scholarly journals Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

Omni-channel capability and customer satisfaction: mediating roles of flexibility and operational logistics service quality

2020 ◽  
Vol 48 (6) ◽  
pp. 629-648
Author(s):  
Metehan Feridun Sorkun ◽  
Işık Özge Yumurtacı Hüseyinoğlu ◽  
Gülmüş Börühan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Design Methodology ◽  
Mediating Effects ◽  
Quality Performance ◽  
Content Type ◽  
Logistics Service ◽  
Equation Modelling ◽  
Logistics Service Quality

PurposeThis study aims to reveal how omni-channel capability leads to customer satisfaction by examining the mediating roles of flexibility and operational logistics service quality (LSQ).Design/methodology/approachConsumers who had previously shopped from any particular retailer's both online and physical stores were surveyed to collect data on research constructs. Structural equation modelling and bootstrapping were employed to test research hypotheses.FindingsThis study shows the double mediation of flexibility and operational LSQ in the effect of omni-channel capability on customer satisfaction. Despite this indirect effect, omni-channel capability does not directly affect customer satisfaction, implying the full mediations of flexibility and operational LSQ. However, these mediating effects could not be verified for certain types of retailers (e.g. electronic retailers).Originality/valueBy using the theoretical lens of capability–service quality–performance triad (C-SQ-P), this study shows how omni-channel capability and flexibility affect customer satisfaction through operational LSQ. Hence, an original finding is that developing omni-channel capability may not be sufficient for customer satisfaction and that it may need to be supported by flexibility and operational LSQ. It additionally reveals that the mediations of flexibility and operational LSQ hinge on the type of retailing industry examined. Thus, this study draws on the necessity of investigating the contingent roles of flexibility and operational LSQ in omni-channel retailing for customer satisfaction.

scholarly journals SERVICE QUALITY, CUSTOMER SATISFACTION, BRAND TRUST AND REPURCHASE INTENTION

2020 ◽  
Vol 15 (2) ◽  
pp. 493-514
Author(s):  
Rendy Sumara ◽  
Lina Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Future Research ◽  
Brand Trust ◽  
Repurchase Intention ◽  
Quantitative Analysis Method

Research objectives - The purpose of this study was to analyze the factors that affect the repurchase intention of Starbucks Coffee Forward Oakwood Jakarta consumers related to service quality (servqual), customer satisfaction and brand trust.Design/Methodology/Approach - The quantitative analysis method uses structural equation modeling (SEM) analysis with LISREL software version 8.80. Sampling was carried out for 4 months. Respondents who were selected as respondents had criteria as consumers who had visited and had made a one-time purchase at Starbucks Coffee Forward Oakwood Jakarta. The research instrument was a questionnaire and the respondents filled it directly on the google form.Findings - The proposed research model meets the Goodness of Fit (GOF) category. The factor that affects repurchase intention is servqual which is an important factor in increasing repurchase intention. Customer satisfaction mediates the influence of servqual and brand trust with repurchase intention.Research limitations - This study is limited to Starbucks Coffee Forward located in Oakwood Jakarta. In the future, research can be carried out on Starbucks Coffee Forward Oakwood in other areas such as those in Bali.Originality/value - This study raises customer satisfaction and repurchase intention depending on the brand trust that consumers have. The novelty of this study is the object of research, namely Starbucks Coffee Forward Oakwood Jakarta. This Starbucks has a characteristic that is different from other Starbucks

scholarly journals Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

2018 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Usep Suhud ◽  
Sheila Maryam Bajunaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Repurchase Intention ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market

2011 ◽  
Vol 2 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Abdul Qayyum ◽  
Do Ba Khang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Costs ◽  
Field Survey ◽  
Mobile Telecommunications ◽  
Perceived Service Quality ◽  
Equation Modelling ◽  
Quality Value ◽  
Telecommunications Market

The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs in determining customer loyalty in the mobile telecommunications market. Data were collected through a field survey of mobile phone users in Pakistan. Structural equation modelling was used to evaluate hypothesized relationships. Perceived switching costs were found to play all three roles. Findings suggest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. Implications of these findings are discussed.

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