The trustworthiness of internet-based quality signals: an interactivity perspective

2018 ◽  
Vol 32 (2) ◽  
pp. 195-210 ◽  
Author(s):  
Wenbin Ni ◽  
Hongyi Sun
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Information Economics ◽  
Perceived Quality ◽  
Content Type ◽  
Quality Signals ◽  
On Line

Purpose This study aims to examine the trustworthiness of internet-based quality signals (specifically webpages and before-sale services) from the perspective of interactivity by evaluating the associations between on-line signals of product quality and the off-line perceived quality of actual products. Design/methodology/approach Empirical data are collected from 261 Chinese female university students. Partial least squares structural equation modelling is used to test the conceptual model. Findings Both webpages and before-sale services are positively associated with off-line perceived quality, but only the quality of before-sale service has a direct association with customer satisfaction. Webpages and before-sale services are both trustworthy signals for indicating the quality of physical products; however, these signals provide different levels of trustworthiness. Research limitations/implications The interactivity perspective supplements information-economics theory in examining the trustworthiness of internet-based signals. A signal is a trustworthy indicator only if customers perceive a close relationship between the quality of the signal and the actual product quality. Practical implications On-line sellers should improve the reciprocity and controllability of communications from a buyer’s perspective and should pay more attention to the strategic role of on-line communication for improving customer service. Originality/value Researchers have evaluated the trustworthiness of on-line quality signals from an information-economics perspective. This study extends these previous studies by addressing the perspective of interactivity. Two types of product-quality signals, including webpages and before-sale services, are assessed in terms of their trustworthiness by examining how these signals relate to off-line perceived quality and customer satisfaction.

Mediating effects between World Games identification and licensed merchandise

2014 ◽  
Vol 24 (4) ◽  
pp. 384-398 ◽  
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.

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

2015 ◽  
Vol 32 (5) ◽  
pp. 486-502 ◽  
Author(s):  
Faizan Ali ◽  
Bidit Lal Dey ◽  
Raffaele Filieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Convenience Sample ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
International Airlines

Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings – The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications – This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications – The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value – This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

Quality, satisfaction and loyalty indices

2018 ◽  
Vol 11 (4) ◽  
pp. 428-446 ◽  
Author(s):  
Ana Ma Castillo Canalejo ◽  
Juan Antonio Jimber del Río
Keyword(s):  
Structural Equation ◽  
Quality Index ◽  
Service Providers ◽  
Perceived Value ◽  
Perceived Quality ◽  
Large Set ◽  
Unique Contribution ◽  
Content Type ◽  
Tourism Services

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.

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals An Examination of The Determinants of Customer Loyalty

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Tasrik Hasrat ◽  
. Mahfudnurnajamuddin ◽  
Asdar Djamereng ◽  
Sabri Hasan ◽  
. Budiandriani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Negative Effect ◽  
Equity Price ◽  
Positive Effect

Brand equity, price, product quality, customer satisfaction, and the importance of customer loyalty in marketing which is the target and expectation of every company. Marketers expect to be able to retain their customers in the long term, even if possible forever. Therefore, this study wants to examine the factors that affect customer satisfaction and customer loyalty. These factors are brand equity, price, product quality, customer satisfaction, and customer loyalty. The required data were obtained through interviews using a questionnaire to 120 respondents. The data obtained were analyzed using Structural Equation Modeling (SEM) and SPSS 21 techniques. The results of hypothesis testing prove that brand equity has a positive effect on customer satisfaction, Price is a negative effect on customer satisfaction, Product quality has a positive effect on customer satisfaction, Customer satisfaction has a positive effect on customer loyalty, Brand Equity has a positive effect on customer loyalty, Price is a negative effect on customer loyalty, Product quality has a positive effect on customer loyalty, brand equity has a positive effect on customer loyalty through customer satisfaction, the price is a negative effect on customer loyalty through customer satisfaction, product quality has a positive effect on customer loyalty through customer satisfaction. Based on the results of testing the hypothesis, several managerial implications can be drawn, namely, that loyalty can be increased by increasing customer satisfaction, brand equity, price, and product quality. This is done by providing competitive prices according to the quality of the product. If the quality of the product is increased, the price will not affect the customer if it is increased, so automatically satisfaction will be formed, by itself a strong customer loyalty is formed. So it can be said that price does not affect in determining the level of customer satisfaction and customer loyalty because other very strong variables shape satisfaction and loyalty. High prices do not guarantee customers will be satisfied as well if the price of the product is cheap as long as the price is still reasonable for substitution category goods.

scholarly journals The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19

2021 ◽  
Vol 2 (1) ◽  
pp. 71-83
Author(s):  
Afriapoll Syafarudin
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Research Survey ◽  
The Stability ◽  
High Level ◽  
Regional Banks

Customer satisfaction is the level of customer satisfaction after comparing the services or products received under what is expected. consumer satisfaction is the feeling of disappointment or pleasure for each individual after comparing the performance of the product that is thought of according to the expected product performance. Customer satisfaction is the goal of every company for the survival of every company. Paying attention to and increasing the level of customer satisfaction is very useful in the world of business competition. Companies with a high level of customer satisfaction tend to be superior to other competitors. Not only improving, but the company must also be able to maintain the stability of customer satisfaction levels to remain high. The function of customer satisfaction is very important in running a service and product business. By paying attention to customer satisfaction, entrepreneurs and business owners can find out about complaints and feedback from customers who receive services or products. From complaints and suggestions, the company can improve and improve the quality of customer service and products offered to compete and outperform competitors. A good company provides a means by which consumers can submit input and complaints so that consumers feel their voice heard. The research survey was conducted on 150 functional units at regional banks in Indonesia. The results showed that product quality affected customer quality and customer quality affected customer loyalty.

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

2019 ◽  
Vol 50 (5) ◽  
pp. 535-555
Author(s):  
Joseph Kaswengi ◽  
Christine Lambey-Checchin
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Perceived Quality ◽  
Data Set ◽  
Content Type ◽  
Logistics Service ◽  
Grocery Retailing ◽  
Logistics Service Quality

Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

Relationships between supply performance of pharmacies in Chile and their quality of customer service

2018 ◽  
Vol 12 (4) ◽  
pp. 433-446
Author(s):  
Fernando Rojas ◽  
Giulani Coluccio ◽  
Juan Vega
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Structural Equation Models ◽  
Statistical Significance ◽  
Measurement Scales ◽  
Content Type ◽  
Practical Implications

Purpose This paper aims to describe relationships between constructs adapted to the pharmaceutical field with respect to the measurement of the supply chains strategic and operational performance in private pharmacies, relating it to the quality of service perceived by users. Design/methodology/approach Relationships among the indicated constructs were validated through the use of structural equation models. This study includes the use of questionnaires adapted and applied to suppliers (pharmaceutical chemists and supply staff), operational managers (pharmacy assistants) and users (patients and clients) who visit different segments of pharmacies, such as chain businesses and independents located in the region of Valparaíso, Chile. The sample collected information from 128 establishments and 601 people, through which different relationships between segments were compared. Findings A structural model was validated on the basis of statistical principles. Furthermore, positive relationships were observed in the constructs studied where pharmacy chains had a statistical significance of less than 5 per cent between the responsibility of the supply process and the experience of the users, whereas independent pharmacies had a very significant causal relationship between operational managers and users. Practical implications The proposal can help predict the quality of service perceived by the user based on the behavior of sales and supply staff, which may be similar in other markets with similar characteristics. Originality/value The structural model proposed is original and adapts measurement scales validated from previous studies to be able to apply them in the pharmaceutical retail market.

scholarly journals Street food: factors influencing perception of product quality

2018 ◽  
Vol 53 (4) ◽  
pp. 535-554 ◽  
Author(s):  
Rogerio Scabim Morano ◽  
Alcides Barrichello ◽  
Rafael Ricardo Jacomossi ◽  
Jorge Ramon D’Acosta-Rivera
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Theoretical Models ◽  
Consumer Perception ◽  
Equation Modeling ◽  
Street Food ◽  
Content Type ◽  
Economic Significance ◽  
Quality Of Food

Purpose The purpose of this study is to evaluate whether the perceptions of cleanliness and organization of the point of sale, hygiene and training of those who serve the public (service) and healthiness of the products, constitute a base for the perception of the quality of food sold in the street. Studies about development of street food trade have gained relevance in academic debate because of its social and economic significance. Usually, aspects related to sanitary issues are presented, and the factors that influence consumer perception regarding quality of food consumed are less explored. This was the focus of this work. The relationships among possible predecessors – attendance, cleanliness, organization and healthiness – were tested, all acting together, influencing the variable perception of product quality. Competitive models were tested because of theoretical divergences regarding the relationship between quality and healthiness, not yet totally clear in the literature. Design/methodology/approach A quantitative survey was carried out in the city of Diadema (SP, Brazil), getting 603 respondents, with data and theoretical models analyzed by structural equation modeling. Findings Results indicated that organization variable is not significant regarding perception of product quality, while attendance and healthiness directly affect this perception. On the other hand, cleanliness influences perceived healthiness and this, in turn, reinforces perception of product quality. Practical implications The focus of street food traders should be on clerk cleanliness and politeness (characteristics related to the service) that end up influencing the perception that the consumer develops regarding healthiness (characteristic related to product quality). Originality/value Usually research studies on this theme include only aspects related to sanitary and safety issues, and those which focus on consumer perception of food quality cover conventional outlets such as bars and restaurants. There are few ones performed as in this study that analyze street food consumer behavior regarding his/her perception of quality, cleanliness, care received, among others.

scholarly journals Pengaruh Kualitas Produk Kerudung Rabbani terhadap Tingkat Kepuasan Konsumen Di Kota Bandung

2019 ◽  
Vol 10 (4) ◽  
pp. 529-537
Author(s):  
Ermina Tiorida ◽  
Tangguh Dwi Pramono ◽  
Sifauziah Sifauziah
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Methods ◽  
National Level ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Equation Modeling ◽  
The City

Bandung is the center of Muslim fashion in West Java even at the national level. This causes intense business competition in the world of Muslim fashion. To that end, an important role that must be performed by a company is to prioritize product quality and product innovation as a basis for attracting customer so that customer can feel satisfaction from the quality of the products produced. According to Google trends Rabbani trends also experienced a decline in customer interest in the purchasing Muslim fashion. And the results of distributing pre-research questionnaires obtained 70.45% or 31 people were disappointed with the quality of their muslim fashion, this resulted in customer not satisfied with the Rabbani. This study aims to determine how the quality and innovation of Rabbani products to customer satisfaction in the city of Bandung. According to Garvin (1987) there are eight dimensions to test product quality variables, namely performance, features, reliability, conformance, durability, serviceability, aesthetic and perceived quality. Customer satisfaction is measured by three dimensions, namely overall quality, customization and reliability. The study was conducted using quantitative methods. The sampling technique using non-probability sampling techniques and questionnaires were distributed to Rabbani customer in Bandung as many as 150 respondents. Analysis of research data using SEM PLS (Partial Square Structural Equation Modeling) with SmartPLS 3.0 software. the results showed that product quality and innovation had a significant effect on customer satisfaction

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