scholarly journals PERAN KETERLIBATAN PRODUK DALAM MEMODERASI HUBUNGAN ANTARA KUALITAS LAYANAN DARING TERHADAP KEPUASAN DARING

2019 ◽  
pp. 288
Author(s):  
Miftahul Jannah ◽  
Sahid Susilo Nugroho ◽  
Indriyo Gitosudarmo
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Moderating Effect ◽  
Survey Method ◽  
Hierarchical Regression ◽  
Website Design ◽  
Product Involvement ◽  
Five Dimensions ◽  
Study Approach ◽  
The Relationship

Abstract: The Role of Product Involvement in Moderating the Relationship Between OnlineService Quality and Online Satisfaction. The moderating effect of product involvement on therelationship between e-service quality and e-satisfaction. This study is aimed to examine the effectof five dimensions of e-service quality: (1) website design, (2) reliability, (3) customer service,(4) security/privacy, and (5) after sales service, on e-satisfaction and e-loyalty. The study alsoanalyzed the moderating effects of product involvement on the relationship between e-servicequality and e-satisfaction. A quantitative study approach using survey method is adopted to reach228 respondents. The data is analyzed by simple, multiple , and hierarchical regression methods toexplore direct and moderating effect among intended variables. The study findings confirmed thatreliability, customer service, and after sales service have influenced e-satisfaction.Keywords: e-service quality; e-satisfaction; product involvement.

scholarly journals PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA

2020 ◽  
Vol 14 (2) ◽  
pp. 146-154
Author(s):  
Prita Patricia ◽  
Luvian Krisantono ◽  
Stephen Junadi Darmawan ◽  
Sutrisno Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Word Of Mouth ◽  
Service Satisfaction ◽  
Survey Method ◽  
Product Portfolio ◽  
Five Dimensions ◽  
Car Wash ◽  
Service Fairness

The aim of this research is to analyze and to understand the relation between service quality, perceived service fairness, convenient and product portfolio to customer service satisfaction. The research is also done to find out the effect of customer service satisfaction, trust, and word of mouth specifically in the car wash industry. The data is collected by using questionnaires as the survey method which analysed using Multiple Regression Analysis. The survey result shows that there are influence service quality, which are assurance, product portfolio, convenience, perceived service fairness, and reliability. The five dimensions also show the positive relation with customer service satisfaction, so does customer service satisfaction and trust to word of mouth. Based on the result of this research, gaining positive customer satisfaction and word of mouth in the car wash industry imply the need in focusing on improving service in matters concerning assurance product portfolio and convenience. This research shows that the assurance dimension has the most significant influence on customer satisfaction and the trust dimension has the most significant impact on word of mouth in the car wash industry in DKI Jakarta.

scholarly journals The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis

2019 ◽  
Vol 21 (2) ◽  
pp. 187
Author(s):  
Nicholas Wilson ◽  
Keni Keni ◽  
Pauline Henriette Pattyranie Tan
Keyword(s):  
Service Quality ◽  
Survey Method ◽  
Website Design ◽  
Repurchase Intention ◽  
American Continent ◽  
Design Quality ◽  
Asian Continent ◽  
European Continent ◽  
Australian Continent ◽  
The Relationship

The purpose of this study is to examine and understand the effect of website design quality and service quality toward consumers’ repurchase intention in the Asian, European, American, and Australian e-commerce industry. This research implemented survey method, in which questionnaires were chosen as instruments for data collection. A total of 1000 questionnaires were electronically distributed to the respondents across four continents, in which a total of 869 were deemed usable. Out of 869 questionnaires, a total of 200 questionnaires collected from respondents living in the Asian continent, 189 questionnaires collected from respondents living in the American continent, 243 questionnaires collected from respondents living in the European continent, and 237 questionnaires collected from respondents living in the Australian continent. This research implemented PLS-SEM method to analyze and generate findings from the data. Based on the results generated from the analysis of the data, it could be concluded that in the Asian, Australian, and European continents, service quality played a more important and significant role in affecting consumers’ repurchase intention in the e-commerce industry compared to website design quality. In contrast, the results generated in this research also concluded that website design quality played a more important role in affecting consumers’ repurchase intention in the American e-commerce industry. Furthermore, customer satisfaction mediated the relationship between website design quality and service quality toward consumers’ repurchase intention in the Asian, Australian, European, and American e-commerce industry.

Perceived Employability Moderates Burnout and Depression Among Bank Employees

2016 ◽  
Vol 44 (7) ◽  
pp. 1123-1132 ◽  
Author(s):  
Haishu Qiao ◽  
Yue Xia ◽  
Ying Li
Keyword(s):  
Mental Health ◽  
Structural Equation Modeling ◽  
Structural Equation ◽  
Moderating Effect ◽  
Equation Modeling ◽  
Hierarchical Regression ◽  
Negatively Associated ◽  
Perceived Employability ◽  
Bank Employees ◽  
The Relationship

Because bank employees have been found to be especially susceptible to burnout and depression, we explored the relationship between these variables, and examined the moderating effect of perceived employability on the burnout–depression relationship in a sample of Chinese bank employees. As we expected, burnout and perceived employability were, respectively, positively and negatively associated with depression. The results of hierarchical regression and structural equation modeling indicated that perceived employability moderated the relationship between burnout and depression; higher perceived employability was associated with a weaker relationship between burnout and depression. Interventions aimed at developing the perceived employability of Chinese bank employees may help to improve mental health in this group.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

scholarly journals The Role of Service Quality on Subjective Well-Being of Students, With Mediators of Satisfaction and Customer Company Identification

2021 ◽  
Vol 21 (1) ◽  
pp. 43
Author(s):  
Muhamad Singgih Pradipto ◽  
Albari Albari
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Dominant Role ◽  
Well Being ◽  
Survey Method ◽  
Service Users ◽  
Subjective Well Being ◽  
Effective Work ◽  
Company Identification ◽  
The Relationship

The level of service quality is often a shared measure between providers and users of products for transactions. High quality demands by service users can make service providers to implement an effective work culture. For service users, quality can be used as a basis for assessing satisfaction after receiving service. Using certain services can also arouse the customer's self-perception that he is fit to consume the service produced by providers who are committed to quality. High results from quality, satisfaction, and self-identification of users at service providers become the basis for users to conduct subjective well-being evaluations from time to time. The relationship between these variables was disclosed in this study. This study used a survey method, with a population of students who were still actively studying at 6 universities in DIY. A total of 166 students were selected by convenience sampling method to serve as research samples. By using regression analysis and the SPSS program, it can be proven that there is an indirect effect of service quality on subjective well-being. The results showed that satisfaction and customer-company identification have very important roles, because both variables function as mediators of the influence of service quality on subjective well-being, but satisfaction has a more dominant role than customer identification. From the results of this study it is suggested that universities need to pay attention to the closeness of the relationship with their students, but what is more important is to increase their satisfaction with overall services, such as when they are on campus. Keywords-- service quality, satisfaction, customer-company identification, subjective well-being

scholarly journals PEMBERDAYAAN KARYAWAN DAN KUALITAS PELAYANAN PADA PERUSAHAAN PELAYARAN

2016 ◽  
Vol 3 (3) ◽  
pp. 339
Author(s):  
Muh Kadarisman ◽  
Gatot Cahyo Sudewo ◽  
Yosi Pahala
Keyword(s):  
Organizational Culture ◽  
Data Analysis ◽  
Service Quality ◽  
Strategic Management ◽  
Quantitative Approach ◽  
Survey Method ◽  
Independent Variables ◽  
Strong Relation ◽  
Relationship Of ◽  
The Relationship

This research aims to find out the relationship of strategic management, organizational culture and employees’ empowerment with service quality. This research is carried on at PT Sillo Bahari Nusantara using quantitative approach with survey method. The population of this study is the employees at PT Sillo Bahari Nusantara Jakarta 2015. The samples used in this study are 50 respondents which are selected randomly. The data is analyzed using descriptive statistic technic and parametric inferential. Based on data analysis it can be concluded that all the independent variables like strategic management, organizational culture, and employees’ empowerment have a positive and strong relation towards service quality, either partially or simultaneously. Therefore, the service quality can be increased by improving strategic management, organizational culture and employees’ empowerment.

The moderating effect of leader member exchange on the relationship between workplace ostracism and psychological distress

2019 ◽  
Vol 11 (2) ◽  
pp. 146-158 ◽  
Author(s):  
Youngkeun Choi
Keyword(s):  
Psychological Distress ◽  
Emotional Exhaustion ◽  
Moderating Effect ◽  
Survey Method ◽  
Leader Member Exchange ◽  
Content Type ◽  
Job Tension ◽  
Workplace Ostracism ◽  
Member Exchange ◽  
The Relationship

Purpose Based on the conservation of resources theory, the purpose of this paper is to develop and test the relationship between workplace ostracism and psychological distress of male employees. And depending on the leader member exchange (LMX) theory, it assumes that the relationship between workplace ostracism and psychological distress of male employees is moderated by the LMX. Design/methodology/approach For this, this study used a survey method and multiple regression analyses with multi-source data from 226 male Korean employees and their supervisors. Findings The results suggest the following. First, workplace ostracism was positively associated with job tension, emotional exhaustion and depressed moods at work for male employees. Second, there was a stronger positive relationship between workplace ostracism and job tension, or emotional exhaustion for male employees with low, as opposed to those with high, levels of LMX. Originality/value This study is the first one to examine the moderating effect of LMX on the relationship between workplace ostracism and psychological distress of male employees.

scholarly journals The Contingency Effect of Relational Competency on the Relationship between Information Technology Competency and Firm Performance

2017 ◽  
Vol 1 (1) ◽  
pp. 3-16 ◽  
Author(s):  
Shaobo Wei ◽  
Kwok-Kee Wei
Keyword(s):  
Regression Analysis ◽  
Firm Performance ◽  
Moderating Effect ◽  
Hierarchical Regression ◽  
Technology Competency ◽  
Interorganizational Communication ◽  
It Knowledge ◽  
The Relationship ◽  
It Operations ◽  
Contingency Effect

AbstractDrawing upon the resource-based and relational view, this study examines how the three types of IT competencies (i.e., IT objects, IT operations, and IT knowledge) differentially affect firm performance and how such effects are moderated by interorganizational communication (IOC). We test the hypotheses of interest with data collected from 258 firms in China. The results of hierarchical regression analysis reveal that IT operations and IT knowledge significantly improve firm performance, while IT objects are found to be insignificant. In addition, the moderating effect of IOC on the relationship between the three types of IT competencies and firm performance varies across diffenent types of IT competencies. Specifically, IOC positively moderates the relationship between both IT operations and IT knowledge and firm performance. However, the moderating effect of IOC on the relationship between IT objects and firm performance is not significant.

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