Consumer Perceptions Of Service Quality Research Articles

Ethnocentrism Bias on Consumer Perception of Service Quality and Intention to Buy

Tujuan percobaan ini adalah untuk melihat apakah persepsi konsumen terhadap kualitas layanan dan intensi membeli dipengaruhi oleh latar belakang budaya mereka. Berdasarkan interaksi antar budaya konsumen, peneliti yakin terdapat perbedaan pada cara konsumen memandang kualitas layanan yang mereka terima dan intensi mereka untuk membeli. Suku Sunda dan Surabaya merupakan suku budaya yang diteliti dalam penelitian ini sebagai sampel budaya Indonesia yang direpresentasikan melalui dialek dalam stimulus eksperimental berupa rekaman audio. Penelitian ini menggunakan metodologi kuantitatif dan desain kuasi eksperimen dengan dua kelompok perlakuan untuk post-test saja. Sejumlah 100 mahasiswa S1 di Yogyakarta, berusia 17-23 tahun, memiliki keturunan Sunda dan Surabaya berpartisipasi dalam penelitian eksperimental ini. Mereka juga harus bersekolah di SD hingga SMA di Bandung atau Surabaya. Dari hasil interaksi antara budaya konsumen dan frontliner, diperoleh temuan bahwa tidak ada perbedaan persepsi konsumen terhadap kualitas layanan dan intensi membeli. Dalam kajian lintas budaya ini, ditemukan bahwa bias etnosentris mempengaruhi persepsi dimana masyarakat meyakini budayanya sendiri lebih unggul. Konsumen dari Bandung lebih menyukai frontliner dari Bandung dibandingkan Surabaya, dan sebaliknya. Ditemukan pula bahwa tidak terdapat dampak interaksi budaya terhadap intensi membeli.

Analysis of Differences in Consumer Perceptions of Service Quality from an Islamic Perspective (Study of Panorama Traditional Markets and Hypermart Modern Markets)

The purpose of this research is to determine the differences in consumer perceptions of service quality, namely: the direct evidence dimension (tangibles), the reliability dimension, the responsiveness dimension, the assurance dimension, and the empathy dimension in the traditional market "Panorama ” and the Modern Market “Hypermart”. To test this, researchers used quantitative methods with primary data collection techniques in the form of questionnaires distributed to 200 respondents. The data analysis technique used is an independent sample t-test using the SPSS version 25 program. From the results of the research and discussion, it was found that differences in consumer perceptions of service are found in the dimension of attention (empathy) with a significance value (sig-2-tailed) of 0.003 for the empathy variable. at a significance level of 5% this value is significant because the significance is 0.003 > 0.05 and for the dimensions of tangibles, reliability, responsiveness, and assurance there is no difference in perception because the significance value is greater than 0.05. With this research, it is known that there are differences in perceptions in the empathy dimension and it is hoped that this can become a benchmark for improving service performance.

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

The Impact of Unionization on Consumer Perceptions of Service Quality: Evidence from Starbucks

Analisis Kepuasan Konsumen Point Kupi Kabupaten Aceh Barat

Demonstrating customer satisfaction is important for marketers because it is often considered a fairly important determinant of repeat purchases. This study aims to analyze consumer satisfaction with services and products at Point Kopi. A survey method was used with a structured questionnaire to collect data from respondents. Statistical analysis will be conducted to evaluate consumer perceptions of service quality, products, and other factors that may affect satisfaction levels. Based on the results of the Customer Satisfaction Index (CSI) analysis, it produces a value of 84.55% which indicates that overall consumers are very satisfied with Point Kupi. This shows that Point Kupi's performance is in accordance with consumer expectations.

PERSEPSI KONSUMEN TERHADAP KUALITAS PELAYANAN DALAM PROSES PEMBELIAN BERAS HITAM ORGANIK PRODUKSI GAPOKTAN WANGUNSARI CISAYONG TASIKMALAYA

Public awareness of the importance of healthy living and increasing environmental sustainability has also encouraged some people to consume organic food, one of which is organic black rice. Gapoktan Wangunsari is one of the producers of organic black rice. The price of organic black rice produced by Gapoktan Wangunsari is relatively cheap. The organic black rice has four organic certifications, pesticide-free food and chemical fertilizer certification. It should be able to attract consumers' interest, but in fact, only a few consumers are interested in. Perceptions of good service quality will have an impact on loyalty and repeat purchases by consumers. In addition, the quality of service is difficult to imitate by other manufacturers. The purpose of this study was to determine the characteristics of consumers and to analyze consumer perceptions of service quality in the process of purchasing organic black rice produced by Gapoktan Wangunsari. The research design uses a quantitative design with survey techniques. The results showed that the majority of consumers live in rural areas, are female, aged 56 years, have secondary education, work as farmers and belong to the lower middle income class, namely < IDR 2,600,000 per month. Consumer perceptions of service quality in the process of purchasing organic black rice are very good. Wangunsari Gapoktan should do promotions and sales online so that the number of consumers increases.

ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS LAYANAN SHOPEE

The Covid-19 pandemic caused many people starting to switch to buying and selling online, some of them use Shopee e-commerce. The aim of this study is to analyze the factors that influence customer satisfaction with service quality and to analyze Shopee's service quality using confirmatory factor analysis and e-servqual analysis. The variables of this study are divided into seven dimensions of e-servqual, namely efficiency, fullfilment, system avaibility, privacy, responsiveness, compensation, and contact, with a total of 23 indicators. This study took a sample of 126 Shopee user respondents in Bali Province who had made transactions at least 3 times until 2021. The results of the factor analysis show that there really are seven dimensions that affect the quality of online services. The results of the e-servqual analysis obtained the value of consumer perceptions of service quality is 7.82 , this value was included in the satisfied category. The factors that require focus of attention are the dimensions of system availability, need to improve the system so that the server does not down easily during heavy traffic.

The Influence of Ubud Destination Quality on Brand Image, E-Wom and Revisit Intention

Ubud Village is a well-known tourist destination in Bali, with its own distinct features and characteristics centered on culture and arts such as dance, painting, and architectural sculpture/carving, as well as its beautiful and natural natural beauty, making it a viable destination option. Tourism for cultural, spiritual, and recreational purposes. Because of the fierce competition among tourist destinations, Ubud must continue to compete and improve the quality of the destination, as well as the image/brand of the destination that is communicated through electronic media (e-WOM), which can influence the intention to visit and revisit intention to Ubud.The Servqual model was used to measure consumer perceptions of service quality at this location, which consists of five dimensions: tangible, empathy, reliability, responsiveness, and assurance. Then there's the impact on Ubud's image / brand image, as well as influence of e-WOM on revisit intention. Data was gathered from 156 domestic tourists who had visited Ubud in the previous three years. To establish the complexity of the relationship between latent variables and their indicators, the data were analyzed using Partial Least Square (PLS) statistics with the Smart PLS 3.0 computer tool.The results of this study indicate that each of the variables of Ubud destination quality, image/brand image, and e-WOM have a positive and significant effect on revisit intention. Then the quality of the Ubud destination also has a positive and significant effect on the image / brand image, and e-WOM. Other findings, image/brand image, and e-WOM are known to be able to mediate positively and significantly on the indirect effect of Ubud Destination quality on revisit intention. Keywords: Destination quality, brand image, e-WOM, revisit intention, Ubud Destination DOI: 10.7176/EJBM/13-22-08 Publication date: November 30 th 2021

The Impact of Increase in Minimum Wages on Consumer Perceptions of Service: A Transformer Model of Online Restaurant Reviews

We study the impact of an increase in minimum wages on consumer perceptions of service quality in the restaurant industry.

Modelling consumer perceptions of service quality for urban public transport systems using statistical models for ordinal data

The paper deals with ordinal response models to evaluate urban public transport systems with the purpose of interpreting consumers’ responses with reference to their profiles. New methodological developments provide opportunities for a more thorough and accurate analysis of perceived service quality. The evaluation of the uncertainty component accounts for accuracy in the assessments. Diagnostic procedures allow to evaluate model specification, with respect to the proportional odds assumption, the adequacy of the mean structure and the occurrence of heterogeneity. The impact of the covariates on the discrete distribution of the observed response is appraised through their marginal effects. The selection of the appropriate covariates leads to the identification of clusters of users, which are compared through ordinal superiority measures. Consequently critical situations are detected.

Outpatient Satisfaction with Health Insurance Drug Dispensing Quality at the Pharmacy of Ho Chi Minh City University of Medicine and Pharmacy Hospital

This paper conducts a descriptive cross-sectional study to determine the outpatient satisfaction with health insurance drug dispensing at the pharmacy of Ho Chi Minh City University of Medicine and Pharmacy Hospital in 2019 through a survey questionnaire. The study results show that the outpatient satisfaction was influenced by 4 factors: reliability, assurance, empathy and tangibility, among which, reliability was the most influential one (42%). Generally, the outpatient satisfaction with the health insurance drug dispensing ranged from “Satisfied” to “Absolutely satisfied” (4.19 – 4.36). The study also shows a low level of satisfaction with drug dispensing time and some other aspects of the drug dispensing, which suggests that suitable measures should be taken by the hospital to improve its outpatient drug dispensing service.
 Keywords
 Satisfaction, service quality, drug dispensing, Ho Chi Minh City University of Medicine and Pharmacy Hospital.
 References
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Satisfaction in Retail Sector Consumers: Consumer Perceptions of Service Quality and Price.

The provision of goods is one way to meet consumer needs. Excellent service quality and the applicating the affordable prices is one of the activities to achieve customer satisfaction. The purpose of this study is to determine the influence of service quality and price to customer satisfaction. The results reveal the problems regarding customer satisfaction with service quality and pricing. It is due to the lack of quality of services and the applied price. Therefore, it cannot increase customer satisfaction and decrease the level of consumers’ arrival. This research uses the questionnaire method with 100 respondents. The research applies verification analysis to analyze the data, consisting of multiple linear regression analysis and partial test (t-test) and simultaneous test (F-test). The results indicate that all independent variables as service quality and price, have a positive relationship. It is in line with the dependent variable, the consumer satisfaction. Hypothesis testing by using t-test shows two independent variables significantly affect consumer satisfaction. The F-test reveals these two variables affect customer satisfaction. The adjusted R-square of 0.620 indicates that the independent variable explains 62.0% service quality and price influence on customer satisfaction. The rest of 38.0% explain other variables outside the variables used in this research, such as promotion, distribution, value, and the others.

IMPACT OF SERVICE QUALITY, SATISFACTION AND PASSENGERS BEHAVIOUR OF FULL-SERVICE AIRLINES OPERATING IN THAILAND


 Airline companies today are faced with various challenges such as cutting price, managing fluctuating demand, and meeting quality requirements. In addition to these issues, intense competition in the global airline industry has intensified the importance of customer perception of service quality. Numerous studies demonstrate the dependence of airline’s market share, revenues, positive word of mouth, and customer retention on consumer perception of service quality, and in turn, on customer satisfaction and loyalty. This paper explains the relationship between service quality, satisfaction and passenger behavior for full-services airlines operating in Thailand. The survey questionnaire was designed and administered to 110 respondents who all were passengers of these airlines. Our four hypotheses concerned such variables as service quality and passenger satisfaction, satisfaction and word of mouth, satisfaction and repurchase intention, and satisfaction and feedback. SERVPERF was used as the key instrument in our analysis. Top managers of full-service airlines often tend to disregard high priority of quality components. Thus, they should be more aware of the importance of service quality and passenger’s satisfaction in determining the behavioral intentions of passengers.

Development of a questionnaire to measure consumers' perceptions of service quality in community pharmacies.

Recent changes within community pharmacy have seen a shift towards some pharmacies providing "value-added" services. However, providing high levels of service is resource intensive yet revenues from dispensing are declining. Of significance therefore, is how consumers perceive service quality (SQ). However, at present there are no validated and reliable instruments to measure consumers' perceptions of SQ in Australian community pharmacies. The aim of this study was to build a theory-grounded model of service quality (SQ) in community pharmacies and to create a valid survey instrument to measure consumers' perceptions of service quality. Stage 1 dealt with item generation using theory, prior research and qualitative interviews with pharmacy consumers. Selected items were then subjected to content validity and face validity. Stages 2 and 3 included psychometric testing among English-speaking adult consumers of Australian pharmacies. Exploratory factor analysis was used for item reduction and to explain the domains of SQ. In stage 1, item generation for SQ initially generated 113 items which were then refined, through content and face validity, down to 61 items. In stage 2, after subjecting the questionnaire to psychometric testing on the data from the first pharmacy (n = 374), the use of the primary dimensions of SQ was abandoned leaving 32 items representing 5 domains of SQ. In stage 3, the questionnaire was subject to further testing and item reduction in 3 other pharmacies (n = 320). SQ was best described using 23 items representing 6 domains: 'health and medicines advice', 'relationship quality', 'technical quality', 'environmental quality', 'non-prescription service', and 'health outcomes'. This research presents a theoretically-grounded and robust measurement scale developed for consumer perceptions of SQ in a community pharmacy.

Pengaruh Pengelolaan Kualitas Layanan Melalui Program Pertamina Way terhadap Kepuasan Konsumen dan Dampaknya pada Citra SPBU Pertamina (Studi pada SPBU Pasti Pas di Surabaya)

Since 2007, BBM industry retail in Indonesia has been entered free trade. This make Pertamina do service quality management to entire SPBU Pertamina through Pertamina Way Program. Pertamina way is five standard operational elements which have to be reached by every SPBU Pertamina for consumers. Five elements its self consisted of: 1) Well trained and motivated staff, 2) quality and quantity assurance, 3) well-maintained equipment and facility, 4) consistent physical format, 5) as well as product offerings and value-added services. Service quality in this study is measured by dimensions of retail service quality according to Dabholkar, et al (1996) is consisted of: physical aspects, reliability, personal interaction, problem solving, and policy. This research purpose are: 1) to determine consumer perceptions of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) to determine the influence of service quality management through Pertamina Way program to consumer satisfaction SPBU Pertamina with Pasti Pas logo in Surabaya, 3) to determine whether consumer satisfaction will have an impact on the brand image of SPBU Pertamina in Surabaya, 4) to determine the influence of service quality management through Pertamina Way programs is influenced to the brand image of SPBU Pertamina in Surabaya. The sample in this study is the consumer of 48 SPBU Pertamina Pasti Pas logo in Surabaya is consisted of 200 respondents. Sample decision techniques used non probability sampling with accidental sampling method and quota sampling. Data analysis technique used Structural Equation Modeling (SEM) by software AMOS 16.0 and SPSS 16.0. From the results of the analysis note that: 1) consumer have a positive perception of service quality at SPBU Pertamina with Pasti Pas logo in Surabaya, 2) service quality management is influenced significantly to consumer satisfaction of SPBU Pertamina with Pasti Pas logo in Surabaya, 3) customer satisfaction does not affect significantly to the image of SPBU Pertamina in Surabaya, 4) service quality management is influenced significantly to the image of SPBU Pertamina in Surabaya.

Linking Perceived Quality on Attitudinal and Behavioral Loyalty: An Evidence from Indonesian App-Based Transportation

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Persepsi Konsumen terhadap Kualitas Pelayanan di My Beauty Spa Jambi

This research aims to know the consumer's perception of the quality of service at My Beauty Spa Jambi. A good quality of service will improve the quality of a company in the eyes of consumers. When the quality provided is in compliance with the wishes and expectations of consumers then this will increase the level of consumer satisfaction toward services. The methods used are ex post facto research. that is examining the events that have happened and then meruntut into the back to find out the factors that can lead to the onset of an event. The results showed consumers ' perception of the quality of service at My Baeuty Spa overall are on a very good category with an average score of 430.2, meaning that the dimension of responsiveness, assurance and empathy are each giving a score an average of 441, 455.25 and 475, with 72 categories very well. While the dimensions of the intangibles and the reliability of each of the stated score average is 380 and 399 respondents said criteria, that is good for the dimension. These dimensions will affect on the level of customer satisfaction in My Beauty Spa, the more satisfied consumers in the given service it will increase the number of customers. Keywords: Consumer perceptions of service quality,

Electronic Word of Mouth (E-Wom) of Transportation Application Consumers in Indonesia: Which Factors That Are Matter

Transportation applications are now becoming a popular means of transportation in major cities of developing countries. This is because high levels of community mobility are faced with high levels of congestion. This study was constructed to test the effect of service quality to e-WOM through consumer satisfaction by using PLS SEM-path modeling. Empirical findings indicated that all hypotheses tested are proven. Service quality had a significant positive effect directly on satisfaction and indirectly against e-WOM. Subsequently, from the service quality indicator, the most influential indicator was the driver interaction with the consumer. These findings were different from public transportation, which did not employ online application where indicator tangibles had the highest effect that create consumer perception of service quality. Discussion and managerial implications are provided. DOI: 10.15408/ess.v8i1.6708

MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH

<p><em>The growing number of modern grocery stores in Indonesia is a challenge for each grocery store to maintain and increase their number of consumers. The success of maintaining and improving service quality will affect long-term profitability and business sustainability. Therefore, in this study, we examined consumer perceptions of service quality in one of modern grocery stores in Indonesia. Data were collected from 387 consumers of grocery stores in Jakarta, Bogor, Depok, Bekasi, Cibubur, and Subang. Structural Equation Modeling (SEM) through Maximum likelihood and Bayesian estimation was employed to analyze the data. The finding indicated that the five indicators of the retail service quality scale consisting of physical aspects, reliability, personal interactions, problem solving and policies provided valid multi-item instruments in measuring consumer perceptions of service quality in grocery stores.</em></p>

Cross-cultural consumer perceptions of service quality in restaurants

Purpose This paper aims to present results from a research that analyzed consumer perceptions of service quality in restaurants in four European cities – Belgrade (Serbia), Manchester (UK), Thessaloniki (Greece) and Porto (Portugal). Design/methodology/approach A total of 802 respondents have been interviewed using a structured questionnaire. The service quality statements covered food quality, building exterior, restaurant interior and layout, seating comfort, restrooms and servicing. Findings Within all analyzed categories (city, gender and age), servicing of food and taste of food were the most influential factors. However, this study confirmed that there are different patterns in analyzed cities. For each factor analyzed, in at least two cities, results for the items were significantly different. Consumers from different cities showed different perceptions regarding service quality in restaurants. Gender of consumers plays a significant role in the perception of interior, restroom and servicing factors in restaurants. Age of respondents was the category with no significant difference with respect to food quality, layout, restrooms and servicing. Research limitations/implications Given the great cultural and other differences within the four cities/countries, more research is necessary to determine if similar results would be derived from different samples across various other continental and Mediterranean European cities. Originality/value In addition to increasing the theoretical understanding of the cultural aspects of the service quality, this paper can be of managerial relevance.

Consumer perceptions of service quality in Australian community pharmacies

Consumer perceptions of service quality in Australian community pharmacies