A Study on the Moderating Effects according to Types of Delivery and Customer on China Service Quality and Customer Satisfaction

2017 ◽  
Vol 30 (8) ◽  
pp. 1409-1432
Author(s):  
Eunji Lee ◽  
◽  
Chulho Cho ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Moderating Effects

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>

Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Viraiyan Teeroovengadum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Partial Least Squares ◽  
Moderating Effect ◽  
Moderating Effects ◽  
Male And Female ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose The link between service quality and customer satisfaction has been well established; however, there are strong reasons to believe that gender moderates the effects of service quality dimensions on customer satisfaction. This study aims to uncover gender-based heterogeneity pertaining to the link between service quality dimensions and customer satisfaction in the context of banking services. Design/methodology/approach This study adopted a survey design. Data is collected from 282 customers of banks in Mauritius. Because of the prediction-oriented aim of the present study, the partial least squares-structural equation modeling technique is used to test a set of relevant hypotheses. Findings The results provide mixed findings and the moderating effect of gender is found to be statistically significant for one service quality dimension but not for the other two. The permutation and partial least squares-multigroup analysis tests both support the hypothesis that gender moderates the relationship between environment quality and customer satisfaction. Research limitations/implications Only customer satisfaction has been included as a mediator of service quality and customer loyalty link. Previous studies have identified other relevant constructs, such as image and the perceived value, as mediators. Future studies could consider including these constructs when testing gender’s moderating effects. Finally, given the significant moderating effect of gender, which suggests that the satisfaction of male customers depends to a larger extent on environmental quality, there is a need to further explore the specific expectations of male customers with this particular component of bank services. Practical implications The results show that male and female customers react differently to quality stimuli in the context of bank services has important managerial implications. It is highly recommended that banks develop differential strategies for both male and female customers. Originality/value The primary contribution of this study focuses on exploring the moderating effect of gender on the relationships between service quality dimensions and customer satisfaction among bank customers.

scholarly journals Service quality and customer satisfaction: The moderating effects of hotel star rating

2020 ◽  
Vol 91 ◽  
pp. 102414 ◽  
Author(s):  
Robin Nunkoo ◽  
Viraiyan Teeroovengadum ◽  
Christian M. Ringle ◽  
Vivek Sunnassee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Moderating Effects ◽  
Star Rating

An Investigation of Mediating and Moderating Variables in Service Quality – Customer Loyalty Relationship

2013 ◽  
Vol 4 (3) ◽  
pp. 20-43 ◽  
Author(s):  
Medha Srivastava ◽  
Alok Kumar Rai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Relationships ◽  
Moderating Effects ◽  
Moderating Variables ◽  
Comprehensive Survey ◽  
Price Perceptions ◽  
Relationship Of ◽  
The Relationship

With the increasing focus on customer relationships and profound impact that customer’s evaluative judgements exercise on customer loyalty, it is important to uncover the directional as well as moderating influences on customer loyalty formation. A complete understanding of type and strength of the relationship and their influencers would contribute in developing a comprehensive model that may not just clearly define the form and structure of relationship for future researches but also help industries in building loyalty and rationalize marketing expenditure. The present study aims to delineate the concept and significance of customer loyalty and offers a conceptual framework involving service quality, customer satisfaction and customer loyalty. A comprehensive survey of literature explored that customer satisfaction provides a directional influence to the relationship of service quality and customer loyalty and a mediation model integrating the relationships among service quality, customer satisfaction and customer loyalty is proposed for investigation. Furthermore, moderating effects on the service quality and customer loyalty link have been examined and four moderating variables namely, customer knowledge and expertise, price perceptions, service convenience and switching costs have been extracted from the literature. These variables need to be investigated to assess their role and strength in moderating the relationship between the two constructs.

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