scholarly journals Reconceptualizing the Hierarchical Service Quality Model: The Case of Agritourism Events

2020 ◽  
Vol 24 (2) ◽  
pp. 389-407
Author(s):  
Liang Rebecca Tang ◽  
Jessica Hurst ◽  
Linda Niehm ◽  
Ann Marie Fiore ◽  
Amy Dorie ◽  
...  
Keyword(s):  
Rural Communities ◽  
Service Quality ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Outcome Quality ◽  
Experience Economy ◽  
Quality Model ◽  
Revisit Intentions

To enhance the success of agritourism events and festivals, identified as important contributors to economic development in rural communities, this study investigated factors leading to revisit intentions toward these tourism activities. Taking an experience economy approach, the 4Es (educational, entertainment, escapist, and esthetic experiences) were used as alternative measures of outcome quality as part of a 4E-based reconceptualized hierarchical service quality model (HSQM). Data were collected from 529 respondents at three agritourism events in the state of Iowa. Structural equation modeling (SEM) revealed that overall service quality was comprised of all three dimensions of HSQM (interaction quality, physical environment quality, and outcome quality as indicated by the 4Es) and overall service quality was shown to be an antecedent of visitor satisfaction, which consequently led to revisit intention. Additionally, SEM results demonstrated the suitability of the hypothesized 4E-based HSQM model to explain the variance in overall service quality at agritourism events. Thus, this study provides an innovative theoretical foundation for future research investigating service quality, and suggests strategies that marketers can use to effectively enhance experiential offerings for visitors at agritourism events.

Investigating the Motives of Customers' Continuance Intentions towards Online Reservation

2016 ◽  
pp. 1509-1533
Author(s):  
Samar Mouakket
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Modeling ◽  
Future Research ◽  
Quality Model ◽  
Utilitarian Value ◽  
Quality Dimensions ◽  
Online Reservation

Despite the growth in online reservation in recent years, research surrounding customer continuance intentions regarding this service remains insufficient. This research attempts to fill this gap by integrating the e-service quality model with the expectation–confirmation model (ECM) to measure continuance intentions regarding online reservation. Data was collected from a survey of users who have prior online reservation experience at two universities in the United Arab Emirates. Statistical analysis was performed to test the relationships among the different research variables using structural equation modeling (SEM). The results show that all the e-service quality dimensions proposed in this study significantly affect utilitarian value, with the exception of e-service quality related to responsiveness. Furthermore, utilitarian values positively influence hedonic values and both utilitarian and hedonic values have a positive influence on satisfaction. Finally both subjective norms and satisfaction are significantly associated with continuance intentions regarding online reservation. Implications of the study and directions for future research are provided.

Investigating the Motives of Customers' Continuance Intentions towards Online Reservation

2014 ◽  
Vol 26 (2) ◽  
pp. 18-40 ◽  
Author(s):  
Samar Mouakket
Keyword(s):  
Service Quality ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Modeling ◽  
Future Research ◽  
Quality Model ◽  
Utilitarian Value ◽  
Quality Dimensions ◽  
Online Reservation

Despite the growth in online reservation in recent years, research surrounding customer continuance intentions regarding this service remains insufficient. This research attempts to fill this gap by integrating the e-service quality model with the expectation–confirmation model (ECM) to measure continuance intentions regarding online reservation. Data was collected from a survey of users who have prior online reservation experience at two universities in the United Arab Emirates. Statistical analysis was performed to test the relationships among the different research variables using structural equation modeling (SEM). The results show that all the e-service quality dimensions proposed in this study significantly affect utilitarian value, with the exception of e-service quality related to responsiveness. Furthermore, utilitarian values positively influence hedonic values and both utilitarian and hedonic values have a positive influence on satisfaction. Finally both subjective norms and satisfaction are significantly associated with continuance intentions regarding online reservation. Implications of the study and directions for future research are provided.

scholarly journals The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

2020 ◽  
Author(s):  
Mirza Mohammad Didarul Alam
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Generation Y ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Physical Aspect ◽  
Gen Y ◽  
Retail Service ◽  
Retail Service Quality

Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.    

Assessing international students' satisfaction of a Jordanian university using the service quality model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Rasha Qawasmeh
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Strong Relationship ◽  
Equation Modeling ◽  
Quality Model ◽  
Content Type ◽  
Five Dimensions ◽  
Practical Implications

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

Determinants of Customer Loyalty Dimensions

2021 ◽  
Vol 19 (1) ◽  
pp. 1-23
Author(s):  
Doddahulugappa Goutam ◽  
Gopalakrishna B. V. ◽  
Shirshendu Ganguli
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Survey Method ◽  
Substantial Impact ◽  
Factors Influencing ◽  
Positive Effect ◽  
Email Survey

This study aims to explore the factors influencing attitudinal, affective, as well as cognitive loyalties. Theoretical framework was developed by integrating the e-service quality, e-satisfaction, e-loyalty (the three dimensions), e-commitment, and e-trust. Nine hundred thirty-seven valid replies were collected from internet shoppers through using email survey method. Exploratory factor analysis as well as Structural equation modeling was accomplished to examine the anticipated model by using SPSS-V23 and AMOS-V23. Results confirm that e-service quality has an influence on satisfaction, trust, and commitment. The authors have considered e-satisfaction, e-trust, and e-commitment as mediating variables between e-service quality and e-loyalty dimensions and tested for it as well. E-satisfaction has a substantial impact on e-trust and trust acts as a mediator between satisfaction and attitudinal, affective, and cognitive loyalty. Further, e-trust has an influence on commitment and commitment acts as a mediator between trust and attitudinal, affective, and cognitive loyalty. Moreover, commitment has a positive effect on attitudinal and cognitive loyalty but does not have any impact on affective loyalty.

Role of market orientation in sustainable performance

Humanomics ◽  
2016 ◽  
Vol 32 (3) ◽  
pp. 352-375 ◽  
Author(s):  
Soheil Kazemian ◽  
Rashidah Abdul Rahman ◽  
Zuraidah Mohd Sanusi ◽  
Abideen A. Adewale
Keyword(s):  
Market Orientation ◽  
Structural Equation ◽  
Customer Orientation ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Competitor Orientation

Purpose Without prejudice to the efficacy of other poverty alleviation mechanisms, micro-financing arguably enjoys relative prominence. However, notwithstanding the remarkable loan repayment rate that the microfinance firms report, they still face the challenge of sustainability. The paper aims to provide insights into how three dimensions of market orientation, namely, customer orientation, competitor orientation and inter-function coordination, affect the two aspects of the sustainability of microfinance institutions (MFIs; management and financial). Design/methodology/approach To achieve this goal, this study focuses on Amanah Ikhtiar Malaysia (AIM), a leading microfinance provider which is also the largest MFI in South East Asia. Data elicited via a survey questionnaire administered on 190 management staff of AIM across Malaysia are subjected to statistical analysis via the partial least square-structural equation modeling using SmartPLS 2.0. Findings The results provide empirical evidences that indicate that management sustainability is significantly influenced by customer orientation and inter-function coordination. However, only customer orientation affects the financial sustainability of AIM. Nevertheless, competitor orientation has non-significant effects on both aspects of sustainability of AIM. Research limitations/implications The result of the paper contributes to the literature in understanding the long-term sustainable financial and social performance-based market orientation. Originality/value Findings are useful for policy makers, management of MFIs, practitioners and academics to enhance microfinance system. Managerial implications, limitation of the study and suggestions for future research are also included.

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

2005 ◽  
Vol 22 (3) ◽  
pp. 353-368 ◽  
Author(s):  
Mark Peterson ◽  
Gary Gregory ◽  
James M. Munch
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repair Service ◽  
Content Type ◽  
The Usa ◽  
Mission Critical ◽  
Model Equivalence ◽  
Practical Implications

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities

2015 ◽  
Vol 57 (3) ◽  
pp. 343-359 ◽  
Author(s):  
Ali Bassam Mahmoud ◽  
Bayan Khalifa
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Support Staff ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Higher Education System

Purpose – The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities’ students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach – A cross-sectional survey was conducted targeting students at Syrian universities. Using a pilot sample of 40 students, the authors developed their hypotheses. Thereafter, based on a sample of 259 students, the hypotheses were tested using structural equation modeling and one-sample t-test. Findings – The findings revealed that SERVPERF in the Syrian universities’ context was a three-factor instrument consisting of the three dimensions: faculty-individualized attention, support staff helpfulness, and support staff empathy. Moreover, the findings showed that students at Syrian universities hold negative perceptions toward all of the three service quality dimensions provided by their universities. Practical implications – Given the imperative need for universities to monitor and improve the quality of their services, this study can help Syrian universities’ administrations understand the perceptions of their students toward services offered, which can help them formulate effective marketing strategies. Originality/value – This paper came to be one of the first studies that attempted to assess the perceived quality of services offered through the Syrian higher education system. Additionally, this study pioneered through drawing a factorial picture for SERVPERF at the Syrian Arab context.

Effects of Social Capital in Multiple Contexts on the Psychosocial Adjustment of Chinese Migrant Children

2016 ◽  
Vol 49 (2) ◽  
pp. 150-179 ◽  
Author(s):  
Qiaobing Wu
Keyword(s):  
Social Capital ◽  
Psychosocial Adjustment ◽  
Latent Variables ◽  
Structural Equation ◽  
Social Contexts ◽  
Migrant Children ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Study Results

Drawing upon a sample of 772 migrant children and their parents in Shanghai, China, this study used an ecological framework to investigate how social capital embedded in a range of social contexts (i.e., family, school, peer, and community) influenced the psychosocial adjustment of Chinese migrant children. Using structural equation modeling with latent variables, the study results suggested that higher levels of family, school, and peer social capital were all associated with better psychosocial adjustment of migrant children, with school social capital showing the strongest effect. In addition, these three dimensions of social capital also mediated the effect of community social capital on children’s psychosocial adjustment. Implications of these findings for theory, practice, and future research were discussed.

Influence of ambidextrous governance mechanisms and risk management on repurchase intention in social commerce

2019 ◽  
Vol 29 (6) ◽  
pp. 1301-1323
Author(s):  
Jao Hong Cheng ◽  
Li Wei Lin ◽  
Liang Chien Lee
Keyword(s):  
Risk Management ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Research Model ◽  
Repurchase Intention ◽  
Social Commerce ◽  
Governance Mechanisms ◽  
Content Type

Purpose The purpose of this paper is to examine the factors influencing ambidextrous governance and risk management on repurchase intention in social commerce. Design/methodology/approach A novel research model comprises nine research hypotheses with six constructs, including three dimensions of social capital (structural, relational and cognitive), contracts, relational risk and repurchase intention. The hypotheses are tested on data collected from 395 usable responses in Taiwan, using structural equation modeling. Findings The findings of this study indicate that online merchants should reinforce their collaborative behavior and activities to improve ambidextrous governance mechanisms, and thus enhance repurchase intention. Research limitations/implications The resultant findings only reflect the setting of Taiwan’s social commerce marketplace. With the research model developed, future research on cross-country studies of various forms of social networking sites would be worth conducting to determine regional differences in the development of social commerce activities. Originality/value Ambidextrous governance mechanisms have been gaining attention in buyer–supplier relationships. Extending ambidexterity research to the social commerce domain, the authors focus on ambidextrous governance that can include social and contractual governance elements.

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