The influence of the Service Quality of the airline’s Website on e-Brand Image and Behavioral Intention

2016 ◽  
Vol 20 (6) ◽  
pp. 459-476
Author(s):  
Shinok Joo ◽  
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Brand Image

scholarly journals PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP KEPUASAN WISATAWAN NUSANTARA MENGGUNAKAN TRANSPORTASI ONLINE GRAB DI KUTA, BALI

Jurnal IPTA ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 226
Author(s):  
Maria Laru Sendy Ludju ◽  
I Made Kusuma Negara ◽  
Ni Putu Eka Mahadewi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Dominant Dimension ◽  
Tourist Satisfaction ◽  
Brand Association ◽  
Quantitative And Qualitative Research

This study aimed to explain the effect of service quality and brand image on the satisfaction of domestic tourists who used Grab online transportation in Kuta, Bali. The research method used in this research was quantitative and qualitative research methods (mix methods). Questionnaires were distributed to 150 domestic tourists with a sample determination method using purposive sampling. The method of data analysis used multiple linear regression analysis with SPSS 18.0 program. The results of this study stated that partially the quality of service had a positive and significant effect on the satisfaction of domestic tourists with the dominant dimension being the tangible dimension and brand I mage giving a positive and significant effect on the satisfaction of domestic tourists with the dominating dimension being the support of the brand association. Simultaneously, the quality of service and brand image had a positive and significant influence on the satisfaction of domestic tourists. The R Square value of 0.672 meant that 67,2% of tourist satisfaction could be explained by the variable service quality and brand image, while the remaining 32,8% was influenced by other variables not examined in this study.

Antecedents of hospital brand image and the relationships with medical tourists’ behavioral intention

2016 ◽  
Vol 10 (4) ◽  
pp. 412-431 ◽  
Author(s):  
Tat Huei Cham ◽  
Yet Mee Lim ◽  
Nai Chiek Aik ◽  
Alexander Guan Meng Tay
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Behavioral Intention ◽  
Word Of Mouth ◽  
Medical Tourism ◽  
Brand Image ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Content Type ◽  
Perceived Service Quality

Purpose Medical tourism is growing rapidly in the recent years in various Asian countries. The success of the hospitals engaged in medical tourism largely depends on their abilities in maintaining the repeating customers and to attract new customers. Hence, the purpose of this study is to examine the impacts of word-of-mouth and social media on hospital brand image. It also attempts to examine the relationships between brand image, perceived service quality, patient satisfaction and behavioral intention. Design/methodology/approach A questionnaire survey was used to collect data from 386 medical tourists to test the proposed model. All the measurement scales adopted in this study were adapted from the existing literature. The data collected in this study were analyzed using both SPSS and structural equation modeling approach via AMOS. Findings The findings from the structural analysis indicated that both word-of-mouth and hospital-generated social media have a significant impact on brand image. Hospital brand image positively influences medical tourists’ perception of service quality, and their perceived service quality is significantly related to their satisfaction, which in turn, leads to their behavioral intention. Originality/value This study is one of the few studies that considers the importance of hospital’s brand image in influencing medical tourists’ perceptions on the quality of healthcare services that they experienced during their medical trips. This research study also raises the significance of word-of-mouth communication and social media that influence hospitals’ brand image, which has been neglected by many studies.

The correlation analysis between the service quality of intelligent library and the behavioral intention of users

2019 ◽  
Vol 38 (1) ◽  
pp. 95-112 ◽  
Author(s):  
Min Chen ◽  
Chien-wen Shen
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
User Behavior ◽  
Rapid Development ◽  
Service Innovation ◽  
Relevant Information ◽  
Content Type ◽  
Positive Correlation ◽  
Service Mode

Purpose The purpose of this study was to explore the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. With the rapid development of information technology, internet of things has become an important carrier of people’s “intelligent life”. The emergence of intelligent library will no longer be limited by space; it is affecting people’s lives and work imperceptibly. This new service mode was studied here, and the relationship between the service quality of intelligent library and users’ behavior was analyzed from the perspective of user acceptance and use behavior of intelligent library. Moreover, this study explores how to optimize the service quality to let users accept this technology and service mode and thus realize the original idea. Design/methodology/approach Through 800 questionnaires issued to the users in the Zhejiang Provincial AI Library, the authors obtained the study data. Among the received questionnaires, 676 copies are valid, and 124 responses are either incomplete or not answered, and so, the efficient rate is 84.5 per cent. Findings There is a significantly positive correlation between service innovation and service quality. There is a significantly positive correlation between service quality and behavioral intention. There is a significantly positive correlation between service innovation and behavioral intention. Originality/value From the point of view of innovative service, this paper analyzes the effect of innovative service mode of intelligent library on improving the service quality and a series of impacts on user behavior. This study confirms that intelligent library is a relatively new service innovation. Users’ curiosity and exploration will make them access some relevant information. As a result, a reasonably innovative service is an important factor in users’ acceptance behavior.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

The Effect of Exhibition Service Quality of Medical Tourism in Attendance Satisfaction and Behavioral Intention

2021 ◽  
Author(s):  
Dae-Hui Lee ◽  
Eun-Joo Yun
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Behavioral Intention ◽  
Medical Tourism ◽  
Tourism Industry ◽  
Social Quality ◽  
Environment Quality ◽  
Marketing Tool ◽  
Exhibition Service

With the rapid growth of the medical tourism industry and the increasing interest in related industry exhibitions, this research investigated the effect of exhibition service quality of medical tourism on attendance satisfaction and behavioral intention. A self-administered questionnaire was designed and collected from 353 domestic and international general attendees who visited a medical tourism exhibition. The results show that the critical underlying factors of exhibition service quality of medical tourism were discovered by exploratory factor analysis. The relationship between exhibition service quality, satisfaction, and behavioral intention was also assessed using regression analysis. The results indicated that four important factors of exhibition service quality of medical tourism (i.e., product quality, environment quality, delivery quality, and social quality) were identified. Moreover, social quality was found to have the greatest significant influence on satisfaction, followed by product quality, environment quality, and delivery quality. Attendance satisfaction also significantly influenced behavioral intention. The study determined that a medical tourism exhibition is a useful strategic marketing tool to actively promote the medical tourism industry when exhibition service quality of medical tourism positively and significantly influences attendance satisfaction and behavioral intention. It also suggested that improving the exhibition service quality of medical tourism may lead both domestic and international general attendees to become medical tourists in domestic medical tourism markets.

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