The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality

2019 ◽  
Vol 28 (4) ◽  
pp. 475-488 ◽  
Author(s):  
Osman Gök ◽  
Pervin Ersoy ◽  
Gülmüş Börühan
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Essential Element ◽  
Life Cycles ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Survey Method ◽  
High Quality ◽  
Content Type ◽  
Perceived Product Quality

Purpose The purpose of this paper is to investigate the elements of user manual quality and its influences on perceived product quality and customer satisfaction in an integrated model structure. Design/methodology/approach Survey method was used to evaluate user manual quality and its influences on perceived product quality and customer satisfaction. Electrical appliances consumers were chosen in our sample. Factor analysis and structural equation modeling were performed to introduce, test and validate the user manual quality dimensions and also test the hypotheses. Findings The findings show a positive significant relation between user manual quality and perceived product quality, and this result demonstrates that consumers perceive user manual quality as a part of their quality evaluation related to the product. The results point out that user manual quality is essential for both low- and high-value products regarding customer satisfaction. The findings also reveal that perceived product quality mediates the influence of user manual quality on customer satisfaction. Practical implications This study reveals that providing a high-quality user manual should be an essential element of product management and development strategies. The findings also highlight the need for companies that particularly sell complex products with long product life cycles must invest in providing high-quality user manuals. This will enhance perceived product quality and in turn customer satisfaction. Originality/value Although some prior studies address user manuals in the relevant literature, these studies did not examine the elements of user manual quality and their impact on consumers’ perceptions of the product quality and their satisfaction evaluations in a research model. This paper attempts to fill this gap in the literature. In addition, the authors found two major dimensions of user manual quality as content-related elements and representational/format-related elements of the user manual.

Predictors of customer loyalty in the Pakistani banking industry: a moderated-mediation study

2016 ◽  
Vol 34 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Rashid Ahmad ◽  
Hina Ismail
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Integral Model ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type ◽  
Research Framework ◽  
Mediational Role

Purpose – The purpose of this paper is to develop an original framework to explore the effects of social influence (SI), market orientation (MO) and service quality (SQ) with moderating effect of emotional intelligence (EI) on customer loyalty (CL) and to discuss the mediational role of customer satisfaction. Design/methodology/approach – This study applies six original concepts – SI, MO, SQ, EI, customer satisfaction to develop an integral model to enhance CL. In addition, this research employs an empirical study by means of the questionnaire survey method to verify the hypotheses and to explore its managerial implications. Structural equation modeling has been applied to verify the research framework. Findings – The empirical results show that MO, SI and SQ significantly affect CL with presence of customer satisfaction as a mediator. Furthermore, this study demonstrates that the direct relationships between MO and SI on CL are not supported. However indirect paths present full mediation except in case of SQ where mediation was partial. Moreover, EI was found to enhance the partially mediated relationship between SQ and CL with mediational role customer satisfaction. Hence, banks should invest resources to increase MO, SI and SQ to increase customer satisfaction and CL. Originality/value – This study summarizes the literature on customer satisfaction and relationship marketing into a new managerial framework of CL. It utilizes new arrangement of four construct – SI, MO, and SQ with EI – to develop an original framework to enhance CL. Although past research has highlighted the relevant issues about CL, none explores it with MO and moderating role of EI on SQ. Therefore, this paper develops the research framework of CL to fill the research gap specifically in Pakistani context.

To partner or not? A study of co-branding partnership and consumers' perceptions of symbolism and functionality toward co-branded sport products

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ho Yeol Yu ◽  
G. Matthew Robinson ◽  
DongHun Lee
Keyword(s):  
Consumer Behavior ◽  
Product Quality ◽  
Equation Modeling ◽  
Content Type ◽  
Self Image ◽  
Sport Industry ◽  
Image Congruence ◽  
Perceived Product Quality ◽  
Image Fit ◽  
The Impact

PurposeThis study was conducted to examine the effect of co-branding, a brand partnership tactic involving two or more brands, on consumer behavior within the sport industry. As such, the primary aim was to examine differences regarding consumers' perceptions of self-image congruence and perceived product quality when considering solo-branding and co-branding conditions. Further, under the co-branding condition, relationships among consumers' self-image congruence, perceived product quality, image fit, product evaluation and purchase intention were investigated.Design/methodology/approachA scenario-based quasi-experiment consisting of hypothetical co-branding initiatives between existing brands was conducted.FindingsResults from a repeated multivariate analysis of variance (MANOVA) indicated that consumers' symbolic and functional perceptions of co-branding as well as evaluations were statistically higher than in the solo-branding condition. Additionally, structural equation modeling indicated positive relationships between consumers' symbolic and functional perceptions, image fit, evaluation and behavior intention.Originality/valueThis study is one of the first papers to investigate the impact of co-branding on consumers within the sport industry and provides evidence of the positive impact of co-branding strategies on consumer behavior within the sport industry.

Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kwabena G. Boakye ◽  
Hong Qin ◽  
Charles Blankson ◽  
Mark D. Hanna ◽  
Victor R. Prybutok
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Direct Effect ◽  
Service Recovery ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Survey Method ◽  
Service Experience ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a developing country. Design/methodology/approach This study used a survey method to investigate satisfaction among health-care consumers. This study used data collected from 210 health-care consumers to empirically test the hypotheses via structural equation modeling Findings This study found that service recovery has a significant direct effect on patient satisfaction. Though this study did not find perceived provider professionalism to have a direct effect on patient satisfaction, it found an indirect effect in the relationship via service experience. Thus, service experience fully/completely mediates the relationship between perceived provider professionalism and patient satisfaction, while partially mediating the significant relationship between service recovery and patient satisfaction. Originality/value The results further underscore the need for health-care organizations in developing countries to focus on mindfully developing operations-oriented strategies that lead to the delivery of memorable service experiences for patients.

What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wajeeha Aslam ◽  
Kashif Farhat ◽  
Imtiaz Arif ◽  
Chai Lee Goi
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Employee Performance ◽  
Partial Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
Employee Characteristics ◽  
The Relationship

PurposeThis study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee performance, technical selling skills and customer-oriented behavior on customer satisfaction in the banking industry. The study also seeks to investigate the mediating effect of employee etiquettes, employee performance and technical selling skills on the relationship between customer satisfaction and customer-oriented behavior.Design/methodology/approachThe data were collected with the help of a Likert scale questionnaire from the active banking customers in Karachi, Pakistan, who visit bank branches once a month minimum. For 268 responses, partial least square-structural equation modeling (PLS-SEM) technique was employed for hypothesis testing.FindingsThe results showed a positive and significant relationship between customer-oriented behavior and employee etiquettes, technical selling skills and performance. The employee’s customer-oriented behavior, etiquettes, technical selling skills and performance were also found to be significantly related with customer satisfaction. Finally, the results revealed that technical selling skills, employee performance and employee etiquettes partially mediate the relationship between customer-oriented behavior and customer satisfaction.Practical implicationsIt is recommended that banking employees should adopt customer-oriented behavior in order to achieve and maintain customer satisfaction. The bank managers should also work on improving the etiquettes and performance of the employees and provide them detailed technical knowledge of the services and products offered by the bank.Originality/valueArguably, it is one of the first studies to examine the mediating effects of employees' technical selling skills and employees' performance on the relationship between customer orientation and customer satisfaction, specifically in the banking industry.

The Effects of Service Quality, Competitive Prices and Product Quality on Customer Satisfaction

2019 ◽  
Vol 9 (6) ◽  
pp. 1165 ◽  
Author(s):  
FEBRYANTO FEBRYANTO ◽  
Innocentius BERNARTO
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Survey Method ◽  
Competitive Advantages ◽  
Competitive Prices

As time goes by, restaurant businesses increase significantly in such a way that they encourage businessmen to be aware of improving the competitive advantages to compete tightly. The purpose of this study is to determine whether service quality, competitive prices, and product quality have positive and significant influences on customer satisfaction in the KYF Restaurant, Tangerang, Indonesia. In this study, the data were collected by using the questionnaires. The method used in this study was the survey method. The population in this study refered to the customers of the KYF Restaurant. The samples in this study consisted of 100 respondents and convenience sampling was chosen. The statistical analysis that was used in this study was the PLS-SEM (Partial Least Square-Structural Equation Modeling) with the assistance of the SmartPLS 3.2.6 software. The research results have shown that service quality, prices, and product quality indicate positive and significant influences on customer satisfaction in the KYF Restaurant.

How responsible leadership predicts organizational citizenship behavior for the environment in China

2019 ◽  
Vol 40 (3) ◽  
pp. 305-318
Author(s):  
Zhiyong Han ◽  
Qun Wang ◽  
Xiang Yan
Keyword(s):  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Responsible Leadership ◽  
Corporate Environment ◽  
High Quality ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to investigate the mediating effect of felt obligation for constructive change on the relationship between responsible leadership and organizational citizenship behavior for the environment (OCBE) in a China corporate environment, and this paper also analyze the moderated mediating effect of supervisor-subordinate guanxi on indirect relationship between responsible leadership and OCBE via felt obligation for constructive change. Design/methodology/approach This paper used 380 employee samples to analyze the relationship between responsible leadership and OCBE. Hierarchical regression analyses and structural equation modeling was adopted to analyze the data. Findings The authors found that the felt obligation for constructive change plays a fully mediating role between responsible leadership and OCBE. The authors also found a positive interaction between responsible leadership and supervisor-subordinate guanxi on felt obligation for constructive change, and then the indirect effect of responsible leadership on OCBE via felt obligation for constructive change was stronger when employees perceived a high-level supervisor-subordinate guanxi. Research limitations/implications When responsible leadership stimulates employees to generate a high sense of constructive change, employees are more likely to engage in OCBE. This study provides evidence for cognitive evaluation theory. This study further demonstrated the importance of establishing high-quality supervisor-subordinate guanxi for responsible leaders and subordinates in China. Practical implications In the management practice of the organization, the role of responsible leadership should be strengthened in terms of leadership development and, employee training and promotion, and high-quality supervisor-subordinate guanxi help to promote the effectiveness of responsible leadership. Originality/value This paper discusses how and when responsible leadership influences OCBE in a China corporate environment.

Antecedents of word of mouth in Muslim-friendly tourism marketing: the role of religiosity

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abror Abror ◽  
Dina Patrisia ◽  
Okki Trinanda ◽  
Maznah Wan Omar ◽  
Yunia Wardi
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Content Type ◽  
Future Studies ◽  
Tourist Satisfaction ◽  
The Impact

Purpose This paper aims to examine the impact of religiosity on Muslim-friendly destination performance, customer engagement and customer satisfaction; the mediating impact of Muslim-friendly destination performance, customer engagement and customer satisfaction on the link between religiosity and word of mouth (WOM); and the moderating impact of religiosity on the relationship between Muslim-friendly tourism, customer engagement and customer satisfaction. Design/methodology/approach The population of this study was all tourists who visited West Sumatra Indonesia. By using a survey through questionnaires, this study has got 393 out of 450 collected responses (83.6%). This research used the structural equation modeling as the data analysis technique. Findings This research found that religiosity is a significant antecedent of Muslim-friendly tourism, customer engagement and tourist satisfaction. This study revealed that Muslim-friendly tourism, customer engagement and tourist satisfaction significantly mediate the link between religiosity and WOM. This research also found that religiosity significantly moderates the effect of Muslim-friendly tourism on tourist satisfaction. Research limitations/implications This study was only conducted in Indonesia; hence, it lacks generality. Accordingly, future studies can expand to several other countries such as Southeast Asian countries which have big Muslim population. This study only focused on Muslim-friendly tourism industry as a whole. For future studies, it can be extended to several related industries, such as hotel, food and beverage and halal cosmetic. Practical implications This study has shown the important of manager knowledge about religiosity of customers. Accordingly, when they want to increase tourists’ WOM, they have to increase tourist perceived quality of Muslim-friendly tourism attributes which also have an impact on customer engagement and tourist satisfaction. Originality/value This study proposes the direct relationship between religiosity and Muslim-friendly tourism, the religiosity-customer engagement link and the religiosity-tourist satisfaction relation. This research has revealed the mediating effect of Muslim-friendly tourism, satisfaction and engagement on the link between religiosity and WOM. This study has also revealed the impact of religiosity in strengthening the link between halal tourism and tourist satisfaction which is limited previously.

The effect of quality and leverage on the image transfer model: the moderating role of involvement

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manuel Alonso Dos Santos ◽  
Ferran Calabuig Moreno ◽  
Vicente Prado Gascó ◽  
Jonathan Cuevas Lizama
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Online Survey ◽  
Self Report ◽  
Equation Modeling ◽  
Transfer Model ◽  
Image Transfer ◽  
Content Type ◽  
Multigroup Analysis ◽  
Perceived Product Quality

PurposeThe aim of this study is to examine the influence of perceived sponsorship leverage on perceived product quality and the image transfer model, under moderation by fan involvement.Design/methodology/approachA self-report online survey was carried out after the 2018 FIFA World Cup in Russia. Responses were received from 422 individuals in 21 countries. The leverage scale was validated using exploratory factor analysis. Then, partial least squares–structural equation modeling was employed to examine the validity and reliability of the scales and test the structural model. Finally, multigroup analysis was used to examine how involvement moderates the influence of leverage.FindingsAttitudes toward sponsorship and purchase intention are influenced by the perceived leverage and quality of the product. The multigroup analysis shows that perceived leverage does not influence the attitudes of individuals with low involvement. The influence of perceived leverage on perceived product quality is greater in individuals with high involvement.Research limitations/implicationsSponsors should use collateral marketing strategies to target specific segments of individuals with high and low involvement separately. Showcasing the sponsoring products of brands renowned for their high quality could positively influence the results of sponsorship.Originality/valueThis article contributes to the sponsorship literature by exploring how sponsors can capitalize on collateral marketing actions. It also contributes to the theory of image transfer by exploring how perceived product quality can influence the effectiveness of sponsorship.

An empirical investigation of how information sharing affects cash flow performance through competitive capability

2019 ◽  
Vol 24 (6) ◽  
pp. 710-728
Author(s):  
Hakim Lyngstadaas
Keyword(s):  
Customer Satisfaction ◽  
Financial Performance ◽  
Information Sharing ◽  
Product Quality ◽  
Cash Flow ◽  
Low Cost ◽  
Performance Measure ◽  
Mediating Effect ◽  
Content Type ◽  
Competitive Capabilities

Purpose This paper aims to examine how information sharing affects cash flow performance through the competitive capabilities of low cost or product quality. Design/methodology/approach In total, 159 survey responses were collected from Norwegian manufacturing firms in 2018. Structural equation modelling (SEM) was used to analyse the data collected. Findings The low-cost competitive capability was found to positively mediate the effect of information sharing on cash flow performance. However, product quality competitive capability did not have a significant mediating effect between information sharing and cash flow performance. Rather, customer satisfaction fully mediated the relationship between product quality, capability and cash flow performance. The empirical results not only support how the competitive capabilities can be developed through information sharing but also illustrate that the competitive capabilities affect cash flow performance through different mediating routes. Originality/value While information sharing and competitive capabilities have been studied previously with regard to financial performance, less emphasis has been placed on how customer satisfaction might explain the mediated relationship between product quality, competitive capability and financial performance. In addition, financial performance is measured by the proxy of cash flow. The use of cash flow as a performance measure leads to a more forward-looking financial performance measure. This is especially appropriate for non-listed firms.

Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector

2017 ◽  
Vol 34 (3) ◽  
pp. 362-377 ◽  
Author(s):  
Durgesh Pattanayak ◽  
Maddulety Koilakuntla ◽  
Plavini Punyatoya
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Market Orientation ◽  
Banking Sector ◽  
Retail Banking ◽  
Management Tool ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type

Purpose The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS. Design/methodology/approach Data were collected from middle managers of retail banking sector in India using survey method. Structural equation modeling is used to analyze the data and to test the hypotheses. Findings The results show that TQM is positively associated with SQ, MO and CS. SQ and MO are significantly and positively associated with CS. CS subsequently leads to improved CL. Practical implications Enforcing TQM practices in their organizations as a change management tool, banks can achieve a greater degree of MO, improved SQ and higher CS to gain higher CL. Originality/value This paper empirically demonstrates that, by proper implementation of TQM in banks, the SQ and MO can be improved. Well implemented quality management practices, better customer service and market-focused attitude of banks will elevate the CS level and improve loyalty of customers toward the banks. With a little study has yet focused on India, the paper offers knowledge to banking professionals for increasing CL by effective implementation of TQM practices.

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