Relationship Service Quality Research Articles

Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation

The following study examines relationship of service quality, customer satisfaction, customer loyalty and consumers’ intentions to switch among finance and insurances consumers in Klang Valley area. Although many researchers have studied of service quality, customer satisfaction, customer loyalty and intention to switch, limited studies explore customer satisfaction as mediating role in the model. The present study proposes SERVQUAL model as indicator to determine the customer satisfaction among finance and insurances consumer. Stratified random sampling technique will be employed in the present study. Data collected also will be analyzed using the Smart PLS (Partial Least Square) to answer the hypothesis. It is believed that the mediating role of customer satisfaction is a promising area to explore and the potential to provide significant benefit to the finance and insurance institution.

Customer engagement behaviors: The role of service convenience, fairness and quality

The purpose of this study is to examine the differential impact of service quality, service fairness and service convenience on customer engagement behaviors. The study also examines the moderating role of service convenience on the relationship of service quality, service fairness and different forms of customer engagement behaviors (CEBs). The proposed research model was tested using partial least square path modelling on survey data collected from users of retail banking and mobile services. Results show that service convenience and perceived service fairness affects different forms of CEB positively. Results also show the negative moderation effect of service convenience on the relationship between service fairness and CEBs. The study provides useful insights for both researchers and practitioners on the role of service convenience, service fairness, and service quality in eliciting customers’ engagement behaviors. Our first contribution pertains to examining the role of service convenience in eliciting CEBs. We also contribute to the existing CEB literature by examining the extent to which traditional firm-based antecedents (e.g., service quality and service fairness) are effective in eliciting all forms of CEBs (word-of-mouth, customer helping company and customer helping customers).

Cultural influences on B2B service quality-satisfaction-loyalty

ABSTRACTThe link between service quality, customer satisfaction, and customer loyalty has drawn the attention of both academic researchers and practitioners. They are also focusing on the effect of cultural differences on customer attitudes and behaviour in the global service industry. This paper examines the relationships between service quality, customer satisfaction, and loyalty as well as the moderating effect of cultural differences on the above relationships in the industrial business-to-business (B2B) service sector. The paper presents an empirical study using datasets collected from 7652 industrial customers across 55 countries and uses structural equation modeling (SEM) to test the hypotheses. The application of Net Promoter Score (NPS) as a customer loyalty metric based on customer experience management (CEM) is studied in relation to customer satisfaction. The study results demonstrate the positive relationship of service quality, satisfaction, and loyalty. In terms of the effect of cultural differences, the study finds that cultural dimensions of uncertainty avoidance negatively moderate the relationship between service quality and satisfaction, while individualism positively moderates the relationship between service quality and satisfaction. However, cultural differences do not impact on the relationship between satisfaction and loyalty.

Interaction between functional and relational service quality: hierarchy vs. compensation

ABSTRACTThe main goal of this research study is to examine the form of interaction between functional and relational service quality in their links to customer satisfaction. Two competing hypotheses were tested: hierarchy and compensation-seeking. According to the hierarchy hypothesis, emotional-relational facets (relational service quality) only become important when core aspects are provided in an efficient manner (functional service quality). By contrast, the compensation-seeking hypothesis proposes that relational service quality helps to compensate for a sub-optimal level of functional service quality. To examine the generalizability of results to different types of service contexts, customers from three independent service settings participated in the research study. Our results confirmed the compensation-seeking hypothesis in the three samples. Accordingly, relational service quality was able to attenuate the reduction in customer satisfaction when functional service quality was sub-optimal. The manuscript concludes with a discussion of findings and ideas for research and practice.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

커피전문점 서비스품질, 점포태도, 점포충성도의 영향관계 연구 : 개인 해석수준의 영향을 중심으로

Purpose - This study investigates the effect of service quality of coffee shop on store attitude and store loyalty. It demonstrates that the individual's behavior identification level plays a moderating role when the service quality of coffee shop affects store attitude. Conceptually drawing on Brady & Cronin's three-dimensional model of service quality, this study examines the effect of service quality of coffee specialty store on customer's attitudes and loyalty. Also, according to construal level theory, it examines the individual's propensity difference whether the individual's behavior identification level on service quality and store attitude has a moderating effect Research design, data, and methodology - This study used Brady & Cronin's three-dimensional service quality model, and 183 valid cases collected through the questionnaire survey were used for data analyses. For hypothesis testing, regression analysis, multiple regression analysis, and covariance analysis were conducted. Result- As a result of this study, first, it is confirmed that service quality has a positive effect on store attitude toward coffee shop. Second, the difference of an individual's construal level did not have a moderating effect on the influential relationship of service quality on the store attitude of coffee shop. This is because the influence of the service quality is greater than the difference between groups at the construal level. Therefore, there was no moderating influence according to construal level. Third, the store attitude of coffee specialty store has a positive effect on store loyalty. Conclusions - It is confirmed that there is a difference in the effect of service quality and store attitude on general and college students. This suggests that it can be used to establish marketing strategies by segment. And, the college students were found to be more influenced by physical environment quality factor among three dimensions of service quality. Therefore, it is necessary to further improve efforts to raise the level of service quality perception through physical environmental factors such as clean and pleasant environment including the interior of a coffee shop, and internal table arrangement. The empirical study on the moderating effects of customer's tendency of difference is meaningful in the absence of empirical studies.

Understanding the Linkages and Impact of Purchaser Perception of Sales Service Quality in Relation to Innovation Diffusion in Nigerian Internet Shopping

While the internet offers tremendous innovative communication diffusion opportunities, it also offers some of the innovative ways of purchasing and retailing products and services. There are mounting empirical and conceptual evidences on the benefits and potentials of the diffusion of online shopping in Nigeria. However, limited attention is devoted to investigating the links and influences of customers’ sociographic characteristics on their perception of sales service quality in the increasingly diffusing innovative internet shopping in the country. Addressing this gap in the literature, this study examined the effect of gender, age, educational background, marital status, income and occupation on perceived sales service quality of innovative internet shopping among 400 customers who had shopped online at least once in the previous three months. Using a purposive sampling, a questionnaire designed from a scale developed by Jun, Yang and Kim (2004) was employed and analysed the data using factor analysis. The hypotheses were tested using Kruskal-Wallis (H-test) and Mann-Whitney U tests to determine the degree of the differences of the effect among the demographics and the findings revealed that age and educational qualification and gender and marital status variously differed significantly across most of the constructs except for monthly income. Results of the study highlight the importance of sociographic characteristics in influencing customers’ perception of innovative internet shopping.

HUBUNGAN MUTU PELAYANAN TERHADAP MINAT MEMANFAATKAN KEMBALI PELAYANAN DI UNIT RAWAT JALAN RUMAH SAKIT TK. IV MADIUN

Quality of service and customer satisfaction are key factors affecting the purchase of products or services. Interest visits are influenced by several factors: product quality, cost, promotion, human resources, place and process. Hospital Tk. IV Madiun still has not conducted an optimum service quality evaluation that resulted in a decrease in patient visits and patient complaints regarding services in determining the patient's interest to reuse the services. This purpose to analyzed the relationship of service quality to the interest of re-utilizing the service in the outpatient unit of Madiun Level IV Hospital.Survey with cross sectional approach the process of data retrieval done in the same time between the independent variables and variables bound. With a population of 331 and a sample of 77 respondents. Resulth : The number of respondents was 53.2% female and 46.8% of men, with the highest percentage of age between 36-45 years old 35.1% and the most employed as housewife 26% with secondary education 49.4%. Result of research about service quality that is equal to 76,6% say good, but interest to return low that is 49,4%. Conclusion there was a relationship of service quality to the interest of reusing the service in outpatient Tk Iv Madiun hospital. Key word : customer satisfaction, quality, service,

한식당의 서비스품질이 감정반응 및 행동의도에 미치는 영향 : 브랜드이미지의 조절효과

As service quality factors of Korean restaurants, tangibility, the effects of responsiveness, and certainty, and the influence relationship of service quality with emotional responses and behavioral intentions were analyzed. The study result showed that certainty had the most significant effect on emotional behaviors, and it was followed by responsiveness and tangibility. Also, tangibility had the most significant effect on behavioral intentions, and it was followed by certainty and responsiveness. Emotional responses affected behavioral intentions, emotional responses were controlled by behavioral intentions according to the brand images, and as the brand images grew bigger, emotional responses were inhibited. These results imply that Korean restaurants need to plan a variety of management strategies for brand images using their own restaurant characteristics considering service quality.

대중음악축제의 서비스 품질이 지각된 가치, 고객 만족도 및 축제 재방문 의도에 미치는 영향

In South Korea, the popular music festival, starting at the middle of the first decade of 21century, have growed rapidly in a short period and become an industry though related researches. By studying the value of the event and conducting researches aiming at improving service quality and customer satisfaction, the revisit intention can be improved while the sustainability of the popular music festivals can be ensured. By examining the relationship of service quality, perceived value, customer satisfaction and revisit intention, the study aims at giving suggestions about designing and operating the popular music festival.<BR> In conclusion, perceived value positively affects customer satisfaction, which has positive effect on revisit intention. Moreover, the designer and operator of the popular music festival should make efforts to improve the customer satisfaction of participants by understanding the importance of service quality, perceived value, experience and image of the event.

Effectiveness of the \u2018Girls Active\u2019 school-based physical activity programme: A cluster randomised controlled trial

BackgroundGlobally, adolescent girls’ physical activity (PA) levels are low. The ‘Girls Active’ secondary school-based programme, developed by the Youth Sport Trust, aims to increase PA in adolescent girls. This paper explores the effectiveness of the ‘Girls Active’ school-based PA programme.MethodsA random sample of girls aged 11–14 from 20 secondary schools (Midlands, UK) participated in a two-arm cluster randomised controlled trial. Ten schools received Girls Active and 10 continued with usual practice. Measurements were taken at baseline, seven- and 14-month follow-up. Primary outcome: wrist-worn accelerometer measured moderate- to vigorous-intensity PA (MVPA). Secondary outcomes: overall PA, light PA, sedentary time, body composition, and psychosocial outcomes. Generalised estimating equations, adjusted for school cluster and potential confounders, were used and A priori subgroup analysis was undertaken. Micro-costing and cost-consequence analyses were conducted using bespoke collection methods on programme delivery information. Outcomes for the cost-consequence analysis were health related quality of life measured by the Child Health Utility-9D and service use.ResultsOverall, 1752 pupils participated, 1211 (69.1%) provided valid 14-month accelerometer data. No difference in MVPA (mins/day; 95% confidence intervals) was found at 14 months (1.7; -0.8 to 4.3), there was at seven months (2.4; 0.1 to 4.7). Subgroup analyses showed significant intervention effects on 14-month in larger schools (3.9; 1.39 to 6.09) and in White Europeans (3.1; 0.60 to 6.02) and in early maturers (5.1; 1.69 to 8.48) at seven months. The control group did better in smaller schools at 14-months (-4.38; -7.34 to -1.41). Significant group differences were found in 14-month identified motivation (-0.09; -0.18 to -0.01) and at seven months in: overall PA (1.39 mg/day; 0.1 to 2.2), after-school sedentary time (-4.7; -8.9 to -0.6), whole day (5.7; 1.0 to 10.5) and school day (4.5; 0.25 to 8.75) light PA, self-esteem. Small, statistically significant, differences in some psychosocial variables favoured control schools. Micro-costing demonstrated that delivering the programme resulted in a range of time and financial costs at each school. Cost-consequence analysis demonstrated no effect of the programme for health related quality of life or service use.ConclusionsCompared with usual practice, ‘Girls Active’ did not affect 14-month MVPA.Trial registrationISRCTN10688342

A BP Network Control Approach for QoS-Aware MAC in Cloud Robotics

The basic idea of Cloud Robotics is dynamically uploading the compute-intensive applications to the cloud, which greatly enhances the intelligence of robots for the high processing and parallel ability of cloud. However, for the nature of uncertainty of mobility, different kinds of applications on robot may have different Quality of service (QoS). The paper proposes a BP network for QoS-aware MAC(BPFD-MAC) in Cloud Robotics form a view control theory, which can support both absolute and relative QoS guarantees while the energy saving. The hard and soft QoS constraints are de-coupled by normalized into a two-level cascade feedback loop. The former is Active Time Loop (AT-Loop) to enforce the absolute QoS guarantee for real-time application and the later is Contention Window Loop (CW-Loop) to enforce the relative QoS guarantee for Best Effort traffics. Finally, the Back-propagating (BP) neuron network based PID is used for self-tuning parameters and controller design. The hardware experiments demonstrate the feasibility of BPFD-MAC. Comparing with FD-MAC, BPFD-MAC has new feature of absolute QoS support and further developed two advantages:In the condition of heavy loads, BPFD have about 18% great throughput and 14% great power efficient; and in light load, BPFD have lower total energy consumption.

Service Quality, Destination Image and Revisit Intention Relationships at Thermal Tourism Businesses

Interest for health tourism and its subcategories is rapidly groving througout the world. Thermal tourism take its share from this interest too. Individuals who seek to gain their health back or to preserve their current health condition attend to thermal tourism activities with an increasing demand. This growing demand encourages the businesses to improve themselves in terms of competitiveness. However, when it is the matter of health, thermal tourists’ needs and demands from the destinations and businesses they have been are much more different then mass tourists’ demands and needs. Thus, it is crucial to have knowledge about thermal tourists’ expectations and service quality perceptions for the owners or the managers of the businesses who consider to enter to the market or who desire to increase their market share. In this context, this study aims to determine the thermal tourist’s service quality, destination image perceptions and their relationship with revisit intention. In addition, this study aims to determine destination image’s mediating role in service quality and revisit intention. In order to achieve the these aims, related literature is reviewed and data is gathered from the thermal hotels in Balcova and Gonen regions. A total of 343 tourists participated to study. Data is analysed through ANOVA, T test, correlation and regression analysis. Findings show that there are significant relationships between service quality, destination image perceptions and revisit intentions of thermal tourists. Also results revealed that destination image has a mediating effect on service quality and revisit intention relationship

Service Quality, Destination Image and Revisit Intention Relationships at Thermal Tourism Businesses

Service Quality, Destination Image and Revisit Intention Relationships at Thermal Tourism Businesses

Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan

Customer satisfaction is one of the major objective of the organizations because satisfaction leads the customers to be loyal and this can be source of competitive edge for the organization. Therefore, this study is designed to investigate the mediating role of customer satisfaction between service quality and brand loyalty, corporate image and brand loyalty, perceived value and brand loyalty in the four distinct service sectors of Pakistan i.e. hospitals, educations, banks and hotels. The data were collected by using nonprobability sampling and snowball sampling from the students for determining educational sectors results and customers of other sectors to examine their results. The total 500 questionnaires distributed to respondents from which 440 (88%) were usable and able for testing. The results indicate that service quality, corporate image and perceived value are the key drivers in enhancing brand loyalty when customer satisfaction mediated in their relationship. The findings confirm the mediating role of customer satisfaction in the relationship of service quality and brand loyalty, corporate image and brand loyalty, perceived value and brand loyalty.

PERAN CITRA TOKO DALAM MEMEDIASI HUBUNGAN KUALITAS PELAYANAN DENGAN NIAT BELI ULANG

Bisnis ritel di Indonesia berkembang sangat pesat. Hadirnya gerai ritel berskala kecil akan menjadi ancaman untuk perusahaan ritel berskala besar seperti Hypermart. Tujuan dari penelitian ini adalah untuk menjelaskan pengaruh kualitas pelayanan terhadap citra toko, kualitas pelayanan terhadap niat beli ulang, citra toko terhadap niat beli ulang, serta peran citra toko dalam memediasi pengaruh kualitas pelayanan terhadap niat beli ulang. Penelitian ini dilakukan pada konsumen Hypermart Mall Bali Galeria yang berdomisili di Kota Denpasar. Ukuran sampel yang diambil sebanyak 120 orang dengan metode purposive sampling. Hasil penelitian menemukan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap citra toko. Penelitian ini juga menemukan bahwa masing-masing variabel kualitas pelayanan dan citra toko secara signifikan berpengaruh positif terhadap niat beli ulang, selain itu citra toko juga secara signifikan memediasi hubungan kualitas pelayanan terhadap niat beli ulang. Hal ini menunjukkan bahwa semakin baik citra toko dan kualitas pelayanan yang diberikan maka akan meningkatkan niat beli ulang konsumen di Hypermart Mall Bali Galeria.

Peran Perceived Value Memediasi Hubungan Kualitas Pelayanan dengan Kepuasan Konsumen

The development of restaurants in Bali as one part of the tourism industry is very rapid. Started from the small scales to luxury restaurants. In order to survive the harsh competition, those who enter the culinary industry must have innovation or provide the best service. Providing a good service quality will have impact on customer satisfaction mediated by perceived value. This study was conducted to determine the role of perceived value that mediate the quality relationship with consumer satisfaction (consumer studies at Semu Jaen Restaurant Ubud). The number of samples taken is 90 people with non-probability sampling method, especially purposive sampling. Data collection was done by spreading the questionnaire. Data analysis techniques used were patch analysis and test sobel. Based on this research, it is found that the service quality has positive and significant influence to customer satisfaction, and perceived value significantly mediates the relationship of service quality with the consumer satisfaction.

Emotional Exhaustion in Offshore Call Centers: A Comparative Study

ABSTRACTThe aim of this study is to draw on a cognitive-affective personality system to test if the personality–emotional exhaustion–turnover intentions/perceived service quality relationships are valid among agents working in offshoring call centers. This is achieved by comparing these relationships between two groups' agents: (a) agents interacting with customers having the same national culture in a developed country (ACSC); and (b) agents in a developing country interacting with customers having a different national culture (ACDC). Data were collected from three call centers in Morocco, representing the ACDC group, and a call center in Canada which represented the ACSC group. Data was analyzed using two steps: (a) a paired-samples t-test; and (b) a path analysis using a bootstrap based on the Monte Carlo method. The findings reveal invariant measure of all our concepts, and significant differences between the two groups (ACDC and ACSC) with respect to some personality–emotional exhaustion–turnover intentions/perceived service quality relationships.

IoT Traffic Management and Integration in the QoS Supported Network

This paper proposes: 1) a traffic flow management policy, which allocates and organizes machine type communication (MTC) traffic flows network resources sharing within evolved packet system (EPS); 2) an access element as a wireless sensor network gateway for providing an overlaying access channel between the machine type devices and EPS; and 3) it addresses the effect and interaction in the heterogeneity of applications, services and terminal devices, and the related quality of service (QoS) issues among them. This paper overcomes the problems of network resource starvation by preventing deterioration of network performance. The scheme is validated through simulation, which indicates the proposed traffic flow management policy outperforms the current traffic management policy. Specifically, simulation results show that the proposed model achieves an enhancement in QoS performance for the MTC traffic flows, including a decrease of 99.45% in packet loss rate (PLR), a decrease of 99.89% in packet end to end (E2E) delay, a decrease of 99.21% in packet delay variation (PDV). Furthermore, it retains the perceived quality of experience of the real time application users within high satisfaction levels, such as the voice over long term evolution service possessing a mean opinion score (MOS) of 4.349 and enhancing the QoS of a video conference service within the standardized values of a 3GPP body, with a decrease of 85.28% in PLR, a decrease of 85% in packet E2E delay and a decrease of 88.5% in PDV.

Customer’s patronage decision toward health insurance products

PurposeThe purpose of this paper is to examine the influence of service quality, customer’s satisfaction and religiosity on customer’s patronage decision toward health insurance products. The paper also assesses the influence of religiosity on customer’s patronage decision. The influence of customers’ satisfaction as mediation between service quality and customer’s patronage decision was also measured.Design/methodology/approachA structured questionnaire was developed and administered to a sample of 200 respondents. This research applied the exploratory factor analysis, the confirmatory factor analysis and the structural equation modeling to test the proposed hypotheses.FindingsThe findings indicate that customers’ religiosity behavior has a significant influence on customer’s patronage decision for selecting health insurance products. The results also indicated that the role of customer’s satisfaction as a mediator in between the relationship of service quality and customer’s patronage decision is significant.Research limitations/implicationsThis research is a cross-sectional study consisting of 200 respondents. In addition, the elements of the sample were Malaysian customers using health insurance products and services.Practical implicationsThis study suggests that customers of health insurance products are more concerned with perceived service quality and perceived satisfaction. The role of religiosity also plays a dominant role. As a result, managers of the health insurance service providers need to focus more on benefits of service varieties centered toward their target customers in order to gain higher patronage decision of health insurance products.Originality/valueThe study sought to address the gap of religiosity aspects in health insurance products through intensive literature and offer a conceptual framework that tested service quality, customer’s satisfaction and religiosity in one integrated model under the perspective of health insurance industry. More importantly, it also examines the influence of religiosity on patronage behavior, thus shedding insights into the opportunities for understanding consumers in detail.