scholarly journals The influence of service quality on satisfaction and behavioral intentions of football spectators: a study in Pernambuco football

2020 ◽  
Vol 32 (1) ◽  
Author(s):  
Marcos Antonio Barros Filho ◽  
Carlos Augusto Mulatinho de Queiroz Pedroso ◽  
Yves de Holanda Batista de Miranda ◽  
José Pedro Sarmento ◽  
Victor Henrique Rodrigues Silva ◽  
...  
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Structural Model ◽  
Positive Influence ◽  
Equation Modeling ◽  
Professional Football ◽  
Quality Perception ◽  
Game Players

The aim of this study was to examine the influence of service quality perception on spectators’ satisfaction and behavioral intentions in the Pernambuco Professional Football Championship of 2017 - Brazil. Data were collected on match days, using an adapted questionnaire, consisting of four variables. The sample was composed of spectators at the competition, divided into two moments (1st. n = 386 / 2nd. n = 620). The data were analyzed through two-step structural equation modeling in AMOS 24. After the refinement of the model, the results of the structural model [χ² (314) = 762.849 (p <.001) χ² / df = 2.42; GFI = .92; CFI = .95; RMSEA = .05] indicated that the players' performance positively influenced both satisfaction (β = .76, p <.001) and behavioral intentions (β = .33, p <.001). In turn, the crowd experience had a positive influence only on the spectators’ behavioral intentions (β = .38, p <.001). It is concluded that provision of service quality, positively evaluated by the spectators, especially in relation to the aspects of the game/players, is a way for the club to satisfy them and generate positive behavioral intentions.

scholarly journals Pengaruh Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah Pada Bank BRI

2020 ◽  
Vol 4 (02) ◽  
pp. 26-38
Author(s):  
Erline Erline ◽  
Boby Saputra
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Branch Office

This study aims to determine whether service quality affects customer loyalty at BRI Bank Muara Teweh Branch. Does Customer Relationship Management affect customer loyalty at BRI Bank Muara Teweh Branch Office This research method uses the data analysis technique used, namely the analysis of Structural Equation Modeling from the IBM SPSS Statistics Amos version 20 program AMOS (Analysis of Moment Structures) analysis program Structural Equation Modeling (SEM) a covariance-based The results of this test show significant results with a CR value of 3.848> 1.96 and the p number is 0.000, this number is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between service quality on customer loyalty This test shows significant results with a CR value of 2.322> 1.96 and the p number is 0.006, this figure is far below 0.05 so that H0 is rejected and H1 is accepted, which means that there is an influence between customer relationship management on customer loyalty The results of the study concluded that service quality variables have a significant and positive influence on customer loyalty variables customer relationship management have a significant and positive influence on customer loyalty. For further researchers, it is suggested that the Muara Teweh branch of BRI bank improve the quality of their services to increase customer loyalty.  

scholarly journals ANTESEDEN BEHAVIORAL INTENTIONS PADA PENGGUNA JASA TRANSPORTASI BUS TARIF PREMIUM

2019 ◽  
Vol 12 (2) ◽  
pp. 207
Author(s):  
Yasintha Soelasih ◽  
Reinandus Aditya Gunawan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Public Transportation ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Personal Characteristics ◽  
Personal Characteristic ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Selection Of

<p><em>The purpose of this study is to examine service quality, location, and personal characteristic toward behavioral intentions of premium bus fare transportation. Therefore, this research emphasizes consumer behavior in the use of public transportation, especially premium ones. This study uses 217 data, which </em><em>are</em><em>done by validity and reliability tests, and the </em><em>hyphotheses are analyzed by using</em><em>structural equation modeling (SEM). The results showed that service quality and location have an influence on behavioral intentions, while personal characteristics do not have an influence on behavioral intentions. The implication of this research is to pay attention to premium bus transportation providers in the selection of locations.</em></p>

scholarly journals Can Commercialization Reduce Tourists’ Experience Quality? Evidence From Xijiang Miao Village in Guizhou, China

2017 ◽  
Vol 43 (1) ◽  
pp. 120-140 ◽  
Author(s):  
Xiaolong Sun ◽  
Bishu Lin ◽  
Yonghong Chen ◽  
Shuyin Tseng ◽  
Jie Gao
Keyword(s):  
Structural Equation Modeling ◽  
Ethnic Minority ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Modeling ◽  
Special Topic ◽  
Research Model ◽  
The Relationship ◽  
Quality Evidence

The phenomenon of tourism commercialization in the context of China has transcended the research scope for Western commodification and has become a special topic for destination research, particularly in ethnic minority villages in China. Limited research has as yet drawn attention to the relationship between commercialization and experience quality. The main purpose of this research is to analyze the effect of tourism commercialization on tourists’ experience quality. Specifically, the study examines the interrelationships between five main constructs: tourism commercialization, perceived value, experience quality, satisfaction, and behavioral intentions. Using a sample drawn from the Xijiang Miao Village in China, a structural equation modeling approach is applied in the research model investigating 10 hypotheses. The results show that tourism commercialization has a positive influence on tourists’ experience quality and an indirect effect on others constructs, the implications are discussed with reference to the future development of tourism in the ethnic minority villages.

Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

2021 ◽  
pp. 036119812110119
Author(s):  
George Christian Linhares Bezerra ◽  
Eliézer Mello de Souza ◽  
Anderson Ribeiro Correia
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Customer Segmentation ◽  
Equation Modeling ◽  
Customer Expectations ◽  
Sample Data ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Understanding customer expectations is key in any service context, including indentifying the differences between customer segments. Nonetheless, they remain underresearched topics in the airport industry, with limited empirical evidence on the nature of passenger expectations and how they relate to the service experienced. Therefore, the objectives of this research were twofold: first, to estimate a structural model of the relationships between customer expectations and airport service quality dimensions; second, to examine the differences between groups of passengers. Sample data from a survey administered to passengers at one of Brazil’s largest airports, in São Paulo, were used for structural equation modeling analyses. The results provided models with a good fit to the data. The findings for nonfrequent passengers showed that the effects of expectations on airport service quality were significant for all the service quality dimensions examined, whereas frequent passengers only revealed a significant relationship between expectation and the “processes” dimension. Theoretical and practical contributions to airport planning and management are discussed in light of the findings.

scholarly journals THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER TRUST THROUGH VARIABLES INTERVENING CUSTOMER SATISFACTION USING STRUCTURAL EQUATION MODELING METHOD IN PT.XYZ

2021 ◽  
Vol 9 (2) ◽  
pp. 177-187
Author(s):  
Santika Sari ◽  
Adella Nurha Almaidani ◽  
Nurfajriah - ◽  
Akhmad Nidhomuz Zaman
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Sector ◽  
Positive Influence ◽  
Equation Modeling ◽  
Good Effect ◽  
Modeling Methods ◽  
Customer Trust

In companies engaged in the service sector, of course it cannot be separated from consumers, the need for food and customer satisfaction. Customer satisfaction at PT. PT. XYZis also the orientation of the company. However, in this newly established company, there are no orders that satisfy customers, so they can assess what factors cause customer satisfaction and what factors or things can be related to Customer Satisfaction. The things that have an influence on service quality are customer trust and reliability of service quality. Using structural equation modeling methods can make it easier to see the value or influence between variables. From this result, it can help evaluation if the three variables have a positive or good effect. Then the company needs to make a strategy to increase customer satisfaction. The results of this study found that the involvement of service quality has a positive and significant effect on customer satisfaction because the higher the involvement of service quality obtained, the higher the level of customer satisfaction in the company. In addition, it is also concluded that service quality and customer satisfaction are correlated so that it has a positive influence on customer trust.

scholarly journals Pengaruh Kualitas layanan Terhadap Kepuasan Mahasiswa dengan Moderasi Budaya Organisasi dan Reputasi

2021 ◽  
Vol 10 (2) ◽  
pp. 121-130
Author(s):  
Nilda Tri Putri ◽  
Budi Satria ◽  
Elita Amrina ◽  
Alfadhlani Alfadhlani
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Student Satisfaction ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Structural Model ◽  
Organization Culture ◽  
Moderating Effect ◽  
Equation Modeling ◽  
The Relationship

The purpose of this paper is to study the effects of service quality, organization culture and reputation on student satisfaction. This study uses 397 data collected from undergraduate students of Andalas University. The data is analyzed using structural equation modeling with SmartPLS 3.0, because of its ability to evaluate the measurement as well as the structural model. The results of this study show that service quality, organization culture and reputation significantly affect the student satisfaction. It is also found that service quality has the highest effect on student satisfaction, which means that increasing Andalas University service quality would significantly improve the satisfaction of its students. The results of this study also show that the organization culture nor reputation do not have moderating effect on the relationship between service quality and student satisfaction. This finding implies that organization culture nor reputation would not strengthen nor weaken the relationship between service quality and student satisfaction. Based on the findings, this study proposes several recommendations for University of Andalas to improve the satisfaction of its students.

Active and Reactive Value Dimensions: A Dynamic-Based Perspective in the Hotel Sector

2021 ◽  
pp. 109634802098831
Author(s):  
Martina G. Gallarza ◽  
Raquel Sánchez-Fernández ◽  
Francisco Arteaga-Moreno ◽  
Giacomo Del Chiappa
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Dynamic Nature ◽  
Consumer Value ◽  
Hotel Sector ◽  
Customer Satisfaction And Loyalty ◽  
Quality Status

Despite the wide acknowledgment of consumer value as a dynamic concept in marketing and tourism literature, few studies have addressed its dynamicity. This article provides an approach to the dynamic nature of value in a hotel experience by proposing a conceptual framework that seeks to explain the influence of value types on customer satisfaction and loyalty as being concatenated rather than simultaneous effects, as more usually described. The concatenation of effects is based on the distinction between active versus reactive values and is tested in a structural model consisting of eight types of value (Efficiency, Service Quality, Status, Esteem, Entertainment, Aesthetics, Ethics, and Escapism). The experiences of 585 hotel guests were analyzed with SEM-PLS (structural equation modeling–partial least squares). Although a direct effect persists between Service Quality and Satisfaction, and Efficiency does not directly affect Loyalty, the chain of Reactive Values–Active Values–Satisfaction–Loyalty is empirically validated shedding light on research in value co-creation processes.

scholarly journals Determinants of Customer Service Quality on Hotel Guest Satisfaction in the Samosir Tourism Area with a Structural Equation Modeling Approach

2021 ◽  
Vol 4 (1) ◽  
pp. 189-203
Author(s):  
Yossie Rossanty ◽  
Muhammad Dharma Tuah Putra Nasution ◽  
Irawan Irawan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Test Tool ◽  
Quality Aspects ◽  
Guest Satisfaction ◽  
Structural Equation Modeling Model

The purpose of this study is to test the determinants of service quality aspects of Reliability, Responsiveness, Assurance, Empathy and Tangibles on the satisfaction of hotel tourists in the Samosir area. This research test tool using the Structural Equation Modeling model. The results prove that the structural model Reliability to Costomer Satisfaction is significant, meaning that reliability has a significant effect on Costomer Satisfaction. Responsivenes structural model to Costomer Satisfaction is significant, meaning that responsiveness has a significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no significant effect on Costomer Satisfaction. Structural model assurance for Costomer Satisfaction is significant, meaning that assurance has a significant effect on Costomer Satisfaction. The structural model of empathy for Costomer Satisfaction is significant, meaning that empathy has a significant effect on Costomer Satisfaction. Tangibless structural model to Costomer Satisfaction is insignificant, meaning that tangibless has no significant effect on Costomer Satisfaction.

scholarly journals PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

2020 ◽  
Vol 4 (2) ◽  
pp. 156-170
Author(s):  
Ratna Kartika Zulya ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

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

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