scholarly journals EXPLORING SERVICE QUALITY IMPACTS ON CUSTOMER SATISFACTION IN MILITARY MEDICAL CENTRES: MODERATING ROLE OF PERCEIVED VALUE

2016 ◽  
Vol 7 (2) ◽  
Author(s):  
Azman Ismail ◽  
Mohd Helmi Ali ◽  
Nur Ilyani Ranlan Rose ◽  
Anis Anisah Abdulla ◽  
Herwina Rosnan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Path Model ◽  
Survey Method ◽  
Moderating Effects ◽  
Medical Centers ◽  
Organization Analysis ◽  
The Relationship

<p>Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers’ perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers’ perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers’ perceived value. Further, this study offers discussion, implications and conclusion.</p>

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

2020 ◽  
Vol 11 (3) ◽  
pp. 425-445
Author(s):  
Elise Wong ◽  
S. Mostafa Rasoolimanesh ◽  
Saeed Pahlevan Sharif
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Content Type ◽  
Mediating Role ◽  
Guest Satisfaction ◽  
Online Travel ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

scholarly journals Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction

ETIKONOMI ◽  
2017 ◽  
Vol 16 (2) ◽  
pp. 125-144
Author(s):  
Azman Ismail ◽  
Ilyani Ranian Rose ◽  
Rabaah Tudin ◽  
Norazryana Mat Dawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Model Analysis ◽  
Mediating Effect ◽  
Path Model ◽  
Survey Method ◽  
Army Medical ◽  
The Relationship

This study was undertaken to measure the relationship between service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organizations in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between service qualities features (tangible, reliability, responsiveness, assurance and empathy) with customer satisfaction were positively and significantly correlated with behavioral intentions. This result demonstrates that effect of tangible, reliability, responsiveness, assurance and empathy on behavioral intentions was mediated by customer satisfaction.DOI: 10.15408/etk.v16i2.5537

scholarly journals How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

2016 ◽  
Vol 11 (6) ◽  
pp. 57 ◽  
Author(s):  
Irfan Muhammad ◽  
Mohammad Farid Shamsudin ◽  
Noor Ul Hadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Coefficient Of Determination ◽  
Mobile Telecommunication ◽  
Quantitative Evidence ◽  
Telecommunication Market ◽  
The Relationship

<span lang="EN-US">To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R<sup>2</sup>) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R<sup>2</sup> value of endogenous constructs (<em>f<sup>2</sup></em>&gt; 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q<sup>2</sup> value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The <em>q<sup>2</sup> </em>effect size of customer satisfaction on customer loyalty is large (<em>q<sup>2</sup></em>= 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.</span>

Exploring consumers' response to text-based chatbots in e-commerce: the moderating role of task complexity and chatbot disclosure

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xusen Cheng ◽  
Ying Bao ◽  
Alex Zarifis ◽  
Wankun Gong ◽  
Jian Mou
Keyword(s):  
Task Complexity ◽  
Deep Understanding ◽  
Ordinary Least Squares ◽  
Survey Method ◽  
Least Squares Regression ◽  
Moderating Effects ◽  
Content Type ◽  
Identity Disclosure ◽  
The Relationship

PurposeArtificial intelligence (AI)-based chatbots have brought unprecedented business potential. This study aims to explore consumers' trust and response to a text-based chatbot in e-commerce, involving the moderating effects of task complexity and chatbot identity disclosure.Design/methodology/approachA survey method with 299 useable responses was conducted in this research. This study adopted the ordinary least squares regression to test the hypotheses.FindingsFirst, the consumers' perception of both the empathy and friendliness of the chatbot positively impacts their trust in it. Second, task complexity negatively moderates the relationship between friendliness and consumers' trust. Third, disclosure of the text-based chatbot negatively moderates the relationship between empathy and consumers' trust, while it positively moderates the relationship between friendliness and consumers' trust. Fourth, consumers' trust in the chatbot increases their reliance on the chatbot and decreases their resistance to the chatbot in future interactions.Research limitations/implicationsAdopting the stimulus–organism–response (SOR) framework, this study provides important insights on consumers' perception and response to the text-based chatbot. The findings of this research also make suggestions that can increase consumers' positive responses to text-based chatbots.Originality/valueExtant studies have investigated the effects of automated bots' attributes on consumers' perceptions. However, the boundary conditions of these effects are largely ignored. This research is one of the first attempts to provide a deep understanding of consumers' responses to a chatbot.

Exploring the Three- Path Mediation Model

2014 ◽  
Vol 5 (2) ◽  
pp. 1-20 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

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