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Full-Text Articles in Business

Adoption Of Mobile Apps: The Role Of Experience, Harryadin Mahardika Nov 2021

Adoption Of Mobile Apps: The Role Of Experience, Harryadin Mahardika

ASEAN Marketing Journal

The form of initial experience with mobile application determines consumers’ likelihood to adopt it. This paper examines the effects of two forms of experience (direct versus indirect) toward the formation of consumers behavioral intentions (versus behavioral expectations) to adopt mobile applications. A direct experience induces concrete mental process that underlies the formation of behavioral expectations, whereas an indirect experience induces abstract mental process that underlies the formation of behavioral intentions. Results from Experiment 1 show significant increase in behavioral expectations’ predictive ability when subjects engaged in a direct experience than an indirect experience. Meanwhile, the effects of a direct experience …

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The Study Of Relationship Among Experiential Marketing, Service Quality, Customer Satisfaction, And Customer Loyalty, Puti Ara Zena, Aswin Dewanto Hadisumarto Nov 2021

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 …

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Antecedents And Consequences Of Female Consumer Expectations And Evaluations Toward Csr Activities, Bery Prima Nov 2021

Antecedents And Consequences Of Female Consumer Expectations And Evaluations Toward Csr Activities, Bery Prima

ASEAN Marketing Journal

Many firms see Corporate Social Responsibility (CSR) as necessary investments in the community where the firms operate in order to ensure and safeguard sustainable operation for the future. This paper investigates the causal relationship between the antecedents and consequences of consumer expectations and evaluation to CSR activities. The original contribution of this study is that it focuses on the perceptions of female consumers on CSR activities of a multinational company.The research employed 175 women in the Greater Jakarta region as respondents, which consists of 92 housewives and 83 career women. Respondents are existing customer of a multinational consumer goods firm …

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Effects Of Perceived Trust And Perceived Price On Customers’ Intention To Buy In Online Store In Indonesia, Ricky Setiawan, Adrian Achyar Nov 2021

Effects Of Perceived Trust And Perceived Price On Customers’ Intention To Buy In Online Store In Indonesia, Ricky Setiawan, Adrian Achyar

ASEAN Marketing Journal

Price and trust are important factors that influence customer purchasing decision in online shopping. However, the synergy of these two factors in customer intention to buy still needs to get higher attention. This paper examines the relative influence of perceived trust and perceived price on customers intention to buy, both for customers who have bought item from the store (repeat customers) and who have not (potential customers), and examines whether a difference exists on the strength of influence of price and trust to purchase intention in those groups. Data are analyzed with the multiple group analysis structural equation modeling, comparing …

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Consumer Innovativeness Model Of Indonesian Young People In Adopting Electronic Products, Reza Ashari Nasution, Novika Candra Astuti Nov 2021

Consumer Innovativeness Model Of Indonesian Young People In Adopting Electronic Products, Reza Ashari Nasution, Novika Candra Astuti

ASEAN Marketing Journal

It is important for marketers to understand how innovators respond to the introduction of new products. This paper investigates consumer innovativeness (CI) from meta-analysis study as suggested by Nasution and Garnida [2011] and examines the simultaneous impacts of CI on new product adoption. Nasution and Garnida [2010] proposed three different perspectives in conceptualizing the CI model. First, the generalist stream that represents a generalized personality trait that engenders consumers to adopt new product. Second, the particularist stream that focuses on product adoption behavior within a specific domain of interest. Third, the integrator perspective that proposes to integrate these two streams …

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Corporate Social Responsibility And Poor’S Child Well Being In Developing Customer’S Loyalty Pdf, Syahrial Mukhtar, Sri Daryanti, Khairani Khairani Nov 2021

Corporate Social Responsibility And Poor’S Child Well Being In Developing Customer’S Loyalty Pdf, Syahrial Mukhtar, Sri Daryanti, Khairani Khairani

ASEAN Marketing Journal

This research was conducted to analyze the contribution of Corporate Social Responsibility (CSR) perceived motives in enhancing poor children's well being and consumer loyalty. CSR strategy studied were CSR strategies implemented by two companies, Garuda Indonesia and Pertamina, which are State Owned Companies (fully or partially owned by government of Indonesia). Garuda Indonesia is a service company engaged in airline industry, and Pertamina is a non service company engaged in oil and gas industry.Using factor analysis and multiple regression, the result indicates some differences between firms CSR activities in in developing children well being and customer loyalty. This result has …

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Internal Customer Satisfaction And Service Quality Toward Trust And Word Of Mouth, Sri Rahayu Nov 2021

Internal Customer Satisfaction And Service Quality Toward Trust And Word Of Mouth, Sri Rahayu

ASEAN Marketing Journal

This study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. All of those variables have significant relationship with …

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Perceived Usefulness As Key Stimulus To The Behavioral Intention To Use 3g Technology, Andy Susilo Lukito Budi, Efendi Efendi, Rayini Dahesihsari Nov 2021

Perceived Usefulness As Key Stimulus To The Behavioral Intention To Use 3g Technology, Andy Susilo Lukito Budi, Efendi Efendi, Rayini Dahesihsari

ASEAN Marketing Journal

A new technology usually faces the challenge to be accepted by consumers. Because of the unique features of new technology, it needs certain approaches to enhance its acceptance. Technology Acceptance Model (TAM) is widely used to study the behavior of organizations and consumers in ac-cepting a new technology. A modified TAM model is applied in the current study to test the impact of advertising appeals of perceived usefulness, perceived ease of use, and social factors on behavioral intention to use 3G technology. Experimental method is utilized on four groups (30 people each) of undergraduate students of Atma Jaya Catholic Univesity. …

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Stakeholder Analysis On Boycott Movement: A Preliminary Study Using Media Contexts, Kresno Agus Hendarto Nov 2021

Stakeholder Analysis On Boycott Movement: A Preliminary Study Using Media Contexts, Kresno Agus Hendarto

ASEAN Marketing Journal

Just like the celebrities, social movement depends, to an extent, on media in communicating its activities to the public. The relationship between social movement and media is transactional. On the one hand, social movement needs media to disseminate its activities. On the other hand, media needs social movement as the news source. Scant (beyond very few notable exceptions) empirical research is not available on boycott product as a social movement and stakeholder analysis in Indonesia. The objective of this study is to perform stakeholder analysis on boycott product as a social movement. To do so, the study attempts to answer …

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Price Or Privilege? Customer Perception On Loyalty Programs, Asnan Furinto Nov 2021

Price Or Privilege? Customer Perception On Loyalty Programs, Asnan Furinto

ASEAN Marketing Journal

The main purpose of the research is to understand how customers perceive loyalty programs. The author argues that types of loyalty programs could be classified into two: price based and privilege based. This research models that customer perceptions on loyalty programs, differ between these two types, and is contingent upon the relationship between customers and firm. Using settings of air-line domestic passengers and bank customers in Indonesia, the research provides evidence that price based rewards are perceived to provide higher utility perception in contractual relationships compared to non contractual relationships. However, this research failed to provide empirical support that privilege …

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Technological Innovations And Consumer Needs: An Analysis Of Mobile Communications Market, Norlia Ahmad, David T. Methe Nov 2021

Technological Innovations And Consumer Needs: An Analysis Of Mobile Communications Market, Norlia Ahmad, David T. Methe

ASEAN Marketing Journal

Technology, consumer needs, mobile communication, Japan

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Perceived Justice In Political Marketing: An Exploratory Study, Ihwan Susila Nov 2021

Perceived Justice In Political Marketing: An Exploratory Study, Ihwan Susila

ASEAN Marketing Journal

The purpose of this study is to criticize and develop the construct of equity theory within the framework of perceived justice. Specifically, this study aims to investigate perceived justice construct in political marketing perspective. Sample of the research consist of voters of political parties in Indonesia.Data were collected through interviews and a survey using a structured questionnaire with a purposive sampling method to 150 respondents. The study use exploratory factor analyses and Cronbach Alpha method to test the construct validity. The research also use measurement model of structural equation model (SEM) which is the same as confirmatory factor analysis procedure. …

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Analysis Of Relationship Between Pioneer Brand Status And Consumer’S Attitude Toward A Brand (Case On Yamaha Automatic Vs. Honda Automatic Transmission Motorcycle In Indonesia), Arga Hananto, Taryadi Taryadi Nov 2021

Analysis Of Relationship Between Pioneer Brand Status And Consumer’S Attitude Toward A Brand (Case On Yamaha Automatic Vs. Honda Automatic Transmission Motorcycle In Indonesia), Arga Hananto, Taryadi Taryadi

ASEAN Marketing Journal

Previous research have indicated that brand pioneership provide some advantages such as high market share barriers to entry and consumers preference as well as higher consumer attitude. This paper intends to explore the relationship between perceived brand pioneership on consumers’ brand attitude. The study focuses on two competing brands from automatic transmission motorcycle category, namely Yamaha and Honda.Based on result from 90 respondents, this study confirms the perception that Yamaha (although not the true pioneer) is perceived by the majority of respondents as the pioneering brand in the automatic transmission motorcycle. This study also found that those respondents who perceived …

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Marketing Impact Of Halal Labeling Toward Indonesian Muslim Consumer’S Behavioral Intention Based On Ajzen’S Planned Behavior Theory: Policy Capturing Studies On Five Different Product Categories, Imam Salehudin, Bagus Adi Luthfi Nov 2021

Marketing Impact Of Halal Labeling Toward Indonesian Muslim Consumer’S Behavioral Intention Based On Ajzen’S Planned Behavior Theory: Policy Capturing Studies On Five Different Product Categories, Imam Salehudin, Bagus Adi Luthfi

ASEAN Marketing Journal

The purpose of this paper is to test the applicability of the theory of planned behavior (TPB) in explaining the intention to switch from products without certified Halal labels within a wide array of purchase context, especially in the purchase of food and medicine products. A policy capturing questionnaire was used to elicit responses from consumers using a convenience sampling technique. A total of 7500 responses were obtained from 150 participating respondent in 50 different scenario cases. Data is analyzed using Multi-Group Structural Equation Modeling. The study finds that the Theory of Planned Behavior (TPB) is not completely valid to …

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Assessing Actual Visit Behavior Through Antecedents Of Tourists Satisfaction Among International Tourists In Jordan: A Structural Equation Modeling (Sem) Approach, Ayed Moh’D Al Muala, Nik Kamariah Nik Mat, Filzah Mohd Isa Nov 2021

Assessing Actual Visit Behavior Through Antecedents Of Tourists Satisfaction Among International Tourists In Jordan: A Structural Equation Modeling (Sem) Approach, Ayed Moh’D Al Muala, Nik Kamariah Nik Mat, Filzah Mohd Isa

ASEAN Marketing Journal

Jordan tourism industry is facing fluctuating tourist visit provoked by dissatisfaction, high visit risk, low hotel service, or negative Jordan image. This study aims to examine the relationships between the antecedents of tourist satisfaction and actual visit behavior in tourism of Jordan, and the mediating effect of tourist satisfaction (SAT) in the relationship between Jordan image (JOM), service climate (SER) and actual visit behavior (ACT). A total of 850 international tourists completed a survey that were conducted at southern sites in Jordan. Using structural equation modeling (SEM) technique, confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity …

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Customer Value, Satisfaction And Behavioral Intentions: The Effects Of Consumer Search Behavior, Wahyuningsih Wahyuningsih Nov 2021

Customer Value, Satisfaction And Behavioral Intentions: The Effects Of Consumer Search Behavior, Wahyuningsih Wahyuningsih

ASEAN Marketing Journal

This study develops and tests an integrative model to examine the relationships among customer value, satisfaction and behavioral intentions based upon a typology of consumer search behaviors. The model was tested using surveyed data from 546 customers of car insurance in Melbourne, Australia. The findings demonstrate that each type of consumer (passive, rational-active, relational-dependent), performs differently on the relationships among customer value, satisfaction, and behavioral intentions. The identification of value, satisfaction, and behavioral intentions within each search behavior allows managers to deliver optimal value and satisfaction to their consumers.

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Analysis Effect Of Environment Attitude, Health Consciousness And Knowledge In Developing Product Perception And Intention To Buy (A Study On Organic Food Product), Widyasari Widyasari, Jony Oktavian Haryanto Nov 2021

Analysis Effect Of Environment Attitude, Health Consciousness And Knowledge In Developing Product Perception And Intention To Buy (A Study On Organic Food Product), Widyasari Widyasari, Jony Oktavian Haryanto

ASEAN Marketing Journal

This research intends to study the factors that can affect the product perception and consumer intention in buying organic product.The study is necessary in that it explores at least some of the factors that can affect the product perception and consumer intention in buying organic product. The research results indicated that there was a positive influence of health consciousness towards environment attitude, consumer’s organic product knowledge towards organic product perception, environment attitude and consumer’s organic knowledge towards intention to buy organic product. But, there was a negative influence between environment attitude, health consciousness towards consumer’s organic product perception, and consumer’s …

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Offensive And Defensive Competitive Marketing Strategy: The Development Of Construct & Measurements, Pantri Heriyati, Ign Heruwasto, Sari Wahyuni Nov 2021

Offensive And Defensive Competitive Marketing Strategy: The Development Of Construct & Measurements, Pantri Heriyati, Ign Heruwasto, Sari Wahyuni

ASEAN Marketing Journal

Malaysia is opening parts of its services to greater foreign participation due to globalisation. Local banks have since consolidated a decade ago and foreign banks expanding their businesses in local markets have intensified the competition. As a result, credit card adoption is getting more challenging to marketers. Hence effective marketing strategies are important. The theoretical model of the paper is based on the buyer behaviour model by Kotler and Armstrong (1999). The model identifies the major factors which influence consumer buyer behaviour and how buyer decision process affects the buyer behaviour. The paper aims to examine the effectiveness of marketing …

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Determinants Of Brand Equity Of Services: A Verification Approach In The Banking Industry In Malaysia, Norjaya Mohd. Yasin, Norzalita Abd. Aziz Nov 2021

Determinants Of Brand Equity Of Services: A Verification Approach In The Banking Industry In Malaysia, Norjaya Mohd. Yasin, Norzalita Abd. Aziz

ASEAN Marketing Journal

This study attempts to verify the determinants of brand equity of services based on consumers’ perception of a banking service. The conceptual framework of this study is based on customer-based brand equity called the Brand Resonance model which comprises of six building blocks namely brand salience, brand performance, brand imagery, brand judgment, brand feelings and brand resonance. Factor analyses were conducted on all items measuring the six constructs and the results produced only five factors i.e brand salience, brand performance, brand judgments, brand feelings and brand resonance as the determinants of brand equity of services. Reliability test on all these …

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Micro And Small Entrepreneur Social Ads: The Influence Of Risk Perception As Measured By Self-Monitoring And Social Expectation On Poverty Reduction Social Ads In Indonesia, Adi Zakaria Afiff Nov 2021

Micro And Small Entrepreneur Social Ads: The Influence Of Risk Perception As Measured By Self-Monitoring And Social Expectation On Poverty Reduction Social Ads In Indonesia, Adi Zakaria Afiff

ASEAN Marketing Journal

Regardless of the growing usage of social ads in Indonesia, the effectiveness of these social ads has not really been assessed. One theme of the social ads that is related to the poverty problem in this country is the micro and small entrepreneur social ads, namely a number of related social ads issued by the government that persuades its audience to release themselves from poverty by becoming micro and small entrepreneurs that is supported by low cost loans from the government.As becoming a micro or small entrepreneur has both an individual and a social risk perception, a 2x2x2 experiment was …

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Analysis On Variables Affecting The Creation Of Tourist Destination Image: Case Study On Domestic Tourists Visiting Yogyakarta Between 2007 To 2009, Khairani Khairani, Hapsari Setyowardhani Nov 2021

Analysis On Variables Affecting The Creation Of Tourist Destination Image: Case Study On Domestic Tourists Visiting Yogyakarta Between 2007 To 2009, Khairani Khairani, Hapsari Setyowardhani

ASEAN Marketing Journal

The purpose of this study is to examine the variables that affect the image creation of tourism destinations. This research is a case study on domestic tourists visiting Yogyakarta from 2007 to 2009. This research uses an exploratory and descriptive design, conducted once in one period (cross-sectional). A number of 105 domestic tourists were selected as samples by means of non-probability sampling method and snowball sampling technique. The data were analyzed using reliability and validity tests, frequency distributions, and regression analyses. Results showed that overall image was significantly constructed and affected by cognitive and affective evaluations. Cognitive evaluation was significantly …

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Factors Affecting Customers’ Satisfaction And Perception: Case Study Of Islamic Banks’Service Quality, Yayah Cheriyah, Widya Sulistyowati, Ade Cornelia, Viverita Viverita Nov 2021

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.

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The Influence Of Attitude And Subjective Norms On Student’S (Future) Intention And Future Decision Of Higher Level Studies: A Case Study Of Five Universities With Bhmn Status In Indonesia, Gita Gayatri, Yeshika Alversia, Rifelly Dewi Astuti Nov 2021

The Influence Of Attitude And Subjective Norms On Student’S (Future) Intention And Future Decision Of Higher Level Studies: A Case Study Of Five Universities With Bhmn Status In Indonesia, Gita Gayatri, Yeshika Alversia, Rifelly Dewi Astuti

ASEAN Marketing Journal

Since government regulation (PP) Nu 61/1999 came into effect, competitions were heating up among state-owned universities (PTN) in attracting high school graduates. This research aims to understand students’ attitudes toward tertiary education institutions, their promotion activities and other external factors such as family, and the impact of those attitudes in choosing tertiary education institution if they were to take further study and in recommending certain tertiary education institution to other people. The sample chosen was approximately 500 first-year tertiary students from UI, ITB, IPB, UGM dan Unair.The result of this study found that students are strongly influenced by their positive …

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Between Management And Employees: Which One Is More Critical In Building Value And Loyalty?, Arief Wibisono Lubis, Rizal Edy Halim Nov 2021

Between Management And Employees: Which One Is More Critical In Building Value And Loyalty?, Arief Wibisono Lubis, Rizal Edy Halim

ASEAN Marketing Journal

We conducted a research concerning the relationship between trust, value, and loyalty based on the model developed by Sirdeshmukh et al. (2002). Confirmatory factor analysis and structural equation modeling were used to test the model. According to the model, the authors made a distinction between trustworthiness and trust dimension in Sales Promotion People (SPP) context and Management Policies and Practices (MPP) context. By collecting primary data from 105 respondents, the result shows that in the MPP context, operational benevolence was proven to demostrate a statistically significant positive effect to trust in MPP. Both the trust in MPP and trust in …

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Halal Literacy: A Concept Exploration And Measurement Validation, Imam Salehudin Nov 2021

Halal Literacy: A Concept Exploration And Measurement Validation, Imam Salehudin

ASEAN Marketing Journal

Muslim consumers have strict commandments which guides their consumption behavior. However, Muslim individuals may have different compliance regarding the commandments. This difference in compliance may be explained by difference in halal literacy. Halal literacy is the ability to differentiate permissible (halal) and forbidden (haram) goods and services which came from better understanding of Islamic laws (shariah).Thus, the purpose of this paper is to explore the concept of Halal Literacy as well as to develop and validate an instrument to measure Halal Literacy for Muslim consumers. Halal literacy was measured using two methods. One method using six items of five point …

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Performance Evaluation Of Public Services: A Development Of Public Services Quality Measurement And Customer Satisfaction Model On Three Cities In Java, Gita Gayatri, Rifelly Dewi Astuti, Fanny Martdianty, Sri Daryanti Nov 2021

Performance Evaluation Of Public Services: A Development Of Public Services Quality Measurement And Customer Satisfaction Model On Three Cities In Java, Gita Gayatri, Rifelly Dewi Astuti, Fanny Martdianty, Sri Daryanti

ASEAN Marketing Journal

Decentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the …

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Determinants Of Female Labor Force Participation, Adiqa Qausar Kiani Nov 2021

Determinants Of Female Labor Force Participation, Adiqa Qausar Kiani

ASEAN Marketing Journal

There are many factors related to female entering the labor market. For example, household income, household expenditure, education and status of the head of the household (male/ female). The degree of correlation between each variable and female labor force participation rate varies throughout the country. This study focused on the factors due to which women enter in labor market. Tobit model is used for this analysis. It is concluded that education and household expenditures have positive but insignificant impact on the female LF, whereas household income and head of the household has negative impact on FLF. It is suggested that …

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Employee Participation In The Private Sector In Malaysia: The Applicability Of Favourable Conjunctures Model, Balakrishnan Parasuraman, Di Kelly, Balan Rathakrishnan Nov 2021

Employee Participation In The Private Sector In Malaysia: The Applicability Of Favourable Conjunctures Model, Balakrishnan Parasuraman, Di Kelly, Balan Rathakrishnan

ASEAN Marketing Journal

EP is one crucial aspect of the employment relationship in both private and public organisations in many countries. In 2001, Poole, Lansbury and Wiles developed a model for comparative EP, which they named the Favourable Conjunctures Model. So far, this model has only been applied in developed countries such as the United States of America, United Kingdom, Australia and Europe. There it was applied in order to examine worker participation from the national perspective. No extensive study has been conducted using this model to explain worker participation practices at the company level. In parallel with this aspect, this model also …

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‘Initiative-Decision’ Typology Of New Product Launching (Npl) Into Local Market: Toward Interaction Mechanism, Firmanzah Firmanzah Nov 2021

‘Initiative-Decision’ Typology Of New Product Launching (Npl) Into Local Market: Toward Interaction Mechanism, Firmanzah Firmanzah

ASEAN Marketing Journal

New product launching (NPL) process in subsidiaries is very complex, expensive and risky. This process is marked by the problem of role partition between headquarter and subsidiaries. This research emphasizes the quality of relation between subsidiaries and headquarter which determines the qualities of NPL process into local market. Typology of initiative-decision during NPL process has been documented. Using cluster analysis, three clusters of ‘initiative-decision’ during NPL are found in this research: ‘headquarters domination’, ‘mix-initiative’ and ‘interaction’. Using ANOVA analysis, this research found that interaction between subsidiary and headquarter managers positively increases the effectiveness of marketing-strategy during NPL process. This finding …

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Value Added Service And Service Quality From The Customer’S Perspective: An Empirical Investigation In Thai Telecommunication Industry, Saowanee Srikanjanarak, Azizah Omar, T Ramayah Nov 2021

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 …

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