Measuring quality perception in electronic commerce

2016 ◽  
Vol 116 (9) ◽  
pp. 1946-1966 ◽  
Author(s):  
Ildikó Kemény ◽  
Judit Simon ◽  
Ákos Nagy ◽  
Krisztián Szucs
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Latent Variable ◽  
Quality Measurement ◽  
Developed Countries ◽  
Research Field ◽  
Content Type ◽  
Quality Perception ◽  
Relationship Of ◽  
The Relationship

Purpose The perceived electronic-service quality (e-SQ) has become a relevant research area, not only in developed but also in smaller, less-developed countries. The purpose of this paper is to provide a description of an analysis into the relationship of the dimensions of perceived e-SQ and satisfaction as well as WOM intention in case of an online bookstore in Hungary where technical development and internet penetration is emerging; however, it is developing from an economic perspective. Beyond this a potential segmentation is introduced in the Hungarian market. Design/methodology/approach The direct effect of perceived e-SQ’s dimensions on satisfaction and on traditional WOM were analysed using the PLS-SEM method, which was followed by the segmentation approach. The paper also demonstrates differences of the identified consumer segments, using multivariate analysis of variance. Findings According to the research only the dimension of efficiency and responsiveness have a significant positive effect on satisfaction, and beside these the quality perception of fulfilment has a significant influence on WOM intention. Using the relevant latent variable scores segmentation was conducted and four clusters were identified. Originality/value Due to peculiarities of e-services, quality measurement needs a constant revision and adoption. Extent amount of research has been dedicated to analyse the relationship of quality and satisfaction, but the direct effect of relevant quality dimensions on word-of-mouth intention is a new research field. Segmenting customers based on latent variable scores of the proposed model has not been conducted before in case of an online bookstore in Hungary. According to the results the evaluation of the technology-based components has the greatest effect on satisfaction and WOM intention. However, web-shops managers should focus not only on online characteristics but also on offline, human-based interactions and the service quality of their delivery partners.

Cause Related Marketing and Customer Value: The Role of Service Quality and Perceived Risk as Mediators

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Shelleka Gupta ◽  
Alka Sharma ◽  
Aubid Hussain Parrey
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Direct Effect ◽  
Perceived Risk ◽  
Customer Value ◽  
Research Study ◽  
Cause Related Marketing ◽  
Relationship Of ◽  
The Relationship

The present research paper is an attempt to understand the role of mediating variables in the relationship of cause related marketing and customer Value. Based on the literature review, the role of service quality and perceived risk as mediators has been analysed in depth. The data for the study has been collected from mobile subscribers of the select telecom companies that were running cause campaigns. The results of the research showed higher total effect than direct effect, which signalled the role of mediators in the relationship of cause related marketing and customer value. Furthermore it is evident from the analysis that service quality has a direct and significant impact on the relationship of Cause related marketing and customer value, as compared to the perceived risk. This research study emphasizes the role of Cause Related Marketing in enhancing customer value via service quality.

Interdependence and contagion in the period of crisis

2019 ◽  
Vol 14 (5) ◽  
pp. 1013-1031
Author(s):  
Carolina Macagnani dos Santos ◽  
Luiz Eduardo Gaio ◽  
Tabajara Pimenta Junior ◽  
Eduardo Garbes Cicconi
Keyword(s):  
Emerging Markets ◽  
Developed Countries ◽  
Main Hypothesis ◽  
Content Type ◽  
Brics Countries ◽  
Causality Tests ◽  
Relationship Of ◽  
Stock Indexes ◽  
The Relationship ◽  
Auto Regression

Purpose The purpose of this paper is to investigate whether the relationship of interdependence and contagion between BRICS countries and emerging non-BRICS countries is similar to that observed between developed countries and emerging BRICS countries. Design/methodology/approach The authors analyzed 15 markets: 5 BRICS, 5 developed (USA, Japan, Germany, England and France) and 5 emerging markets (Mexico, Indonesia, Turkey, Iran and Poland). Based on the time series of returns of the main stock indexes of each country, referring to the period from 2008 to 2018, the authors applied Granger causality tests, vector auto-regression and the dynamic conditional correlation-GARCH model. Findings The results led to the rejection of the main hypothesis and showed adherence to the behaviors predicted in the literature for the relations between the groups of markets. Originality/value This paper, besides analyzing the interdependence between markets in times of crisis, analyzes the effect of contagion between developed and emerging markets.

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peter Sin Howe Tan ◽  
Yuen Onn Choong ◽  
I-Chi Chen
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Private Higher Education ◽  
Content Type ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Body Of Knowledge ◽  
Switching Barriers ◽  
Relationship Of ◽  
The Relationship

PurposeThe aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia.Design/methodology/approachA total of 388 valid questionnaires were collected via a self-administered questionnaire from the undergraduate students of private HEIs with self-accreditation status in Malaysia. PLS-SEM has been employed for hypotheses testing.FindingsThe results show that student perceived service quality is positively influence student satisfaction and student behavioural intentions, particularly the positive word-of-mouth (WOM). The relationship of student perceived service quality and student behavioural intentions is fully mediated by student satisfaction. However, there is no mediating effect found for the switching barriers on the relationship between student satisfaction and behavioural intentions.Research limitations/implicationsThis study's findings are only generalizable to the private HEI with self-accreditation status in Malaysia. The paper contributes to the body of knowledge in the areas of service quality, satisfaction, switching barriers and behavioural intentions. These findings provide valuable insight to the private universities management and policymakers to improve existing policies and practices in order to formulate effective strategies to attract potential new students and retain the existing students through the delivery of high-quality services.Originality/valueThis study's findings have reconfirmed that the causal relationship of perceived service quality-satisfaction-behavioural intentions model. Switching barriers has treated as the mediator which received less attention in the context of private higher education sector. Thus, this study broadens the exiting body of knowledge and advances the understanding of how switching barriers play a crucial role by influencing students' behavioural intention, particular WOM.

Storescape and customer loyalty: employee citizenship behaviour towards customers as a catalyst

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammadbagher Gorji ◽  
Sahar Siami ◽  
Louise Grimmer ◽  
Martin Grimmer
Keyword(s):  
Direct Effect ◽  
Customer Loyalty ◽  
Department Store ◽  
Physical Factors ◽  
Cross Sectional ◽  
Content Type ◽  
Cross Sectional Design ◽  
Relationship Of ◽  
The Relationship ◽  
Employee Citizenship

PurposeThe purpose of the current paper is to examine the relationship between storescape (retail's physical and social environment factors) and customer loyalty (CL) and how employee citizenship behaviour towards customer (ECB-C) facilitates this relationship.Design/methodology/approachThis study used a descriptive quantitative, non-experimental research method using a cross-sectional design with a self-administered questionnaire. In total, 415 department store customers in Australia responded to the survey through an online panel provider.FindingsResults confirmed the significance of all relationships between physical and social storescape factors, customer satisfaction (CS) and loyalty, except the direct effect of physical factors on CL. The findings also highlighted the interaction effect of ECB-C in the relationship between storescape factors, satisfaction and CL, indicating that these effects are stronger at higher levels of ECB-C than lower levels.Practical implicationsThe study provides insights for department store retailers, practitioners and marketing managers into the role of ECB-C in forming and shaping CS and loyalty, especially when there is a lack of storescape effect on CS and loyalty.Originality/valueThis study extends the consecutive relationship of the stimulus–organism–response (SOR) model by adding ECB-C as a moderator. The study employed resource exchange (RE) theory to investigate the direct effect of storescape on CL beyond its indirect effect through organism suggested by the SOR model.

scholarly journals A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

2018 ◽  
Vol 25 (6) ◽  
pp. 1935-1955 ◽  
Author(s):  
Usha Ramanathan ◽  
Sandar Win ◽  
Andreas Wien
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Quality Measurement ◽  
Measurement Model ◽  
Content Type ◽  
Customer Expectations ◽  
Customer Perceptions ◽  
Financial Services Marketing ◽  
Leasing Company ◽  
The Relationship

Purpose The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. The authors take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values. Design/methodology/approach The authors use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22-item scale of the SERVQUAL approach. Samples are selected based on convenience sampling. Findings The authors found differences in the levels of influence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that “assurance” from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes). Originality/value The authors recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. The authors contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. The authors further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. The authors found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

Impact of client vendor communication on client satisfaction in information system based projects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zeeshan Rasool ◽  
Jian Xue ◽  
Javeria Awesi ◽  
Arslan Abbas Syed ◽  
Farooq Zahid
Keyword(s):  
Information System ◽  
Client Satisfaction ◽  
Developed Countries ◽  
Equation Modeling ◽  
Continuance Intention ◽  
Content Type ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship ◽  
Expectation Confirmation

PurposeThe research focuses on the impact of client vendor communication on client satisfaction in information system projects and after client satisfaction that will bridge them toward the information system continuance intention of clients. Importance of this study is to understand the effect of client-vendor communication on client satisfaction.Design/methodology/approachThe sample size of the study was 200 respondents and data was collected from electrical manufacturing industries. It is a quantitative field study, and the time horizon of this study is cross-sectional. The data collected was then analyzed by doing the structural equation modeling in PLS-SEM in order to examine the relationships.FindingsFindings of this study likewise demonstrate the mediating impact of client satisfaction between the relationship of client-vendor communication and information system continuance intention as well as between the relationship of expectation confirmation and information system continuance intention. Future studies may include the multi-motive information system continuance model (MISC) to explain the constructs in more depth because it includes different dimensions of expectation confirmation which will help more to understand information system continuance intention.Originality/valueThis study determines the role of information system continuance intention in terms of client-vendor communication and expectation confirmation through the impact of mediator client satisfaction. Previous studies have explained that client-vendor communication affects client satisfaction positively and confirmation also positively affects the client satisfaction. For this research study, the authors have identified the following research gaps. The authors also have found out that the following study is significant in a related study taken in the developed countries. On the contrary, the authors will follow the study and further observe the impact of improved risks in different cities of Pakistan that how client-vendor communication are affecting the success of information

Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking

2019 ◽  
Vol 10 (1) ◽  
pp. 269-289 ◽  
Author(s):  
Abu Amar Fauzi ◽  
Tatik Suryani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Islamic Banking ◽  
Content Type ◽  
Key Driver ◽  
Customer Trust ◽  
Relationship Of ◽  
The Relationship ◽  
Practical Implications ◽  
Carter Model

PurposeThere are two primary objectives of the research. Firstly, the study aims to explore the service quality dimension of Indonesian Islamic banking using a CARTER model. Secondly, the study aims to examine the relationship of service quality towards customer satisfaction, trust and loyalty in Indonesian Islamic banking.Design/methodology/approachThe conceptual framework of the study will be examined using the PLS–SEM approach. Then, it will be examined using the 392 collected data from Indonesian Islamic banking customer in Surabaya.FindingsReliability becomes a key driver of customer satisfaction towards Indonesian Islamic banking. Then, customer loyalty will improve more significant if the Indonesian Islamic bank can firstly improve its customers trust.Research limitations/implicationsThe research results are questionable to represents Indonesia in general because all the sample of the research is Islamic banking customers in Surabaya, East Java Province.Practical implicationsUpdating with the newest technology in delivering integrated products or services will lead Indonesian Islamic banking satisfying its customer more. Then, Indonesia Islamic banking should develop the capability of human resources related to banking skills and understanding of Islamic principles to increase customer trust.Originality/valueThis research is essential in complementing the previous research regarding the level of contribution of compliance in Indonesia Islamic banking. Then, the research discusses how compliance becomes an essential part of service quality that could increase the market share of Indonesian Islamic banking by enhancing the level of customer trust.

scholarly journals The role of trip purpose and hotel star rating on guests’ satisfaction and WOM

2018 ◽  
Vol 30 (5) ◽  
pp. 2268-2286 ◽  
Author(s):  
Rajesh Rajaguru ◽  
Najmeh Hassanli
Keyword(s):  
Service Quality ◽  
Value For Money ◽  
Content Type ◽  
Star Rating ◽  
Trip Purpose ◽  
Significant Relationships ◽  
Guest Satisfaction ◽  
Relationship Of ◽  
The Relationship

PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.Practical implicationsThe findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.Originality/valueThis study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.

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