Perceived Service Quality Research Articles

Satisfaction positively impacts customer loyalty and mediates the relationship between perceived service quality, perceived relationship quality, and customer loyalty, but does not mediate the relationship between perceived value and customer loyalty.

Satisfaction positively impacts customer loyalty and mediates the relationship between perceived service quality, perceived relationship quality, and customer loyalty, but does not mediate the relationship between perceived value and customer loyalty.

Bridge the Gap: A Modified Gronroos Model Approach to Guests’ Satisfaction and Service Quality Perception in Small and Medium-Sized Hotels (SMSH)

Bridge the Gap: A Modified Gronroos Model Approach to Guests’ Satisfaction and Service Quality Perception in Small and Medium-Sized Hotels (SMSH)

Pengaruh Kualitas Produk, Kualitas Pelayanan, Lokasi dan Persepsi Harga terhadap Keputusan Pembelian di Steak Moen-Moen Depok Jawa Barat

This research was designed to investigate product quality, service quality, price perceptions, and location at the Moen-Moen Steak restaurant located in Depok, West Java. The research population involved regular and potential consumers of Steak Moen-Moen in Depok. Through this research, it is hoped that in-depth insight can be gained into consumer preferences and perceptions of the key aspects that influence their experience at this restaurant. The data collection method used was accidental sampling with the application of the Roscoe technique, and the number of samples involved reached 100 respondents. The results show that the variables product quality, service quality, location and price perception influence purchasing decisions simultaneously. Partially, the two variables, service quality and price perception, influence purchasing decisions. However, the other two independent variables, namely product quality and location, do not influence purchasing decisions.

Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan di Toko Kopi Bersaudara

This research aims to find out: (1) the influence of product quality on customer loyalty at a Toko Kopi Bersaudara, (2) the influence of service quality on customer loyalty at a Toko Kopi Bersaudara, (3) the effect of price perceptions of customer loyalty at a Toko Kopi Bersaudara, and (4) the influence of product quality, Service quality, and price perception of customer loyalty at a Toko Kopi Bersaudara. This research is a quantitative descriptive study with a customer population at a coffee shop. Samples taken as many as 100 people with the survey data collection method using a questionnaire as a research instrument. Data analysis in this study includes validity test, realiability test, multiple linear regression analysis, F test (simultaneous test), T test (partial test), and analysis of coefficient of determination (R²). From the results of this study indicate that the variable of the product, service quality, and price perceptions have a positive and significant influence on customer loyalty at a Toko Kopi Bersaudara. The results of the research obtained based on the F test are Fcount> Ftable (64,535> 3,090) and the value of the sig. 0,000 <0.05 so the product quality variable, customer quality and price perception simultaneously have a positive and significant effect on customer loyalty (Y) at a Toko Kopi Bersaudara. Service quality is the most dominant variable affect customer loyalty at the Toko Kopi Bersaudara.

Analysis of Service Quality, Brand Trust and Price Perception on Customer Satisfaction in the Prodia Surakarta Clinic Laboratory

Health is one of the essential human needs that cannot be ignored, especially when planning and carrying out daily activities. The existence of health services is an important part of national development, especially as it is supported by government programs in collaboration with the private sector so that people have the opportunity to get good services. Examining the impact of service quality on customer satisfaction is the goal of the study. Testing the influence of brand trust on customer satisfaction. Testing the influence of price perceptions on customer satisfaction. Evaluating how customer satisfaction is impacted by service quality, brand trust, and price perception. This study employs a quantitative descriptive approach with a survey method. The population used was Prodia Surakarta Clinical Laboratory customers who had used its services and a sample of 90 respondents, using a purposive sampling technique. Meanwhile, multiple linear regression analysis tools, F test, coefficient of determination, and t test. Based on the test results, the influence of the service quality variable (X1) has a positive and significant effect on satisfaction. Satisfaction is significantly influenced by the trust variable (X2). Customer satisfaction is positively and significantly impacted by the price perception variable (X3).

Are hotels meeting customer expectations regarding service quality

This study explores customers' perceptions of the service quality provided in the hotel industry in Pretoria, in the Republic of South Africa. Considering the growth of the hotel industry in Pretoria, this study revealed that customers expect to receive a high level of service quality, leading to customer satisfaction and producing a positive perception of hotel service quality. An exploratory research design was adopted, and qualitative data were collected by interviewing hotel customers. Regarding limitations, this study was conducted at one selected hotel in Pretoria. Atlas.ti software was used to analyse the collected data. The analysis of the data identified several specific themes that were relevant to shaping the perceptions of the respondents in terms of service quality and their satisfaction with the service quality received. The themes supported existing literature regarding (i) the factors influencing perceptions of service and (ii) the specific influences within those themes, which were elaborated on, finally leading to recommendations for managing service quality perceptions in the hotel industry.

THE EFFECT OF ONLINE SALES STRATEGY, SERVICE QUALITY, AND PRICE PERCEPTION ON CUSTOMER LOYALTY AT KUKUME BEAUTY

This research aims to investigate the influence of online sales strategies, service quality, and price perceptions on customer loyalty at Kukume Beauty. The research was conducted through a survey of 300 customers randomly selected from the Kukume Beauty database. Data was collected using a questionnaire consisting of questions related to online sales strategies, service quality, price perceptions, and level of customer loyalty. Data analysis was carried out using the multiple regression method. The research results show that online sales strategies have a significant positive influence on customer loyalty. Likewise with service quality, which also significantly influences customer loyalty. Apart from that, price perception also plays a role in forming customer loyalty, although its influence is not as big as online sales strategies and service quality.

Cruise Passengers’ Perceived Service Quality During the Pandemic Period via User-Generated Content

Cruise Passengers’ Perceived Service Quality During the Pandemic Period via User-Generated Content

Do food quality, service quality, and hygiene practices in street food affect satisfaction and behavioral intentions? The role of emotion: in Istanbul and Bangkok

ABSTRACT This study has three main purposes. First, the impact of perceived hygiene practices, food and service quality in street food consumption on satisfaction was examined. Second, the role of positive emotions in these relationships was examined. Finally, the impact of satisfaction from street food experiences on revisit and recommendation intention was studied. The sample for Study 1 was 344 local tourists who experienced street food in Istanbul between July–August 2020. And the sample for Study 2 was 325 local tourists who experienced street food in Bangkok between January-February 2020. To test the research model, a two-study approach was used. For both samples, hygiene practices and service quality in street food were found to positively and significantly affect satisfaction. On the other hand, the impact of food quality was observed in Study 1. In both studies (Studies 1 and 2), no moderator role of emotion was observed in the impact of hygiene practices, food and service quality perceptions on satisfaction. Plus, satisfaction with street food directly affects revisit and recommendation intentions. As consumers’ attitudes and behaviors toward street food consumption were examined in two different research sites and the street foods were significantly different in both regions, the similarities and differences in the findings are valuable. Furthermore, the role of positive emotions on the perceptions that affect satisfaction with street food consumption in two research sites was examined for the first time.

The Influence of Perceived Service Quality Dimensions on Patients Satisfaction

The purpose of this study was to examine perceived service quality dimensions consisting of ambience, staff attitude, trustworthiness, outcome quality, administrative procedure, clinical procedure, price and billing, waiting time, resource availability, and information availability on patient satisfaction at Rumah Sakit Keluarga Sehat Tayu. The research approach uses quantitative with a questionnaire as a data collection tool. The sampling technique in this study used purposive sampling which obtained 196 respondents. The results of the study explain that perceived service quality dimensions consisting of ambience, staff attitude, trustworthiness, outcome quality, administrative procedure, clinical procedure, price and billing, waiting time, resource availability, and information availability have a very significant effect on patient satisfaction at Rumah Sakit Keluarga Sehat Tayu.

Assessment of Service Quality Perception Gap between Service Seekers and Service Providers of Land Services in Rwanda

Purpose: This study aimed to assess the determinants of customer satisfaction from the perspective of service seekers and service providers using SERVQUAL. Methodology: the study employed both quantitative and qualitative research approaches. The survey method was used to collect primary quantitative data. Probability sampling was employed to select both service seekers and service providers. 422 service seekers were randomly selected from a list of 53,158 people. 45 service providers were also randomly selected from 416 land officers. A data collection tool was developed for service seekers and customized for service providers. The validity of the research tool was tested and the results showed a P-value of 0.00. Cronbach’s Alpha calculation was employed to test reliability and resulted in an output of 0.932 > 0.7 which shows excellent reliability. Key informant interviews were also conducted with purposively selected respondents to collect their opinions on service quality to complement the quantitative data. Findings: From the perspective of service seekers, the findings showed that the five service quality dimensions are positive and significant predictors of satisfaction. The data from the service providers show that only empathy is a positive and significant predictor of satisfaction whereas, the other four dimensions are positive but less significant predictors of satisfaction. The study results revealed a discrepancy between service seekers and service providers in the dimensions that predict the satisfaction of customers with land services more than others. Contribution to Theory, Policy, and Practice: Understanding the perception gap allows service providers to adjust their approaches to service delivery design to be more customer-focused. The study also informs policymakers where to focus efforts to enhance the quality of services. The unique aspect that this research puts forward is the comparison of the data from both service seekers and service providers to show similarities or differences in their understanding of which dimensions predict the satisfaction of customers more than others. The study recommends continuous collection of feedback from service seekers to help bridge the perception gap in what predicts satisfaction of service seekers.

The Role of Perceived Service Quality and Islamic Financial Literacy on Customer Loyalty In NTB Syariah Bank

The Role of Perceived Service Quality and Islamic Financial Literacy on Customer Loyalty In NTB Syariah Bank

Asset sharing in the healthcare sector: part one—impact on perceptions of service quality and intention to use the service again

Background/Aims The sharing economy comprises three main actors: sharing platforms, asset providers and end users (consumers). These actors arguably possess decision-making autonomy and make sharing-related decisions on their own behalf, but the growing prevalence of asset sharing in the healthcare sector implies the possibility of heteronomous, provider-driven decisions. This article reports the findings of the first part of a two-part study providing insights into the unintended effects of sharing healthcare assets when the sharing decision is made by the healthcare service provider, not the service user. Methods Building on reactance theory, this study used an experimental scenario-based design. A total of 398 participants (all members of the general public) were randomly assigned to three groups and given a scenario involving a consultation with a physician. In one scenario, participants were told they would undergo an operation in a theatre used solely by the physician's practice, while in the other two scenarios the theatre was shared with either five or 10 other practices. Participants were asked about their perceptions of the physician and whether they would use their services again, ranking agreement to items on a 7-point Likert scale. Regression analyses were performed to assess the relationships between asset sharing conditions, participants’ perception of the quality of the service and the intention to use the service again. Results Healthcare asset sharing was significantly and negatively associated with perceived service quality (b=−0.54; P=0.000). While perceived service quality had a significant positive effect on intention to use the service again (b=0.91; P<0.001), none of the sharing or non-sharing conditions had a significant direct effect on intention to use the service again. This indicates that perceived service quality had a full mediating effect on the relationship between asset sharing and intention to use the service again. Conclusions Sharing healthcare assets could negatively affect patients’ intention to use the service again by reducing the perceived quality of the service. Healthcare organisations should work to reduce the impact of asset sharing on perceived quality in order to prevent a negative effect on patient-related outcomes, such as satisfaction and intention to use the service again.

Pengaruh Kualitas Produk, Persepsi Harga, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada Kedai Kopi Konnichiwa

This study aims to assess the influence of product quality, price perception, and service quality both partially and simultaneously on purchasing decisions for Konnichiwa coffee. The research method utilizes a quantitative approach involving 130 samples selected intentionally (purposive sampling), while data collection is conducted through questionnaire distribution using the Google Form platform. Data processing involves assessing validity, reliability, T-tests, and F-tests. The analysis results indicate that product quality significantly influences purchasing decisions, with a significance level of 0.027. Meanwhile, perceptions of price and service quality also have a very significant influence on purchasing decisions, with a significance value of 0.000. Keywords: product quality; price perception; service quality; buying decision

PENYEBAB REPURCHASE INTENTION BEHAVIOR PADA KOPI NEIRA DI SURABAYA: CITRA DIRI ATAU KUALITAS?

Coffee has long been a popular beverage around the world. This is also the primary reason for business owners to create a coffee shop, as it is easy to find coffee enthusiasts. The competition in the coffee shop business is becoming more intense as time passes, as seen by the ease with which coffee shops are everywhere, particularly in the big city and small city. These coffee businesses fight to attract customers and foster high repurchase intentions among their customers. The independent variables are self-image congruity, customer-perceived service quality, and contentment. The selected independent variables are self-image congruity, customer-perceived service quality and customer satisfaction. This study focuses on Neira Coffee, a coffee shop with numerous outlets throughout Indonesia. The data were gathered by distributing questionnaires, resulting in 154 samples of Neira Coffee Surabaya consumers aged 18 and up who live in Surabaya.The results showed that self-image congruity and customer-perceived service quality had a significant effect on customer satisfaction, self-image congruity and customer satisfaction had a significant effect on repurchase intention, while customer-perceived service quality had no significant effect on repurchase intention. It was also found that customer satisfaction was able to mediate the effect of self image congruity and customer perceived service quality on repurchase intention. Thus, self image congruity and customer perceived service quality have a significant effect on repurchase intention for Neira Coffee Surabaya consumers through customer satisfaction as a mediating variable.

Service Quality Assessment of Sharedautorickshaws Using Subsets-Based Confirmatory Factor Analysis

Abstract Shared mobility is changing urban transportation in India by providing transportation services without the need for ownership. Sharedautorickshaws (also called as share-autos) are a popular mode of shared mobility in the country. These informal vehicles can hold six to ten passengers and operate on a hail-to-board basis. It is important to evaluate the service quality of share-autos as they gain popularity. While research on passenger satisfaction with shared mobility services exists, studies on service quality perception related to share-autos are limited. To address this research gap, a survey was conducted with 581 shareauto users in India. The study created a Confirmatory Factor Analysisbased model with five latent variables and 22 manifest variables. The results revealed that 18 variables significantly influenced service quality. Variables that had weaker factor loading in the overall analysis were found more important when analysed for different subsets of the sample population. For instance, female-only or low-income-group respondents may prioritize different factors than the overall sample, and the ranking of factor loading changes across the subsets. The study shows that subset-based analysis can provide a more nuanced understanding of the passenger experience in share-autos, identifying potential opportunities to improve the quality of these services.

The Effect of Sensory Marketing, Brand Experience, Brand Image, and Perceived Service Quality on Brand Loyalty with Customer Satisfaction as an Intervening Variable (Study Conducted on Luxury Brand Product Consumers): A Conceptual Paper

The Effect of Sensory Marketing, Brand Experience, Brand Image, and Perceived Service Quality on Brand Loyalty with Customer Satisfaction as an Intervening Variable (Study Conducted on Luxury Brand Product Consumers): A Conceptual Paper

Consumer perceptions of product and service quality; a case study of AS Photography's management information system

Consumer perceptions of product and service quality; a case study of AS Photography's management information system

Assessing bus user’s perception using structural equation modelling

ABSTRACT This paper evaluates the user’s perceived quality of the service of a city bus and bus rapid transit (BRT) provided in the study areas of Navi Mumbai and Surat, India. The Structural Equation Modelling (SEM) technique was used to identify the significant variables and quantify the effect of those variables on overall satisfaction. The models were validated using validation indices such as Comparative Fit Index (CFI), Normed Fit Index (NFI), Goodness of Fit Index (GFI), and Cronbach’s alpha which are generally adopted for testing SEM models. Predicted models were observed to represent the actual data to a good extent. It was observed that users consider bus stop waiting time, bus on-time performance, and in-vehicle travel time as most important and riding comfort, safety, and end-to-end connectivity as relatively less important. The outputs provide policymakers with an understanding of the user’s perception of the overall service quality of the transit system.

Exploring Subjective Attitudes Towards Public Transport of Intercity Travel and Their Relationships

With the continuous development of urban agglomerations, higher demands are placed on intercity public transport travel services. To improve these services, it is necessary to comprehensively understand the views and evaluations of travelers. Taking the Guanzhong Plain urban agglomeration in China as the object, this study explores subjective attitude indicators from self-administrated survey data and examines the relationship among perceived accessibility, preference, and satisfaction for intercity public transport using a structural equation model. The results show that perceived service quality has a direct positive impact on perceived accessibility and satisfaction. Perceived accessibility and preference significantly affect satisfaction. In addition, perceived accessibility mediates the effect of service quality on satisfaction. This study provides valuable insights from a policy perspective to improve the subjective evaluation of intercity public transport travelers while emphasizing the importance of subjective variables in transport system evaluation and advocates for their subdivision to more comprehensively improve travel experience.