Investigating the effect of pharmaceutical logistics service performance on customer satisfaction: a two-step approach with structural equation modeling

Abstract Background These days, pharmaceutical customers are the utmost stakeholders in the healthcare supply chain, and ensuring their satisfaction with the logistics services has become worthwhile. This study aimed to investigate the effect of perceived logistics service performance on customer satisfaction in the public health facilities served under the Ethiopian Pharmaceutical Supply Agency of the western cluster. Methods An analytical cross-sectional study was conducted between January and February 2020. We selected 269 respondents using a multistage sampling technique. A pretested semi-structured questionnaire was used to collect the intended data. We employed SPSS version 26 and AMOS 22 software to analyze the quantitative data. The findings obtained from the open-ended questions were summarized in word document manually and used to discuss the quantitative data. We tested the hypotheses using structural equation modeling. Results Of the 269 questionnaires, 247 were duly completed and returned, making a 92% response rate. The findings indicated that the pre-transaction logistics service components (β = 0.31, p < .001), the transaction logistics service components (β = 0.54, p < .001), and the post-transaction logistics service components (β = 0.62, p < .001) influenced customer satisfaction positively and significantly explaining 77.1% of variations. The respondents indicated that the right person with appropriate qualifications, adequate knowledge, and experience should be employed to provide specific logistics services to please clients. Conclusion It is worth pointing out that the higher logistics services performances are likely to enhance customer satisfaction. Therefore, logistics managers should strive to ensure customers get the desired products and services reliably to increase their satisfaction even better than the current performance.

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MODEL STRUKTURAL BRAND LOYALTY MELALUI CUSTOMER SATISFACTION: STUDI KASUS SPBU PERTAMINA DI MANADO

Klabat Journal of Management ◽

10.31154/kjm.v2i1.555.1-19 ◽

2021 ◽

Vol 2 (1) ◽

pp. 1

Author(s):

Yeane Koyongian ◽

Ronny Walean

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Brand Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Cross Sectional

Penelitian ini bertujuan untuk mengetahui model struktural yang digunakan dalam menjelaskan pengaruh kepuasan konsumen terhadap loyalitas merek. Ada tiga variabel eksogen yaitu citra perusahaan, kualitas layanan dan nilai yang dirasakan. Dua variabel endogen adalah loyalitas merek dan kepuasan pelanggan. Penelitian ini adalah survei cross-sectional terhadap 284 responden yang menggunakan pemodelan persamaan struktural dua langkah dengan estimasi kemungkinan maksimum. Pengumpulan data menggunakan kuesioner dengan metode skala likert. Teknik analisis yang digunakan adalah Structural Equation Modeling (SEM) dengan program AMOS 21. Hasil penelitian menemukan bahwa citra perusahaan, kualitas layanan dan nilai yang dirasakan berpengaruh signifikan terhadap kepuasan pelanggan. Citra perusahaan, kualitas layanan, nilai yang dipersepsi tidak berpengaruh signifikan terhadap loyalitas merek. Kepuasan pelanggan berpengaruh signifikan terhadap loyalitas merek. Uji Sobel menemukan bahwa variabel kepuasan pelanggan mampu memediasi kualitas layanan, citra perusahaan, dan nilai yang dipersepsikan terhadap loyalitas merek. Kata kunci: Citra Perusahaan, Kepuasan Pelanggan, Kualitas Layanan, Loyalitas Merek, Nilai Persepsi

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FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v2i1.28 ◽

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

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Stress and Its Impact on Academic and Social Life of Undergraduate University Students in Ghana: A Structural Equation Modeling Approach

Open Education Studies ◽

10.1515/edu-2020-0100 ◽

2020 ◽

Vol 2 (1) ◽

pp. 37-44

Author(s):

Koawo Edjah ◽

Francis Ankomah ◽

Ebenezer Domey ◽

John Ekow Laryea

Keyword(s):

Structural Equation Modeling ◽

Undergraduate Students ◽

Social Life ◽

Structural Equation ◽

Positive Impact ◽

Survey Design ◽

Equation Modeling ◽

Cross Sectional Survey ◽

Satisfaction Scale ◽

Cross Sectional

AbstractStress is concomitant with students’ life and can have a significant impact on their lives, and even how they go about their academic work. Globally, in every five visits by patients to the doctor, three are stress-related problems. This study examined stress and its impact on the academic and social life among students of a university in Ghana. The descriptive cross-sectional survey design was employed. Using the stratified and simple random (random numbers) sampling methods, 500 regular undergraduate students were engaged in the study. A questionnaire made up of Perceived Stress Scale and Students’ Life Satisfaction Scale was used to gather data for the study. Frequencies, percentages, means and standard deviation, and Structural Equation Modeling (SEM), with AMOS were used for the analyses. It was found that majority of the students were moderately stressed. Paramount among the stressors were academic stressors, followed by institutional stressors, and external stressors. Stress had a significant positive impact on the academic and social life of students. It was concluded that undergraduate students, in one way or the other, go through some kind of stress during the course of their study. It was recommended that the university, through its Students’ Affairs, and Counselling Sections, continue to empower students on how to manage and deal with stress in order to enhance their academic life.

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Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping

Administrative Sciences ◽

10.3390/admsci11010006 ◽

2021 ◽

Vol 11 (1) ◽

pp. 6

Author(s):

Cristina Calvo-Porral ◽

Jean-Pierre Lévy-Mangin

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Structural Equation ◽

Equation Modeling ◽

Environmental Cues ◽

Store Choice ◽

Store Attributes ◽

Store Environment ◽

Hedonic Shopping ◽

Atmospheric Variables

Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors.

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Comparing the service experience of satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model

International Journal of Wine Business Research ◽

10.1108/ijwbr-12-2018-0070 ◽

2019 ◽

Vol 32 (2) ◽

pp. 301-324

Author(s):

Matti Haverila ◽

Kai Haverila ◽

Mehak Arora

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Structural Equation ◽

Design Methodology ◽

Equation Modeling ◽

Value For Money ◽

Service Experience ◽

Content Type ◽

Survey Results ◽

Repurchase Intent

Purpose The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the relationships in the model in terms of service experience to better understand customer needs. Design/methodology/approach The data used in this study were derived from a survey conducted among wineries in British Columbia, Canada. Analysis of survey results using the partial least squares structural equation modeling was undertaken. Sample size was 402. Findings The findings show that the SERVQUAL constructs that had the most impact on customer satisfaction and dissatisfaction were tangibility and assurance. Somewhat surprisingly, the perceived value for money construct was not significantly related to customer satisfaction but was significantly related to repurchase intent. Furthermore, all SERVQUAL constructs, except the reliability construct, were significantly related to customer satisfaction. Originality/value This study provides an overview of how wineries can improve their services to increase the number of satisfied customers.

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Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Jurnal Ekonomi Bisnis dan Kewirausahaan ◽

10.26418/jebik.v7i1.24826 ◽

2018 ◽

Vol 7 (1) ◽

pp. 33

Author(s):

Budi Setyanta

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Survey Method ◽

Customer Involvement ◽

Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

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Implementation of Online Hospitals and Factors Influencing the Adoption of Mobile Medical Services in China: Cross-Sectional Survey Study (Preprint)

10.2196/preprints.25960 ◽

2020 ◽

Author(s):

Huanlin Wang ◽

LanYu Liang ◽

ChunLin Du ◽

YongKang Wu

Keyword(s):

Structural Equation Modeling ◽

Structural Equation ◽

Western China ◽

Medical Services ◽

Equation Modeling ◽

Cross Sectional ◽

Medical Resources ◽

Hypothesis Model ◽

Effort Expectancy ◽

Willingness To Use

BACKGROUND Online hospitals are part of an innovative model that allows China to explore telemedicine services based on national conditions with large populations, uneven distribution of medical resources, and lack of quality medical resources, especially among residents needing to be protected from COVID-19 infection. OBJECTIVE In this study, we built a hypothesis model based on the unified theory of acceptance and use of technology in order to analyze the factors that may influence patients’ willingness to use mobile medical services. This research was designed to assist in the development of mobile medical services. Residents who do not live in urban areas and cannot access medical assistance would greatly benefit from this research, as they could immediately go to the online hospital when needed. METHODS A cross-sectional study based at the West China Hospital, Sichuan University, was conducted in July 2020. A total of 407 respondents, 18 to 59 years old, in Western China were recruited by convenience sampling. We also conducted an empirical test for the hypothesis model and applied structural equation modeling to estimate the significance of path coefficients so that we could better understand the influencing factors. RESULTS Out of 407 respondents, 95 (23.3%) were aware of online hospitals, while 312 (76.7%) indicated that they have never heard of online hospitals before. Gender (<i>P</i>=.048) and education level (<i>P</i>=.04) affected people’s willingness to use online hospitals, and both of these factors promoted the use of online hospitals (odds ratio [OR] 2.844, 95% CI 1.010-8.003, and OR 2.187, 95% CI 1.031-4.636, respectively). According to structural equation modeling, the results of the path coefficient analysis indicated that performance expectancy, effort expectancy, and facilitating conditions have positive effects on patients’ willingness to use online hospitals. CONCLUSIONS The goal of our research was to determine the factors that influence patients’ awareness and willingness to use online hospitals. Currently, the public’s awareness and usage of online hospitals is low. In fact, effort expectancy was the most important factor that influenced the use of online hospitals; being female and having a high education also played positive roles toward the use of mobile medical services.

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Loneliness, Emotion Dysregulation, and Internalizing Symptoms During Coronavirus Disease 2019: A Structural Equation Modeling Approach

Frontiers in Psychiatry ◽

10.3389/fpsyt.2020.581494 ◽

2021 ◽

Vol 11 ◽

Author(s):

Patrizia Velotti ◽

Guyonne Rogier ◽

Sara Beomonte Zobel ◽

Rosetta Castellano ◽

Renata Tambelli

Keyword(s):

Structural Equation Modeling ◽

Los Angeles ◽

Internalizing Symptoms ◽

Emotion Dysregulation ◽

Structural Equation ◽

Demographic Data ◽

Clinical Intervention ◽

Equation Modeling ◽

Emotional States ◽

Cross Sectional

Background: Our study aimed to test the hypotheses that an increased level of loneliness experienced during coronavirus disease 2019 (COVID-19) confinement was predictive of internalizing symptoms and that this pathway was mediated by emotion dysregulation levels.Methods: To reach this aim, we performed an online longitudinal survey recruiting 1,330 participants at Time 1 (at the beginning of the lockdown) and 308 participants at Time 2 (few days before the end of the lockdown). All filled out a set of questionnaires: demographic data, University of California, Los Angeles Loneliness scale, Difficulties in Emotion Regulation Scale−18 items, and Depression Anxiety and Stress Scale−21 items. Hypotheses were tested using structural equation modeling in two steps and controlling for age. First, hypotheses were tested on cross-sectional data. Then, a cross-lagged panel analysis was performed on longitudinal data.Results: Models obtained a good fit and evidenced the predictive role of loneliness levels on the three outcomes (i.e., depression, anxiety, and stress). Moreover, we found that emotion dysregulation levels partially mediated the longitudinal relationship between loneliness and both depression and stress but not between loneliness and anxiety levels.Conclusions: This study points out that a central goal of clinical intervention could be the ability to regulate negative emotional states.

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