scholarly journals Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness

2021 ◽  
Author(s):  
Shujing Sun ◽  
Yang Gao ◽  
Huaxia Rui
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Active Service ◽  
Service Intervention

Value cocreation behavior of customers and companies on the Weibo social media platform

2020 ◽  
Vol 48 (3) ◽  
pp. 1-11
Author(s):  
Huiqin Zhang ◽  
Hai Lan ◽  
Xudong Chen
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Customer Value ◽  
Two Dimensions ◽  
Customer Participation ◽  
Citizenship Behavior ◽  
Generation Process ◽  
Social Media Platform ◽  
Value Cocreation ◽  
Media Platform

The Weibo social media platform in China has an important role in the value-generation process between a company and a customer. We investigated the relationship between the service quality provided on a company's Weibo page and the two dimensions of customer value cocreation behavior, namely, participation and citizenship, as well as the moderating effect of collectivism on this relationship. Participants were 354 active users of Weibo. Our findings confirmed that the service quality provided on a company's Weibo page was critical to the generation of customer value cocreation behavior. Further, collectivism moderated this relationship, with higher levels of collectivism strengthening the Weibo page service quality and customer value cocreation behavior relationship. In addition, customer citizenship behavior was positively related to customer perceptions of brand image, whereas customer participation was not. Implications for companies in the Chinese context are discussed.

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

scholarly journals EVALUASI PENGGUNAAN SOSIAL MEDIA FACEBOOK DAN WHATSAPP TERHADAP LAYANAN INFORMASI AKADEMIK

2020 ◽  
Vol 5 (01) ◽  
pp. 34-47
Author(s):  
Cindi Wulandari ◽  
Elmayati Elmayati ◽  
Reka Putria Wati
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Community Service ◽  
Service Process ◽  
Business Faculty ◽  
Teaching Research ◽  
Teachers And Students ◽  
Descriptive Qualitative

Abstract  The problem in this study was, there where no researchs about satisfy level of Facebook and WhatsApp social media user for academic service. This study was refers to SERVQUAL (Service Quality) method in descriptive qualitative by measuring 5 indicators they were tangible,  reability, responsivenes, assurance, and emphaty. This study show that there was an effect between five variables and Facebook and WhatsApp social media user to ward Academic Service Satisfy at Economic and Business Faculty of Bina Insan University Lubuklinggau. The conclusion of this study show that five variables tangible,  reability, responsivenes, assurance, and emphaty was valid and reliable. By measuring Facebook and WhatsApp social media  user satisfy level.  It expected Facebook and WhatsApp social media will be one of connection in developing teaching, research, and community service process between lectures, teachers, and students.    Keywords : facebook and WhatsApp social media, SERVGQUAL (Service Quality) method  

scholarly journals Anteseden Kepuasan Pelanggan terhadap Niat Beli Ulang

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Shafira Fitri Cahyaning Ratri ◽  
Anas Hidayat
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Perceived Usefulness ◽  
Primary Data ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Program Data

This study aims to analyze the antecedents of repurchase intention on Apples smartphones. The population used in this study is the Indonesian people. While the sample taken from this study was 250 respondents. The data used in this research is primary data via google form which is distributed online through social media. The sampling technique used in this study was Convienence Sampling. The data were processed by SEM analysis using the AMOS program. Data variables used in this study consisted of variables of service quality, perceived usefulness, customer satisfaction and repurchase intention. The results of the data analysis conducted indicate that there is a positive and significant influence on service quality variables on perceived usefulness, service quality on customer satisfaction, service quality on repurchase intentions, perceived usefulness on customer satisfaction, perceived usefulness on repurchase intentions and satisfaction. customers against repurchase intentions.

Antecedents of hospital brand image and the relationships with medical tourists’ behavioral intention

2016 ◽  
Vol 10 (4) ◽  
pp. 412-431 ◽  
Author(s):  
Tat Huei Cham ◽  
Yet Mee Lim ◽  
Nai Chiek Aik ◽  
Alexander Guan Meng Tay
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Behavioral Intention ◽  
Word Of Mouth ◽  
Medical Tourism ◽  
Brand Image ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Content Type ◽  
Perceived Service Quality

Purpose Medical tourism is growing rapidly in the recent years in various Asian countries. The success of the hospitals engaged in medical tourism largely depends on their abilities in maintaining the repeating customers and to attract new customers. Hence, the purpose of this study is to examine the impacts of word-of-mouth and social media on hospital brand image. It also attempts to examine the relationships between brand image, perceived service quality, patient satisfaction and behavioral intention. Design/methodology/approach A questionnaire survey was used to collect data from 386 medical tourists to test the proposed model. All the measurement scales adopted in this study were adapted from the existing literature. The data collected in this study were analyzed using both SPSS and structural equation modeling approach via AMOS. Findings The findings from the structural analysis indicated that both word-of-mouth and hospital-generated social media have a significant impact on brand image. Hospital brand image positively influences medical tourists’ perception of service quality, and their perceived service quality is significantly related to their satisfaction, which in turn, leads to their behavioral intention. Originality/value This study is one of the few studies that considers the importance of hospital’s brand image in influencing medical tourists’ perceptions on the quality of healthcare services that they experienced during their medical trips. This research study also raises the significance of word-of-mouth communication and social media that influence hospitals’ brand image, which has been neglected by many studies.

PENGARUH PROMOSI MEDIA SOSIAL DAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN PADA SOSMED CAFE ABDULLAH LUBIS MEDAN

2021 ◽  
pp. 1-15
Author(s):  
Clara Silvina Barus ◽  
Donalson Silalahi
Keyword(s):  
Social Media ◽  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Purchasing Decisions ◽  
Consumer Decisions ◽  
Analysis Technique

Abstract This study aims to determine and explain the effect of social media promotion and service quality on purchasing decisions. To achieve this goal, research was conducted at Social Media Café Abdullah Lubis using 100 people as respondents. Data were collected through questionnaires and the analysis technique used was multiple linear regression analysis. The results showed: First, social media promotion has a positive and significant effect on purchasing decisions. Second, service quality has a positive and significant effect on purchasing decisions. Third, service quality plays a greater role in increasing the sensitivity of consumer purchases when compared to social media promotion. Fourth, consumer characteristics are also important variables in increasing consumer decisions in buying products. Fifth, social media promotion and service quality are able to explain variations in purchasing decisions by 87.7 percent.

Pengaruh Persepsi Dan Sikap Konsumen Terhadap Keputusan Pembelian Pada Minimarket Di Kota Palembang

2020 ◽  
Vol 8 (3) ◽  
pp. 329-340
Author(s):  
Jafrizal Jafrizal
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Product Quality ◽  
Personal Experience ◽  
Family Role

Minimarket  menjadi  pilihan  masyarakat  untuk  memenuhi  kebutuhan sehari-hari.   Hal   ini   disebabkan   karena   minimarket   lebih   dekat   dengan masyarakat luas. Minimarket memiliki karateristik dan strategi yang hampir sama satu dengan yang lainnya terutama Indomaret. Indomaret merupakan jaringan minimarket yang memiliki gerai yang sangat luas. Dalam hitungan tahun, minimarket telah menyebar ke berbagai daerah. Memilih minimarket adalah proses interaksi antara strategi pemasaran pengecer dan karakteristik individual dari pembeli. Konsumen memilih atau membandingkan minimarket yang ingin mereka kunjungi sesuai dengan persepsi mereka. Rumusan masalah penelitian ini adalah (1) Apakah persepsi dan sikap konsumen berpengaruh signifikan terhadap keputusan pembelian pada Minimarket? (2) Diantara  variabel  kualitas  pelayanan  (service  quality),  harga  (price), kualitas  produk  (product  quality),  promosi  (promotion),  pengalaman pribadi (personal experience), peran keluarga (family role), dan media sosial (social media), variabel manakah yang dominan memengaruhi keputusan pembelian pada Minimarket?. Penelitian ini dilaksanakan pada Minimarket yang ada di Kota Palembang khususnya Indomaret dimulai dari bulan Januari hingga Maret 2020. Dalam penelitian ini yang menjadi populasi adalah konsumen yang berbelanja di Minimarket  Indomaret. Hasil penelitian ini menunjukkan bahwa persepsi dan sikap konsumen yang meliputi variabel kualitas pelayanan, harga, kualitas produk, promosi, pengalaman pribadi, peran keluarga dan media sosial secara simultan berpengaruh positif dan signifikan terhadap keputusan pembelian pada minimarket di Kota Palembang. Variabel   independen   (kualitas   pelayanan,   harga,   kualitas   produk, promosi, pengalaman pribadi, peran keluarga dan media sosial) yang secara parsial memiliki pengaruh yang paling dominan terhadap variabel dependen (keputusan pembelian) adalah variabel promosi.

Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

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