customers, as well as to compensate for service failures, which have become important in recent years. In the literature, it is emphasized that compensation strategies applied by businesses after customer complaints affect customer service quality and corporate image perceptions. In this study, it is aimed to determine the effect of each service failure compensation strategy applied in the tourism sector on customer perceptions of service quality and corporate image perceptions. Design/methodology/approach – The research was designed as a quantitative research, and the questionnaire method was chosen to learn the opinions of the participants on the subject. Percentage, frequency, reliability, factor analysis and structural equation modeling were used in the analysis of the data obtained. Findings – According to the results of the study, it was determined that the apology strategy affected customers' perceptions of service quality and institutional image perceptions positively. Also service quality perceptions have positively affects on corporate image perception. Discussion – It is known that tourists report their experiences to the business about service failure in accommodation businesses through complaints. In addition that service failure negatively affects the service quality and corporate image perceptions of businesses. Therefore, it is considered important to take into account tourist complaints and to compensate for service failure. When the findings are evaluated, it is seen that the apology strategy, especially one of the service failure compensation strategies, is important. It is important for accommodation businesses to effectively manage the complaint process and use all compensation strategies, especially the apology strategy, in order to compensate for service failure which negatively affects their quality and image perceptions.

This study investigates the relationships between managers’ perceptions of service quality, operational efficiency, and profitability. The DINESERV tool was applied to assess managers’ perceptions of service quality, and firms’ financial reports were used to analyze operational efficiency and profitability. Exploratory Factor Analysis (EFA) was performed to analyze managers’ perceptions of quality, Data Envelopment Analysis (DEA) was used to assess operational efficiency, and Structural Equation Modeling (SEM) was used to assess the model. Results reveal that, according to managers’ beliefs, only three quality dimensions – empathy, assurance, and tangibles – are important for delivering high-quality services. Based on the results of DEA and SEM, four groups of restaurants were formulated: lower success and lower efficiency (A), higher success and higher efficiency (B), lower success and higher efficiency (C), and higher success and lower efficiency (D). Results reveal that managers’ perceptions of quality significantly vary depending on the level of operational efficiency and profitability.

Pazarlama literaturunde musterilerin hizmet kalitesi algilarinin kavramsallastirilmasi ve olculmesi icin onerilen bircok model bulunmaktadir. Bu calismada, bagimsiz kume faktor modeli (korelasyonlu faktor modeli) ve ikinci mertebe (hiyerarsik) faktor modeli gibi cok-boyutlu faktor modelleri gelistirilerek ve tahmin edilerek, Turkiye perakende sektorunde faaliyet gosteren zincir supermarketlerin musterilerinin hizmet kalitesi algilarinin modellenmesi icin ampirik bir degerlendirme yapilmistir. Bu amacla kurulan hiyerarsik faktor modelinde, etkilesim kalitesi, fiziksel ozellikler ve guvenilirlik faktorleri, ikinci mertebeden hizmet kalitesi faktorunun birinci mertebe faktorleri olarak ele alinmistir. Bununla beraber, supermarketler soz konusu oldugunda, musterilerin kalite algilarinin anlamak ve olcmek icin sadece hizmet kalitesinin degerlendirilmesi yeterli olmadigindan, urun kalitesi algilari da modellere dahil edilerek hizmet kalitesi ile birlikte degerlendirilmislerdir. Musteriler tarafindan algilanan urun kalitesi ve supermarketlerdeki urun politikasi faktorlerinin hem birinci mertebe korelasyonlu faktor modelinde hem de hizmet kalitesinin ikinci mertebe faktor oldugu hiyerarsik modelde, hizmet kalitesi boyutlari ile korelasyonlu olmasina izin verilerek kurulan modellerin dogrulayici faktor analizleri sonuclarina gore, gecerli ve guvenilir olcumleri ile bes faktorlu birinci mertebeden korelasyonlu faktor modeli, ikinci mertebeden hizmet kalitesi iceren modelden daha iyi uyum gostermistir.

The present study aims to analyse the effect of service quality and price perception on loyalty, as mediated by customer satisfaction, in the context of the selection of educational institutions by parents of students. The study adopts a quantitative approach, utilising a survey method, and involves 181 respondents who are parents of students. These respondents were selected through a purposive sampling technique. The data collection was conducted through a Google Form-based questionnaire, while data analysis employed the Structural Equation Modeling (SEM) method, utilising WarpPLS V.8 software. The results of the analysis demonstrate that service quality and price perception exert a substantial influence on parental satisfaction and loyalty. The study concluded that good service quality fosters trust and satisfaction, while reasonable price perception fosters long-term loyalty. The findings of this study corroborate the significance of service and pricing strategies in enhancing learner retention.

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.

Previous research assumes that poor quality of Open Government Data (OGD), OGD portals, and the services provided for OGD may result in reduced trust of citizens in OGD. However, studies that empirically test this assumption are scarce. Using the Information Systems (IS) Success Model as a theoretical basis, this study aims to examine the effects of data quality, system quality, and service quality on citizens’ trust in OGD.We used Structural Equation Modeling (SEM) to analyze the 200 responses to our online questionnaire. We found that trust in OGD can be predicted by citizens’ perceptions of OGD system quality and service quality. Furthermore, citizens’ perception of service quality positively influences their perceptions of data and system quality, whereas citizens’ perception of system quality positively influences their perception of data quality. This study is among the first that quantitatively examines the effects of data quality, service quality, and system quality on citizen’s trust in OGD. It contributes to the scientific literature by providing an operationalization of elements of the IS Success Model in the context of OGD and by developing and applying a model of factors influencing citizen’s trust in OGD. While previous research finds that perceived data quality is the most crucial driver for trust in OGD, our study finds that citizens’ perception of OGD service quality is a more important driver for trust in OGD. With regard to the practical contributions of this study, open data policymakers should be aware that citizens’ perceptions on data quality can be greatly improved when appropriate human services are provided (e.g., designated civil servants offering support or help to data users) in addition to the provision of OGD portal functionalities (e.g., data visualization and comparison tools).

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.

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.

Despite the availability of a considerable body of research examining tourist accommodations, ecotourism accommodations like ecolodges have been overlooked. This study explores the relationships among perceived values, perceived authenticity, perceived service quality, satisfaction, and revisit intentions in the context of ecolodges, using the stimulus–organism–response (S-O-R) model. A total of 230 valid questionnaires were collected from guests of selected ecolodges in Gilan province, Iran. Structural equation modeling (SEM) revealed that perceived values, service quality, and authenticity indirectly influenced guests’ intention to revisit through satisfaction. Perceived authenticity and service quality were positively related to perceived value, which, in turn, affected satisfaction. The results highlight the significant roles of service quality, perceived value, and authenticity in shaping satisfaction and revisit intentions. The results highlight the significant roles of service quality, perceived value, and authenticity in shaping satisfaction and revisit intentions. This study contributes to the literature on ecotourism literature and the antecedents of intention to revisit ecolodges in a developing country. Theoretical and practical implications are discussed and recommendations for future research directions are provided.

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.

Purpose: This research aims to determine tourists' perceptions regarding service quality based on environmental sustainability and to create a service quality model to support ecological sustainability at the Umbul Bening tourist attraction. Research methods: The research uses a sequential exploratory mix-method, with an accidental sampling technique of 322 respondents; quantitative data is processed using SERVQUAL (service quality) and IPA (critical performance analysis), while qualitative data processing is analyzed using FGD (focus group discussion). Results and discussion: The research results show that tourists' perceptions of service quality based on environmental sustainability are not good, with a gap in service quality, especially related to environmental quality. Implication: The service model referring to servicescape is an alternative for creating environmental quality in providing services using the SOR (stimulus, organism, response) paradigm approach, which is expected to be able to influence employee consistency in carrying out their work to support environmental sustainability.

Purpose This study explores how doctors’ characteristics, including effort, listening, expertise, and credibility, influence patients’ perceptions of service quality in mobile health (mHealth) applications in the post-COVID-19 era. It also investigates whether the Need-for-Touch moderates the relationship between doctor-patient rapport and perceived service quality in non-face-to-face consultations. Design/methodology/approach A survey was conducted among Korean college students who used mHealth applications after the COVID-19 pandemic. A total of 152 valid responses were collected and structural equation modeling was used to evaluate the relationships between doctors’ characteristics, rapport, service quality, and the moderating effect of Need-for-Touch. Findings The results show that doctors’ effort, listening, expertise, and credibility significantly enhance patients’ perceptions of service quality through rapport-building in mHealth contexts. However, the Need-for-Touch did not moderate the rapport-service quality relationship, indicating that physical presence is less critical in remote healthcare consultations. Originality/value Previous studies emphasized the importance of Need-for-Touch in face-to-face healthcare environments, highlighting how physical interaction fosters patient trust, satisfaction, and rapport. However, this study shifts the focus to digital healthcare, examining how physician characteristics can compensate for the absence of physical touch in mHealth services. The findings extend current knowledge by demonstrating that service quality can be achieved through non-physical interactions. This perspective offers valuable implications for enhancing mHealth service delivery in the post-COVID-19 era.

The role of perceived service quality and price competitiveness on consumer patronage of and intentions towards community pharmacies.

This study aims to find out if the Role of Consumer Satisfaction as a Mediator Between The Perception of Service Quality and Price Perception positively and significantly affects Consumer Loyalty. The population in this study is GOJEK Online Transportation Service Users In Bogor City with a sample number of 210 people. This research was conducted using SEM (Structural Equation Modelling) analysis using SPSS 23 and LISREL 8.8 Software. The results of this study are as follows: (1) Service Quality Perception has a positive influence and significantly on Consumer Satisfaction as a mediator with a t-Value value of 4.55 > Critical Ratio (CR) value of 1.96. (2) Price Perception has a positive influence and significantly on Consumer Satisfaction as a mediator with a t-Value value of 7.69 > Critical Ratio (CR) value of 1.96. (3) Service Quality Perception has a positive and significant influence on Consumer Loyalty with a t-Value of 2.64 > Critical Ratio (CR) value of 1.96. (4) Price Perception has a positive and significant influence on Consumer Loyalty with a t-Value of 2.13 > a Critical Ratio (CR) value of 1.96. (5) Customer Satisfaction as a mediator has a positive and significant influence on Consumer Loyalty with a t-Value of 4.09 > a Critical Ratio (CR) value of 1.96. (6) Service Quality Perception has a positive and significant influence on Consumer Loyalty through Consumer Satisfaction as a mediator with a t-Value value of 3.33 > Critical Ratio (CR) value of 1.96. (7) Price Perception has a positive and significant influence on Consumer Loyalty through Consumer Satisfaction as a mediator with a t-Value value of 3.93 > a Critical Ratio (CR) value of 1.96.

Background and purpose: The Government of Indonesia established the National Health Insurance or in Indonesia called Jaminan Kesehatan Nasional (JKN) in 2014 with the target of achieving universal health coverage (UHC) by 2019. However, many have not become JKN participants and still use the fee for service financing system. The purpose of this study was to determine patient’s perceptions of the quality of health services under the JKN and fee for service payment methods. Methods: A cross-sectional study was conducted at West Denpasar II Public Health Centre (PHC) with 133 outpatient respondents who were selected sequentially. Data collection was carried out in June 2019 through interviews. Patients’ perceptions of service quality were measured according to the six domains of health service quality established by the Institute of Medicine (IOM) which include effectiveness, efficiency, timeliness, patient-centered approach, safety and equity. Bivariate analysis was conducted with Mann Whitney test and multivariate analysis with Ancova. Results: Patients’ perceptions of the quality of services in the JKN and fee for service payment methods were found to be quite good with an average of 3.08 and 3.17 of the maximum value of 4.0. Bivariate analysis showed a significant difference with a mean rank of 54.28 for JKN and 79.16 for fee for service (p<0.01). Patients’ perceptions of service quality also differed significantly based on the dimensions of efficiency (p=0.001), effectiveness (p=0.005), timeliness (p=0.007) and patient-centered approach (p=0.032). Multivariate analysis showed that the variable that was significantly related to patient perceptions of service quality was the payment methods (p<0.001). Conclusion: Patients with a fee for service payment methods have a better perception of service quality than patients who use JKN. Advocacy to policy makers and service providers should be conducted in order to ensure the equal quality of service for all patients.