scholarly journals The Role of Customer Perceived Value Mediates the Effect of Service Quality on Customer Satisfaction

2021 ◽  
Vol 3 (1) ◽  
pp. 1-9
Author(s):  
Ni Made Purnami ◽  
A.A Ngr Wishrawan Bhaskara Warman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Perceived Value ◽  
Customer Perceived Value ◽  
Analysis Technique ◽  
Boutique Hotel ◽  
Collection Methods

This study aims to determine the quality of service to customer satisfaction through the perceived value in Sing Ken Ken Lifestyle Boutique Hotel. This study used 130 respondents through purposive sampling method. Data collection methods used through questionnaires. Data analysis technique which is technique of path analysis and test of sobel. The results showed that the service quality is positive and significant on the perceived value of the customer, the service quality is positive and significant on customer satisfaction, the perceived value of the customer, and the perceived value of consumers as mediation of service quality to customer satisfaction. The results showed that the service quality and customers perceived value can affect consumer satisfaction and the perceived value consumers can mediate the effect of service quality to customer satisfaction.

scholarly journals Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Average Temperature ◽  
Environment Quality ◽  
Customer Perceived Value ◽  
Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

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.

scholarly journals Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan

2018 ◽  
Vol 2 (1) ◽  
pp. 138-148
Author(s):  
Hariman Syaleh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Linear Regression Method ◽  
Quality Improvements ◽  
Continuous Quality ◽  
Analysis Technique ◽  
Lodging Services

Service quality is a way of working companies that try to hold continuous quality improvements to the processes, products and services produced by the company. This study aims to see the effect of the dimensions of service quality on customer satisfaction using lodging services at Kharisma Hotel Bukittinggi. The population of 1656 consumers and the sample in this study were 100 consumers. Data was collected through questionnaire deployment with Likert scale models then tested to the currency and reliability of the questionnaire. The data analysis technique used is the linear regression method. The results of this study are a). service quality Tangible (X1) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. b). the service quality of the Empathy (X2) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. c). the quality of service dimensions of Responsiveness (X3) there is a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. d). service quality dimensions (Reliability) (X4) there is a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. e) the service quality of the Assurance (X5) dimension has a positive and significant influence on customer satisfaction at Kharisma Hotel Bukittinggi. Keywords: Service Quality, Consumer Satisfaction.

scholarly journals Effect of Perceived Value on Customer Satisfaction, Loyalty and Service Quality of Selected Hospitals in Chhattisgarh

2019 ◽  
Vol 8 (3S2) ◽  
pp. 58-64
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Sampling Technique ◽  
Health Care Sector ◽  
Customer Perceived Value ◽  
Positive Effect ◽  
Structured Questionnaire

Health care sector in India has grown fast in the past few decades. The primary reason for existence of health care sector is to provide care for its patients and to satisfy their needs. Providing excellence in service is an imperative determinant for the escalation and development of health care units. The present study seeks to identify the effect of customers perceived value on customer satisfaction, loyalty and service quality of selected hospitals in the state of Chhattisgarh. With the help of 400 inpatient and outpatient sample respondent’s data were collected from ten hospitals covering four districts of Chhattisgarh. Purposive sampling technique was adopted for data collection with structured questionnaire. Structured equation modelling was performed for data analysis with the help of smart PLS v3 (trial). The study outcome revealed that the dimension customer perceived value is found to have positive effect on service quality, customer satisfaction and customer loyalty in health care sector of Chhattisgarh. Perceived value is also found to positively predict the dimension of service quality including assurance, tangibility, reliability, responsiveness and empathy.

scholarly journals STUDI EMPIRIS TERHADAP NILAI YANG DIRASAKAN DAN KEPUASAN PELANGGAN PADA RESTORAN CEPAT SAJI

AdBispreneur ◽  
2019 ◽  
Vol 3 (3) ◽  
pp. 241
Author(s):  
Sadana Devica
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Research Data ◽  
Customer Perceived Value ◽  
Effect Of Food

 The aim of this study was to determine the effect of food quality, quality of physical environment, and service quality on customer perceived value and customer satisfaction. This research was conducted in five KFC restaurant outlets located in Surabaya. A total of 200 customers were examined, but only 165 questionnaires were processed because 35 questionnaires were identified as outliers so that they were excluded from the research data. The results of this study indicate that the food qualtiy has significantly effects on the customer perceived value, however the quality of the physical environment has no significant effect on the customer perceived value. Furthermore, service quality has significant effect on the customer perceived value and the customer perceived value has significant effect on customer satisfaction.Penelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh kualitas makanan, kualitas lingkungan fisik, dan kualitas pelayanan terhadap nilai yang dipersepsikan pelanggan serta kepuasan pelanggan. Penelitian ini dilakukan di lima outlet restoran KFC yang berada di Surabaya. Sebanyak 200 pelanggan yang diteliti, namun hanya 165 kuesioner yang dapat diolah karena 35 kuesioner teridentifikasi sebagai outlier sehingga dikeluarkan dari data penelitian. Hasil penelitian ini menunjukkan bahwa kualitas makanan berpengaruh secara signifikan terhadap nilai yang dipersepsikan pelanggan. Sedangkan kualitas lingkungan fisik menunjukkan tidak berpengaruh secara signifikan terhadap nilai yang dipersepsikan pelanggan. Selanjutnya, kualitas pelayanan menunjukkan pengaruh yang signifikan terhadap nilai yang dipersepsikan pelanggan dan yang terakhir adalah nilai yang dipersepsikan pelanggan menunjukkan pengaruh yang signifikan terhadap kepuasan pelanggan. 

scholarly journals The influence of store image on repurchase intention: the mediation role of perceived value and customer satisfaction

2021 ◽  
Vol 10 (4) ◽  
pp. 17-27
Author(s):  
Angelia Ananda ◽  
Mugiono Mugiono ◽  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Store Image ◽  
Repurchase Intention ◽  
Analysis Technique ◽  
Mediating Variables ◽  
Collection Methods

This study aims to examine and analyze the effect of store image on the repurchase intention of Matahari Department Store Mojokerto, Indonesia either directly or indirectly, by involving perceived value and customer satisfaction as mediating variables. This research is a quantitative study with data collection methods using a questionnaire. This study uses non-probability sampling with a purposive sampling type. This research was conducted on 175 respondents. The data analysis technique used SEM   (Structural   Equation   Modeling)   PLS with the help of SmartPLS 3.2.7 software. The results of the study provide empirical evidence that store images have not been able to affect the repurchase intention. Meanwhile, the perceived value and customer satisfaction can positively affect the repurchase intention significantly. Perceived value and customer satisfaction as mediating variables were able to strengthen the effect of store image on repurchase intention. Based on the results of mediation testing, shows that perceived value and customer satisfaction provide a full mediation on the effect of store image on repurchase intention.

scholarly journals PERAN CPV SEBAGAI MEDIASI PENGARUH KUALITAS LAYANAN ONLINE TERHADAP KEPUTUSAN PEMBELIAN ZALORA DI KOTA DENPASAR

2020 ◽  
Vol 9 (1) ◽  
pp. 160
Author(s):  
Ni Komang Putri Ratnaningtyas ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Purchase Decision ◽  
Purchasing Decisions ◽  
Online Service ◽  
Online Services ◽  
Customer Perceived Value ◽  
The City

The purpose of this study was to determine the role of Customer Perceived Value as a mediation of the effect of Online Service Quality on Purchasing Decisions. This research was conducted in the city of Denpasar. The number of samples taken was 112 people. The technique used in this study is purposive sampling technique, namely data retrieval techniques with certain considerations and the analysis technique used is path analysis techniques. Based on the results of the analysis found it shows that the quality of online services has a positive and significant effect on purchasing decisions. customer perceived value has a positive and significant effect on the purchase decision of the product of the PALOMINO Brand Bag at Zalora in the city of Denpasar. Online service quality has a positive and significant effect on customer perceived value. the role of customer perceived value positively and significantly mediates the quality of online services towards the purchase decision of the product of the PALOMINO Brand Bag at Zalora in the city of Denpasar. Keywords: Customer Perceived Value, Online Service Quality, Purchasing Decisions

Exploring the Three- Path Mediation Model

2016 ◽  
pp. 1328-1349 ◽  
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.

scholarly journals PERAN KUALITAS LAYANAN DALAM MEMEDIASI HUBUNGAN ANTARA KARYAWAN BERORIENTASI PELANGGAN DENGAN KEPUASAN PELANGGAN DI BULGARI RESORT BALI

2018 ◽  
pp. 2389
Author(s):  
Niky Purbawisesa ◽  
I Made Wardana ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Partial Least Square ◽  
Least Square ◽  
Partial Least Square Analysis ◽  
Analysis Technique ◽  
The Impact

This study aims to explain the role of service quality in mediating customer-oriented employees with customer satisfaction at Bulgari Resort Bali. This research was conducted in Bulgari resort with the customer population who had stayed at least once in Bulgari Resort Bali from January to July 2016. Questionnaires were distributed to 130 respondents by purposive sampling method. This study uses a variance based or component-based approach of PLS ??(Partial Least Square) analysis technique. The results of this study indicate that customer-oriented employees have a positive and significant impact on customer satisfaction as well as on service quality. Quality of service is also found to have a positive and significant effect on customer satisfaction. Furthermore, service quality is proven to mediate partially the impact of customer-oriented employees on customer satisfaction. The implications of this study indicate that customer-oriented service quality and employee play an important role in customer satisfaction, this can be the basis for the perpetrators of the hospitality industry in general and the management of Bulgari resort Bali in particular to improve the quality of customer service and employees oriented. Thus it is suggested that the management can implement an integrated and sustainable training program in order to be able to provide satisfaction for customers.  

scholarly journals PENGARUH PELATIHAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA GIANT EKSTRA SEMPU KOTA SERANG

2021 ◽  
Vol 17 (1) ◽  
pp. 64-74
Author(s):  
Ubay Haki
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Method ◽  
Hypothesis Test ◽  
Coefficient Of Determination ◽  
Analysis Technique

The aim of the research title was to know whether the training influence and service quality effect to consumer satisfaction in Giant Ekstra Sempu Serang city. The hypothesis test used description quantitative method. The population of this research was consumers who shop at Extra Giants Sempu Serang city by the amount 800 people, in taking the samples using Slovin formula found 89 people. To get the data, this study used observation, distributed questionnaires and interviews. The data analysis technique used for processing the data was likert scaale and was assisted by SPSS 24 tool, therefore from research results could be seen the correlation coefficient value between training grades and service quality on consumer satisfaction was 0,827 (very strong), the coefficient of determination was 0,823 or 82,7%, that described the value of training (X1)  and service quality(X2) contributed for 82,7% to costumer satisfaction (Y), while the remaining of 17,3% was influenced by other variables out of this study. The results of this study showed (1) there was a positive and significant effect the value of training on costumer satisfaction at 3,015, (2) there was a positive and significant influences quality of service to customer satisfaction at 4,485, (3) there was a positive and significant influence of the value of training and simultaneous service quality on customer satisfaction at 205,647

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