Business Commons^™

Consumer Attitude Toward Physician Practice Ownership: Propositions For Future Research, Gary Futrell

Association of Marketing Theory and Practice Proceedings 2024

Employed physicians now outnumber self-employed doctors, with approximately one-third of all U.S. physicians working for a hospital-owned or hospital-affiliated practice and many others employed at larger practices with 11 or more physicians. Consequently, the number of physicians working in small independent practices (those with 10 or fewer physicians) has dropped to nearly 15%. Management literature suggests that ownership of a firm can affect consumer attitudes. Specific to health care, significant research attention has been given to the implications of practice ownership from an operational, managerial, outcomes, and human resources perspective. However, little can be found to address the implications of …

Customer Tipping Patterns In Hospitality Sector: A Study In Goa, Edgar Dsouza Dr.

Journal of Tourism Insights

This research delves into the complex relationship between service quality, tipping behavior, and various influencing factors within the context of the hospitality industry. By collecting data from 19 casual and fine dining restaurants in Goa, India, the study focused on frontline employees, including waiters and barmen, who regularly interacted with diners. A total of 216 questionnaires were distributed during lunch and dinner periods, capturing diners' perspectives on service quality using a 7-point Likert scale.

The results revealed significant insights into the dynamics of tipping behavior. There was a statistically significant, medium-sized positive correlation between customer service assessments and the percentage …

Relationship Between E-Crm, Service Quality, Customer Satisfaction, Trust, And Loyalty In Banking Industry, Shymaa Mohamed Mohamed Abdeldayem, Engy Yehia, Mohamed Marie

Future Computing and Informatics Journal

E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can …

Level Of Customer Satisfaction On The Service Quality Personal Trainer, Abiyyu Amajida, Yudik Prasetyo, Enggista Hendriko Delano, Muhammad Fatih Humam

Jurnal Keolahragaan

This research intends to identify customer satisfaction with the service quality provided by the personal trainers. This research was arranged based on theoretical studies related to the level of customer satisfaction with a particular service. The research was a descriptive quantitative study with a survey method and a questionnaire as the research instrument. This study was done in Health and Sports Center Universitas Negeri Yogyakarta (HSC UNY) Fitness Center. Purposive sampling was used to do sampling on this research. Criteria of the samples were customers who used the services of a personal trainer at the HSC UNY Fitness Center, and …

Alleviating Labor Crunch In Singapore's Hospitality Industry, Chuah Peini

UNLV Theses, Dissertations, Professional Papers, and Capstones

The acute shortage of manpower in hospitality workforce has been a persistent problem in Singapore throughout these years which adversely affects both the managerial and lower-skilled occupational groups of employees. The pandemic has further accelerated human resource issues across the country in 2020. It particularly hits the hospitality industry hard since hotel businesses are highly human-centric and the unprecedented world event has adversely resulted in severe manpower leakages and a dilution of talent pool. This paper will analyze the reasons, severity and impact of the manpower shortage within the hospitality industry in Singapore, focusing on service quality. Lastly, the author …

Text Mining With Network Analysis Of Online Reviews And Consumers’ Satisfaction: A Case Study In Busan Wine Bars, Wei Fu, Eun Kyong Choi, Hak Seon Kim

Faculty and Student Publications

With the growth of internet technology, customers are sharing up their experiences. Hence, these types of customer experiences are spreading rapidly as a source of online reviews. For this reason, online reviews have become a critical source of information that influences customers’ purchase intentions and behavior. Thus, businesses should monitor online reviews to understand the customer experience and increase customer satisfaction and loyalty. This study attempts to identify essential characteristics for positive online reviews of wine bars and examine the structural relationships of these attributes. To accomplish this purpose, a total of 1,337 online reviews were collected from Google Travel …

Bank Consolidation And Its Effect On Service Quality, Thomas L. Powers, William S. Spears, Seongwon Choi

Association of Marketing Theory and Practice Proceedings 2022

The perceived quality of customer service plays a significant role in high involvement products and services. Previous research in the area of bank service quality suggests that as a bank is acquired the quality of service at the new larger bank does not equal what customers received at their old smaller bank. In addition, a newly consolidated bank may eliminate tailored services and create customer dissatisfaction due to higher fees, lower levels of service, and credit availability. Although prior research has focused on specific aspects of bank services, a contribution to the literature can be made by examining this topic …

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

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

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

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

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

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

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

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

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

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) …

Assessing The Market Niche Of Eurasian Rail Freight In The Belt And Road Era., Xu Zhang, Hans-Joachim Schramm

Articles

This paper presents an overview of the recent development of Eurasian rail freight in the Belt and Road era and further evaluates its service quality in terms of transit times and transport costs compared to other transport modes in containerised supply chains between Europe and China.

A trade-off model of transit time and transport costs based on quantitative data from primary and secondary sources is developed to demonstrate the market niche for Eurasian rail freight vis-a-vis the more established modes of transport of sea, air, and sea/air. In a scenario analysis, further cargo attributes influencing modal choice are employed to …

A Study Of Mazuism Religious Tourism In Taiwan: An Example Of Dajia Jenn Lann Temple, Chang Hsiao-Ming, Lin Ching-Hui, Huang Yen-Chen

International Journal of Religious Tourism and Pilgrimage

Although the study of Mazuism has been popular among scholars, few have attempted to touch upon its religious tourist behaviour; however, as the purpose of their travel is to worship at the Mazu Temple, it is thus, a tourism destination. Therefore, from the perspective of religious sustainable operation, it is important to understand the tourist behavior patterns of religious tourists visiting Mazu Temple. The purpose of this study is to analyze the interrelationships between destination image, service quality, perceived value, satisfaction, and behavioural intention. This study is conducted with convenience sampling methods for tourists visiting Jenn Lann Temple in Dajia, …

Revamping The Eagle Empire: An Initiative For Improving Services And Social Media Content Of A Collegiate Athletic Program, Steve Chen, Anna Gdovak, Adrienne Hall

Atlantic Marketing Association Proceedings

No abstract provided.

Service Quality Assessment Of Free Trade Port Zone Using Multilayer Quality Function Deployment: An Empirical Study In Taiwan, Sheng-Teng Huang, Ki-Yin Chang, I-Hsuan Su, Ay-Shiou Chiou, Yin-Chi Chen

Journal of Marine Science and Technology

The aim of this paper is to improve the service quality of Taiwan’s free trade port zone (FTPZ), which is the key facilitator for trade activities and economic growth. However, high service quality is important to satisfy FTPZ’s users, investors, and other stakeholders. This study evaluates the service quality of the FTPZ using the multilayer quality function deployment (QFD) technique. Many previous studies on the FTPZ only focused on the points of view of manufacturers, logistics companies, and cargo owners, whereas a service provider (such as the Maritime Port Bureau) has a different viewpoint. To fill this gap, we evaluate …

The Effect Of The Minimum Server Wage On Restaurant Guest Tipping Behavior And Perceptions, Jason Tang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Restaurant server income is predominantly composed of tips received from guests and the minimum server wage received from restaurants. Grounded in equity theory, this dissertation investigated the effect of the minimum server wage, in combination with established antecedents of voluntary tipping, on tipping rate and examined guest perceptions of fairness of the minimum server wage and three prevalent tipping policies (voluntary tipping, automatic service charge, and service inclusive pricing). Two experiments were conducted, a 2 (minimum server wage) x 2 (service quality) experimental design, and a 2 (minimum server wage) x 3 (tipping policy) experimental design. The results revealed that …

Understanding The Operating Landscape Of The Global Airline Industry: A Dea Integrated Alternating Conditional Expectation Approach, Joyce M. W. Low, Kum Khiong Yang

Research Collection Lee Kong Chian School Of Business

Purpose: This study investigates the relationships between service efficiency in 5 major cost centres (namely, business orientation, network coverage, physical resources, maintenance, repair and overhaul (MRO), and human resources) and profitability in the global airline industry. Design/methodology: The study integrates the Slack-based Model (SBM) of Data Envelopment Analysis (DEA) with the Alternating Conditional Expectation (ACE) regression to understand the relationships between an airline’s profitability and its efficiencies in 5 identified operations areas. Findings: Based on the observational data obtained from 75 international airlines, the relationships between operational performances and profitability are found to be curvilinear and contingent on an airline’s …

The Effect Of Website Quality On Repurchase Intention With The Mediation Of Perceived Value: The Case Study Of Online Travel Agencies In Vietnam, Huyen Pham, Thu Nguyen

Journal of Global Business Insights

The sharing economy is getting broader with its non-ownership assets, better use of resources, lower prices, and more customized products (Belk, 2014). In tourism industry, the development of the sharing economy involved the emergence of online travel agencies (OTAs) who are intermediates between services providers and consumers, provide accommodations, transport services, food and beverages services, tour guide services, etc. (Skalska, 2017). Recently, Vietnam has experienced a rapid growth in the number of users booking tourism products and services through OTAs. Playing such an important role in the tourism market, it is essential for OTAs to retain customers which later bring …

Measuring Factors Influencing Thiqa Patient Loyalty To Outpatient Medical Services: An Empirical Study In The Emirate Of Abu Dhabi, Ibrahim Ahmed Sultan Ahmed Al Kuwaiti

Dissertations

The need to establish factors that influence the occurrence of a reduced rate of patient satisfaction and loyalty has attracted the attention of many healthcare and marketing scholars in recent years. Most of the hospitals managed by Abu Dhabi Health Services Company (SEHA) in Abu Dhabi have registered a decrease in the number of patients holding Thiqa insurance cards seeking outpatient care services, despite the fact that the Thiqa insurance plan is considered the preeminent insurance plan in the Emirate of Abu Dhabi for nationals of the United Arab Emirates. Therefore, this study is dedicated to evaluating issues that have …

Servqual Measurement In A Healthcare Setting: Before And After Corrective Strategy Implementation, Jerome Christia

Atlantic Marketing Association Proceedings

No abstract provided.

Exploring The Effects Of Mindfulness In Marketing: Mindfulness, Ethics, Emotional Labor And Service Quality, Emma (Junhong) Wang

2019

Mindfulness, i.e., nonjudgmental, present-centered awareness and attention, finds its roots in ancient spiritual traditions, and is most systematically articulated and emphasized in Buddhism. Although arguably relevant to a variety of practices, mindfulness research is sparse in marketing literature. In particular, there is a shortage of empirical research on the application of mindfulness in marketing (Ndubisi, 2014). This dissertation follows a three-paper model to begin to address this shortage in marketing literature. Paper one uses the Service-Dominant Logic of Marketing and Moral Development Model as theoretical lens to discuss how mindfulness could be a viable approach to fostering ethical marketing behaviors. …

Analisis Kualitas Pelayanan Customer Service Pada Rumah Sakit Di Provinsi Dki Jakarta, Badra Al Aufa

Jurnal Administrasi Bisnis Terapan (JABT)

Improving the quality of hospital services could be increase profit, market share and cost savings. Staff in front desk plays an important role in affect satisfaction patients, possibility for someone to recommend service and grades create a for patients. This study attempts to analyze the quality of customer service unit at hospital in Jakarta, Indonesia. This research used observation method. Data collection technique was using ghost shopping method. Research has been conducted on 19 hospitals in Jakarta. The selection of hospital was using purposive sampling method. Check list has been used for data collection. Observation has been conducted to see …

The Effects Of Loyalty Programs On Profits And Customer Retention, Kennylyn Miranda

Senior Capstone Projects

The purpose of study is to do an empirical analysis of the effects of customer loyalty and how it relates to customer retention and increases overall profits, particularly in the hospitality industry. The hospitality industry is continually changing and is encompassed in a highly competitive environment. Loyalty Programs are a form of marketing strategies that are set to attract, maintain, and enhance customer relationships (Yoo, 2011). The discussion of the study indicates that there is a significant increase in company profits due to customer retention and loyal customers.

In any business customer loyalty is a factor that drives the overall …