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Article

Injazz J. Chen, Atul Gupta and Walter Rom

Studies the relationship between perceived price and perceived qualityfor the three types of services, namely, pure, mixed, andquasi‐manufacturing classified by Chase and…

Abstract

Studies the relationship between perceived price and perceived quality for the three types of services, namely, pure, mixed, and quasi‐manufacturing classified by Chase and Tansik, and the relative importance of five dimensions of service quality identified by Parasuraman et al. Finds that the relationship between perceived price and the five dimensions of service quality appears to be very weak for pure and quasi‐manufacturing services, but is statistically significant for mixed service. Reliability dimension is statistically significant for all three types of service. Tangible dimension is a critical variable for mixed service while the empathy dimension is important for quasi‐manufacturing service. On the other hand, the relationship between perceived price and overall service‐quality is significant for quasi‐manufacturing service, but is weak for pure and mixed services.

Details

International Journal of Service Industry Management, vol. 5 no. 2
Type: Research Article
ISSN: 0956-4233

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Article

Ahmet Demir, Lubna Maroof, Noor Us Sabbah Khan and Bayad Jamal Ali

In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed…

Abstract

Purpose

In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed structural equations modeling (SEM).

Design/methodology/approach

The purpose of this paper is to elaborate the direct and indirect effects of e-service quality on perceived value, satisfaction and willingness to pay for online meeting platforms in the education sector. This study also explores the effect of e-service quality on users' perception and satisfaction.

Findings

The results reveal that e-service quality directly affects the perceived value and satisfaction but has no direct effect on the willingness to pay. Secondly, perceived value and satisfaction mediated the relationships between service quality and willingness to pay. However, it is observed that perceived value has a more significant impact on the willingness to pay compared to satisfaction. It is further reported that perceived value is one of the antecedents of satisfaction. The study also explores the direct relationship between perceived value and willingness to pay, and introduces satisfaction as a mediating variable between perceived value and willingness to pay.

Research limitations/implications

The sample is geographically limited as only online faculty and staff working at private universities participated in the study. This study has implications for administrators of higher educational institutions and companies providing IT solutions for online meetings. From a managerial standpoint, this study provides and IT companies a broad theoretical basis that designing a successful online meeting platform should specifically emphasize e-service quality, perceived value and customer satisfaction.

Originality/value

There is no study that evaluated the links among e-service quality, value, satisfaction, and willingness to pay for the online meeting platform services. Therefore, this study is useful for the private university administration and online meeting platform developers and investors.

Details

Journal of Applied Research in Higher Education, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-7003

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Article

Yongheng Yang

The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.

Abstract

Purpose

The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services.

Design/methodology/approach

This paper extends the classic framework of service quality, value and satisfaction by adding perceived transparency as an essential component, applies service-dominant logic to develop hypotheses regarding the effects of transparency and empirically tests the extended framework with secondary household survey data on China’s public healthcare.

Findings

The classic framework of service quality, value and satisfaction that originated from the private sector is robust in public service. Perceived transparency has a positive impact on perceived value and citizen satisfaction, but the positive effects of service quality and perceived value on citizen satisfaction were weakened with the increasing level of perceived transparency.

Research limitations/implications

Perceived transparency is a double-edged sword regarding citizen satisfaction: although transparency increases perceived value and satisfaction by enhancing citizens’ service co-creation and inspiring citizen confidence, increased transparency raises citizens’ expectations for service products, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.

Practical implications

In a context with higher transparency, local authorities must learn to manage citizen expectations that influence satisfaction, and increase the probability of satisfaction by avoiding too high citizen expectations.

Originality/value

This paper highlights the importance of transparency in enhancing public service co-creation, and contributes a novel perspective on the effects of transparency in the formation of citizen satisfaction, which may serve as the starting point for studying the role of transparency in public affairs.

Details

Journal of Service Theory and Practice, vol. 28 no. 4
Type: Research Article
ISSN: 2055-6225

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Article

John C. Groth and Richard T. Dye

Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the…

Abstract

Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation process. Considers on the implications of key relationships in the marketing and delivery of services. Characterizes customer perception of the perceived value of a service and quality of service in multivariate space. This model yields a value vector that summarizes the perceived value of a service and service quality to a customer. The perceived value vector summarizes the aggregate effects of variables of influence on perceived value. Relates service delivery to customer expectations. In this context, illuminates important issues related to exante versus ex post expectations. Introduces the concept of expectations‐delivery variance (EDV). Examines the concept of delivery shortfalls as well as delivery excess, with excess leading to bonus fulfillment. Shortfalls and bonuses have residual effects. Asserts that shortfalls and bonus effects have asymmetric affects in terms of residual influence on future perceptions of customer expectations of service value.

Details

Managing Service Quality: An International Journal, vol. 9 no. 4
Type: Research Article
ISSN: 0960-4529

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Article

Spiros Gounaris, Aikaterini Vassilikopoulou and Kalliopi C. Chatzipanagiotou

Although many authors argue that practising marketing internally facilitates the implementation of the market orientation concept, systematic empirical research to explore…

Abstract

Purpose

Although many authors argue that practising marketing internally facilitates the implementation of the market orientation concept, systematic empirical research to explore the validity of the argument remains surprisingly scarce. Hence, the purpose of this paper is to investigate empirically the relationship between market orientation (MO) and internal‐market orientation (IMO) as well as their joint effect on customer satisfaction.

Design/methodology/approach

The findings ground on data collected from dyads of financial services providers and their customers. The former provided the information pertaining to the company's degree of MO and IMO adoption as well as on perceived employee value, while the latter were asked about perceived customer value, perceived service quality and their satisfaction with their provider. In total 127 dyads are employed in the analysis.

Findings

The findings show that MO and IMO are two inter‐related concepts, probably falling under the marketing philosophy umbrella. Through MO adoption, customer perceived value and customer perceived quality of the service increase. Through IMO adoption, the company improves the level of employee perceived value, which also results in higher levels of customer perceived service quality. Interestingly enough, IMO adoption is also found to have a direct impact on customer perceived service quality.

Research limitations/implications

The major implication from the study is that adopting a market orientation does help improve customer satisfaction but this objective is better served when developing a more holistic view of marketing and trying to simultaneously offer value to other company stakeholders, such as the employees. The major limitation of the study is the focus on services. When it comes to manufactured goods, customers receive significant value from the tangible parts of the product and consequently further investigation is required before any generalization can be made on the basis of the strength of the relationships that this study reveals.

Practical implications

The most significant implication for practitioners is the need to strike the right balance between the company's internal and external orientation. To achieve this, companies have to invest in integrating the marketing and the human resource functions, in much the same manner in which they attempt to integrate marketing with other company functions that also influence customers' experiences.

Originality/value

This is the first empirical study to investigate the inter‐relationship and the joint effect of two well established notions, i.e. that between MO and IMO, and thus offers the required support to normative arguments regarding the need to sustain a balance between the company's external and internal focus.

Details

European Journal of Marketing, vol. 44 no. 11/12
Type: Research Article
ISSN: 0309-0566

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Article

Prasanta Kr. Chopdar and V.J. Sivakumar

The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users…

Abstract

Purpose

The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users positive word of mouth intention towards mobile shopping applications. The role of personalization as a moderator is further investigated.

Design/methodology/approach

A descriptive research approach was adopted, and responses were gathered from 252 mobile shopping application users in India, using an online survey. The variance-based partial least square structural equation modelling approach was opted for analysing the research model.

Findings

The results showed the deleterious effects of PCV on service quality and perceived value. The findings further confirm the significant positive impact of service quality and perceived value on the positive word of mouth intention of users. The role of personalization in mitigating the adverse effects of PCV on perceived value among users of mobile shopping application is highlighted in the study; however, its role in safeguarding service quality is found to be insignificant.

Research limitations/implications

A study with larger sample of respondents from varied nationalities will aid in generalizing the findings of this research.

Originality/value

This is the first time that PCV and its consequences have been studied in the context of mobile shopping applications.

Details

Journal of Indian Business Research, vol. 10 no. 2
Type: Research Article
ISSN: 1755-4195

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Article

Enrique Bigné, Miguel A. Moliner and Javier Sánchez

The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice…

Abstract

The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so that evaluation of perceived overall quality and of satisfaction is more complex than that of a single service. The study centres on two publicly‐owned multiservice organisations: hospitals, and universities. The particular nature of multiservice organisations is that, when dealing with the influences of the dimensions of perceived quality, it is necessary to take into consideration not only the perceived quality of each of the services, but also the perceived overall quality of the multiservice organisation and the overall satisfaction with it.

Details

Journal of Services Marketing, vol. 17 no. 4
Type: Research Article
ISSN: 0887-6045

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Article

Min Zhang, Xuele Shen, Mingxing Zhu and Jun Yang

With more and more individuals relying on mobile devices to obtain information, many libraries launch mobile application to satisfy mobile users’ information need. The…

Abstract

Purpose

With more and more individuals relying on mobile devices to obtain information, many libraries launch mobile application to satisfy mobile users’ information need. The purpose of this paper is to figure out factors influencing consumers’ channel transfer intention of library service from web-based platform to mobile app.

Design/methodology/approach

A structural equation model is proposed based on categorization theory. In addition, situational contexts are taken into account to make research model more suitable for the real condition. Data collected from 319 samples are used for hypotheses examining.

Findings

The relationships between source and target (perceived differentiation including function differentiation and resource differentiation) positively affect perceived situation efficiency, which in turn shapes intention to use mobile library application. Perceived mobile library quality positively influences perceived differentiation, perceived situation efficiency and mobile library adoption intention. In summary, perceived situation efficiency is the main factor.

Practical implications

Both quality and situational factors should be taken seriously, and mobile device producers and mobile app developers should cooperate on improving the quality of mobile app. Meanwhile, it is critical to examine the relationship between web based and mobile library service in the initial or early stage of mobile library development.

Originality/value

By focussing on the impacts of the relationship between web and mobile library service and evaluation of mobile library on the adoption intention, this paper not only provides a theoretical understanding of mobile library adoption behavior but also offers practical insights to library managers and app developers for promoting such a process.

Details

Library Hi Tech, vol. 34 no. 1
Type: Research Article
ISSN: 0737-8831

Keywords

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Article

Mahafuz Mannan, Reaz Ahamed and Sifat Binte Zaman

The purpose of this paper is to investigate the direct effects of eHealth literacy, perceived competence, perceived electronic word-of-mouth (eWOM) credibility and price…

Abstract

Purpose

The purpose of this paper is to investigate the direct effects of eHealth literacy, perceived competence, perceived electronic word-of-mouth (eWOM) credibility and price perception on consumers' willingness to purchase online mental health services. This study also examines the mediating role of perceived information quality on the eHealth literacy-consumers' willingness to purchase online mental health services relationship and the moderating roles of perceived eWOM credibility and price perception on the perceived competence-consumers' willingness to purchase online mental health services relationship.

Design/methodology/approach

Based on an extensive literature review, a conceptual model was developed. The research design was cross-sectional. A total of 400 respondents participated in the self-administered survey. After discarding some questionnaires due to incompleteness and lack of variance, a total of 367 responses was used in final data analysis. Partial least square structural equation modeling (PLS-SEM) was used to test the proposed model.

Findings

eHealth literacy, perceived competence, perceived eWOM credibility and price perception were found to have significant positive direct effects on consumers' willingness to purchase online mental health services. Perceived information quality was found to have a significant partial mediating effect on the eHealth literacy-consumers' willingness to purchase online mental health services relationship. Both perceived eWOM credibility and price perception were found to have significant positive moderating effects on the perceived competence-consumers' willingness to purchase online mental health services relationship.

Originality/value

Studies concerning online mental health services from a marketing or business perspective is almost non-existent. Therefore, this study contributes to the scarce literature in that context. This is the first study that has investigated how eHealth literacy, perceived information quality, perceived competence, perceived eWOM credibility and price perception influence consumers' willingness to purchase online mental health services.

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Article

Eunil Park and Ki Joon Kim

The aim of this paper is to propose an integrated path model in order to explore user acceptance of long‐term evolution (LTE) services by examining potential causal…

Abstract

Purpose

The aim of this paper is to propose an integrated path model in order to explore user acceptance of long‐term evolution (LTE) services by examining potential causal relationships between key psychological factors and user intention to use the services.

Design/methodology/approach

Online survey data collected from 1,344 users are analysed with the structural equation modelling (SEM) method.

Findings

Results reveal that satisfaction is the most crucial factor contributing to user intention to use LTE services. Other factors, including perceived usefulness, attitude, and system and service quality, also have notable impacts on user intention. Furthermore, system and service quality is affected by both perceived processing speed and perceived mobility, while perceived usefulness is primarily influenced by perceived adaptivity. In addition, four factors (perceived usefulness, adaptivity, processing speed, and system and service quality) are found to be major determinants of the user attitudes toward the services.

Originality/value

The present study provides valuable insights to understanding key factors that affect user perceptions of and intention to use LTE services.

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