Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

Ali, Rizwan; Leifu, Gao; YasirRafiq, Muhammad; Hassan, M. Kabir

doi:10.19030/jabr.v31i4.9328

Cited by 35 publications

(32 citation statements)

References 36 publications

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“…and significant to satisfaction. In contrast to the results of research conducted by Rizwan Ali, et al (2015) who found that service quality has a negative and not significant effect on satisfaction.…”

Section: Introductioncontrasting

confidence: 94%

The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

Azhari

Modding²,

Labbase³

et al. 2020

IJMP

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Research related to the Effect of Service Quality, Image, and Business Ethics on Patient Satisfaction and Loyalty at Hospitals in Makassar City. This research was conducted which aims to: (1) test and analyze the effect of service quality, image, business ethics on patient satisfaction, (2) test and analyze the effect of service quality, image, business ethics on patient loyalty, (3) test and analyze the effect satisfaction with patient loyalty, (4) test and analyze the indirect effect of service quality, image, and business ethics on patient loyalty through mediating patient satisfaction. This study uses primary data through distributing questionnaires to a total of 203 inpatients as samples from the total number of patients in 2018 totaling 69.337, data collection was carried out from December 2019 to January 2020. Data were analyzed using Structural Equation Modeling (SEM) analysis with program assistance AMOS and SPSS. The results showed that (1) service quality, image, and business ethics had a positive and significant direct effect on patient satisfaction, (2) service quality, image, and business ethics had a positive and significant direct effect on patient loyalty, (3) satisfaction has a positive and not significant direct effect on patient loyalty, (4) an indirect relationship of service quality, image, and business ethics, through mediation satisfaction has a positive and not significant effect on patient loyalty. This means that the provision of good quality services, the application of the hospital's image, and the application of ethical behavior will have a direct role in patient satisfaction and loyalty. Patient satisfaction does not significantly affect patient loyalty due to the existence of a system of tiered referral system which makes it impossible for patients to directly choose the hospital, except in an emergency. Quality of service, image, and business ethics through satisfaction has a positive and not significant effect on patient loyalty. This shows that patient satisfaction is not able to mediate to have a significant influence on patient loyalty.

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Section: Introductioncontrasting

confidence: 94%

The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

Azhari

Modding²,

Labbase³

et al. 2020

IJMP

View full text Add to dashboard Cite

show abstract

“…For example, Enríquez et al (2016), Puni, Okoe, and Damnyag (2014), Albarq (2013), used average score and confidence interval to find out whether the differences are meaningful. Ali, Leifu, Yasirrafiq, and Hassan (2015), Albarq (2013), Gloria (2012) used multiple regression method to identify the SERVIQUAL actual performance dimension effect on satisfaction and loyalty. Ho, Feng, and Yen (2014), Tsai, Hsu, and Lin (2011) used importance-performance matrix analysis (IPA).…”

Section: Model Specificationmentioning

confidence: 99%

Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh

Rahman

Saif

et al. 2017

Cogent Business & Management

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The aim of this paper is to assess the service quality of Dhaka Electric Supply Company Limited's (DESCO) online bill payment system using extended SERVQUAL model termed as SERVQUAL-Butterfly Model that integrates customer expectation and perception of actual service quality, customer satisfaction, and loyalty. Using random sampling method, primary data were collected from a total of 300 customers from three operating zones of DESCO. The data were analyzed through PLS-SEM second-order hierarchical modeling approach and Importance-Performance Map Analysis (IPMA). We found that expectation on service quality has no effect on customer satisfaction; however, it influences the formation of perception about the actual quality of service. Customer satisfaction is significantly influenced by the perception of actual service quality and customer satisfaction significantly helps to make the customer loyal. For DESCO, empathy found to be a powerful indicator of both expectation and actual service quality and perception of actual service found to be the single most This paper represents the assessment of service quality of Dhaka Electric Supply Company (DESCO)'s online bill payment system by using our extended SERVQUAL model termed as SERVQUAL-Butterfly Model. By assessing DESCO data, we found that for both customers' expectation and customers' perception of actual service, genuine care for customers found to be a substantial indicator followed by responsive, safe, and esthetically designed website. Moreover, perception of actual service is found to be the single most important factor for customer satisfaction which helps to make customer loyal. Thus, DESCO must concentrate more on customer care, responsiveness, and well-designed sites to meet the customer expectations. Future researchers can use this SERVQUAL-Butterfly Model, which eliminates inherent limitations of original of SERVQUAL model, and modify it according to their specific industry, context, and culture.

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“…Furthermore, customer value is proactive because it reflects the customer's state of assessing the difference between the benefits a product offers and the costs before purchase (pre-purchase). Customer value is said to be high if the customer gains more benefits from the product or service compared to the cost of the product or service; and it is said to be low if the customer gains less benefits from the product or service compared to the cost of the product or service [43] [44]. Generally, where the customer's perceived value of a product or service (pre-purchase expectation) is high, it is easy to attract a good number of customers to that product but where its perceived value is low; the number of new customers it could attract is also low.…”

Section: Customer Value Creationmentioning

confidence: 99%

“…Customer value is linked to quality, efficiency, brand, delivery, and after sale service, which are the benefits that buyers expect from the product; which will definitely pay the customer more than what he or she pays for the product or service. It involves comparing an offering with that of competitors, that is, deciding which product or service offers more benefits with lower costs [43] [44].…”

Section: Customer Value Creationmentioning

confidence: 99%

Unbridled Commitment to Profit by Nigeria’s Electricity Distribution Companies and Spirituality in Consumer Value Creation: An Assessment of the Adoption by the Ikeja Electricity Distribution Company of the Inherited Industry-Wide Strategy of the Estimated Consumer Billing System

Ohikhena¹,

Akerejola²,

Emenike³

2019

AJIBM

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The study was to investigate how the unbridled commitment of the electricity distribution companies in Nigeria to profit affects their spirituality in consumer value creation; while also establishing the extent to which the distribution companies have affected the consumers with the fraudulent and unethical estimated and coded billing system inherited from the defunct Power Holding Company of Nigeria. Focus was on Ikeja Electricity Distribution Company. Within the operational domain of Ikeja Electricity Distribution Company, the study concentrated on the electricity consumers in Alimosho Local Government Area in Lagos State. The sample size was 377 calculated using Raosoft sample size calculator. Out of the 377 copies of the questionnaire administered, 322 were returned fully completed representing a response rate of 85.41%. Two hypotheses were tested; and they showed that: 1) The unbridled commitment to pursuit of profits by the electricity distribution companies (Discos) as private investors has a significant effect on their ability to adhere to spirituality in value creation for the electricity consumers; and 2) The adoption of inherited billing system by the electricity distribution companies (Discos) as private investors has a significant effect on their ability to adhere to spirituality in value creation for the electricity consumers. The analysis of data was done with Z test. There were 14 findings. The main rec

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Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

Abstract: ABSTRACT

Cited by 35 publications

References 36 publications

The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh

Unbridled Commitment to Profit by Nigeria’s Electricity Distribution Companies and Spirituality in Consumer Value Creation: An Assessment of the Adoption by the Ikeja Electricity Distribution Company of the Inherited Industry-Wide Strategy of the Estimated Consumer Billing System

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