Effect Of Service Quality Perceptions Research Articles

PENGARUH PERSEPSI KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN PERSEPSI KONSUMEN TERHADAP LOYALITAS KONSUMEN BENGKEL SEPEDA MOTOR HONDA AHASS: 0295 PATRA JAYA KOTA BENGKULU

This study aims to determine the effect of service quality perception, corporate image and consumer perception on consumer loyalty of Honda Ahass Motorcycle: 0295 Patra Jaya Bengkulu City, with a total sample of 50 people, taken by accidental sampling technique data analysis used partial correlation method, simultaneous correlation and multiple regression methods, and the research hypothesis wastested with statistics. The results of the partial correlation analysis show that the three variables of service quality perception, company image and consumer perception will each have a strong, unidirectional and significant effect on consumer loyalty. Meanwhile, simultaneously shows that the three variables together have a very strong and positive and significant effect on consumer loyalty. Thus, every change in the perceived service quality variable, corporate image and consumer perception, either alone or jointly, will be followed by changes in the consumer loyalty variable in the same direction, either increasing or decreasing. The results of Multiple Regression Consumer Analysis show that the balance of the nature and magnitude of the influence of three variables, namely the perception of quality on the Loyalty of Honda Ahass Motorcycles: 0295 Patra Jaya Bengkulu City. with the order of magnitude of influence on the variable of consumer loyalty, each variable is corporate image, then followed by the variable of consumer perception, and perception of service quality.

The effect of service quality perceptions of students which receive education at undergraduate level on satisfaction level

Amac- Bu calismada bir devlet universitesi bunyesindeki meslek yuksekokulunda ogrenim goren ogrencilerin sunulan hizmet kalitesini degerlendirmeleri istenmis ve hizmet kalitesine iliskin algilarinin ogrenci memnuniyetleri uzerindeki etkisinin olculmesi amaclanmistir. Ayrica ogrencilerin demografik ozelliklerine (cinsiyet, yas, ogrenim gordukleri bolum gibi) bagli olarak hizmet kalitesine ve memnuniyet duzeylerine iliskin algilarinda bir farkliligin olup olmadigi belirlenmek istenmistir. Yontem- Calismanin verileri Kahramanmaras Sutcu Imam Universitesi’ne bagli Turkoglu Meslek Yuksekokulu ogrencilerinden anket teknigi ile elde edilmistir. Ogrencilerin hizmet kalitesi algisi fiziksel ozellikler, guvenilirlik, heveslilik, guven ve empati olmak uzere cok boyutlu bir yapida ele alinmistir. Verilerin analizi icin SPSS programindan faydalanilmistir. Calismada frekans analizi, Bagimsiz t-Testi, ANOVA, korelasyon ve regresyon analizleri kullanilmistir. Bulgular- Calismanin amaci dogrultusunda gelistirilen hipotezlerin test edilmesi sonucunda hizmet kalitesinin tum boyutlari ile ogrencilerin memnuniyetleri uzerinde etkili oldugu bulunmustur. Hizmet kalitesi boyutlari acisindan ayri ayri incelendiginde empati boyutunun ogrencilerin memnuniyetleri uzerinde diger boyutlara gore daha etkili; heveslilik boyutunun da daha az etkili oldugu bulgusuna ulasilmistir. Ayrica kadin ve erkek ogrencilerin hizmet kalitesi algilarinin ve memnuniyet duzeylerinin birbirinden farkli oldugu bulgusu elde edilmistir. Yine ogrencilerin ogrenim gordukleri bolumlere gore hizmet kalitesine iliskin algilarinin ve memnuniyet duzeylerinin birbirinden farkli oldugu sonucuna ulasilmistir. Sonuc- Yapilan analizler sonucunda degiskenler arasinda anlamli iliskiler oldugu ve hizmet kalitesinin ogrencilerin memnuniyet duzeyleri uzerinde pozitif etkiye sahip oldugu sonucuna ulasilmistir.

The Effect of Service Quality Perceptions of Individual Bank Customers on the Customer Loyalty

Bu araştırmanın amacı; bireysel banka müşterilerinin hizmet kalitesi algılarının müşteri sadakati üzerine etkisinin olup olmadığını incelemektir. İlk olarak literatür de algılanan hizmet kalitesiyle ilgili çalışmalar incelenmiştir. Daha sonra literatür de geliştirilen SERVPERF ölçeğinden yararlanılarak bireysel banka müşterilerinin hizmet kalitesiyle ilgili algıları ortaya çıkarılmıştır. Bu kapsamda araştırmanın evrenini Düzce il merkezinde ikamet eden 18 yaş üstü bireysel banka müşterileri oluşturmaktadır. Bu doğrultuda 384 kişiden anket tekniği kullanılarak veriler toplanmıştır. Elde edilen veriler SPSS hazır paket program kullanılarak analiz edilmiştir. Elde edilen verilere açıklayıcı faktör analizi, korelasyon analizi, çoklu doğrusal regresyon analizi, T-testi ve ANOVA testleri uygulanmıştır. Yapılan analizler sonucunda, algılanan hizmet kalitesi ile ilgili dört boyut, müşteri sadakati ile ilgili iki boyut ortaya çıkmıştır. Algılanan hizmet kalitesi ile ilgili boyutlar; güvenilirlik, fiziksel görünüm, isteklilik ve empatidir. Müşteri sadakati ilgili yapılan faktör analizinde ortaya çıkan boyutlar; davranışsal sadakat ve bilişsel sadakattir. Yapılan çoklu doğrusal regresyon analizi sonuçlarına göre algılanan hizmet kalitesi boyutlarının (güvenirlilik, heveslilik, empati, fiziksel görünüm) müşteri sadakatini (davranışsal sadakati ve bilişsel sadakati) etkilediği ortaya çıkmıştır. Katılımcıların özellikleri ile ilgili yapılan farklılık analizlerinde de anlamlı sonuçlar ortaya çıkmıştır.

중국인 의료관광객의 의료기관서비스품질 지각이 의료관광 만족도와 충성도에 미치는 영향

중국인 의료관광객의 의료기관서비스품질 지각이 의료관광 만족도와 충성도에 미치는 영향

Finding service quality improvement opportunities across different typologies of public transit customers

ABSTRACTExisting approaches dealing with customer perception data have two fundamental challenges: heterogeneity of customer perceptions and simultaneous interrelationships between attitudes that explain customer behaviour. This paper aims to provide practitioners with a methodology of service quality (SQ) evaluation based on public transit customers behavioural theory and advanced market segmentation that deals with these two fundamental challenges. The original contributions of this paper are: the definition of customer typologies based on advanced customer segmentation with latent class clustering; analysis of the effect of SQ perceptions on behavioural intentions within the behavioural theory framework that considers multiple attitudes simultaneously affecting customers’ intentions; identification of transit service improvement opportunities for specific customer typologies as well as common to most customers. Our research shows practitioners and researchers that specific needs and perceptions of customers can be identified by using advanced segmentation. We applied our method to a light-rail transit service in Seville, Spain. We measured the direct effects on behavioural intentions of the LRT SQ, customer satisfaction and, in the case of some customers, the available transportation alternatives. Other observed that attitudes of customers were indirectly related to behavioural intentions as well. We found customer agreement around these LRT SQ aspects of tangible service equipment, accessibility, information, individual space and environmental pollution. Customers clearly showed different opinions related to safety, customer service and availability.

On the Enteprise-Wide Accounting System Adoption: Study of the Information System Successfulness Case of Indonesia

Organizations expecting the benefits of information system (IS) should effectively anticipate any detrimental challenges that may emerge from various dimensions by virtue of organizational transformation. Missaliance between the intended goal of an information system development and users’ requirements may create significant user dissatisfaction and eventually lead to system abandonment. In light of prior research in IS adoption, it is essential to look into factors that play explainable role on users satisfaction and in turn, IS successful adoption. Prior research has addressed many contingency aspects of IS success, mainly of the recent evidences are from enterprise-wide information system viewpoint, such as enterprise resources planning. Despite many studies having been conducted, finding from studies focusing on enteprise-wide accounting module have largely been unsubstantiated. This research builds on DeLone and McLean IS success model to examine the factors related to system that contribute to user satisfaction. Using Covariance Based – Structural Equation Modeling, the research investigates the relationship between three latent variables, namely system quality, information quality and service quality with user satisfaction, system use, and individual impact. System quality perception was included to add up more theoretical explanation power. Outcome from 200 data extracted from Indonesia corporations showed that the majority of our hypotheses were significantly supported. Among them were the relationships between system quality and user perception on system quality; between information quality and system use and end-user satisfaction, whereas the effect of service quality on system use and the effect of service quality perception on end-user satisfaction showed non significant causal relationship.

해외직접구매 사이트에 대한 서비스품질 지각이 소비자의 신뢰와 만족도 및 충성도에 미치는 영향

해외직접구매 사이트에 대한 서비스품질 지각이 소비자의 신뢰와 만족도 및 충성도에 미치는 영향

Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention

This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it’s indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.

The role of involvement in regards to public transit riders' perceptions of the service

Research on involvement of public transit customers, which can be defined as the level of interest or importance of public transit to a passenger, is scarce and no study has attempted to comprehensively analyze this concept in the public transit sector. Based on behavioral and marketing literature, this paper tests three possible roles of involvement in regards to passengers' perceptions of a Light-Rail Transit (LRT) service in Seville (Spain): the mediator, moderator and antecedent roles. The structural equation modeling approach was used to test the conditions of mediation and moderation in social psychology and to evaluate the theoretical relationships of involvement as an antecedent. A nested model strategy allowed us to compare competing models and a multiple group analysis was conducted to test for moderation. Our results indicate that involvement of public transit users could positively affect their evaluations of the service quality, and enhance their intentions to reuse the service and recommend it to others. Furthermore, involvement could also moderate the direct effect of service quality perceptions of highly involved users on their behavioral intentions. Consequently, higher levels of involvement could lead perceptions of service quality to affect positive behavioral intentions mainly through customer's satisfaction. Furthermore, the level of product hierarchy at which passengers make their decisions to use a transportation mode may affect how they make their evaluations and decisions in regards to that mode. These results lead to important and practical considerations for transportation managers who aim to enhance passengers' intentions to reuse the service and recommend it to others. The insight gained with this paper in regards to the effect of involvement on passengers' perceptions may allow the design of effective marketing strategies that aim to grow transit ridership by increasing the importance of public transit for passengers.

Examining the Relationships among Motivation, Service Quality and Loyalty: The case of the National Museum of Natural Science

This study explores causal relationships between push and pull motivations, perceptions of service quality and loyalty intention, and examines the moderating role of membership status in the National Museum of Natural Science, the largest museum in Taiwan. Data were collected from 405 paid admission visitors, with a quota and systematic sampling, from two stages of pre- and post-visit corresponding with two questionnaires. The results demonstrate that push and pull motivations impact on service quality perceptions, which in turn influence museum loyalty; the effect of pull motivation on service quality perceptions in the nonmember group was stronger than in the member group; the effect of service quality perceptions on loyalty in the member group was stronger than in the nonmember group. Museum managers could tailor and advertise existing museum products and services to different types of visitors; assuring the museum's continued operation and success.

Quality Antecedents of Brand Trust and Behavioral Intention

This paper integrates research relating to service quality perception, merchandise quality perception, brand trust and behavioral intention into one framework. This study sets forth new insights into the quality antecedents of brand trust and behavioral intention relationship. The researchers administer a survey to 94 graduate and undergraduate students in consideration of the restaurant where they had visited lastly. Data analysis was performed using structural equation modeling with AMOS. This study provides data on the following: (1) the effect of service quality perception and merchandise quality perception on brand trust, (2) the effect of service quality perception and merchandise quality perception on behavioral intention and (3) the effect of brand trust on behavioral intention. Managerial implications and future research directions are also discussed.

The Effects of Physicians' Feelings of Empowerment and Service Quality Perceptions on Hospital Recommendations

This paper investigates the role of physicians' feelings of empowerment and service quality perceptions on their satisfaction with a hospital to determine the strength of each relationship. The aim of the study is to provide suggestions for better hospital management and some insight for theory building. The authors employ physician survey data to address the impact of feelings of empowerment and service quality perceptions on a physician's likelihood to recommend a hospital to his or her peers. The data suggest that almost 32 percent of the variance in physicians' likelihood to recommend a hospital to their peers is explained by the quality of hospital operations. Additionally, the current study suggests that physicians' feelings of empowerment impact their hospital service quality perceptions.An effective strategy to address the physician shortage involves focusing on physician satisfaction. Physician satisfaction can be improved by involving them in hospital decisions and then establishing clear expectations of hospital processes. The data from this study show that physicians' feelings of empowerment may moderate the effect of service quality perceptions on physician satisfaction. This means that maintaining high physician satisfaction requires the involvement of physicians in the hospital's decision-making processes.