scholarly journals Consumer satisfaction–based social commerce service quality management

2020 ◽  
pp. 234094442091609
Author(s):  
Nina Shin ◽  
Sangwook Park ◽  
Hyunjung Kim
Keyword(s):  
Service Quality ◽  
Operations Management ◽  
Consumer Satisfaction ◽  
Jel Classification ◽  
Online Marketing ◽  
Service Firms ◽  
Social Commerce ◽  
Quality Factors ◽  
Service Operations Management ◽  
Functional Aspects

Social commerce (s-commerce) is a social media service enabling consumers’ participation in the online marketing and sale of products and services. This study aims to (a) identify key functional and hedonic quality factors that affect consumer satisfaction based on consumers’ perspective and (b) analyze the degree of efficiency of the quality–satisfaction relationship to propose distinct and actionable improvement strategies from the firms’ perspective. The results identified the following key quality determinants: functional aspects of durability and safety, and hedonic aspects of enjoyment, awareness, novelty, and image. The result implies that most s-commerce service firms fail to efficiently convert the enhancement of safety, awareness, and novelty into consumer satisfaction. This study contributes to the stream of literature on both s-commerce and service operations management by determining key service quality elements based on consumers’ perceptions and providing a decision-making aid to firms for quality-satisfaction efficiency improvement. JEL CLASSIFICATION: M10; L20; L81

scholarly journals The Influence of Service Quality to the Customer Satisfaction and Revisit Interest of Saporkren Ecotourism at Raja Ampat Regency

2021 ◽  
Vol 16 (2) ◽  
pp. 21
Author(s):  
Robinsar Jogi Yoshua Manullang ◽  
Siti Jahroh ◽  
Kirbrandoko
Keyword(s):  
Quality Of Life ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Local Community ◽  
Equation Modeling ◽  
Quality Factors ◽  
Buffer Zones

Ecotourism is a nature tourism that focuses on a protected area or area that contributes to the welfare of the local community and conservation and education for the community. Meanwhile, as much as 98.9 percent of the forest area under its management rights is still controlled by corporations and capital owners. While the rest which is no more than 1.1 percent of the area of ​​forest management rights is controlled by the community. Enhancing the role of forest areas, especially conservation forests, needs to be done to improve the quality of life of communities around the buffer zones. The purpose of this study is to identify service quality factors that influence customer satisfaction and interest in ecotourism visits in Saporkren, and formulate ecotourism marketing strategies in Saporkren. This is done to increase the number of ecotourism visitors in Saporkren, which of course will provide increased income for the community and improve the quality of life of the Saporkren people. The population in this study were visitors from the Saporkren ecotourism. The sampling technique uses accidental sampling and purposive sampling. The selected respondents were tourists who were visiting Saporkren and were found by researchers and tourists who had visited Saporkren at least once in the past one year. Endogenous variables (Y) and (Z) in this study are consumer satisfaction and interest in return visits. Exogenous variables (X) in this study are tangibles, reliability, responsiveness, assurance, and empathy. The data processing technique used in this study is Structural Equation Modeling (SEM) with LISREL 8.7 software. Based on the results of the study, only three out of five service quality factors were identified that affected customer satisfaction, namely tangible, reliability, and assurance. And in this study, consumer satisfaction is proven to affect the interest in a repeat visit. After that, from the interviews and Focus Group Discussion (FGD), a strategy that could be implemented in ecotourism in Saporkren was formulated to explore potential tourism that could be exploited in addition to birdwatching for tangibles, and to train and certify tour guides in Saporkren for reliability and assurance.

Building the Friendly Airline Brand

2020 ◽  
pp. 197-220
Author(s):  
Hayat Ayar Senturk
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Service Industries ◽  
Service Firms ◽  
Quality Factors ◽  
Personalized Services ◽  
Fresh Perspective ◽  
Marketing Activities ◽  
Intangible Factor ◽  
Scientific Attention

Hospitality, the hosting behavior that brings convivial and personalized services with the ultimate aim to provide psychological comfort to guests, is a growing success criterion for service firms in today's new, experience-based economy, and thus has received considerable scientific attention in the service industries literatures. In this stream of research, most of the researchers have examined airline hospitality by taking the view pre-flight, in-flight, post-flight tangible and intangible service quality factors in an integrative manner. However, recent researches have pointed out that the airline industry has evolved in a direction where the intangible factor, such as hospitality of the cabin crew, stands out rather than its concrete functions such as “transport.” In the light of this argument, the purpose of this study is, by examining various cases, to theoretically reveal the airline hospitality as a new and fresh perspective that need to be emphasized in digital marketing activities to create widespread impact on customer experiences.

Determinants of E-service quality features on customer satisfaction : A study among e-shoppers

2019 ◽  
Vol 118 (10) ◽  
pp. 76-87
Author(s):  
R. Krishnadas ◽  
R. Renganathan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Purchase Behavior ◽  
Primary Data ◽  
Survey Method ◽  
Quality Factors ◽  
Electronic Retailing ◽  
Online Channel

Electronic-Retailing(E-tailing) is gaining prominence across the globe, duly supported by advancement in technologies and digitization. The e-tailing growth has been driven by increasing smartphone & internet penetration, the launch of affordable 4G networks, the existence of security & logistics infrastructure and growing consumer wealth across the world (World Economic Forum). Exclusive customer offers, promotional campaigns, cashback and redemptions by e-commerce service providers and bankers through online channel have also aided the growth in electronic-retailing. E-tailing is a part of e-commerce, where it deals only with B2C customers. This study will be helpful in identifying influential E-service quality factors that are affecting consumer satisfaction with respect to the online channel. Survey was conducted with a structured questionnaire and responses were elicited from 230 e-tail customers. Both Primary and secondary data are used for this study. Primary data is collected through survey method. Secondary information is gathered from different sources such as online web-sources, newspapers, research journals, industry reports, etc. The study considered e-retailing customers of amazon who made at least one purchase on the website for the last year. Amazon has the highest market share among the e-retailers.The results demonstrated that post-purchase behavior aspects like on-time delivery of the product and providing the exact product at the time of delivery plays a significant role in enhancing customer satisfaction.

scholarly journals ANALISIS PENGARUH MEDIA SOSIAL TERHADAP LOYALITAS KONSUMEN DI SAYUR ORGANIK MERBABU

2020 ◽  
Vol 13 (2) ◽  
pp. 36-42
Author(s):  
Bayu Murya ◽  
Lasmono Tri Sunaryanto ◽  
Hendrik Johannes Nadada
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Factors ◽  
Vegetable Products ◽  
Analysis Technique

Merbabu Organic Vegetable is company engaged in agribusiness that sells quality fresh vegetable products produced from its own garden. Vegetable products are now starting to be marketing strategies, Merbabu Organic Vegetables need to understand what consumers really want and what things effect consumer satisfaction when making vegetable purchases. This study aims to analyze the influence of social media and quality of service to the satisfaction of vegetable consumers in Merbabu Organic Vegetables.This type of research is quantitative descripyive survey method, The sampling technique uses The Non Probability Sampling method with the number of samples used as many as 108 respondents. The data analysis technique used in SEM ( Structural Equation Modeling ) analysis, which is operated through the IBM AMOS V.22 program. Results research shows that service quality has a positive and significant effect on sonsumer satisfaction of vegetables in Organic Merbabu Vagetables.Significant indicators shape service quality factors including trust, responsiveness, assurance, empathy and physical evidence. Although social media factors show insignificant results and are negatively related, all the indicators that form such as facebook, instagram and whatsApp have significant results on social media.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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