scholarly journals A Look at Collaborative Service Provision: Case for Cosmetic Surgery Medical Tourism at Korea for Chinese Patients

2021 ◽  
Vol 18 (24) ◽  
pp. 13329
Author(s):  
Jungkun Park ◽  
Hoang Tran Phuoc Mai Le ◽  
Eklou R. Amendah ◽  
Dongyoup Kim
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Service Provision ◽  
Cosmetic Surgery ◽  
Structural Equation ◽  
Medical Tourism ◽  
Chinese Patients ◽  
Equation Modeling ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Consumers admiring the beauty standards of other countries are approaching cosmetic surgery medical tourism. This study examines the roles of hospitals and facilitating agents as the main entities of cosmetic surgery medical tourism. 334 Chinese patients who underwent cosmetic surgery in Korea were collected and structural equation modeling is used to analyze the data. The results show that a hospital’s service quality in terms of tangibles, assurance, and empathy affect customers’ attitudes toward medical tourism for cosmetic surgery, which in turn, influences satisfaction with medical tourism. More importantly, facilitating agents’ service quality moderates the effects of hospitals’ service quality dimensions on service satisfaction. Findings extend the existing literature on medical tourism by identifying the roles of hospitals and facilitating agents to enhance customers’ attitudes and satisfaction with respect to collaborative service provision. Moreover, this research provides the first empirical evidence for the facilitating agents’ role in determining satisfaction with medical tourism.

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

2021 ◽  
pp. 036119812110119
Author(s):  
George Christian Linhares Bezerra ◽  
Eliézer Mello de Souza ◽  
Anderson Ribeiro Correia
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Customer Segmentation ◽  
Equation Modeling ◽  
Customer Expectations ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

Tourism Service Quality and Destination Loyalty—The Mediating Role of Perceived Value from International Tourists’ Perspectives

2019 ◽  
Vol 16 (2A) ◽  
Author(s):  
Shaker BaniMelhem ◽  
Mohamed Albaity
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Five Dimensions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
High Level

Abstract This study is aimed at investigating the direct relationships between service quality dimensions with perceived value and the destination loyalty, in addition to examining the mediating effect of perceived value. Using data from 508 international tourists visiting UAE and applying structural equation modeling we found the following. First, we found a significant and positive relationship between the five dimensions of service quality and perceived value. Second, we found direct, a positive and significant relationship between four service quality dimensions and destination loyalty. In addition, there exists a mediating effect of perceived value on the relationship between all the dimension of service quality and destination loyalty. The relationships of all the service quality dimensions are partially mediated except tangible facilities dimension which is fully mediated by perceived value. The study recommended that destination managers should focus on what make the tourists feel that the value they received is equal or more than what they expected to create positive tourist loyalty behaviour and enhance destination attractiveness. Thus, high level of perceived value service quality provided can be achieved if government and managers fully understand the key importance of providing quality service and continues evaluating and enhancing the quality of service provided. Keywords: destination loyalty, perceived value, service quality dimensions, destination loyalty, tourism sector.

Interrelations of service quality and service loyalty dimensions in medical tourism

2015 ◽  
Vol 22 (1) ◽  
pp. 18-55 ◽  
Author(s):  
Bikash Ranjan Debata ◽  
Bhaswati Patnaik ◽  
Siba Sankar Mahapatra ◽  
Kumar Sree
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Equation Modeling ◽  
Content Type ◽  
Tourism Sector ◽  
Service Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Tourism Service

Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the effect of service quality dimensions on service loyalty dimensions of medical tourism. Design/methodology/approach – The dimensions of service quality as well as of service loyalty are identified using an exploratory factor analysis. Next, the reliability and validity of the quality factors and loyalty factors are established through confirmatory factor analysis using AMOS 18.0 version. The related hypotheses are tested using structural equation modeling (SEM). Findings – The paper identifies eight-factor construct for medical tourism service quality and three-factor construct for MTSL. It is found that the treatment satisfaction dimension of service quality has positive and significant impact on MTSL. It is also observed that, overall, medical tourism service quality has positive impact on MTSL. Practical implications – These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to medical tourism. Examining the service quality dimensions’ impact on customer loyalty for medical tourism sector can offer the industry valuable insights regarding which aspects of the service to focus on in order to improve medical tourist’s satisfaction and loyalty toward the firms. Originality/value – This paper introduces the concept of service quality and service loyalty in medical tourism sector. In conceptualizing MTSL, the authors propose an integration of behavioral measures, attitudinal measures and cognitive measures. The interrelationship between the service quality construct and medical loyalty construct was established using SEM. This is useful for the healthcare manager to measure the medical tourist’s perceptions of service quality on these dimensions as related to medical tourism performance.

The Influence of Service Quality on Gamer Loyalty in Massively Multiplayer Online Role-Playing Games

2011 ◽  
Vol 39 (10) ◽  
pp. 1297-1302 ◽  
Author(s):  
Ya-Ping Chang ◽  
Dong-Hong Zhu ◽  
Ho Simon Wang
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Role Playing ◽  
Equation Modeling ◽  
Online Game ◽  
Role Playing Games ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Different Dimensions ◽  
Massively Multiplayer

In this study we investigated how different dimensions of service quality might influence the loyalty of customers in the context of online games. By studying the gamers of massively multiplayer online role-playing games (MMORPGs), we tested our hypotheses using structural equation modeling techniques. We found that the service quality dimensions of privacy, effectiveness, and entertainment indirectly influence the loyalty of gamers through satisfaction, whereas interaction has a direct effect on their loyalty. These findings have implications for online game companies to improve customers' loyalty.

scholarly journals What Forms University? An Integrated Model from Syria

2015 ◽  
Vol 17 (1) ◽  
pp. 46-55 ◽  
Author(s):  
Bayan Khalifa ◽  
Ali Mahmoud
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Integrated Model ◽  
Equation Modeling ◽  
Key Factors ◽  
University Image ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study aims at developing and empirically testing an integrated model incorporating the factors that form university image in Syria. The study used a quantitative survey of students at Syrian universities. A pre-test of the questionnaire was undertaken using a convenient sample of 40 students. Thereafter, a sample of 259 students was used to test the model using structural equation modeling. The findings suggest word of mouth and faculty-individualized attention, one of service quality dimensions, as the antecedents of university image. Moreover, the findings reveal a positive effect of faculty-individualized attention and support staff helpfulness, as service quality dimensions, on student satisfaction. It is also found that student satisfaction positively affect word of mouth. This study is expected to help Syrian universities understand the key factors contributing to university image formation, and, therefore, strengthen their positions in the market. This study comes to be one of the first studies that attempt to understand how university image is formed.

scholarly journals Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

2019 ◽  
Vol 14 (01) ◽  
pp. 41-53
Author(s):  
Antonius Adi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Cost ◽  
Equation Modeling ◽  
Company Reputation ◽  
Trust Company ◽  
Customer Trust

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

scholarly journals Analisis Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja: Studi Kasus pada Karyawan Industri Manufaktur

2021 ◽  
Vol 4 (1) ◽  
pp. 117-130
Author(s):  
Dewiana Novitasari ◽  
Masduki Asbari ◽  
Ipang Sasono
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling

Penelitian ini bertujuan untuk menganalisis pengaruh religiusitas dan kualitas pelayanan (service quality) terhadap kepuasan kerja pada karyawan industri manufaktur, dengan mengambil sampel sebanyak 105 orang karyawan dari salah satu perusahaan industry manufaktur di Jawa Barat. Metode pengumpulan data menggunakan kuesioner. Metode analisis menggunakan Structural Equation Modeling (SEM), Smart PLS v.3.0. Hasil penelitian menunjukkan bahwa, religiusitas berpengaruh positif signifikan terhadap kualitas pelayanan. Religiusitas berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan, dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan kerja karyawan. Hasil penelitan dapat digunakan sebagai dasar untuk meningkatkan dan memelihara kepuasan kerja karyawan pada industry manufaktur melalui peningkatan religiusitas dan kualitas pelayanan karyawan. Serta membangun kesiapan karyawan untuk menghadapi dunia industry yang makin sadar spiritual.

M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruoqing Zhang ◽  
Minjoon Jun ◽  
Sergio Palacios
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

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