Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Babić-Hodović, Vesna; Arslanagić-Kalajdžić, Maja; Imsirpasic, Amina

doi:10.1515/jeb-2017-0011

Cited by 12 publications

(9 citation statements)

References 79 publications

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“…The hypothesis that functional or relational perceived value influences technical value is confirmed in other authors' studies (Babic-hodovic et al, 2017;ravald, grönroos, 1996).…”

Section: 2hypotheses Testingsupporting

confidence: 66%

“…customers are often unable to assess the technical quality of services even after they have been purchased due to their lack of knowledge and experience (Babichodovic et al, 2017;gronroos, 1984;). consequently, functional quality often compensates for the inability to assess technical quality, consumers often overvaluing this dimension (Babic-hodovic et al, 2017;gronroos, 1990). ravald and grönroos (1996) show that the value of relationships influences the perceived value of the basic service.…”

Section: Ricmentioning

confidence: 99%

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The Perceived Value of Higher Education and University Competitiveness - The Rubik Cube Metaphor

Dobre

Preda

Milovan

et al. 2021

RIC

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Purpose. Over the past two decades, concerned with how stakeholders perceive the value of their services, universities have adopted entrepreneurial orientations and relationship marketing approaches into their activities. The fierce competition on the global higher education market, forced university managers to innovate, to look for new ways to build their offer. Relationship marketing and the knowledge regarding the stakeholders, primarily the students’ perception of their offerings, can provide universities with a competitive advantage. As such, university managers need to carry out satisfaction surveys, inquiries regarding the universities image or the perceived value of the academic programs and services offered, need to plan and organize offline and online integrated marketing communication campaigns. Methodology/Design/Approach. Based on the resemblance of perceived value with a Rubik's cube, university marketers can constantly innovate through the way they match the various dimensions of perceived value or facets of the cube to meet the stakeholders’ expectations. Result /Findings. This research highlights the dimensions of the perceived value of the educational offer and determines the extent to which factors such as the university image, the source of financing the studies and the duration of the student - university relationship have an influence on the perception of value. For this purpose we conducted a quantitative research on a sample of 320 students from the largest faculty from the West University of Timișoara, Romania. To perform the statistical data analysis, the following steps were carried out: (1) the reliability of the measurement scales analysis; (2) the opportunity to perform the factorial analysis verification; (3) the exploratory and confirmatory factor analysis and (4) the research hypotheses testing. Research results showed that the perceived relational value affects the student’s perceptions on the quality of learning, the usefulness and quality of the acquired knowledge, the employment opportunities. The institutional image has a positive influence on the perceived value of the educational offer. For university or faculty managers, it is important to know how to combine the various facets of the perceived value-technical value, relational value, social value, temporal value- in order to provide the value expected by their stakeholders, primarily by students.

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“…The hypothesis that functional or relational perceived value influences technical value is confirmed in other authors' studies (Babic-hodovic et al, 2017;ravald, grönroos, 1996).…”

Section: 2hypotheses Testingsupporting

confidence: 66%

Section: Ricmentioning

confidence: 99%

The Perceived Value of Higher Education and University Competitiveness - The Rubik Cube Metaphor

Dobre

Preda

Milovan

et al. 2021

RIC

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“…2, 2022e-ISSN 2746-1297 Copyright ©2022, The authors. Available https://ejournal3.undip.ac.id/index.php/jiab | 342 dengan konsumen, sebaliknya jika kesan tersebut cenderung negatif akan muncul penolakan untuk membeli kembali maupun bekerja sama dengan perusahaan itu (Babic Hodovic, 2017).…”

Section: Service Performanceunclassified

Pengaruh Fasilitas Pelayanan dan Service Performance terhadap Kepuasan Nasabah PT Asabri (Persero) Kantor Cabang Semarang

Kusumadewi

Hidajat

Nugraha

2022

J. Ilmu Admin. Bis.

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The growth of increasingly resulted in intense competition in the business. The insurance industry has grown significantly in recent years. Company need to improve and focus more on customer satisfaction since they deserve the greatest service. This research aims to determine the effect of service facilities and service performance on customers satisfaction of PT ASABRI (Persero) Regional Office of Semarang. The population in this study was all insurance participants of PT ASABRI (Persero) Semarang Branch Office, amounting to 39.005 as of June 2022. The number of samples used as respondents in this study amounted to 100 participants or insurance heirs of PT ASABRI (Persero) Semarang Regional Office with predetermined requirements. Sampling technique used was the Non Probability Sampling with accicental sampling method and purposive sampling method. Data analysis is performed using validity test, reliability test, correlation coefficient, coefficient of determination, linear regression and significance test with t test and F test. This analysis used SPSS 25.0 software for windows. The tests result showed that variables that service facilities and service performance simultaneously had a positive effect on costumer satisfaction, with a score of 11.245 (F Value) > 3.09 (F table). Pertumbuhan yang semakin meningkat mengakibatkan persaingan bisnis yang semakin ketat. Industri asuransi telah tumbuh secara signifikan dalam beberapa tahun terakhir. Perusahaan perlu meningkatkan dan lebih fokus pada kepuasan pelanggan karena mereka layak mendapatkan layanan terbaik. Penelitian ini bertujuan untuk mengetahui pengaruh fasilitas pelayanan dan Service Performance terhadap kepuasan pelanggan PT ASABRI (Persero) Kantor Wilayah Semarang. Populasi dalam penelitian ini adalah seluruh peserta asuransi PT ASABRI (Persero) Kantor Cabang Semarang yang berjumlah 39.005 per Juni 2022. Jumlah sampel yang digunakan sebagai responden dalam penelitian ini berjumlah 100 peserta atau ahli waris asuransi PT ASABRI (Persero) Kantor Wilayah Semarang dengan persyaratan yang telah ditentukan. Teknik pengambilan sampel yang digunakan adalah Non Probability Sampling dengan metode accicental sampling dan metode purposive sampling. Analisis data dilakukan dengan menggunakan uji validitas, uji reliabilitas, koefisien korelasi, koefisien determinasi, regresi linier dan uji signifikansi dengan uji t dan uji F. Analisis ini menggunakan software SPSS 25.0 for windows. Hasil pengujian menunjukkan bahwa variabel fasilitas pelayanan dan service performance secara simultan berpengaruh positif terhadap kepuasan pelanggan, dengan skor sebesar 11,245 (F Value) > 3,09 (F tabel).

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“…TISQ refers to the expertise of the medical staff. In particular, TISQ refers to the provider’s expertise, which reflects the provider’s competence, knowledge, qualifications and/or skill (Aharony and Strasser, 1993; Babic-Hodovic et al , 2017). In other words, TISQ relates to the content of a service interaction and reflects the material content and provider expertise involved in the service experience (Gallan et al , 2013).…”

Section: Theoretical Foundationmentioning

confidence: 99%

The perception of crowding, quality and well-being: a study of Vietnamese public health services

Sawang

Chou

Truong-Dinh

2019

JHOM

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PurposeThe purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being.Design/methodology/approachData were collected from 258 matched pairs of medical staff members and their patients at six public hospitals.FindingsMedical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients.Originality/valueScant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.

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Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

Abstract: The purpose of this study is to assess the technical (output)

Cited by 12 publications

References 79 publications

The Perceived Value of Higher Education and University Competitiveness - The Rubik Cube Metaphor

The Perceived Value of Higher Education and University Competitiveness - The Rubik Cube Metaphor

Pengaruh Fasilitas Pelayanan dan Service Performance terhadap Kepuasan Nasabah PT Asabri (Persero) Kantor Cabang Semarang

The perception of crowding, quality and well-being: a study of Vietnamese public health services

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