Quality, satisfaction and loyalty indices

Purpose The main purpose of this research was to develop a universal model to evaluate the perceived value of tourism services and satisfaction with, and loyalty to, destinations from the consumers’ perspective and demonstrated the model’s applicability in this context. Design/methodology/approach Using the structural equation model, cause and effect relationships were identified between the proposed model’s constructs, and indices of quality, satisfaction and loyalty among tourists were estimated. This system was applied to a large set of data collected with a structured questionnaire distributed to tourists visiting the city of Seville through a non-probabilistic sampling by intentional quotas method. In total, 922 valid surveys were obtained. Findings The indices show that tourists who visit Seville report a high level of loyalty to, and satisfaction with, this place because of the perceived quality of a variety of services. It is observed that the perceived quality index is much higher (17.95 per cent) than the expected quality index, so the quality of the service received by the tourist during his/her visit to Seville is described as excellent. Research limitations/implications Regarding this study’s limitations, other variables could have been included that influence tourist satisfaction, such as the climate, the effect of advertising medium, the prices and the emotional components. In addition, surveying tourists’ expectations before their visit is virtually impossible, as is surveying the same tourists again about their perceived value and satisfaction after their visit. Future lines of research could focus on the intersection of information between tourism offer and demand, providing information about an appropriate balance in specific markets. The proposed model can also be applied to other tourism places that are similar to Seville’s tourism offer, allowing useful comparisons and identification of critical points and ways to improve customer satisfaction continuously. Practical implications By establishing indices of expected and perceived quality and satisfaction and loyalty among tourists, tourism authorities and different economic agents involved in this sector can receive objective information about the results and quality of tourism services. Tourism managers, thus, can set objectives for improvements and competitiveness, as well as building and maintaining customer loyalty. At the same time, these indices allow comparisons with other organisations and places. By facilitating greater transparency in the measurement of quality and satisfaction, service providers connected to tourism can create a platform on which to articulate clearly their contributions to interested parties and local communities. Social implications These results constitute strategies and findings that any tourism place has to consider in the planning and development of its products. Therefore the model can help to encourage a long-term market perspective among tourism sector regulators, investors and agencies. With the information obtained with this model, areas needing improvement can be identified and the appropriate procedures can be put into practice to improve the tourism offer, adjusting it to meet travellers’ needs according to their motivations to travel to the destination. Residents also can benefit from these measures, as their quality of life will improve through upgrades of the city’s tourism facilities. Originality/value The unique contribution of the present study lies in how the indices or indicators of quality of, satisfaction with and loyalty to destinations among tourists are easily measured by applying structural equation modelling. A new approach to measure satisfaction, loyalty and quality is used based on a scale from 0 to 100, and the index results are very useful for comparing different tourist places.

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The role of authenticity in mainstream ethnic restaurants

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-08-2016-0410 ◽

2018 ◽

Vol 30 (2) ◽

pp. 1035-1053 ◽

Cited By ~ 12

Author(s):

Hongbo Liu ◽

Hengyun Li ◽

Robin B. DiPietro ◽

Jamie Alexander Levitt

Keyword(s):

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Positive Influence ◽

Equation Modeling ◽

Initial Attempt ◽

Content Type ◽

Quality Of Food

Purpose This paper aims to examine the effects of perceived authenticity at an independent, full-service mainstream ethnic restaurant and the moderating effects of diners’ cultural familiarity and cultural motivation on the influence of perceived authenticity on perceived value and behavioral intention. Design/methodology/approach A total of 417 self-administered questionnaires were collected from customers of an independent, full-service Italian restaurant in southeastern USA. The data analysis was performed using structural equation modeling. Findings Restaurant authenticity has a positive influence on perceived value. Respondents who are more familiar with and interested in Italian culture and food tend to attach more value to the restaurant authenticity. Respondents tend to use authenticity to convey quality judgment of the restaurant. Research limitations/implications First, this study advances previous literature on dining authenticity by incorporating cultural familiarity and cultural motivation. Second, this study extends the theoretical framework of perceived quality of ethnic restaurants by connecting authenticity perceptions and quality assessment. Practical implications Results suggest that the managers at independent, full-service mainstream ethnic restaurants should focus on the restaurants’ environment and atmospheric authenticity, especially for customers who possess cultural familiarity and cultural motivation, while also ensuring the quality of food and service. Originality/value This study makes an initial attempt at studying the role of authenticity in a mainstream ethnic restaurant context and adds to the knowledge of restaurant authenticity from the perspectives of cultural familiarity, cultural motivation and perceived quality.

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Perceived Quality of an Intermediary and Its Relations with Image and Perceived Value

Global Intermediation and Logistics Service Providers - Advances in Logistics, Operations, and Management Science ◽

10.4018/978-1-5225-2133-4.ch015 ◽

2017 ◽

pp. 286-316

Author(s):

Vikrant Janawade

Keyword(s):

Decision Making ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Purchase Decision ◽

Airline Alliances ◽

Perception Of Quality ◽

Dramatic Shift ◽

Airline Alliance

Whilst globalisation has offered a fertile ground for businesses to offer several services from all sides of the compass, it appears that this landscape has attracted new avenues for service provisions and transactions. All these aspects have resulted in dramatic shift in consumers' purchase decision making process. This research presents some insights of customers' perception of quality offered by intermediaries working in networked environments. The principal hypotheses are that, after experiencing services delivered by an intermediary, customers synthesise their perceptions, in terms of the quality perceived. Furthermore, this assessment will determine its image and the perceived value. A quantitative survey was conducted in an airline alliance context, to verify if the hypotheses are acceptable. A structural equation modelling tested using the PLS-SEM method demonstrates the influence of alliance wide perceived quality on airline alliances' image and perceived value.

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Perceived Quality of an Intermediary and Its Relations with Image and Perceived Value

Research Anthology on Reliability and Safety in Aviation Systems, Spacecraft, and Air Transport ◽

10.4018/978-1-7998-5357-2.ch063 ◽

2021 ◽

pp. 1496-1526

Author(s):

Vikrant Janawade

Keyword(s):

Decision Making ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Purchase Decision ◽

Airline Alliances ◽

Perception Of Quality ◽

Dramatic Shift ◽

Airline Alliance

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Investigating the perceived quality of a special event and its influence on perceived value and behavioural intentions in a special event in Thailand

International Journal of Event and Festival Management ◽

10.1108/ijefm-09-2019-0043 ◽

2020 ◽

Vol 11 (3) ◽

pp. 337-355

Author(s):

Supawat Meeprom ◽

Tongrawee Silanoi

Keyword(s):

Economic Value ◽

Perceived Value ◽

Perceived Quality ◽

Social Value ◽

Exit Point ◽

Content Type ◽

Behavioural Intentions ◽

Special Event ◽

Emotional Value

PurposeThe aim of this study is to examine the impact of perceived special event quality on perceived value and behavioural intentions. Specifically, it was proposed that attendees' perceived special event quality has direct and indirect effects on behavioural intentions through the mediating role of social value, economic value and emotional value.Design/methodology/approachA self-administered, onsite survey was deployed to gather the data to formulate the hypothesised relationships in this study. Data collection also included event-intercepted panel surveys, conducted with actual consumers who attended the Agricultural and Cultural Fair. The surveys were distributed and conducted during the afternoon and early evenings at the event area and exit point of the event. In total, 250 questionnaires were distributed to domestic visitors and 176 respondents completed the survey.FindingsThe study found the perceived quality of the special event directly impacted social value, economic value, emotional value and behavioural intentions. The results also indicated that social value and emotional value had significant effects on behavioural intentions. Further, this study found that both social value and emotional value components mediated the relationship between perceived quality of the special event and behavioural intentions. These results confirmed the existence of a perceived-quality-value-behavioural intentions chain.Research limitations/implicationsThere are some key limitations including the sample size in this study was relatively small and all the respondents were domestic attendees, providing findings specific to one culture only. In term of implications, the results offer event organisers holistic insights into elements to be adopted as the foundation for special event consumption. It helps event organisers to build upon customer choice behaviour, which can be employed to effectively cultivate more attendees for the special events.Originality/valueThis is the first study that examined the extent to which attendees' perceived quality of a special event influenced their perceived values in Agricultural and Cultural Fair which is a special event held each year in the major city of Khon Kaen in the northeast region in Thailand.

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Factors influencing sport tourists’ revisit intentions

Asia Pacific Journal of Marketing and Logistics ◽

10.1108/apjml-12-2013-0159 ◽

2015 ◽

Vol 27 (2) ◽

pp. 191-207 ◽

Cited By ~ 48

Author(s):

Sayyed Mohsen Allameh ◽

Javad Khazaei Pool ◽

Akbar Jaberi ◽

Reza Salehzadeh ◽

Hassan Asadi

Keyword(s):

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Destination Image ◽

Equation Modeling ◽

Sport Tourism ◽

Mazandaran Province ◽

Statistical Population ◽

Content Type ◽

Revisit Intention

Purpose – The purpose of this paper is to investigate the relationships among destination image, perceived quality, perceived value, satisfaction and revisit intention of sport tourism in Iran. Design/methodology/approach – Statistical population of this research consisted of those tourists who traveled to Mazandaran province in Iran as a sport tourism destination in 2012. A random sample of 1,250 tourists was asked to respond to questionnaires from which 886 accurate questionnaires were used for analysing data. Structural equation modeling (SEM) was used to explore the relationships among the research variables. Findings – The results showed that sport tourists’ perception of destination image, perceived quality and perceived value influenced their satisfaction and revisit intention positively. Originality/value – The results of this research help to better understand the behavioral intentions, which can be an acceptable basis to increase sport tourists’ visit and revisit of a sport destination.

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Mediating effects between World Games identification and licensed merchandise

Managing Service Quality ◽

10.1108/msq-07-2013-0121 ◽

2014 ◽

Vol 24 (4) ◽

pp. 384-398 ◽

Cited By ~ 4

Author(s):

Lee-Joy Cheng ◽

Chin-Chia Yeh ◽

Seng-Lee Wong

Keyword(s):

Decision Making ◽

Structural Equation ◽

Perceived Quality ◽

Equation Modeling ◽

Content Type ◽

Purchasing Intention ◽

Licensed Merchandise ◽

Decision Making Model ◽

International Events

Purpose – The purpose of this paper is to explore consumer decision-making factors related to purchases of licensed merchandise, while focussing on how consumers’ identification with the 2009 World Games (WG), perceptions of quality and attitudes toward collecting, affect the decision-making model with regards to purchasing intention. Design/methodology/approach – The research model is based on the study of Kwak and Kang (2009), but also includes an assessment of consumers’ collecting attitudes. A purposive sampling method was adopted and data were collected from 1,985 valid samples via questionnaire surveys during the 2009 WG in Kaohsiung, Taiwan. Structural equation modeling was used to test the decision-making model presented in this study. Findings – The results reveal that consumers’ intentions with respect to purchasing licensed merchandise are influenced most by their attitudes toward collecting, followed by the perceived quality of the merchandise. The findings also suggest that the greater the perceived quality of licensed merchandise, the more positive the consumer attitude toward collecting. Lastly, the study finds no direct effect between respondent WG identification and intention to purchase licensed merchandise. Research limitations/implications – An exploratory concept proposed in this study, WG identification, is quite different from either event or place identification. In this study, due to its influence on at least two other relationships, the effects of one's attitude toward collecting prove to be much more complicated than the previous literature suggests. Since all data were collected in Taiwan, the research findings may have been influenced by particular local cultural and political factors, and therefore might not be well informed by inferences drawn from western populations. Practical implications – It was found that emphasizing the collectability of licensed merchandise is the most effective strategy for increasing consumer purchasing intention and promoting sales of merchandise at similar international events and competitions. This finding should encourage those interested in increasing consumers’ purchasing intention to pay more attention to the importance of licensed commemorative merchandise. Originality/value – Due to a lack of first-hand data on the consumption of licensed merchandise at major international events and competitions, little direct empirical research has been done in Taiwan. This study is the first attempt to explore this issue.

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Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling

Mathematics ◽

10.3390/math9161954 ◽

2021 ◽

Vol 9 (16) ◽

pp. 1954

Author(s):

Ahmad Nazrul Hakimi Ibrahim ◽

Muhamad Nazri Borhan ◽

Muhamad Razuhanafi Mat Yazid ◽

Riza Atiq Rahmat ◽

Sotaro Yukawa

Keyword(s):

Structural Equation ◽

Service Providers ◽

Perceived Value ◽

Perceived Quality ◽

Light Rail ◽

Rail Transit ◽

Kuala Lumpur ◽

Policy Makers ◽

Effective Strategies ◽

Passenger Satisfaction

Policy makers and service providers must have a good understanding of the determinants of passengers’ satisfaction with light rail transit (LRT) in order to be able to formulate effective strategies that ensure passenger satisfaction, which would in turn help to retain existing passengers and attract new ones. This is seen as the most important determinant of the long-term financial performance of LRT service. In this context, the present study seeks to establish the influence of passenger expectation, perceived quality and perceived value on their satisfaction with the service provided. A total of 417 responses from a self-administrated questionnaire were collected from LRT passengers in Kuala Lumpur, Malaysia. The proposed model was tested using a structural equation model. The results proved the significant and direct effect of perceived quality and perceived value on passenger satisfaction. Of the factors, perceived quality is the most critical construct determining the satisfaction level of LRT passengers. The present study concludes by deriving the theoretical and managerial implications on the field of transport. This study provides beneficial information which helps service providers, authorities, policy makers, planners, and researchers formulate effective strategies to increase the use of LRT service, especially in Kuala Lumpur, Malaysia, and other alpha and metropolitan cities in general.

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

International Journal of Quality and Service Sciences ◽

10.1108/ijqss-03-2019-0047 ◽

2019 ◽

Vol 11 (4) ◽

pp. 576-587 ◽

Cited By ~ 4

Author(s):

Ιoannis Tzavlopoulos ◽

Katerina Gotzamani ◽

Andreas Andronikidis ◽

Chris Vassiliadis

Keyword(s):

Path Analysis ◽

Customer Loyalty ◽

Perceived Risk ◽

Perceived Value ◽

Perceived Quality ◽

Ease Of Use ◽

Future Research ◽

Content Type ◽

The Impact

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

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Service quality evaluation of automobile garages using a structural approach

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-03-2020-0066 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ajith Tom James ◽

Jasmin James

Keyword(s):

Graph Theory ◽

Service Quality ◽

Quality Index ◽

Service Industry ◽

Service Providers ◽

Business Environment ◽

Content Type ◽

Service Quality Evaluation ◽

Practical Implications

PurposeThe purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality.Design/methodology/approachA structural methodology of graph theory and matrix approach is applied for developing the service quality index.FindingsThe automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate.Practical implicationsThe methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality.Originality/valueThe paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.

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Assessing customer intention use of mobile money application and the antecedent of perceived value, economic trust and service trust

International Journal of Web Information Systems ◽

10.1108/ijwis-12-2019-0055 ◽

2020 ◽

Vol 16 (3) ◽

pp. 331-345

Author(s):

Taqwa Hariguna ◽

Ade Maharini Adiandari ◽

Athapol Ruangkanjanases

Keyword(s):

Structural Equation ◽

Online Survey ◽

Service Providers ◽

Personal Information ◽

Perceived Value ◽

Equation Model ◽

Two Dimensions ◽

Content Type ◽

Mobile Money

Purpose The purpose of this study is to examine the role of trust and perceived value (PV) in customer intentions to adopt mobile money application (MMA) services. Trust and PV were broken down into various dimensions. This study investigated the two-component base trusts, namely, economic and service, and also PV as an antecedent. Design/methodology/approach This study involved 402 respondents selected through the interception and online survey approach and had five hypotheses. The structural equation model was used to test the hypothesis of this study. Findings The findings showed that the PV was related to the customer’s intention to use MMA services and economy-based trust. Trust in service providers and economic-based trust were positively related to customer intentions to use MMA services. Research limitations/implications Although the concept of MMA has been explored in several literatures, the role of trust and PV in the use of MMA has not been of much concern among researchers. In addition, this study described PV as a construction with five supporting dimensions. The current literature showed that the integration of PV with construct trust was still lacking in attention from researchers especially the study of MMA. Practical implications For practitioners, these findings confirmed that MMA service providers need to convince customers of protection to money and personal information. Also, providers need to ensure that the use of MMA provides cost and time effectiveness. Besides, it is important to ensure the services provided to customers are the fastest way to carry out financial transactions, in this case, including payment and retail purchases. This finding also showed that PV related to MMA services needs to be studied from a customer perspective, focusing on four aspects of ethics, playfulness, customer return of investment and excellent service. Therefore, handling PV in these services requires specific strategies to deal with these various aspects. Originality/value This study integrated two dimensions of trust, thus economic trust and service trust, the authors also integrated dimension of PV as the antecedent of two dimensions of trust, to understand the dimension of intention use MMA.

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