scholarly journals Determinants of Courier Service Quality in e-Commerce from Customers’ Perspective

2020 ◽  
Vol 24 (2) ◽  
pp. 137 ◽  
Author(s):  
Aleksandra Gulc
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Point Of View ◽  
Survey Method ◽  
Future Research ◽  
Original Research ◽  
Visual Identification ◽  
Courier Service ◽  
Key Dimensions ◽  
Customers Perspective

<p><strong>Purpose:</strong> In recent years, the increasing popularity of e-commerce has become a driving force behind the development of courier service both in Poland and worldwide. In order to face growing competition on courier market and meet clients’ expectations, one of the crucial strategic goal of courier operators is to provide high quality service. The aim of the article is to identify and classify the key factors which determine the perception of courier service quality by customers shopping online.</p><p><strong>Methodology/Approach:</strong> The first part of paper is focused on the literature review concerning the determinants of courier service quality from customers’ perspective. Next, a survey method was used to collect data among customers using courier service while shopping online in Poland. Finally, the exploratory factor analysis was used to indicate the key dimensions and factors effecting the courier service quality perceived by customers.</p><p><strong>Findings:</strong> The article presents the complex review of literature concerning determinants of courier service and the original scale, which can be used to measure courier service quality. The results of author’s empirical research indicated that, the key dimensions effecting courier service quality from the customers point of view were: Reliability, Visual Identification, Service Complexity, Relational Capital, Social Responsibility, Responsiveness, Technical Quality.</p><p><strong>Research Limitation/implication:</strong> As the reseach aim was to develop the scale of courier service quality, in future research the CFA method (Confirmatory Factor Analysis) should be used to verify the scale. The main limitation of this research concerned a perspective of one stakeholder participating in the process of courier service – e-clients. The further research would be focused on identification of determinants of courier service quality in opinion of online shops and courier companies and development of models resenting the relations between them.</p><strong>Originality/Value of paper:</strong> This paper presents the original research that provides new knowledge about determinants of courier service quality in e-commerce. The literature analysis has shown that the previous research were often fragmentary and situational, but also did not take into account the specificity of e-commerce branch.

Performance-based service quality model in postgraduate education

2017 ◽  
Vol 34 (5) ◽  
pp. 626-648 ◽  
Author(s):  
Magdy A. Khalaf ◽  
Nevien Khourshed
Keyword(s):  
Higher Education ◽  
Factor Analysis ◽  
Service Quality ◽  
Postgraduate Education ◽  
Point Of View ◽  
Survey Method ◽  
Quality Model ◽  
Content Type ◽  
Postgraduate Students ◽  
Validity Tests

Purpose The purpose of this paper is to promote and analytically verify an advanced assessment design to evaluate service quality (SQ) especially in postgraduate higher education. Design/methodology/approach This research adopts a quantitative approach through a survey method. A structured questionnaire was designed as a means for collecting data. Data were collected from 182 postgraduate students in an Egyptian higher education university. Data were examined by exploratory factor analysis to pinpoint the main irregularities explained by the extracted factors. Then, confirmatory factor analysis was carried out to filter the ratios and empirically test the assessment efficiency of the developed model. Findings The final model consists of 33 items loaded into eight dimensions for measuring performance-based SQ of the postgraduate higher education. The results are satisfactory in terms of unidimensionality, trustworthiness, and validity tests. Research limitations/implications Although the empirical results are significant, a comparative study can identify relative strengths and weaknesses of this model. Practical implications For improving postgraduate higher education institutions’ quality, this paper highlights some dimensions and attributes that should be considered. Originality/value The literature proposes that there is an opportunity to handle SQ from the point of view of postgraduate students covering different contexts to further build a more comprehensive structure specifically for postgraduate higher education SQ. This paper deals with this research gap with analytical confirmation within the context of postgraduate programs in an Egyptian university.

scholarly journals Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

scholarly journals Kualitas Pelayanan Perpustakaan (Studi Kasus pada Perpustakaan IAIN Sunan Kalijaga yogyakarta)

2015 ◽  
Vol 1 (2) ◽  
pp. 4
Author(s):  
Anis Masruri
Keyword(s):  
Service Quality ◽  
Field Research ◽  
Research Field ◽  
Point Of View ◽  
Survey Method ◽  
Quality Factors ◽  
Library Service ◽  
State Institute ◽  
Factors Influencing

This study is aimed at describing the library service quality of State Institute for Islamic Studies (IAIN) Sunan Kalijaga Yogyakarta from the point of view of users, and at finding out factors influencing it. This description is really important in order to be able to develop it, as the supporter of realizing the three responsibilities of university or institute, namely education, research, and social service. This study uses a descriptive qualitative approach of survey method. Sampling is taken from the group of library users numbering 338 people, and 50 of library staffs. Whereas data collecting is conducted through library research, field research consisting ofdocumentation, questionnaire, and interview The data is organized in tables offrequency and percentage distribution, and it is then described. Based on the service quality concept quoted from the decision of minister of state apparatus empowerment no. 8l of L993, there are ten indicators of service quality namely simplicity, clarity and certainfy,o pennesse, fficiency, economy,f air distribution, punctuality, physical facility, capacity and staff attitude. The result of study indicates that the library service quality of IAIN Sunan Kalijaga yogyakarta based on of users' opinion is generally good. This conclusion is based on the mean result7O.247o of the users have good opinion about the indicators of the library service quality. Factors influencing the library service quality are organization climate (87.007o),s upervisions ystem( 68.67Vo)a, nd bureaucracys tructure( 85.337o)A. lthough the serviceq uality at the IAIN Sunan Kalijaga's Library is in general good, there are things to consider. The first is about library location which is, accarding to the majority of users, not strategic. The second, is the necessity of developing service security and comfortable service' The third is the necessity ofdeveloping reliable physical facilities. Lastly, it is necessary to develop library collection both in quantity and in quality taking the needs of new departments and study programs into consideration.

scholarly journals Analysis of the tourists' motivation for staying in cities: The case study of the City of Belgrade

2021 ◽  
Vol 57 (45) ◽  
pp. 51-65
Author(s):  
Milena Podovac
Keyword(s):  
Factor Analysis ◽  
Urban Tourism ◽  
Primary Data ◽  
Survey Method ◽  
Future Research ◽  
Sociodemographic Characteristics ◽  
Research Findings ◽  
The City ◽  
Descriptive Statistical Analysis

This paper presents the results of research on the tourists' motivation for staying in the City of Belgrade. The purpose of this paper is to identify the motives for which tourists usually stay in Belgrade and to examine the existence of statistically significant differences between the motives of tourists depending on their sociodemographic characteristics (gender, age, education and origin). The research sample included 250 respondents who had stayed in Belgrade. Belgrade is the most visited destination of urban tourism thanks to the quality and diversity of tourist offer, which can satisfy different motives of tourists. In order to collect primary data, a survey method was applied while descriptive statistical analysis, t-test of independent samples and one-factor analysis of variance (ANOVA) were used to process the collected data. The research findings indicate that the largest number of respondents stayed in Belgrade due to: business reasons, scientific conferences, visits to relatives and/or friends, sightseeing of the city and nightlife. Based on the theoretical analysis and results of empirical research, the recommendations for future research were also presented in the paper.

P-TRANSQUAL: a service quality model of public land transport services

2015 ◽  
Vol 32 (6) ◽  
pp. 534-558 ◽  
Author(s):  
I Gede Mahatma Yuda Bakti ◽  
Sik Sumaedi
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Public Transport ◽  
Survey Method ◽  
Public Land ◽  
Quality Model ◽  
Content Type ◽  
Transport Services ◽  
The Stability

Purpose – The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services. Design/methodology/approach – This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’s α analysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested. Findings – A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia. Research limitations/implications – This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures. Practical implications – Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage. Originality/value – This paper has tested a new model of service quality for public transport services, especially paratransit services.

scholarly journals How the Loyalty of Expedition Business Can Be Formed Through Trust and Satisfaction

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Esti Nur Wakhidah ◽  
Budhi Haryanto
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Point Of View ◽  
Mediation Effect ◽  
Future Research ◽  
Customer Trust ◽  
The Relationship

<p>The purpose of this study is to examine the role of satisfaction and trust in mediating the relationship between service quality and brand image, and customer's intention to be loyal. The data is collected using survey and conducted by distributing questionnaire through a website. Website is selected as a media to distribute th research instrument because today marketplace shows a shift from offline to online platform. This study selected 200 people who have the intention to loyal with Jalur Nugraha Ekakurir (JNE) service as samples. Structural Equation Model (SEM) is statistical method chosen to elaborate the relationship among the variables. The result of this research indicates that service quality and brand image have positive and significant effect on satisfaction and trust. In addition, this research also find the mediation effect of satisfaction and trust in shaping customer loyalty. This study also discusses the implications from theoretical, practical, and future research, point of view.</p><p><strong> </strong></p><p>Keywords: Service Quality, Brand Image, Customer Satisfaction, Customer Trust, Customer Loyalty</p>

Novelty seekers and impulsive subjects are low in morningness

2004 ◽  
Vol 19 (2) ◽  
pp. 79-84 ◽  
Author(s):  
Hervé Caci ◽  
Philippe Robert ◽  
Patrice Boyer
Keyword(s):  
Factor Analysis ◽  
Personality Disorders ◽  
Trait Anxiety ◽  
Circadian System ◽  
Point Of View ◽  
Future Research ◽  
Novelty Seeking ◽  
Temperament And Character Inventory ◽  
Composite Scale ◽  
Character Inventory

AbstractThe bipolar dimension of morningness–eveningness refers to the preferred times of day for achieving various activities (i.e. the phase of the circadian clock). It is validated from a biological point of view, associated with at least one gene and heritable through an epistatic mechanism. It has been used as a proxy to study the relationships between the circadian system, personality and psychopathology: there is a correlation between the evening orientation and depression, extraversion and, probably, impulsivity. Furthermore, there is a possible relationship with temperament in children as theorized by Thomas and Chess. In this paper, we expanded on the hypothesis that impulsive subjects are low in morningness by performing a factor analysis of the Composite Scale of Morningness, Cloninger’s temperament and character inventory, and Spielberger’s trait anxiety inventory in a sample of 129 males. The results can probably be extended to women. Morningness is negatively correlated with novelty seeking (which includes an impulsivity facet), positively correlated with persistence, and independent of character dimensions and trait anxiety. Future research may focus in the involvement of the circadian system in these personality dimensions and facets, and the benefits of adding chronotherapic manipulations in the treatment of the personality disorders.

scholarly journals The effect of e-service quality and after-sales e-service quality on e-satisfaction

2021 ◽  
Vol 9 (3) ◽  
pp. 1137-1155
Author(s):  
Kamil Çelik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Survey Method ◽  
System Availability ◽  
Confirmatory Factor ◽  
Positive Effect

This study investigates the effects of e-service quality and after-sales e-service dimensions of e-commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and 417 hepsiburada.com customers reached by random sampling method were included in the study. E-S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after-sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equation model. According to the analysis findings, system availability, fulfilment, responsiveness, and compensation had a significant and positive effect on e-satisfaction, and efficiency, privacy, and contact have no significant and positive effect on e-satisfaction. The findings were interpreted, and suggestions were provided.

scholarly journals Impact of service quality on satisfaction and loyalty of tourists in rural tourism of Šumadija and Western Serbia

2020 ◽  
Vol 67 (4) ◽  
pp. 1071-1086
Author(s):  
Goran Perić ◽  
Sandra Dramićanin ◽  
Marko Gašić
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Rural Tourism ◽  
Equation Modeling ◽  
Survey Method ◽  
Future Research ◽  
Important Place ◽  
Tourist Satisfaction ◽  
Tourism Service ◽  
The Impact

The issue of rural tourism service quality does not retain a sufficiently important place in the existing domestic and foreign literature. The purpose of this research in service quality, which is an important initiator of tourist satisfaction and loyalty in rural tourism. The survey was conducted at the beginning of 2020 using a questionnaire-based survey method to 299 respondents. With the purpose of checking the impact of the service quality on the satisfaction and loyalty of tourists in rural tourism of Šumadija and Western Serbia, an analysis was performed using SEM-Structural Equation Modeling. The survey results point there is a direct correlation between service quality and satisfaction, and as well between loyalty and satisfaction. Between service quality and loyalty there is not a direct link, but there is a large indirect effect by satisfaction. The implications of this research, limitations and future research recommendations for are outlined.

scholarly journals Mapping the structure and evolution of JISIB: A bibliometric analysis of articles published in the Journal of Intelligence Studies in Business between 2011 and 2017

2019 ◽  
Vol 8 (3) ◽  
Author(s):  
José Ricardo López-Robles ◽  
Jose Ramón Otegi-Olaso ◽  
Rubén Arcos ◽  
Nadia Karina Gamboa- Rosales ◽  
Hamurabi Gamboa-Rosales
Keyword(s):  
Performance Analysis ◽  
Bibliometric Analysis ◽  
Collective Intelligence ◽  
Point Of View ◽  
Future Research ◽  
Original Research ◽  
Social Challenges ◽  
Main Research ◽  
Open Platform ◽  
The Impact

Today, organizations are facing technological, economic and social challenges thatrequire the intelligent use of data, information and knowledge. To this end, organizations aredeveloping capabilities around intelligence. From the organizational point of view, intelligencein business is a relatively new field study, so it is convenient to know and understand what themain themes are and their evolution in order to facilitate their integration. Taking this intoaccount, the current research conducts a conceptual and structural analysis of the Journal ofIntelligence Studies in Business (JISIB). JISIB is one of the few academic journals devotedpurely to publishing articles about business intelligence, collective intelligence, competitiveintelligence, economic intelligence, market intelligence, marketing intelligence, scientific andtechnical intelligence, strategic intelligence, and their equivalent terms in other languages. Thisanalysis is carried out by quantifying the main bibliometric performance indicators, identifyingthe main authors and evaluating the development of the main themes within it using SciMATas a bibliometric analysis software. To this purpose, the documents published in JISIB from2011 to 2017 were retrieved from two different sources: the JISIB official web page and the Webof Science. In this way, the bibliometric performance analysis evaluates the impact of thescientific output based on publications and their citations, while science mapping illustrates theintellectual structure of the journal and the evolution of the main research themes. Bearing inmind that JISIB provides an open platform for the publication of original research articles,opinion articles, book reviews and conference proceedings about the intelligence field, thisresearch allows to understand its structure and evolution and all the themes associated with it.It provides a framework to support intelligence researchers and professionals in thedevelopment and direction of future research by identifying emerging, transversal, core anddeclining themes. Finally, this study includes a performance analysis of JISIB.

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