scholarly journals Multichannel search patterns and webrooming behaviours in the service industries: the case of motor insurance

2021 ◽  
Author(s):  
Tun-I Hu ◽  
Andrea Tracogna
Keyword(s):  
Service Quality ◽  
Multinomial Logistic Regression ◽  
Service Industries ◽  
Channel Choice ◽  
Personal Interaction ◽  
Search Patterns ◽  
Motor Insurance ◽  
Insurance Agent ◽  
Main Determinants ◽  
Offline Channels

AbstractThis article aims at analysing the empirical categories and the main determinants of channel choices in the contractualized individual services category, with particular reference to multichannel search patterns and webrooming behaviours, whereby customers search online but purchase offline (namely, at the service provider’s premises). Based on an international survey of motor insurance customers, a set of hypotheses on the determinants of customers’ shopping journeys, inclusive of search and purchase channel decisions, have been tested with a multinomial logistic regression. Our results show that channel choices—both relative to search and to purchase—are significantly influenced by the customer’s preference for personal interaction (which typically favours the personal, offline, channels); overall, the relevance of channel choice determinants differs in the different shopping phases: indeed, while the search patterns (mono vs. multiple; digital vs. personal) are mainly determined by the customer need for information and by her/his preference for shopping innovation and enjoyment, the purchase channel choices are mainly driven by the customer’s preference for service quality (personal purchase) and by his/her price consciousness (digital purchase). In particular, webrooming behaviours occur when a less price-conscious customer, after having actively explored multiple channels to satisfy the appetite for information, eventually prefers to purchase the service at the provider’s physical store (i.e. the insurance agent) to satisfy his/her preference for personal interaction and service quality. These results shed light on multichannel behaviours in service industries and may help providers better inform the retail strategies of contractualized individual services.

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

scholarly journals An application of retailing service quality practices influencing customer loyalty toward retailers

2017 ◽  
Vol 35 (7) ◽  
pp. 842-857 ◽  
Author(s):  
Achchuthan Sivapalan ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Measurement Model ◽  
Cross Sectional ◽  
Content Type ◽  
Customer Base ◽  
Quality Practices ◽  
Personal Interaction ◽  
Loyal Customer ◽  
Favorable Evaluation

Purpose Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers. Design/methodology/approach The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses. Findings The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy. Research limitations/implications This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data. Practical implications Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs. Originality/value Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

scholarly journals Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

2016 ◽  
Vol 8 (6) ◽  
pp. 77 ◽  
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said M. Gattoufi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Operational Efficiency ◽  
Service Industries ◽  
Empirical Validation ◽  
Continuous Training ◽  
Telecom Service ◽  
The Impact

<p>A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.</p><p>The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.</p>

scholarly journals Perceptions and Adaptations to Climate Change in Southern Mali

2021 ◽  
Author(s):  
Tiémoko Soumaoro
Keyword(s):  
Climate Change ◽  
Logistic Regression ◽  
Educational Level ◽  
Multinomial Logistic Regression ◽  
Probit Model ◽  
Adaptation To Climate Change ◽  
Impact Of Climate Change ◽  
Main Determinants ◽  
The Impact

This study aims to determine the impact of climate change on market garden production in the extreme south of Mali through the perception and adaptation of market gardeners to climatic phenomena. The study used two models, namely the probit selection and Heckman results models and multinomial logistic regression, based on data collected from producers. A total of 194 producers were surveyed. The results of Heckman's probit model indicate that experience in agriculture and the educational level of the producers are the two main determinants of producers' perception and simultaneous adaptation to climate change. Among these variables agricultural experience is both positively and negatively correlated with perception.

Get connected with your Takaful representatives

2019 ◽  
Vol 11 (5) ◽  
pp. 1175-1200
Author(s):  
Mohsin Abdur Rehman ◽  
Ismah Osman ◽  
Khurram Aziz ◽  
Hannah Koh ◽  
Muhammad Awais
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Corporate Reputation ◽  
Cultural Context ◽  
Corporate Image ◽  
Service Industries ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact

Purpose Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further evaluated, along with these respective interactions. Design/methodology/approach A self-administered survey was conducted from 350 Malaysian customers of Takaful products and services. The purposive sampling was used to collect data from the existing customers of Takaful service operators in the Klang Valley, an area in Malaysia. The questionnaire was constructed through measures of PAKSERV for service quality, as well as other measures related to relationship marketing and other constructs in this study. Structured equation modeling was used in the analysis of data. Findings The current study is the first one of its kind to examine perceptions of customers of relationship marketing and service quality as predictors of corporate image, which drives corporate reputation and ultimate customer loyalty from the perspective of the Takaful industry in Malaysia. Service quality dimensions (tangibility, reliability and personalization) and relationship marketing dimensions (Islamic ethical behavior and structural bond) positively influence corporate image of the Takaful organizations. Moreover, customer loyalty can be predicted, mainly through corporate reputation as well as corporate image. Research limitations/implications The present study is focused on the existing Malaysian Takaful customers as the population frame. Accordingly, future research studies may evaluate the same model, but perhaps in another different cultural context where the Takaful industry can grow and expand in other countries, including Saudi Arabia, Sudan and Pakistan. More importantly, the same variables may be verified to different service industries in future studies, especially those constructs related to relationship marketing because many products and services at present can be attained without face-to-face interactions through online transactions without having brick and mortar businesses. Practical implications It is important for Takaful service operators to focus on connecting the social and financial bonds to ensure the fulfilment of customers’ needs. They also need to improve the qualities related to tangibility, reliability and personalization to be able to increase their market share, especially in this present highly competitive market. Indeed, Takaful generally provides financial protection and risk management; nevertheless, the religious and ethical values need to be embraced in totality unlike conventional insurance, which has the element of gambling, uncertainty and the imposition of interest. Hence, this study aims to assist the Takaful operators toward achieving corporate reputation and apparently customer loyalty for them to remain relevant in this industry. Originality/value The model used in this study is based on the cultural context of Malaysia from the perspective of the Takaful industry. It attempts to explain customer loyalty through the incorporation of service quality and relationship marketing dimensions, where it is associated with the elements of the values of Islamic ethics especially in business transactions. More importantly, these dimensions were put together to identify its impact on corporate image, corporate reputation, and ultimately, customer loyalty, thus illustrating a distinct set of outcomes of the present study.

scholarly journals Measuring Internet Banking Service Quality in India: An Empirical Study

2014 ◽  
Vol 3 (1) ◽  
pp. 21-35
Author(s):  
Syed Shahzeb Saleem ◽  
Mohammad Adil
Keyword(s):  
Service Quality ◽  
Key Management ◽  
Internal Consistency Reliability ◽  
Internet Banking ◽  
Service Industries ◽  
Management Activity ◽  
Banking Service ◽  
Gender And Age ◽  
Significant Difference ◽  
Internet Banking Services

The measurement of Internet banking services is a key management activity that provides information necessary for making effective decisions, monitoring performance, and allocating resources effectively. In this context, the E-S-QUAL scale is widely used to measure service quality in various service industries. This study attempts to measure Internet banking service quality in India based on data collected from a sample of 274 respondents through nonprobability-based convenience sampling. In order to test the reliability of the scale and determine if there are significant differences between respondents’ demographic variables and factors related to E-S-QUAL, we employ Cronbach’s alpha (reliability test), the t-test, ANOVA, and correlation analysis. Our preliminary analysis indicates that, in terms of internal consistency/reliability, the E-S-QUAL (when applied to India) performs just as a scale measuring service quality should. The findings suggest there are no significant differences across respondents relating to gender and age, but there is a significant difference where income is concerned. There is a high and strong level of correlation between the factors of service quality.

scholarly journals PENGARUH INTERPERSONAL BASED MEDICAL SERVICE ENCOUNTERS TERHADAP SERVICE QUALITY , PATIENT SATISFACTION AND PATIENT TRUST

2016 ◽  
Vol 7 (1) ◽  
pp. 01
Author(s):  
Aprillia Rio Fathia
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Medical Service ◽  
Service Industries ◽  
Service Encounters ◽  
Analysis Tool ◽  
Quality Factors ◽  
Patient Trust ◽  
Care Clinic

<span><em>This study aimed to examine the effect of Interpersonal Based Medical Service Encounters on </em><span><em>Service Quality, Patient Satisfaction and Patient Trust. This study used a non-probability sampling </em><span><em>with purposive sampling technique in which 200 respondents experienced patients in the ARF </em><span><em>beauty care clinic and dental clinic serve as a sample. Analysis tool used is the method of data </em><span><em>analysis used in this study is a structural equation model (SEM) with the AMOS program uses.</em><br /><span><em>From the results of this research is that the factors that can drive the satisfaction of clinic attendees </em><span><em>are factors of service quality and service medical encounters need to consider these three to be </em><span><em>able to drive satisfaction patient. Service quality factors, gave the need for greater attention to </em><span><em>the factors courtesy of the staff to the patients in which this can be done by providing training and </em><span><em>guidance is also well to the staff, especially how to be nice and polite to the patient clinic. For </em><span><em>future studies it is advisable to increase the number of samples, variables used, and applied in</em><br /><span><em>other service industries</em><span>.<br /><strong><em>Keywords: </em><em>Interpersonal Encounters.Service Based Medical Service Quality, Patient Satisfaction,</em><br /><em>Patient Trust.</em></strong></span></span></span></span></span></span></span></span></span></span><br /></span></span></span>

How does employee commitment impact customers' attitudinal loyalty?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elizabeth Agyeiwaah ◽  
Frederick Dayour ◽  
(Joe) Yong Zhou
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Commitment ◽  
Quality Attributes ◽  
Equation Modeling ◽  
Technical Quality ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Personal Interaction ◽  
Hospitality And Tourism

PurposeStudies in hospitality and tourism have seldom investigated the role of employee commitment to building customers' attitudinal loyalty. This study examines the impact of employee commitment on customers' attitude-based loyalty. The study contributes to knowledge of how employees' affective attitude (i.e. employee commitment) impacts and mediates the relationships within this model by considering service quality attributes separately in the context of China's Greater Bay Area.Design/methodology/approachUsing a quantitative approach, 664 customers visiting hotels and tourist attractions within three cities of Hong Kong, Macau and Zhuhai were surveyed. A convenience sampling technique was employed to administer questionnaires within these contexts. A structural equation modeling (SEM) using AMOS software was used to test the relationships in the proposed model.FindingsThe results suggest that while service quality attributes have a different impact on employee commitment, employee commitment plays a response-predictor-mediator role in the attitudinal loyalty framework. For instance, personal interactions and technical quality are significant predictors of employee commitment. Employee commitment influences customer satisfaction and behavioral intentions. Moreover, employee commitment fully mediates the relationship between technical quality and customer satisfaction and partially mediates the association between personal interaction and customer satisfaction.Practical implicationsGiven that employee commitment could be derived from personal interaction with customers, hoteliers and destination management organizations should encourage customers through their websites to be responsive to employees by providing constructive feedback on their service delivery. Management of hotels, attractions and destinations need to motivate employees through incentives such as pay raise, bonuses, time-off and paid holidays.Originality/valueThe paper is inimitable in its attempt to extend the customer attitudinal loyalty debate by including employees' attitude (i.e. commitment) in the measurement of customers' attitudinal loyalty in the hospitality and tourism industry.

How Do Undergraduate Tourism Students Perceive the Service Quality in their Educational Institution? An Assessment Using the SERVQUAL Framework

2021 ◽  
Vol 12 (4) ◽  
pp. 1076
Author(s):  
Kevin FUCHS
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Service Sector ◽  
Educational Institution ◽  
Tourism Industry ◽  
Educational Process ◽  
Service Industries ◽  
Business World ◽  
Tourism Education

Tourism education is an important component and contributor to the tourism industry's global success, particularly as technology and innovation become more prevalent in the hospitality and tourism sectors around the world. Several studies have been conducted on student perceptions of tourism education and the tourism industry's long-term viability in the current and future environment. The importance of a capable, competent, passionate, and dedicated workforce in the service industries in general, and the tourism industry in particular, cannot be overstated. Related studies have also suggested that in the service sector, workers' optimistic attitudes about their work are critical for customer loyalty and satisfaction. Service quality and customer service are leading principles in the business world. Assessing educational service quality is important for encouraging and providing feedback on the effectiveness of educational plans and their execution as higher education institutions compete for competitive advantages and high service quality. In a number of universities, as well as further afield, monitoring student satisfaction with education quality has become an important part of the educational process. This study shows how to use the SERVQUAL system to measure student satisfaction in a more effective way.It entails the use of the SERVQUAL methodology to query and survey five factors related to student services. The proposed instrument was tested on 400 undergraduate tourism students at a large regional university in Thailand. The approach's utility in collecting tourism students' impressions, evaluating them, and reducing them to a form usable by management as an off-the-shelf service quality evaluation tool is demonstrated by rigorous study.

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