Service quality and price perception of service: Influence on word-of-mouth and revisit intention

Liu, Chih-Hsing Sam; Lee, Tingko

doi:10.1016/j.jairtraman.2015.12.007

Cited by 197 publications

(213 citation statements)

References 62 publications

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“…This result is in accordance with Liu & Lee (2016). Assurance is the knowledge, attitude and behavior of drivers of online transportation services and their ability to gain consumer trust.…”

Section: Managerial Implicationssupporting

confidence: 82%

“…Saha & Theingi (2009) William, 2002). The consumer's decision to repurchase intention depends on the evaluation of the service quality they received (Kumar, 2002;Zhang et al, 2011;Liu & Lee, 2016). If the evaluation of service quality exceeds consumer expectations, then the consumer will repurchase the services, otherwise if the evaluation of service quality is lower than consumer expectation it will give the opposite effect.…”

Section: Service Quality and Wommentioning

confidence: 99%

See 1 more Smart Citation

The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services

Leonnard¹,

Comm²,

Thung³

2017

J Proc Manag New Tech

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Sophisticated and ever-evolving technology enacts many companies use and utilize technology as a mean of delivering innovative and creative new services. Technological developments are widespread in various fields and one of them is in the field of online transportation. The high demand for fast and efficient transportation modes causes the companies engaged in the sector by providing online transportation services are increasing. High competition and large number of drivers require the companies to focus highly on providing high quality services to maintain and increase the number of consumers. This study aims to analyze the effect of service quality on word-ofmouth and repurchase intentions to 80 consumers of online transportation in Indonesia. Partial Least Square Structural Equation Model (PLS-SEM) was employed to analyze the data. The results signifies that there is a positive relationship between service quality to word-of-mouth and repurchase intention. Similarly, word-of mouth significantly influences repurchase intention. Further managerial implications are discussed.

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Section: Managerial Implicationssupporting

confidence: 82%

Section: Service Quality and Wommentioning

confidence: 99%

The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services

Leonnard¹,

Comm²,

Thung³

2017

J Proc Manag New Tech

View full text Add to dashboard Cite

show abstract

“…Given that it essentially consists of a collection of attributes relating to consumer perceptions of the quality of a product or brand, perceived quality can amplify a positive word-of-mouth effect, lower customer management costs, boost price premiums, and raise purchase quantities [15,16]. Tamimi and Sebastianelli (2016) [17] pointed out that when consumers perceive product quality as high, their perceived value of the product will be high too, thereby increasing their purchase intentions.…”

Section: Relationship Between Perceived Quality and Purchase Intentionsmentioning

confidence: 99%

“…Past studies have often considered perceived risk to be an antecedent of perceived value [16,43]. Research by Agarwal and Teas (2001) [44] showed that the perceived risk plays an important role in forming consumers' perceptions of value.…”

Section: Relationship Between Perceived Risk and Valuementioning

confidence: 99%

“…Given that it fundamentally consists of a collection of features relating to consumer perceptions of product value, the perceived value can be boosted via the effects of positive word-of-mouth and can, in turn, enhance consumers' purchase intentions [16,46]. Indeed, Gounaris et al (2007) [47] reported that consumer purchase intentions and perceived value are positively related; as such, a loss of purchase intentions may occur due to a low level of perceived value [35].…”

Section: Relationship Between Perceived Value and Purchase Intentionsmentioning

confidence: 99%

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Determinants of Consumers’ Purchasing Intentions for the Hydrogen-Electric Motorcycle

2017

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Abstract:In recent years, increasing concerns regarding the energy costs and environmental effects of urban motorcycle use have spurred the development of hydrogen-electric motorcycles in Taiwan. Although gasoline-powered motorcycles produce substantial amounts of exhaust and noise pollution, hydrogen-electric motorcycles are highly energy-efficient, relatively quiet, and produce zero emissions, features that suggest their great potential to reduce the problems currently associated with the use of motorcycles in city environments. This study identified the significant external variables that affect consumers' purchase intentions toward using hydrogen-electric motorcycles. A questionnaire method was employed with a total of 300 questionnaires distributed and 233 usable questionnaires returned, yielding a 78% overall response rate. Structural equation modeling (SEM) was applied to test the research hypothesis. The research concluded that (1) product knowledge positively influenced purchase intentions but negatively affected the perceived risk; (2) perceived quality via hydrogen-electric motorcycles positively influenced the perceived value but negatively affected the perceived risk; (3) perceived risk negatively affected the perceived value; and (4) the perceived value positively affected purchase intentions. This study can be used as a reference for motorcycle manufacturers when planning their marketing strategies.

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Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

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The perception of halal is a serious concern for all Muslims worldwide. The majority of the population in Bangladesh are Muslims. Restaurants providing halal food are important as the religion advocates that Islamic principles and beliefs must be practised in all transactions. A sample of 317 Generation Z (Gen Z) respondents was selected from 10 halal restaurants in Dhaka, Bangladesh. Gen Z comprises anyone born between 1996 and 2010 who are usually tech‐savvy. Which factors motivate customers from this young generation to revisit halal restaurants? To answer this question, the study examined the direct impact of service quality, physical environment, and price perception on their revisit intention, and tested the indirect effects of these three factors based on customer satisfaction, using Smart PLS 3.0 to test the research hypotheses. The findings confirmed a positive and significant relationship between service quality, physical environment, and price perception with revisit intention. The analysis also confirmed that customer satisfaction mediates the relationship between physical environment and price perception with customer revisit intention. However, the study did not establish any relationship in the mediation role of customer satisfaction with service quality and customer revisit intention. This study contributes to the existing body of knowledge by highlighting the importance of each factor in the hotel and hospitality sector. Its application in the hospitality business and implications for future research are also discussed.

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Service quality and price perception of service: Influence on word-of-mouth and revisit intention

Cited by 197 publications

References 62 publications

The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services

The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services

Determinants of Consumers’ Purchasing Intentions for the Hydrogen-Electric Motorcycle

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

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