scholarly journals Electronic Service Quality and Perceived Value in Mobile based Services

2020 ◽  
Author(s):  
Doddy Ridwandono ◽  
Tri Lathif Mardi Suryanto ◽  
Gita Islamiwaty Suherlan
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Electronic Service

scholarly journals Antecedents of private university students’ satisfaction: The effects of traditional and electronic service quality

2021 ◽  
Vol 14 (3) ◽  
pp. 154-166
Author(s):  
Leonnard
Keyword(s):  
Service Quality ◽  
Private Universities ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Retention Rates ◽  
Equation Modeling ◽  
Electronic Service ◽  
Students Satisfaction

High competition in the higher education sector, especially private universities, has brought a high attention to service quality that can increase students’ satisfaction and their retention rates. This study aimed to investigate the effect of traditional and electronic service quality of private universities in Jakarta on students’ satisfaction. A total of 151 students’ responses from three private universities in Jakarta were collected. A factor analysis with the Principal Component Analysis method with Varimax rotation, Partial Least Square-Structural Equation Modeling (SEM) and Importance Performance Map Analysis (IPMA) were performed. The results proved that perceived value of traditional service quality and perceived web value significantly affected student satisfaction. The three indicators of perceived quality provided by administrative staff (b=0.198), perceived quality of university infrastructure (β=0.333), and perceived quality of support services (β=0.362) significantly affected students’ satisfaction while in the context of electronic service quality, only accessibility (β=0.469) and attractiveness (β=0.123) had significant effects on students’ satisfaction. Furthermore, the two-dimensional IPMA matrix indicated the dominance of importance (score=0.621) and performance (score=66.438) of perceived value over the perceived web value.

Measuring electronic service quality in India using E-S-QUAL

2018 ◽  
Vol 35 (2) ◽  
pp. 430-445 ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Field Research ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Multivariate Techniques ◽  
Content Type ◽  
Four Dimensions ◽  
Electronic Service

Purpose The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage. Design/methodology/approach Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques. Findings The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website. Originality/value This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

scholarly journals PENGARUH E-SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER LOYALTY PENGGUNA GOFOOD INDONESIA YANG DIMEDIASI OLEH PERCEIVED VALUE DAN CUSTOMER SATISFACTION

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Dewi S.S Wuisan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Electronic Service ◽  
Quality Aspects

abstract: This study aims to examine the positive influence of electronic service quality and food quality on customer loyalty. In the current era of digitalization, the tendency of Indonesian people to make online purchases through e-commerce has increased sharply. There are problems in the aspects of GoFood's electronic service quality (e-service quality) and the importance of assessing food quality aspects through GoFood delivery, so this research is important to do for both constructs by paying attention to the indirect relationship (mediation) of the value perceived by customers GoFood (perceived value) and GoFood customer satisfaction to GoFood customer loyalty. The sampling technique in this study used a non-probability sampling technique, namely purposive sampling, in which the specific respondents were GoFood customers who were well-known in various cities in Indonesia. The sample in this study may be 458 respondents with data methods through electronic questionnaires. The data were processed using validity, reliability and statistical analysis. The results showed that the e-service quality variable had a positive and significant effect both directly and indirectly through the mediation of perceived value and customer satisfaction on GoFood customer loyalty, while the food quality variable had no direct influence but had an indirect effect through perceived value and satisfaction to customer loyalty GoFood customers. abstract:Penelitian ini bertujuan untuk menguji pengaruh positif e-service quality dan food quality terhadap customer loyalty. Pada era digitalisasi saat ini, kecenderungan masyarakat Indonesia untuk melakukan pembelian online melalui e-commerce meningkat tajam. Adanya permasalahan dalam aspek kualitas pelayanan elektronik (e-service quality) GoFood dan pentingnya mengkaji aspek kualitas makanan (food quality) melalui pengantaran GoFood maka, penelitian ini penting dilakukan untuk meneliti kedua konstruk tersebut dengan memperhatikan hubungan tidak langsung (mediasi) dari nilai yang dirasakan pelanggan GoFood (perceived value) dan (customer satisfaction) atau kepuasan pelanggan GoFood terhadap loyalitas pelanggan GoFood. Teknik pengambilan sampel pada penelitian ini menggunakan teknik non-probability sampling yaitu purposive sampling dimana responden terkhusus merupakan pelanggan GoFood yang tersebar di berbagai kota di Indonesia. Sampel dalam penelitian ini berjumlah 458 responden dengan metode pengumpulan data melalui kuisioner elektronik. Data diolah dengan menggunakan analisis validitas, reliabilitas, dan analisis statistik. Hasil penelitian menunjukkan bahwa variabel e-service quality memiliki pengaruh positif dan signifikan baik secara langsung maupun tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood sedangkan variabel food quality tidak memiliki pengaruh secara langsung namun memiliki pengaruh secara tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood e-service quality, food quality, perceived value, customer satisfaction, customer loyalty

Electronic service quality: a meta-analysis

2020 ◽  
Vol 38 (5) ◽  
pp. 619-635 ◽  
Author(s):  
Rafael Laitano Lionello ◽  
Luiz Antonio Slongo ◽  
Celso Augusto de Matos
Keyword(s):  
Service Quality ◽  
Meta Analysis ◽  
Perceived Value ◽  
Quality Attributes ◽  
Specific Model ◽  
Link Quality ◽  
Content Type ◽  
Electronic Service ◽  
Quantitative Integration ◽  
The Relationship

PurposeResearch studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the purpose of this study is to present a systematic review and a quantitative integration of the main findings regarding the attributes and effects of ESQ.Design/methodology/approachA meta-analysis was conducted of 134 studies regarding ESQ. Based on the extant literature, authors propose a conceptual model that review quality attributes, meta-analyze their effects on general quality, perceived value, satisfaction, trust and loyalty and test the moderation of three contextual variables (i.e. mobile vs nonmobile device, online shopping vs pure service; specific site vs Internet).FindingsDirect effects indicate that all proposed associations are significant, but with high variability, thus suggesting moderating effects. For instance, (1) type of device used by the customer, (2) type of service under analysis and (3) unit of analysis (i.e. site vs Internet) affect the relationship between quality attributes and satisfaction. This study also supported perceived value and satisfaction as relevant mediators in the link quality → loyalty.Originality/valueThis study analyses the general attributes of the ESQ construct, without the restriction of a specific model or type of service, and then tested the influence of the context. This study also shows that a substantial portion of the quality effect is transferred to loyalty through perceived value and customer satisfaction.

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

2020 ◽  
Vol 11 (1) ◽  
pp. 5-5
Author(s):  
Aprihatiningrum Hidayati ◽  
Agus W. Soehadi ◽  
Aji Hermawan ◽  
Hartoyo Hartoyo
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Purchase Intention ◽  
Perceived Value ◽  
Moderating Variables ◽  
Mediating Role ◽  
Prior Literature ◽  
Repeat Purchase ◽  
Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

Island tourism: Participation behavior of tourists

2020 ◽  
Vol 48 (5) ◽  
pp. 1-11
Author(s):  
Hsiao-Ming Chang ◽  
Ching-Hui Lin
Keyword(s):  
Service Quality ◽  
Information Sources ◽  
Perceived Value ◽  
Behavioral Model ◽  
Positive Influence ◽  
Marketing Strategies ◽  
Destination Image ◽  
Travel Information ◽  
Quality Perceptions ◽  
Intention To Revisit

There is a lack of empirical research on tourists' participation behavior in island tourism. Therefore, we developed a behavioral model of this type of participation, including the variables of travel information sources, destination image, service quality, satisfaction, and perceived value. We adopted convenience sampling to survey 430 tourists who had participated in marine recreational activities while visiting Jibei Island in Penghu, Taiwan. The results of partial least squares analysis show that travel information sources affected the island's image and the service quality perceptions of tourists; and the island's image, service quality, satisfaction, and perceived value had a positive influence on tourists' behavioral intention to revisit the island and recommend it as a travel destination to family and friends. Our findings provide a reference for island tourism operators to formulate marketing strategies.

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