The Impact of Service Quality and Relationship Quality on E-Advertising Success: Knowledge Management as a Moderator

2017 ◽  
Author(s):  
Baker Alkhlaifat ◽  
Rukana Ghalib Alshaweesh
Keyword(s):  
Knowledge Management ◽  
Service Quality ◽  
Relationship Quality ◽  
The Impact

scholarly journals Does Quality Matter? A Study on Customer Expectation in Motorcycle Repair Provider in Surabaya, Indonesia

2020 ◽  
Vol 76 ◽  
pp. 01006
Author(s):  
Dhyah Harjanti ◽  
Edbert Karlison Theodore ◽  
Shahzad Ali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Spare Part ◽  
Spare Parts ◽  
Repair Service ◽  
Fierce Competition ◽  
The Impact

Motorcycle has become a common vehicle in Indonesia due to its flexibility to drive around in various geographical terrain. The number of motorcycle purchases in Indonesia is increasing annually, along with the repair services and spare part selling. Abundant repair service providers create fierce competition among themselves, so many providers maintain their service quality in order to retain their customer. The aim of this research is to investigate the impact of service quality and relationship quality to customer satisfaction in motorcycle repair providers. This research is using the quantitative approach, in which the data are collected by questionnaires distributed to samples of populations. The population is the customers who have purchased repair services and spare parts for their motorcycle, and the number of samples is 100 respondents. The data are analyzed with a SmartPLS software, and the results show a positive significant impact from service quality to customer satisfaction, a positive significant impact from service quality to relationship quality, and a positive impact from relationship quality to customer satisfaction. Therefore, for the long term competitive advantage, motorcycle repair service providers have to consider their service quality and relationship quality to retain their customers.

Mobile banking service quality and customer relationships

2017 ◽  
Vol 35 (7) ◽  
pp. 1068-1089 ◽  
Author(s):  
Manon Arcand ◽  
Sandrine PromTep ◽  
Isabelle Brun ◽  
Lova Rajaobelina
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Mobile Platforms ◽  
Content Type ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction. Originality/value This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

scholarly journals INFLUENCE OF SERVICE QUALITY ON SWITCHING BEHAVIOR MEDIATED BY RELATIONSHIP QUALITY IN SPRING BED RETAILERS IN JABODETABEK

2016 ◽  
Vol 10 (1) ◽  
pp. 59
Author(s):  
Djong Hermanto
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Strong Relationship ◽  
Switching Behavior ◽  
Business Context ◽  
Strongly Agree ◽  
The Impact ◽  
The Relationship

Retailers in the spring bed business have a privilege to choose among the various products offered by various suppliers. Typically, these retailers would have chosen the suppliers whose products are matched with their needs and at the same time could give higher profits. This condition has strengthened the competition in the spring bed industry. In order to face the challenges that come from the retailers’ switching behavior, every supplier has to give a good service quality and build a strong relationship quality with their retailers. In this study, relationship quality was measured by three components: satisfaction, trust and commitment from the retailers to the suppliers.The objective of the study is to analyze the impact of service quality on switching behavior which was mediated by the relationship quality. The components of relationship quality are: satisfaction, trust and commitment. A theoretical framework was developed as the hypotheses for testing the impact of every variables were constructed. The samples of this study were 341 spring bed retailers in Jabodetabek (Jakarta, Bogor, Depok, Tangerang and Bekasi) area. A sixpoint Likert-type scale was used for the questionnaire variables, with 1 = strongly disagree and 6 = strongly agree. The quantitative analysis with Structural Equation Modelling (SEM) was completed using Lisrel 8.8. The structural model of this study could explain the interrelationship among each variables in the model. As a result, from ten hypotheses there were five findings supporting the hypotheses: service quality had an impact on satisfaction, service quality had an impact on trust, satisfaction had an impact on trust, trust had an impact on commitment, and commitment had an impact on commitment. The findings which did not support the hypotheses<br />were: There was no impact of service quality on commitment and switching behavior; there is no impact of satisfaction on commitment and switching behavior; and finally there is no impact of trust on switching behavior. As a conclusion, the result of the study described the importance of service quality in manufactured industry, in the business to business context between spring bed suppliers and retailers. The impact of service quality on the switching behavior was mediated by relationship quality, where commitment was the important component of relationship quality that greatly affecting the strength of service quality impact on switching behavior. For future studies, researchers may explored other model to investigate more variables with more proper indicators, more homogeneous samples and longer period of research

scholarly journals The impact of consumer knowledge on profitable consumer loyalty through perceived service quality and psychological involvement in non-profit sport clubs

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohsen Behnam ◽  
Do Young Pyun ◽  
Jason P. Doyle ◽  
Vahid Delshab
Keyword(s):  
Knowledge Management ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Consumer Knowledge ◽  
Content Type ◽  
Non Profit ◽  
Perceived Service Quality ◽  
Sport Clubs ◽  
The Impact

PurposeThe purpose of this research was to test the influence of consumer knowledge management on attitudinal and behavioral loyalty through service quality and psychological involvement.Design/methodology/approachThe participants (N = 396) were recruited through a convenience sampling technique from non-profit sport clubs in Iran. Data were analyzed with the Structural Equation Modeling using Mplus 7.4.FindingsThe results revealed that the effects of service quality on psychological involvement were dependent on consumer knowledge management. Furthermore, there were the mediating effects of service quality and psychological involvement in the relationships between the consumer knowledge management and loyalty.Practical implicationsThe research findings provide valuable insights for non-profit sport club managers seeking to better attract and retain their consumers by demonstrating the importance of investing in consumer knowledge management initiatives. Managers should thus integrate knowledge orientation into their marketing and relationship management strategies and apply the strategy into consumer knowledge within club services.Originality/valueThis study empirically highlights the important role of knowledge from, for and about the consumer on perceived service quality and loyalty building among the non-profit consumer base.

scholarly journals The impact of hedonic and utilitarian dimension in mobile service banking quality towards relationship quality

2021 ◽  
Vol 14 (2) ◽  
pp. 260
Author(s):  
Yokie Radnan Kristiyono
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Retail Banking ◽  
Mobile Service ◽  
Mobile Banking ◽  
Banking Service ◽  
Qualitative Variables ◽  
Banking Institutions ◽  
The Impact ◽  
The Relationship

<p>Service quality is vital for retail banking institutions nowadays to have a competitive advantage against their competitors. One of the ways was developing a mobile banking application. By relying on the mobile banking application, the banking institutions would serve their existing customers better and attract new potential customers. The purpose of this research was to investigate the effect of mobile banking service quality empirically in terms of the utilitarian and hedonic dimensions on the relationship quality variables, namely commitment, trust, and satisfaction. The research focused on 220 respondents from university students in Indonesia who are at least 17 years old and using a mobile banking application on their smartphones. The method for collecting data is based on convenience sampling. The Structural Modelling Equation was also used to analyze the data result. The findings show that trust significantly and positively influences commitment/satisfaction. Furthermore, the dimensions of mobile 'banking. Service quality (Security/ Privacy, Practicality, Design/Aesthetics, and Enjoyment) has a low-moderate effect on relationship qualitative variables (Trust, Satisfaction, and Commitment). The dimensions of mobile banking service quality positively influence the relationship quality, except PPracticalitydoes not affect Commitment, Design/Aesthetics does not influence trust, and enjoyment does not influence commitment.</p>

Perceived Quality, Perceived Value and Repurchase Decision in Online Shopping Context

2013 ◽  
Vol 311 ◽  
pp. 43-48 ◽  
Author(s):  
Meng Hsiang Hsu ◽  
Li Wen Chuang ◽  
Shu Ping Chiu
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Online Shopping ◽  
Perceived Value ◽  
Strong Support ◽  
Research Direction ◽  
Purchase Behavior ◽  
Future Research ◽  
Research Model ◽  
The Impact

During the late few years, online group-buying auction has grown quite a fashion style, the consumers can buy favor commodities and services in real stores but they can also get them online store, which makes more choices for online users. Hence, how to retain customers repeat purchase behavior is urgent for the success of online shopping. Depending on relationship quality, the research analyzes the repurchase behavior in an online shopping context. The correlation among perceived service quality(website service quality, store service quality), perceived value, relationship quality and repurchase intention, by use of examining online consumers intentions to shape consumers’ repurchase behavior. Moreover, our research model investigates that relationship quality and perceived value play as the key predictor in the impact of repurchase intentions. Data collected from 246 of GROUPON website’s users keep strong support for research model. Finally, the research provides appropriate comments and suggestions regarding the academic and practical meanings of these findings, including research limitations and future research direction.

scholarly journals Does Service Quality Impact Relationship Quality? Analyzing the Moderating Effect of Demographic Variables in the Path Model – Empirical Evidence From Indian Retail Banks

2020 ◽  
Vol 9 (3) ◽  
pp. 239-245
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Structural Equation ◽  
Marketing Research ◽  
Demographic Variables ◽  
Moderating Effect ◽  
Service Industries ◽  
Path Model ◽  
Retail Banks ◽  
The Impact

The purpose of the study is to analyze the impact of service quality on relationship quality in the context of India retail banks. Previous researchers have identified that service quality as a core competency of service industries, whereas the term relationship quality has occupied the prime spot in relationship marketing research for various reasons, the present study attempted to investigate the impact of service quality on relationship quality. At times, the demographic variables can act as a differentiator in the path model, the study made an effort to investigate the moderating role of the demographic variables. The authors developed a structured questionnaire, items used in the questionnaire were adopted from existing literature. The developed questionnaire was distributed among bank customers through e-mail and were requested to fill the same. The authors used Structural Equation Modelling (SEM) to analyze the path model between service quality and relationship quality. Findings of the study showed that there exist a positive relationship between service quality and relationship quality. The results also revealed that the relationship duration and type of bank has a moderating effect on the path model between service quality and relationship quality. However age and gender of the respondents did not show any moderating effect on the path model. Previous researchers has suggested that it cost more to acquire a new customer when compared to retaining an existing customer. The technology aspects of a service industry like banking mobile banking, e-services can be easily mimicked by the competitors, whereas the quality dimensions of banking industry cannot be easily imitated by the competitors, hence the banks shall establish good service quality and improve relationship quality to stay ahead of competition and win the minds of the customers.

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