Obtaining customer satisfaction by managing customer expectation, customer perceived quality and perceived value

There is a need in the community which is realized by volunteering the community to pay some costs to get the quality education offered, also supported by government regulations that encourage the existence of international schools in each region, as well as the influence of globalization. The existence of these international standard schools using Cambridge or International Baccalaureate curriculum has brought big changes in managing schools as an educational institution. Education management is a necessity for schools today to be able to manage schools that focus on customer desires and satisfaction, without overriding the main values in education. Therefore, Structural Equation Modelling (SEM) is employed to spot the arena of this study; Customer Expectation and Customer Perceived Quality mediated by Customer Perceived Value will affect customer satisfaction. The model is expected to provide the model for education institutions how to manage customer satisfaction in-line with delivering quality education.

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Nilai Yang Dipersepsikan Terhadap Kepuasan Pelanggan Serta Dampaknya pada Loyalitas Pelanggan Industri Jasa Perbankan di Kota Denpasar

Ekuitas Jurnal Pendidikan Ekonomi ◽

10.23887/ekuitas.v7i2.17669 ◽

2019 ◽

Vol 7 (2) ◽

Author(s):

Ni Luh Sayang Telagawathi

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Service Industry ◽

Perceived Value ◽

Development Program ◽

Perceived Quality ◽

Market Place ◽

Customer Expectation ◽

Customer Complaint

As the developing of the research made by Anderson, et al. (1996); primary purpose of the research reported here is to observe empirically several specific hypothesis influence of customer expectation, perceived quality, perceived value, customer satisfaction, customer complaint and customer loyalty in bank service. The result this study show that customer satisfaction directly affected by perceived quality and perceived value postpurchase. Perceived value itself is affected by perceived quality and customer expectation. Customer expectation not directly affected by customer satisfaction but customer expectation indirectly affected by perceived value. Research also found that consistency of customer satisfaction do not give any influence to customer complaint but customer satisfaction in banking service industry has a significant influence by customer loyalty. The results of the research is aimed to explain the existing of relationship between customer expectation, perceived quality, perceived value of customer satisfaction and relationship between customer satisfaction to customer loyalty. The concept implied on this research will help much in resolving problem and decision making based on to service marketing development program, and implement the best quality strategy as the key to service provider effort the position themselves more effectively in the market place. Respondent is 200 customers of Mandiri in Denpasar. Two-Step Approach to Structural Equation Model (SEM).

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Influencing Factors on Customer Satisfaction towards American Brands in the Food and Beverage Industry in Malaysia

ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL ◽

10.24191/abrij.v2i2.10028 ◽

2016 ◽

Vol 2 (2) ◽

pp. 69 ◽

Cited By ~ 1

Author(s):

Nur Atiqah Rochin Demong ◽

Abdul Kadir Othman ◽

Salmi Bawasa

Keyword(s):

Customer Satisfaction ◽

Influencing Factors ◽

Perceived Value ◽

Perceived Quality ◽

Kuala Lumpur ◽

Customer Expectation ◽

Beverage Industry ◽

Food And Beverage Industry ◽

Food And Beverage ◽

Convenience Sampling

Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfaction towards American brand in F&B industry in Malaysia. Convenience sampling method was used involving the respondents that consist of customers and shoppers within five mega malls in Kuala Lumpur to represent the total population of the study. The researcher used a multiple regression analysis to analyze 384 data from customers. The results indicate a positive and significant influence of all influencing factors (perceived quality, perceived value and Customer Expectation) on customer satisfaction. Customer expectation is seen to be the factor that was highly influential towards satisfaction, followed by perceived quality and perceived value. The implications of the study are discussed in the paper.

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Evaluating Customer Satisfaction Using the ACSI Model in a Themed Restaurant in Bangkok

Business Management and Strategy ◽

10.5296/bms.v11i1.16546 ◽

2020 ◽

Vol 11 (1) ◽

pp. 55

Author(s):

MuLong Mao ◽

Paul James

Keyword(s):

Environmental Factors ◽

Customer Satisfaction ◽

Perceived Value ◽

Perceived Quality ◽

Quality Service ◽

Systematic Random Sampling ◽

Customer Expectation ◽

Customer Feedback ◽

Service Factors ◽

Effective Service

This is a research paper that is focused on evaluating the effects of associated factors (Quality, Service and Environmental) that influence customer satisfaction at a small restaurant.This research uses a defined population of 500 restaurant members. The calculated sample size was 222 respondents chosen using systematic random sampling. Data analysis was conducted through SPSS, v23. Appropriate tests were applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value and customer satisfaction extracted from the ACSI index.The result shows that females are the target purchase group. Environmental factors respond mostly to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Quality and Service; and Environmental factors influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction but Customer expectation does not appear to positively affect customer satisfaction.The results indicate that customers focus on the actual experience achieved and overall feeling relating to the product and service experience - which together appears to support the ACSI theory. The assessment revealed that quality and service factors relating to Customer Expectation and Perceived Quality; Service/Environmental factors relating to Perceived Value need to be facilitated, as it can improve overall customer satisfaction for small restaurants. Moreover, it was realised that the demand for further examination related to the customer satisfaction is high and the need for developing more effective service delivery improvements centred on customer feedback.

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Assessing the Factors Influencing Customer Satisfaction at a Specialised Boutique Restaurant in Bangkok

Business and Economic Research ◽

10.5296/ber.v10i4.17924 ◽

2020 ◽

Vol 10 (4) ◽

pp. 50

Author(s):

Chun Zhang ◽

Paul James

Keyword(s):

Environmental Factors ◽

Customer Satisfaction ◽

Perceived Value ◽

Perceived Quality ◽

Quality Service ◽

Research Model ◽

Quality Factors ◽

Customer Expectation ◽

Factors Influencing ◽

Service Factors

This paper evaluates the effects of associated factors (Quality, Service, and Environmental) that influence customer satisfaction at a single, stand-alone boutique restaurant. It uses ACSI as a research model to study customer satisfaction.This research uses a defined population of 4800 restaurant visitors over, for 60 days representing a previous, specific, and focused marketing exercise. The calculated sample size was 369, where respondents were chosen using systematic random sampling.Data analysis is conducted using appropriate tests that are applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value, and customer satisfaction extracted from the ACSI index.The study result shows that females are the target purchase group. Environmental factors respond primarily to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Perceived Quality, Service factors that influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction， but Customer expectation does not positively affect customer satisfaction.The results further indicate that customers focus on the experience, the authentic experience achieved expectation, and overall feeling after product and service experience. The results support the ACSI theory. The assessment revealed that Quality and Service factors relating to Customer Expectation and Perceived Quality factors relating to Perceived Value need to facilitate, as it can improve overall customer satisfaction for small restaurants.

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Customer Satisfaction: A Structural Equation Modeling Analysis

Australian Journal of Business and Management Research ◽

10.52283/nswrca.ajbmr.20130303a01 ◽

2013 ◽

Vol 03 (03) ◽

pp. 01-10

Author(s):

Pardis mohajerani

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Structural Equation ◽

Hotel Industry ◽

Negative Relationship ◽

Perceived Value ◽

Perceived Quality ◽

Equation Modeling ◽

Complaining Behavior ◽

Strong Positive Relationship

The aim of this paper is to investigate the determinants and consequences of customer satisfaction in hotel industry in Iran. A Confirmatory Factor Analysis (CFA) and Structural Equation Modeling have been utilized with information provided by a survey conducted in Iran (Kish Island).Results indicate that perceived value has a significant impact on customer satisfaction in hotel industry. Moreover, there is an strong positive relationship between image and perceived quality, image and perceived value, and also perceived quality and Perceived value. Based on the Results, no direct relationship has been detected between perceived quality and customer satisfaction, and also between customer expectation and customer satisfaction in hotel industry. In addition, Results showed that increased customer satisfaction will lead to an increase in customer loyalty. However, there is no strong negative relationship between customer satisfaction and complaining behavior. Findings provide more evidence on important determinants and results of customer satisfaction. Moreover this study is among the first studies conducted in hotel industry in Iran-Kish Island.

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Influence of Consumer-Based Brand Equity on Brand Loyalty Through Customer Satisfaction

Indonesian Journal of Business Analytics ◽

10.54259/ijba.v1i2.67 ◽

2021 ◽

Vol 1 (2) ◽

pp. 141-160

Author(s):

Sudjudi Widia Kurnianingsih ◽

Sri Vandayuli Riorini

Keyword(s):

Customer Satisfaction ◽

Brand Equity ◽

Brand Loyalty ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Equation Model ◽

Sem Analysis ◽

Brand Identification ◽

Positive Effect

The purpose of this study is to analyze the effect of Consumer-based brand equity on Brand loyalty through Customer satisfaction. This study used purposive sampling data collection techniques. This study was analyzed using the Structural Equation Model (SEM) analysis method. The results of this study indicate (1) The Influence Dimensions of Consumer-Based Brand Equity on Customer Satisfaction, where (1a) Perceived quality has no positive effect on Customer satisfaction; (1b) the Perceived value of cost has a positive effect on Customer satisfaction; (1c) Brand identification has no positive effect on Customer satisfaction; (1d) Trust has a positive effect on Customer satisfaction; (1e) Lifestyle congruence has a positive effect on Customer satisfaction. (2) Customer satisfaction has a positive effect on Brand loyalty. (3) The Influence Dimensions of Consumer-Based Brand Equity on Brand loyalty through Customer Satisfaction, where (3a) Customer satisfaction mediates the influence of Perceived quality on Brand loyalty in full; (3b) Customer satisfaction mediates the influence of Perceived value of cost on Brand loyalty in partial; (3c) Customer satisfaction mediates the influence of Brand identification on Brand loyalty in partial; (3d) Customer satisfaction mediates the influence of Trust on Brand loyalty in full; (3e) Customer satisfaction mediates the influence of Perceived quality on Brand loyalty in partial. The advice for further researchers can conduct research on various types of other food and baverage businesses, such as restaurant, bakeries, and cafes.

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Surveying the music playback experience of museum audiences based on perceived quality and perceived value

The Electronic Library ◽

10.1108/el-03-2019-0061 ◽

2019 ◽

Vol 37 (5) ◽

pp. 878-892 ◽

Cited By ~ 1

Author(s):

Xuan Chen

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Equation Model ◽

Basic Theory ◽

Content Type ◽

Different Types

Purpose The improvement of museum service quality and efficiency is a hot issue in recent years. This paper aims to explore the influencing factors of museum audience satisfaction with music playing experience and provide empirical support for the improvement of museum service quality. Design/methodology/approach In this study, first, the basic theory of customer satisfaction and the basic theory of structural equation model are introduced. Different types of music have different effects on audience experience. At the same time, for different types of museums, different exhibition halls in the same museum and different types of exhibitions, the use of music should be tailored to local conditions. Then, a questionnaire survey is conducted to investigate the satisfaction of the audience of Hunan Museum with their music playing experience, and the survey data are collected and sorted out. Structural equation model (SEM) is used to study the customer satisfaction of Museum audiences' music playing experience, so as to find out the factors that have the greatest impact on the satisfaction and put forward corresponding improvement suggestions. Findings The results show that perceived value and perceived quality have the greatest impact on customer satisfaction. Research limitations/implications Museum audience satisfaction model involves many variables and has complex relationships. Therefore, there are still many shortcomings in this study. Practical implications Therefore, this study has important practical significance for museums to serve the society, improve the level of exhibition and realize their own value. By improving the exhibition environment and paying attention to the complaints of the audience, the satisfaction of the audience can be improved. Originality/value The structural equation model is applied to the study of museum customer satisfaction.

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THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

International Journal of Tourism & Hospitality Reviews ◽

10.18510/ijthr.2020.713 ◽

2020 ◽

Vol 7 (1) ◽

pp. 20-29

Author(s):

Hilarius Bambang Winarko ◽

Asmaul Husna

Keyword(s):

Consumer Behavior ◽

Customer Satisfaction ◽

Service Quality ◽

Brand Loyalty ◽

Statistical Tests ◽

Perceived Value ◽

Corporate Image ◽

Factors Affecting ◽

Customer Expectation ◽

Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

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Perceived Quality of an Intermediary and Its Relations with Image and Perceived Value

Global Intermediation and Logistics Service Providers - Advances in Logistics, Operations, and Management Science ◽

10.4018/978-1-5225-2133-4.ch015 ◽

2017 ◽

pp. 286-316

Author(s):

Vikrant Janawade

Keyword(s):

Decision Making ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Purchase Decision ◽

Airline Alliances ◽

Perception Of Quality ◽

Dramatic Shift ◽

Airline Alliance

Whilst globalisation has offered a fertile ground for businesses to offer several services from all sides of the compass, it appears that this landscape has attracted new avenues for service provisions and transactions. All these aspects have resulted in dramatic shift in consumers' purchase decision making process. This research presents some insights of customers' perception of quality offered by intermediaries working in networked environments. The principal hypotheses are that, after experiencing services delivered by an intermediary, customers synthesise their perceptions, in terms of the quality perceived. Furthermore, this assessment will determine its image and the perceived value. A quantitative survey was conducted in an airline alliance context, to verify if the hypotheses are acceptable. A structural equation modelling tested using the PLS-SEM method demonstrates the influence of alliance wide perceived quality on airline alliances' image and perceived value.

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