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Naruetharadhol, Phaninee, Chavis Ketkaew, Niracha Hongkanchanapong, et al. "Factors Affecting Sustainable Intention to Use Mobile Banking Services." SAGE Open 11, no. 3 (2021): 215824402110299. http://dx.doi.org/10.1177/21582440211029925.
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This study aims to (a) identify perception factors that affect current mobile banking (M-banking) consumers’ continuous use of the technology, (b) explain the self-service technology (STT) dimensions that affect customers’ behavioral intention, and (c) be able to offer recommendations to the banking industry or other organizations related to M-banking in terms of developing M-banking services in the future. Analyzed data were collected from 688 existing Thai M-banking users through online questionnaires. This study used the SPSS and AMOS statistical programs to analyze the data by applying structural equation modeling based on SSTs’ service qualities and the technology acceptance model (TAM). From the results, this analysis shows positive and significant relationships among SSTs’ service qualities, perception, and sustainable intention to use M-banking services. This study provides vital knowledge related to essential characteristics of M-banking as an STT that could assist banking institutions and application providers in enhancing their M-banking products. Moreover, this study adds to the knowledge area of SSTs’ service qualities in financial mobile application dimensions.
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Bahari, Andi Faisal, Jafar Basalamah, Muhammad Ashoer, and Muh Haerdiansyah Syahnur. "Internet Business: How Perception of Benefits, Risks, and Ease in Decision Making." Jurnal Manajemen Bisnis 12, no. 2 (2021): Layouting. http://dx.doi.org/10.18196/mb.v12i2.9545.
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Research aims: The reason for this examination is to decide the temporary, semi-dominant, and dominant effects of the three independent factors, in particular the perception of benefits, risks, and ease on the dependent variable, specifically decision making in e-commerce.Design/Methodology/Approach: The methodology used was a purposeful examination method, in which the testing focuses on particular qualities or characteristics considered to be communicated to the population or have certain qualities according to the issues raised. The total sample was 60 participants from the announcement through Joseph F. Hair’s theory, whereby the number of tests used in non-like evaluations varied from 15 to many times that of the exogenous factors.Research findings: The study findings have consequences in two principal aspects, both management consequences for online products/service suppliers, which provide an empirical picture of the need to constantly balance the ease and benefit factors of online market and package unit requirements of the same urgency.Theoretical contribution/Originality: This research was carried out to explore and examine customer decision-making in using the internet about their perception of benefits, risks, and ease of using it.Research limitation: This research has advantages for the online marketplace to know how customers perceive their product or services.
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Parimala, M., and S. Snigtha. "Patients Satisfaction towards Aravind Eye Care Hospital in Madurai City." Shanlax International Journal of Arts, Science and Humanities 9, no. 1 (2021): 147–53. http://dx.doi.org/10.34293/sijash.v9i1.4039.
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Customers may decide to select the service or product based on the quality which has been considered as a strategic benefit for any business to gain and sustain in the market for a longer time. Products quality can be measured but the services qualities are not tangible to measure, it is depends upon the perceptions and exceptions of the customers. Perceptions and expectations of patients are considered to be the major indicator to assess the service quality of healthcare organization, because it is also highly competitive. In today’s dynamic business environment from the firm’s point of view it is about to build and sustain a strong relationship with their customers by understanding the ingredients of customer satisfaction and Hospitals sectors also need to do this. Hospitals are also classified on the basis of services provided. The various types of hospitals like Dental Hospitals, Eye Care Hospitals, Fertility Care Hospitals, Cancer Hospitals, Children Hospitals, Maternity Hospitals, Orthopedic Hospitals etc., among the various hospitals, eye care hospitals play a vital role. They provide treatments for various eye related problems. One of the big eye care hospital in Madurai is Aravind Eye Care Hospitals. The present generations are using technology in various forms to complete their task, which may lead to face some eye problems like Low Vision, Eye Irritation, Eye strain and many more. Need of Eye Care Hospital plays important role to overcome such problems. The present study focused on the patients’ satisfaction and perception towards Aravind Eye Care Hospital.
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Morawczyński, Rafał. "Venture Capitalists’ Investment Criteria in Poland: Entrepreneurial Opportunities, Entrepreneurs, and Founding Teams." Administrative Sciences 10, no. 4 (2020): 77. http://dx.doi.org/10.3390/admsci10040077.
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The aim of this article is to explore the decision-making policies by Polish Venture Capital (VC) firms, with special focus on the perception of entrepreneurs. This paper presents the results of a conjoint analysis and assessment of the importance of select characteristics among entrepreneurs and the qualities of a team of founders comprising managers of VC firms. The data were collected via face-to-face interviews with 26 Venture Capitalists. In the conjoint experiment, six attributes were presented, among which three represented characteristics of the entrepreneur (his/her passion and experience) and the management team (experience and completeness) alongside three characteristics of the opportunity (readiness of the product/service, growth rate of the market, and innovativeness of the whole project). VC managers ranked the importance of eight characteristics of the entrepreneurs related to their decisions and assessed the functional composition of the team of founders. The results of the experiment show that venture capitalists (VCs) most strongly appreciate the readiness of the product and entrepreneur’s passion. However, their preferences varied across the sample. The results of the ranking also show that the VC managers highly value the honesty of the entrepreneur. VCs typically prefer a team of founders, rather than a single-person project, preferably consisting of persons at least familiar with the technology and the market. This study contributes significantly to the state-of-the-art, as research on VC investment policy (investment criteria) is relatively rare in Central and Eastern Europe, where the VC industry is starting to flourish.
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Abdur Rehman, Mohsin, Ismah Osman, Khurram Aziz, Hannah Koh, and Muhammad Awais. "Get connected with your Takaful representatives." Journal of Islamic Marketing 11, no. 5 (2019): 1175–200. http://dx.doi.org/10.1108/jima-06-2019-0122.
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Purpose Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further evaluated, along with these respective interactions. Design/methodology/approach A self-administered survey was conducted from 350 Malaysian customers of Takaful products and services. The purposive sampling was used to collect data from the existing customers of Takaful service operators in the Klang Valley, an area in Malaysia. The questionnaire was constructed through measures of PAKSERV for service quality, as well as other measures related to relationship marketing and other constructs in this study. Structured equation modeling was used in the analysis of data. Findings The current study is the first one of its kind to examine perceptions of customers of relationship marketing and service quality as predictors of corporate image, which drives corporate reputation and ultimate customer loyalty from the perspective of the Takaful industry in Malaysia. Service quality dimensions (tangibility, reliability and personalization) and relationship marketing dimensions (Islamic ethical behavior and structural bond) positively influence corporate image of the Takaful organizations. Moreover, customer loyalty can be predicted, mainly through corporate reputation as well as corporate image. Research limitations/implications The present study is focused on the existing Malaysian Takaful customers as the population frame. Accordingly, future research studies may evaluate the same model, but perhaps in another different cultural context where the Takaful industry can grow and expand in other countries, including Saudi Arabia, Sudan and Pakistan. More importantly, the same variables may be verified to different service industries in future studies, especially those constructs related to relationship marketing because many products and services at present can be attained without face-to-face interactions through online transactions without having brick and mortar businesses. Practical implications It is important for Takaful service operators to focus on connecting the social and financial bonds to ensure the fulfilment of customers’ needs. They also need to improve the qualities related to tangibility, reliability and personalization to be able to increase their market share, especially in this present highly competitive market. Indeed, Takaful generally provides financial protection and risk management; nevertheless, the religious and ethical values need to be embraced in totality unlike conventional insurance, which has the element of gambling, uncertainty and the imposition of interest. Hence, this study aims to assist the Takaful operators toward achieving corporate reputation and apparently customer loyalty for them to remain relevant in this industry. Originality/value The model used in this study is based on the cultural context of Malaysia from the perspective of the Takaful industry. It attempts to explain customer loyalty through the incorporation of service quality and relationship marketing dimensions, where it is associated with the elements of the values of Islamic ethics especially in business transactions. More importantly, these dimensions were put together to identify its impact on corporate image, corporate reputation, and ultimately, customer loyalty, thus illustrating a distinct set of outcomes of the present study.
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FU, Frank, and Lena FUNG. "Cognitive Complexity: A Profile of Pre-Service Recreation Managers." Asian Journal of Physical Education & Recreation 5, no. 2 (1999): 65–66. http://dx.doi.org/10.24112/ajper.51232.
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The quest to identify factors responsible for efficient and effective organisation behaviour has led to the growth of a body of literature known as leadership research, and a recurring theme of interest include that of leadership attributes. This study aims to make a contribution to this area of work by providing a profile on the cognitive disposition of "cognitive complexity" of a group of pre-service recreation managers. Garder (1986) made the distinction between "leader managers" and "routine managers" by asserting that the former possess qualities which allow them to exhibit what Bass (1985) calls "Transformational Leadership". For some years, leadership research has been trying to produce explanatory accounts for efficient and effective leadership behaviours and it appears that a more recent theory of its kind is the transformational leadership theory proposed by Bass (1985). Hater and Bass (1988) suggested that transformational leaders should exhibit superior performance ability in making judgement, decisions, and analysis. Kotter (1990) further added that the ability to "gather a broad range of data and look for patterns, relationships, and linkages that help explain things" (p. 104) is one important but basic element for becoming an exceptional leader. Given that these are the behavioural outcomes of "manager leaders", a question of interest would be to identify the cognitive dispositions responsible for these overt behaviours. Cognitive complexity, a cognitive disposition, has been defined as a person's "capacity to construe social behaviour in a multidimensional way" (Bieri, Atkins, Briar, Leaman, Miller, & Tripodi, 1975, p. 185). This suggests that level of cognitive complexity may have a bearing on a person's ability to process multidimensional information such that a cognitively more complex person may have a more differentiated perception of a person, object, or situation than a cognitively less complex person. Within these premises, it could be argued that level of cognitive complexity, acting as a mediator in the input-output process of cognitive functions, may also influence an individual's cognitive outcomes. In fact, this contention finds support in previous studies such as those by Tripodi and Bieri (1964), Hale (1980) and Kishor (1990) which had identified a positive relationship between level of cognitive complexity and superior cognitive outcomes. In a more recent study, Spengler and Strohmer (1994) compared high and low scorers of a cognitive complexity test and found that individuals with lower cognitive complexity scores were more likely to form biased judgements. Given the influence of cognitive complexity in making judgements and appraisals and the administrative challenges faced by today's recreation managers, the need to preview the status of this cognitive disposition among future recreation leaders is tempting. For a practical and application viewpoint, information from this study might provide some insight into impending programme needs and directions for future foci. (Abstract taken from Introduction)
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Giyanti, Ida, and Erni Suparti. "PENILAIAN KUALITAS APLIKASI HALAL MUI DENGAN WEBQUAL 4.0 DAN PENGARUHNYA TERHADAP KEPUTUSAN PENGGUNAAN." J@ti Undip : Jurnal Teknik Industri 13, no. 2 (2018): 91. http://dx.doi.org/10.14710/jati.13.2.91-98.
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AbstrakAplikasi Halal MUI adalah aplikasi berbasis Android yang diluncurkan oleh MUI untuk membantu konsumen mengecek status kehalalan produk melalui smartphone. Penelitian ini bertujuan mengukur kualitas aplikasi Halal MUI berdasarkan persepsi pengguna dan melihat pengaruh kualitas tersebut terhadap niat pengguna untuk menggunakan aplikasi Halal MUI. Pengukuran kualitas aplikasi Halal MUI dilakukan dengan menggunakan tiga variabel dalam Webqual 4.0. Uji hubungan antara variabel kualitas terhadap keputusan penggunaan dilakukan dengan analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa rata-rata nilai kualitas adalah 3,08 dari skala 4,00 yang berarti bahwa aplikasi Halal MUI dinilai berkualitas baik oleh pengguna. Hasil uji keterandalan model dengan uji F menunjukkan bahwa model regresi linier yang diestimasi layak digunakan untuk menjelaskan pengaruh kualitas aplikasi smartphone terhadap keputusan penggunaan. Hasil uji t pada ketiga variabel kualitas menunjukkan bahwa ketiga variabel Webqual 4.0 memiliki pengaruh yang signifikan terhadap niat pengguna untuk menggunakan aplikasi Halal MUI di kemudian hari. Variabel usability, information quality, dan service interaction mampu menjelaskan niat penggunaan aplikasi Halal MUI sebesar 43,7%. AbstractHalal MUI app is an Android-based application launched by Indonesian Ulemas Council (MUI) in order to help moslem customers to validate products’ status through a smartphone. This research aims to evaluate the quality of Halal MUI application based on users’ perception and then analyze the effect of these qualities to the intent to reuse the Halal MUI app. Quality of Halal MUI app is measured using three variables in Webqual 4.0. Multiple regression analysis is then employed to analyze the relationship between quality variables and users’ intention to reuse the application. Result of quality measurement showed that the quality average score is 3,08 of 4,00 scale. It means that the quality of Halal MUI app is rated good by the users. Based on the F-test, it can be concluded that multiple regression model developed in this research is statistically significant and feasible to be used to explain the effects of smartphone application quality on users’ desicion to reuse the application. Based on the t-test for all three quality variables, it can be summarized that all variables in Webqual 4.0 have a strong influence on users’ intention to reuse the Halal MUI app in the future. Three variables of Webqual 4.0, namely usability, information quality, and service interaction, are able to explain 43,7% of overall users’ intention to reuse Halal MUI app.Keywords: Smartphone application; Halal MUI; Website quality; Multiple regression; Webqual 4.0
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Yadav, Rohit, and Tripti Mahara. "An Empirical Study of Consumers Intention to Purchase Wooden Handicraft Items Online: Using Extended Technology Acceptance Model." Global Business Review 20, no. 2 (2017): 479–97. http://dx.doi.org/10.1177/0972150917713899.
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Handicraft is one of the many productive sectors for developing countries. It contributes significantly towards economic growth. This study seeks to investigate consumers’ perception towards purchase of wooden handicraft items through e-commerce platform. The proposed extended technology acceptance model investigates the role of website quality, service and product perception on consumers purchase intention towards wooden handicraft items online. Trust acts as a mediator to study its effect on consumer intention. The effect of website quality, service and product perception was analyzed for the technology acceptance model constructs, namely perceived ease of use and perceived usefulness. A total of 234 respondents were surveyed and data was analyzed using structural equation modelling technique. Service perception and product perception determine perceived usefulness whereas perceived ease of use is determined by website quality and service perception. The results show that trust has positive role in determining consumers’ purchase intention. Website quality, service and product perception determine trust, and they build consumers’ confidence in online shopping. Both seller and website should have effective strategies to build consumers’ trust. The research suggests that sellers can significantly surge consumers’ trust by improvising product and service perception, whereas the website can ensure consumers’ trust by increasing the quality of website and service perception.
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Et. al., Rohit Mahajan ,. "Analysis of Mediating Effect of Customer Perception in Relation to Service Quality and Customer’s Satisfaction in Online Banking Services." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 2 (2021): 2421–27. http://dx.doi.org/10.17762/turcomat.v12i2.2055.
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Qualities of service act as significant in the competition, putting effect upon customer’s satisfaction. This research aims for assessing how service quality puts impact customers’ satisfaction in the online banking service. E-SERVQUAL with dimensions: efficiency, fulfillment, security, quick responses and easiness to use has been utilized to assess services’ qualities of service rendered by bank over internet. The pilot’s study was done with 33 responses and cronbach’s alpha was 0.882, which shows that the collected data is valid. A questionnaire comprising of 23 statements was made and 262 responses were analyzed by doing EFA through SPSSv21 and CFA & Structural Equation Modeling using SPPS AMOS 21.
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Kreye, Melanie E., Yee Mey Goh, and Linda B. Newnes. "Uncertainty perception in bidding for Product-Service Systems under competition." Journal of Purchasing and Supply Management 24, no. 1 (2018): 31–40. http://dx.doi.org/10.1016/j.pursup.2017.10.003.
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Zhao, Meina, and Xuqi Wang. "Perception value of product-service systems: Neural effects of service experience and customer knowledge." Journal of Retailing and Consumer Services 62 (September 2021): 102617. http://dx.doi.org/10.1016/j.jretconser.2021.102617.
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Wang, P. P., and X. G. Ming. "Value evaluation method of industrial product-service based on customer perception." International Journal of Services Operations and Informatics 9, no. 1 (2018): 15. http://dx.doi.org/10.1504/ijsoi.2018.088515.
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Ming, X. G., and P. P. Wang. "Value evaluation method of industrial product-service based on customer perception." International Journal of Services Operations and Informatics 9, no. 1 (2018): 15. http://dx.doi.org/10.1504/ijsoi.2018.10008965.
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Azhar Muttaqin, Dian Azmi Dinaratu. "Kualitas Produk, Pelayanan dan Nilai Syariah terhadap Persepsi Mahasiswa Ekonomi Islam untuk Menjadi Nasabah Bank Syariah." FALAH: Jurnal Ekonomi Syariah 2, no. 2 (2017): 196. http://dx.doi.org/10.22219/jes.v2i2.5106.
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This study aims to determine how much influence the perception of Islamic economics students about product quality, service quality, and sharia value of interest to become customers of Islamic Bank. The result of data processing shows that the perception of product quality and service quality perception have positive and significant effect on the interest to become the customer of Islamic Bank proven with probability value (sig.) Of 0.000 <0,05. While the variable of perception of syariah value have positive and insignificant effect on interest to become customer of Islamic bank with result of probability value (sig.) Equal to 0,888> 0,05. Variable perception of product quality has the greatest and significant influence to the interest of becoming a customer of Islamic Bank indicated by t value counted 5,042. The perception of product quality, service quality, and sharia value influence 50,7% to interest to become customer of Islamic Bank in view from Adjusted R Square value and 49,3% (100% - 50,7%) influenced by other variable outside variable The selected.
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Lee, Eun Hee, and Myung Hee Lee. "Factors Affecting Counselor’s Perception on Counseling Service Quality - Focused on the Electronic Product Counseling Service -." Consumer Policy and Education Review 15, no. 1 (2019): 209–36. http://dx.doi.org/10.15790/cope.2019.15.1.209.
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Hassan, M. Taimoor, Aqeel Mukhtar, Rana Kaleem Ullah, Huzaifah Shafique, Shafi Ur Rehmna, and Abia Anwar. "Customer Service Quality Perception of Internet Banking." International Journal of Learning and Development 2, no. 2 (2012): 86. http://dx.doi.org/10.5296/ijld.v2i2.1591.
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Purpose: The purpose of this study is to find out the determinants that mainly affect the customer service quality perception of internet banking amongst genders and different age groups. Design/methodology/approach: Sample of 120 internet banking customers was used to gather data, which was further utilized to find out how 8 major determinants affect the customer service quality perception of internet banking. Findings: The research found that Web design, security, trust, product diversification, credibility, collaboration, access and communication strongly affect the customer perception about the quality of internet banking service. Research limitations/ implication: The data was gathered from the banks in Bahawalpur which limited the scope of this study particularly to this region so future research can be done to gathered data from all over the Pakistan so that the cross cultural factors could be identified clearly. Keywords: Service Quality Perception, Dimensions of Internet Banking, Bahawalpur.
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Straková, Zuzana. "The perception of readiness for teaching profession: a case of pre-service trainees." Journal of Language and Cultural Education 3, no. 1 (2015): 32–42. http://dx.doi.org/10.1515/jolace-2015-0003.
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Abstract Pre-service teacher training offers various opportunities for trainees to become aware of and understand the qualities of good teaching. Towards the end of their training they should be able to identify clearly the criteria for measuring their readiness for teaching profession as well as identify their own strong and weak areas. The author of this article presents the results of the study where the aim was to focus on the trainees′ perception of themselves as English language teachers based on the criteria of the EPOSTL at the end of their training when trainees receive their diploma for teaching the English language.
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Morano, Rogerio Scabim, Alcides Barrichello, Rafael Ricardo Jacomossi, and Jorge Ramon D’Acosta-Rivera. "Street food: factors influencing perception of product quality." RAUSP Management Journal 53, no. 4 (2018): 535–54. http://dx.doi.org/10.1108/rausp-06-2018-0032.
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Purpose The purpose of this study is to evaluate whether the perceptions of cleanliness and organization of the point of sale, hygiene and training of those who serve the public (service) and healthiness of the products, constitute a base for the perception of the quality of food sold in the street. Studies about development of street food trade have gained relevance in academic debate because of its social and economic significance. Usually, aspects related to sanitary issues are presented, and the factors that influence consumer perception regarding quality of food consumed are less explored. This was the focus of this work. The relationships among possible predecessors – attendance, cleanliness, organization and healthiness – were tested, all acting together, influencing the variable perception of product quality. Competitive models were tested because of theoretical divergences regarding the relationship between quality and healthiness, not yet totally clear in the literature. Design/methodology/approach A quantitative survey was carried out in the city of Diadema (SP, Brazil), getting 603 respondents, with data and theoretical models analyzed by structural equation modeling. Findings Results indicated that organization variable is not significant regarding perception of product quality, while attendance and healthiness directly affect this perception. On the other hand, cleanliness influences perceived healthiness and this, in turn, reinforces perception of product quality. Practical implications The focus of street food traders should be on clerk cleanliness and politeness (characteristics related to the service) that end up influencing the perception that the consumer develops regarding healthiness (characteristic related to product quality). Originality/value Usually research studies on this theme include only aspects related to sanitary and safety issues, and those which focus on consumer perception of food quality cover conventional outlets such as bars and restaurants. There are few ones performed as in this study that analyze street food consumer behavior regarding his/her perception of quality, cleanliness, care received, among others.
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D’Aniello, Giuseppe, Massimo De Falco, Matteo Gaeta, and Francesca Loia. "Analytical Marketing with Collective Perception." International Conference on Advances in Business, Management and Law (ICABML) 2017 1, no. 1 (2017): 389–402. http://dx.doi.org/10.30585/icabml-cp.v1i1.33.
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Social networks, forums and blogs are widely considered as a valuable source of information for many applications and in different domains. Being able to extract, analyze and use the knowledge, opinions and sentiments the users share on the Web can become a competitive advantage for any company or organization. Specifically, information about the feelings and the opinions of the users of a Web community with respect to a product or a service can be useful for marketing. In this context, the concept of collective perception is gaining momentum as a way to process, evaluate and quantify the perception and the sentiment that a community of users share about a given phenomenon. In this work, we propose an approach, based on Fuzzy Logic and Sentiment Analysis techniques, which allows to evaluate, also in a quantitative manner, the collective perception of a Web community with respect to a specific product or service.
 Keywords: Collective Perception; Analytical Marketing; Fuzzy Logic; Sentiment Analysis.
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Long, H. J., L. Y. Wang, J. Shen, M. X. Wu, and Z. B. Jiang. "Product service system configuration based on support vector machine considering customer perception." International Journal of Production Research 51, no. 18 (2013): 5450–68. http://dx.doi.org/10.1080/00207543.2013.778432.
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Bhengu, Mbablemhle, and Vannie Naidoo. "Retail banking service quality: A client perception study." Risk Governance and Control: Financial Markets and Institutions 6, no. 4 (2016): 216–22. http://dx.doi.org/10.22495/rcgv6i4c1art11.
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The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters.
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Kvam, Gunn-Turid, Trine Magnus, and Egil Petter Stræte. "Product strategies for growth in niche food firms." British Food Journal 116, no. 4 (2014): 723–32. http://dx.doi.org/10.1108/bfj-06-2011-0168.
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Purpose – The aim of this paper is to contribute to a better understanding of growth processes of speciality food firms and how these processes influence the producers' perception of quality demands of the products. Design/methodology/approach – A case study approach was chosen covering four specialty food companies in Norway. This explorative study was conducted from the producer's perspective. Findings – Results show that, as part of growth processes, firms invest in different activities to strengthen the quality of their products to achieve distinctiveness in more competitive markets. The most important quality that contributes to distinctiveness and increased value seems to be traditional handicraft production processes. In some cases, expensive and time-consuming processes are invested in developing qualities that are not transformed into higher value in the market. Research limitations/implications – The number of cases is too small for statistical analysis, but this explorative case study may provide a basis for a survey of a larger sample of firms. Practical implications – The study indicates a need for companies to gain more knowledge about consumers' preferences and behaviour, and to develop product qualities and market communication accordingly. Originality/value – Research is scarce on obstacles to growth in specialty food firms. This study contributes important knowledge to enhance further development of the industry.
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Putra, Ricko Achmadi, Hartoyo Hartoyo, and Megawati Simanjuntak. "The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude." Independent Journal of Management & Production 8, no. 3 (2017): 1116. http://dx.doi.org/10.14807/ijmp.v8i3.632.
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This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.
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Kim, Hyeonsoo, Yun Jung Choi, and Yuri Lee. "Web atmospheric qualities in luxury fashion brand web sites." Journal of Fashion Marketing and Management 19, no. 4 (2015): 384–401. http://dx.doi.org/10.1108/jfmm-09-2013-0103.
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Purpose – The purpose of this paper is to explore the relationship between atmospheric qualities with different levels of task relevance in luxury fashion brand web sites and their impact on consumer attitude toward the site and brand, which is essential to build valid strategies for e-retailing. Design/methodology/approach – An empirical study was conducted and quantitative analyses of 292 respondents’ shopping experiences yielded findings that confirm the impact of atmospherics upon the shopper’s views of the web site and the brand. Structural equation modeling was used to test the research hypotheses. Findings – Both low task-relevant atmospherics (web site design, responsive customer service) and high task-relevant atmospherics (product information, convenience) affect the consumers’ revisit intentions toward the web site, while web site design directly affected brand attitude. The study also illustrates the mediating roles of product information and convenience to the relationships between web site design and responsive customer service and the consumers’ revisit intentions toward the site. Practical implications – This study provides insights for luxury e-tailing. Luxury e-tailers should understand the different effects depending upon the types of web atmospheric qualities and use them strategically. Originality/value – The main contribution of the study is to highlight the unique aspects of luxury online shopping in the Korean context. This study also contributes to e-commerce research by providing an expanded understanding of the interrelationship between types of web atmospheric qualities.
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HARIYONO, ROCHMAT HIDAYAT. "PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN (STUDI PADA LAPANGAN FUTSAL HIDAYAT FUTSAL SQUARE)." MANAJERIAL 4, no. 2 (2018): 70. http://dx.doi.org/10.30587/manajerial.v4i2.609.
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This study aims to examine the effect of Product Quality, Service Quality, and Price Perception on Customer Satisfaction. The number of samples in this study were 100 futsal Hidayat Futsal Square customers. Analysis of the data used is multiple linear regression analysis. The results of this study conclude that the results of partial testing of Product Quality have a significant effect on customer satisfaction, Service Quality has a significant effect on customer satisfaction, and Price Perception has a significant effect on customer satisfaction
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Anuwichanont, Jirawat. "The Impact Of Price Perception On Customer Loyalty In The Airline Context." Journal of Business & Economics Research (JBER) 9, no. 9 (2011): 37. http://dx.doi.org/10.19030/jber.v9i9.5646.
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It is a generally acknowledged in marketing literature that pricing is a critical strategy that influences product/service demand and company profitability. Consequently, price plays an important role in influencing customers decisions in choosing and developing loyalty with a particular product or service. Moreover, consumers are becoming more value conscious, focusing on price and value as the primary reason when purchasing product and service. Thus, the influence of the multi-dimensions of perceived value on customer loyalty in the airline context was examined. In addition, the moderating effect of consumers price perception was also investigated in explaining service loyalty. The empirical findings strongly supported the significant impact of quality/emotional response/reputation, behavioral price on brand affect and brand trust. But no support was found for the hypothesized relationships between monetary price and brand affect and brand trust. Moreover, brand trust was found to significantly predict both attitudinal loyalty and behavioral loyalty, as hypothesized. Contrary to expectations, brand affect exerted no impact on both loyalty constructs. The moderating effect of price perception was significantly apparent solely on the relationship between brand affect and loyalty constructs.
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Kumar, Vikas, Bikramjit Singh Hundal, and Komalpreet Kaur. "Exploring the Service Quality determinants of Solar Product Dealers." Asia-Pacific Journal of Management Research and Innovation 15, no. 1-2 (2019): 27–38. http://dx.doi.org/10.1177/2319510x19829339.
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The present study explored the determinants affecting service quality of solar product dealers. The study is based on primary data, collected from a total of 345 solar pump users from different villages and rural areas of Punjab. Exploratory factor analysis, confirmatory factor analysis, and paired sample t-test have been used to examine the data. Furthermore, the SERVQUAL scale has been used to measure the service quality of solar product dealers. Paired sample t-test was used to measure the users’ expectation and perception gap between service quality dimensions. The results validated that five factors namely reliability, responsiveness, assurance, empathy, and tangibility influence service quality of solar product dealers and there is no significant difference between perceptions and expectations of solar product users except for the responsiveness dimension. As far as gap analysis is concerned, the dimension ‘responsiveness’ was responsible for the highest gap score. So, perceptions of solar product users are not fully being met with their expectations.
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Lee, Hyun-Joo. "Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting." International Journal of Retail & Distribution Management 43, no. 8 (2015): 676–92. http://dx.doi.org/10.1108/ijrdm-04-2014-0049.
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Purpose – The purpose of this paper is to understand the underlying mechanism of how consumer-to-store employee and consumer-to-self-service technology (SST) interaction qualities contribute to consumer retail patronage. Design/methodology/approach – A total of 300 surveys for each type of in-store kiosk were used for the data analysis. The proposed model was analysed using structural equation modelling. Findings – This study suggests a direct link from SST usage frequency to perception of SST service quality. Also, retail patronage intentions were positively influenced by both interpersonal service quality and SST service quality, and SST usage intentions were positively affected by retail patronage intentions. Lastly, three causal links were shown to be dissimilar between the two types of in-store kiosk: interpersonal service quality-retail patronage intentions, SST service quality-retail patronage intentions, and SST service quality-SST usage intentions. The remaining links were similar for both types of in-store kiosks. Originality/value – Previous empirical work on this topic has mostly been limited to investigations of service quality of either a human- or a technology-based service option. In contrast, the current study incorporates both interpersonal service quality and SST service quality as critical factors affecting retail patronage intentions and thus provides an important opportunity to advance the understanding of consumer-to-store employee and consumer-to-SST interaction qualities and their contribution to consumer retail patronage.
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Julianto, Julianto. "Hirarkhi Visual sebagai Faktor Kesesatan Konsumen pada Desain Kemasan Samar Identitas." Humaniora 2, no. 1 (2011): 291. http://dx.doi.org/10.21512/humaniora.v2i1.3006.
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Packaging vague identity, is the packaging that does not give clear information about the contents of the packed product, in this case are specific to the product needs of the household / consumer products, often everyday, more obvious when you're shopping at the supermarket, sensation very stunning visual eye, the colors, images and shapes capable of stopping the views of prospective consumers in packaging that 'teasing', it was due to good aesthetic qualities, but in reality many packaging designs negligent in giving the perception of 'immediately' to the identity of the contents of the packed product , this issue becomes crucial because it can be misleading or wrong perception of users, by taking random samples of products circulating in the community, trying to describe and analyze a simple through the principle of Visual Communication Design, hoping the result will remind the designers more aware of packaging labels will set out the communication function in media packaging, to provide specific information with respect to visual hierarchy to yield a clear identity of the product packaged.
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Van, Nguyen Thi, Nguyen Minh Tuan, Tran Phi Hoang, and Le Phat Minh. "The Relationship between Customer Relationship Management and Using Decision to the Product Service of Customers: A Case Study in Vietnam." International Journal of Marketing Studies 8, no. 1 (2016): 107. http://dx.doi.org/10.5539/ijms.v8n1p107.
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<p>The results of scientific research are to carry out aimed at analyzing and defining the relationship between customer relationship management (CRM) and using decision to the product service of customers in Vietnamese service businesses. The qualitative and quantitative research methods were used and the results showed that there are 5 factors having an impact on using decision to the product service of customers as followings: Competence, Convenience perception, Requirement &amp; feedback management, Customer service, and Tangibles. Four hundred people with 31 observed variables were surveyed targeted at determining the factors affecting using decision to the product service of customers in Vietnamese service businesses. The purposes of 3 objectives were done as followings: First, identify the factors affecting using decision to the product service of customers in Vietnamese service businesses; Second, determine the order of priority impact level of the factors affecting using decision to the product service of customers in Vietnamese service businesses; Third, propose solution groups to enhance using decision to the product service of customers in Vietnamese service businesses.</p>
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Admin_ojs, Admin_ojs. "ANALISIS KUALITAS PRODUK, KUALITAS PELAYANAN, KONDISI EMOSIONAL, PERSEPSI HARGA DAN BIAYA TERHADAP KEPUASAN PESERTA JKN-KIS PEKERJA PENERIMA UPAH BADAN USAHA SWASTA DI BPJS KESEHATAN CABANG SAMPIT KALIMANTAN TENGAH." KINDAI 16, no. 1 (2020): 80–91. http://dx.doi.org/10.35972/kindai.v16i1.355.
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This research was conducted to determine the effect of product quality, service quality, emotional conditions, price perceptions and costs on JKN-KIS participant registration satisfaction of workers receiving wages private businesses entity in Healthcare Social Security Agency, Sampit Branch, Central Borneo. This study uses questionnaire to 100 workers receiving wages private businesses entity. The results showed that variables of product quality, service quality and price perception has significant effect on satisfaction of JKN-KIS participants workers receiving wages private businesses entity. Meanwhile, emotional condition and cost variables hasn’t significant effect on satisfaction of JKN-KIS participants workers receiving wages from private businesses entity. Then, variables of product quality, service quality, emotional condition, perceived price and cost simultaneously has significant effect satisfaction of JKN-KIS participants workers receiving wages private businesses entity with calculated F value (4.082) > F table (2.310). Based on the results of study it’s also known that service quality is the most variable has significant effect on satisfaction of JKN-KIS participants workers receiving wages private businesses entity with value of Beta Coefficients 0.196.
 Keywords: JKN-KIS, product quality, service quality, emotional condition, price perception, cost, satisfaction
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Dijkerman, H. Chris, and Edward H. F. de Haan. "Somatosensory processes subserving perception and action." Behavioral and Brain Sciences 30, no. 2 (2007): 189–201. http://dx.doi.org/10.1017/s0140525x07001392.
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AbstractThe functions of the somatosensory system are multiple. We use tactile input to localize and experience the various qualities of touch, and proprioceptive information to determine the position of different parts of the body with respect to each other, which provides fundamental information for action. Further, tactile exploration of the characteristics of external objects can result in conscious perceptual experience and stimulus or object recognition. Neuroanatomical studies suggest parallel processing as well as serial processing within the cerebral somatosensory system that reflect these separate functions, with one processing stream terminating in the posterior parietal cortex (PPC), and the other terminating in the insula. We suggest that, analogously to the organisation of the visual system, somatosensory processing for the guidance of action can be dissociated from the processing that leads to perception and memory. In addition, we find a second division between tactile information processing about external targets in service of object recognition and tactile information processing related to the body itself. We suggest the posterior parietal cortex subserves both perception and action, whereas the insula principally subserves perceptual recognition and learning.
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Bors, Maria Doinita, Georgiana Smaranda Petrut, Maria Tofana, Sonia Socaci, and Anca Farcas. "Study Regarding the Production and Characterization of Rose Petal Jam Enriched with Saint John`s Wort (Hypericum Perforatum) Essential Oil." Bulletin of University of Agricultural Sciences and Veterinary Medicine Cluj-Napoca. Food Science and Technology 71, no. 1 (2014): 11. http://dx.doi.org/10.15835/buasvmcn-fst:10018.
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The purpose of this study was to extract the volatile oil from St. John's wort and use it to obtain a new product with improved qualities and real health benefits. In order to characterize the innovative product, several physicochemical analyses were conducted (dry matter, ash content, total sugar, total acidity, vitamin C, flavonoid content and antioxidant capacity). Also the consumer perception was followed by conducting a sensory analysis. The study revealed that the adition of H. perforatum essential oil in the rose petal jam imporved the vitamin C and flavoinoid content and also the antioxidant capacity of the product, meanwhile the dry matter, ash content and total sugar determinations were normal for the free pectin jam category.
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Nassif, Vânia Maria Jorge, Marcos Hashimoto, and Derly Jardim Amaral. "Entrepreneurs Self-Perception of Planning Skills: Evidences from Brazilian Entrepreneurs." Revista Ibero-Americana de Estratégia 13, no. 4 (2014): 107–21. http://dx.doi.org/10.5585/ijsm.v13i4.2060.
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This study examined whether entrepreneurs see themselves as good strategic planners and understand key factors that contribute to plan their business endeavors. This is a quantitative-qualitative research. 339 entrepreneurs ahead of businesses with at least 5 years of existence in Sao Paulo, Brazil answered a survey with 27 validated questions about planning, strategy and entrepreneurship. Data was analyzed through factorial analysis. Results showed six factors named external environment, innovation, internal environment, experience, mission and impulsiveness. The qualitative part of the study brought a discussion about these factors. The relevance of the internal and external environments is shown by the important relationship and influence that these may exercise in the performance of the enterprise, including information about best practices of the market in the production of products/services in comparison to internal strengths and weaknesses. In contrast to environmental uncertainty and variations, that makes the planning effort extremely difficult for entrepreneurs. We suggest that their personal abilities can compensate the lack of planning, including their innovative ability together with accumulated experience. Thanks to these qualities, entrepreneurs are constantly honing their abilities to create and manage their businesses and, over time, achieving success. The factors rose on the analysis shows that the strategic planning initiatives of entrepreneurs balance both environmental facts and personal abilities. The theoretical approach of effectuation and causation explains how entrepreneurs deal with this balance when deciding to act impulsively or planned in certain conditions, representing the key contribution of this article.
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Abioro, Matthew Adekunle, and Samuel Abimbola Odunlami. "IMPLICATION OF PRODUCT BRANDING ON CUSTOMER’S PATRONAGE IN THE NIGERIAN CONSUMER GOODS INDUSTRY." Business Excellence and Management 11, no. 2 (2021): 5–18. http://dx.doi.org/10.24818/beman/2021.11.2-01.
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Product branding is said to be a veritable tool that can be adopted in achieving customer patronage in the highly competitive market. Hence, this study assesses the implication of product branding on customer’s patronage. The specific objectives of this study were to evaluate the effects of brand perception, service quality and customer relationship management on customer’s patronage. A survey research design was used for the study, with a structured questionnaire administered to collect data from the firms’ customers. The inferential statistical tool of regression analysis was adopted to analyze the formulated hypotheses. Findings revealed that brand perception has a significant effect on customer patronage (R2 = 0.308, P=0.000), it also shows a significant effect of service quality (R2 =0.623, P=0.000) on customer patronage, and a significant effect of customer relationship management (R2 = 0.585, P=0.000) on customer patronage. The study concluded that product branding if properly managed can influence customers patronage, and also having the ability to increase the customers base and profitability of the firm. It was therefore recommended that firms should give proper consideration to issues of customer relationship management; as well as enhancing the product service experience of customers so as to improve the perception of the brand in the mind of customers to foster brand loyalty.
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Zhu, Xiaoqin, Daniel T. L. Shek, and Cathy H. M. Chan. "Promoting Service Leadership Qualities and Well-Being among University Students through an Online Course during COVID-19 Pandemic." International Journal of Environmental Research and Public Health 18, no. 15 (2021): 8162. http://dx.doi.org/10.3390/ijerph18158162.
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The COVID-19 pandemic is a great challenge to leadership education in universities. Although previous findings provide support for the effectiveness of online learning, the impact of online leadership course on students’ learning outcomes and well-being has not been well documented. Using objective outcome and subjective outcome evaluation strategies, the present study examined students’ perceived qualities and effectiveness of an online credit-bearing service leadership course adopting asynchronous mode (primarily online learning) and synchronous mode under COVID-19. Regardless of teaching modes, the subject yielded positive impacts. Specifically, pretest-posttest (N = 228) showed that there were positive changes in students’ service leadership qualities, life satisfaction and psychological well-being. For students’ perception of the course (N = 219), results indicated that most students were positive in their learning experience and satisfied with course design, lecturer quality and the benefits of the course to their development. Students’ changes and subjective perceptions were positively correlated, but with a low effect size. The findings reflected that online service leadership course adopting asynchronous or synchronous mode was effective, and students were positive about their learning experience.
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Zhao, Meina, Jing Wang, Heng Zhang, and Gang Zhao. "ERP Perspective Analysis of PSS Component and Decision-Making." Sustainability 11, no. 4 (2019): 1063. http://dx.doi.org/10.3390/su11041063.
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This paper has developed a neuromarketing framework measuring the relationship between products and services in product–service systems (PSSs), particularly regarding its impact on PSS decision making. We divided the PSSs into different levels of product and service combinations in order to identify the impact of the various elements in PSS on decision making, particularly the key factor that induces significant variation in the purchase rate. The experiments showed the neural mechanisms behind the value perception of PSSs; this has been indicated by the appearance of N170, which is related to the cognition processing of familiarity and similarity. It is concluded that the perceived value of the product-oriented PSS is mainly determined by the product attribute, as the promotional effect of service has been clarified. The results explain the psychological and neurological activities that take place when consumers are browsing product–service bundles, which may help corporations better understand the relationships among the components in product–service bundles, providing insight for PSS innovation and service design.
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Long, H. J., L. Y. Wang, S. X. Zhao, and Z. B. Jiang. "An approach to rule extraction for product service system configuration that considers customer perception." International Journal of Production Research 54, no. 18 (2015): 5337–60. http://dx.doi.org/10.1080/00207543.2015.1078012.
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Herdioko, Jonathan, and Valentcio Luwiska W. "PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN." Jurnal Riset Manajemen dan Bisnis 15, no. 2 (2021): 97. http://dx.doi.org/10.21460/jrmb.2020.152.385.
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ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, persepsi harga, dan kualitas pelayanan terhadap kepuasan konsumen pada Toko Tekstil Mac Mohan, Solo. Populasi dalam penelitian ini adalah penduduk Kota Solo. Teknik penyampelan menggunakan non-probability sampling dengan pemilihan 100 responden yang pernah membeli produk di Mac Mohan Solo. Teknik pengumpulan data dilakukan dengan menyebarkan kuesioner yang telah diuji validitas dan reliabilitasnya. Metode analisis regresi linier berganda digunakan dengan uji R2, uji F, dan uji t. Hasil pengujian menghasilkan nilai sig uji F sebesar = 0,00, artinya secara simultan variabel kualitas produk, persepsi harga, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Hasil uji t menunjukkan bahwa kualitas produk, persepsi harga, dan kualitas layanan secara parsial berpengaruh signifikan terhadap kepuasan pelanggan. Kata Kunci: kualitas produk, persepsi harga, kualitas layanan, kepuasan pelanggan ABSTRACTThis study aims to determine the effect of product quality, price perception, and service quality toward customer satisfaction at Toko Tekstil Mac Mohan, Solo. The population in this study are the residents of Solo. Non-probability sampling method is adopted with a selection of 100 respondents who have bought products at Mac Mohan Solo. Data collection techniques were carried out by distributing questionnaires that had been tested for validity and reliability. The multiple linear regression analysis method is used with R2 test, F test, and t test. The test results produce a sig value of F test of = 0.00, meaning that simultaneously, the variable product quality, price perception, and service quality have a significant effect on customer satisfaction. The t test shows that product quality partially, price perception, and service quality partially have a significant effect on customer satisfaction. Keywords: product quality, price perception, service quality, customer satisfaction
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Kenyon, George, and Kabir Sen. "A model for assessing consumer perceptions of quality." International Journal of Quality and Service Sciences 4, no. 2 (2012): 175–88. http://dx.doi.org/10.1108/17566691211232909.
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PurposeThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.Design/methodology/approachA holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future investigations are proposed.FindingsConsumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products and services that can create competitive advantage, they must understand how the various product characteristics, or service attributes, effect the creation of consumer perceptions.Originality/valueThis research contributes to the understanding of how consumers create their perceptions and how the various dimensions of product and service quality relate to these properties of perception.
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Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Description of Florists' Cognitive Structure and Perceived Performance of Supplier Services through Second-order Factor Analysis." Journal of the American Society for Horticultural Science 116, no. 1 (1991): 161–65. http://dx.doi.org/10.21273/jashs.116.1.161.
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Retail florists' performance ratings of services provided by wholesale growers, wholesale florists, and grower-shippers/brokers were factor-analyzed to yield a hierarchical classification of customer service in floral distribution. Nine customer service factors were identified and three major independent classes of customer service were defined, including 1) physical distribution, 2) marketing, and 3) product quality services. Florists rated the performance of suppliers' physical distribution services higher than marketing and product quality services. Florists' perception of physical distribution and product quality services did not vary across type of supplier, but for marketing services, florists rated wholesale growers higher in performance than wholesale florists. The hierarchical classification of customer service and service performance profiles provide the floral industry with relevant market information for the successful development and effective implementation of customer service programs.
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Jufidar, Jufidar, Fakhrurrazi Abbas, and Irwan Safwadi. "Pengaruh Persepsi Kualitas Produk, Merek dan Layanan Purna Jual Terhadap Keputusan Pembelian Skuter Metik Merek Honda di Kota Banda Aceh." Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum 3, no. 1 (2019): 14–25. http://dx.doi.org/10.30601/humaniora.v3i1.237.
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This research is an empirical study which aims to determine the effect of perceptions of product quality, brand and after-sales service on the decision to purchase Honda brand metic scooters in Banda Aceh City either partially or simultaneously. The number of research samples is 381 consumers. Sampling in this study was carried out with a minimum sample formulation using the Slovin method. Data collection is done by distributing question sheets (questionnaires) to respondents. The primary data is then analyzed using multiple linear regression. The results of multiple linear regression analysis can explain that the perception of product quality, brand and after-sales service has a positive effect on the purchase decision of Honda brand metic scooters in Banda Aceh City. The effect of the three variables is significant with a significant probability value <0.05. Or, simultaneously the perception of product quality, brand, and after-sales service has a strong and positive relationship with the decision to purchase Honda brand metic scooters in Banda Aceh City in Banda Aceh City. The role of perceptions of product quality, brand and after-sales service in influencing the decision to purchase Honda brand metic scooters in Banda Aceh is still less dominant with R2 of 0.386
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Bimaria, Nadia Putri Permata Ray, Murie P. Kulu, and Peridawaty Peridawaty. "Pengaruh Kualitas Pelayanan, Persepsi Harga, Dan Kualitas Produk Terhadap Kepuasan Pelanggan Pada Sendy’s Swalayan Palangka Raya." Jurnal Manajemen Sains dan Organisasi 1, no. 3 (2020): 181–91. http://dx.doi.org/10.52300/jmso.v1i3.2759.
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Purpose, - This study aims to determine the effect of service quality, price perception and product quality on customer satisfaction at Sendy’s Swalayan Palangka Raya.Design/methodology/approach - The research method uses an explanatory approach to techniques survey, the number of samples in this study were 100 respondents, the sampling technique using census techniques. Data collection methods using questionnaires and documentation studies, while data analysis techniques used in this research are descriptive analysis techniques and multiple linear analysis techniques. Findings - The results showed that the influence of service quality, price perception and product quality on customer satisfaction at Sendy’s Swalayan Palangka Raya. And the results of the descriptive analysis state that the respondents agreed with the proposed indicators.
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Harris, Sasekea, Cheryl Folkes, Karen Tyrell, and David Brown. "Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona Library service model." Library Management 41, no. 4/5 (2020): 193–220. http://dx.doi.org/10.1108/lm-05-2020-0080.
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PurposeIn an experience economy, the alternative options for higher education are varied; resulting in competition and a deliberate focus on student experience to create competitive advantage. In this regard, the various constituents of the university, including the library, are required to transform the organisational culture, specifically, the service culture, to engage students in a way that creates a memorable experience. In response, The UWI, Mona Library re-launched its Customer Service programme: using an in-house inspired 10 element service model, with initiatives aimed at realising each element, the library purposed to build a service culture. This paper seeks to assess employees' perception of the impact of the initiatives of this model.Design/methodology/approachThis survey research employed individual interviews to assess employees' perception of the impact of the initiatives of the service model, with the objective of refining the model, where needed, for continued use in the Mona Library, and for use in libraries desirous of implementing the model.FindingsThe initiatives of the service model are creating the desired customer service culture and aspects have been identified for refinement.Research limitations/implicationsThe model is based on the needs, experiences, history, culture and strategic priorities of one Caribbean university library. It centres on the employees and their perception. As such, it focuses less on the product, space and the external customer; but it is hoped that by focusing on the employees (specifically creating a service culture amongst them) that this will ultimately impact product, space and the overall customer experience.Practical implicationsProvides the top priorities and considerations for a practicing Caribbean / developing country academic library manger, with an interest in a model for nurturing service culture amongst the employees.Originality/valueThis paper is of value as it centres on creating a service culture, rather than on the usual customer service satisfaction survey, offers a service model and adds to the literature on customer service in academic libraries.
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Kusumawati, Baiq Diah. "Analisis Tingkat Kepuasan Konsumen terhadap Kualitas Produk Honda Merek Vario." ALEXANDRIA (Journal of Economics, Business, & Entrepreneurship) 2, no. 1 (2021): 19–25. http://dx.doi.org/10.29303/alexandria.v2i1.30.
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The purpose of this study is to know the level of consumer satisfaction with the quality of products (appearance, characteristics, reliability, durability, service, aesthetics, and perception of quality) attached to the Honda Vario and to know which of the seven dimensions of product quality (appearance, characteristics, reliability, durability, service, aesthetics, and perception of quality) attached to the Honda Vario provide the most optimal satisfaction. The type of research used is associative research with sample survey method. Determination of the number of respondents is determined by slovin formula, then the taking of respondents using stratified proportional random sampling techniques. This study used 84 respondents who are buyers and users of Honda Vario. The method of data collection using questionnaires, then as a tool of analysis of the author's data using the Consumer Satisfaction Index and Cartesian Diagram. Based on the analysis can be concluded: 1) The level of consumer satisfaction to the quality of products attached to the Honda Vario based on overall GPA in accordance with the consumer response is stated to be very good or very satisfactory; 2) Of the seven dimensions of product quality that provide the most optimal satisfaction based on cartesian diagrams, namely: characteristics, reliability, service, aesthetics and perception of quality. By looking at respondents' responses about the quality dimension of the product attached to the Honda Vario, it is necessary to improve the quality of the product in order to provide higher satisfaction in the future
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YURTSEVEN, Gülten, and Zehra MULUK. "The Practice of Service Quality: Hotel Case." Global Journal of Business, Economics and Management: Current Issues 6, no. 1 (2016): 30. http://dx.doi.org/10.18844/gjbem.v6i1.974.
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The service sector differs from the goods sector with its own characteristics. The service quality has an abstract structure since the services include abstract qualities. Therefore "perceived service quality" term is used instead of the quality of service. Perceived service quality is the perception difference as a result of evaluation process in which the expectations of consumer about performance of service before use and the real service experience after use. Perceived service quality should meet or exceed the expectations of consumer to be considered as satisfactory. The satisfaction from service increases as the service quality increases and thus the demand of consumer to reuse the service increases. That is to say, ensuring the consumer satisfaction in the hotel administration has an important role for consumers to prefer the same enterprise and the enterprise ensuring the consumer satisfaction has a great advantage in competition or keeps itself out of the price competition by increasing its service quality in this sector including significant demand fluctuations. Thus, enterprises ensure the increased efficiency, reduced costs and continuous employment of personnel in the enterprise. Key Words: Total Quality Management (TKY), Hotel administrations, Quality
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Ing, Phang Grace, Ng Zheng Lin, Ming Xu, and Ramayah Thurasamy. "Customer loyalty in Sabah full service restaurant." Asia Pacific Journal of Marketing and Logistics 32, no. 7 (2019): 1407–29. http://dx.doi.org/10.1108/apjml-07-2019-0437.
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Purpose Loyal customers are committed to repeat patronage, make business referrals and provide publicity for the business. However, rising customer expectations and price consciousness, advancement of technology, lack of product differentiation and consumer choices have posted more challenges for customer retention. The purpose of this paper is to examine the relationships between transaction specific characteristics (i.e. food quality, service quality, atmosphere, convenience and price perception), customer satisfaction and customer loyalty (behavioral and attitudinal loyalties) in the context of Sabah full-service restaurant. The mediating effect of customer satisfaction and moderating effect of customer innovativeness were also tested. Design/methodology/approach A total of 225 valid questionnaires was collected via purposive sampling method and analyzed using Smart-PLS software 3.0. Findings All transaction specific characteristics have positive influences on customer satisfaction with price perception as the strongest predictor. Satisfaction had stronger effect on behavioral loyalty as compared to attitudinal loyalty. The mediating effects of customer satisfaction were only found in some of the relationships. None of the moderating effects of customer innovativeness was significant. Originality/value Utilizing the value-percept theory and transaction specific model which combine the evaluations of service and product elements of the full-service restaurant, this study contributed to the better understanding of the relationships between transaction specific characteristics, customer satisfaction and customer loyalty. The examination of both attitudinal and behavioral loyalties provided valuable insights to practitioners and researchers in understanding full-service restaurant consumers’ repatronage intention, intention to spread positive words-of-mouth (WoM) and commitment.
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Etemad-Sajadi, Reza, and Laura Bohrer. "The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry." Tourism and Hospitality Research 19, no. 2 (2017): 259–66. http://dx.doi.org/10.1177/1467358417743080.
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The purpose of this research is to identify the impact of airline passengers’ perception of service recovery output/process on their satisfaction and loyalty. We want to identify the direct and indirect effects of service recovery on airline passenger loyalty by distinguishing the output and the process of the service recovery. A questionnaire was distributed to airline passengers who had a problem during their last airline flight. As we had several latent variables, we used partial least squares, a variance-based structural equation modeling method. As findings, we observed that in general, clients were not satisfied with the way that the service has been recovered. The most frequent reason for complaining was a problem due to flight delay, followed by a problem with the baggage, overbooking, and flight cancellation. Nevertheless, the findings reveal the positive impact of service recovery’s output/process qualities on customer satisfaction and customer loyalty. The output quality of service recovery is the most relevant.
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Popinako, Ekaterina, Kirill Zlokazov, and Valeriy Sitnikov. "Influence of representation of social space on psychological adaptation to police service." Applied psychology and pedagogy 6, no. 3 (2021): 1–14. http://dx.doi.org/10.12737/2500-0543-2021-6-3-1-14.
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The article studies police officers' perceptions of other people, analyzes the change in these perceptions during adaptation to service during on the period of training for the profession of "Policeman". The article described the influence of perceptions of social space on adaptation in officers first hired into the internal affairs service. In addition, the influence of this perception on the prospects of service in the police was studied. 
 The method of collecting information was a standardized self-report, studying the qualities and properties of the representation of the social space. The study involved 219 police officers. 
 As a result, it was found that at the beginning of professional training employees who plan to continue their service in police are characterized by a wider range of social interaction, which remains throughout the training. These employees feel support from different social groups. Employees who are not motivated to continue their professional activities in police have no changes in the representation of the properties of social interaction, but by the end of training there is an increase in the quality of interaction, consisting in the manifestation of a more responsible attitude to the close social environment. These employees perceive the social space as impeding and hindering further professional development. The analysis of qualities and properties of employees' social space in the future can contribute to the improvement of psychological work on adaptation of employees to the conditions of educational and service activity during the period of professional training.
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Petrosyan, L. S. "PERCEPTION OF MANAGER’S IMAGE IN THE SPHERE OF HOTEL SERVICE OF THE REPUBLIC OF ARMENIA AND THE REPUBLIC OF ARTSAKH." Vestnik Universiteta, no. 9 (October 26, 2019): 196–200. http://dx.doi.org/10.26425/1816-4277-2019-9-196-200.
Full textAbstract:
Some definitions of image, its essence, quality, providing success of performance of work or interfering professional activity of the manager have been considered. The results of an empirical research of a manager’s positive image perception by consumers in the sphere of hotel service of the Republic of Armenia and the Republic of Artsakh have been analyzed. Also, on the basis of a theoretical analysis of the definitions of the “image” concept, the main approaches to its study, methods, mechanisms, functions and socio-psychological components, the definition of the manager’s image in the in the sphere of hotel service as an attractive image has been formulated, including the image of I, manifesting in certain business, personal qualities and external characteristics, in the continuous development of self-actualization and achievement motivation.