How service quality and perceived value affect behavioral intentions of ecolodge guests: The moderating effect of prior visit

2021 ◽  
pp. 135676672110426
Author(s):  
Joowon Ban ◽  
Bruce Prideaux ◽  
Hyoje Jay Kim ◽  
Ben Sheehan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Individual Level ◽  
Segmentation Strategy ◽  
Psychological Attributes ◽  
The Individual ◽  
First Time ◽  
The Relationship ◽  
Repeat Visits

Psychographic segmentation is popular within the tourism literature. It is useful in describing a prototypical customer, however psychological attributes are hard to detect at the individual level and by front-line staff. This paper tests the viability of prior visits (first-time vs. repeat visits) as a segmentation strategy, given this information is readily available to tourism operators. We test an interaction effect between prior visits, service quality, and perceived value using the ECOSERV model, a well-established model of ecotourism customer satisfaction. Using a sample of ecolodge guests, we demonstrate that a prior visit attenuates the relationship between perceived value and customer satisfaction. Among repeat guests, perceived value has less impact upon customer satisfaction and intentions to revisit or recommend an ecolodge. Conversely, service quality continues to predict satisfaction for both first-time and repeat guests. The data suggest attracting first-time guests requires appeals to the setting, features and price of an offering. Meanwhile, strategies to maximize repeat guests should emphasize non-monetary qualities of the experience.

Modelling the behavioural intentions of day spa customers

2020 ◽  
Vol 32 (8) ◽  
pp. 1699-1716
Author(s):  
Michael Daniel Clemes ◽  
David L. Dean ◽  
Thongkern Thitiya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Switching Costs ◽  
Perceived Value ◽  
Primary Data ◽  
Content Type ◽  
Behavioural Intentions ◽  
Mediating Role ◽  
Modelling Framework ◽  
The Relationship

PurposeThis research develops and tests a comprehensive hierarchical model of the behavioural intentions of day spa customers.Design/methodology/approachThe primary data was collected from the customers of 17 day spas throughout Thailand. EFA and SEM were used to analyse the data and test the interrelationships among service quality, customer satisfaction, perceived value, perceived switching costs and behavioural intentions. A third-order conceptualisation of service quality is also included in the modelling framework.FindingsCustomer satisfaction is the key determinant of behavioural intentions. Service quality and perceived value are two important descriptors of customer satisfaction. Service quality is the most important determinant of customer satisfaction, and customer satisfaction is the most significant antecedent of behavioural intentions. Service quality is a significant determinant of perceived value and perceived switching costs. Customer satisfaction plays a partial mediating role on the relationship between service quality and behavioural intentions and between perceived value and behavioural intentions.Originality/valueThere is a conceptual gap in the literature as no published empirical research on the day spa industry has comprehensively modelled the behavioural intentions of day spa customers. The comprehensive hierarchical modelling approach used in this study provides a complete and integrative analysis of the constructs under investigation in a day spa context and closes the research gap.

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

scholarly journals The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110144
Author(s):  
Ersin Eskiler ◽  
Remzi Altunışık
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Moderating Effect ◽  
Equation Modeling ◽  
High Involvement ◽  
Marketing Service ◽  
The Relationship

Future trends in customers’ postpurchasing habits and the identification of the structures that affect the formation of these trends are key determinants of long-term financial performance and competitive advantage for businesses. In the field of marketing, service quality, perceived value and customer satisfaction, and the relationship between these structures are the main factors for the determination of customer loyalty. However, empirical findings have proven to be inadequate in revealing relationships between related structures in low- and high-involvement levels of consumer groups. Therefore, the aim of this study was to examine the moderating effect of involvement in the relationship between the behavioral intentions of members of a sports-fitness center and their antecedents. For the research, face-to-face questionnaires were administered to 842 subjects who had been selected by convenience sampling performed at sports and fitness centers operating in Istanbul, and the collected data were analyzed using the structural equation modeling technique. Our results showed that there were differences in the effects of service quality, perceived value, and customer satisfaction on behavioral intentions among consumer groups in terms of low- or high-involvement levels. This article discussed the theoretical and managerial effects of the obtained results.

scholarly journals EXPLORING SERVICE QUALITY IMPACTS ON CUSTOMER SATISFACTION IN MILITARY MEDICAL CENTRES: MODERATING ROLE OF PERCEIVED VALUE

2016 ◽  
Vol 7 (2) ◽  
Author(s):  
Azman Ismail ◽  
Mohd Helmi Ali ◽  
Nur Ilyani Ranlan Rose ◽  
Anis Anisah Abdulla ◽  
Herwina Rosnan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Path Model ◽  
Survey Method ◽  
Moderating Effects ◽  
Medical Centers ◽  
Organization Analysis ◽  
The Relationship

<p>Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers’ perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers’ perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers’ perceived value. Further, this study offers discussion, implications and conclusion.</p>

scholarly journals ANALISA PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN PERCEIVED VALUE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENDIDIKAN TINGGI

2018 ◽  
Vol 12 (2) ◽  
pp. 84-93
Author(s):  
Trixie Nova Bella Tandijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
School Level ◽  
Education Students ◽  
University Level ◽  
The University ◽  
The Relationship

The importance of maintaining the quality of education of a country, making education in Indonesia also continues to make improvements both from the Elementary School level to the University level. At the University level alone, there is increasing competition between the State and Private Universities to produce more and more qualified graduates. So many universities are starting to think of strategies to win the competition. One of them by maintaining the Service Quality they provide. This study aims to determine the effect of Service Quality on Behavioral Intention or the tendency to behave, with perceived value and customer satisfaction as intervening variable high education students 2012-2016. The results of this study indicate that service quality has a positive and significant influence on perceived value and behavioral intentions, perceived value positively and significantly influence customer satisfaction and behavioral intentions, and customer satisfaction positively and significantly influence behavioral intentions. The results of this study also show that perceived value and customer satisfaction as intervening variables do not successfully mediate the relationship between service quality and behavioral intentions

scholarly journals Pengaruh Customer Perceived Value , Service Quality, Dan Physical Environment Terhadap Kepuasan Dan Kesetiaan Pelanggan

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Shelly Agustina Natawijaya Dan Keni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Positive Impact ◽  
Perceived Value ◽  
Customer Perceived Value ◽  
The Relationship

The aim of this study are : First, to explore the effect of customer perceived value , service quality, and physical  environment on customer loyalty. Second, to explore the effect of  customer perceived value , service quality, and physical  environment on customer satisfaction. Third, to explore the effect of customer satisfaction towards customer loyalty. Fourth, to find out if customer satisfaction can mediate  customer perceived value , service quality, and physical  environment towards customer loyalty.  The method of data collection is purposive sampling.  The samples of this research are collected from 326 respondents, who are the customers of  furniture store in Jakarta.  The technique of data analysis used in this study was regression analysis and mediating test to find put the hypotheses. The results are : (a) the relationship between customer perceived value , service quality, and physical  environment have a significant and positive impact toward customer loyalty; (b)  the relationship between customer perceived value , service quality, and physical  environment have a significant and positive impact toward customer satisfaction; (c) customer satisfaction has a positive impact on customer loyalty; (d) customer satisfaction  will mediate the effect of  customer perceived value , service quality, and physical  environment towards customer loyalty.

scholarly journals Kualitas Layanan dan Nilai yang Dipersepsikan terhadap Niat Pembelian Pengguna Jasa MRT dengan Kepuasan Pelanggan Sebagai Mediasi

2020 ◽  
Vol 2 (3) ◽  
pp. 838
Author(s):  
Vony Riyanto ◽  
Hetty Karunia Tunjungsari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Rapid Transit ◽  
Convenience Sampling ◽  
The Relationship ◽  
Mass Rapid Transit

Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services.  To understand this phenomenon, this study aims to investigate the effect of service quality on purchase intention with perceived value and customer satisfaction as mediated variable in Jakarta Mass Rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the 200 passengers at various MRT stations, where from 200 questionnaires obtained 151 respondents who fulfill the criteria. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data and test the hypotheses. The results of this study indicate that service quality can positively influense customer satisfaction, service quality can positively influence customers purchase intention, , perceived value positively influence customer satisfaction, perceived value can’t positively influence purchase intention, customer satisfaction can positively influence purchase intention, customer satisfaction can’t mediated positively the relationship between service quality and purchase intention, and Customer satisfaction can’t mediated positively the relationship between perceived value and purchase intention. Keberhasilan pemasar jasa transportasi umum bergantung kepada bagaimana mereka memuaskan pelanggan dengan memberikan nilai melalui kualitas layanan untuk mencapai niat pembelian pelanggan. Untuk memahami fenomena ini, penelitian ini bertujuan untuk menyelidiki pengaruh kualitas pelayanan terhadap niat pembelian dengan variabel mediasi nilai yang dipersepsikan dan kepuasan pelanggan dalam sistem Mass Rapid Transit Jakarta. Teknik convenience sampling digunakan pada penelitian untuk mengumpulkan data dengan mendistribusikan kuesioner kepada 200 penumpang di berbagai stasiun MRT, di mana dari 200 kuesioner diperoleh 151 responden yang memenuhi kriteria. Metode partial least square dari pemodelan persamaan structural digunakan untuk menganalisis data yang dikumpulkan dan menguji hipotesis. Hasil penelitian ini menunjukkan bahwa kualitas layanan dapat mempengaruhi kepuasan pelanggan secara positif, kualitas layanan dapat mempengaruhi niat pembelian secara positif, kualitas layanan dapat mempengaruhi nilai yang dipersepsikan secara positif, nilai yang dipersepsikan dapat mempengaruhi kepuasan pelanggan secara positif, nilai yang dipersepsikan tidak dapat mempengaruhi niat pembelian secara positif, kepuasan pelanggan dapat mempengaruhi niat pembelian secara positif, kepuasan pelanggan tidak dapat memediasi hubungan antara kualitas layanan dan niat pembelian, serta nilai yang dipersepsikan dapat memediasi hubungan antara kualitas layanan dan kepuasan pelanggan.

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

2020 ◽  
Vol 11 (3) ◽  
pp. 425-445
Author(s):  
Elise Wong ◽  
S. Mostafa Rasoolimanesh ◽  
Saeed Pahlevan Sharif
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Content Type ◽  
Mediating Role ◽  
Guest Satisfaction ◽  
Online Travel ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

scholarly journals How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

2016 ◽  
Vol 11 (6) ◽  
pp. 57 ◽  
Author(s):  
Irfan Muhammad ◽  
Mohammad Farid Shamsudin ◽  
Noor Ul Hadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Coefficient Of Determination ◽  
Mobile Telecommunication ◽  
Quantitative Evidence ◽  
Telecommunication Market ◽  
The Relationship

<span lang="EN-US">To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R<sup>2</sup>) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R<sup>2</sup> value of endogenous constructs (<em>f<sup>2</sup></em>&gt; 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q<sup>2</sup> value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The <em>q<sup>2</sup> </em>effect size of customer satisfaction on customer loyalty is large (<em>q<sup>2</sup></em>= 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.</span>

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