scholarly journals Who make customer satisfied in value-cocreating context? A study of tourism and travel industry

2015 ◽  
Vol 18 (4) ◽  
pp. 73-83
Author(s):  
Lien Thi Ngoc Vo ◽  
Thuy Ngoc Pham
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Provider ◽  
Current Paper ◽  
Customer Participation ◽  
Tour Guide ◽  
Resource Advantage Theory ◽  
Travel Industry ◽  
The Impact ◽  
Resource Advantage

Based on resource advantage theory and SDL, value is co-created by both customer and service provider. The question is who make customer satisfied in value co-creating context, provider or customer? To answer this, the current paper develops and tests a model of customer participation behavior, customer oriented behavior and customer satisfaction. Data collection used dyadic method with 1 tour guide and 1 relevant customer. The SEM results show that customer partcipation behavior and customer oriented behavior have possitive effects on customer satisfaction. In which the impact level of customer participation behavior is stronger. Customer participation attitude has strong possitive impact on customer participation behavior. customer oriented behavior did not affect customer participation attitude. Manageral implications were also discussed.

scholarly journals The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste

2021 ◽  
Vol 3 ◽  
pp. 47-53
Author(s):  
Cornelia F. da Costa Ferreira ◽  
Mesis Kana Djo ◽  
Jorge Ribeiro Freitas ◽  
Marcos Taec Abi
Keyword(s):  
Higher Education ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hotel Management ◽  
Education Students ◽  
Data Collection And Analysis ◽  
Timor Leste ◽  
Institute Of Technology ◽  
The Impact

This research aims to test and assess the influence of service quality on customer satisfaction. Students from Hotel Management Department, Dili Institute of Technology (DIT), Timor-Leste were used as research respondents; while data collection and analysis used questionnaires and SMART-PLS 3.1 respectively. The result shows that service quality influence positively and significantly on customer satisfaction. This research can help industries to improve their service quality to raise customer satisfaction, leading to improve their performance.

scholarly journals Analyzing the Impact of Complaints on Customer Satisfaction in the Travel Industry

2022 ◽  
Author(s):  
Youssef Drissi ◽  
Markus Ettl ◽  
Annalisa Gentile ◽  
Scott Mcfaddin ◽  
Petar Ristoski ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Travel Industry ◽  
The Impact

How does customer participation in service influence customer satisfaction? The mediating effects of role stressors

2019 ◽  
Vol 37 (3) ◽  
pp. 691-710 ◽  
Author(s):  
Yiran Jiang ◽  
Lan Xu ◽  
Nan Cui ◽  
Hui Zhang ◽  
Zhilin Yang
Keyword(s):  
Customer Satisfaction ◽  
Central China ◽  
Customer Participation ◽  
Equation Modeling ◽  
Mixed Effect ◽  
Content Type ◽  
Role Stressors ◽  
The Impact ◽  
Positive Effect

Purpose The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined. Design/methodology/approach Based on literature reviews, a survey of 317 bank customers was conducted in Central China, using a structured questionnaire. Structural equation modeling was used for data analysis to test research hypotheses. Findings The current work found that the inconsistency between the role expectations from participating customers and service providers would increase the customer perceived role stress. Therefore, customer participating width and depth can affect customer satisfaction in two different ways. On the one hand, role stressors (i.e. role ambiguity and role conflict) in customer participation have a negative effect on customer compliance, decreasing customer satisfaction. On the other hand, role stressors have a positive effect on customer creativity, increasing customer satisfaction. Originality/value No prior studies, thus far, have examined how customer perceived role stressors in service participation affect customers’ role performance and satisfaction in the service process. The current research identifies the characteristics of customer participation from the perspectives of task role set. On the basis of role stressor theory, this research examines the effects of customer participation width and depth on customer satisfaction using customer perceived role stressors as mediating variables. This research also investigates the mixed effect of role stressors on customer satisfaction. It provides empirical support for the role of customers as “co-creators” by distinguishing customers’ creative behaviors from customer compliance and finds the positive effect of role stressors on customer satisfaction via customer creativity.

scholarly journals The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 492-546
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Business Environment ◽  
Equation Modeling ◽  
Travel Industry ◽  
The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

scholarly journals Impact of Professionalism and Accountability among Royal Malaysian Police (RMP) Staffs in Selangor, Malaysia

2017 ◽  
Vol 10 (8) ◽  
pp. 249
Author(s):  
Mahiswaran Selvanathan ◽  
Noor Ain Zeni ◽  
Pei Jun Tan
Keyword(s):  
Public Sector ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Delivery ◽  
Service Provider ◽  
General Framework ◽  
Front Line ◽  
Work Quality ◽  
Convenience Sampling ◽  
Efficiency And Productivity

One of the biggest challenges in public sector is to make the customer satisfied. The service provider of public sector in Malaysia face greater challenge in making their customers happy due to the lame systems. This paper attempts to develop a general framework by examining the concepts of professionalism, accountability, work quality, and customer satisfaction. The main purpose of this study is to increase the customer satisfaction by focusing on effectiveness, efficiency and productivity of a RMP staff through professionalism and accountability. In this study, the convenience sampling is used for data collection. A total of 86 respondents were participated in this research. The data has been gathered from the respective employees of the front-line services to measure the customer satisfaction based on the employees. The attempt of this paper is to improve the Effectiveness, Efficiency, and Productivity for the service delivery in public sector.

scholarly journals PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE (Studi Pada Pelanggan GrabBike Di Kota Medan).

2019 ◽  
pp. 183-196
Author(s):  
Gloria J.M Sianipar
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Reliability Test ◽  
Linear Regression Equation ◽  
Price Perception ◽  
The Impact

This research aims to analyze the impact of Service Quality, Price Perception and Brand Image on Customer Satisfaction of The User of Online Transportation (Case on The User of GrabBike in Medan). Data collection empasys a sample of 100 from 32 items using Likert Scale standard of measurement. In this research, free variables consist of service quality, price perception, and brand image. Bound variable is customer satisfaction. Testing includes test the validity, reliability test and assumptions classic. While the method of data analysis used multiple linear regression.The result of ttest showed that the service quality, price perception and brand image has a significant effect on customer satisfaction. The results of signification value for each variable, both variables X and variable Y is above the alpha value (0.05), resulting in acceptance of H1and H0rejection. The result of F test showed that the service quality, price perception and brand imageworked togetherto gave positive and significant contribute on customer satisfaction.In accordance with a multiple linear regression equation, Y = 2,689 + 0,106 X1 + 0,133X2 + 0,141X3 +e. So in essence, variable X has a significant effect at customer satisfaction.The result of this research were brand image has the highest significant effect to customer satisfaction.

scholarly journals Pengaruh Citra Bank dan Kualitas Layanan Terhadap Kepuasan dan DampaknyaTerhadap Word Of Mouth (Studi Pada Nasabah BNI KCP Sekadau)

2020 ◽  
Vol 8 (3) ◽  
Author(s):  
Tri Yudhi Bestary
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Regression Models ◽  
Word Of Mouth ◽  
Primary Data ◽  
Questionnaire Method ◽  
Image Variables ◽  
The Impact

This research aims to determine the effects of Service Quality and Bank Image variables on customer Satisfaction and the impact on Word of Mouth (WOM). This Research uses quantitative approach with causal design that aims to test theories, build facts, show relationship between variables. This study uses SPSS 16.0 analysis tools with path analysis regression models. Using primary data, the distribution of data collection used is the questionnaire method. The sample used includes 100 active customers at BNI KCP Sekadau. The results indicate that Service Quality and Bank Image variable have a positive and significant effect on customer Satisfaction and that Service Quality and Bank Image variables have no significant impact on WOM. Finally, the Satisfaction variable has a positive and significant effect on WOM.

The nature and value of terroir products

2017 ◽  
Vol 51 (4) ◽  
pp. 748-771 ◽  
Author(s):  
Stephen Charters ◽  
Nathalie Spielmann ◽  
Barry J. Babin
Keyword(s):  
Legal Protection ◽  
Added Value ◽  
Content Type ◽  
A Value ◽  
Value Propositions ◽  
Resource Advantage Theory ◽  
Antecedents And Consequences ◽  
Protected Designations Of Origin ◽  
The Impact ◽  
Resource Advantage

Purpose The aim of this paper is to consider place as a value proposition, in the context of Resource-Advantage Theory, by analysing the concept of terroir, including its antecedents and consequences. Design/methodology/approach The authors conceptually analyse the role of place in marketing by contrasting terroir to three other approaches: “in the style of […]”; “made in […]” and Protected Designations of Origin. They explore the impact of terroir on a range of products, offering a series of terroir value propositions. Findings Versus other place links, terroir offers a more specific Resource-Advantage, operating at environmental, philosophical and commercial levels. It offers a unique form of value to both consumers (e.g. identity, authenticity, cultural rootedness) and producers (e.g. irreproducibility, potential legal protection). Research limitations/implications Propositions address the antecedents and consequences of the terroir designation, the impact of consumer engagement, perceived authenticity and the added value offered to other regional goods. Additionally, how terroir may form a barrier to market entry, the relationship it has with the territorial brand, whether it offers greater product longevity and how it can be used as leverage for other related place-based brands and tourism are examined. Originality/value This is the first paper to address terroir as a marketing concept and to situate it within other forms of place marketing. It provides a definition, outlines the ways in which terroir creates value and provides a research agenda for future engagement with the concept.

scholarly journals A Future Forecasting for FMCG Firm Performance in Covid-19: An Investigation of Consumer and Business Survival

2021 ◽  
Vol 9 ◽  
Author(s):  
Yunpeng Sun ◽  
Ying Li ◽  
Yujing Wang ◽  
Dayang Jiang ◽  
Xiaojun Liu
Keyword(s):  
Firm Performance ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Random Sampling ◽  
Sampling Strategy ◽  
Business Growth ◽  
Business Survival ◽  
The World ◽  
Working Practices ◽  
The Impact

The Covid-19 outbreak has spread over the world, limiting population and trade, causing job losses, and forcing businesses to close. The study's goal is to look at Covid-19's pandemic and consumer survival as a mediator for the future of running a business when FMCG companies are doing well. The researchers employed a basic random sampling strategy to do a layered transverse evaluation of samples. EFA, CFA, and SEM are used to choose data collection techniques for participants at Covid-19. According to the data, Malaysia has resulted in job losses, business growth, and customer satisfaction retention, as well as an increase in unemployment, company closures, and a drop in overall GDP. The impact of the Covid-19 epidemic on survival, production, and GDP has been demonstrated. Incorporating technology into all aspects of a company's working practices reveals the necessity and capacity of the organization to adapt to new scenarios.

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