scholarly journals The Impact of Internal Marketing on Service Quality, Perceived Value, Consumer Satisfaction and Loyalty in the Service Sector

2021 ◽  
Vol 04 (02) ◽  
Author(s):  
Rakotovao Manovosoa Finaritra ◽  
Keyword(s):  
Consumer Satisfaction ◽  
Service Sector ◽  
Perceived Value ◽  
Perceived Quality ◽  
Internal Marketing ◽  
Behavioural Intention ◽  
Second Step ◽  
Healthcare Staff ◽  
The One ◽  
The Impact

This article proposes to integrate internal marketing, perceived quality, perceived value, satisfaction and behavioural intention in the same model. The study was conducted with 200 healthcare staff and 200 patients. First, the results indicate the influence of internal marketing dimensions on perceived quality and satisfaction. In a second step, it turns out that perceived quality influences satisfaction and perceived value, which in turn impacts satisfaction. Finally, there is a relationship between, on the one hand, satisfaction and behavioural intention and, on the other hand, the perceived value and behavioural intention of consumers.

scholarly journals Educational Services for Intellectual Capital Growth or Transmission of Culture for Transfer of Knowledge—Consumer Satisfaction at St. Petersburg Universities

2019 ◽  
Vol 9 (3) ◽  
pp. 183 ◽  
Author(s):  
Nadezhda N. Pokrovskaia ◽  
Marianna Yu. Ababkova ◽  
Denis A. Fedorov
Keyword(s):  
Higher Education ◽  
Consumer Satisfaction ◽  
Service Sector ◽  
Point Of View ◽  
Soviet Society ◽  
Transfer Of Knowledge ◽  
Training Techniques ◽  
Negative Impacts ◽  
Research And Education ◽  
The Impact

Higher education has complex roles in society, the economy, and politics; it helps to transmit culture, transfer knowledge, and develop the personality of citizens. This diversity of roles is confronted with the limited resources that are related to the sources of financing, that is, students and their families, the national government, and local authorities, among others. The discussions related to the role of universities concern the economy of knowledge and the digital tools influencing education. The specific case of St. Petersburg universities simultaneously represents the impact of the deep socio-political transition from Soviet society to the liberal principles of a market economy, including the perception of higher education institutions as service sector companies. The services allowed by universities include research and training; however, from the consumer point of view, universities should create specific value: the increase of the intellectual components of human capital. These complex functions are interconnected. During 2017–2018, a survey in St. Petersburg was organised to ascertain the opinion of students, professors, and employers on the quality of education. The results of the survey demonstrate the impact of the exaggerated implementation of the liberal principles on education, both positive and negative. The positive effect is the renewing of content and innovative training techniques due to competition among universities. The negative impacts include the preference for popular disciplines and the opportunistic behavior of students that lose their passion for acquiring knowledge and choose instead the passive attitude of consumers of a competitive service. They are less interested in the sphere of their studies, in searching for a job, in the interaction with other social and economic actors, and even in the research and education options presented by the universities.

Reversing the tide of sport globalization from west to east? Examining consumer demand for table tennis clubs in the U.S.

2018 ◽  
Vol 19 (2) ◽  
pp. 217-235
Author(s):  
Yi Zhang ◽  
Minkil Kim ◽  
Jerred Junqi Wang ◽  
Brenda Pitts
Keyword(s):  
Consumer Satisfaction ◽  
Consumer Demand ◽  
Positive Impact ◽  
Perceived Value ◽  
Table Tennis ◽  
Market Demand ◽  
Content Type ◽  
The North ◽  
The Usa ◽  
The Impact

Purpose By using table tennis as an example and conducting an in-depth investigation into the impact of market demand factors on membership consumption of table tennis club members in the USA, the purpose of this paper is to illustrate the opportunities and marketing efforts needed for Asian sports to survive and thrive in North America, in which consumer demand factors assessing core program features of table tennis clubs were found to be very influential of cognitive, affective, and behavioral consumptions of table tennis club members. Design/methodology/approach Through conducting a review of literature, observations of club operations, and interviews of club administrators and club members representing various table tennis clubs, a preliminary questionnaire was formulated for this study. The initial questionnaire was submitted to a panel of five experts, for a test of content validity. By incorporating their suggestions, editing was made to improve a number of the items in the questionnaire. Data collection took place in two national table tennis tournaments, two local tournaments, and six table tennis clubs. Procedures in SPSS 19.0 (SPSS, 2009) and Mplus 5.21 were carried out for data analyses. Findings The findings of this study are that market demand factors would be significantly related to consumer perceived benefits and perceived value, and in turn related to consumer satisfaction of table tennis club membership. The market demand factors had a positive impact on perceived value and benefits confirmed the theoretical framework and previous research findings, which also made a practical sense that a table tennis club needs to offer product features and meet expectations of its current and potential members in order to enhance program value and benefits perceived by its members. Originality/value The past two decades have marked the speediest rise of a globalized sport production and consumption trend. In an era of globalized sport marketplace, sports have become a business commodity to meet the needs of commerce. For an Asian sport to penetrate into the North American marketplace as table tennis has done, it would be wise to develop regional network, strategies, product, and promotions. It is expected that table tennis as a popular Asian sport will continue being spread to other parts of the world; thus, the findings of this study have potential relevance to promoting table tennis globally.

Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty

2019 ◽  
Vol 11 (4) ◽  
pp. 576-587 ◽  
Author(s):  
Ιoannis Tzavlopoulos ◽  
Katerina Gotzamani ◽  
Andreas Andronikidis ◽  
Chris Vassiliadis
Keyword(s):  
Path Analysis ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Perceived Value ◽  
Perceived Quality ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
The Impact

Purpose The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for active companies in the industry. The purpose of this paper is to investigate the quality in e-commerce and to examine the relationships developed among its individual dimensions and satisfaction, perceived value, perceived risk and customer loyalty. Design/methodology/approach Initially, exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk and loyalty. The effect of the factors that make up perceived quality of e-services on customer value, satisfaction, risk and loyalty was examined by using OLS regression analysis. Likewise, path analysis was applied to confirm the impact of perceived quality on total consumer satisfaction, perceived value and loyalty, utilizing perceived risk as a moderating variable. Findings The authors found that quality overall has a positive and statistically significant relationship with perceived value, satisfaction and loyalty and negative with perceived risk. From the individual dimensions of quality, it has been found that ease of use of websites, design, responsiveness and security lead to increased levels of perceived value, while ease of use, responsiveness and personalization lead to an increase in the overall satisfaction of consumers. Overall, it has been documented that high levels of quality lead to higher satisfaction and perceived value, mitigating perceived risk and positively impacting the adoption of desirable consumer behaviors as reflected in customer loyalty. Research limitations/implications In this respect, future research in the field of e-commerce can examine the quality of the respective electronic services taking into account different product and business categories. In addition, the future research can focus on the impact of high satisfaction, perceived value and customer loyalty on various sizes of business performance, including sales, market share, competitiveness, financial efficiency and sustainability. Practical implications Given the clear relationship between quality, perceived value and satisfaction, e-commerce businesses have the potential to benefit significantly from improvements in the quality of their services, as this leads to increased levels of perceived value, high level of satisfaction and hence enhanced customer loyalty, which is in turn reflected in increased sales, positive word-of-mouth, improved reputation and brand loyalty. In this way, e-businesses will be able to improve their financial position, achieve higher market shares, maintain their competitive advantage, attract new development resources and become sustainable on a long-term basis. Social implications Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers perceive as important for quality, are critical. Originality/value The concepts of quality, perceived value, risk, satisfaction and loyalty are considered to be interlinked in both traditional consumer research and e-commerce, as high levels of perceived quality are believed to lead to positive assessments of the cost-benefit and, hence, the perceived value (Cronin et al., 2000; Sweeney and Soutar, 2001; Korda and Snoj, 2010) and loyalty. In this context, this study attempted to study the relationship of these five variables, through both regression and path analysis, resulting in similar results. According to the findings of the study, perceived quality of website services has a positive and statistically significant impact on perceived value, satisfaction and an opposite effect on perceived risk, while the last is mitigating variable for and loyalty.

scholarly journals The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

2020 ◽  
Vol 24 ◽  
Author(s):  
Rajiv Kumar ◽  
Amit Sachan ◽  
Ritu Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Perceived Value ◽  
Internet Banking ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
The Impact ◽  
The Relationship

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer’s perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

scholarly journals The Impact of Marketing Mix on Perceived Value, Destination Image and Loyalty of Tourists (Case Study: Khalkhal City, Iran)

2017 ◽  
Vol 11 (11) ◽  
pp. 96 ◽  
Author(s):  
Saeideh Esmaili ◽  
Nafiseh Rezaei ◽  
Reza Abbasi ◽  
Samane Eskandari
Keyword(s):  
Linear Regression Analysis ◽  
Perceived Value ◽  
Perceived Quality ◽  
Marketing Mix ◽  
Destination Image ◽  
Product Pricing ◽  
Place Promotion ◽  
The Impact ◽  
The Relationship

This study examines the relationship between marketing mix with loyalty, perceived value, perceived quality and destination image. This is an applied descriptive study the aim of which is to determine the impact of marketing mix of services (Product, Pricing, Place, Promotion, People, Process and Physical Evidence) on perceived quality, loyalty, perceived value and destination image of the tourists in Khalkhal city, Iran. Population of the study included all the tourists visiting Khalkhal city from among whom 385 respondents participated in this study. A questionnaire was used for data collection. The conceptual model was analyzed based on linear regression analysis in SPSS software and model fitness was analyzed using LISERL software. Cronbach’s alpha of the questionnaire was equal to 0.791 that is higher than 0.7 and so reliability of the questionnaire was acceptable. Findings of the study showed that promotion, people and physical evidences had the highest effect on perceived value, destination image and perceived quality. Finally, some suggestions were provided for the managers of the tourism destinations to improve the perceived value and quality and also develop a proper destination image.

scholarly journals The Impact Analysis of Features and Perceived Quality on Consumer Satisfaction of Samsung Mobile Phones in Makassar City

2021 ◽  
Vol 4 (1) ◽  
pp. 1537-1544
Author(s):  
Dadah Muliansyah ◽  
Yoyok Cahyono ◽  
Ade Onny Siagian
Keyword(s):  
Mobile Phones ◽  
Consumer Satisfaction ◽  
Impact Analysis ◽  
Perceived Quality ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Statistical Data Analysis ◽  
Mobile Consumer ◽  
The Impact ◽  
Positive Effect

This study aims to determine whether Features and Perceived quality affect Samsung Mobile Consumer satisfaction in Makassar City. The population in this study are consumers who use Samsung mobile phones in Makassar City. Based on the research results, the regression equation is obtained as follows Y = 5.308 +0.389 X1 + 0.321 X2. Based on statistical data analysis, each indicator in this study is valid and the variables are reliable. In testing the classical assumptions, the regression model is multicolonierity free, heteroscedasticity does not occur, and is normally distributed. The results of hypothesis testing, namely the T test results prove that all independent variables, namely Features and Perceived Quality, have a positive effect on Consumer satisfaction on Samsung Mobile Phones in Makassar City and the F test shows that features and perceived quality simultaneously have a significant effect on Consumer satisfaction, with a calculated F value of 13.976 with a significance of 0.000 <0.05. The coefficient of determination R square is 0.536. This means that 53.6% of consumer satisfaction is influenced by the features and perceived quality variables, the remaining 45.3% is influenced by other variables. The coefficient of determination for R square is 0.536. This means that 53.6% of consumer satisfaction is influenced by the features and perceived quality variables, the remaining 45.3% is influenced by other variables. The coefficient of determination for R square is 0.536. This means that 53.6% of consumer satisfaction is influenced by the features variable and perceived quality, the remaining 45.3% is influenced by other variables.

scholarly journals INTERPRETASI KEPERCAYAAN DEBITUR KKM CENTRAL SANTOSA FINANCE CABANG SURABAYA

BISMA ◽  
2019 ◽  
Vol 13 (2) ◽  
pp. 78
Author(s):  
Wilma Cordelia Izaak ◽  
Hesty Prima Rini
Keyword(s):  
Consumer Satisfaction ◽  
Perceived Value ◽  
Sampling Technique ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Customer Trust ◽  
Positive Effect ◽  
Pls Method

The purpose of this study is to analyze and interpret the effect of perceived quality and perceived value on consumer satisfaction and loyalty. The research sample was taken using a purposive sampling technique with the sample consisting of 67 debtors of motorbike ownership credit at the Central Santosa Finance Surabaya. The research data were analyzed using Partial Least Square (PLS) method. The results showed that perceived quality had a significant positive effect on loyalty through satisfaction, and perceived value had a significant positive effect on loyalty, both directly and indirectly through satisfaction. However, perceived quality did not have a direct effect on loyalty. These results implied that the company should continuously improve its service quality to maintain customer trust, satisfaction, and loyalty. Keywords: loyalty, perceived quality, perceived value, satisfaction.  

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tat-Huei Cham ◽  
Jun-Hwa Cheah ◽  
Hiram Ting ◽  
Mumtaz Ali Memon
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Behavioural Intention ◽  
Destination Image ◽  
Related Factors ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship

PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

Impacts of the perceived quality by consumers’ of à la carte restaurants on their attitudes and behavioural intentions

2019 ◽  
Vol 32 (2) ◽  
pp. 301-321 ◽  
Author(s):  
Gustavo Quiroga Souki ◽  
Luiz Marcelo Antonialli ◽  
Álvaro Alexandre da Silveira Barbosa ◽  
Alessandro Silva Oliveira
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Factors ◽  
Content Type ◽  
Behavioural Intentions ◽  
Restaurant Managers ◽  
The Impact ◽  
A La Carte

Purpose À la carte restaurants have faced increasing challenges in meeting the needs and desires of new food consumers. The purpose of this paper is to propose and test a model for evaluating the consumers’ perceived quality of à la carte restaurants and to review the impact on their attitudes and behavioural intentions. Design/methodology/approach A survey was conducted with 508 university students in Brazil, and the data were analysed using structural equation modelling (SEM). Findings The results showed that global perceived quality (GPQ), which is a multidimensional construct with nine dimensions, directly impacted emotions, the satisfaction and perceived value by consumers. This satisfaction positively affected word-of-mouth (WOM) communication and the propensity for loyalty. Price did not have a statistically significant impact on customer satisfaction. Originality/value This paper, based on the structural model herein proposed and tested, is the most complete of all available articles in the literature about à la carte restaurants, as this study contemplates a greater number of perceived quality factors. In addition, both tangible and intangible perceived quality factors were included in this tested model, which goes beyond what is typically contemplated in other such. Moreover, none of the existing articles in the existing literature simultaneously observed the relationship between perceived quality, positive and negative emotions, price, perceived value, satisfaction, WOM communication and propensity to loyalty. Finally, the questionnaire developed in this study could be used both by academics in future studies and by restaurant managers.

scholarly journals Pilot Study to Reduce Added Salt on a University Canteen through the Use of an Innovative Dosage Equipment

Foods ◽  
2022 ◽  
Vol 11 (2) ◽  
pp. 149
Author(s):  
Ana Patrícia Faria ◽  
Patrícia Padrão ◽  
Olívia Pinho ◽  
Tânia Silva-Santos ◽  
Luís Oliveira ◽  
...  
Keyword(s):  
Food Waste ◽  
Consumer Satisfaction ◽  
Atomic Emission ◽  
Public University ◽  
Second Step ◽  
Consumer Acceptability ◽  
Good Strategy ◽  
Practical Application ◽  
The Impact ◽  
Added Salt

Background: This study aims to demonstrate the practical application of an innovative easy-to-use equipment to dosage cooking salt, and evaluate the effectiveness in reducing 30% of the added salt in meals and the impact on consumer’s satisfaction and food waste. Methods: Two canteens from one public university where randomized in one control arm and one intervention arm. The first step was to evaluate the salt added to food through atomic emission spectrophotometry in both canteens, and the second step was to perform gradual reductions of up to 30% of cooking salt in the intervention canteen using the Salt Control-C (SC-C) equipment. Consumer acceptability was assessed through satisfaction questionnaires and food waste was evaluated by weighing. Results: The intervention canteen achieved to a reduction of more than 30% of added salt in soup (−34.3% per 100 g), fish dish (−41.1% per 100 g) and meat dish (−48.0% per 100 g), except for the vegetarian dish (6.1% per 100 g). There was no decrease in consumer satisfaction, with a significant satisfaction increase of 15.7% (p = 0.044) regarding the flavor of the main dish. Also, no significant differences were found in food waste. Conclusions: SC-C seems to be effective in reducing 30% of added salt levels in canteen meals, and may be a good strategy to control and reach adequate levels of added salt in meals served outside-the-home, promoting benefits to the individual’s health.

Sign in / Sign up

Export Citation Format

Share Document