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.

Determinants of Repurchase Intention in C2C E-Commerce

2018 ◽  
Vol 31 (3) ◽  
pp. 54-76
Author(s):  
Muhammad Rifki Shihab ◽  
Dimas Maulana ◽  
Achmad Nizar Hidayanto
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Repurchase Intention

In order to create a thriving c2c e-commerce environment, it is imperative for c2c e-commerce companies as well as merchants within to fully understand the factors that persuade existing customers to make repeat purchases. This article distinguishes itself by differentiating the roles of platform providers and those of merchants in identifying the determinants that affect repurchase intention in c2c e-commerce. Data in this article was collected from the users of a respected c2c e-commerce company in Indonesia. A total of 347 sample was analyzed using Partial Least Square (PLS), a variance based Structural Equation Modeling (SEM) aided by SmartPLS 2.0 software. The results of this article showed that satisfaction with merchants and trust in platform providers were factors that directly affected repurchase intention. Meanwhile, perceived quality of merchants, perceived quality of platform providers, perceived value, and trust in merchants were factors that affected repurchase intention indirectly.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Miao Miao ◽  
Tariq Jalees ◽  
Syed Imran Zaman ◽  
Sherbaz Khan ◽  
Noor-ul-Ain Hanif ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Online Experience

PurposeThis research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.Design/methodology/approachBased on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.FindingsWe have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.Research limitations/implicationsThis research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.Originality/valueWe have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.

scholarly journals Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

2016 ◽  
Vol 2 (04) ◽  
Author(s):  
Pribanus Wantara
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Development ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists

scholarly journals Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation

PLoS ONE ◽  
2020 ◽  
Vol 15 (12) ◽  
pp. e0244609
Author(s):  
Bikram Biswas ◽  
Sajib Kumar Roy
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Citizen Participation ◽  
Moderating Effect ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Intention To Use ◽  
Is Success

This paper examines the service quality, satisfaction and intention to use Union Digital Center (UDC) in Bangladesh: The moderating effect of citizen participation. The study intends to measure the quality of service on the basis of satisfaction by adopting citizen participation as a moderator. Theoretically this study has used DeLone & McLean Information Systems (D&M IS) Success Model. The existing studies of Bangladesh are mostly qualitative and the correlation between the quality of service, satisfaction, and desire for using UDC has not verified. This research has adopted the D&M IS model while measuring and verifying the service quality based on satisfaction and use intention. A structured questionnaire method was used and data collected from 499 respondents from 10 UDC of 10 upazila under 8 divisions in Bangladesh. Partial Least Square (PLS), a statistical method that emerged on the basis of Structure Equation Modeling (SEM), technique has been used while analyzing the data. The result of this study has showed the quality (p<0.05) of information, system and service of UDC affects citizen satisfaction effectively where the moderator of citizen participation is also significant. This paper has constructed on the basis of a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions related to the quality of service should be modified, develop the administrative system and citizen should be encouraging to participate in all aspects of services.

Quarantine Hotels: Integration between Hospitality and Healthcare Services to Promote Health Behavior and Quality of Life

2021 ◽  
Vol 45 (6) ◽  
pp. 1059-1078
Author(s):  
Ahmed Abdulaziz Alshiha
Keyword(s):  
Quality Of Life ◽  
Saudi Arabia ◽  
Health Behavior ◽  
Service Quality ◽  
Medical Service ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Positive Effect

Objectives: COVID-19 has spread globally and infected millions of people, thereby restricting their movement. Quarantine hotels play an important role in protecting people from COVID-19 and contribute to a better quality of life. The objective of this study was to examine the role of quarantine hotels in providing improved quality of life through both medical and hospitality services under one roof to address the COVID-19 situation in Saudi Arabia. Methods: This study used a quantitative, cross-sectional research design. Data were collected from quarantine hotels in Saudi Arabia using a survey, and analyzed through Partial Least Square (PLS)-Structural Equation Modeling (SEM). Results: Medical service quality, financial savings and convenience had a positive effect on people's attitudes and intention to use quarantine hotels. Similarly, attitude, intention, and hospitality products had a positive effect on health behavior, which favorably affected quality of life. Conclusions: Medical service quality, financial savings, and convenience, as well as hospitality provided by quarantine hotels, have a positive role in promoting health behavior and quality of life.

Understanding patients’ behavioral intentions

2014 ◽  
Vol 28 (6) ◽  
pp. 795-810 ◽  
Author(s):  
Ehsan Zarei ◽  
Mohammad Arab ◽  
Seyed Mahmoud Ghazi Tabatabaei ◽  
Arash Rashidian ◽  
Abbas Rahimi forushani ◽  
...  
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Private Hospitals ◽  
Content Type ◽  
Interaction Quality ◽  
Environment Quality

Purpose – In the ever-increasing competitive market of private hospital industry, creating a strong relationship with the customers that shapes patients’ loyalty has been considered a key factor in obtaining market share. The purpose of this paper is to test a model of customer loyalty among patients of private hospitals in Iran. Design/methodology/approach – This cross-sectional study was carried out in Tehran, the capital of the Islamic Republic of Iran in 2010. The study samples composed of 969 patients who were consecutively selected from eight private hospitals. The survey instrument was designed based on a review of the related literature and included 36 items. Data analysis was performed using structural equation modeling. Findings – For the service quality construct, three dimensions extracted: Process, interaction, and environment. Both process and interaction quality had significant effects on perceived value. Perceived value along with the process and interaction quality were the most important antecedents of patient overall satisfaction. The direct effect of the process and interaction quality on behavioral intentions was insignificant. Perceived value and patient overall satisfaction were the direct antecedents of patient behavioral intentions and the mediators between service quality and behavioral intentions. Environment quality of service delivery had no significant effect on perceived value, overall satisfaction, and behavioral intentions. Originality/value – Contrary to previous similar studies, the role of service quality was investigated not in a general sense, but in the form of three types of qualities including quality of environment, quality of process, and quality of interaction.

An assessment of national healthcare service delivery: a Ghanaian illustration

2017 ◽  
Vol 34 (5) ◽  
pp. 649-666 ◽  
Author(s):  
Kwabena G. Boakye ◽  
Charles Blankson ◽  
Victor R. Prybutok ◽  
Hong Qin
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Healthcare Service ◽  
Healthcare Delivery ◽  
Perceived Value ◽  
Healthcare Management ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Content Type

Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery. Design/methodology/approach Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model. Findings Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management. Research limitations/implications This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study. Originality/value This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.

scholarly journals Effect of Service Quality and Perceived Value Satisfaction and Loyalty Religious Tourists Visit Island Madura, Indonesia

2017 ◽  
Vol 1 (01) ◽  
pp. 55
Author(s):  
Pribanus Wantara
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Tourism Development ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

<p>This paper wants to examine the relationship of service quality, perceived value, satisfaction and loyalty with religious tourists who visit the island of Madura in 2015. The structural equation modeling results support the hypothesis that service quality affects directly the satisfaction and loyalty, and satisfaction directly affects loyalty, but the results do not support the hypothesis that the perceived value directly affects the satisfaction and perceived value directly affects loyalty. Quality of service only has direct and indirect influence on loyalty through satisfaction. So the stage of tourism development in Madura, quality of service is very important in building loyalty and satisfaction tourists.</p><p><br />Keywords: Loyalty, Madura Island, Perceived Value, Satisfaction, Service Quality</p>

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