scholarly journals SERVQUAL Method in Retail Service Assessment

2020 ◽  
Vol 50 (2) ◽  
pp. 343-350
Author(s):  
N. Gryaznova ◽  
Olga Konovalova ◽  
Nataliya Pleshkova
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Brand Loyalty ◽  
Customer Experience ◽  
Retail Trade ◽  
Success Factor ◽  
Retail Chain ◽  
Retail Service ◽  
Key Success Factor ◽  
Subsequent Improvement

Introduction. Service quality and variety is currently the key success factor in retail trade. Retail service assessment can improve customer experience. The SERVQUAL method makes it possible to evaluate the service quality and solve the detected problems in customer service, thus securing the brand loyalty. Study objects and methods. The present research was based on a customer service survey conducted among 500 customers of the Lenta hypermarket in Kemerovo (Russia) in 2018. The results of the questionnaire underwent a SERVQUAL analysis. The obtained data on the customers’ needs and the degree of their satisfaction with the hypermarket customer service made it possible to develop recommendations for the retail chain. Results and discussion. The respondents answered three groups of questions: expectations, experience, and importance. The assortment of goods proved to be the most important factor, and there were no complaints in this respect regarding the Lenta retail chain. The attended time was rated second. Its assessment demonstrated a gap between the expectations and the experience (Q = –1.3). Retail space service also proved important; however, this aspect of service quality demonstrated the greatest gap between expectations and experience. Conclusion. The three-part SERVQUAL questionnaire helped to reveal the problems in the organization of the shopping service. The subsequent improvement will be important for consumers and the retail chain.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

Canon Financial Services, Inc.

2011 ◽  
pp. 39-59
Author(s):  
Ira Yermish
Keyword(s):  
Customer Service ◽  
Financial Services ◽  
Service Organizations ◽  
Success Factor ◽  
Credit Reporting ◽  
Wholly Owned Subsidiary ◽  
Complex Relationships ◽  
Leasing Company ◽  
Key Success Factor

Canon Financial Services, Inc. (CFS, www.cfs.canon.com) is a wholly owned subsidiary of CANON USA. Originally, an independent office products leasing company, CITILEASE, founded by Albert Smith who remains the president, CFS has grown to be an important financial arm for the U.S. Canon copier and office products business. Since CITILEASE was acquired in 1990, the operation has grown dramatically. In 1996, CANON USA recognized CFS as one of its premier divisions. A key success factor for this growth has been the strategic management of information within a corporate framework of outstanding customer service. The strong leadership of Smith and his organization as well as the commitment to information technology resources has fueled this explosive growth. In this case study we will first examine the structure of the copier and office products leasing industry. Few businesses find it desirable to purchase copiers, fax machines and other computer equipment. There are several reasons for this, not the least of which is the flexibility of capital in light of rapidly changing technological capabilities of the products being leased. The complex relationships of CANON dealers, independent dealers and service organizations, customers, credit reporting agencies, banks and CFS will be described, especially with respect to the complex flows of information necessary to complete the leasing application and contract tasks.

scholarly journals Application of logistics in woodworking industry

2012 ◽  
Vol 50 (No. 3) ◽  
pp. 142-148
Author(s):  
J. Štůsek
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Success Factor ◽  
Chain Management ◽  
Biological Character ◽  
Competitive Success ◽  
Logistic Chain

The paper is focused on logistics. The importance of the logistic chain management is emphasized as it becomes a crucial competitive success factor. The total corporate costs and customer service quality are dependent on the structure and communication within this chain. Using a concrete example, several results of the establishment of the logistic approach in the woodworking industry are mentioned in the paper. It has to be emphasized that the application of the logistic principles in the industry has its own specificities arising mainly from the biological character of processes providing and manufacturing the basis resource. A solution of the supply &ndash; purchase chain is provided on the basis of an example of the company Dřevov&yacute;roba. &nbsp;

RETAIL SERVICE QUALITY EXPECTATIONS AND PERCEPTIONS AMONG PHILIPPINE SMALL/MEDIUM ENTERPRISES

2006 ◽  
Vol 11 (02) ◽  
pp. 145-156 ◽  
Author(s):  
J. MARK MUNOZ ◽  
PETER RAVEN ◽  
DIANNE H. B. WELSH
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Human Resources Management ◽  
The Philippines ◽  
Employee Perceptions ◽  
Global Business ◽  
Sales And Marketing ◽  
Retail Service ◽  
Small Medium Enterprises ◽  
Medium Enterprises

The Philippines is among the emerging markets in the world. Along with China, the Philippines attracts international enterprises seeking to establish a presence in Asia. This study examines small/medium enterprises (SMEs) management and employee perceptions of customer service on a number of dimensions. The results suggest that managers and employees in the Philippines behave in similar ways to those in Western countries, but there are differences, probably related to cultural characteristics. As the Philippine market becomes more involved with global business, the importance of service quality increases. The results can be valuable in the formulation of training, sales and marketing, business development, human resources management, and strategic planning. Implications for practice are discussed.

scholarly journals Customer Experience Factor Analysis Towards Customer Satisfaction Online Shopping

2020 ◽  
Vol 18 (2) ◽  
pp. 83-94
Author(s):  
Muh Haerdiansyah Syahnur ◽  
Jafar Basalamah ◽  
Ackhriansyah Ahmad Gani
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Research Method ◽  
Online Shopping ◽  
Influence Factors ◽  
Customer Experience ◽  
Quantitative Approach ◽  
Experience Factor

Internet based business leads to high intencity of e-commerce usage. One of the strategics that focused on customer service also known by providing WOW Experience can determine satisfaction with service quality. This research was conducted to customers who have made transactions in e-commerce to see how much influence factors of the customer experience towards e-customer satisfaction. The research method was conducted with an explanatory quantitative approach. The results show that the eight dimensions of customer experience that used in this study simultaneously affected 68.7%. The partial test shows that the Personalize dimension is the most dominant. So, the company is expected to be able to give the impression of customers can be recognized by the presence of e-commerce used.

The PPP performance based on the co-creation with customers

2019 ◽  
Vol 9 (5) ◽  
pp. 642-654 ◽  
Author(s):  
Safa Medimagh ◽  
Abdelfattah Triki
Keyword(s):  
Literature Review ◽  
Performance Measures ◽  
Design Methodology ◽  
Customer Experience ◽  
Success Factor ◽  
Content Type ◽  
The Public ◽  
Key Stakeholders ◽  
Key Success Factor ◽  
Practical Implications

Purpose The purpose of this paper is to enlighten the position of the customer as a driver to achieve the public–private partnership’s performance. It demonstrates that the customer exceeds being a target. Design/methodology/approach The paper is a literature review on the value for money, the performance prism in the PPP context, the service quality, the customer experience as well as the co-creation. Findings The PPP success goes through the end-users’ satisfaction regarding their experience quality. The improvement of the customer experience goes through the co-creation, conceding so to the customer, already a target and the mission of a co-creator. In this manner the performance of the PPP project is strengthened, the customer’s satisfaction increases to attain the PPP success. The co-creation through the customer experience succeeds in fulfilling the performance prism and hence constitutes a key success factor of the PPP. Research limitations/implications The relationships identified from the literature review which build up our conceptual model need to be empirically tested. Practical implications It is important that customers, as key stakeholders, appear in the performance measures of the PPP project. This paper can be used as a theoretical base and conceptual framework explaining their integration in such business. Originality/value Although the performance measures in the PPP consider the customer satisfaction a priority, its achievement remains a hard task and not as conspicuous for the PPP managers. The paper attempts through the co-creation based on the customer experience to conciliate between the PPP’s performance and the customers’ empowerment. Furthermore, the paper defines a new form of PPP: the public–private customer partnership.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

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