scholarly journals Influence of Online Reviews on Student Satisfaction Seen through a Service Quality Model

2021 ◽  
Vol 16 (7) ◽  
pp. 3063-3077
Author(s):  
Mostafa Torabi ◽  
Charles H. Bélanger
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Word Of Mouth ◽  
Online Reviews ◽  
University Management ◽  
Quality Factors ◽  
Quality Model ◽  
The Impact

University or college is a challenging reality leading to a sometimes elusive career path. By consulting social media and review websites, students have more alternatives to consider in their choice determination. This study develops a multifaceted model to recognize the influence of service quality and e-word of mouth on customer satisfaction and the impact of customer satisfaction on word of mouth. Data gathered from a sample of 150 university students are analyzed by SPSS and PLS-SEM. The findings indicate that service quality dimensions and e-WOM have positive impacts on customer satisfaction. Furthermore, this study reinforces that customer satisfaction has a positive influence on customers’ WOM intentions. This research recommends that university management should consider the importance of service quality factors and social media channels to meet and exceed students’ expectations in order to bolster the quality of services and boost customer satisfaction.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Impact of Retail Service Quality and Store Service Quality on Patronage Intention towards Organized Retail Industry

2021 ◽  
Vol 12 (3) ◽  
pp. 1462-1471
Author(s):  
P.S.Venkateswaran Et.al
Keyword(s):  
Problem Solving ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Retail Industry ◽  
Retail Service ◽  
Loyal Customer ◽  
Patronage Intention ◽  
Retail Service Quality ◽  
The Impact

Purpose: A proper service increases the customer satisfaction and positive word of mouth. The aim of this paper is to find out the impact of retail service quality and store service quality on patronage intention and word of mouth towards organized retail industry. Design/methodology/approach: The study data were collected from [location masked for blind review] using a structured questionnaire. A sample of 419 was used. A structural model was developed for analysis to find out the linkage between study variables. Findings/results: Findings reveal that retail service quality and store service quality are increasing the customer satisfaction.  The findings showed that retail service quality, store service quality, and customer satisfaction significantly impact patronage intention and word of mouth. Problem solving is the major issue faced by the retail stores. Hence they have to take immediate action towards it to maintain their loyal customer base Practical implications: Problem-solving is not having significant relationships with customer satisfaction. Store managers have to create a pleasant experience and amplify the strength factors to create a bond between the store and the customers Originality/value: This paper is helpful to the retail store managers as well as new entrepreneurs who are going to start a new venture in the retail business.

A Study on the Impact of Service Quality on Student Satisfaction towards the University Libraries in Dindigul District, Tamil Nadu, India

2018 ◽  
Vol 8 (3) ◽  
pp. 63-66
Author(s):  
S. Mathurajothi ◽  
S. Subramani ◽  
P. S. Venkateswaran
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Tamil Nadu ◽  
Review Of Literature ◽  
University Libraries ◽  
Quality Factors ◽  
Positive Correlation ◽  
The University ◽  
The Impact ◽  
The Relationship

The main objective of this study is to find out the service quality on student satisfaction towards the University libraries in Dindigul District. A review of literature was collected to find out the relationship among service quality and student satisfaction. A survey was conducted to collect the data from 308 students from the two Universities in Dindigul District. The result shows that except empathy, other service quality factors are positively related to student satisfaction. Tangibility and reliability shows the highest positive correlation with student satisfaction. Finding suggests that Librarian should focus on the service quality factors tested in this research to improve the student satisfaction.

Online-Oriented Service Quality

2010 ◽  
pp. 245-260 ◽  
Author(s):  
Samar I. Swaid ◽  
Rolf T. Wigand
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Model ◽  
Quality Models ◽  
Online Retailers ◽  
Physical Presence ◽  
The Impact

Equipped with advancements in technology, multichannel retailers design multichannel servicing systems to meet their customers’ needs. A notable practice by multichannel shoppers is the online-oriented shopping, where shoppers search, purchase and pay online, while they go offline for products pickup/returns. Once multichannel retailers understand how shoppers evaluate service quality in the setting of online-oriented shopping, better servicing systems can be designed. This chapter is dedicated to understand how service quality is evaluated in online-oriented shopping. Because customer satisfaction is paramount, a service quality model incorporates customer satisfaction as an outcome. As this study is the first of its types focusing on service quality in the setting of “buy online, pickup in-store”, traditional retailers can consider our findings as guidelines of advancing into the online world. As such, pure online retailers can benefit from our findings in understanding the impact of establishing a physical presence on service quality models and customer satisfaction.

scholarly journals Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius

2019 ◽  
Vol 14 (1) ◽  
pp. 259-270 ◽  
Author(s):  
Lomendra Vencataya ◽  
Sharmila Pudaruth ◽  
Roubina TD Juwaheer ◽  
Ganess Dirpal ◽  
Nabeelah Meh Zabeen Sumodhee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Quality Factors ◽  
International Banks ◽  
Banking Institutions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

AbstractIn today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

scholarly journals Impact Of The Internet On Internal Service Quality Factors: The Travel Industry Case

2011 ◽  
Vol 19 (1) ◽  
Author(s):  
Shohreh A. Kaynama ◽  
Christine I. Black ◽  
Garland Keesling
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Business Processes ◽  
The Internet ◽  
Quality Factors ◽  
Quality Model ◽  
Internal Service Quality ◽  
Managerial Implications ◽  
The Impact

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>The growth of multichannel and pure-play companies attests to the changes that technology has brought to business processes. These changes have an effect on the quality of service delivery and customer satisfaction. In this qualitative study, the Service Quality Model was applied to gain insight into the internal service quality factors of two types of travel agencies. In addition, the impact of the Internet on quality of service was explored. The findings have theoretical and managerial implications. </span></p></div></div></div>

scholarly journals PERAN KEPUASAN MEMEDIASI KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP WOM PADA LAYANAN GO-JEK DI DENPASAR

2019 ◽  
Vol 8 (4) ◽  
pp. 2466
Author(s):  
Made Ayu Somantari ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Word Of Mouth ◽  
Likert Scale ◽  
Price Perception ◽  
Transportation Service ◽  
Analysis Technique ◽  
The Impact

 This study is aimed to analyse the impact of service quality, price perception, to word of mouth (WOM) through customer satisfaction as intervening. The study was conducted at Denpasar, Bali with a population all customers of Go-Jek transportation service and the sample size of 100 respondens. The data were collected by distributing questionnaires and using a Likert scale to measure 15 indicators. The analysis technique used in this research is path analysis, accompanied by classical assumption tests and Sobel test. The result of this study indicates that service quality and price perception has a positive and significant effect to customer satisfaction, service quality and price perception has a positive and significant effect towards WOM, customer satisfaction has a positive and significant effect towards WOM and customer satisfaction positively and signifianly mediatesthe effect of service quality and price perception to WOM. The results also showed that satisfaction is able to mediate the effect of service quality and price perception towards the positive WOM. Keywords: service quality, price perception,customer  satisfaction, word of mouth

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