Sales Service Quality Research Articles

Strategic channel decisions for the supplier and specialized e‐retailer in the presence of a third‐party marketplace

AbstractWith the advancement of e‐commerce and the intensification of market competition, many suppliers have leveraged third‐party online marketplaces to expand their sales channels and bolster competitiveness. This poses potential threats to e‐retailers specializing in the core business of certain categories. This study examines a specialized e‐retailer's selling mode choice (reselling, in‐marketplace selling, or agency selling mode) and how this choice interacts with a supplier's channel strategy (marketplace, e‐retailer, or both/dual channels) in the presence of a third‐party marketplace. Our findings indicate that (1) the e‐retailer's optimal selling mode is contingent on the supplier's sales service quality and efficiency, and the e‐retailer's market occupation. Generally, when initially occupying a small market, the e‐retailer prefers selling in a third‐party marketplace, whereas when the initial market is relatively large, the e‐retailer is more inclined to opt for the reselling (agency selling) mode if the supplier's sales efficiency is low (high). Additionally, if the supplier's sales service quality is low, the e‐retailer will never choose the agency selling mode. (2) Exclusively introducing the marketplace channel is not the optimal choice for the supplier. Instead, adopting a dual channel is better when the direct selling cost is not too high. (3) Under certain scenarios, the supplier can manipulate the e‐retailer's channel by introducing the marketplace channel and offering a reference price without actually selling any products.

Application of Sanitation and Hygiene In Improving The Quality of Products From Shells In The Collective Business Group (Kub) of Shell Fishers In Banjar Kemuning Village, Sedati District, Sidoarjo Regency

The increasingly fierce competition in the sale of food products is currently encouraging people to improve the quality of sales service and food quality. The reality on the ground shows that some of the processing of food products does not use methods and methods that meet good hygiene and sanitation standards. As a result, processed food products will become unhealthy for human consumption. The Joint Business Group (KUB) of Shellfish Fishermen in Banjar Kemuning Village, Sedati District, Sidoarjo Regency seeks to improve the quality of food products from shellfish that will be sold to the community by implementing sanitation and hygiene standards in every process of processing food products from shellfish. Therefore, for the application of sanitation and hygiene standards in improving the quality of food products from shellfish in Banjar Kemuning Village, Sedati District, Sidoarjo Regency. The best approach to ensure the safety of food products from this shellfish, which is primarily in the process where the shellfish live and where the shellfish are obtained. For shellfish caught in the waters, proper handling processes related to sanitation and hygiene should be carried out, because shellfish caught in nature have a risk of bacterial contaminants and some heavy metals that are harmful to human health.

The Influence of after Sales Service and Product Quality on the Decision to Purchase a Toyota Avanza Car in Deli Serdang

This study describes the after-sales service and product quality of purchasing a Toyota Avanza in Deli Serdang. The theory used in this study includes the idea of after-sales service, product quality, and buying decisions. The population in this study were 50 Toyota Avanza car users who passed on Jalan Sutomo, Lubuk Pakam Deli Serdang. The data analysis model used is multiple linear regression analysis. The research method uses a quantitative descriptive approach supported by a survey and is explanatory. The study results by testing the t-test hypothesis showed that after-sales service had a positive and significant effect on purchasing decisions for the Toyota Avanza in Deli Serdang. Product quality has a positive and significant impact on buying decisions for the Toyota Avanza in Deli Serdang. The results of the F test show that after-sales service and product quality have a positive and significant effect on purchasing decisions for the Toyota Avanza in Deli Serdang. The value of the coefficient of determination (R2) of after-sales service and product quality can explain the purchasing decision variables of 70.1%. The remaining 29.9% is influenced by other variables not examined in this study, such as price promotion and so on.

Quality of Service and Brand Trust Against Decisions Using Indihome in Ciputat Area of South Tangerang

The purpose of this study is to know the influence between sales promotion to purchase decisions, to know the influence between the quality of service to purchasing decisions, to know the influence between brand trusts on purchasing decisions. The analysis method used is multiple linear regression using SPSS 25 analysis tool. The object of the research in this study was indihome customers of Ciputat region as many as 100 people with random sampling techniques (probability sampling). The results of the analysis stated that partially sales promotion affects purchasing decisions, partially the quality of service services affects purchasing decisions and partially brand trusts affect purchasing decisions, simultaneously (sales promotion, service quality and brand trust) affect purchasing decisions. Concluded in this study is sales promotion influences the decision to use Indihome, the quality of service influences the decision to use Indihome, brand trust influences the decision to use Indihome, simultaneously the promotion of sales of services and brand trust influences the decision to use Indihome.

Determinants of Satisfaction for Automotive After Sales Service Quality: A Preliminary Application of AutoSERVPERF Model

Successful delivery of customer satisfaction through excellent automotive after sales service quality (AASSQ) can drive long-term profits and reinforces the image of automakers. Customers are generally willing to pay a huge sum of money to secure guarantees and dependable after sales service. Based on this premise, this study determined the automotive after sales service quality dimensions (using AutoSERVPERF model) to deliver customer satisfaction. Data were solicited from 226 respondents who are customers of an automotive after sales service center in Selangor. Convenient sampling technique was used to select volunteer respondents for the survey and a self-administered questionnaire with a 5 point Likert scale was administered for data collection. The responsiveness, empathy, assurance and reliability dimensions of the AutoSERVPERF model were uncovered to be important in delivering satisfaction towards AASSQ. However, among these four dimensions, the empathy and assurance dimensions were perceived to have delivered high performance and are of high importance to customers. Hence, to deliver customer satisfaction towards automotive after sales service, periodic knowledge and skill enhancement training is essential. Instituting clear standard operating procedures, close monitoring and supervision of service staffs would help preserve the consistency and hence reliability of after sales service delivered.

Analysis of Purchasing Decisions Based on Sales Promotion and Service Quality

This research aims to analyze purchasing decisions based on sales promotions and service quality at Giant Ekspres Pondok Cabe, South Tangerang. The method of data analysis is using quantitative associative analysis techniques where the population is 32,866 consumers, sampling, the author uses the Slovin formula with an error rate of 10% where after calculating the number of samples obtained as much as 99.69 rounded up to 100 Respondents. There is a significant simultaneous effect between sales promotion and service quality on purchasing decisions at Giant Express Pondok Cabe. This is indicated by the value of Fcount> Ftable (1990,740> 3.09) and significance of 0,000. The effect is based on the value of the R determination coefficient which is equal to 0.976. This means that variations in Sales Promotion and Service Quality variables explain the variation in the purchase decision variable is 97.6% and the difference of 2.4% is explained by factors that are not examined.

After Sales Service Quality on Customer Satisfaction and Retention among Game Store Customer's in Kano State, Nigeria

This research examines the effect of after sales service quality (ASSQ) on customer satisfaction (CS) and customer retention (CR) among Game store customer’s in Kano State, Nigeria. The population was 870 Game store after-sales service (ASS) customers who received after-sales service (ASS) multiple times. Simple random technique was used that allow the researchers to assess their study's centered participants, and the main tools used for this study were questionnaires. The questionnaire was intended to a Likert scale of 10 points, with the assistance of 3 ASS technician and 3 foremen at Game Store Kano, the information were gathered from 255 ASS customers. The study's hypothesized model was tested using Structural Equation Modelling (SEM). The research outcomes show that ASSQ has a substantial and positive effect on CS and CR. The outcome also shows that CS has substantial and positive effect on CR. It is suggested that businesses or organizations should explore the most significant dimensions of ASSQ to match the preferences of their customer’s with that the organizations will pays a lot of attention to their esteem customer’s, and it will assist businesses achieve their mission and vision.

Prioritising post sales service quality items in light commercial vehicles using TOPSIS method

Post sales service quality is the most essential viewpoint to measure customer satisfaction in light commercial vehicles. A post sales service is required after the sale of a vehicle. Customer satisfaction checks whether, after getting services, customers feel happy or not. This research paper attempts to identify post sales service quality items that lead to customer satisfaction or dissatisfaction. A questionnaire was developed about post sales service quality in which the customer was asked to rate the importance of these items. The technique for order of preference by similarity to ideal solution (TOPSIS) method was applied to rank the post sales service quality items based on their importance in light commercial vehicles. From the results, it is found that having a consistent standard for accepting and returning vehicles for service and promptness of service were the two most important post sales service quality items. The accessibility to the service station and the availability of advanced facilities in the service station were also found to be of significant importance. Service station managers may give these items priority in order to increase post sales service quality.

Prioritising post sales service quality items in light commercial vehicles using TOPSIS method

Post sales service quality is the most essential viewpoint to measure customer satisfaction in light commercial vehicles. A post sales service is required after the sale of a vehicle. Customer satisfaction checks whether, after getting services, customers feel happy or not. This research paper attempts to identify post sales service quality items that lead to customer satisfaction or dissatisfaction. A questionnaire was developed about post sales service quality in which the customer was asked to rate the importance of these items. The technique for order of preference by similarity to ideal solution (TOPSIS) method was applied to rank the post sales service quality items based on their importance in light commercial vehicles. From the results, it is found that having a consistent standard for accepting and returning vehicles for service and promptness of service were the two most important post sales service quality items. The accessibility to the service station and the availability of advanced facilities in the service station were also found to be of significant importance. Service station managers may give these items priority in order to increase post sales service quality.

Measuring the Effects of Online-To-Offline Marketing

Due to the competitiveness of the e-commerce environment and the emerging usage of mobile devices, companies have found a new e-marketing strategy, that is, online-to-offline (O2O) marketing, to integrate both channels more efficiently. The rapid rise of the O2O market in recent years has changed the way people consume and become an important issue. However, there are still very few studies focusing on O2O marketing issues. Hence, the purpose of this study is to develop an analytic model to explore how consumers adopt O2O commerce models.
 In this study, we collect 1,267 samples of valid Taiwan-based internet users who intended to adopt multi-channel retailing, using a web survey of consumers through InsightXplorer’s CyberPanel. We use EFA and CFA to confirm search factors (information availability, search convenience, enjoyment, media richness and tangibility) and purchase factors (service quality, price and promotion, purchase convenience, risk perception, immediacy and product quantity) in keeping with past research. We also conduct a multinomial logit model to analyze the relationships among search factors, purchase factors, and adopting multi-channel purchasing behavior. The results indicate that the main reason consumers choose to purchase through physical channels is that they could provide better sales service quality and have a lower shopping risk, however, if consumers care about prices and promotions, they tend to lean towards the Mobile path. At the close of this paper, in-depth discussions and conclusions are provided to inform further research and future practices.
 
 To cite this document: I-Ping Chiang, Chia-Yi Lin, and Chih-Hui Huang, "Measuring the Effects of Online-to-Offline Marketing", Contemporary Management Research, Vol.14, No.3, pp. 167-190, 2018.
 
 Permanent link to this document:
 http://dx.doi.org/10.7903/cmr.18462

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.

Electricity market liberalization under the power of customer value evaluation and service model

After the power reform No. 9 was released in March 2015, the state officially released the Opinions on the Implementation of the Reform on the Power Sales Side. From this document, we can see that the openness of sales of social capital to the electricity business, the sales side of the market competition through multiple ways to train the main competitors, the result is more users have the right to choose, sales service quality and user energy levels will significantly improve. With the gradual promotion of the electricity sales market, the national electricity sales companies have been established one after another. In addition to power grid outside the power generation companies, energy-saving service companies and distributed power companies may become the main selling power, while industrial parks, commercial complex, large residential area, industrial and commercial users, large industrial users in the new electricity demand appearing The new changes, some power customers have also self-built distributed power supply, installation of energy storage devices or equipment to participate in the transformation of the electricity market. The main body of the electricity sales market has gradually evolved from the traditional electricity generation main body to the multi-unit main body and emerged new value points. Therefore, the electricity sales companies need to establish a power customer value evaluation method and service mode to adapt to the new electricity reform, Provide supportive decision support.

The role of supplier performance in building customer trust and loyalty: A cross-country examination

Building trust in buyer–seller relationships is a focal issue in relationship marketing. However, there are mixed results concerning the performance outcomes of trust. Also, no attention has been given to linking supplier performance aspects to the development of trusting relationships. In this study we propose a conceptual model of supplier performance drivers and customer loyalty consequences of trust in supplier–organizational customer relationships. We test the model relationships using data from three different countries, namely, France, Hungary, and the U.K., in an effort to assess the extent to which the development and outcomes of trust are consistent across different countries. The results suggest that supplier performance in product quality and sales service quality is conducive to trust building across all three countries. Supplier performance in technical repair service support enhances trust in the market contexts of France and Hungary, but has no significant effect in the case of the U.K. Nonetheless, supplier performance in complaint handling has a positive effect on trust in the U.K. and French contexts, but no link is established in the context of Hungary. Further, the results show that trust enhances customer loyalty across all countries. Moreover, we find that firm size negatively moderates the trust–loyalty relationship in all the countries, with this link being not significant among larger firms in France and Hungary. The results have important theoretical and practical implications for international relationship marketing.

Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business

After sales services (ASS) are activities that take place after the purchase of the product by customers and are devoted to supporting customers in the use and disposal of goods. ASS can create sustainable relationships with customers and contribute significantly to customer satisfaction. The purpose of this study is to evaluate the ASS quality by measuring the level of customer satisfaction (CS), customer retention (CR) and customer loyalty (CL) through the SERVQUAL dimensions comprising of ASS attributes and also to check which such ASS-based dimensions of SERVQUAL needs to be focused more on improving the quality of ASS with the consideration of firms involved in manufacturing the home appliances. For this purpose research models were proposed to examine the influence of ASS attributes on CS, CR and CL for three different products such as Gas Stove, Water Purifier and Mixer Grinder from the home appliances sector and tested by multiple regression analyses on data collected through the structured survey questionnaire, with a five-point Likert scale. The study has demonstrated the application of multiple regression analysis in studying the influence of ASS attributes on CS, CR and CL, and the results of the study have helped in analysing the performance of the case companies so as to devise suitable strategies in improving CS, CR and CL.

Measuring the Impact of Sales Promotion, Service Quality and Customer Experience: A Case of e-Ticketing

With the advent of the internet and e—commerce, there has been a paradigm shift in the marketing and selling of product and services in the hospitality and tourism industry. The internet is changing the way a corporation conducts business with their consumers who have become very demanding and expects high level of services; they are time conscious, and demanding more convenience in buying those products and services. According to the surveys carried out by many companies e- service quality is an essential part to achieve success in the business. The objective of this study is to examine whether promotion, service quality, customer experiences have affected the customer satisfaction in purchasing the e tickets in India. The study result shows that promotion, service quality, customer experiences has significantly affected customer satisfaction in a purchasing pattern and decision making while purchasing online tickets and it was found that sales promotion has significantly influenced the customer satisfaction than the others determinants.

Gap analysis of the quality of sales service

The article aims to measure the size of customer gaps as for their perception of sales service standard quality. Gap analysis employed for customer gap measurement is elaborated on the basis of the results obtained from questionnaire enquiry directed on customers and employers of the company sales places that were under examination. Questionnaire enquiry revealed substantial disparity between the perception of standard by employers and customers, especially in terms of sales personnel contact with customer. The research has quantified the size of customer gaps within sales service quality standard categories. In addition, it identifies problem areas detected by means of the carried out analysis as well as it provides suggestions for their solution.

Perceived After Sales Service Quality: Communication within the Service Chain

Service quality in after sales is an important factor affecting competitiveness, it is important that the technical issues raised by authorized service vendors are resolved in time and that corrective actions are of good quality. Previous work on service quality has focused on the perceived quality experienced by the customer, leaving the service chain unstudied. This study focuses on examining the views and communication within the service chain of Nokia. Using the Nokia in-house database tool, which contains information on Nokia products, issue escalation and other customer-related activities, as empirical evidence Nokia service vendors in the field were approached questionnaire elaborating on the views and communication within the service chain. The survey results were analysed using two modelling techniques, namely ordinal logistic regression and the log-linear model. Ordinal logistic regression was used to establish a statistical association between perceived quality of corrective actions (QoCA) and the perceived quality of the description and additional information (QoDesAI) needed to portray the issue completely, as well as the perceived quality of time (QoT) spent to resolve the issues. The interaction between QoDesAI and QoT was analysed using the log-linear model. The results showed that the absolute case resolution time (CRT) was found to have no practical significance when evaluating perceived QoCA. In addition, managerial implications on how to achieve high perceived QoCA were suggested.

A multi-agent collaborative maintenance platform applying game theory negotiation strategies

Engineering asset management (EAM) is a broad discipline with distributed functions and services. When engineering assets are capital intensive, management requires specialized expertise for diagnosis, prognosis, maintenance and repairs. The current practice of EAM relies on self maintained experiential rules with coordinated collaboration and outsourcing for maintenance and repairs. In order to enhance the life long asset value and efficiency (from the stakeholder's viewpoint) and after sales service quality (from the asset provider's viewpoint), this research proposes a collaborative maintenance platform that integrates real time data collection with diagnostic and prognostic expertise. The collaborative system combines and delivers services among asset operation sites (the maintenance demanders), the service center (the intermediary coordinator), the system providers, the first tier maintenance collaborators, and the second and lower tier parts suppliers. Multi-agent system technology is used to integrate different systems and databases. Agents with autonomy and authority work to assist service providers and coordinate communications, negotiations, and maintenance decision support. Finally, game theory is used to design the decision models for strategic, tactical, and operational decision making during collaborative maintenance practices.

Turn to your customers to solve flat sales and customer churn

PurposeThis viewpoint article explores how companies can solve the problems of flat sales revenue and customer churn by conducting an honest self‐assessment of corporate culture, then reinventing or refocusing products and services to provide the value that customers want.Design/methodology/approachUsing examples drawn from real businesses facing real problems, the author describes the process companies can use to reenergize their people and their offerings when flat sales and customer churn are symptoms of a flat culture.FindingsConnecting with customers helps a company develop the roadmap it needs to reenergize and reinvent its products, services, sales reps, and marketing and management teams. The only way to remain on target with customer value needs is to develop systems that communicate with internal and external customers and act upon the knowledge gained – and consistently keep the company in touch with its customers.Practical implicationsIt is recommended that companies start with a situational assessment that includes an exploration of four key customer value determinants: products and/or services, sales representatives, management, and service quality. Healthy companies listen to their customers' concerns and partnership requirements, and then act accordingly.Originality/valueThis article offers practical recommendations to help managers get their companies back on track if flat sales and customer churn are problems.

After sales service quality: Views between industrial customers and service managers

This article focuses upon the perceived quality of after sales services. It is a case study about a large supplier of office e equipment active in the Dutch market. The perceptions of the industrial customer on after sales services are compared with the view the service managers in the company have about these customer perceptions. Some striking differences as well as some similarities on services are found. Conclusions can be drawn for an after sales services strategy to gain a competitive edge.