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Articles 1 - 11 of 11
Full-Text Articles in Business
A Model Of Service Marketing In Port Services: Empirical Study In Pt Pelabuhan Indonesia Ii (Persero), Tanjung Priok Branch, Rati Farini Srihadi, Hartoyo Hartoyo, Dadang Sukandar, Agus Maulana
A Model Of Service Marketing In Port Services: Empirical Study In Pt Pelabuhan Indonesia Ii (Persero), Tanjung Priok Branch, Rati Farini Srihadi, Hartoyo Hartoyo, Dadang Sukandar, Agus Maulana
ASEAN Marketing Journal
Port of Tanjung Priok is one of the ports in Indonesia which has the potential to be developed into an international seaport with the level of activity and the capacity of loading and unloading. This study aims to understand the key variables that determine the service quality of the port, so as to achieve customer satisfaction and loyalty. By using Structural Equation Modeling, this study analyzes the effects of various dimensions of service quality to customer satisfaction, and the relationships formed between perceived value and customer loyalty of the port service industry in Indonesia. The sampling method used was stratified …
The Effect Of Store Image And Service Quality On Private Label Brand Image And Purchase Intention. Case Study: Lotte Mart Gandaria City, Nosica Rizkalla, Leis Suzanawaty
The Effect Of Store Image And Service Quality On Private Label Brand Image And Purchase Intention. Case Study: Lotte Mart Gandaria City, Nosica Rizkalla, Leis Suzanawaty
ASEAN Marketing Journal
Retailers produce their own private label brand as a strategy to distinguish their products from competitors’. Based on previous research, store image and service quality can be used to improve private label brand image and purchase intention. A Research is conducted at Lotte Mart, Gandaria City Mall in Jakarta to find out whether store image and service quality could influence private label brand image and purchase intention. This research adopts Wu et.al.'s framework (2010). Data processing uses Structure Equation Modeling. Research outcome reveals that service quality is a significant factor in influencing private label brand image and purchase intention.
The Study Of Relationship Among Experiential Marketing, Service Quality, Customer Satisfaction, And Customer Loyalty, Puti Ara Zena, Aswin Dewanto Hadisumarto
The Study Of Relationship Among Experiential Marketing, Service Quality, Customer Satisfaction, And Customer Loyalty, Puti Ara Zena, Aswin Dewanto Hadisumarto
ASEAN Marketing Journal
Experiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM) using …
Factors Affecting Customers’ Satisfaction And Perception: Case Study Of Islamic Banks’Service Quality, Yayah Cheriyah, Widya Sulistyowati, Ade Cornelia, Viverita Viverita
Factors Affecting Customers’ Satisfaction And Perception: Case Study Of Islamic Banks’Service Quality, Yayah Cheriyah, Widya Sulistyowati, Ade Cornelia, Viverita Viverita
ASEAN Marketing Journal
This study aims to investigate the perception and expectation of the Islamic bank customers on the banks’ service quality, and how these factors affect their satisfaction and their intention to buy and to use the Islamic banks products and services.This finding implies that the Islamic banks should have pay more attention to their service quality since it would have a positif influence on customer satisfaction and purchase intention.
Value Added Service And Service Quality From The Customer’S Perspective: An Empirical Investigation In Thai Telecommunication Industry, Saowanee Srikanjanarak, Azizah Omar, T Ramayah
Value Added Service And Service Quality From The Customer’S Perspective: An Empirical Investigation In Thai Telecommunication Industry, Saowanee Srikanjanarak, Azizah Omar, T Ramayah
ASEAN Marketing Journal
Increasing global competition has led to an intensively competitive market among service providers. Several organizations have created and developed a variety of products or services; in particular the telecommunications industry has developed mobile phone services. Various value-added services linked to mobile phone services, such as communication, entertainment, information services and money transfer services have been intensively incorporated to sustain and serve the customer’s need, which in turn demands performance maximization. In service marketing literature, SERVQUAL and SERVPERF have been reported as failing to measure service quality in new industries such as the retail industry’s B2B service. Therefore, service quality models …
Building Connections In Co-Production Environments, Kimberly D. Grantham, Kimberly R. Mcneil, Gail Ayala Taylor, Roland L. Leak
Building Connections In Co-Production Environments, Kimberly D. Grantham, Kimberly R. Mcneil, Gail Ayala Taylor, Roland L. Leak
Atlantic Marketing Journal
With the impact of the Covid-19 pandemic felt around the globe, consumers look forward to once again being able to engage in communal experiences where relationships with other customers and with service providers are integral parts of ongoing service experiences. The purpose of this study is to provide a framework for service establishments to better understand the communal approach to becoming a service co-creator, helping service providers create more meaningful relationships between their customers when customers are engaging in the service experience in a group and as an individual. We distinguish individual versus group influences that emerge as a result …
The Effect Of Service Quality And Switching Barrier On Customer Loyalty: A Study Of Saudi Mobile Telecommunication Services, Yomen Ghazi Bamatraf
The Effect Of Service Quality And Switching Barrier On Customer Loyalty: A Study Of Saudi Mobile Telecommunication Services, Yomen Ghazi Bamatraf
Effat Undergraduate Research Journal
The Saudi mobile telecommunication services industry is currently facing lots of complaints, criticism and dissatisfaction from their customers regarding the quality of services, and customer loyalty may be in question. The industry is reportedly shifting its strategic focus away from attracting new customers towards keeping existing customers. The present study examined the relationship between service quality and customer loyalty, as well as between switching barriers and customer loyalty among a sample of 271 users of telecommunication services from Jeddah. A survey consisting of the Customer Loyalty Scale, the Service Quality Scale, and the Switching Barriers Scale, and some demographic related …
Does Millennial Shopping Orientation Using Augmented Reality Enabled Mobile Applications Really Impact Product Purchase Intention?, Anil Kumar
University of South Florida (USF) M3 Publishing
Augmented reality (AR) applications have emerged as rapidly developing technology used in both physical and online to enhance the purchase intention. However, the research on product purchase intention using AR enabled mobile applications is still inconclusive. Thus this study is an attempt to examine whether augmented reality enabled mobile applications really impact the product purchase intention of Millennials. The study employed a survey questionnaire and administered directly to the respondents to collect the primary data. The results indicate that hedonic motivation, Telepresence, perceived ease of use, and service quality are positively related to product purchase intention whereas there is no …
Which Resources Are Matter To Healthcare Performance? A Case Study On Bahrain, Mahmood A. Ali, Mohamed S. A. Elseoud
Which Resources Are Matter To Healthcare Performance? A Case Study On Bahrain, Mahmood A. Ali, Mohamed S. A. Elseoud
University of South Florida (USF) M3 Publishing
The study aims at measuring the Bahrain public hospitals' healthcare services quality. For this purpose, the study adopts quantitative and survey techniques through designing survey questionnaire based on the five quality dimensions of SERVQUAL model which are: Tangibles, Reliability, Responsiveness, Assurance and Empathy. A questionnaire distributed electronically among citizens and residents, by using the social media network. A total of 169 responses were collected. The responses were estimated and analyzed via correlations and multiple regression techniques. The main findings show that, there is a significant influence of health care service quality on overall patient, in addition to, there are no …
Palestinian Public Service Quality Measurement Using The “Ppsqm” Scale, Nour Mattou, Jehad Alayasa
Palestinian Public Service Quality Measurement Using The “Ppsqm” Scale, Nour Mattou, Jehad Alayasa
Journal of the Arab American University مجلة الجامعة العربية الامريكية للبحوث
This study aims to bridge the research gap in the topic of the quality of public services in Palestine due to the importance of this issue locally and internationally and provide recommendations to the heads of the public service institutions to address the numerous obstacles and improve the quality of the services provided to the potential customers The problem of this research deals with the lack of the interest of the civil service employees in the quality of the services they offer to their customers. Primary observations showed that these employees tend to provide ambiguous information to their customers. This …
To Fee Or Not To Fee? Satisfaction, Service Quality, And Support Of An Entrance Fee Of A State Park System, Hund-Ling Stella Liu, I-Chun Nicky Wu, Michael J. Bradley
To Fee Or Not To Fee? Satisfaction, Service Quality, And Support Of An Entrance Fee Of A State Park System, Hund-Ling Stella Liu, I-Chun Nicky Wu, Michael J. Bradley
Faculty Publications - Tourism
In the past decade, state government appropriation reductions have forced park agencies to seek other sources of revenue to support park operations. To overcome shrinking budgets, many public park agencies embrace private-sector business models and investigate customer satisfaction, service quality, and user fee structures. The purpose of this study was to obtain public input regarding service quality, general satisfaction, and experience use history of state park visitation. A total of 382 Oklahoma state park users completed an online survey and were sorted into Pro-Fee (n = 200,52%) and No-Fee (n = 182,48%) groups for one-way multivariate analysis of variance (MANOVA) …