Developing Pharmacy Services: A Customer Driven Interaction and Counselling Approach

Hedvall, Maj Britt; Paltschik, Mikael

doi:10.1007/978-3-319-17317-7_25

Cited by 2 publications

(3 citation statements)

References 6 publications

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“…With the proliferation of electronic commerce, e-service quality has received increasing attention from researchers worldwide over the last three decades (Ighomereho et al, 2022; Customer satisfaction and customer loyalty 2455 Raza et al, 2020;Lee and Lin, 2005;Yang et al, 2003;Mehta et al, 2000;Zeithaml et al, 2000;Dabholkar et al, 1996;Hedvall and Paltschik, 1989). In addition, the seminal works of Parasuraman et al (1985) on service quality (SERVQUAL) dimensions have laid out a convenient platform for other researchers to advance further on the topic resulting in various service quality measures.…”

Section: Introductionmentioning

confidence: 99%

“…With the proliferation of electronic commerce, e-service quality has received increasing attention from researchers worldwide over the last three decades (Ighomereho et al ., 2022; Raza et al ., 2020; Lee and Lin, 2005; Yang et al ., 2003; Mehta et al ., 2000; Zeithaml et al ., 2000; Dabholkar et al ., 1996; Hedvall and Paltschik, 1989). In addition, the seminal works of Parasuraman et al .…”

Section: Introductionmentioning

confidence: 99%

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Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Venkatakrishnan

Alagiriswamy

Parayitam

2023

TQM

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PurposeThis research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.Design/methodology/approachA conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.FindingsThe results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.Research limitations/implicationsThis research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.Originality/valueThis paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

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Section: Introductionmentioning

confidence: 99%

“…With the proliferation of electronic commerce, e-service quality has received increasing attention from researchers worldwide over the last three decades (Ighomereho et al ., 2022; Raza et al ., 2020; Lee and Lin, 2005; Yang et al ., 2003; Mehta et al ., 2000; Zeithaml et al ., 2000; Dabholkar et al ., 1996; Hedvall and Paltschik, 1989). In addition, the seminal works of Parasuraman et al .…”

Section: Introductionmentioning

confidence: 99%

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Venkatakrishnan

Alagiriswamy

Parayitam

2023

TQM

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“…Lehtinen and Lehtinen (1982) additionally distinguished three parts—connection, physical and corporate quality. Hedvall and Paltschik (1989) recognized two measurements—the eagerness and administration abilities, and in addition access to physical and mental.…”

Section: Literature Reviewmentioning

confidence: 99%

Service Quality Measurement at Brand Factory: An Empirical Study

Monica¹,

Ramanaiah²

2018

Management and Labour Studies

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Service quality is an important factor that contributes to the customer loyalty and business success as evident from the extant literature. In the light of fierce competition, business firms can adopt service quality as a key differentiator and a key element of business strategy and retailing is no exception to this. This study was intended to measure the service quality at Brand Factory, future groups using SERVQUAL model. The descriptive design was used with the sample size of 100 customers in the Bangalore City to examine the gap between the expectation of the customers and perception with regards to service quality. The gap score for each dimension is calculated by subtracting the expectation score from the perception score. A negative gap score indicates that the actual service (the perceived score) was less than what was expected (the expectation score). Gap score is an indication of the level of quality of their service provision, and highlights areas requiring improvement. The findings show that the service quality at Brand Factory is satisfactory.

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Developing Pharmacy Services: A Customer Driven Interaction and Counselling Approach

Cited by 2 publications

References 6 publications

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Service Quality Measurement at Brand Factory: An Empirical Study

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