Business Commons^™

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 …

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 …

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, …

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 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 …

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 …

Identifying Key Factors Of Rail Transit Service Quality: An Empirical Analysis For Istanbul, Erkan Isikli, Nezir Aydin, Erkan Celik, Alev Taskin Gumus

Journal of Public Transportation

Providing a high quality of service in public transportation is essential to reduce dissatisfactions stemming from traffic congestion and noise. Public transport providers need to find ways to dilute the effects of immoderate use of private cars in big cities while maintaining a sufficient level of customer satisfaction. This study aimed to identify the key service quality (SQ) factors that drive passenger satisfaction in Istanbul’s rail transit (RT) system using data obtained from an extensive survey conducted by the Istanbul Public Transportation Co. A total of 11,116 passengers who used rail transport from May 15–June 3, 2012, and June 17–July …

Analisis Penerapan Sistem Informasi Akuntansi Diuniversitas : Studi Kasus Pada Universitas Indonesia, Arthaingan H. Mutiha, Marsdenia Marsdenia, Andhita Yukihana

Jurnal Vokasi Indonesia

The purpose of this study is to examine information system success of Accounting Information System based on individual performance and its impact to user satisfaction. The model used in this study is the modified IS Success Model of DeLone and McLean. The study uses primary data and data collection techniques using questionaires distributed to employee of Finance Directorate of University of Indonesia. This study used SEM approach, while analysis used LISREL software. The results showed that system quality and information quality significantly affects the individual performance while the service quality does not affect individual performance. On the other hand, the …

Automotive Telematics Market Segmentation Based On Quality Expectations, Dayoung Kim, Donghee Kim, Jungsuk Oh

Asia Marketing Journal

This paper explores the possibility of segmentation of consumers based on their quality expectations toward the automotive telematics service. Hypotheses on utilizing consumers’ expectations toward the automotive telematics service for the market segmentation and linking the segments with optimal product designs are formulated. Samples are segmented based on their perceived service quality to the service attributes from various configurations of automotive telematics service. Then, a regression analysis on the segmented groups of users is performed to check whether they have qualitatively differing evaluation on the service quality. The result indicates that the proposed segmentation is operational and differing product attributes …

Perceived Service Quality Of Electricity Supply In Nigeria: A Survey Of Manufacturers In Kakuri Industrial Estate, Kaduna, Abdulsalam Dauda, Mohammed Abubakar Mawoli, Abdullahi Yusuf Babandako

Business Review

Manufacturing firms require adequate business support facilities in order to operate optimally and contribute to the economic growth of nations. The quality of the business support services is as important as their availability or provision. While it has been established that the existing business support services in Nigeria are inadequate, the quality of the existing business support facilities is unknown. Based on the contention that quality is determined by the user or customer, this study evaluates the service quality of electricity services in Nigeria from manufacturers’ perception. The entire population of the study constituting the general managers and assistant managers …

Assessing Service Quality In Adventure Tourism, Prof. Antonie Bauer

Irish Business Journal

The purpose of this paper, which is based on a survey of activity providers in South West Ireland, is to assess the quality of adventure tourism offerings and to investigate which aspects of the experience contribute most to visitors’ perception of quality. In addition, it explores the validity of different methods for the assessment of service quality. A new importance weighted method is developed that avoids the inconsistencies of existing approaches and has higher predictive value than the other models for the Irish sample. A simple performance only approach is second best in explaining variation in overall perception of quality, …

Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review

Hospitality Review

No abstract provided.

Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning

Hospitality Review

This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, …

Understanding Golf Country Club Members’ Loyalty: Factors Affecting Membership Renewal Decisions, Theresa N. Clem M.S., Swathi Ravichandran Mba, Ph.D., Aryn C. Karpinski Ph.D.

Hospitality Review

Many private country clubs across the United States have experienced a declining or flat membership and smaller waitlists of members wanting to join. The objective of this study was to investigate whether member involvement, service quality, and perceived value, influence member satisfaction and intention to renew membership for members of private country clubs. An online survey instrument customized for the country club industry was distributed to members of two country clubs in northeast Ohio. Results indicate that involvement level of members and perceived value impact country club members’ satisfaction and intention to renew their membership. Managerial implications are discussed.

A Study On The Mot Of Household Telecommunication Services, Minhee Son, Kyesook Han, Hyoyeol Lim

Asia Marketing Journal

With the intensity of competition and the standardization of technical attributes in telecommunications service market increasing, differentiated activity and customer experience in service encounter is regarded as an important means for creating customer value, however, there is a dearth of good literature examining what MOT activity is composed of according to consumption chain, and how service quality of MOT has influenced customer performance. Especially there exist various services across different phase of Product life cycle(PLC) in household telecommunication service market, customer requirement for MOT might depend on whether its phase is introduction-growth stage or maturity-decline stage, the empirical study is …

쇼핑가치가 고객만족과 구매행동에 미치는 영향에 관한 연구, 광호 안, 병훈 임, 선태 정

Asia Marketing Journal

Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests …

서비스산업에서 소비자의 정이 행위의도에 미치는 영향, Jong Hee Park, Do Yle Kim, Seon Hee Kim

Asia Marketing Journal

No abstract provided.