The Effect of Medical Service Quality Perceived by Medical Tourists on Service Value and Behavioral Intention

2019 ◽  
Vol 31 (7) ◽  
pp. 59-79
Author(s):  
Dong Hyun Kwag ◽  
Byeong Cheol Lee
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Medical Service ◽  
Service Value

A Model of Users' Satisfaction with Taiwan's Government Website

2007 ◽  
Vol 101 (2) ◽  
pp. 395-406
Author(s):  
Yu-Ko Chung ◽  
Liang-Chyau Sheu ◽  
Sarina Hui-Lin Chien
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Communication Link ◽  
Quality Service ◽  
Service Value ◽  
Related Information

Taiwan's Government web portal has been the sole communication link between citizens and E-Government since being launched in 2002 to provide citizens with government-related information promptly via effective classification. The assessment of the service quality and citizens' satisfaction with E-Government has rarely been explored. The present study explored how the service quality of E-Govemment subsequently affects the users' psychological and behavioral responses. A structural model was proposed that contained four constructs: service quality, service value, users' satisfaction, and behavioral intention as well as their interrelations. A survey was used to collect users' ratings. Structural equation modeling was applied to verify the factor analysis of the obtained data and fit of a model. Analyses indicated adequate fit of model as follows: E-Government service quality → service value → users' satisfaction → behavioral intention.

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

Empirical Study On Attributes Leading To Satisfaction Among Bank Customer

2019 ◽  
Vol 118 (7) ◽  
pp. 101-110
Author(s):  
Ms.U.Sakthi Veeralakshmi ◽  
Dr.G. Venkatesan
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Banking Sector ◽  
Positive Impact ◽  
Quality Performance ◽  
Public And Private ◽  
The Difference ◽  
The Individual ◽  
Private Banking ◽  
Service Gap

This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.

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