scholarly journals Marketing Channels and Underwriting Service Quality of Life Insurance

2016 ◽  
Vol 1 (No. 1 Oct 2016) ◽  
pp. 9-24
Author(s):  
Chen Tsai-Jyh
Keyword(s):  
Service Quality ◽  
Empirical Result ◽  
Life Insurance ◽  
Positive Impact ◽  
Marketing Channels ◽  
Competitive Advantages ◽  
Competitive Strategies ◽  
Cost Efficient

This paper investigates the relationship between marketing channels and underwriting service quality with focus on two major channels: salesperson and bancassurance. Based on the data of life insurance in Taiwan, the empirical analysis shows that the traditional salesperson channel has competitive advantages in underwriting service quality. This result supports the coexistence of salesperson and bancassurance because previous literature indicated bancassurance more cost-efficient than a salesperson. The empirical result shows that insurers with more dependence on salesperson channel present lower complaint ratio and higher contract persistency due to better service quality. The empirical result also indicates that service quality has a significantly positive impact on insurer’s reputation. This finding implies that the insurers with more dependence on bancassurance should take additional competitive strategies to maintain the long-term customer relation.

scholarly journals Analisis atribut kualitas jasa layanan terhadap kepuasan anggota pada KPRI "KOPPENDA" Kabupaten Sleman

2021 ◽  
Vol 2 (2) ◽  
pp. 62-72
Author(s):  
Fajar Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantages ◽  
Consumer Loyalty ◽  
Excellent Quality ◽  
Excellent Service ◽  
Member Satisfaction

Service quality can be relied upon as one of the competitive advantages in increasingly fierce business competition. Excellent service quality is proven to be able to create consumer loyalty, because excellent quality is often synonymous with customer satisfaction; and in the end, through customer satisfaction the company will gain long-term profits.The purpose of this research is to find out: (1) How is the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten; (2) What is the most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten.Based on the results of the study, it can be concluded that: (1) The level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is low; (2) The most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is Reliability

scholarly journals Strategic management of Ukraine's competitive position in the world wheat market in the context of covid-19 and active marketing

2021 ◽  
Vol 7 (3) ◽  
pp. 303-314
Author(s):  
Nataliia Golomsha ◽  
Roman Voloshyn ◽  
Olha Holomsha ◽  
Andriy Sava ◽  
Nadiia Zaritska ◽  
...  
Keyword(s):  
Strategic Analysis ◽  
Competitive Advantages ◽  
Competitive Strategies ◽  
Market Segments ◽  
Competitive Position ◽  
Wheat Market ◽  
The World ◽  
Search For Objects

Based on the strategic analysis of Ukraine's competitive position in the world wheat market, a comprehensive assessment of this market was carried out in the context of COVID-19 and active marketing. The competitive strategies of the main participants are studied, the directions for strengthening the position of Ukraine are substantiated, strategic alternatives for the behavior of domestic subjects of the world wheat market are developed, the implementation of which will allow forming long-term stable competitive advantages. Proposals to strengthen Ukraine's competitive position in the world wheat market are substantiated, in particular: development of territorially new markets; increasing market share; formation of new market segments by improving the quality of grain and deepening its processing. These measures are recommended to be implemented within the aggressive marketing strategy of the leader, which involves the search for objects in the market for the acquisition and decentralization of management.

scholarly journals Research on the Influence of E-commerce service quality of fresh Agricultural products on customer satisfaction

2020 ◽  
Vol 189 ◽  
pp. 01022
Author(s):  
Xu xin ◽  
Chen jiaying
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Online Reviews ◽  
Service Level ◽  
Competitive Advantages ◽  
Web Crawler ◽  
Evaluation Indexes ◽  
Healthy Development

Analyzing the influence of service quality on customer satisfaction can help fresh e-commerce enterprises to better understand their own service level, formulate better service strategies and improve their competitive advantages, so as to promote the sustainable and healthy development of fresh e-commerce industry. In this paper, first of all, with the aid of web crawler, acquisition of jingdong mall fresh category contains fruit, vegetables, meat and seafood aquaculture 4 products on the number of online comments and evaluation star, and word frequency statistics and extract the data collected from online reviews of consumers to pay attention to the quality of service measures, after using qualitative analysis software - NVivo coding and grade, finally, the variable of descriptive statistics, correlation analysis and regression analysis. The results show that the tangibility, reliability, empathy and responsiveness of service quality have significant influence on customer satisfaction, and other evaluation indexes of guarantee quality have significant influence on customer satisfaction except delivery.

scholarly journals CONSULTING IN THE UKRAINIAN MARKET OF SERVICES AND ITS COMPETITIVE ADVANTAGES

2021 ◽  
Vol 7 (4) ◽  
pp. 72-84
Author(s):  
Natalia Yevtushenko ◽  
Tatiana Halimon
Keyword(s):  
Competitive Advantage ◽  
Graphical Representation ◽  
Quality Of Services ◽  
Expert Assessment ◽  
Target Market ◽  
Competitive Advantages ◽  
Competitive Strategies ◽  
Consulting Services ◽  
Practical Recommendations

The article summarizes the arguments and counterarguments about the peculiarities of formation of competitive advantages on the services market in Ukraine on the example of consulting. Assessment of the development of consulting services market in Ukraine was conducted for ten years (2010; 2011; 2012; 2013; 2013; 2014; 2015; 2016; 2017; 2018; 2019, 2020). Methodology. The use of methods of analysis, synthesis and graphical representation allowed for a theoretical study of the formation of competitive advantages. The use of methods of economic, heuristic and strategic analysis became the basis for estimating the market of consulting services in Ukraine and working out practical recommendations for its development. Results. The author's understanding of the concept of "competitive advantages of the company", the factors of their formation and described the relationship of competitive strategies with the process of their formation. Analysis of the market of consulting services in Ukraine revealed its immaturity, exacerbated by the economic crisis, as well as the institutional vulnerability of consulting. The reasons of unstable demand for consulting services are described. According to the results of the expert assessment the Top 15 Ukrainian consulting companies (2020) out of 102 were determined. The leadership matrix of these companies is built depending on their role in the target market, taking into account the typology of competitive strategies of F. Kotler. The analysis showed the transformation of consulting in Ukraine under the influence of the COVID-19 pandemic and the broad interest in digital and HR consulting. Practical recommendations for the development of the market of consulting services in Ukraine are presented. Practical implications. It is proposed to include the following factors in the formation of the competitive advantages of the consulting company: the quality of services, competence of consultants and productivity of the company. The main competitive advantage is the competence of consultants, the level of which affects the quality of services, the results of the company and its customers. To strengthen the competitive advantage it is recommended to use the standard of consulting services in the activities of Ukrainian companies. Value/originality. The results of the study can be useful for any consulting company wishing to improve its competitiveness and expand the market for its services.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals The Influence of Price, Quality of Service and Promotions on Customer Satisfaction at Bu Rajab Resto Pancing and Cottage

2021 ◽  
Author(s):  
Rabhi Fathan Muhammad ◽  
Tina Melinda
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Positive Impact ◽  
Collection Data

This study was conducted to analyze the influence of price (X1), service quality (X2) and promotions (X3) on customer satisfaction at Bu Rajab Resto Pancing and Cottage. The study used a quantitative approach and was conducted from March to June 2020. Purposive sampling was used. 120 people were included in the research and 97 people were selected as samples. Participants were customers of Bu Rajab Resto Pancing and Cottage who had visited at least 2 times. A questionnaire was used for data collection. Data analysis involved linear regression, hypothesis testing and classical assumption tests, using the SPSS program. Price and service quality had a significantly positive impact on customer satisfaction, but promotions did not. Keywords: price, service quality, promotion, customer satisfaction

scholarly journals Clinical Practice Recommendations for Improving Life Participation for People With Aphasia in Long-Term Care

2020 ◽  
Vol 5 (2) ◽  
pp. 384-396
Author(s):  
Jamie H. Azios ◽  
Jack S. Damico
Keyword(s):  
Social Relationships ◽  
Long Term Care ◽  
Positive Impact ◽  
Emotional Health ◽  
Therapeutic Process ◽  
Term Care ◽  
Clinical Tools ◽  
Practical Recommendations

Purpose The purpose of this clinical focus article is to present an overview of the Life Participation Approach to Aphasia as it relates to issues in long-term care (LTC) and provide practical recommendations for implementing the approach in this setting. The Framework for Living With Aphasia is used as a guide to (a) highlight specific challenges to life participation for residents with aphasia in LTC and (b) propose clinical tools that might help clinicians move through the therapeutic process when implementing the Life Participation Approach to Aphasia. Recommendations Clinicians in LTC facilities have the responsibility of delivering services that have a positive impact on communication, social relationships, emotional health, and quality of life. Clinical tools and approaches most appropriate for LTC settings are identified that help to address these goals. Approaches are discussed across several stages representing the therapeutic process, which is ultimately aimed at moving a resident toward recovery and increased independence. Case demonstrations are provided to illustrate approaches.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

CONCEPTUAL APPROACH TO THE FORMATION OF A COMPETITIVE STRATEGY OF A FOOD INDUSTRY ENTERPRISE

2021 ◽  
Author(s):  
В.В. ПРОХОРОВА ◽  
А.С. БАСЮК
Keyword(s):  
Competitive Strategy ◽  
Customer Value ◽  
Food Industry ◽  
Analytical Data ◽  
Industrial Complex ◽  
Competitive Advantages ◽  
Competitive Strategies ◽  
Conceptual Approach ◽  
Differentiation Strategy

На основе анализа тенденций развития агропромышленного комплекса России за последние годы и с учетом изменения роста доходов населения и структуры потребления основных продуктов питания предложены модели построения конкурентных стратегий для предприятий пищевой промышленности. Представлена классификация базовых конкурентных стратегий, описаны их особенности и преимущества в различных ситуациях на рынке. Предложен концептуальный подход к формированию конкурентных стратегий предприятия, основанный на анализе его возможного развития и ситуации в отрасли и предполагающий создание долгосрочных конкурентных преимуществ предприятия на основе его позиционирования на рынке. Рассмотрена стратегия дифференциации и ее особенности в сравнении с другими конкурентными стратегиями. Представлены возможности создания дополнительной покупательской ценности продукта. Предложен алгоритм разработки и реализации конкурентной стратегии предприятия, позволяющий систематизировать аналитические данные, минимизировать разрыв между планируемыми и фактическими экономическими показателями предприятия и способствующий своевременной корректировке избранной конкурентной стратегии. Based on the analysis of trends in the development of the Russian agro-industrial complex in recent years and taking into account changes in the growth of household income and the structure of consumption of basic food products, models for building competitive strategies for food industry enterprises are proposed. The classification of basic competitive strategies is presented; their features and advantages in various market situations are described. A conceptual approach to the formation of competitive strategies of the enterprise, based on the analysis of its possible development and the situation in the industry and involving the creation of long-term competitive advantages of the enterprise based on its positioning in the market, is proposed. The differentiation strategy and its features in comparison with other competitive strategies are considered. The possibilities of creating additional customer value of the product are presented. An algorithm for the development and implementation of the competitive strategy of the enterprise, which allows to systematize analytical data, minimize the gap between the planned and actual economic indicators of the enterprise and contributes to the timely adjustment of the chosen competitive strategy, is proposed.

Measuring the Service Quality of E-Commerce and Competitive Strategies

2016 ◽  
pp. 431-450
Author(s):  
Shu-Fong Chang ◽  
Jen-Chi Chang ◽  
Kuo-Hua Lin ◽  
Bin Yu ◽  
Yu-Cheng Lee ◽  
...  
Keyword(s):  
Growth Rate ◽  
Service Quality ◽  
Online Shopping ◽  
Market Competition ◽  
Competitive Strategies ◽  
Kano Model ◽  
Average Growth ◽  
Quality Scale ◽  
Quality Dimensions

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

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