scholarly journals Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy

2021 ◽  
Vol 7 (4) ◽  
Author(s):  
Muhammad Adnan ◽  
Samia Zarrar ◽  
Kamran Zafar
Keyword(s):  
Service Quality ◽  
Information Literacy ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Loyalty ◽  
Price Fairness ◽  
Using Data ◽  
Role Of Information

Purpose: Using data from 200 hotel guests in Multan, Pakistan, this research aims to evaluate the influence of service quality and pricing fairness on consumer loyalty while moderating the role of information literacy. Design/Methodology/Approach/Findings: The findings are estimated using partial least square (PLS). The variables service quality, pricing justice, and information literacy are all positively and substantially connected to customer loyalty, according to PLS estimations. Because the link between service quality and customer loyalty is statistically significant, the results of the moderated regression demonstrate that information literacy positively moderates it. On the other hand, while the link between price fairness and customer loyalty is statistically significant, the variable information literacy acts as a negative moderator. Implications/Originality/Value:  Hotel management are advised to invest in and increase the quality of service. Managers must maintain control of all activities related to the concept of quality from the bottom to the top of their business.

scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

scholarly journals An investigation of online food aggregator (OFA) service: Do online and offline service quality distinct?

2020 ◽  
Vol 15 (2) ◽  
pp. 277-294
Author(s):  
Yusra Yusra ◽  
Caraka Eko ◽  
Arawati Agus ◽  
Mohd Azmi ◽  
Gio Ugiana ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Provider ◽  
Sharing Economy ◽  
Partial Least Square ◽  
Least Square ◽  
Path Modeling ◽  
Customer Satisfaction And Loyalty

As the sharing economy has emerged, the way customer perceives the service is shifting toward a combination of offline and online. The need for the service provider to understand its nature as well as the pertinent aspects regarding its characteristics is crucial. Previous research validated the influence of perceived online and offline service quality toward customer satisfaction and loyalty. However, with the distinctive dimensions of OFA service quality, its effects on customer satisfaction and the role of social innovativeness in satisfaction and loyalty linkage remain unexplored. Hence, this study attempts to investigate these relationships using the data obtained from customers of any OFA in Malaysia. Purposive sampling was employed and 227 collected responses were analyzed using variance-based partial least square path modeling. The results confirm the direct effect of online and offline service quality on customer loyalty and full mediation role of customer satisfaction. Besides, social innovativeness is found negatively moderates customer satisfaction and loyalty relationship. Implications and contributions of the study are also discussed.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

scholarly journals Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Comparative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Retail Service ◽  
Retail Service Quality ◽  
Pls Method

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               

scholarly journals Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bernhard Fabian Bichler ◽  
Birgit Pikkemaat ◽  
Mike Peters
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

scholarly journals PENGARUH RELIGITAS, KUALITAS LAYANAN DAN TRUST TERHADAP LOYALITAS NASABAH BANK SYARIAH DI KOTA BOGOR

2018 ◽  
Vol 17 (2) ◽  
pp. 189
Author(s):  
Soegeng Wahyoedi ◽  
Hery Winoto
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Islamic Law ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Islamic Bank ◽  
The Government

ABSTRACT The role of Islamic banking in the national economy becomes more strategic as the government is facing fiscal limitation in funding the development. The growth of Islamic banking, a bank managed by implementing the principles of Islamic law, has not been satisfactory. This can be examined by referring to the role of Islamic banking in national banking which is  till in the rate of less than 5 percent. This research aims to observe the influences of religiosity and service quality on trust and customer loyalty, as well as to observe the influence of trust on customer loyaltyof Islamic Bank in Bogor. By collecting 76 samples of Islamic bank customers in Bogor and utilizing structural equation modeling partial least square (SEM-PLS) as the technique of analysis, it is revealed that the aspects of religiosity and service quality are influential on loyalty if it is supported by trust. Meanwhile, the trust itself has a positive influence on loyalty. The finding implies that to increase the loyalty of Islamic bank customers, customer trust should be built. 

scholarly journals Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

2020 ◽  
Vol 2 (4) ◽  
pp. 925
Author(s):  
Grace Rumondang Ullina Pohan ◽  
Cokki Cokki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

scholarly journals The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

2021 ◽  
Vol 4 (2) ◽  
pp. 2717-2729
Author(s):  
Marliyah Marliyah ◽  
M. Ridwan ◽  
Ayu Kartika Sari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Sample Number ◽  
Relationship Of ◽  
The Relationship

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

scholarly journals Analyzing the Antecedents (I.E., Service Price and Service Quality) and Consequences (I.E., Repurchase Intention and Customer Loyalty) Of Customer Satisfaction in Transportation Industry of Ghana: The Mediated Model.

2021 ◽  
Vol 7 (07) ◽  
Author(s):  
PATRICIA DZIGBORDI AFEDO ◽  
YAPING QU
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Public Transportation ◽  
Explanatory Power ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Transportation Industry

Background: Transportation is a service that Government across the world recognize as being an important facet in the advancement of environmentally, socially, and economically sustainable communities. However, the public transport usage is still much lower than automobile in most of the regions around the globe, and therefore,, novel strategies requires to be updated to promote the usage public transportation. Purpose: This research aims to explore the antecedents and consequences of customer/passenger’s satisfaction in the context of transportation industry in Ghana. In addition, to investigate the mediating role of customer satisfaction between service quality and customer loyalty. Design/methodology/approach: The study randomly selected respondents and data was collected through sharing online survey form generated using Google form. The study used partial least square structural equation modeling for the path analysis of 423 passengers of bus transport. Findings: The research findings of the study includes the direct positive and significant effect of service price and service quality on customer satisfaction and customer satisfaction on repurchase intention and customer loyalty. In addition, customer satisfaction partially mediate the relationship between service quality and customer loyalty. Conclusion: This research has implications for practitioners and scholars interested in exploring importance of service quality and customer satisfaction in the context of transportation. It builds an empirical, hypothesized model, which has 38.5% explanatory power.

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