The relationship between job stress and service quality, and the moderating effect of organizational justice

2014 ◽  
Vol 16 (3) ◽  
pp. 389-397
Author(s):  
Kwan Young Ahn
Keyword(s):  
Service Quality ◽  
Organizational Justice ◽  
Job Stress ◽  
Moderating Effect ◽  
The Relationship

scholarly journals The Moderating Effect of Technology Acceptance Perspectives on the Formation of e-SQ and Service Satisfaction in Low Cost Carrier Airline

2014 ◽  
Vol 2 (2) ◽  
pp. 41-47 ◽  
Author(s):  
Muhammad Khairi Majid ◽  
Norhani Bakri ◽  
Nur Shazwani Laila Junaidi ◽  
Rahmat Roslan Buang
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Low Cost ◽  
Moderating Effect ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Service Satisfaction ◽  
Perceived Ease Of Use ◽  
Low Cost Carrier ◽  
The Relationship

As there is an increasing demand in public transportation and electronic transaction, the service quality of website determines the success of the service provider. Therefore, electronic service quality (e-SQ) plays an important role for any business involved in online transaction to attract customers. Customer’s assessment of e-SQ is usually based on their actual experiences of interaction with the website. According to previous research, there exists relationship between e-SQ and service satisfaction. The moderating effect of technology acceptance model (TAM) shows positive result. As e-SQ and TAM improve, this will, in turn, improve service satisfaction. However, the relationship between “e-SQ-TAM service satisfactions” has been found to be not consistent in the case of low cost carrier airline in Malaysia. With concern to further understanding of this area, the present study explores dimensions of e-SQ in low cost carrier airline context and their relationship with service satisfaction. Furthermore, the moderating effect of perceived ease-of-use and perceived usefulness (TAM) was explored. This study employed convenience sampling and questionnaire method to gain data; 392 completed questionnaires were gathered from Malaysia Airline Industry (low cost carrier) website users. The result indicated that e-SQ dimensions: customization, site privacy and aesthetic, efficiency, system availability and fulfillment constitute e-SQ for low cost carrier airline. Moreover, the result also illustrates that perceived ease-of-use and perceived usefulness (TAM) positively moderate the relationship between e-SQ and service satisfaction.

scholarly journals Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector

2019 ◽  
Vol 23 (1) ◽  
pp. 44-55 ◽  
Author(s):  
Bindu K. Nambiar ◽  
Hareesh N. Ramanathan ◽  
Sudhir Rana ◽  
Sanjeev Prashar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Banking Sector ◽  
Moderating Effect ◽  
Customer Knowledge ◽  
Perceived Service Quality ◽  
Value Evaluation ◽  
The Right ◽  
The Relationship

The purpose of the article is to recognize the moderating effect of customer knowledge on perceived service quality and customer satisfaction through customer value evaluation in the Indian banking sector. This knowledge can considerably streamline the effort banks invest in acquiring the right kind of customers. The results of the study indicated that perceptions of service quality positively impacted customer value evaluation. Moreover, customer knowledge strengthened the relationship that the empathy and responsiveness dimensions of service quality had with customer value evaluation and moderated the relationship that reliability and tangibility dimensions had with customer value evaluation.

scholarly journals PERAN KETERLIBATAN PRODUK DALAM MEMODERASI HUBUNGAN ANTARA KUALITAS LAYANAN DARING TERHADAP KEPUASAN DARING

2019 ◽  
pp. 288
Author(s):  
Miftahul Jannah ◽  
Sahid Susilo Nugroho ◽  
Indriyo Gitosudarmo
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Moderating Effect ◽  
Survey Method ◽  
Hierarchical Regression ◽  
Website Design ◽  
Product Involvement ◽  
Five Dimensions ◽  
Study Approach ◽  
The Relationship

Abstract: The Role of Product Involvement in Moderating the Relationship Between OnlineService Quality and Online Satisfaction. The moderating effect of product involvement on therelationship between e-service quality and e-satisfaction. This study is aimed to examine the effectof five dimensions of e-service quality: (1) website design, (2) reliability, (3) customer service,(4) security/privacy, and (5) after sales service, on e-satisfaction and e-loyalty. The study alsoanalyzed the moderating effects of product involvement on the relationship between e-servicequality and e-satisfaction. A quantitative study approach using survey method is adopted to reach228 respondents. The data is analyzed by simple, multiple , and hierarchical regression methods toexplore direct and moderating effect among intended variables. The study findings confirmed thatreliability, customer service, and after sales service have influenced e-satisfaction.Keywords: e-service quality; e-satisfaction; product involvement.

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