Impact of the Service Quality of Horseback Riding Experience on Customer Satisfaction and Loyalty

Jeong, Mi Sun; Ji, Eun; Jang, Dong-Heon

doi:10.7851/ksrp.2016.22.2.131

Cited by 3 publications

(2 citation statements)

References 11 publications

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“…Satisfaction is concerned with customer situation of being effectively compensated in a purchasing circumstance in exchange of certain cost (Jeong et al , 2016). Oliver (1999) determined the concept of satisfaction as an enjoyable complementary activity that a customer feels when he or she is using the service or product.…”

Section: Theoretical Foundationsmentioning

confidence: 99%

Investigating the effect of perceived quality of self-service banking on customer satisfaction

Pooya

Khorasani

Ghouzhdi

2020

IMEFM

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Purpose This study aims to measure the effect of customers’ technology readiness and the quality of electronic services on customer satisfaction. Design/methodology/approach The statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was questionnaire. Because of the structural and organizational similarity of private banks and the elimination of nuisance variables, a bank with the most branches and customers has been selected. To test the model, equation modeling was performed to test the hypotheses. Data were collected through a self-developed structured questionnaire, which served as the measurement tool as well. Findings The results of the study showed that technology readiness has a significant and positive effect on customer satisfaction through the quality of self-service. Moreover, the intermediate role of perceived value in this regard was confirmed; however, the role of trust was not confirmed. Originality/value Previous studies have considered technology readiness as an effective factor in the quality of self-service and customer satisfaction. In this study, apart from quality of service in self-service banking and customer satisfaction, two variables of trust and perceived value have been investigated. An attempt has also been made to address some questions, including “what the effect of customer technology readiness on perceived value of self-services as well as customer satisfaction is?” and “how it is possible to improve self-service quality in modern banking based on customer expectations?” or “what effects variables such as trust and perceived value have on customer satisfaction?” Having a glance at the studies done before, it can be understood that so far, there has been no study done using a mixture of these variables, yet societies’ demands for self-service operations grow day by day. It is, therefore, mandatory to study the prerequisites associated with any actions before one is taken. The paper contributes in the following way: trust and perceived value are added to the the study because of their role in customer satisfaction. In addition, for the first time, variables have been studied, which had never been under focus in any studies in developing countries before.

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Section: Theoretical Foundationsmentioning

confidence: 99%

Investigating the effect of perceived quality of self-service banking on customer satisfaction

Pooya

Khorasani

Ghouzhdi

2020

IMEFM

View full text Add to dashboard Cite

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“…It pertains to evaluating how well a bank's products and services meet or exceed customer expectations [ 27 ]. Customer satisfaction refers to the state in which customers feel adequately rewarded or compensated in a buying situation in exchange for a particular cost [ 28 ]. Farris, Bendle [ 29 ] also described that customer satisfaction refers to the extent to which customers are happy with the products and/or services provided by a business.…”

Section: Literature Reviewmentioning

confidence: 99%

Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

Nigatu

Belete

2023

Heliyon

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Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

Bala¹,

Jahan²,

Amin³

et al. 2021

OJBM

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The aim of this study is to capture the impact of different dimensions of services of mobile banking on customer satisfaction for the mobile banking users for rural areas of Bangladesh during the COVID-19 pandemic times. The study also finds out the affiliation between the customer satisfaction and loyalty of different types of mobile banking users during the pandemic times. The researchers designed a self-complete questionnaire that was used for data collection and received 180 questionnaires out of 250 questionnaires. This research conducted on the rural people in Bangladesh who are availing the service of mobile banking during the pandemic situation and for this reason, the results may not applicable to other times as well as other areas. The finding of the study indicated that reliability, responsiveness and efficiency dimensions of mobile banking service have significant influence on customer satisfaction during the COVID-19 lockdown times.

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Impact of the Service Quality of Horseback Riding Experience on Customer Satisfaction and Loyalty

Cited by 3 publications

References 11 publications

Investigating the effect of perceived quality of self-service banking on customer satisfaction

Investigating the effect of perceived quality of self-service banking on customer satisfaction

Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh

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