The Moderating Effect of Career Service Quality on the Relationship Among Occupational Personality Types, Work Values, Career Satisfaction, and Career Aspiration

2020 ◽  
Vol 44 (1) ◽  
pp. 157-177
Author(s):  
Kyu-Hwan Choi ◽  
Ho-Kyun Jung
Keyword(s):  
Service Quality ◽  
Work Values ◽  
Career Satisfaction ◽  
Personality Types ◽  
Moderating Effect ◽  
Career Aspiration ◽  
Career Service ◽  
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.

scholarly journals The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110144
Author(s):  
Ersin Eskiler ◽  
Remzi Altunışık
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Moderating Effect ◽  
Equation Modeling ◽  
High Involvement ◽  
Marketing Service ◽  
The Relationship

Future trends in customers’ postpurchasing habits and the identification of the structures that affect the formation of these trends are key determinants of long-term financial performance and competitive advantage for businesses. In the field of marketing, service quality, perceived value and customer satisfaction, and the relationship between these structures are the main factors for the determination of customer loyalty. However, empirical findings have proven to be inadequate in revealing relationships between related structures in low- and high-involvement levels of consumer groups. Therefore, the aim of this study was to examine the moderating effect of involvement in the relationship between the behavioral intentions of members of a sports-fitness center and their antecedents. For the research, face-to-face questionnaires were administered to 842 subjects who had been selected by convenience sampling performed at sports and fitness centers operating in Istanbul, and the collected data were analyzed using the structural equation modeling technique. Our results showed that there were differences in the effects of service quality, perceived value, and customer satisfaction on behavioral intentions among consumer groups in terms of low- or high-involvement levels. This article discussed the theoretical and managerial effects of the obtained results.

scholarly journals The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere

2020 ◽  
Vol 16 (4) ◽  
pp. 23-35 ◽  
Author(s):  
Abdullah Uslu ◽  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Moderating Effect ◽  
Behavioural Intention ◽  
City Centre ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbakır. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderating effect on the effect of service quality dimensions on eWOM in restaurants.

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