scholarly journals Impact of Information Quality on Customer Perceived Value, Experience Quality, and Customer Satisfaction from Using GoFood Aplication

2021 ◽  
Vol 36 (1) ◽  
pp. 51
Author(s):  
Tundung Subali Patma ◽  
Nilawati Fienaningsih ◽  
Karisma Sri Rahayu ◽  
I Gusti Lanang Suta Artatanaya
Keyword(s):  
Customer Satisfaction ◽  
Information Quality ◽  
Perceived Value ◽  
Sampling Technique ◽  
Online Questionnaire ◽  
Customer Perceived Value ◽  
Technological Advances ◽  
Technological Developments ◽  
Service Application ◽  
At Home

Introduction/Main Objectives: The existence of technological advances in online transportation provides benefits to the community, and especially for the culinary industry; consumers no longer have to go to restaurants to buy food; it can be ordered through the Gojek application. The Gojek application makes it easy for people to buy food online. Various items of information about the restaurant are provided by Gojek’s online transportation service application. Background Problems: The government's appeal regarding COVID-19 requires people to stay at home, to support social distancing. Many activities must now be carried out at home, including eating. Along with the technological developments, people do not need to worry about staying at home because everything can be done from the home, with the GoFood application's support. Novelty: This study aims to determine and prove the effect of information quality on experience quality and customer perceived value, as well as satisfaction, from using the GoFood application in Malang City. This research is an update of the information gathered previously during the pandemic, which can be used as a reference for determining marketing strategies. Research Methods: This type of research is explanatory research through a quantitative approach, by conducting a direct survey of the application’s users, by using an online questionnaire. The research sample consists of 380 respondents. The sampling technique of this study was purposive sampling with the criteria that the Gojek application’s users had made purchases the application at least one times, and were aged 18 years and over, so the perceptions given would be quite clear and independent. Finding/Results: The results show that information quality has a positive and significant effect on experience quality, customer perceived value and customer satisfaction; experience quality has a positive and significant effect on customer perceived value; and customer perceived value has a positive and significant effect on customer satisfaction. Conclusion: This study reveals that the quality of the experience has a positive but insignificant effect on customer satisfaction. The result is a new finding from this study because there are differences in the previous studies' relationships between the variables. This study contributes that the stay-at-home appeal could increase the use of online applications to carry out activities.

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 The Role of Religiosity on The Influence of Muslim Customer Perceived Value To Customer Satisfaction of Islamic Banking

2018 ◽  
pp. 253
Author(s):  
Yayuk Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Sampling Technique ◽  
Global Market ◽  
Social Value ◽  
Islamic Banking ◽  
Validity And Reliability ◽  
Customer Perceived Value ◽  
Emotional Value

The successfull of Islamic Banking on the global market depends on the company’s commitment to provide excellent service to their customers. The concept of Muslim customer perceived value (MCPV) is composed of six dimensions that consists of  quality, price, emotional value, social value, Islamic phisical attribute, and Islamic non phisical attribute. The purposes of this research are to determine the influence of MCPV to customer satisfaction of Islamic Banking at Malang Raya dan the role of religiosity in moderating those effects. One hundred and four respondents, who are customers of Islamic Banking, were involved in this research. Accidental sampling was used as sampling technique and instrument was tested by validity and reliability testing. Futhermore, data were analized by moderated regression analysis (MRA). The results of this research shows (1) Simoultaneously, Muslim customer perceived value (MCPV) influences the customer satisfaction and partially, there are only three variables that influence customer satisfaction such as price, social value, and Islamic non phisical attribute. Other variables such as quality, emotional value, and Islamic phisical attribute does not influence customer satisfaction; (2) Religiosity as a moderating variable on the influence Islamic non phisical attribute to the customer satisfaction. The moderating effect is streghtening the existing influence.

scholarly journals THE EFFECTS OF SERVICE QUALITY, CUSTOMER PERCEIVED VALUE, AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY OF DAMRI TOUR BUS

2019 ◽  
Vol 5 (2) ◽  
pp. 285
Author(s):  
Suci Sandi Wachyuni
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Perceived Value ◽  
Sampling Technique ◽  
Analysis Techniques ◽  
Customer Perceived Value ◽  
Customer's Loyalty

Based on the data from Transportation Department of Indonesia, commonly total of tourist bus company and total unit of tour bus continues to increase every year. The increasing number of competitors will affect customers looking away easily from one service provider to another. Then, DAMRI as one of the providers, has to make efforts for maintaining and increasing customer’s loyalty. The purpose of this study to determine the effect of service quality, customer perceived value, and customer satisfaction towards customer loyalty of DAMRI Tourist Bus.This research is a quantitative research. Sampling technique is non Probability Sampling, purposive sampling. Data collection is done through interview and questionnaires. Statistical analysis techniques is done through regression analysis and hypothesis testing t test and F test (SPSS 20.0). The results being obtained: service quality (X1) and customer perceived value (X2) significantly influence customer loyalty (Y). In other hand, customer satisfaction (X3) does not significantly influence customer loyalty (Y); But X1, X2, and X3 simultanously influence Y. The manager is advised to continously make efforts in order to improve customer loyalty. Further research is needed to identify the factors that have more influence over customer loyalty of DAMRI Tourist Bus.

scholarly journals New insights in online fashion retail returns from a customers’ perspective and their dynamics

2021 ◽  
Author(s):  
Björn Stöcker ◽  
Daniel Baier ◽  
Benedikt M. Brand
Keyword(s):  
Customer Satisfaction ◽  
Business Model ◽  
Mail Order ◽  
Online Questionnaire ◽  
Holistic View ◽  
Research Fields ◽  
Technological Developments ◽  
Online Business ◽  
Post Purchase ◽  
Customers Perspective

AbstractReturns are an inconvenient problem in the mail-order business, not only for the merchant but also for the customer. With an estimated return rate of 50% in the fashion sector, the seller has to deal with the expense of restocking and possibly reprocessing, the buyer, who must reship the return, and the environment. We do not consider returns to be generally bad, but rather an explicit, integral part of the online business model. Therefore, we investigate potentially suitable measures to avert or avoid returns in the pre-purchase, purchase, and post-purchase phases. We look at current and technological developments in return management and the most critical drivers for fashion assortment returns. The measures we investigate deliver a holistic view of the issue and target all three purchase phases. The resulting measures were assessed via an online questionnaire with 8393 participants (customers of a German fashion online retailer) to impact customer satisfaction using Kano’s method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found different customer segments, which are different in their expectations towards returns. That allowed us to conclude dynamics regarding return management. This assessment is followed by discussing the results, conclusions, and indications for further research fields.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

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.

scholarly journals Pengaruh Brand Awareness, Brand Image dan Customer Perceived Value Terhadap Purchase Intention

2020 ◽  
Vol 4 (3) ◽  
pp. 81
Author(s):  
Luki Lukmanul Hakim ◽  
Keni Keni
Keyword(s):  
Purchase Intention ◽  
Brand Image ◽  
Perceived Value ◽  
Sampling Technique ◽  
Purchase Intentions ◽  
Brand Awareness ◽  
Analysis Method ◽  
Scale Method ◽  
Customer Perceived Value ◽  
Operational Variables

This study aims to determine the effect of brand awareness, brand image, and customer perceived value on purchase intentions. The sampling technique used in this study is nonprobability sampling by purposive sampling using a quantitative approach by distributing questionnaires to 146 which valid respondents 142 respondents. Data analysis method used in this study is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 25.0. The results showed that the brand awareness variable have a significant and positif effect, brand image have a significant and positif effect, customer perceived value have a significant and positif effect on purchase intention. In this case the brand image is the most influences of purchase intention.

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

AN EXAMINATION OF CUSTOMER SATISFACTION: DIFFERENCES BETWEEN LOCAL AND FOREIGN CUSTOMERS

2021 ◽  
Vol 5 (1) ◽  
pp. 84-94
Author(s):  
Eristia Lidia Paramita ◽  
Vicka Onthoni
Keyword(s):  
Customer Satisfaction ◽  
Mobile Application ◽  
Perceived Value ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Online Questionnaire ◽  
Perceived Price ◽  
Quantitative Analysis Method ◽  
Application Data

This study aims to provide a comparative analysis of local and foreign customers’ evaluation on their perception, perceived value, and customer satisfaction toward Gojek mobile application. Data was obtained by spreading the online questionnaire to 200 samples of local and foreign customers. By using quantitative analysis method and Independent Sample T-test, the study reveals that local and foreign customers share different evaluation of the mobile application, perception of service quality, price and trust, which lead to different satisfaction as well. Instead, perceived value on intention to use, perceived quality of service, perceived ease of use, perceived price and perceived usefulness has no difference between local and foreign customers. However, even they have shared nearly the same perceived value of Gojek mobile application, local customers sense the higher value in a whole examination compared to foreign customers. Keywords  : Perception, Perceived Value, Customer Satisfaction, Mobile Application

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