scholarly journals Mediating Effect of Ease of Use and Customer Satisfaction in the Relationship between Mobile Shopping Mall of Service Quality and Repurchase Intention of University Student consumer

2019 ◽  
Vol 38 (1) ◽  
pp. 201-222 ◽  
Author(s):  
김선아 ◽  
SongChoonPark ◽  
박지은
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Ease Of Use ◽  
University Student ◽  
Mediating Effect ◽  
Shopping Mall ◽  
Repurchase Intention ◽  
Mobile Shopping ◽  
The Relationship

scholarly journals Repurchase Intention among Mobile Shoppers with Mediating Effect of Satisfaction on Mobile Shopping

2021 ◽  
Vol 16 (7) ◽  
pp. 1
Author(s):  
Nur Ain Mohd Paiz ◽  
Mass Hareeza Ali ◽  
Abdul Rashid Abdullah ◽  
Zuraina Dato Mansor
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
The Body ◽  
Mediating Effect ◽  
Repurchase Intention ◽  
Good Continuation ◽  
Mobile Shopping ◽  
Managerial Implications ◽  
The Relationship

Good continuation of mobile shoppers’ intention could ensure sustainability in mobile shopping, thus the study of consumer behavior including service quality, perceived value, trust and satisfaction is essential in order to understand their needs. The question is whether the mobile shopping in Malaysia has provided sufficient mobile websites or apps facilities to gain the repurchase intention of mobile shoppers. However, there are several issues arise such as bad reviews or comments, lack of communication and fake online sellers that may affect mobile shoppers’ behaviour. This research aims to examine the relationship between service quality (SQ), perceived value (PV) and trust (TR) mediated by mobile shoppers’ satisfaction (CS) with repurchase intention (RI). 427 usable questionnaires were collected from the mobile shoppers around Kuala Lumpur and Selangor. The data was analyzed using SPSS and Structural Equation Modelling in SmartPLS. The results suggested that there is a significant relationship between SQ, PV and TR on CS. Besides, CS mediates the relationship between SQ, PV and TR with RI. The research has extended the body of knowledge in mobile shopping studies. The findings contribute valuable theoretical and managerial implications that can enhance mobile shopping services.

scholarly journals Relationship between Service Quality, Customer Loyalty and Customer Satisfaction

2018 ◽  
Vol 6 (2) ◽  
pp. 135-154
Author(s):  
Atif Mahmood ◽  
Muhammad Luqman Tauheed Rana ◽  
Sara Kanwal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Mediating Effect ◽  
Bank Management ◽  
Complete Survey ◽  
Survey Responses ◽  
The Relationship ◽  
Self Administered Questionnaire

This study examined the influence of service quality on customer loyalty, and aimed to determine if this relationship was mediated by customer satisfaction. Data were gathered from customers of eight banks in Pakistan through an adapted self-administered questionnaire. Respondents were selected using convenience sampling. The distributed questionnaire was based on a modified SERVQUAL model.479 complete survey responses were returned out of a total of 700 distributed. The completed questionnaires were examined through descriptive statistics, regression analysis, and PROCESS technique (Hayes2013). Results revealed a significant effect of service quality on customer loyalty. Customer satisfaction was found to have a significant mediating effect on the relationship between service quality and customer loyalty. The outcomes of our study could be useful for policy-making in bank management, and future banking expansion. There is additional generalized benefit to having insight into customers’ thinking regarding the banking sector.

scholarly journals Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry

2016 ◽  
Vol 52 (1) ◽  
pp. 94-117 ◽  
Author(s):  
A. Ganiyu Rahim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Airline Industry ◽  
Mediating Effect ◽  
Perceived Service Quality ◽  
Passenger Satisfaction ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

AbstractThe long-term survival and competiveness of the airline business is strongly connected to the quality of service offered by airline operators and their ability to satisfy and build long-term relationships with customers. This study investigates the relationship among service quality, customer satisfaction and loyalty in the Nigerian airline industry. The cross-sectional survey research design was chosen in order to collect the primary data, using a structured questionnaire. Convenience sampling was adopted to draw a sample of 800 respondents. The data collected were analysed using correlation and multiple regression analysis. The findings of this study largely support the hypothesized relationships proposed in the conceptual framework. The results specifically reveal that perceived service quality is positively related to both passengers’ satisfaction and loyalty. The relationship between passenger satisfaction and loyalty towards the airlines was also found to be positive. The mediating effect of customer satisfaction between perceived service quality and customer loyalty is also found to be positive and partially supported. On the basis of the findings of this study, we conclude that perceived service quality does influence passenger satisfaction, and by extension, loyalty to the airlines. Thus, improvement of service quality is an adjuvant factor to sustainable differentiation and competitiveness in the airline industry. We therefore, recommend that airline operators develop and implement market-oriented service strategies to identify customers’ needs and expectations in order to serve them better. Additionally, airline operators should measure service quality regularly to assure that they are keep meeting passengers’ expectations, and consider customizing their products and services (as needed) to enhance customer satisfaction and loyalty.

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093588 ◽  
Author(s):  
Sadia Khatoon ◽  
Xu Zhengliang ◽  
Hamid Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Mediating Effect ◽  
Security And Privacy ◽  
Mediating Role ◽  
Banking Service ◽  
The Relationship

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

scholarly journals Service Quality, Customer Satisfaction and Loyalty: a comparative study of hotel with retail banking, hospitals and retail services industries

2018 ◽  
Vol 3 (2) ◽  
pp. 38-49
Author(s):  
Subash Kizhakanveatil Bhaskaran Pillai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Retail Banking ◽  
Service Industries ◽  
Mediating Effect ◽  
Retail Stores ◽  
Exploratory Research ◽  
Mediating Role ◽  
Retail Services ◽  
The Relationship

This exploratory research aims to determine whether there are perceived and significant differences with respect to service quality (SQ) attributes offered by four different service industries; viz.; Banks, Hotels, Hospitals and Retail storesin Goa. The SERVQUAL model (Parasuramanet al., 1988) was used to measure service quality perception. This study will attempt to validate the relationship between SQand customer satisfactionand also attempt to validate any potential mediating effect that customer satisfaction may have on the relationship between SQ and Customer Loyalty. The findings of the research indicate that the attributes: perceived tangibilityand perceived responsivenesswere higher in Hospitals, followed by hotels,as compared to Banks and Retail Stores. Perceived empathyof Hospitals was higher as compared to Hotels, Banks and Retail Stores. The perceived assuranceattribute of SQabout Hospitals was higher as compared to Hotels, Banks and Retail Stores. These findings confirm the work of Caruana (2002) and Agus et al. (2007) regarding the relationship between SQdimensions and customer satisfaction, with the exception of Banks as it was observed that customers associated satisfaction with SQ attributes. The research confirms the mediating role of customer satisfaction between SQandcustomer loyalty.

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