scholarly journals Impact of Customer Orientation, Service Orientation, Service Quality, Service Encounter Quality and Perceived Value towards Customers Satisfaction and Behavioural Intention: In Retail Context

2013 ◽  
Vol 3 (1) ◽  
Author(s):  
Wee Ming Lau ◽  
◽  
Hosea Vui Chung Lim ◽  
Diana Atton ak Paul ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Orientation ◽  
Perceived Value ◽  
Behavioural Intention ◽  
Service Encounter ◽  
Service Orientation ◽  
Quality Service

scholarly journals Employees' perception of service orientation: An exploratory study

2000 ◽  
Vol 3 (1) ◽  
pp. 143-151
Author(s):  
K. K. Govender
Keyword(s):  
Service Quality ◽  
Exploratory Study ◽  
Sample Survey ◽  
Service Encounter ◽  
Service Orientation ◽  
Matched Sample ◽  
Direct Control ◽  
High Quality ◽  
Service Firm ◽  
Bank Employees

In a matched sample survey of bank employees and customers, it was found that the employees' perception of the service orientation [SERVOR] of the banks, is positively correlated with the customers' perception of their overall service quality [SQUAL]. Service firm managers should take note that in the absence of direct control of the service encounter, organizational practices and procedures that treat service as top priority, are also likely to succeed in delivering service of high quality.

The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty

2018 ◽  
Vol 37 (1) ◽  
pp. 76-87 ◽  
Author(s):  
Solimun Solimun ◽  
Adji Achmad Rinaldo Fernandes
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Mediation Effect ◽  
Telecommunication Service ◽  
Service Orientation ◽  
Quality Service ◽  
Content Type ◽  
Marketing Mix Strategy

Purpose The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty, in a study in Telkomsel-Indonesia. The product used in this research will take the telecommunication service product categories with a number of products available in the market. In this research, the telecommunication service products of Telkomsel with various features as the research objects were studied. Design/methodology/approach The population of this research is Telkomsel customers who use the products of Halo, As and Simpati, domiciled in Malang, 2016. Since it was impossible to get the exact number of customers, the population in this study is infinite. The study had a sample size of 200 respondents. This research uses the structural equation modeling (SEM) analysis techniques along with AMOS methods. Findings The quality of service, service orientation, and strategy marketing mix applied by the company are not all variables can directly affect customer loyalty, but must first going through satisfaction. Which means that companies must first need to understand what the customer needs through variable service quality, service orientation, and marketing mix strategy so that the customers feel loyal when the level of satisfaction is resolved. The service quality provided by the telecommunications industry needs to be improved in order to improve customer satisfaction and loyalty of telecommunications services, especially for Telkomsel in Malang. Originality/value Originality for this paper shows: mediation effect (using the Sobel test) customer satisfaction on the effect of service quality, service orientation and marketing mix strategy to customer loyalty; location of the study (no previous research for this relationship): telecommunication services in Malang, Indonesia.

Promoting a Service Culture for Community Policing in Thailand

2005 ◽  
Vol 7 (1) ◽  
pp. 24-35 ◽  
Author(s):  
Sarit Puthpongsiriporn ◽  
Truong Quang
Keyword(s):  
Service Quality ◽  
Police Officers ◽  
Community Policing ◽  
Successful Implementation ◽  
Service Orientation ◽  
Quality Service ◽  
Metropolitan Police ◽  
Service Culture ◽  
External Communication ◽  
Service Oriented

This paper examines the relevance of cultivating a service-oriented culture in the police organisations as a promoting force to the successful implementation of community policing. A survey was conducted with 656 police officers working in metropolitan police divisions of the Royal Thai Police, which has been selectively implementing community policing, to address the issue. The findings show that three out of the seven dimensions of service culture values correlate positively with the extent of community policing commitment. Specifically, the more the police exhibit the values of service quality, service orientation, and external communication, the more they demonstrate their commitment to the practice of community policing. Drawing on the survey findings, the paper makes several recommendations on the use of service culture to facilitate the implementation of community policing.

scholarly journals Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria

2014 ◽  
Vol 20 ◽  
pp. 66-80 ◽  
Author(s):  
Mukarramah Modupe Adeola ◽  
Sulaimon Olanrewaju Adebiyi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Descriptive Statistics ◽  
Air Transport ◽  
Primary Data ◽  
Survey Method ◽  
Quality Service ◽  
Sudden Rise

The success of airlines depends majorly on the ability to identify customers‟ wants and needs, and factor it in the quality service that would meet customers‟ satisfaction. Thus, there is need for continuous research so as to assist all the players survive in the changing business environment.This paper examines service quality, perceived value and customer satisfaction as the determinant of choice of airline by air travellers in Nigeria. Survey method was employed using primary data obtained through the use of questionnaires. 220 questionnaires were administered by the researcher through purposive sampling to air travellers at MM2 in Lagos which 200 were returned and properly filled. The questionnaires were analysed using descriptive statistics, correlation and regression with the support of SPSS 17. The study revealed that the income/social status, poor states of roads as well as the insecurity accounts for the sudden rise in air transport travellers and that service quality, perceive value influences their satisfaction level on the choice of airline. Therefore, airline companies in Nigeria should increase the quality of service since many users of the air transport requires it and make sure passengers fare paid should commensurate the service delivered so as to enhance travellers patronage.

scholarly journals ANALYSIS OF ATMOSPHERICS, FOOD QUALITY, SERVICE QUALITY, AND PERCEIVED VALUE THAT ARE DIED BY ASICICOMIC SATISFACTION TO BEHAVIORAL INTENTION

2019 ◽  
Vol 17 (1) ◽  
pp. 15
Author(s):  
Rowlan Takaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Quantitative Approach ◽  
Quality Service ◽  
The Way

The problem of this research was to identified the factors that have effects on behavioral intentions such as analsys atmospherics, food quality, and service quality, perceived value, with mediation customer satisfaction.The objectives of this research was people who ever tried Nanny’s Pavillon in South Jakarta. The methodology of this research was the design applies quantitative approach. Data collected by 154 customers of Nanny’s Pavillon. Finding and contribution in this research was provide suggestion for Nanny’s Pavillon to concern about the way to atmospherics, food quality, service quality, perceived value, and customer satisfaction because it has an effect to behavioral intentions for Nanny’s Pavillon.Research Limitation/ implication in this research were this research only for the Nanny’s Pavillon’s customer in South Jakarta, so this result of this research couldn’t be generalization and not applied for all Nanny’s customer in Jakarta

Will destination image drive the intention to revisit and recommend? Empirical evidence from golf tourism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tat-Huei Cham ◽  
Jun-Hwa Cheah ◽  
Hiram Ting ◽  
Mumtaz Ali Memon
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Behavioural Intention ◽  
Destination Image ◽  
Related Factors ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Impact ◽  
The Relationship

PurposeDespite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.Design/methodology/approachData was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.FindingsThe findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.Originality/valueThis study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.

Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah

2011 ◽  
Vol 3 (1) ◽  
pp. 1-15
Author(s):  
Adinoto Nursiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Primary Factor ◽  
Quality Service ◽  
Customer Perceived Value

The bank’s customer service quality is one of the primary factor that can effect customer’s loyality. This research examined the effect of service quality on customer loyalty with the intermediation customer satisfaction and intermediation customer perceived value. As analycal tool in this research is using soware LISREL 8.80.Result from this research. first, service quality has a positif and significant impact on customer satisfaction. Second, service quality has a positif and significant impact on customer perceived value. Third, customer satsfaction has a positif and significant impact on customer loyalty. Fourth, customer perceived value has a negatif and does not have significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best quality service that will improve customer stisfaction. Keyword : Service quality, customer satisfaction, customer perceived value, customer loyalty.

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