Active and Reactive Value Dimensions: A Dynamic-Based Perspective in the Hotel Sector

2021 ◽  
pp. 109634802098831
Author(s):  
Martina G. Gallarza ◽  
Raquel Sánchez-Fernández ◽  
Francisco Arteaga-Moreno ◽  
Giacomo Del Chiappa
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Dynamic Nature ◽  
Consumer Value ◽  
Hotel Sector ◽  
Customer Satisfaction And Loyalty ◽  
Quality Status

Despite the wide acknowledgment of consumer value as a dynamic concept in marketing and tourism literature, few studies have addressed its dynamicity. This article provides an approach to the dynamic nature of value in a hotel experience by proposing a conceptual framework that seeks to explain the influence of value types on customer satisfaction and loyalty as being concatenated rather than simultaneous effects, as more usually described. The concatenation of effects is based on the distinction between active versus reactive values and is tested in a structural model consisting of eight types of value (Efficiency, Service Quality, Status, Esteem, Entertainment, Aesthetics, Ethics, and Escapism). The experiences of 585 hotel guests were analyzed with SEM-PLS (structural equation modeling–partial least squares). Although a direct effect persists between Service Quality and Satisfaction, and Efficiency does not directly affect Loyalty, the chain of Reactive Values–Active Values–Satisfaction–Loyalty is empirically validated shedding light on research in value co-creation processes.

scholarly journals The influence of service quality on satisfaction and behavioral intentions of football spectators: a study in Pernambuco football

2020 ◽  
Vol 32 (1) ◽  
Author(s):  
Marcos Antonio Barros Filho ◽  
Carlos Augusto Mulatinho de Queiroz Pedroso ◽  
Yves de Holanda Batista de Miranda ◽  
José Pedro Sarmento ◽  
Victor Henrique Rodrigues Silva ◽  
...  
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Structural Model ◽  
Positive Influence ◽  
Equation Modeling ◽  
Professional Football ◽  
Quality Perception ◽  
Game Players

The aim of this study was to examine the influence of service quality perception on spectators’ satisfaction and behavioral intentions in the Pernambuco Professional Football Championship of 2017 - Brazil. Data were collected on match days, using an adapted questionnaire, consisting of four variables. The sample was composed of spectators at the competition, divided into two moments (1st. n = 386 / 2nd. n = 620). The data were analyzed through two-step structural equation modeling in AMOS 24. After the refinement of the model, the results of the structural model [χ² (314) = 762.849 (p <.001) χ² / df = 2.42; GFI = .92; CFI = .95; RMSEA = .05] indicated that the players' performance positively influenced both satisfaction (β = .76, p <.001) and behavioral intentions (β = .33, p <.001). In turn, the crowd experience had a positive influence only on the spectators’ behavioral intentions (β = .38, p <.001). It is concluded that provision of service quality, positively evaluated by the spectators, especially in relation to the aspects of the game/players, is a way for the club to satisfy them and generate positive behavioral intentions.

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

2021 ◽  
pp. 036119812110119
Author(s):  
George Christian Linhares Bezerra ◽  
Eliézer Mello de Souza ◽  
Anderson Ribeiro Correia
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Customer Segmentation ◽  
Equation Modeling ◽  
Customer Expectations ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.

scholarly journals Pengaruh Kualitas layanan Terhadap Kepuasan Mahasiswa dengan Moderasi Budaya Organisasi dan Reputasi

2021 ◽  
Vol 10 (2) ◽  
pp. 121-130
Author(s):  
Nilda Tri Putri ◽  
Budi Satria ◽  
Elita Amrina ◽  
Alfadhlani Alfadhlani
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Structural Model ◽  
Organization Culture ◽  
Moderating Effect ◽  
Equation Modeling ◽  
The Relationship

The purpose of this paper is to study the effects of service quality, organization culture and reputation on student satisfaction. This study uses 397 data collected from undergraduate students of Andalas University. The data is analyzed using structural equation modeling with SmartPLS 3.0, because of its ability to evaluate the measurement as well as the structural model. The results of this study show that service quality, organization culture and reputation significantly affect the student satisfaction. It is also found that service quality has the highest effect on student satisfaction, which means that increasing Andalas University service quality would significantly improve the satisfaction of its students. The results of this study also show that the organization culture nor reputation do not have moderating effect on the relationship between service quality and student satisfaction. This finding implies that organization culture nor reputation would not strengthen nor weaken the relationship between service quality and student satisfaction. Based on the findings, this study proposes several recommendations for University of Andalas to improve the satisfaction of its students.

scholarly journals Peran Kualitas Layanan dan Kepercayaan Dalam Membangun Kepuasan dan Loyalitas Pelanggan

KEBERLANJUTAN ◽  
2020 ◽  
Vol 5 (2) ◽  
pp. 157
Author(s):  
Zahra Fakhrana
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Customer Satisfaction And Loyalty

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Margonda Depok increases customer satisfaction (2) If trust in JNE Margonda Depok is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Margonda Depok ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap kepuasan dan loyalitas pelanggan JNE Margonda, Depok. Penelitian dilakukan dengan pendekatan kuantitatif. Responden sejumlah 127 orang yang diambil dengan teknik purposive sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi Lisrel 8.80. Tiga hipotesis penelitian ini diterima semua, data mendukung model. H1: Kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H2: Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H3: Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kesimpulan : (1) Kualitas layanan yang tinggi dari JNE Margonda Depok meningkatkan kepuasan pelanggan; (2) Semakin percaya responden terhadap JNE Margonda Depok akan semakin tinggi pula  kepuasan pelanggannya; 3) Kepuasan yang tinggi dari pelanggan akan membuat pelanggan semakin loyal terhadap JNE Margonda Depok

scholarly journals Determinants of Customer Service Quality on Hotel Guest Satisfaction in the Samosir Tourism Area with a Structural Equation Modeling Approach

2021 ◽  
Vol 4 (1) ◽  
pp. 189-203
Author(s):  
Yossie Rossanty ◽  
Muhammad Dharma Tuah Putra Nasution ◽  
Irawan Irawan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Test Tool ◽  
Quality Aspects ◽  
Guest Satisfaction ◽  
Structural Equation Modeling Model

The purpose of this study is to test the determinants of service quality aspects of Reliability, Responsiveness, Assurance, Empathy and Tangibles on the satisfaction of hotel tourists in the Samosir area. This research test tool using the Structural Equation Modeling model. The results prove that the structural model Reliability to Costomer Satisfaction is significant, meaning that reliability has a significant effect on Costomer Satisfaction. Responsivenes structural model to Costomer Satisfaction is significant, meaning that responsiveness has a significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no significant effect on Costomer Satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

Teachers' digital technology access to motivation, skills and use: a structural equation modeling study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Akhmad Habibi ◽  
Mohd Faiz Mohd Yaakob ◽  
Amirul Mukminin ◽  
Muhaimin Muhaimin ◽  
Lantip Diat Prasojo ◽  
...  
Keyword(s):  
Structural Equation Modeling ◽  
Digital Technology ◽  
Structural Equation ◽  
Structural Model ◽  
Teaching Experience ◽  
Equation Modeling ◽  
Technology Access ◽  
School Location ◽  
Content Type ◽  
Instructional Use

PurposeThe current study aimed to develop and validate a scale to model factors affecting digital technology access for instructional use. The scale was mainly used to assess the structural model. Besides, tests of difference were addressed regarding digital technology access for instructional use based on gender, teaching experience and school location.Design/methodology/approachThe authors implemented a survey design in this study. A scale based on prior studies was developed, validated and piloted. The pilot study data were computed for an exploratory factor analysis. Further, partial least squares structural equation modeling (PLS-SEM) and t-test procedures were used for the main data analysis (n.2677). The authors also included the importance-performance map analysis to extend of the results of the PLS-SEM.FindingsThe findings of the study successfully assessed the validity and reliability of the scale. All hypothetical relationships in the structural model were positively significant. The t-test results show that teaching experience and school location were significantly different regarding instructional use access; however, an insignificant difference emerged based on gender.Practical implicationsFailure in technology integration is possible if policies have not been carefully prepared. Therefore, users' perception is an essential factor in determining technology integration, including access to digital technology.Originality/valueThis research has the potential to enhance the understanding of access to digital technology in the context of developing countries by the elaboration of the proposed model's instrument development and validation, path analysis assessment and difference test examination with a large sample size. Also, the current study emphasizes the importance of raising awareness about digital technology access that the model can facilitate a valid and reliable foundation for future researchers interested in conducting similar types of research.

scholarly journals Development of a System Measurement Model of the Brazilian Hospital Accreditation System

2018 ◽  
Vol 15 (11) ◽  
pp. 2520 ◽  
Author(s):  
João Corrêa ◽  
João Turrioni ◽  
Carlos Mello ◽  
Ana Santos ◽  
Carlos da Silva ◽  
...  
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Structural Model ◽  
Measurement Model ◽  
Equation Modeling ◽  
Scientific Software ◽  
Health Organizations ◽  
Hospital Accreditation ◽  
Management Quality ◽  
Culture Process

The purpose of this study is to develop and validate a measurement model that evaluates the Brazilian hospital accreditation methodology (ONA), based on a multivariate model using structural equation modeling (SEM). The information used to develop the model was obtained from a questionnaire sent to all organizations accredited by the ONA methodology. A model was built based on the data obtained and tested through a structural equation modeling (SEM) technique using the LISREL® software (Scientific Software International, Inc., Skokie, IL, USA). Four different tests were performed: Initial, calibrated, simulated, and cross-validation models. By analyzing and validating the proposed measurement model, it can be verified that the selected factors satisfy the required criteria for the development of a structural model. The results show that leadership action is one of the most important factors in the process of health services accredited by ONA. Although, leadership, staff management, quality management, organizational culture, process orientation, and safety are strongly linked to the development of health organizations, and directly influence the accreditation process.

scholarly journals Risk Assessment of Ex-Post Transaction Cost in Construction Projects Using Structural Equation Modeling

2018 ◽  
Vol 10 (11) ◽  
pp. 4017 ◽  
Author(s):  
Zaigham Ali ◽  
Fangwei Zhu ◽  
Shahid Hussain
Keyword(s):  
Structural Equation Modeling ◽  
Life Cycle ◽  
Transaction Cost ◽  
Life Cycle Cost ◽  
Structural Equation ◽  
Construction Projects ◽  
Structural Model ◽  
Equation Modeling ◽  
Ex Post ◽  
Industry Professionals

The transaction cost (TC) escalation is the pervasive problem in the construction industry, which is continuously a threat to maintaining the life cycle cost of projects. Researchers have described the reality of risk for economic transactions. This study has taken the risk as a phenomenon to explore its influence on ex-post TC in construction projects. A questionnaire survey was undertaken from industry professionals to assess the risk of ex-post TC escalation in public-sector construction projects. In total, 475 surveys were conducted in Pakistan and used in the analysis. The data were analyzed using structural equation modeling (SEM) and the measurement and structural model was validated to determine the influence of risk on ex-post TC. The final SEM results show that internal and external risk, including sub hypothesized risks, positively influence TC. The weight of relative importance shows technical risk (23.82%) and environmental risk (22.88%) as significant sub-contributors from internal and external sources, respectively. This study recommends substantial investment in human capacity development to reduce the deficiencies in the ex-ante phase of the projects that help to reduce the risk of ex-post TC escalation. It also suggests the adoption of strict policies on contingency claims, and recommends nontraditional ways of monitoring to overcome the risk of ex-post TC. This study’s results provide valuable information for industry professionals and practitioners to maintain life cycle costs as a contribution to sustainable construction.

scholarly journals Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

2019 ◽  
Vol 14 (01) ◽  
pp. 41-53
Author(s):  
Antonius Adi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Cost ◽  
Equation Modeling ◽  
Company Reputation ◽  
Trust Company ◽  
Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

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