The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

Uzir, Md. Uzir Hossain; Halbusi, Hussam Al; Ramayah, T.; Lim, Rodney; Aljaberi, Musheer A.; Hasan, Najmul; Hamid, Mahmud

doi:10.1016/j.jretconser.2021.102721

Cited by 261 publications

(285 citation statements)

References 103 publications

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Section: Pendahuluanunclassified

“…Kepuasan pelanggan merupakan faktor penting untuk menghasilkan loyalitas pelanggan (Kim et al, 2018;Silalahi et al, 2017;Stouthuysen et al, 2018;Uzir et al, 2021). (Mendoza et al, 2020;Uzir et al, 2021) menyatakan bahwa kepuasan pelanggan merupakan kunci dari perilaku pembelian di masa depan. Niat pembelian ulang menunjukkan kesediaan individu untuk melakukan pembelian lain dari perusahaan yang sama, berdasarkan pengalaman sebelumnya (Stouthuysen et al, 2018;Zehir & Narcıkara, 2016).…”

Section: Pendahuluanunclassified

“…Keunggulan layanan elektronik didefinisikan sebagai kualitas keseluruhan (Rastini & Nurcaya, 2019;Rita et al, 2019;Uzir et al, 2021). (Blut, 2016) memberikan tiga kriteria untuk menilai kualitas layanan elektronik secara total, yaitu Item dari WebQual, E-S-Qual, dan eTailQ (Rita et al, 2019;Tsao & Tseng, 2011;Uzir et al, 2021) yang digunakan untuk mengukur konstruksi model. Pengukuran kualitas layanan elektronik ini dialokasikan kedalam empat dimensi yaitu desain aplikasi, layanan pelanggan, keamanan, dan privasi (pemenuhan pesanan).…”

Section: Metodeunclassified

“…Skala kepuasan pelanggan diadaptasi dari (Billyarta & Sudarusman, 2021;Noviarni, 2019;Rita et al, 2019;Uzir et al, 2021) dan kepercayaan pelanggan diukur dengan enam item yang diadopsi dari (Nasution et al, 2020;Rastini & Nurcaya, 2019;Rita et al, 2019). Niat…”

Section: Metodeunclassified

“…Penelitian ini juga membuktikan bahwa keamanan/privasi memiliki hubungan positif dengan kualitas layanan elektronik secara keseluruhan (e-service quality). Fullfilment sebenarnya mengacu pada kegiatan yang memastikan pelanggan menerima apa yang mereka pesan, termasuk waktu pengiriman makanan, akurasi pesanan makanan dan minuman, dan kondisi pengiriman makanan dan minuman hingga sampai di tangan pelanggan dengan selamat (Blut, 2016;Rita et al, 2019;Sharma et al, 2021;Tandon et al, 2021;Uzir et al, 2021). Memang atribut ini hanya dapat dinilai setelah pembayaran dilakukan, sehingga menurut (Oktaviana et al, 2021;Rita et al, 2019;Tandon et al, 2021), disonansi pasca pembayaran yang dilakukan oleh pelanggan GoFood lebih mungkin terjadi ketika belanja online makanan dan minuman daripada di lingkungan belanja offline karena pelanggan tidak dapat melihat produk secara langsung sebelum mereka membelinya.…”

Section: Ahmad Nizar Yogatamaunclassified

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The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Yogatama¹

2022

JBK

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This study aims to determine the e-service quality in the online food business. The population of this study is GoFood application users in Indonesia who have visited, purchased, or used the services provided by the GoFood online food application at least once in six months aged over 17 years, totaling 354 respondents. The sampling method used is non-probability sampling. This research uses SEM-PLS. The results of this study are three dimensions of e-service quality, namely GoFood application design, customer security or privacy and fulfillment affect overall e-service quality. However, customer service is not significantly related to e-service quality as a whole. e-service quality as a whole is statistically significantly related to customer behavior. Future research should consider different methodologies for similar products, namely GrabFood and ShopeeFood.

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Section: Pendahuluanunclassified

Section: Metodeunclassified

Section: Ahmad Nizar Yogatamaunclassified

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The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

Yogatama¹

2022

JBK

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The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study

Alam,

Yang,

Bandara

et al. 2023

Corp Soc Responsibility Env

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This article investigates the role of passenger perception on corporate social responsibility (CSR) in improving passenger satisfaction by examining the direct and mediating effects through service standards, customer facilities, corporate image, and corporate reputation in a cross‐culture context. A questionnaire survey was carried out on airport user experiences from 528 passengers using China and Pakistan airports. Smart PLS‐3.3 was used to test the formulated hypothesis. The results showed that CSR significantly affects passenger satisfaction. The results also revealed CSR initiatives have a significant effect on the service standard, customer facilities, corporate image, and corporate reputation. Customer facilities and corporate image were found to be significant mediators for CSR‐satisfaction link. However, the service standard and corporate reputation showed an insignificant relationship.

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It is not just a name: Effects of proper name for high‐quality versus low‐quality brands

Rathee

Yu-Buck

Gupta

2023

Psychology and Marketing

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The usage of proper names to advertise a product is ubiquitous in the marketplace. In many cases, there is very little information about these names. For example, treatment lotion by “Lady Aiko.” This research examines whether such a strategy effectively increases evaluations for a product. If so, is this strategy more effective when used by a high‐quality brand or a low‐quality brand? Across one field study, one text analytics study, and two experimental studies, we find that the proper name strategy can lead to higher product evaluations and that such names are more effective when advertised for a low‐quality brand. We first propose, using contagion effects, that products advertised with a proper name are more likely to contain the essence of human creation, resulting in greater product effectiveness than identical products without such proper names. Furthermore, we employ the expectation‐disconfirmation account to propose that when the brand has a higher (vs. lower) quality (expectation stage), the product with a proper name strategy (postexpectation stage) leads to small (vs. large) positive disconfirmation, which thereby results in assimilation (vs. contrast) and forming product evaluations similar (vs. higher) to the original assessments of the brand. We offer implications for new product marketers on how to be most effective in influencing product evaluations, as well as policymakers looking to improve consumer welfare by encouraging manufacturers of generic products to consider using a proper name strategy.

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The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

Cited by 261 publications

References 103 publications

The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study

It is not just a name: Effects of proper name for high‐quality versus low‐quality brands

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