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Article
Publication date: 1 May 1994

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…

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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.

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

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Article
Publication date: 29 July 2021

Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction…

Abstract

Purpose

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

Design/methodology/approach

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

Findings

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

Originality/value

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

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Article
Publication date: 24 August 2021

Dae Hui Lee

The purpose of this study was to examine the causal relationship between extended service quality including information and communications technology (ICT) and distinct…

Abstract

Purpose

The purpose of this study was to examine the causal relationship between extended service quality including information and communications technology (ICT) and distinct perceived value. This study also examined whether distinct perceived value has different effects on exhibition trust through general attendees' satisfaction.

Design/methodology/approach

Structural equation modeling was used to examine the causal relationships between the following factors: extended service quality, distinct perceived value, satisfaction and trust.

Findings

The structural relationships between extended service quality, distinct perceived value and satisfaction required to build exhibition trust were empirically confirmed. In particular, ICTs had significant effects on all of the perceived value factors, which reliably supports a conclusion that ICT is a key component of exhibition service quality.

Originality/value

Recognizing the significance of ICT, this study has contributed to the field by providing researchers and managers with useful information that not only demonstrates how extended service quality and distinct perceived value independently contribute to satisfaction and interact with each other in doing so but also offers insights for better understanding how trust can be formed in exhibitions. Grasping the distinct preferences for value-oriented activities, understanding the importance of their mediating impacts and expanding the online-offline social networks in which their benefits are promoted and shared can alleviate the uncertainty leading up to exhibition participation while increasing the preemptive transparency of the relationship between quality and value offered by exhibitions.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 17 June 2021

Charles Dokcen, Vincent Obedgiu and Gideon Nkurunziza

The purpose of the study is to establish the mediating role of Perceived Service Quality on the relationship between Retail Atmospherics and Retail Store Patronage of…

Abstract

Purpose

The purpose of the study is to establish the mediating role of Perceived Service Quality on the relationship between Retail Atmospherics and Retail Store Patronage of Supermarkets in Emerging Economies using empirical evidence from Uganda.

Design/methodology/approach

The study used a cross-sectional research design and quantitative approach to understand stand the structured reality of Retail Store Patronage of supermarkets in context of emerging economies. In the context of this study, the data were drawn from Uganda's supermarkets. A sample of 1,504 customers were selected from 136,270 customers. Data was collected from supermarket customers using closed ended questionnaire. Descriptive and inferential statistics were derived to describe the behavior of customers and draw conclusions on population using sample statistics. Correlation analysis was used to establish the degree of association between the variables. Hierarchical regression was applied to assess the unique contribution of each variable; control variables-income and age, predictor variables – Retail Atmospherics and Perceived Service Quality on dependent variable – Retail Store Patronage. Mediation was done following the four-step procedures of mediation of Baron and Kenny (1986).

Findings

The results revealed significant positive relationship between Retail Atmospherics, Perceived Service Quality and Retail Store Patronage, confirming the direct hypotheses. Perceived Service Quality partially mediated the relationship between Retail Atmospherics and Retail Store Patronage. The findings depict that Retail Store Patronage is influenced directly by Retail Atmospherics and indirectly through Perceived Service Quality as a mediating variable. However, in situations where the atmospherics is good but perceived service quality is poor, Retail Store Patronage may not be fully realized.

Originality/value

The study provides information that is relevant for filling the practical and theoretical gap in the Retail Store Patronage in Ugandan supermarkets. Previous research studies investigated patronage behavior of shoppers in single retail units yet there is paucity of research on patronage behavior across different retail formats in the world. This study can be generalized and have strategic implications to developing economies that seek to grow and sustain their businesses. It points to the gaps that are normally overlooked and could lead business failure. The focus of most previous studies were on developed economies more especially Europe and America. This study in particular focused on the role of perceived service quality in the relationship between retail atmospherics and customer retail store patronage in emerging economies like Uganda as a testing ground.

Details

Journal of Contemporary Marketing Science, vol. 4 no. 1
Type: Research Article
ISSN: 2516-7480

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Article
Publication date: 16 June 2021

Istijanto

This study aims to investigate the aspects of perceived quality differences that influence student satisfaction when the mode of learning is changed from the traditional…

Abstract

Purpose

This study aims to investigate the aspects of perceived quality differences that influence student satisfaction when the mode of learning is changed from the traditional classroom to online distance learning because of the COVID-19 pandemic.

Design/methodology/approach

This study used an online survey for data collection by distributing online questionnaires to students at a private university in Indonesia. Convenience sampling was applied as the sample method. A total of 253 valid questionnaires were acquired, and all items were recorded on the seven-point comparative scale. Exploratory factor analysis was adopted to identify the dimensions of perceived quality. Then, multiple regression analysis was used to examine the impacts of these dimensions on student satisfaction.

Findings

Four dimensions of perceived quality differences were identified, namely, the perceived quality of the campus facilities, learning process, teaching staff and administrative staff. Regression analysis results proved that the perceived differences in the quality dimensions between the traditional classroom and online distance learning had positive and significant effects on student satisfaction.

Research limitations/implications

As a result of using a convenient sample, this study exhibited a limited sample and context. Therefore, the generalizability of these findings is limited. Future research can use a stratified sample with more diverse categories of respondents.

Practical implications

The findings of this study will help universities that plan to change the mode of learning from traditional classroom to online distance learning. Higher education institutions can gain a deep understanding of these perceived quality attributes that have significant impacts on student satisfaction.

Originality/value

To the author’s best knowledge, this study is the first to address the effect of changing modes of learning from traditional classroom to online distance learning because of the COVID-19 pandemic on student satisfaction in the Indonesian context.

Details

Quality Assurance in Education, vol. 29 no. 4
Type: Research Article
ISSN: 0968-4883

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Book part
Publication date: 21 October 2013

Adi Alic, Emir Agic and Almir Pestek

This study analyses direct effects of risk-related factors on perceived quality for private labels.

Abstract

Purpose

This study analyses direct effects of risk-related factors on perceived quality for private labels.

Design/methodology/approach

A total of 159 usable data was collected through survey, using mall intercept method in one regional retail chain in Bosnia and Herzegovina.

Findings

The results confirm that the perceived risk has a significant and negative impact on consumers’ perceptions of the quality of private labels, and that the financial risk, performance risk, and physical risk are significant determinants of overall perceived risk, thus indirectly influencing the perception of the quality of these brands.

Originality/value

This chapter shows that the perceived quality of private labels is significantly determined by the perceived risk to which consumers are exposed. The findings of this research can help retailers in terms of adequately defining marketing policies aimed at reducing the perceived risk that consumers are exposed to when purchasing their own brands.

Details

Challenges for the Trade of Central and Southeast Europe
Type: Book
ISBN: 978-1-78190-833-4

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Book part
Publication date: 19 November 2012

Kent B. Monroe

This chapter summarizes the behavioral pricing research findings of price and how buyers respond to price. This includes the relationship between price and perceived value…

Abstract

This chapter summarizes the behavioral pricing research findings of price and how buyers respond to price. This includes the relationship between price and perceived value and the decision heuristics that help us understand how price influences perceptions of value and eventual product choice. Buyers also use price as an indicator of product quality, and customers’ perceptions of quality, benefits, and value affect how they will respond to a purchase situation. In addition, buyers’ perceptions of the sacrifice affect the purchase decision, that is the degree that consumers reflect on the amount that they would “give up” by paying the monetary price for a product may vary according to a variety of situations and conditions, such as type of product or service, or the perceived unfairness of the price, or if the buyer perceives a brand is superior to competing brands. The chapter also discusses how buyers trade off or compare the perceived gains arising from price-quality judgments versus the perceived sacrifice required to acquire the product or service, including whether buyers integrate price and other attribute information following a nonlinear (proportional) or linear (subtractive) process. It also summarizes research on price as a multidimensional attribute, considered with additional dimensions such as warranty coverage, and warrantor reputation. Finally, the chapter examines perceived product value as being decomposed into its (1) perceived acquisition value (the expected benefit to be gained from acquiring the product less the net displeasure of paying for it) and (2) perceived transaction value (the perceived merits or fairness of the offer or deal).

Details

Visionary Pricing: Reflections and Advances in Honor of Dan Nimer
Type: Book
ISBN: 978-1-78052-996-7

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Book part
Publication date: 24 October 2015

Sarah (Song) Southworth and Minjeong Kim

There is a rising number of Asian brands expanding to Western nations. However, one of the biggest challenges is their reputation of inferior quality. The objectives of…

Abstract

Purpose

There is a rising number of Asian brands expanding to Western nations. However, one of the biggest challenges is their reputation of inferior quality. The objectives of this research are to examine the U.S. consumers’ quality perception of Asian brands and what steps can be taken to improve their perceived quality to ultimately influence patronage intentions. This study also considers how age influences U.S. consumers’ perceived quality and patronage intentions.

Methodology/approach

An online experiment using 328 U.S. female subjects was conducted to examine how quality cues (brand origin and product design) influence their perceived quality of Asian brands. The study also examines how age (due to different levels of exposure of Asian brands) moderates the relationship between product cues and perceived quality.

Findings

The findings showed that there was a difference between the younger (Generation X and Y) and older (Baby boomers and Swing) group’s perceived quality of these Asian brand origins, namely Japan and China. Product design had an impact on perceived quality, but age was not a moderating factor.

Implications

Chinese and Japanese brands can use these differences in perception of brand origins to market accordingly. Product design cues can also be used effectively to both age groups by Asian brands to improve the perceived quality of U.S. consumers.

Originality/value

This research provides novel insight on U.S. consumers’ perceived quality and patronage intentions from different Asian brand cues. The study also contributes to the body of literature on how the relationship between specific Asian brand cues and perceived quality may differ as a function of age.

Details

International Marketing in the Fast Changing World
Type: Book
ISBN: 978-1-78560-233-7

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Book part
Publication date: 11 June 2009

Anca E. Cretu and Roderick J. Brodie

Companies in all industries are searching for new sources of competitive advantage since the competition in their marketplace is becoming increasingly intensive. The…

Abstract

Companies in all industries are searching for new sources of competitive advantage since the competition in their marketplace is becoming increasingly intensive. The resource-based view of the firm explains the sources of sustainable competitive advantages. From a resource-based view perspective, relational based assets (i.e., the assets resulting from firm contacts in the marketplace) enable competitive advantage. The relational based assets examined in this work are brand image and corporate reputation, as components of brand equity, and customer value. This paper explores how they create value. Despite the relatively large amount of literature describing the benefits of firms in having strong brand equity and delivering customer value, no research validated the linkage of brand equity components, brand image, and corporate reputation, simultaneously in the customer value–customer loyalty chain. This work presents a model of testing these relationships in consumer goods, in a business-to-business context. The results demonstrate the differential roles of brand image and corporate reputation on perceived quality, customer value, and customer loyalty. Brand image influences the perception of quality of the products and the additional services, whereas corporate reputation actions beyond brand image, estimating the customer value and customer loyalty. The effects of corporate reputation are also validated on different samples. The results demonstrate the importance of managing brand equity facets, brand image, and corporate reputation since their differential impacts on perceived quality, customer value, and customer loyalty. The results also demonstrate that companies should not limit to invest only in brand image. Maintaining and enhancing corporate reputation can have a stronger impact on customer value and customer loyalty, and can create differential competitive advantage.

Details

Business-To-Business Brand Management: Theory, Research and Executivecase Study Exercises
Type: Book
ISBN: 978-1-84855-671-3

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Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-726-1

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