Convenience and satisfaction: mediation of fairness and quality

Roy, Sanjit Kumar; Lassar, Walfried M.; Shekhar, Vaibhav

doi:10.1080/02642069.2016.1186657

Cited by 60 publications

(53 citation statements)

References 72 publications

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“…the service received by the customer has been met up to its expectation (Oliver, 1980;Weiss et al, 2005). Customer is satisfied by the product or service when its perception about any product or service is equivalent to its expectation (Dai and Salam, 2014;Kaura et al, 2015;Roy et al, 2016). For many businesses, customer satisfaction is a very effective tool in measuring the ability of their product or service.…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…When other companies are also providing the convenience services to their customers, the company must have to differentiate itself by providing greater value to the customers as compared to their competitors in order to maintain its market position and to gain an advantage over them (Colwell et al, 2008). Many researchers have found that customer purchasing behaviour has been largely influenced by the convenience offered by the companies (Dai and Salam, 2014;Kaura et al, 2015;Roy et al, 2016). Berry et al (2002) in their study have described that five service convenience extents have been playing a major role in customer satisfaction and company's success.…”

Section: Service Conveniencementioning

confidence: 99%

“…When customer is putting its time and exerting its effort in deciding what service to use or purchase. In other words, the perceived time and effort of the customer is used to decide whether to purchase a service or self-perform it (Dai and Salam, 2014;Kaura et al, 2015;Roy et al, 2016). The decision is made on the available information about the service, word of mouth, brand recognition and the tangible facilities and employee's appearance (Chang and Polonsky, 2012).…”

Section: Decision Conveniencementioning

confidence: 99%

See 2 more Smart Citations

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Mehmood¹,

Najmi²

2017

IJECRM

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The purpose of this study is to find out the impact of five types of service convenience namely decision, access, transaction, benefit and postbenefit on customer satisfaction in home delivery service of online retailing. Service convenience model is applied to identify the consumer's experience regarding different conveniences encountered at different stages of home delivery. For that purpose, the data was collected from 230 consumers who had experienced the home delivery service during online shopping. After applying EFA, regression analysis has been performed as a statistical technique to test the hypotheses. The result of the study shows that all the independent variables are having a positive and significant impact on customer satisfaction except the one which is access convenience. This shows that accessibility to service provider does not affect customer satisfaction as they are considering online shopping as an efficient virtual store, where they can complete the purchasing process by themselves. It is recommended that online retailers should have to focus in providing convenience services in order to increase customer satisfaction.

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Section: Customer Satisfactionmentioning

confidence: 99%

Section: Service Conveniencementioning

confidence: 99%

Section: Decision Conveniencementioning

confidence: 99%

See 1 more Smart Citation

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Mehmood¹,

Najmi²

2017

IJECRM

View full text Add to dashboard Cite

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“…The results showed that the five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post-purchase convenience. Mpinganjira [16] recommended four dimensions: search, evaluation, order, and possession convenience, whereas Roy et al [21] analyzed five service convenience types, including decision, access, transaction, benefit, and post-benefit. These dimensions are similar to those found in, and the variables were also based on Jiang et al [15].…”

Section: Conveniencementioning

confidence: 99%

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Phạm¹,

Tran²,

et al. 2018

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Electronic commerce (e-commerce) is an increasingly popular trend in modern economy concomitant with the development of the Internet. E-commerce has developed considerably, making Vietnam one of the fastest growing markets in the world. However, its growth rate has not matched its potential, leading to the question how online retailers could improve their practices and thus contribute to the sustainable development of emerging markets such as Vietnam. Therefore, with the goal of providing online retailers with many methods to improve their online shopping service, this study examined the direct and indirect influence of the dimensions of online shopping convenience on repurchase intention through customer-perceived value. A survey of 230 Vietnamese customers was conducted to test the theoretical model. A structural equation model was used for data analysis. The results determined that the five dimensions of online shopping convenience are: access, search, evaluation, transaction, and possession/post-purchase convenience. All dimensions have a direct impact on perceived value and repurchase intention. The results also show the important role of perceived value when a factor both directly influences repurchase intention and mediates the relationship between convenience and repurchase intention.

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“…The 4 types of customers' perceived fairness considered are interactional, procedural, outcome, and price, which are expected to influence customers' positive emotions. The more customers perceive fairness from the service they receive, the more positive emotions they will experience toward the service organiza-tion (Huang 2016;Roy et al 2016;Kimand Park 2017). This result supports those of previous studies such as by Namkung and Jang (2010) and Wen and Geng-qing Chi (2013).…”

Section: Resultsmentioning

confidence: 99%

Customers’ Perceived Fairness; Fast Food Chain Restaurants in Indonesia

Budiyanti

Patiro²

2018

GADJAH MADA INT. J. BUS.

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This study aims to investigate interrelationships among perceived service fairness, emotions, and behavioral intentions in a fast food chain restaurant context. we use terms that are commonly use on the study of fairness or justice perception. This study uses purposive sampling and the survey method to generate our sample which consists of 800 respondents from big cities in Indonesia, namely: Jakarta, Semarang, Surabaya, Medan, and Makassar. The data are analyzed using Structural Equation Modeling (SEM). The results show different roles for each fairness perception in relation to peoples’ emotions and behavioral intentions, based on the Mehrabian-Russel model. Three fairness variables (price fairness, outcome fairness and interactional fairness) have positive and significant effects on customers’ positive emotions, while, procedural fairness does not influence the formation of a positive emotion. Furthermore, a positive emotion has a positive influence on a customer’s behavioral intention. Data collected in this study are limited to the context of the restaurant industry, therefore, precaution must be taken when generalizing these results to other industries. The results of this study can serve as guidelines for managers in the restaurant industry to develop effective and efficient strategies for ensuring their services’ perceived fairness and its impact on both customers’ retention rates and the companies’ financial gains.

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Convenience and satisfaction: mediation of fairness and quality

Cited by 60 publications

References 72 publications

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Relationship between Convenience, Perceived Value, and Repurchase Intention in Online Shopping in Vietnam

Customers’ Perceived Fairness; Fast Food Chain Restaurants in Indonesia

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