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1
Meshal Saeed S, Alshahrani, Alshahrani Bander Sayaf Z, and Alshahrani Ahmed Saeed A. "Does customer service matter? A customer perception of bank services in Islamic countries." International Journal Of Innovation And Economic Development 1, no. 2 (2015): 29–38. http://dx.doi.org/10.18775/ijied.1849-7551-7020.2015.12.2004.
Анотація:
This paper aims to explore the possible usefulness of a combined multi-attribute and SERVQUAL service quality model in analyzing how bank customers perceive service quality. Using a survey, the authors measured how customers in one region in a major Saudi Arabia bank perceived service quality. Responses were analyzed with reference to both multi-attribute service quality and SERVQUAL models. The combined model seems to provide some guidance regarding how bank customers perceive service quality. The finding of several items reveals that customers are difficult to please. However, substantial heterogeneity exists in customer perceptions of the service quality items investigated. This exploratory study examines only one bank in specific region in Saudi Arabia, implying a need for additional research applying this combined model and other methods to investigate banking segment. The noticeable spread in conceptions of service quality items suggests that bank managers and personal bankers may benefit from co-creating services with customers. Banks are considered as intermediates on financial markets. Therefore, improved and customized service quality could make customers inclined to invest their resources in ways that promote economic growth. In addition to traditional measurement models, the SERVQUAL may contribute to service quality assessment in private banking.
2
Famiyeh, Samuel, Amoako Kwarteng, and Disraeli Asante-Darko. "Service quality, customer satisfaction and loyalty in automobile maintenance services." Journal of Quality in Maintenance Engineering 24, no. 3 (August 13, 2018): 262–79. http://dx.doi.org/10.1108/jqme-10-2016-0056.
Анотація:
Purpose The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further moderation analysis based on the number of years of dealing with the mechanic was conducted. Findings The result indicates empathy, assurance, responsiveness and tangibles have a significant positive relationship with customer satisfactions. However, the reliability of the mechanic has no significant positive relationship with the satisfaction of customers. The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty. The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty. The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic. Research limitations/implications There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner. The appearance of the workshop, equipment and directions are also very important to customers. It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal. Practical implications The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery. It is, therefore, important for mechanics to consistently provide personal attention, attend to customers in a friendly manner, deliver cars after services, provide information to customers when extra repairs are required and should take the time to explain issues to customers. In addition, it is important for mechanics to screen and employ very courteous employees who can tell customers exactly the kind of services needed as well as communicate effectively on the risks of repairs. Prompt services also seem to be the key to the satisfaction of customers. Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment. This is one of the few research works investigating the issue of service quality, customer satisfaction and customer loyalty in automobile services using data from the sub-Saharan African environment.
3
Festus Awara, Nsobiari, Joseph Amaechi Anyadighibe, and Frederick Offiong Bassey. "Service Quality and Customer Satisfaction of Banking Services in Nigeria." African Journal of Business and Economic Research 17, no. 4 (December 6, 2022): 261–81. http://dx.doi.org/10.31920/1750-4562/2022/v17n4a12.
Анотація:
A proper understanding of the high demands and sophisticated changes in customers’ needs in developing economies has made the study of service quality imperative in this 21st century banking operations. This study focused on the effect of service quality on customer satisfaction of banking services in developing economies, such as Nigeria. The research designs for this study were cross-sectional survey and phenomenological research. Topman formula was used to derive the sample size of 947 customers of commercial banks that participated in the study. Data were obtained from the questionnaire. Standard multiple regression analysis was employed for data analysis. Findings from the study revealed that there is a significant joint effect of service quality factors (service attractiveness, customer friendliness, bank automation effectiveness and safe transactions) on customer satisfaction. The study concluded that attractive services, customer friendliness, effective bank automation services, and safe transactions to customers are potentials for business re-engineering in organisations, especially in the banking sector.
4
Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
Анотація:
<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
5
Tuyet, Cao Thi Anh, and Bui Thi Tu Quyen. "People's satisfaction when using importation services at Hanoi center for Disease Control in 2021." Journal of Health and Development Studies 06, no. 05 (October 30, 2022): 60–67. http://dx.doi.org/10.38148/jhds.0605skpt21-097.
Анотація:
Objective : Describe customer satisfaction when using vaccination services at Hanoi Center for Disease Control in 2021. Methods: Cross-sectional description of more than 300 customers using vaccination services at Hanoi Center for Disease Control. Main findings: Overall satisfaction rate of customers using vaccination services of Immunization Department accounted for 97.7%; The services of the Immunization Department meet an average of 95.5% of the customer's expectations. 99% of the interviewees will definitely come back and/or recommend to others. Conclusions: This study has stated customer satisfaction according to each group of factors. From there, the Center can offer appropriate solutions and policies to maintain and increase customer satisfaction with vaccination services. Keywords: Satisfaction, vaccination services, Hanoi Center for Disease Control
6
Sharma, Nikhil, Himanshi, Manish Singh, and Manjula Shanbhog. "Bank Services Analysis." BOHR International Journal of Finance and Market Research 1, no. 1 (2020): 21–23. http://dx.doi.org/10.54646/bijfmr.004.
Анотація:
Banking system occupies an important place in Indian economy. It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
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Eaint, Ma. "An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar." Suranaree Journal of Social Science 18, no. 1 (November 14, 2022): 1–18. http://dx.doi.org/10.55766/fbuy4386.
Анотація:
The purpose of this study is to understand the relationship between e-service quality and customer satisfaction, the trust and revisit intentions toward potential businesses, for Online Food Delivery services in Yangon, Myanmar. This study assesses e-service quality to examine its influence on customer satisfaction and trust. Also, the study explores the relationship between customer satisfaction, and trust and revisit intentions towards Online Food Delivery services. Regression analysis was used to find the relationship between the variables. The findings reveal that Fulfillment (FUL) has the strongest influence on customer satisfaction and that Contact (CON) is the strongest predictor of customer trust. Likewise, customer’s satisfaction and trust have a positive relationship with customer intention to visit Online Food Delivery services again. Therefore, online food delivery service providers should focus on fulfilling customer satisfaction by providing a user-friendly app. Also, they should improve customer service and ensure customers’ needs are fulfilled in order to increase customer satisfaction. Finally, they should focus on trust which leads to customers revisiting the service.
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Li, Chengzhang, Minghui Jiang, and Xuchuan Yuan. "MANAGING PRICE AND SERVICE RATE IN CUSTOMER-INTENSIVE SERVICES UNDER SOCIAL INTERACTIONS." Journal of Business Economics and Management 20, no. 5 (July 12, 2019): 878–96. http://dx.doi.org/10.3846/jbem.2019.10452.
Анотація:
This paper investigates the price and service rate decisions in a customer-intensive service in an M/M/1 queue system under the influence of social interactions, where a higher value of the service is perceived if more customers purchase the service. The customer-intensive nature of the service requires a low service speed to maintain its quality, which may increase the congestion of the system. Two cases where customers are either homogeneous or heterogeneous in terms of the customer intensity are considered. It is found that social interactions can always benefit the service provider as more expected revenue can be achieved, and potential profits would be lost if the influence of social interactions is ignored. For the case with heterogeneous customers, the optimal price and service rate decisions are solved with or without considering social interaction effect. The study finds the proportions of high and low sensitive customers and the social interaction intensity are critical to the operational decisions and the market coverage strategies. These results offer a better understanding on the interplay between the quality-speed conundrum and the influence of social interactions in customers’ purchase behaviour in managing customer-intensive services.
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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 4 (December 31, 2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.
Анотація:
<p>This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the supply chain, within which LSPs adapted their processes to the activities of their customers. The research results present the degree of customer activity in supply chains.</p><p><strong>Theoretical background:</strong> Customer activity in logistics services is mainly understood as part of interaction with providers. This study goes beyond this view by focusing on the independent activity of the customer in solutions related to transport, storage and the management of logistics services.</p><p><strong>Purpose of the article:</strong> The purpose of the article was to review concepts of customer activity in services offered by LSPs in food-sector supply chains; customer activity was characterised and applied in exploratory research.</p><p><strong>Research methods:</strong> A literature review, comparison of groups of customers, and a direct diagnostic survey method were all used.</p><p><strong>Main findings:</strong> The perspective of customer activity predominating among customers allows LSPs to pursue different activities on behalf of different groups of customers. This article contributes to research on logistics services while focusing on the concept of customer activity.</p>
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Amorim, Marlene, Maria João Rosa, and Sandra Santos. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services." Organizacija 47, no. 3 (August 22, 2014): 166–75. http://dx.doi.org/10.2478/orga-2014-0015.
Анотація:
AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (June 30, 2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.
Анотація:
Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitable. This study was focusing towards the ―New Innovation of Airtel and its success in the Market‖. The researcher would like to conclude the study by re-emphasizing for the proper service to the customer after the sales is been made, and even the cost of the internet is also not reasonable.
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Sarkar Sengupta, Aditi, and Sreejesh S. Pillai. "Impact of other customers on service quality evaluation and revisit intention in hospitality services." International Journal of Culture, Tourism and Hospitality Research 11, no. 2 (June 5, 2017): 182–92. http://dx.doi.org/10.1108/ijcthr-08-2015-0090.
Анотація:
Purpose The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU). Design/methodology/approach A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses. Findings Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU. Originality/value This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”
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Suhendra, Asep Dony. "Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang." Jurnal Studi Manajemen dan Bisnis 5, no. 1 (January 31, 2020): 56–63. http://dx.doi.org/10.21107/jsmb.v5i1.6618.
Анотація:
Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .
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Masoud, Emad Yusuf. "The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE." Transnational Marketing Journal 8, no. 1 (April 6, 2020): 75–94. http://dx.doi.org/10.33182/tmj.v8i1.846.
Анотація:
This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.
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Sukmawan, Rio, and Zulganef Zulganef. "The Influence Of Insurance Service Reputation, Customer Relationship Management, And Price Attractiveness On Insurance Service Customer Customer Experience: A Literature Review." International Journal of Business, Economics, and Social Development 4, no. 1 (February 2, 2023): 32–37. http://dx.doi.org/10.46336/ijbesd.v4i1.366.
Анотація:
In the service industry, a positive company reputation will influence customers' decisions to choose that business for their insurance needs. This reputation is systematically built by upholding the importance of responsibility and engaging in open dialogue with clients to foster a sense of client loyalty to insurance services. Customer loyalty is significantly influenced by customer relationship management. The most crucial thing for management to do is to uphold trust and service standards so that clients are satisfied with the products and services the business offers. Price is not only significant to customer service but also a key indicator of service quality. Client experience can influence a customer's trust in a company. The purpose of this literature review is to provide an overview of previous research on the impact of insurance service reputation, customer relationship management, and price attractiveness on insurance service customers' experiences. The method used is a literature review, which is a study that collects, comprehends, analyzes, and then concludes national and international journals. The findings of this literature review show that there is a relationship between customer loyalty and customer experience and the reputation of insurance services. Additionally, there is a relationship between customer relationship management and price attractiveness on customer loyalty and customer experience.
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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (October 2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.
Анотація:
Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.
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Hapsari, Indri, and Murini Murini. "Pengaruh Kualitas Pelayanan, Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah PT Bank Syariah Mandiri Kendari." Jurnal Ilmu Manajemen Sosial Humaniora (JIMSH) 4, no. 2 (October 7, 2022): 88–95. http://dx.doi.org/10.51454/jimsh.v4i2.699.
Анотація:
BSM Customers in Kendari Branch searched, select and use the entire services of a bank if the quality of the bank's services is able to meet the customer's needs. However, this is not enough for customers if the value of the benefits of banking products offered is not in accordance with the perception of the applicable customer value. In this case the better the quality of service, trust and customer satisfaction, the higher the customer's loyalty at PT Bank Syariah Mandiri Kendari Branch. The purpose of this study is to analyze and determine the influence of service quality, trust and customer satisfaction with customer loyalty at PT Bank Syariah Mandiri Kendari Branch. The method used in this study is in the form of primary data and secondary data that are qualitative and quantitative using multiple linear regression analysis software with the help of SPSS 16. The results show that simultaneously (together) between service quality, trust and customer satisfaction there is an influence Against customer loyalty at PT Bank Syariah Mandiri Kendari Branch while partially that the quality of service, trust and customer satisfaction there is an influence on customer loyalty at PT Bank Syariah Mandiri Kendari Branch
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Mandal, Pratap Chandra. "Services and Their New Realities." International Journal of Service Science, Management, Engineering, and Technology 12, no. 5 (September 2021): 1–13. http://dx.doi.org/10.4018/ijssmet.2021090101.
Анотація:
Companies providing services operate in a dynamic business environments. They require understanding and appreciating the new service realities. They should devise and implement appropriate strategies to sustain the competition. The objective of the study is to analyze the strategies. New service realities include shifting customer relationships, customer empowerment, and customer co-creation. The study aims at a conceptual analysis of the literature. Service companies require satisfying both customers and employees to remain competitive. Companies should aim to prevent service failures from occurring, rectify service failures once they have occurred to the satisfaction of customers, involve employees at each stage, and ensure that employee enthusiasm and motivation are high. Findings of the study suggest that proper understanding of the new service realities will allow companies to develop strategies, implement the strategies, and execute the strategies effectively. All such initiatives provide a direction for service companies to excel, delight their customers, and build long-term customer relationships.
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Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (May 31, 2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.
Анотація:
As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.
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Firdaus Adrutdin, Khairul, Azlan Ali, Sallaudin Hassan, Jimisiah Jaafar, Nur Syafiqah A Rahim, and Muhammad Imran Qureshi. "The Relationship between Knowledge for Customer and Service Quality on Customer Satisfaction: A Study on UniKL MITEC Student Services." International Journal of Engineering & Technology 7, no. 2.29 (May 22, 2018): 69. http://dx.doi.org/10.14419/ijet.v7i2.29.13132.
Анотація:
Knowledge for customer roles (KC) in student services is essentially very much important since the linkage of knowledge creation, sharing, dissemination and acquisition would be the value created for the customers. One of the important elements of customer knowledge (CK) is knowledge for customer roles (KC) and it reflects on how the process of knowledge transfer and exchange are conducted for the benefits of customer satisfaction (CS). This study aims to discuss on the relationship of knowledge for customer roles (KC) and service quality dimensions (SQ) on customer satisfaction (CS) in student services environment. In depth study on the customer knowledge (CK) dimension will be conducted in order to identify the level of knowledge of customers on student services and how the process of knowledge transfer and exchange are taking place. The study of service quality dimensions (SQ) in the student services is also conducted in order to identify the element of knowledge transfer and exchange that resides in the service quality RATER dimensions and how it relates to the knowledge for customer roles (KC) and customer satisfaction (CS). In conclusion, the construct of knowledge for customer roles (KC) relationship with the service quality dimensions (SQ) and customer satisfaction (CS) is critically assessed and the empirical studies are to be examined so as to assess on the obtained relationships.
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Alkibsi, Sharaf, and Mary Lind. "Service Quality Dimensions Within Technology-Based Banking Services." International Journal of Strategic Information Technology and Applications 2, no. 3 (July 2011): 36–83. http://dx.doi.org/10.4018/jsita.2011070104.
Анотація:
Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.
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Kumar, Pushpender, and Anupreet Kaur Mokha. "Electronic Customer Relationship Management (E-CRM) and Customer Loyalty." International Journal of E-Business Research 18, no. 1 (January 2022): 1–22. http://dx.doi.org/10.4018/ijebr.293292.
Анотація:
This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.
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Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira, and Nancy V. Wünderlich. "Understanding the customer experience with smart services." Journal of Service Management 31, no. 4 (July 6, 2020): 723–44. http://dx.doi.org/10.1108/josm-11-2019-0349.
Анотація:
PurposeThis article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience.Design/methodology/approachThis study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers.FindingsThe findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead.Originality/valueSmart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.
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Izogo, Ernest Emeka, and Ike-Elechi Ogba. "Service quality, customer satisfaction and loyalty in automobile repair services sector." International Journal of Quality & Reliability Management 32, no. 3 (March 2, 2015): 250–69. http://dx.doi.org/10.1108/ijqrm-05-2013-0075.
Анотація:
Purpose – The purpose of this study is to explore the dimensional structure of the SERVQUAL scale within non-western service setting as well as the impact of service quality dimensions on customer satisfaction and loyalty. Design/methodology/approach – A quantitative approach was employed, using 32-item, seven-point Likert-scaled questionnaire administered to 384 participants with 55.99 per cent usable response rate. Data were analysed using exploratory factor analysis, Cronbach’s internal consistency and γ test to, respectively, measure scale suitability, usability and strength/direction of association. Findings – The outcome from the study was the reduction of the 32 items to 26 scale items with 0.929 total α score. Further outcomes show that service quality dimensions are significant predictors of customer satisfaction and loyalty with the commitment dimension accounting for the highest degree of this impact. Research limitations/implications – Findings failed to corroborate past research as it was established that distinct efforts to measure customer satisfaction and loyalty within non-western service contexts proved to be less useful. However, outcomes cannot be generalized and as such, the modified scale that emerged from this research should receive more rigorous tests in other emerging services contexts. Practical implications – Automobile repair services firms within Ebonyi State will be better placed in their strategic responses to customer loyalty if they boost customers’ satisfaction through excellent service quality improvement actions. Social implications – The best way to enhance the welfare of the consumers of automobile repair services in Ebonyi State is by improving the empathy, tangibles, responsiveness, reliability and commitment dimensions of service quality. Originality/value – The paper demonstrates that the commitment dimension of service quality emerged as the most significant predictor of customer satisfaction and loyalty. The research also demonstrates that satisfied customers will definitely be loyal because a distinct effort to measure customer satisfaction and loyalty was found to be less useful.
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Ngamvichaikit, Anothai, and Rian Beise-Zee. "Customer preference for decision authority in credence services." Managing Service Quality 24, no. 3 (May 6, 2014): 274–99. http://dx.doi.org/10.1108/msq-03-2013-0033.
Анотація:
Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study but should be further studied. Practical implications – The study confirms that offering decision authority to customers increases satisfaction only under certain circumstances. Customers are willing to relinquish authority to credible service providers who then direct customer decisions in order to maintain service quality. Offering decision autonomy to customers is suggested when provider credibility is low and customer persuasion knowledge is high. Originality/value – Analysis of credence service encounters is based on agency theory. Specifically, this study highlights the role of customer (principal) persuasion knowledge, which acts as a qualifier for the principal-agent problem because it alerts the customer to possible persuasion attempts by the service provider, whereas agent credibility eases customer suspicion.
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Pawennari, Andi, Irma Nur Afiah, Verawati Verawati, Muhammad Nusran, and Muhammad Fakhri Arham. "ANALISIS KUALITAS LAYANAN BANK SYARIAH DENGAN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) DI MAKASSAR." International Journal Mathla’ul Anwar of Halal Issues 1, no. 2 (September 10, 2021): 11–17. http://dx.doi.org/10.30653/ijma.202112.17.
Анотація:
The development of Islamic banking in the face of a highly competitive business environment in order to stay afloat is by developing customer service well, where the customer's perception of a quality becomes a benchmark for each agency or company. Bank Sulselbar branch of sharia located in Makassar is engaged in providing services to the community so that they are very concerned about comfort and service to the community. Through the Serquel method and Importance Performance Analysis we can find out the quality of service and handling complaints against customer loyalty through consumer satisfaction.Based on the results of the study with the Importance Performance Analysis method, most of the attributes are negative. Based on the analysis, there are 10 attributes that satisfy the user that the company must maintain so that it can maintain customer loyalty, that is; assist customers in conducting transactions, help customers who experience difficulties without being asked for help, provide fast service to customers when making transactions, be responsive in meeting customer needs in transactions, have good knowledge of types of banking services and products, always prioritizing hospitality in providing services to customers, always prioritizing politeness in providing services to customers, being a trusted place in saving money, always being kept clean and comfortable and always looking neat and polite. Conclusion of this research is that the performance of company must be maintained so that it can maintain customer loyalty.
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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.
Анотація:
This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.
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S, Vijayanand, and Logesh Kumar S. "Analyzing the Impact of Service Quality on Satisfaction in E-Banking Services- An Empirical Study." KINERJA 25, no. 2 (September 20, 2021): 270–86. http://dx.doi.org/10.24002/kinerja.v25i2.4593.
Анотація:
Customer satisfaction is now taking as a core issue in all the service oriented sectors and especially, banking institutions have considered this as a base point due to heavy competition and proffering higher services through digital and electronic mode. Even though they have offered better service, satisfaction level towards these E-banking services among the customers is not dynamic because of not having adequate knowledge among them in using these services which clearly reflected the under usage of customer knowledge management by the banking authorities. Taking into consideration, this study focusing the effect of E-Banking Services on customer satisfaction particularly in Public sector Banks of India through 667 customers selected through simple random sampling technique by getting the opinion through self administered questionnaire. Tools like Confirmatory Factor Analysis (CFA), Percentage Analysis, Karl Pearson’s Correlation, Multiple Regression Analysis, Comparing mean test were carried out and the result revealed that there existed a positive association between the factors under E-Banking Services and demographic variables too with the Customer Satisfaction and all factors were highlighted as a forecaster for Satisfaction.
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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (October 9, 2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.
Анотація:
Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to supplement the extant discussion on customer units and ecosystems. Findings Secondary customers are exposed to secondary vulnerability and their well-being is affected by the services provided primarily to their loved ones. The most recurring needs of secondary customers concern psychosocial support, communication and information and cultural sensitivity. Practical implications New perspectives on understanding the “customer” concept in an extended sense. This assists in supporting the customers’ dynamic activities and processes within the customer ecosystems. To address care service customers’ loved ones’ vulnerabilities and needs and to support their well-being, they should also be recognised as customers – “secondary customers” – with patients being the “primary customers”. Social implications The results are especially relevant when considering services’ influences on vulnerable customers’ ecosystems and on individuals within them. It is important to recognise that beyond a vulnerable customer, several secondary customers may be exposed to secondary vulnerability, needing support. Originality/value The paper is apparently the first to connect the constructs “primary” and “secondary customer” and customer vulnerability to the customer ecosystem discussion. Also, essential future research questions are provided.
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Li, Minglong, and Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior." International Journal of Contemporary Hospitality Management 30, no. 4 (April 9, 2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.
Анотація:
Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee innovative behavior and then tested the hypotheses in a restaurant context. Design/methodology/approach A total of 514 valid questionnaires were collected from frontline employees or entry-level managers in 25 well-known restaurants (including 14 hotels and 11 freestanding restaurants) in Beijing, China. The relationships among customer participation, interpersonal trust and employee innovative behavior were examined using structural models analyzed in AMOS 20.0. Findings The structural equation modeling results indicate that customers’ information and emotional participation in services significantly influence the innovative behavior of employees, whereas behavioral participation does not. In addition, a high level of interpersonal trust between customers and employees may increase employee innovative behaviors. Moreover, unlike cognitive trust, affective trust mediates the relationship between customer information or emotional participation and employee innovative behavior. Practical implications Findings indicate that service firms can encourage customers to participate actively in service co-creation; their participation in terms of information is encouraged to foster employee innovative behaviors by training employees and establishing an appropriate climate for information exchange. Moreover, service firms must pay attention to the emotions of customers during the service processes. Furthermore, the affective trust between customers and employees is significant to service firms, which need to take measures for employees to manage their relationships with customers well. Originality/value Based on the concepts of service marketing and organizational behavior, this study contributes to the research on customer–employee co-production and employee innovative behavior from an interdisciplinary perspective. The study reveals the influencing mechanism of customer participation on employee innovative behavior and contributes to the research on customer–employee interpersonal trust. Previous studies emphasized the importance of trust among work group members in innovation, while this study supports the association between customer–employee interpersonal trust and employee innovative behaviors.
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Ahmed, Irfan, Shahid Mahmood ., and Umar Farooq . "Determinant Attributes of Customer Choice of Banks, Supplying Mortgage Products." Journal of Economics and Behavioral Studies 4, no. 5 (May 15, 2012): 287–96. http://dx.doi.org/10.22610/jebs.v4i5.329.
Анотація:
The present study focuses on finding out the main attributes that determine the customer’s choice of bank for supplying the mortgage products. The data has been gathered through questionnaires from 400 customers using mortgage products of different banks. Reviewing the literature four variable are taken for study to determine the dependent variable customer choice of banks using mortgage products and they include cost of bank, quality of services, confidence of customer in bank and convenience of customer using mortgage product. Results were analyzed using ordinary least square (OLS) regression and correlation techniques and findings of the data have been tested which appeared as significant statistically. The results indicated that choice of customers for the mortgage product depends on all the independent variables like quality of services, cost of mortgage product, confidence level of customers build by the bank and convenience of the customers. Further analysis can be done on exploring more independent variables, which are important for customers in choosing a bank providing mortgage products.
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Ramadhany, Aris, and Supriyono Supriyono. "Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada AP Garage (Bengkel Cat & Custom)." Ekonomis: Journal of Economics and Business 6, no. 1 (March 24, 2022): 199. http://dx.doi.org/10.33087/ekonomis.v6i1.511.
Анотація:
This study aims to analyze and examine the effect of trust and customer satisfaction on customer loyalty at AP Garage (Paint & Custom Workshop). The population of this research is AP Garage (Paint & Custom Workshop) customers who have used the services of AP Garage (Paint & Custom Workshop) at least twice. The sample of this study was determined using non-probability sampling so as to produce 50 respondents. The results in this study indicate that trust contributes positively to AP Garage's customer loyalty, the higher the customer's trust in a service, the higher the level of customer loyalty to the service. For customer satisfaction, it is known to contribute positively to customer loyalty. If the customer is satisfied, the customer will not move to another place and will not be reluctant to take advantage of the services that have satisfied him.
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Skaarup, Sean, and Carolan Mclarney. "How Does Offshore Outsourcing of Customer Services Affect Customer Satisfaction." International Journal of Strategic Decision Sciences 9, no. 4 (October 2018): 32–46. http://dx.doi.org/10.4018/ijsds.2018100103.
Анотація:
As national boundaries and cultural lines continue to blend together, the success of a modern business enterprise has increasingly depended on a global network of stakeholders. To remain sustainable, multinational enterprises (MNEs) seek any competitive advantage that strengthens their brand, improves efficiency, increases profitability, or lowers costs. Considering all available options and committing to perpetual value creation is not just good business sense, it is fundamental to survival. Driving up shareholder value is the result of a culmination of business decisions to meet the expectations of one important stakeholder, the customer. Customers are consumers, and despite significant differences in needs, tastes, and preferences, common denominators are an appreciation for value and transaction benefits that exceed opportunity costs. How effectively a business meets or exceeds a customer's expectations will directly impact their overall satisfaction. Customer satisfaction is sensitive to a wide variety of factors, and how a company addresses them will ultimately determine their success, longevity, and positioning amongst industry peers.
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Taheri, Babak, Filipe J. Coelho, Carlos M. P. Sousa, and Heiner Evanschitzky. "Mood regulation, customer participation, and customer value creation in hospitality services." International Journal of Contemporary Hospitality Management 29, no. 12 (December 11, 2017): 3063–81. http://dx.doi.org/10.1108/ijchm-07-2016-0389.
Анотація:
Purpose Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to assess the link between mood-regulatory processes and customer participation in value creation. Design/methodology/approach This study develops a model that relates mood-regulatory processes to customer participation and customer value creation, and tests it with a sample of 419 hotel customers, using partial least squares estimation. Findings It is found that mood clarity relates directly with customer relational value; mood monitoring relates directly with customer participation as well as directly and indirectly with customer economic and relational value; and mood repair relates directly with customer participation and customer economic value, as well as indirectly with customer economic and relational value. Research limitations/implications This is a cross-sectional study limited only to hotels in Iran. This is the first study to evaluate the relationship between mood regulation with customer participation and value creation. Hospitality service organizations interested in promoting customer participation may consider mood as a segmentation criterion. Originality/value Value creation theory was applied to identify the relationship among customer mood regulation, participation, economic value and relational value, as it is first attempted in the hospitality studies.
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Tuli, Kapil R., Ajay K. Kohli, and Sundar G. Bharadwaj. "Rethinking Customer Solutions: From Product Bundles to Relational Processes." Journal of Marketing 71, no. 3 (July 2007): 1–17. http://dx.doi.org/10.1509/jmkg.71.3.001.
Анотація:
This study draws on depth interviews with 49 managers in customer firms and 55 managers in supplier firms and on discussions with 21 managers in two focus groups to propose a new way of thinking about customer solutions. Extant literature and suppliers interviewed for this study view a solution as a customized and integrated combination of goods and services for meeting a customer's business needs. In contrast, customers view a solution as a set of customer–supplier relational processes comprising (1) customer requirements definition, (2) customization and integration of goods and/or services and (3) their deployment, and (4) postdeployment customer support, all of which are aimed at meeting customers' business needs. The relational process view can help suppliers deliver more effective solutions at profitable prices. In addition, field research suggests that the effectiveness of a solution depends not only on supplier variables but also on several customer variables. Supplier variables include contingent hierarchy, documentation emphasis, incentive externality, customer interactor stability, and process articulation. Customer variables include adaptiveness to supplier offerings and political and operational counseling that a customer provides to a supplier. Several of these variables underscore the importance of suppliers developing social capital with customers. The authors discuss implications for solution suppliers and identify areas for further research.
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Moliner-Tena, Miguel Angel, Diego Monferrer-Tirado, and Marta Estrada-Guillén. "Customer engagement, non-transactional behaviors and experience in services." International Journal of Bank Marketing 37, no. 3 (May 7, 2019): 730–54. http://dx.doi.org/10.1108/ijbm-04-2018-0107.
Анотація:
Purpose The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty). Design/methodology/approach To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks. Findings Results confirm bank customer engagement as the mediating variable between customer experience outcomes and non-transactional behaviors. Practical implications Banks should design physical spaces with an atmosphere that will have a positive impact on their customers, and pay particular attention to interactions with contact personnel and other customers present at that moment of truth. The new concept of the branch now being introduced looks to the future, transforming it into a place to attend to and advise customers, and designed to encourage and facilitate a more personal and enduring relationship. This transformation includes longer opening hours and a concept that appears to draw from the store model. Its design is more accessible, more agile, more welcoming and more digital, conceived to attract the customer’s attention from the first moment. Originality/value The contribution of this research is related to the analysis from a theoretical and empirical perspective of the mediating impact of customer engagement between customer experience outcomes (satisfaction and emotions during the service) and non-transactional behaviors (advocacy and attitudinal loyalty).
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Xie, Lishan, Dongmei Li, and Hean Tat Keh. "Customer participation and well-being: the roles of service experience, customer empowerment and social support." Journal of Service Theory and Practice 30, no. 6 (September 25, 2020): 557–84. http://dx.doi.org/10.1108/jstp-11-2019-0228.
Анотація:
PurposeThis research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support.Design/methodology/approachIn the contexts of wedding (n = 623) and tourism services (n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses.FindingsCustomer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderated by customer empowerment and social support. Specifically, customer empowerment negatively moderated the relationship between customer participation and their service experience for both services. In addition, the moderating effect of social support on the relationship between customer participation and service experience was positive for the wedding service but negative for the tourism service.Practical implicationsThe findings imply that firms should encourage customer participation to enhance their service experience and well-being. In addition, the firm could judiciously empower customers by adapting to the level of customer participation. Furthermore, depending on the complexity of the service required to produce the expected service outcomes, the firm may encourage the customers to engage their social network for support.Originality/valueThis research uses the service ecosystem perspective to examine the roles of the customer, the firm and the customer's social network in shaping their service experience and well-being for two common and important mental stimulus services, enriching the authors’ understanding on the role mental stimulus services play in enhancing consumers' eudaimonic well-being.
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Eskiler, Ersin, and Furkan Safak. "Effect of Customer Experience Quality on Loyalty in Fitness Services." Physical Culture and Sport. Studies and Research 94, no. 1 (March 1, 2022): 21–34. http://dx.doi.org/10.2478/pcssr-2022-0003.
Анотація:
Abstract Customer experience quality is an important and relatively new concept for service businesses in gaining a sustainable competitive advantage. Although the literature on customer experience quality is expanding, there is a gap concerning the antecedent and consequences of customer experience in fitness services. In this context, we tested a model that explains the precursors and implications of customer experience quality in the context of fitness services. This study was based on a non-experimental, depictive, and descriptive design. Within the scope of this study, 287 participants (216 male, 71 female) selected through a convenience sampling technique applied a self-administered questionnaire. Data were analyzed through confirmatory factor analysis and a structural equation model. The findings show that service result quality, customer–employee interaction quality, and customer–customer interaction quality affect customer experience quality, which in turn affects customer loyalty. These results show that improving the service outcome quality results in customers who experience high-quality customer–employee and customer–customer interactions becoming loyal customers.
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Rambocas, Meena, and Surendra Arjoon. "Brand equity in Caribbean financial services: the moderating role of service providers." International Journal of Bank Marketing 38, no. 3 (November 28, 2019): 642–70. http://dx.doi.org/10.1108/ijbm-05-2019-0167.
Анотація:
Purpose The purpose of this paper is to develop an integrated model to represent how service experience (core, employee and service scale), customer satisfaction (transaction-specific and cumulative) and brand affinity influence brand equity in financial services, taking into account the moderating influence of financial service providers. Design/methodology/approach Data were collected from 751 customers in three types of financial service providers (banks, insurance companies and credit unions), and analyzed with structural equation modeling and multi-group analysis. Findings The findings confirm the significant and positive influence of service experience, customer satisfaction and brand affinity on brand equity. Employee service experience has the strongest influence, but its impact is mediated by customer satisfaction. Brand affinity has the lowest influence on brand equity. The type of financial service provider moderates the influence of customer satisfaction on brand equity; transactional satisfaction is more important for credit unions and insurance companies, but cumulative satisfaction is higher for banks. Practical implications The study is significant for three reasons. First, it reconciles branding strategies across different types of financial service providers. Second, it will help financial managers to develop and implement a more integrated approach toward building brand equity for financial service brands. Finally, it will identify specific service-related areas financial providers can target to increase customers’ preferential value. Originality/value The paper addresses previous concerns within brand equity studies by examining the drivers of brand equity formation in multiple financial institutions. It shows how different aspects of service experience and customer satisfaction affect brand affinity and preferential attitudes toward financial brands.
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Manjushree, S. "Customer Preference towards Use of ATM Services." ComFin Research 8, no. 4 (October 1, 2020): 23–27. http://dx.doi.org/10.34293/commerce.v8i4.3290.
Анотація:
Automated teller machines have altered the relationship between banks and their customers and competitive relationships among banks. ATMs are self-service vendor machine it permits customers to do anywhere, anytime banking both the bank and customers stand to gain in several ways. In contrast, ATMs bring down the cost per transaction, increase efficiency by reducing the workload of staff, they help to increase accuracy, speed, save time, money and effort of customers. Thus ATM impacts customer services and leads to better customer satisfaction. They enable the bank to transact more business by offering various services in a cost-effective way on one side and to get more customer satisfaction on the other. To analyze the relationship between demographic variables and preferences to use ATM, a structured questionnaire was used to collect the data from a random sample of 50 customers from a syndicate bank in Bhadravati, percentage analysis and chi-square test are applied for data analysis and interpretation. Finally, it attempts to offer suitable suggestions and conclusions to enhance the awareness of ATMs and other related modern services provided by the banks.
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Dr. R.Renuka, Dr. P. Sakthivel, Dr. N.R.Vembu, Dr. M. Ganesan, and Dr. M. K. Durgamani. "Customer Awareness on Banking Services in Kumbakonam." GIS Business 14, no. 6 (November 26, 2019): 124–32. http://dx.doi.org/10.26643/gis.v14i6.11688.
Анотація:
For the economic development of a country, bank plays an important role. The present era of globalization and liberalization has made the banking industry very competitive by providing various services to the customers. The various services provided by the banks can be utilized by the customers only when they are made aware of these services. The banker and customer have to know about each other. The banker has to know the customers’ needs and in the same way, the customer has to know about the various services offered by the banks. Increased level of awareness among the customers leads to increased preferences. The purpose of this study was to investigate the awareness and satisfaction level of customers towards banking services.
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Msosa, Steven Kayambazinthu, and Jeevarathnam P. Govender. "Exploring the relationship between service quality and customer satisfaction in postal financial services." Risk Governance and Control: Financial Markets and Institutions 5, no. 3 (2015): 186–93. http://dx.doi.org/10.22495/rgcv5i3c2art4.
Анотація:
Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.
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Muslimin, Rahmat Hidayat, Armin Darmawan, Syamsul Bahri, and Amrin Rapi. "Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19." Jurnal Manajemen Industri dan Logistik 6, no. 1 (June 2, 2022): 43–64. http://dx.doi.org/10.30988/jmil.v6i1.968.
Анотація:
Delivery services are going through a transition phase globally due to changes in the market dynamics and growing e-commerce industries. As the delivery services of public logistics organizations have a lasting impact on customer behavior, logistics organizations are using innovative, customer-centric, and cost-effective strategies to offer customers convenient, attractive, and effective service solutions. The current study has been undertaken to analyze the effectiveness of each element of quality services of delivery services. Qualitative and quantitative research approaches were implemented based on a hundred respondents in identifying the critical issues based on the SERVQUAL method, heterogeneous customer satisfaction index (HCSI), and mapping out prioritizing the most critical problem. The study results reveal that customers are susceptible to the responsive, assurance, and empathy dimensions. These three of five dimensions are adversely influencing the satisfaction of customers.
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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (January 25, 2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.
Анотація:
This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy
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Iriadi, Nandang, Priatno Priatno, and Putri Agnes Sulistia. "Analisa Kepuasaan Pelanggan dalam Layanan Jasa Travel and Tour pada PT. Denar Pesona Menggunakan Metode Fuzzy Servqual." MATRIK : Jurnal Manajemen, Teknik Informatika dan Rekayasa Komputer 18, no. 2 (May 29, 2019): 192–201. http://dx.doi.org/10.30812/matrik.v18i2.371.
Анотація:
Companies like these services are important to improve the quality of services provided to customers. In this case it is very useful for companies to plan ahead. For this reason, PT. Enchantment Denar has a different way to assess customer satisfaction. In practice, the activity of evaluating the level of customer satisfaction must be done with a good and appropriate method. Fuzzy Servqual method was chosen to assess and rank the level of customer satisfaction. This study aims to determine the level of customer satisfaction with the services of PT. Enchantment Denar and analyze service factors that must be improved and quality improved. The results of the study show that the gap value is negative, it can be said that the services provided by PT. Denar Charm has not satisfied the customer's heart. Then the lowest result of the gap is -0.334 of the empahty variable and the highest result is -1.137 in the responsiveness variable. Therefore PT. Enchantment Denar must further increase the lack of results so that in the future PT. Denar Charm is very good service for the customer.
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Wright, Sarah. "Evolving Customer Services." Editors' Bulletin 8, no. 2-3 (July 2012): 89–92. http://dx.doi.org/10.1080/17521742.2012.754581.
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Liu, Xiao-Yu, Nai-Wen Chi, and Dwayne D. Gremler. "Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects." Journal of Service Research 22, no. 3 (March 17, 2019): 285–300. http://dx.doi.org/10.1177/1094670519835309.
Анотація:
Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers’ emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.
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Jovarauskienė, Donata, and Eglė Gaulė. "Customer Value First: Improving the Customer Experience in Public Services." Public Policy and Administration 21, no. 1 (March 29, 2022): 129–42. http://dx.doi.org/10.5755/j01.ppaa.21.1.29900.
Анотація:
Governments worldwide are increasingly focusing on creating customer value in public services and customer experience management to improve public sector performance and increase citizens’ trust in government. Therefore, recently there has been an increase in scientific literature and case studies analysing different aspects of customer value creation and/or customer experience in public services. Still, the interaction between the two is not clearly disclosed and linked. The purpose of this research is to accentuate the insights arising from research in science and practice, to summarise and systematise the knowledge already created and to perform an empirical study. Applying the methods of researching the content of scientific literature and practical reports, the article reveals the interaction between the value of public services to the customer and the customer experience in services. The aim of this study is to reveal the concept of customer value creation by applying customer experience management in public services. After refining the general theoretical insights of service value creation for the customer, the basics of the need and benefits of their application in the provision of public services as well as the application of the method of value creation for the customer in the provision of public services are analysed. The findings of this research positions the customer value in public services as a subjective phenomenon, i. e., the value is created by customers as it is based on their experiences in the process of service provision. In contrast, service providers create a value creation system for customers, which turns them into the co-creators of that value. Value creation for the customer occurs through the co-production and co-design of public services, where the customer is an active participant in different stages of service provision. Customer needs and expectations are evolving, and public service providers need to be able to recognise and track them and respond to these changes by applying a customer journey approach in the value creation system.
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Indriana, Felicia, Tantri Yanuar Rahmat Syah, and C. S. P. Wekadigunawan. "A SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND WORD OF MOUTH IN HOSPITAL X OUTPATIENT SERVICES." Jurnal Ekonomi dan Manajemen 15, no. 1 (May 5, 2021): 14–25. http://dx.doi.org/10.30650/jem.v15i1.2101.
Анотація:
Customer satisfaction is an important factor that the hospital needs to pay attention to, because satisfied customers will tell their experience of being treated at the hospital, and invite their families and friends to take part in using the hospital's services, or commonly known as word of mouth. Complaints from outpatients at hospital X regarding the length of waiting time and prices provided, is a form of lack of customer satisfaction. The aim of this study is to determine the effect of service quality and price on customer satisfaction, and customer satisfaction with word of mouth. This research is an associative quantitative study, carried out by cross-sectional survey / cross-section of 155 respondents. Data analysis was performed using Structural Equation Modeling (SEM). The results of this study indicate a correlation between service quality and customer satisfaction, a correlation between price and customer satisfaction, and a correlation between customer satisfaction with word of mouth. These findings indicate that by improving the quality of hospital services, and providing appropriate prices, customer satisfaction will increase, which will also contribute to increased word of mouth.
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Soumutul, Mauritz Edo. "Customer Relationship Proneness: Is It Important for Customer Loyalty?" Jurnal Manajemen Teknologi 21, no. 2 (2022): 137–49. http://dx.doi.org/10.12695/jmt.2022.21.2.2.
Анотація:
Abstract. As customer satisfaction and loyalty are crucial elements in increasing company profits, companies must strive to establish good relationships with customers, including in mobile services. Opinions in previous research differ regarding the effect of customer extroversion on satisfaction toward impacting customer loyalty. The present study provides related input and potential solutions. It employs relationship marketing theory with the mediating variable of customer relationship proneness (CRP) added in, testing previous research and ultimately not finding a significant relationship between customer personality (extroversion) and customer satisfaction. Data was obtained via the survey method and structural equation modeling (SEM). The questionnaire serving as the main instrument of data collection is measured by a Likert scale, having been administered to 140 customers of mobile service providers. The findings have practical implications for identifying the effects of personality on customer satisfaction and obtaining customer loyalty in mobile services. This information can better enable mobile service providers to target and retain customers. Keywords: Conscientiousness, extroversion, customer relationship proneness, customer satisfaction, customer loyalty