The Effects of Customer Experience Applying Airline Service Design Process on Customer Satisfaction and Repurchase Intention

2019 ◽  
Vol 20 (1) ◽  
pp. 113-134
Author(s):  
So Ra Min ◽  
Sung Hoon Hong
Keyword(s):  
Customer Satisfaction ◽  
Design Process ◽  
Service Design ◽  
Customer Experience ◽  
Repurchase Intention

scholarly journals PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)

2018 ◽  
Vol 7 (10) ◽  
pp. 5343
Author(s):  
Ni Luh Dian Yolandari ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Shopping ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Techniques ◽  
Buy Back ◽  
Scale Data

The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com. Keywords : customers experience, trust, customer satisfaction, and repurchase intention

Fresh food online shopping repurchase intention: the role of post-purchase customer experience and corporate image

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kara Xiaohui Ma ◽  
Damien William Mather ◽  
Dana L. Ott ◽  
Eddy Fang ◽  
Phil Bremer ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Experience ◽  
Corporate Image ◽  
Repurchase Intention ◽  
Content Type ◽  
Fresh Food ◽  
Post Purchase

PurposeThe purpose of this study is to investigate consumers' post–purchase experience when buying fresh food online. It examines the key dimensions of post–purchase online customer experience (post–purchase OCE) that impact customer satisfaction and repurchase intention. It also explores the role of corporate image as a moderator.Design/methodology/approachAn online survey was conducted in China to capture participants' post–purchase OCE, satisfaction, repurchase intention and perceived corporate image. Partial least squares structural equation modelling (PLS-SEM) was utilized to analyse data collected from 317 Chinese fresh food online shoppers. Moderated mediation analysis was conducted to analyse the moderating effect of corporate image.FindingsFour post–purchase OCE dimensions “product-in-hand”, “customer support”, “benefits” and “packaging” significantly drive customers' repurchase intention by enhancing customer satisfaction. “Delivery” is not influential. Additionally, for firms with a good corporate image, customer repurchase intention is more easily affected by post–purchase OCE than firms with a lower level of corporate image.Practical implicationsThe findings inform fresh food e-commerce firms of the critical post–purchase OCE dimensions that mostly drive customer satisfaction and help retain customers. Furthermore, it implies that firms with a good corporate image must provide high-quality post–purchase OCE that matches the image because the consequences associated with a poor post–purchase OCE can be severe.Originality/valueThis research is among the first to investigate fresh food post–purchase OCE. It also introduces the previously underexplored moderating role of corporate image.

A Design Process Model and a Computer Tool for Service Design

2007 ◽  
Author(s):  
Yoshiki Shimomura ◽  
Tomohiko Sakao ◽  
Erik Sundin ◽  
Mattias Lindahl
Keyword(s):  
Customer Satisfaction ◽  
Design Process ◽  
Process Model ◽  
Service Design ◽  
Environmental Problems ◽  
Electrical System ◽  
Computer Tool ◽  
Service Engineering ◽  
Consumer Services ◽  
Design Process Model

Manufacturers at present face new circumstances in terms of consumer services and serious environmental problems. An effective way to deal with these circumstances may be to pursue qualitative satisfaction rather than quantitative sufficiency. The aim of this paper is to demonstrate the effectiveness of Service Engineering, including the service design process model, to increase customer satisfaction. The redesign of services offered by a global warehouse manufacturer is used as an example of the application. Four redesign options, such as rapid delivery of components and a robust electrical system, were generated. The effectiveness of the method was demonstrated by the application.

scholarly journals The Impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention (Case Study Among Spotify Premium Users)

2020 ◽  
Vol 8 (2) ◽  
Author(s):  
Fidiyah Cutriani Sari
Keyword(s):  
Customer Satisfaction ◽  
Customer Experience ◽  
Ease Of Use ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
Perceived Enjoyment ◽  
Music Distribution ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research is to analyze the impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention. The digital world offers many business opportunities to companies that run platforms turning web-users into subscribers. The high trend of digital music distribution affects music sales in the physical form, seen from the income which decreases from year to year. From this point we can see that it is undeniable Customer Satisfaction and Repurchase Intention plays an important factor in music streaming service. In this research, the data analysis method used is Structural Equation Model Partial Least Square (SEMPLS) method. To conduct analysis using PLS method, this research is using smartPLS 3.0 software.The hypothesis of the research are H1:Perceived Ease of Use has a positive effect to Perceived Enjoyment, H2: Perceived Ease of Use has a positive effect to Experience, H3: Perceived Enjoyment has a positive effect to Customer Experience, H4: Perceived Enjoyment has a positive effect to Customer Satisfaction, H5: Customer Experience has a positive effect to Customer Satisfaction, H6: Customer Satisfaction has a positive effect to Repurchase Intention. H7: Perceived Enjoyment mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H8: Customer Experience mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H9: Customer Satisfaction mediates the relationship between Perceived Enjoyment and Repurchase Intention. H10: Customer Satisfaction mediates the relationship between Customer Experience and Repurchase Intention. The result of this research shows that H1, H3, H4, H5, H6, H7, H9 and H10 are accepted but H2 and H8 are rejected.Keyword: Perceived Ease of Use, Perceived Enjoyment, Customer Experience, Customer Satisfaction, Repurchase IntentionReferences:Traver, L. &. (2017). E-Commerce 2017, 13th Edition. Pearson.McCourt T., & P., B. (2003). When Creators, Corporations and Consumers Collide: Napster and The Development of On-line Music Distribution. Media, culture & society 25(3), 333-350.Viviero, & Nakano. (2008). Cadeia de produção da indústria fonográfica e as gravadoras independentes.Davis F D, Bagozzi R P, & R., W. P. (1992). .Extrinsic and Intrinsic Motivation to Use Computers in the Workplace. Journal of Applied and Social Psychology, 22(14):1111-1132.Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. IT usefulness and ease of use, 4.Lovelock, C., & Wright., H. L. (2011). Manajemen Pemasaran Jasa. Jakarta: PT. Indeks (Gramedia Group).Lu, C. L., Chang, H.-H., & Yu, S.-T. (2013). Online Shoppers: Perceptions of E-retailers’ ethics, cultural orientation, and loyalty. An Exploratory study in Taiwan, Internet Research, and Vol. 23 Issue: 1,, 47-68.Kotler, P., & Keller, K. L. (2012). Marketing Management. Harlow, Boston MA: Pearson Education.Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

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