scholarly journals The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

2017 ◽  
Vol 9 (2) ◽  
pp. 92 ◽  
Author(s):  
Rami Mohammad Al-dweeri ◽  
Zaid Mohammad Obeidat ◽  
Mohammad Ahmad Al-dwiry ◽  
Muhammad Turki Alshurideh ◽  
Alaa Mohammad Alhorani
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Attitudinal Loyalty ◽  
Explanatory Factors ◽  
Electronic Service ◽  
The Impact ◽  
The Relationship

This paper analyzes the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality (e-SQ) and online loyalty (integrating behavioral and attitudinal elements), in the context of e-shopping. In an increasingly competitive environment, e-retailers need to know the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty. Using a sample of 302 website users of amazon.com in Jordan, confirmatory factor analysis and structural equation modeling were performed to test the relationship between these dimensions. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. In addition, it was confirmed that satisfaction mediates the relationship between e-SQ and behavioral and attitudinal loyalty. 

Evaluating service quality in automobile maintenance and repair industry

2019 ◽  
Vol 32 (1) ◽  
pp. 117-134 ◽  
Author(s):  
Nikunj Kumar Jain ◽  
Alok Kumar Singh ◽  
Kapil Kaushik
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Mediating Effect ◽  
Service Satisfaction ◽  
Content Type ◽  
Maintenance And Repair ◽  
Service Fairness ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience on customer service satisfaction. The impact of service satisfaction and brand trust on word of mouth (WOM) is also explored, and the study assesses the mediating effect of customer service satisfaction on the relationship between service quality and WOM. Design/methodology/approach Data from a questionnaire-based survey of 259 users of automobile maintenance and repair centres were analysed using covariance-based structural equation modelling. Findings The findings indicate that service quality dimensions (reliability, responsiveness and empathy), perceived service fairness and convenience are positively associated with customer service satisfaction, and that service satisfaction and trust positively influence WOM. The findings support the mediating effect of service satisfaction on the relationship between reliability and responsiveness and WOM. Research limitations/implications The study’s main limitation is the cross-sectional design, which limits the generalisability of the findings. Practical implications To ensure customer satisfaction and generate trust and WOM, automobile maintenance and repair service centres should improve reliability, responsiveness and empathy, as well as perceived service fairness and convenience. Originality/value The study demonstrates that the reliability and responsiveness dimensions of service quality are the most significant predictors of customer service satisfaction in the automobile maintenance and repair industry.

The impact of perceived online service quality on swift guanxi

2018 ◽  
Vol 28 (2) ◽  
pp. 432-455 ◽  
Author(s):  
Si Shi ◽  
Ren Mu ◽  
Lin Lin ◽  
Yang Chen ◽  
Gang Kou ◽  
...  
Keyword(s):  
Gender Differences ◽  
Service Quality ◽  
Customer Service ◽  
Perceived Control ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Online Service ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of online service quality on swift guanxi that influences customer repurchase intention and the moderating role of gender in the relationship between online service quality and swift guanxi. Design/methodology/approach Based on survey data obtained from 274 college students, structural equation modeling was used to test the research hypotheses. Findings The results show that the dimensions of online service quality (i.e. perceived control, convenience and customer service) are positively related to buyer-seller swift guanxi, which influences repurchase intention. Additionally, men are driven mainly by perceived control and service convenience when establishing swift guanxi, whereas women care more about customer service. Originality/value Online service quality is the key factor underlying customer repurchase intention. In addition, gender differences exist in many aspects of online shopping including information processing, perceived service, and perceived risk. This is one of the first empirical studies that empirically examine the effects of three dimensions of online service quality on swift guanxi and take gender differences into consideration. Based on the conceptual and empirical evidence, this study provides the practical and theoretical implications of these findings.

Reducing service sabotage and improving employee commitment to service quality

2019 ◽  
Vol 33 (5) ◽  
pp. 615-625 ◽  
Author(s):  
Charles H. Schwepker, Jr ◽  
Christina K. Dimitriou ◽  
Todd McClure
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Ethical Climate ◽  
Employee Commitment ◽  
Equation Modeling ◽  
Customer Contact ◽  
Content Type ◽  
Service Sabotage ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of formal [ethics training (ET)] and informal [psychological ethical climate (EC)] controls in reducing service sabotage (SS) and increasing employee commitment to service quality. Design/methodology/approach Data were electronically collected from a national survey of hotel/motel customer contact employees leading to a usable sample of 316 employees. Structural equation modeling was used to analyze the data. Findings The findings indicate that ET can be used to positively influence the EC of customer contact service employees, which, in turn, reduces their SS behavior and increases their commitment to service quality. Practical implications Management should incorporate both formal (ET) and informal (EC) controls to bring about less SS and greater commitment to service quality among customer contact employees in service settings. Originality/value This research furthers the understanding of SS by finding an important variable, EC that may be used to reduce its incidence in service settings. Further, it shows that EC is an important contributor to improving ECSQ. As such, this research gives important direction for companies wishing to improve the customer service experience.

How to enhance the impact of training on service quality?

2015 ◽  
Vol 27 (7) ◽  
pp. 514-529 ◽  
Author(s):  
Abdul Rahim Zumrah
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Financial Management ◽  
Structural Equation ◽  
Transfer Of Training ◽  
Equation Modeling ◽  
Content Type ◽  
Public Sector Organizations ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this study is to highlight the importance role of transfer of training as a mediator in the relationship between training and service quality. Design/methodology/approach – The data of this study were collected from three sources: the employees of public sector organizations in Malaysia who participated in a Basic Financial Management training program, their supervisors and their colleagues through surveys. The data were analyzed using structural equation modeling. Findings – The findings reveal that transfer of training mediated the relationship between training and service quality. Research limitations/implications – The finding illustrate that management in public sector need to ensure that their employees apply the new learned knowledge and skills at the workplace following the training to maximize the return of training investment. Originality/value – This study extends the literature by providing empirical evidence that transfer of training has a mediating effects on the relationship between training and employee service quality in the context of public sector organizations in Malaysia, a non-Western context that located in Southeast Asia.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

KONFLIK DAN KINERJA KARYAWAN

2018 ◽  
Vol 3 (3) ◽  
pp. 431-440
Author(s):  
Santi Retno Sari
Keyword(s):  
Leadership Style ◽  
Structural Equation ◽  
Employee Performance ◽  
Equation Modeling ◽  
Managerial Practices ◽  
Research Findings ◽  
Job Levels ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

The purpose of this paper is to examine the relationships to which leadership style (task and relations oriented leadership) moderate the impact of conflict on employee performance. Data were collected from 92 employees in different job levels. Partial least squares variance-based structural equation modeling (PLS-SEM) was used to test the relationship in the models. The results showed that task and relation conflict was associated with employee performance. The research findings also showed that leadership styles moderated the relationship between conflict and employee performance. This study offers implications for managerial practices. Practical implications and suggestions described in the paper Keywords: leadership style, conflict, performance.

scholarly journals The Relationship of CSR Communication on Social Media with Consumer Purchase Intention and Brand Admiration

2021 ◽  
Vol 16 (5) ◽  
pp. 1217-1230
Author(s):  
Shuchi Gupta ◽  
Nishad Nawaz ◽  
Adel Abdulmhsen Alfalah ◽  
Rana Tahir Naveed ◽  
Saqib Muneer ◽  
...  
Keyword(s):  
Social Media ◽  
Purchase Intention ◽  
Structural Equation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Csr Communication ◽  
Consumer Purchase Intention ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

With the advent of the Internet and other digital technologies, contemporary businesses from all sectors are using social media for communication with consumers to engage them meaningfully with a brand. However, the use of social media for corporate social responsibility (CSR) communication is relatively new to the existing literature. Likewise, the impact of CSR communication through social media (CSR-S) on consumer emotions and behavior is, to date, underexplored. To address this, the present research aims to test the relationship of CSR-S on brand admiration and consumer purchase intention. The study proposes a direct relationship between CSR-S and purchase intention with a mediating effect of brand admiration. The data were collected from the banking consumers of Pakistan through a self-administered questionnaire. The authors distributed 800 questionnaires and received 463 questionnaires useful for data analysis, so the present research study response rate was around 59%. The data were analyzed using the structural equation modeling (SEM) technique in AMOS. The results revealed that CSR-S is positively related to purchase intention (β = 0.233). The results further showed that brand admiration partially mediates this relationship (β = 0.079). The survey respondents confirmed that their bank’s CSR communication helps enhance their purchase likelihood and their feelings of admiration for their bank. These findings will help policymakers at banking institutions better understand the importance of CSR communication on different social media platforms to achieve consumer-related outcomes.

scholarly journals Sustainable Innovation in Small Medium Enterprises: The Impact of Knowledge Management on Organizational Innovation through a Mediation Analysis by Using SEM Approach

2020 ◽  
Vol 12 (6) ◽  
pp. 2407 ◽  
Author(s):  
Jaffar Abbas ◽  
Qingyu Zhang ◽  
Iftikhar Hussain ◽  
Sabahat Akram ◽  
Aneeqa Afaq ◽  
...  
Keyword(s):  
Knowledge Management ◽  
Organizational Learning ◽  
Structural Equation ◽  
Organizational Innovation ◽  
Garment Industry ◽  
Equation Modeling ◽  
Sustainable Innovation ◽  
Study Results ◽  
The Impact ◽  
The Relationship

This current study is among the very few investigations, which seeks the relationship between knowledge management and sustainable organizational innovation in garment business firms. This investigation focused on examining how organizational learning mediates the relationship between knowledge management and sustainable organizational innovation. This research establishes that knowledge management and organizational innovation procedures are integral parts of the progress and survival of the organizations. The received data of this population reports on the garment firms, operating their businesses in Lahore and Gujranwala. The study applied a stratified random sampling method for data collection and employed structural equation modeling (SEM) to examine the hypothesized relationships. The results specify that knowledge management shows a significant positive association with organizational learning, which in turn reveals a positive linkage to sustainable organizational innovation in SMEs of the garment industry. The study results also specify that organizational learning mediates the relationship between knowledge management and sustainable organizational innovation. This research survey identifies the significance of knowledge management and organizational learning in executing the process of organizational innovation, and it helps business managers to understand organizational learning as a mediator, which in turn indicates the benefits of knowledge management in achieving sustainable organizational innovation. This review provides an empirical indication of original data to investigate the linkage between knowledge management, sustainable innovation process, and organizational learning culture in the Pakistani garment sector. The generalizability of the study fallouts is restricted to the garment industry, and it offers valuable insights for imminent researchers.

Antecedents of horizontal logistics collaboration in agri-food supply chains

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ismail Badraoui ◽  
Ivo van der Lans ◽  
Youssef Boulaksil ◽  
Jack G.A.J. van der Vorst
Keyword(s):  
Supply Chains ◽  
Food Supply ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Content Type ◽  
Operational Conditions ◽  
Food Supply Chains ◽  
The Impact ◽  
The Relationship

PurposeThis study investigates the impact of agri-food supply chains (AFSCs) characteristics on the antecedents of horizontal logistics collaboration (HLC). Specifically, the study compares the relationship between collaboration activities and outcomes for companies in and outside AFSCs.Design/methodology/approachFirst, a survey was used to collect data from different industries. Second, confirmatory factor analysis and structural equation modeling were applied to compare the measurement and structural models from different industry categories.FindingsThe results support the premise that collaboration improves trust and commitment in the relationship, which in turn enhance satisfaction. The results also show the existence of a minor influence of AFSCs characteristics on HLC antecedents, in the form of an indirect impact of dedicated investments on commitment.Practical implicationsThe factors having a significant influence on the collaboration outcomes and their respective effects are generally similar across food and nonfood supply chains, providing opportunities for interdisciplinary and collaboration experiences.Originality/valueThis research contributes to the body of knowledge on interfirm collaboration by considering the specificities of HLC. It also highlights the importance of conducting contingency research on collaborative experiences, as firms from different industry contexts operate under distinct operational conditions.

The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty toward the Websites of Their Favorable Football Teams

2016 ◽  
Vol 12 (1) ◽  
pp. 43-57 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into ◽  
Selection Of

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

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