The Relationship Among the Ballet Instructors’ Personal Service Quality, Service Value, Satisfaction and Future Behavior Intention

An increasing number of new Chinese clothing store brands are selling and offering similar products and services and consequently clothing store brand providers must compete to survive in this industry. They need to focus on customers’ special needs and preferences to maintain and retain a long-term relationship. The objective of this study is thus to examine the relationship between service quality and customer retention for clothing store brands in China, and the mediated effect of service value in the relationship between service quality and customer retention for clothing store brands in China. A quantitative research for data collection was implemented. As many as 385 questionnaires were collected by the professor, PhD students, MSc students and BSc students of different nationalities in China. The data was analysed using SmartPLS and SPSS software. Customer perception of the quality of a service product in all sizes has a beneficial effect on customer retention. Service value affects customer retention positively. Practical implications for the target market of the clothing sector should be focused on young individuals aged 36 to 45 years, holding a Master’s degree and earn more than €1,000/month. Findings indicated significant and direct relationships between service quality, service value and customer retention. It was also found that service value has a full mediated effect. This study will be of interest to the clothing store brands in understanding how service quality is essential for maintaining a long-term relationship with customers.

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THE LINK BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND BEHAVIORAL INTENTION: SATISFACTION AS AN INTERVENING VARIABLE

International Journal of Modern Trends in Social Sciences ◽

10.35631/ijmtss.280012 ◽

2019 ◽

pp. 119-131

Author(s):

Yunita Engriani ◽

Meirisa Permatasari ◽

Abror Abror ◽

Dina Patrisia

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Behavioral Intention ◽

Structural Equation ◽

Corporate Image ◽

Partial Least Square ◽

Least Square ◽

Behavior Intention ◽

The Relationship ◽

Significant Direct Effect

This study aims to analyze the relationship between service quality, corporate image, customer satisfaction and behavioral intention of Garuda Indonesia Airways’ customers. This research also investigates the roles of customer satisfaction as a mediating variable. The population of this study is all customers of Garuda Indonesia Airways. This study employs 150 customers as respondents. The data collection has been conducted by using a convenience sampling method. This research analyzes the data by using the Structural Equation Modelling (SEM) with Partial Least Square (PLS). After some preliminary tests, this study found that service quality has a positive and significant impact on corporate image and customer satisfaction. Service quality has no significant direct impact on behavioral intention. The corporate image has significantly and positively related to behavioral intention. Customer satisfaction is a significant and positive antecedent of behavior intention. Even though there is no significant direct effect of service quality on behavioral intention, surprisingly, it has a significant indirect impact on behavioral intention through customer satisfaction as an intervening variable. Furthermore, some limitations and further research have been addressed.

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E-service quality: a study of online shoppers in India

American Journal of Business ◽

10.1108/ajb-05-2013-0030 ◽

2014 ◽

Vol 29 (2) ◽

pp. 178-188 ◽

Cited By ~ 16

Author(s):

Suresh Kandulapati ◽

Raja Shekhar Bellamkonda

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Online Survey ◽

Service Providers ◽

Equation Modeling ◽

Content Type ◽

Service Value ◽

Online Shoppers ◽

Online Shops ◽

The Relationship

Purpose – The purpose of this paper is to measure the service quality of online shops using E-S-QUAL and validating the tool in an Indian context. Also, the study examines the mediating role of service value on the relationship between service quality and customer satisfaction in the context of online services. Design/methodology/approach – An online survey is conducted by administering a structured questionnaire to online shoppers in India. The dimensions of E-S-QUAL (Parasuraman et al., 2005) are adopted without revision to measure electronic service quality (e-SQ) of online shops. Structural equation modeling, reliability tests, analysis of variance (one-way), correlation and regression analysis are performed through SPSS and AMOS. Findings – The study reveals that E-S-QUAL as developed by Parasuraman et al. (2005) is valid for measuring e-SQ in the context of Indian online shopping. The study proves that there is a significant impact of perceived e-SQ on perceived service value. Further, perceived service value mediates the relationship between e-SQ and customer satisfaction. Originality/value – The study helps the online service providers/e-commerce industry to understand e-shoppers’ perception and e-SQ in India. Also, it can contribute to formulating the best e-marketing strategies by which to tap into the e-shopping market in India.

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