Core Service Quality Research Articles

Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY

The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY. Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0. The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty

Impact of E-Core Service Quality Dimensions on Perceived Value of M-Banking in Case of Three Socio-Economic Variables

This study addresses a research gap in mobile banking (M-banking) related to post service usage consumer behavior and aims to discover the impact of electronic core (e-core) service quality dimensions on the perceived value of service in relation to three socio-economic variables i.e. gender, age and income. The study attempts to identify whether the impact of these dimensions vary as per the difference in socio-economic demographics? Further, E-S-QUAL scale representing dimensions of e-core service quality is utilized and data collection is conducted from a survey of 600 mobile banking users of the Punjab State in India. The collected data is then put to test using Multiple Regression Analysis and Cronbach's alpha. Findings of the study reveal that different customers perceive these dimensions differently depending upon their demographics. This study has important implications for academic research related to e-service quality or to any one doing research in the field of M-banking.

Future of B2C E-commerce (Buyers Perspective) in India: An Empirical Analysis

India is one of the hottest destinations for online retailers. It provides the emerging prospect of business because of young generation. The present study is an evaluation of the future of business-to-consumer (B2C) commerce in India with major focus on identifying the satisfactory and dissatisfactory factors for online buyers. The study collects 206 respondents, out of which 161 respondents were used for further analysis. A total of 20 factors were considered, which were thought to make an impact on e-commerce consumer buying behaviour. After applying Kaiser–Meyer–Olkin (KMO) test for sampling adequacy and Bartlett’s test for sphericity, the study adopts principal component analysis for extracting relevant factors. The study identifies four core factors, namely, service quality, security and privacy, content and design, and customer delight. The finding of the study depicts that most of the consumers purchasing online are youngsters, educated and financially well off. The study shows that three-fourth buyers visit online shopping once or twice in six months. The top four products purchased online are books (40.99 per cent), electronics (39.75 per cent), apparel and accessories (36.02 per cent) and computer and peripherals (32.92 per cent). The top three attractor for buyers to buy from e-commerce portals are home delivery (70.19 per cent), time saving (61.49 per cent) and 24 × 7 availability (60.25 per cent). Security issues (65.84 per cent) and unclear and complex policies (60.87 per cent) are the major detractors for buyers in B2C e-commerce. The results of our analytical study indicate the relationship between the consumers’ perceptions about the factors that influence their intention while buying online, more specifically, consumers’ perceptions of the service quality, security and privacy, content and design on website, and customer delight factors.

Effects of Culture on Service Encounters & Customers’ Satisfaction

This paper refers to an important discussion of effects of culture on customer satisfaction keeping in view the service encounters. For many researchers and marketers, customer satisfaction has become a critical success factor and carries an important aspect of business process. Culture is believed to be an important social influence which has significant impact on consumers and the way they behave. Authors assert that culture is a prominent part of social interactions while customers’ involvement with others in business. Customers shape up their perception on service quality primarily during the service encounters because of embedded features of services as intangible and inseparable. Using the content analysis technique and view of literature, Geert Hofstede’s Model for cultural differences offers a practical roadmap. However, for a firm operation in cross cultural environment, a deep down further analysis of other local cultural dimensions are helpful for better customer interaction. Today’s service firms should be aware of the importance of adapting services to the new culture, while maintaining the core service quality standard. Especially for high intangible and high contact services, good employee-customer interactions are key, and a better understanding of how to adapt service delivery behavior to the values of major cultural groups are highly beneficial to service firms.

A Study on Customers’ Perception and Expectation on Core Service Quality in Commercial Banks

Substantial liberalization of the financial services sector has taken place which has led to an increasingly competitive environment in which the market share of government banks has been reduced. Customers in major urban centers have not only indented their choices, but are also being benefited from competitive prices and improved services. The market today has become more customers centric and has also seen a humongous change in its environment. The key to success in this changed competitive environment will be one's ability to reach the customer at his doorstep and meet his requirements of services and products in a tailored mode, paving way to increased glee and satisfaction of the customers. This will call for innovation in the abilities to identify, anticipate, manage and minimize risks in the process of adverse selection of customers not only with the existing products and services but also in relation to the banking products of tomorrow.

Investigating tourists’ casino retention: cross-cultural comparison with Chinese and Westerners

Abstract Gaining an understanding of cross-cultural nuances is critical for casino managers who work with international tourists. Market strategies can be wildly divergent based upon the service and quality perceptions that different consumers generate based upon the cultural lens in which they experience the casino’s offering. This study had two main purposes: 1) to develop and test an integrated tourist behavior model which include a range of interrelationships, including tourist push and pull motivations, perceived core and peripheral service quality, and casino retention, of Chinese and Western tourists in Macau; and 2) to investigate the moderating effect of cultural background on the hypothesized relationships in the structural model. The results identified significant interrelationships—among push and pull motivations, and perceived core and peripheral service quality—that played concurrent positive roles in determining retention. In addition, the moderating effects of cultural background on the hy...

Assessing the Impact of Core Banking and Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch)

This research project focuses on identifying the impacts of core banking and service quality on customer satisfaction in commercial bank of Ethiopia Bishoftu branch. The main objective of this project is to assess the impact of core banking and services quality on customer satisfaction in commercial bank of Ethiopia. A sample of 220 customers was selected using stratified sampling technique, and among these 200 was considered. For the purpose of the study primary data were collected using likert scale based questionnaire. And the data was analyzed using descriptive statistics and inferential statistics. The result of this study shows that, there was significant relationship between all service quality dimension and customer satisfaction in commercial bank of Ethiopia. At the same time, there was significant relationship between core banking and customer satisfaction. The three service quality dimension (reliability, assurance, empathy) have positive and significant impact on customer satisfaction at the bank. However, the rest two dimensions (responsiveness and tangibility) have no impact on customer satisfaction Core banking also have positive and significant impact on customer satisfaction. Based on these, it is recommended that the bank should work more on the two service quality dimension (reliability and empathy) to enhance customer satisfaction.

Service quality and satisfaction in the banking sector

Purpose– The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction.Design/methodology/approach– A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis.Findings– Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is found significant in the case of tangible service quality.Research limitations/implications– The study has been conducted on one single country and focused on one type of services – banking services. Therefore, future research endeavors may consider different countries as well as a variety of services.Practical implications– Providing individual attention to each customer and understanding their specific need are the most important steps required from service employees for building successful rapport with customers. Keeping promises and offering flawless services are also more significant for customers than the tangible features of a bank. Management should consider these issues to develop effective rapport because it has a direct and strong effect on customers' overall satisfaction.Originality/value– The paper reveals the importance of relational service quality for developing customer rapport and satisfaction. It also identifies the antecedent role of core service quality for rapport.

Assessing the Impact of Core Banking and Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch)

This research project focuses on identifying the impacts of core banking and service quality on customer satisfaction in commercial bank of Ethiopia Bishoftu branch. The main objective of this project is to assess the impact of core banking and services quality on customer satisfaction in commercial bank of Ethiopia. A sample of 220 customers was selected using stratified sampling technique, and among these 200 was considered. For the purpose of the study primary data were collected using likert scale based questionnaire. And the data was analyzed using descriptive statistics and inferential statistics. The result of this study shows that, there was significant relationship between all service quality dimension and customer satisfaction in commercial bank of Ethiopia. At the same time, there was significant relationship between core banking and customer satisfaction. The three service quality dimension (reliability, assurance, empathy) have positive and significant impact on customer satisfaction at the bank. However, the rest two dimensions (responsiveness and tangibility) have no impact on customer satisfaction Core banking also have positive and significant impact on customer satisfaction. Based on these, it is recommended that the bank should work more on the two service quality dimension (reliability and empathy) to enhance customer satisfaction.

Antecedents of Customer Switching Intentions: A case study of Nokia Mobile Phones’ users

The current study moves beyond satisfaction and proposes that switching variables are important factors impacting a customer’s decision to switch from a service provider. The purpose of the study analyzes customer switching intention about Nokia mobile. In this sample only one company’s customers include, so the findings may not be generalized to other companies. There are many variables which impact on customer decision and enable to customer choose the better services which available in market. These variables impact on customer decision in many ways like, perceived switching cost, the attractiveness of alternatives and service quality. We propose this study to find and support those variables model which influence between core-service satisfaction and customer switching intention. The results indicates that the influence of core-service quality satisfaction on repurchase intentions and decreases switching intention and make customer loyal with that product for a long period. Although switching variables had no influence on repurchase intentions when satisfaction was high, switching variables positively influenced on repurchase intentions when satisfaction was low. Future research in other service industries is called for.

Impact of core and peripheral service quality on consumption behavior of professional team sport spectators as mediated by perceived value

The purpose of this study was to examine the structural relationship of core service quality and peripheral service quality factors to the consumption of professional team sport games while considering the mediating influence of perceived value. This study simultaneously incorporated core service and peripheral service quality factors into one study and examined their direct and indirect relationships with game consumption behaviors. Participants (N=222) responded to a survey at various metropolitan areas. Adopting the two-step structural equation modeling approach, the proposed measurement model and the structural model were found to have good psychometric properties. In the structural relationship analyses, home team, opposing team, game promotion, game amenities, venue quality, and perceived value were found to be predictive of behavioral intentions. Venue quality was the only factor that had an indirect relationship with behavioral intentions through perceived value. The findings are interpreted in the contexts of theoretical and practical implications.

Market segmentation, service quality, and overall satisfaction: self-organizing map and structural equation modeling methods

In a service-dominant paradigm, service is the core of society and industry. This study explores the hierarchical roles of core service, facilitating service, and supporting service that affect customer satisfaction in the service industry. Cable TV services in Taiwan are employed as an example, because their penetration rate in is over 70% with customer experience for over 20 years. In this study, customers are first segmented by the self-organizing map (SOM) technique and then service quality is measured with SERVPREF method. A proposed model, derived from the service marketing literature, is tested with structural equation modeling (SEM). Finally, moderating effects of customer segments on the proposed SEM model are examined. Results show the SOM technique is a valid method for market segmentation. Additionally, the moderating effect of market segments may impact the evaluation of core service quality (CSQ) and overall satisfaction. Furthermore, CSQ determines overall satisfaction for heavy users, whereas facilitating service quality greatly influences younger consumers’ satisfaction.

The relationship between team identification and service quality perceptions in professional football

In this study the relationship between team identification and service quality perceptions of football spectators is examined. 608 football spectators from 3 different teams who played their games at the same stadium participated in the study. Spectators completed a questionnaire packet containing a demographic form, the Sport Spectator Identification Scale (SSIS) and Scale of Perceived Service Quality in Professional Sport (S_PSQPS). Examining correlation between service quality perceptions and team identification it was interesting to see that there was negatively inclined low degree of correlation between team identification and quality perceptions on physical environment. The difference determined in physical environment quality between the spectators of the 3 different teams playing their games at the same stadium is extremely striking. Core service quality perceptions presented a downward trend amongst spectators attending games for long periods of time and this stands out as a significant finding demanding the attention of professional football managers. Key words: Service, quality, identification, sport, football, spectators.

The Effect of Unrelated Supporting Service Quality on Consumer Delight, Satisfaction, and Repurchase Intentions

Supporting services that are related to the core service, such as hospitality and consultation, can enhance the value of a core service. Yet, firms also use supporting services unrelated to the core service to increase consumer satisfaction, delight, and repurchase intentions toward the core service. However, there is little empirical evidence on whether the use of unrelated supporting services has such anticipated effects. This article aims to investigate how unrelated supporting service quality affects consumer delight, satisfaction, and, in turn, repurchase intentions. The results from three experiments reveal that unrelated supporting service quality influences repurchase intentions by affecting consumer delight rather than satisfaction. Thus, unrelated supporting services can serve to delight (but not satisfy) consumers if they are positive, relevant to the consumer segment, and of high quality. In turn, these unrelated supporting services will also influence intentions to repurchase. Consumer delight and unrelated supporting service quality also significantly influence repurchase intentions, but only when the core service quality is high. Unrelated supporting service quality does not influence repurchase intentions if core service quality is low. This suggests the importance of focusing on core service quality first, before trying to delight consumers with extras.

Understanding customer satisfaction in opera: first steps toward a model

Abstract Despite the frequent call for a strengthened customer orientation in performing arts organizations, no efforts have been made to investigate customer satisfaction in opera so far. The paper aims at filling this gap by suggesting a first integrative model of customer satisfaction in opera. This model integrates insights from both services marketing literature (i.e., general services marketing and performing arts marketing) and performing arts literature (i.e., music perception and theater studies). The model is tested in a field study interviewing 116 visitors of a public German opera house. Results reveal visitors' level of appraisal to be the main antecedent of their satisfaction, followed by their perception of the artistic quality, empathy/identification with the actors on stage, and recall from memory. Furthermore, differences within the audience regarding the relative importance of the antecedents of customer satisfaction in opera are investigated. Using gender and attendance frequency as segmentation variables, only minor differences are found, though. Managerial implications for opera marketing are discussed in conclusion. First, efforts in opera marketing should rather concentrate on the core service quality instead of the peripheral service quality. Second, professional opera companies may attract broader audiences if they focus on the emotional satisfaction of their customers. Third, since only minor and mostly insignificant differences between men and women, and occasional compared to frequent visitors are found, a need for further research to explore alternative segmentation variables in the opera context is identified. Copyright © 2010 John Wiley & Sons, Ltd.

An Empirical Analysis of Attitudinal and Behavioral Reactions Toward the Abandonment of Unprofitable Customer Relationships

The management of unprofitable customer relationships and in particular their abandonment is a topic that has received increasing interest in both managerial decision making and academic research. However, little is known about the attitudinal and behavioral reactions that companies should expect from current and potential customers in response to such strategies. Based on an online study of 773 customers, we show that the majority of current/potential customers react with affective or cognitive responses toward unprofitable customer abandonment, whereas salient behavioral attitude components are less frequent. In addition, we show that different attitude components lead to different consequences for the abandoning firm and that the salience of behavioral attitude components tends to be associated with more negative reactions. Finally, we show that the potential negative consequences of unprofitable customer abandonment for current customers can be compensated for by improvements in core service quality.

Service quality gaps analysis based on Fuzzy linguistic SERVQUAL with a case study in hospital out‐patient services

PurposeThis study seeks to propose a conceptual approach to assess the perceived service quality properly using Fuzzy logic. First, it aims to verify whether it is a better solution than the Likert scale. Second, it seeks to evaluate patients' feedback towards hospital service quality using Fuzzy linguistic analysis.Design/methodology/approachThe SERVQUAL questionnaire was developed according to the characteristics of each hospital's out‐patient service. Three regional hospitals in Hsin‐Chu, Taiwan were evaluated. After being completed and collected, first, the effectiveness of the Fuzzy linguistic scale and the Likert scale was compared. Second, gap values of each element were evaluated to find the core service quality attributes for continuous improvement. Finally, analysis of variance (ANOVA) was conducted to segment markets using certain service quality attributes and different demographic variables.FindingsThe result indicated that the Fuzzy linguistic scale is higher than the Likert scale in terms of reliability in the measurement. Moreover, through gap analysis and ANOVA, a better focus was achieved on the 8th, 10th, 14th, 21st and 3rd service quality attributes from the SERVQUAL measurement on which management should concentrate and which they should endeavor to work out. The 1st, 2nd, 14th and 16th items from the SERVQUAL measurement can be market segment factors, respectively.Originality/valueThe study successfully introduced Fuzzy linguistic analysis into the Gap theory and SERVQUAL measurements, and provided more internal consistency and stability than the Likert scale. After discussing the findings of the gap analysis and ANOVA, the organization could find the critical service quality attributes and create a value for improving or enhancing them.

Exploring customers’ store loyalty using the means-end chain approach

The study is aimed at revealing the relationships in terms of customer store loyalty by using means-end chains (MEC) analysis, in order to examine the linkages between department stores’ service attributes, involvement, satisfaction and loyalty each of which the customer regards as important. In the study, customer involvement, satisfaction and service quality are connotations that are strongly linked with the customer store loyalty, with service quality being the element to which the platinum tier customers attach the most importance. Data are gathered for a MEC analysis by interviewing 34 platinum tier customers of department stores individually. The results reveal that platinum tier customers are department store customers with a relatively high degree of involvement which is likely to have a positive impact on both core and peripheral service quality, satisfaction toward store loyalty. Although there are numerous studies in the literature that use the means-end chain model to examine customer value within the realm of consumer behavior, few studies discuss platinum tier customers’ store loyalty which is a phenomenon currently receiving a great deal of interest. In contrast to prior research, three connotations are integrated in the study to represent the content and structure of stores’ loyalty attributes for MEC analysis which can offer a different perspective and better understanding for developing highly targeted marketing strategies.

The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts

PurposeOrganizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.Design/methodology/approachA survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.FindingsResults indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, with core service quality and peripheral service quality in turn influencing appraisal emotion. Appraisal emotion directly affects customer satisfaction but has no direct relationship to repurchase intention. Peripheral service quality, however, directly affects repurchase intention.Practical implicationsEvidence suggests expansion of the strategic focus to include peripheral services in order to maximize repurchase. Core service quality, (the act) affects repurchase intent through an indirect path mediated by appraisal emotion, which does not directly influence repurchase intent. Appraisal emotions are influential in determining perceived value.Originality/valueThis is the first known paper combining this system of relationships including the influence and role of appraisal emotion in the performing arts context.

Intervention for homeless and at-risk youth: Assessing youth and staff perspectives on service provision, satisfaction and quality

This study applies a developmental framework to examining service provision within an agency servicing homeless and at-risk youth. Forty-five youth and 30 staff provided quantitative ratings and qualitative description of five core dimensions of service delivery informed by research on youth development within community agencies and studies of service utilization within homeless youth populations; namely, program rules and organization, safety, positive youth–staff relationships, positive peer relationships and access to community resources. Results illustrate significant relationships among core dimensions, service satisfaction and service quality, although relationships varied by informant group. For youth, satisfaction was driven by having supportive, caring relationships with staff. For staff, service quality was driven by emphasis on rules, organization and predictability of services. Implications for service provision within agencies servicing homeless and at-risk youth are discussed.