Service quality, perceived value, satisfaction and intention to pay

2017 ◽  
Vol 30 (2) ◽  
pp. 269-286 ◽  
Author(s):  
Beatriz Londoño ◽  
Yesica Prado ◽  
Viviana Salazar
Keyword(s):  
Service Quality ◽  
Latin American ◽  
Online Survey ◽  
Perceived Value ◽  
Structural Equations ◽  
Future Research ◽  
Validity And Reliability ◽  
Measurement Scales ◽  
Content Type ◽  
Latin American Region

Objective The purpose of this paper is to examine the relations between the concepts of service quality, perceived value, satisfaction and intention to pay in the context of theatrical services in the city of Medellín, Colombia. Design/methodology Quantitative research was carried out on a sample of 274 individuals who had attended the theatre at least once in the previous year. The information was gathered in October 2014 using an online survey. Confirmatory factor analysis was used to test the validity and reliability of the measurement scales, and a structural equations model was developed to test the hypotheses. Findings Satisfaction with overall service and with the central service (i.e. with the performance itself) was the major predictors of consumer intention to pay. Limitations/implications of the research Future research could replicate the analysis presented here for other cultural services and different geographical contexts. Practical implications Theatres should focus their efforts on offering a basic service (a theatrical presentation) that meets the cultural and artistic expectations of the public, but should also bear in mind that audiences expect to be treated well when they go out and want to feel comfortable. Originality/value This paper contributes to understand the factors that influence theatre clients’ intention to pay by taking into account the factors that affect satisfaction and perceived value of the theatregoing experience. It also contributes to academic reflections on the cultural consumption in the field of the theatrical arts in the Latin American region, where this is a new field of research.

Encouraging consumer loyalty: the role of family business in hospitality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cláudia Miranda Veloso ◽  
Daniela Magalhães ◽  
Bruno Barbosa Sousa ◽  
Cicero Eduardo Walter ◽  
Marco Valeri
Keyword(s):  
Service Quality ◽  
Family Business ◽  
Structural Equation ◽  
Perceived Value ◽  
Structural Equations ◽  
Family Businesses ◽  
Corporate Image ◽  
Consumer Loyalty ◽  
Content Type ◽  
Guest Satisfaction

PurposeThe aim of this paper is to understand the importance of consumer loyalty in the specific context of Hotel Family Business. This study proposes a conceptual model to examine how perceived service quality and corporate social responsibility (SCR) influence guest satisfaction and loyalty, and also how they relate to corporate image, perceived value and price.Design/methodology/approachThrough the structural equation model (SEM), a research model was proposed to examine SQ and CSR affect satisfaction and loyalty to the Douro Family Hotel and also, how they interact with corporate image, perceived value and price. The main purpose is to analyse the drivers of guest loyalty and its importance for the development and sustainability of family hotels in Douro (Portugal).FindingsThe results of the study indicate that CSR and SQ perceived by the guest have a direct and positive effect on guest satisfaction and loyalty to Douro family hotels. These variables are also determinants of the perceived value, corporate image and price.Research limitations/implicationsThe sample is restricted and obtained by the convenience technique, but with sufficient size for the application of the structural equations model. However, the results obtained cannot be generalised to all hotels or contexts, as they only reflect information on family hotels in the Douro.Practical implicationsFamily businesses are a substantial share of the European economy, from the industrial sector to the services industry, including also hospitality. In Portugal, family businesses likewise play a key role, both in terms of wealth creation and job creation.Originality/valueThese findings provide knowledge to family hotels on how they should implement a CSR policy that promotes service quality, corporate image and guest satisfaction, and therefore their loyalty and the competitiveness of the family hotel business.

A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan

2019 ◽  
Vol 14 (4) ◽  
pp. 639-667 ◽  
Author(s):  
Bushra K. Mahadin ◽  
Mamoun N. Akroush
Keyword(s):  
Service Quality ◽  
Consumer Behaviour ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Future Research ◽  
Islamic Banking ◽  
Decision Making Process ◽  
Islamic Banks ◽  
Content Type ◽  
Factors Affecting

PurposeThe purpose of this paper is to identify factors affecting word-of-mouth (WOM) towards Islamic Banking (IB) in Jordan through understanding the roles of service quality and perceived value.Design/methodology/approachA self-administered survey was hand-delivered to the targeted sample of Islamic banks customers in Jordan. The authors delivered 400 questionnaires to customers from which 352 were deemed valid for the analysis. Exploratory and confirmatory factor analyses were performed to assess the research constructs validity and composite reliability. Structural path analysis was also used to test the research model and hypothesised relationships between the variables.FindingsService quality has a positive and significant effect on perceived value and WOM towards IB. Convenience has a positive and significant effect on perceived value. Finally, perceived value has a positive and significant effect on WOM towards IB. Service quality exerted the strongest effect on perceived value and WOM. Also, 38 per cent of variation in perceived value was caused by religious motives, service quality and convenience path, whereas 34 per cent of variation in WOM towards IB was caused by perceived value, service quality and convenience path.Research limitations/implicationsFuture research needs to investigate other factors that may affect customers’ WOM concerning IB such as perceived bank image, trust and subjective norms. Future research should investigate other dimensions of perceived value such as social, psychological, emotional, sacrifice value and product values and how they affect WOM. From an international marketing standpoint, comparative studies between Jordanian and non-Jordanian Islamic customers are potential areas of future research for international marketing strategies and cross-cultural consumer behaviour analysis.Practical implicationsThe paper identifies the determinants of WOM towards IB. Managers should focus on executing service quality strategies customised towards IB. Convenience is a major driver of perceived value and, then, WOM towards IB. Managers need to focus on key marketing messages that enhance religious motives in customers’ minds and hearts; however, attracting new customers and retaining the current ones depend on the perceived benefits in the areas of service quality, convenience and several value aspects.Originality/valueThis study is the first of its kind to test a model of WOM determinants in IB in Jordan. The study is thought to have made a reasonable contribution to consumer behaviour literature and, specifically, for decision-making process through developing and testing a model of WOM determinants towards IB. The study offers CEOs and marketing managers of Islamic banks new insights into the determinants of WOM and how they contribute to consumers’ decision-making process and attitudes to achieve the intended behavioural outcomes towards IB, which were not available at their hands before. These empirical findings are crucial inputs for marketing strategy formulation and implementation.

Validity and reliability of the questionnaire that evaluates factors associated with perceived environmental behavior and perceived ecological purchasing behavior in Peruvian consumers

2019 ◽  
Vol 16 (3) ◽  
pp. 403-417 ◽  
Author(s):  
Dennis Lopez-Odar ◽  
Aldo Alvarez-Risco ◽  
Aristides Vara-Horna ◽  
Raquel Chafloque-Cespedes ◽  
M. Chandra Sekar
Keyword(s):  
Social Influence ◽  
Discriminant Validity ◽  
Environmental Behavior ◽  
Structural Equations ◽  
Future Research ◽  
Purchasing Behavior ◽  
Environmental Identity ◽  
Validity And Reliability ◽  
Content Type ◽  
Metric Properties

Purpose The purpose of this study is to determine the metric properties of a questionnaire that evaluates environmental and ecological purchasing behavior, environmental personal norms, environmental identity and environmental social influence. Design/methodology/approach The validity and reliability of the scales of the questionnaires were determined in a sample of 2445 consumers from Lima (Peru), selected through non-probabilistic sampling by quotas and by factorial analysis based on Classical Theory of Tests (CTT) and Structural Equations of Variance with Partial Least Squares (SEM-PLS). Findings The results support the construct and discriminant validity of the instrument, as well as the internal consistency of all the subscales (Cronbach’s alpha between 0.662 and 0.8887 – composite reliability between 0.815 and 0.917). Research limitations/implications Customers evaluated were only from Lima city. It would be important to evaluate, in future research, customers from other cities in Peru. Practical implications Although a large number of instruments have been designed, not all are based on integral theoretical models, and their metric properties were determined with methodological criteria that restrict their applicability. Therefore, there is a need to have valid and reliable instruments for the identification of environmental behavior and ecological purchasing. Social implications This “new questionnaire” integrates the exploration of environmental behavior and ecological purchasing, along with the measurement of personal environmental norms, environmental identity and the social influence received from peers and teachers, to provide a comprehensive picture of the consumer behavior. Originality/value This research constitutes a theoretical and practical contribution to the understanding and evaluation of ecological behavior and some of its associated factors. Its main contribution is the adaptation of this instrument to the Peruvian context and the validation of an instrument that evaluates environmental and ecological purchasing behavior, personal environmental standards, environmental identity and environmental social influence.

scholarly journals role of customer satisfaction in mediating the influence of service quality and perceived value on brand loyalty

2021 ◽  
Vol 8 (3) ◽  
pp. 315-328
Author(s):  
Anak Agung Diah Tarama Devi ◽  
Ni Nyoman Kerti Yasa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Practical Implication ◽  
Perceived Value ◽  
Equation Model ◽  
Added Value ◽  
Future Research ◽  
Validity And Reliability

The study investigates how service quality and perceived value influence brand loyalty of Lion Air customers in Denpasar and how these relationships are mediated by customer satisfaction. The research was conducted in Denpasar, Bali. Sample size of 128 respondents was collected through a questionnaire and has been tested for its validity and reliability. The analysis technique used is Structural Equation Model (SEM) and using Smart PLS 3.0. The results showed that service quality, perceived value and customer satisfaction had a positive and significant effect on brand loyalty of Lion Air customers in Denpasar. Another result is that customer satisfaction is able to partially mediate the relationship between service quality and perceived value with brand loyalty of Lion Air customers in Denpasar. This research is expected to be empirical evidence for future research and be able to enrich the development of marketing management science related to service quality, perceived value, customer satisfaction and brand loyalty. The practical implication in this research is that Lion Air customer loyalty can be created when consumers feel that the quality of service provided by Lion Air meets their expectations, feels added value when using Lion Air, and feels right and satisfied when using Lion Air.

Electronic service quality (e-SQ) measurement: a cross-functional review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sunil Nandankar ◽  
Amit Sachan ◽  
Arindam Mukherjee ◽  
Arnab Adhikari
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Information Quality ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Future Research ◽  
Functional Domains ◽  
Validity And Reliability ◽  
Content Type ◽  
Electronic Service

PurposeAlthough comprehensive work has been conducted in several scholarly journals in electronic service quality (e-SQ) measurement, there has been no cross-functional review of these studies. The majority of the review studies focus on e-SQ assessment in the field of electronic retail. This paper explores and synthesizes e-SQ evaluation work across the various functional domains in the last two decades and maps critical methodological challenges. It further classifies the dimensions used by researchers in six broad categories for better comprehension.Design/methodology/approachTo analyze and appreciate past e-SQ measurement research, a content assessment of the 50 most relevant research papers from various functional domains drawn from prestigious repositories was undertaken.FindingsThe results indicate shortcomings noticed in methodological issues in the e-SQ measurement research like research approaches, data analysis procedures, sampling methods, generation and purification of items, validity and reliability assessment, and dimensionality analysis. It further reveals that though e-SQ is multi-dimensional and context-specific, dimensions like content/information quality, website design, ease of use/usability, efficiency, security/and privacy, responsiveness, reliability, customer service, trust and fulfillment have been consistently cited in the reviewed studies across the various functional domains.Originality/valueAn assessment of 50 publications over the past 2 decades identifies key areas of concern in the existing research on e-SQ measurement in various functional domains for scholars and professionals. This study also provides a unique categorization of e-SQ dimensions used in various functional domains and has the potential to guide future research.

Survival mode: how Latin American family firms are coping with the pandemic

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Edgar Rogelio Ramírez-Solís ◽  
Maria Fonseca ◽  
Fernando Sandoval-Arzaga ◽  
Ernesto Amoros
Keyword(s):  
Latin America ◽  
Latin American ◽  
Online Survey ◽  
Family Firms ◽  
Family Businesses ◽  
Future Research ◽  
Special Focus ◽  
Content Type ◽  
June July ◽  
Family Entrepreneurship

Purpose The main objective of this manuscript is to describe the current situation of a sample of family business and their response to COVID-19 pandemic. This exploratory study analyzes a series of challenges faced by this type of firm in Latin America. This study puts special focus on how the pandemic is impacting transgenerational and family entrepreneurship and the sense of legacy in family businesses. Design/methodology/approach The authors performed an online survey during June–July 2020. The survey includes 20 questions to owners or executives of family businesses about how they had been facing the onslaught of the COVID-19 pandemic in their companies. The authors received 194 valid respondents from firms that have their headquarters in Mexico, Colombia, Venezuela, Peru, Chile and other Latin American countries. Findings The empirical analysis shows that family firms in Latin America have managed to survive and stay current through family entrepreneurship, protecting their heritage and relying on legacy. Out of four main competencies, “family entrepreneurship” was the most important on which business families relied to face this crisis. Research limitations/implications The authors were able to gather information from just under 300 participants. However, the authors decided to take into account only those complete responses in the survey, so the present analysis was carried out on the valid sample of 194 respondents. Practical implications The results of this study show that business families have managed to survive and stay current through family entrepreneurship, protecting their heritage and relying on legacy. Strategic leadership and intergenerational dynamics alone are not enough to face this crisis. Social implications Family firms, like other companies, have shifted their mindset over the last months from “how can we grow” to “how can we survive”. Consequently, what competencies are necessary to develop so that family businesses can cope with this and the following crises? How are Mexico and Latin America’s family-owned businesses navigating the economic disruptions resulting from COVID-19? This paper explores the role of family firms in the wake of the COVID-19 outbreak. Originality/value This study provides an overview of the coping mechanisms that some family businesses are implementing to overcome the challenges during the pandemic, putting focus on the specific context of Latin America. Family businesses represent approximately 60% of the region’s GDP, so their survival is completely relevant in terms of not only economic impact but also social development. Future research and implications are discussed.

scholarly journals A scale for measuring perceived bureaucratic readiness for smart cities in Indonesia

2019 ◽  
Vol 22 (1) ◽  
pp. 25-39 ◽  
Author(s):  
Arif Budy Pratama ◽  
Satria Aji Imawan
Keyword(s):  
Smart City ◽  
Online Survey ◽  
Assessment Tool ◽  
Smart Cities ◽  
Qualitative Interviews ◽  
City Government ◽  
Future Research ◽  
Validity And Reliability ◽  
Content Type ◽  
Government Bureaucracy

Purpose The purpose of this paper is to develop and validate a scale for measuring perceived bureaucratic readiness for smart city initiatives. Design/methodology/approach The present study employs a mixed method approach to achieve its research objectives. An exploratory study, consisting of literature review and qualitative interviews with key informants, was conducted to develop an initial instrument for measuring bureaucratic readiness. An online survey of 40 civil servants involved in smart city programmes in the Yogyakarta City government was then administered to test the instrument’s validity and reliability. Findings Perceived bureaucratic readiness can be measured through four dimensions: commitment of the upper echelons, legal support, information technology resources and governance. Research limitations/implications The proposed scale provides an alternative instrument for measuring perceived bureaucratic readiness for smart city initiatives. However, as data were only derived from one city government, they are relatively small in scope. Future research can be conducted for generalisation by replicating this study in other cities, thereby measuring its effectiveness in other contexts and settings. Practical implications This study not only provides a better understanding of bureaucratic readiness for smart city initiatives, but also proposes an assessment tool as a practical means of assessing bureaucratic readiness. The quantification of readiness is beneficial to putting smart city programmes into practice, as it allows smart city managers to assess the internal bureaucracy’s level of readiness. It also allows managers to mitigate and further policy agendas and thereby improve the bureaucracy’s support for smart city programmes. Originality/value Literature sometimes underestimates the role of bureaucracy in smart city implementation while overly stressing stakeholders, vendors and technology. This paper attempts to contribute to smart city research by reaching beyond the technological perspective and focusing on local government bureaucracy. None of the extant literature provides a scale for measuring bureaucratic readiness. The study thus proposes a systematic way to develop a means of measuring perceived bureaucratic readiness for smart city programmes.

CSR influence on hotel brand image and loyalty

2014 ◽  
Vol 27 (2) ◽  
pp. 267-283 ◽  
Author(s):  
Patricia Martínez ◽  
Andrea Pérez ◽  
Ignacio Rodríguez del Bosque
Keyword(s):  
Latin American ◽  
Brand Loyalty ◽  
Brand Image ◽  
Explanatory Power ◽  
Structural Equations ◽  
Tourism Industry ◽  
Future Research ◽  
Content Type ◽  
New Variables ◽  
Hotel Managers

Purpose The purpose of this paper is to investigate the influence of corporate social responsibility (CSR) on brand image and loyalty in the hotel industry. Design/methodology/approach A reflective structural equations model was developed to test the research hypothesis. The study was tested using data collected from a sample of Spanish consumers who assessed the top ten Spanish hotel chains operating in the Latin American context. Findings The role of CSR as a tool to generate both functional and affective brand image, and loyalty was confirmed. CSR has a greater influence on the affective dimension of brand image, whereas functional image has a greater influence on brand loyalty. Furthermore, CSR can be seen as having a direct positive effect on brand loyalty. Research limitations/implications It is necessary to extend this study to other subsectors in the tourism industry and to other Latin American countries. Future research should measure CSR as a formative construct to provide a greater consensus regarding the measurement of this topic. Moreover, the inclusion of new variables in the model would increase its explanatory power. Originality/value The principal contribution of this paper is that it provides important insights into the development of efficient strategies to enhance brand image and loyalty through CSR. Findings from this study may be of importance for hotel managers and directors when developing more effective branding strategies.

Synthesizing moderate upscale restaurant patrons’ dining experiences

2018 ◽  
Vol 30 (3) ◽  
pp. 627-651 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Zurinawati Mohi ◽  
Xuedong Li ◽  
Baiding Hu
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hierarchical Model ◽  
Positive Impact ◽  
Perceived Value ◽  
Structural Equations ◽  
Third Order ◽  
Content Type ◽  
Behavioural Intentions

PurposeThe purpose of this paper is to develop and test a comprehensive hierarchical model of the interrelationships among five higher order marketing constructs (service quality, customer satisfaction, perceived value, restaurant image and behavioural intentions) for moderate upscale restaurants in Malaysia. A third order conceptualisation of service quality is also included in the empirical analysis.Design/methodology/approachThe data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equations.FindingsService quality, customer satisfaction and restaurant image all have a strong, positive impact on the behavioural intentions of moderate upscale restaurant patrons. Service quality, perceived value and restaurant image are also important determinants of customer satisfaction. Behavioural intentions to re-patronise a restaurant and recommend it to friends are influenced more strongly by restaurant image than by customer satisfaction. Three primary dimensions and ten pertaining sub-dimensions are modelled in the third order conceptualisation of service quality. The primary and sub-dimensions also vary in importance amongst the customers in the sampling frame.Originality/valueThis is the first empirical research that develops and tests a comprehensive hierarchical model for moderate upscale restaurants to provide a complete and integrative analysis of a service setting. The interrelationships among service quality, customer satisfaction, perceived value restaurant image and behavioural intentions are assessed. A third order conceptualisations of service quality is also included in the modelling framework.

Experiential marketing, social judgements, and customer shopping experience in emerging markets

2019 ◽  
Vol 31 (2) ◽  
pp. 499-515 ◽  
Author(s):  
Ali Ihtiyar ◽  
Mehmet Barut ◽  
Hatice Gulsah Ihtiyar
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Future Research ◽  
Validity And Reliability ◽  
Experiential Marketing ◽  
Content Type ◽  
Social Judgement

Purpose The purpose of this paper is to examine the influence of experiential marketing modules, service quality and social judgement on experiential values of young customers. The paper also investigates the effects of experiential values on customer satisfaction (CS) and post-purchasing behaviour. In addition, the paper intends to strengthen the shift in marketing paradigm and to provide insightful enhancements to the literature. Design/methodology/approach An instrument was developed to measure how strategic experiential module (Schmitt, 1999), social judgement module (Rosenberg et al., 1968) and service quality perceptions of customers influence functional and emotional values. Primary data were gathered through surveying 402 respondents in order to diagnose young customers’ experiences in popular coffee stores in Phnom Penh, Cambodia. The constructs and their interrelationships were examined based on partial least square-structural equation modelling (PLS-SEM). Findings The results of PLS-SEM were found to be adequate in terms of validity and reliability. The results revealed that some of experiential modules and service quality have positive stimuli on experiential values. These contributions postulate an impetus for potential exploration in numerous service settings. Originality/value The study assesses the effect of shopping experiences of young customers on experiential values, social judgement, CS and post-purchase shopping attitudes. It is anticipated that by filling this gap, this study will assist in strengthening marketing strategies, which requires an alteration in the existing business atmosphere. The suggestions and results for future research are discussed in detail accordingly.

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