scholarly journals Increase the influence of the travel video bloggers by using Youtube to sell trips indirectly through relationship marketing and service quality online

2021 ◽  
Vol 21 (1) ◽  
pp. 75-87
Author(s):  
José Ramón Sarmiento Guede ◽  
◽  
Javier De Esteban Curiel ◽  
Arta Antonovica ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Field Research ◽  
Theoretical Framework ◽  
Content Creation ◽  
Information And Communication ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Relationship

Purpose: The main aim of this article is to verify by applied field research the relationship between the e-service quality provided by the travel youtubers and the e-relationship quality with the users, formed by trust, satisfaction and commitment. Design/methodology/approach: For the theoretical framework and the creation of the hypothesis there was used a literature review that is focused on travel youtubers, relationship marketing and service quality online. For confirmation of the hypothesis there was applied a quantitative survey technique to 1245 sample units. Findings: Dimensions of information and communication, that are part of the quality of the service, are the ones that affect the most in the development of the quality of the relation. As a consequence, travel youtubers have to develop a strategy that includes all kinds of actions of content creation in order to grow their notoriety while not selling any sort of product or service. Hence, the quality of the relation must be defined as a multi-dimensional construct with a superior order formed by trust, satisfaction and commitment as main dimensions that may be influenced (antecedent) or may be admitted of other dimensions (consequents), having them put through clients and users. Therefore, travel youtubers must create among their followers a positive attitude towards themselves. Attitude is formed by cognitive elements (trust), affective elements (satisfaction) and conative elements (commitment). Originality/value: This research paper offers theoretical framework confirmed by a field study for measuring quality relationship online by users and travel youtubers and identifies which are the dimensions that form the user’s attitude. These attitudes will be transformed into behaviors such as the repetition of purchase and the development of positive word-of-mouth communication.

scholarly journals Influence of Sharia Service Quality, Islamic Values, and Destination Image toward Loyalty Visitors’ on Great Mosque of Demak

2019 ◽  
Vol 3 (2) ◽  
pp. 117
Author(s):  
Abdurrohman Kasdi ◽  
Saifudin Saifudin
Keyword(s):  
Service Quality ◽  
Field Research ◽  
Secondary Data ◽  
Sampling Technique ◽  
Destination Image ◽  
Survey Method ◽  
Visitor Satisfaction ◽  
The Relationship ◽  
Islamic Values

The purpose of this study is to examine the influence of sharia service quality, Islamic values ​​and destination image toward loyalty with visitors’ satisfaction as an intervening variable, a study on the great mosque of Demak tourism. This is a field research using quantitative approach. The data used are primary and secondary data taken with survey method. There are three independent variables, namely: (X1) the quality of sharia service, (X2) Islamic values, and (X3) the destination image. The dependent variable (Y1)/loyalty and intervening variable (Y2) are visitor satisfaction. The population of this study is all visitors or pilgrims of the great mosque of Demak in 2018. The sampling technique used is purposive sampling with 167 respondents. The results of this study indicate that: (1) the sharia service quality does not affect the loyalty, (2) the Islamic values ​​have a direct positive and significant effect on the loyalty, (3) destination image has a direct positive and significant effect on loyalty, (4) the sharia service quality has no effect on the visitors’ satisfaction, (5) the Islamic values ​​have no effect on the visitors’ satisfaction (6) the destination image has a direct positive and significant effect on the visitors’ satisfaction, (7) the visitors’ satisfaction has a direct positive and significant effect on the loyalty, (8) the visitors’ satisfaction does not mediate the relationship between the sharia service quality and loyalty (9) the visitors’ satisfaction does not mediate the relationship between the Islamic values ​​and loyalty, and (10) the visitors’ satisfaction mediates part of the relationship between destination image and loyalty.

scholarly journals Relationship between Marketing, Service Quality and Satisfaction on Customer Loyalty Of Bank Syariah Mandiri Banyuwangi

2019 ◽  
Vol 2 (2) ◽  
pp. 91-100
Author(s):  
Dwi Ratnasari ◽  
Sasongko
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Research Findings ◽  
Marketing Service ◽  
The Relationship

The purpose of this study is to examine the effect of the relationship between marketing, service quality, and satisfaction on customer loyalty of Bank Syariah Mandiri in Banyuwangi district. The samples consist of 150 customers of Bank Sharia Mandiri Banyuwangi. Samples were chosen by accidental sampling. Data were analyzed using multiple regression. The research findings reveal that relationship marketing, quality of service, and customer satisfaction have positive and significant effect on customer loyalty.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

scholarly journals Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

2015 ◽  
Vol 18 (2) ◽  
pp. 67-75
Author(s):  
Nhan Huu Huynh ◽  
Dung Anh To
Keyword(s):  
Factor Analysis ◽  
Statistical Analysis ◽  
Service Quality ◽  
External Environment ◽  
Technical Quality ◽  
Quality Model ◽  
Factors Affecting ◽  
Functional Quality ◽  
The Relationship

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

scholarly journals Persepsi Nasabah Tentang Mutu Pelayanan Dan Produk Bankaltimtara Syariah Cabang Samarinda

AL-TIJARY ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 53-60
Author(s):  
Irma Yuliani
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Field Research ◽  
Quality Of Services ◽  
Customer Needs ◽  
Customer Perceptions ◽  
Qualitative Descriptive ◽  
Positive Results

This study aims to determine customer perceptions of service quality and products of Kaltimtara Sharia Bank Samarinda Branch. This type of research is field research. The nature of this study is qualitative descriptive by using interviews and questionnaires as data collection techniques. The population in this study are all priority customers of Samarinda Bank Kaltimtara Syariah Branch, amounting to 300 customers, using purposive techniques. sampling, the research sample was 75 respondents and interviews with related parties. The results showed that customer perceptions of service quality and products at Bankaltimtara Syariah Samarinda branch were measured using the CARTER dimension (Compliance, Assurance, Reliability, Tangibles, Emphaty, and Responsiveness). Whereas for products measured through 6 dimensions which include Performance, Features, Realiability, Durability, Conformance to specifications and aesthethic shows positive results which are very good but the things that need to be considered are regarding the need for additional park land specialized and financial consultations to meet priority customer needs. This is in line with the results of interviews with relevant parties that indicate the quality or quality of services and products that are sharia standard and in accordance with the vision and mission of Bankaltimtara Syariah.

scholarly journals Impact of Information and Communication Technology on Service Quality of Banking Sector: A Comparative Study of Private and Public Sector Banks in Gwalior and Chambal Region

2017 ◽  
Vol 7 (1) ◽  
pp. 20
Author(s):  
Anil Vashisht
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Public Sector Banks ◽  
Effective Implementation ◽  
Private And Public ◽  
Information And Communication ◽  
The Impact ◽  
Adoption Pattern

<div><p><em>This paper studies the impact of IT in the service quality of banking sector. The purpose of the intended research involves determining bank adoption pattern of electronic media, factors constituting drivers and inhibitors for bank adoption, dimensionality of e-banking services quality as affected by IT, and customer adoption of such services. The study has also highlighted the determinants of service quality are directly influenced by IT and to explore what are the enabling and retarding factors for effective implementation and upsurge of IT system in banks.</em></p></div>

scholarly journals Digital Trust Gap

2020 ◽  
Vol 8 (2) ◽  
pp. 94-109
Author(s):  
Gwangjae Kim ◽  
Jee Young Lee
Keyword(s):  
Information And Communication Technology ◽  
Communication Technology ◽  
National Policy ◽  
Secondary Data ◽  
Internet Usage ◽  
Strongly Correlated ◽  
Content Creation ◽  
Information And Communication ◽  
Types Of Information ◽  
The Relationship

This study examines the relationship between an information and communication technology (ICT) environment developed by strong national policy and the level of user trust in cyberspace in South Korea, using a secondary data analysis of a national survey dataset. We categorised a subsample into the following types of online activities: ‘content creation’, ‘transaction’ and ‘communication’. Each category was analysed by the types of information and the users’ experience while using the internet. The results revealed that the more internet experience a user had, the less they trusted information in cyberspace. In contrast, less experienced users perceived information in cyberspace to be more trustworthy. This was especially evident during transaction and content creation activities. These results differ from existing studies, which showed that developments to the ICT environment with increased internet usage were strongly correlated with increased trust. We present some suggestions drawn from the results of this study that focus on online trust in relation to the ICT environment.  

Sign in / Sign up

Export Citation Format

Share Document