scholarly journals Service Quality and Satisfaction in the Context of Varying Levels of Restaurant Image and Customer Orientation during the COVID-19 Pandemic

2021 ◽  
Vol 13 (17) ◽  
pp. 9694
Author(s):  
Huifeng Pan ◽  
Hong-Youl Ha
Keyword(s):  
Service Quality ◽  
Customer Orientation ◽  
Negative Impact ◽  
Relative Importance ◽  
Main Effect ◽  
Process And Outcome ◽  
Improve Service Quality ◽  
The Relationship ◽  
Positive Effect ◽  
Moderation Process

Extant hospitality literature has tended to view the dimensions of service quality as primarily complementary or differential in nature. However, studies of the similarities and differences between the two types of service quality have been limited. This study investigates how restaurant image and customer orientation affect the relative importance of both process and outcome service quality in customer satisfaction, focusing on restaurants during the COVID-19 pandemic. Using a moderated moderation process and macro-based approach (M = 3), our findings show that process service quality impacts restaurant satisfaction; however, they also reveal that outcome service quality has a stronger main effect on restaurant satisfaction than process service quality. In particular, the findings show that the negative impact of the relationship between process (or outcome) service quality and restaurant image on restaurant satisfaction is insignificant when customer orientation is low. On the other hand, the same relationship has an even stronger positive effect on restaurant satisfaction when customer orientation is high. These findings have implications for restaurants’ efforts to develop and improve service quality, and bolster customer orientation, helping them identify more effective strategic approaches during and after the COVID-19 pandemic.

scholarly journals Making the Customer Orientation of Salespeople Unsustainable—The Moderating Effect of Emotional Exhaustion

2019 ◽  
Vol 11 (3) ◽  
pp. 735 ◽  
Author(s):  
Lifang Shu ◽  
Haiying Wei ◽  
Leiqing Peng
Keyword(s):  
Emotional Exhaustion ◽  
Customer Orientation ◽  
Moderating Effect ◽  
Conservation Of Resources ◽  
Adaptive Selling ◽  
Sustainable Operation ◽  
Main Effect ◽  
Adaptive Selling Behavior ◽  
The Relationship ◽  
Positive Effect

Customer orientation of salespeople usually leads to a sustainable positive effect on job performance, yet previous research has usually focused on the benefits of functional customer orientation, and less is known about its relational customer orientation’s outcomes. Based on conservation of resources theory, this research focuses on both types of customer orientation, functional and relational customer orientation, and investigates the moderating effect of emotional exhaustion on the relationship between customer orientation and adaptive selling behavior. We collected 282 valid questionnaires from frontline salespeople in China. Results showed that functional/relational customer orientation was positively correlated with salespeople’s adaptive selling behavior. Salespeople’s emotional exhaustion moderates the main effect: when emotional exhaustion is high, the relationship between functional/relational customer orientation and adaptive selling behavior is substantially weakened. This study contributes to a further understanding of the sustainable operation environment for customer orientation, and provides practical implications regarding the attainment of sustainable outcomes of customer orientation.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals How do Poverty and Income Inequality affect Economic Growth in Developing Countries?

2021 ◽  
Vol 4 (2) ◽  
pp. 547-558
Author(s):  
Hamza Saleem ◽  
Fatima Farooq ◽  
Muhammad Aurmaghan
Keyword(s):  
Economic Growth ◽  
Developing Countries ◽  
Panel Data ◽  
Income Inequality ◽  
Negative Impact ◽  
Positive Impact ◽  
Development Indicators ◽  
The Relationship ◽  
Positive Effect ◽  
World Development

The major objective of this research is to examine the relationship between poverty, income inequality and economic growth from some selected developing countries. This study uses panel data for the period of 2002-2015. All the data is taken from world development indicators (WDI). To find out the results, we have used Hausman test an econometrics technique for panel data in this research. The results of the study indicate that poverty and income inequality have a negative impact on economic growth on the other hand Gross capital formation, labor force, total population and government consumption and expenditure have a positive impact on economic growth. The result tells us that changes in these variables have a significant and positive effect on the dependent variable. To achieve the goal of economic growth developing countries should reduce poverty and take meaningful steps to overcome the problem of inequality in the society which can be very helpful in achieving the goal of economic growth.

scholarly journals Who can enjoy the unavoidable emotional labor

2014 ◽  
Vol 27 (4) ◽  
pp. 719-742
Author(s):  
SeungGeun Baeck ◽  
KangHyun Shin ◽  
JongHyun Lee ◽  
ChangGoo Heo
Keyword(s):  
Work Engagement ◽  
Emotional Labor ◽  
Negative Emotion ◽  
Job Burnout ◽  
Self Monitoring ◽  
Main Effect ◽  
Relationship Of ◽  
Main Effects ◽  
The Relationship ◽  
Positive Effect

The purpose of this study was to examine the positive effect of self-monitoring among emotional display rules (fostering positive emotion(FPE) & suppressing negative emotion(SNE)) and consequential work attitude (job burnout & work engagement). A sample of 191 hotel employees were participated in this study and data were analyzed by SPSS. The results are as follows. First, the main effect of FPE on work engagement was supported, but the main effect of SNE on job burnout was not. Second, the main effects of self-monitoring on engagement and burnout were supported. Third, the moderation effects of self-monitoring which buffer the relationship of SNE on burnout and which facilitate the relationship FPE on engagement were significant. Finally, the implications and limitations were discussed.

scholarly journals Relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java

2021 ◽  
Vol 2 (3) ◽  
pp. 117-124
Author(s):  
Ony Thoyib Hadiwijaya ◽  
Amiartuti Kusumaningtyas ◽  
Abdul Halik
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Standard Equipment ◽  
Unit Of Analysis ◽  
Fitness Center ◽  
Customer Delight ◽  
The Individual ◽  
Improve Service Quality ◽  
The Relationship

This article aims to analyze the relationship between Service Quality and Customer Delight and Customer Loyalty at the Fitness Center Business in East Java. This research method This research is an explanatory research. The unit of analysis in this study is the individual. The respondents of this research are members of the Fitness Center in East Java. The population in this study were all fitness members in the East Java region who during 2019-2020 years extended their membership at least twice and were in East Java, especially the Kartosusilo Gate area which includes the cities of Gresik, Bangkalan, Mojokerto, Surabaya, Sidoarjo and Lamongan. The number of sufficient samples is 365 respondents. The results show that Service Quality has no significant effect on customer delight. This is because with standard equipment and services, members feel happy. Likewise, the characteristics of the majority of fitness center members are individuals who feel quite happy with the situation and conditions provided by the manager, thereby indicating that the Service Quality at the current Fitness Center business in East Java has not been able to encourage an increase in customer delight. The results of this study also show that Service Quality has a significant effect on Customer Loyality, thus Service Quality at the current Fitness Center business in East Java can encourage the increase in Customer Loyality. Given the large role of service quality on customer loyalty, it is recommended that companies always maintain and improve service quality at the Fitness Center business in East Java.

Users’ Satisfaction and Continuous to Use M-health Through Service Quality. The Moderate Effect of Monetary Cost (Preprint)

2021 ◽  
Author(s):  
Samer Al-Shami
Keyword(s):  
Service Quality ◽  
Mediating Effect ◽  
Intention To Use ◽  
Quality Model ◽  
Monetary Cost ◽  
Health Service Quality ◽  
Continuous Use ◽  
The Relationship ◽  
Positive Effect

BACKGROUND Recently, diabetes is a major issue of great concern to many health institutions worldwide. Yet, the application of m-health for diabetes yet to receive adequate attention, especially in developing countries. The Imperial College London Diabetes Centre, 2019 reported that over more than one million persons in the UAE are suffering from diabetes, placing the country at the 15th worldwide for age-adjusted relative pervasiveness. Motivated by the need to curb the increasing trend of diabetics among the people of UAE and realizing the potential of m-health, this paper examines the quality of service system on the continuous intention to use m-health among diabetes users’ in the UAE. This study is one of the few studies that contribute to the theoretical enrichment of information system (IS) success factors that examine the effective factors of quality system service on the satisfaction and continuous intention to use m-health among the diabetes patients in the UAE. Therefore, this paper extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region. OBJECTIVE The aim of this study to identify and examine the relationship between service system quality factors and diabetes satisfaction and continuous intention to use health. This study also aims to measure the moderating effect of monetary cost on the relationship between users' satisfaction and continuous intention to use. METHODS A cross-sectional survey was conducted involving 292 respondents have been conducted. Through a survey analyzed by SmartPls, we find that service quality systems driven by the quality of interaction, system, and information have a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. RESULTS Through a survey analyzed by SmartPls, we find that a service quality system driven by the quality of interaction, system, and information has a positive effect on the continuous use mhealth through the mediating effect of users’ satisfaction. We also find that monetary cost moderates the relationship between users’ satisfaction and continue to use mhealth. CONCLUSIONS This study extends the service quality research in the IS domain by suggesting m-health service quality model derived from the combination of the explanatory effect of objective and subjective factors, contextualized within the unique socio-economic background of the Arab region.

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Enhancing the lodging experience through ethical leadership

2019 ◽  
Vol 31 (2) ◽  
pp. 669-690 ◽  
Author(s):  
Christina Klearchou Dimitriou ◽  
Charles H. Schwepker
Keyword(s):  
Service Quality ◽  
Ethical Leadership ◽  
Customer Orientation ◽  
Lodging Industry ◽  
Ethical Values ◽  
Customer Contact ◽  
Content Type ◽  
Service Sabotage ◽  
Person Organization Fit ◽  
The Relationship

PurposeGrounded in ethical decision-making theory, this paper aims to develop and empirically tests a model that examines the relationships between ethical leadership, customer orientation, ethical values person-organization fit, commitment to service quality and service sabotage among customer-contact service employees in the lodging industry.Design/methodology/approachData were electronically collected from a national survey of 316 hotel/motel customer-contact employees.FindingsResults revealed that perceived ethical leadership behavior is positively related to customer orientation, ethical values person-organization fit and commitment to service quality. Customer orientation is positively related to commitment to service quality and mediates the relationship between ethical leadership and service sabotage. Ethical values person-organization fit mediates the relationship between ethical leadership and service sabotage.Research limitations/implicationsThe study is cross-sectional, limited to customer-contact employees in lodging settings and examines merely the employee perspective.Practical implicationsLodging leaders can benefit significantly in many areas by practicing ethical leadership. For example, service sabotage behaviors can be reduced indirectly by aligning the customer-contact employees’ ethical values with those of the organization, as well as when this employee is customer-oriented. An ethical leadership style also can positively influence customer-contact employees’ customer orientation and increase their commitment to service quality. Lodging properties must hire and cultivate managers and supervisors with ethical values.Originality/valueThis research helps to better understand leadership behaviors useful for improving the ethical conduct and performance of customer-contact employees in the lodging industry, while simultaneously improving their commitment to service quality and guest-oriented behavior.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP TINGKAT KEPUASAN MAHASISWA (STUDI KASUS DI UNIVERSITAS AZZAHRA JAKARTA)

2018 ◽  
Vol 13 (2) ◽  
pp. 187-209
Author(s):  
Asep Candra Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Customer Value ◽  
Strong Relationship ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
R Value ◽  
The Relationship ◽  
Positive Effect

This study aimed to analyze how much influence service quality, customer value on the level of customer satisfaction. The sampling method used is Proportionate Random Sampling. The sample in this study followed the formula Slovin, or as many as 100 students of  Azzahra University, Jakarta.Data that has met the test of validity and reliability further processed to produce a regression equation Y = 0.484+ 0021 0686 X1 + X2, where Y is the variable rate Student Satisfaction, X1 is a variable Quality of Service and Customer Value X2 is variable.Hypothesis testing using t test showed that each of the independent variables studied was shown to significantly affect partially dependent variable Student Satisfaction.Quality of service partially positive effect on customer satisfaction shown by the r value of 0.663, which means a strong relationship between them. While the value of the coefficient of determination (R2) amounted to 0,439, which means that service quality may explain the variable of student satisfaction of 43.9%, while the remaining 56.1% is explained by other variables.Customer value partially positive effect on customer satisfaction shown by the r value of 0.832 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) amounted to 0,692, which means that service quality may explain the variable of student satisfaction at 69.2%, while the remaining 30.8% is explained by other variables.Then through the F test can be known simultaneously that both variables of service quality and customer value has a significant impact on customer satisfaction shown by the r value of 0.835 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) is equal to 0.697, which means that service quality may explain the variable of student satisfaction at 69.7%, while the remaining 30.3% is explained by other variables.

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