Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling

2013 ◽  
Vol 25 (1-2) ◽  
pp. 141-157 ◽  
Author(s):  
Jasmina Dlačić ◽  
Maja Arslanagić ◽  
Selma Kadić-Maglajlić ◽  
Suzana Marković ◽  
Sanja Raspor
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Equation Modelling

scholarly journals Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

scholarly journals Identifikasi Perceived Quality Pelayanan Perizinan Dinas Penerbangan dan Maritim Berdasarkan Pendekatan Kepuasan Masyarakat di Lingkungan Direktorat Jenderal SDPPI

2017 ◽  
Vol 7 (2) ◽  
pp. 155
Author(s):  
Sugianto Antoni Sitorus
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Public Management ◽  
Structural Equation ◽  
New Public Management ◽  
Perceived Quality ◽  
Perceived Service Quality ◽  
Equation Modelling ◽  
New Public

Dalam konsep New Public Management (NPM), birokrasi pemerintah sebagai pemberi pelayanan kepada masyarakat dituntut untuk lebih mengedepankan aspek hasil (results) dibandingkan dengan sekedar kontrol terhadap pembelanjaan anggaran dan kepatuhan terhadap prosedur. Bagi lembaga pelayanan publik, reformasi pada bidang aparatur negara ini berimplikasi secara mendasar pada pelaksanaan tugas pokok dan fungsinya. Pelayanan publik merupakan hal penting dalam pelaksanaan dan penyelenggaraan program pemerintah. Pelayanan publik menjadi bagian dari birokrasi yang harus direformasi sebagaimana ditegaskan dalam Undang-Undang Republik Indonesia Nomor 17 Tahun 2007 tentang Rencana Pembangunan Jangka Panjang Nasional 2005-2025 (RPJPN 2005-2025). Salah satu fungsi pemerintah dalam pelayanan publik adalah perizinan. Perizinan merupakan pemberian legalitas kepada seseorang atau pelaku usaha atau kegiatan tertentu baik dalam bentuk izin maupun tanda daftar usaha. Perizinan frekuensi radio merupakan pelayanan publik yang dilaksanakan oleh Direktorat Jenderal Sumber Daya dan Perangkat Pos dan Informatika (Ditjen SDPPI). Pelayanan publik yang prima menjadi faktor kunci keberhasilan pemerintah dalam terwujudnya pelayanan terbaik kepada masyarakat. Kualitas pelayanan tersebut mencakup waktu pelayanan yang cepat, akurat dan memberikan kepastian hukum. Pada tulisan ini akan dicoba dibahas lebih lanjut mengenai teknik pengukuran persepsi kualitas pelayanan (Perceived Service Quality) metode Structural Equation Modelling (SEM) atau model persamaan struktural, yaitu suatu analisis yang dapat digambarkan sebagai kombinasi antara regresi berganda dan analisis faktor untuk menduga hubungan yang tidak bebas tetapi saling berhubungan secara bersama-sama.

scholarly journals Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students

2021 ◽  
Vol 12 ◽  
Author(s):  
María de la Cruz Del Río-Rama ◽  
José Álvarez-García ◽  
Nam Kwon Mun ◽  
Amador Durán-Sánchez
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Perceived Service Quality ◽  
New Students ◽  
Key Variables

The aim of this research is to validate the explanatory model of how the quality of service perceived by students of a higher education center influences their loyalty (retaining and attracting new students) through mediating variables: perceived value, expectations, and satisfaction. The methodology used to validate the measurement scales is exploratory, and confirmatory factor analysis and the structural equation modeling (SEM) technique are applied to analyze the causal relationships proposed in the model. The results show that the key variables to improve student's loyalty to the center are the quality of the service provided and the satisfaction perceived by the students. Both variables are postulated as a major source of competitive advantages. It is also observed that service quality is one of the three key variables to achieve student's satisfaction together with expectations and perceived value. This research and its results allow us to understand the relationship between quality and satisfaction with loyalty and to identify the background variables of satisfaction (perceived service quality, perceived value, and expectations), as well as to obtain evidence of the importance that expectations have within the model for the formation of both perceived quality and satisfaction.

scholarly journals Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, dan Customer Behavioral Intention

2020 ◽  
Vol 1 (2) ◽  
pp. 109
Author(s):  
William Ciputra ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modelling

Pada survei popularitas e-commerce di Indonesia, e-commerce Blibli menempati peringkat pertama di media sosial, namun jumlah pengunjung/bulan dari Blibli ini lebih rendah daripada peringkat ke-2 dan ke-3 pada peta e-commerce. Beberapa hal yang mempengaruhi tingkat penjualan dari suatu perusahaan e-commerce, yaitu seperti e-service quality, perceived value dan satisfaction dari customer. Selain itu menurut Mayer et al. (1995) “trust is central in e-commerce relationships because of the presence of risks, uncertainties, and interdependencies”. Berdasarkan uraian tersebut, penelitian ini bertujuan mengetahui bagaimana hubungan antara e-service quality dan perceived value terhadap customer satisfaction, trust, dan behavioral intention customer e-commerce Blibli. Penelitian ini dilakukan dengan cara menyebarkan kuesioner yang sudah diuji validitas dan reliabilitas kepada 200 responden. Data yang didapatkan kemudian diolah menggunakan metode SEM (Structural Equation Modelling) dengan aplikasi LISREL (LisWin32). Hasil pengolahan data menunjukkan bahwa variabel E-service quality memiliki pengaruh positif yang signifikan terhadap perceived value, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel Perceived value memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel customer satisfaction tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel E-service quality tidak memiliki pengaruh negatif yang signifikan terhadap behavioral intention, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention, variabel Trust tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention.

Modelling repurchase intention among smartphones users in Nigeria

2018 ◽  
Vol 13 (4) ◽  
pp. 794-814 ◽  
Author(s):  
Simon Ayo Adekunle ◽  
Jones O. Ejechi
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Usefulness ◽  
Repurchase Intention ◽  
Content Type ◽  
Mediating Role ◽  
Equation Modelling ◽  
Confirmatory Factor ◽  
The Impact

PurposeThis study aims to model repurchase intention among smartphones users by using structural equation modelling. The model was used to determine the impact of service quality measured by convenience, functionality and perceived usefulness on users’ satisfaction and repurchase intention. The study also examined the mediating role of users’ satisfaction on repurchase intention.Design/methodology/approachA survey research design was adopted to gather data used for this study through questionnaire administration. In total, 500 copies of the questionnaire were administered to smartphones users in Nigeria, and 486 copies of the questionnaire were found usable for data analyses. The data obtained were analysed using different statistical tools such as mean, standard deviation, correlation, confirmatory factor analysis and structural equation modelling through the use of Analysis of Moment Structures software.FindingsThe study revealed that users’ satisfaction is significantly influenced by convenience, functionality and perceived usefulness. Similarly, repurchase intention is significantly impacted by perceived usefulness. The results further showed that there is a positive and statistically significant relationship between users’ satisfaction and repurchase intention. However, convenience and functionality were found to have positive but statistically insignificant relationship with repurchase intention.Originality/valueThis study contributes to the emerging discourse on the perception of smartphone users with respect to convenience, functionality, perceived usefulness, satisfaction and repurchase intention in the Nigerian context. It presents a latest attempt and useful insights on the service quality–users’ satisfaction–repurchase intention nexus among smartphone users in Nigeria.

scholarly journals ANALISIS PENGARUH PERSEPSI KUALITAS PELAYANAN DAN PERCEIVED VALUE TERHADAP KEPUASAN RELIGIUS UNTUK MENINGKATKAN MINAT MENABUNG ULANG (Studi Pada BNI Syariah Semarang)

2016 ◽  
Vol 13 (1) ◽  
pp. 14
Author(s):  
Hibba Al Kanzu ◽  
Harry Soesanto
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Third Party ◽  
Islamic Banking ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Data Analyst ◽  
Regression Test ◽  
Independent Variable ◽  
Positive Effect

The problem in this research is a decrease in the amount of third party funds (savings)are decreased and the high number of closing the savings account of Islamic banking.This research aims to test the power of perceived service quality and perceived value toreligious satisfaction to improve consumer resaving interest in an Islamic Banking insemarang (study in BNI Syariah). This study using three independent variable isperceived service quality and perceived value , variable resaving intention consumer as adependent variable and variable religious satisfaction as intervening.A method of this research technique using probability sample that is random samplingand clusters of sampling to sample as many as 100 of respondents in the middle class andover who had bought an apartment in semarang .A method of data analyst using atechnique double regression analysis , the analysis includes: test the validity of , a test ofreliability , test the assumption of the classics , linear regression test doublet test , test f ,test the coefficients determined and test sobel.The results show significant and positive effect perceived service quality to religioussatisfaction and resaving intention, significant and positive effect perceived value toreligious satisfaction and repurchase intention, and then significant and positive effectreligious satisfaction to repurchase intention.Keywords : Perceived Service Quality, Perceived Value, Religious Satisfaction,Repurchase Intention.

Prioritising SERVQUAL Dimensions to Improve Trade Show Performance

2021 ◽  
Author(s):  
Dheeraj P. Sharma ◽  
Shivendra K. Pandey ◽  
Ashish K. Gupta ◽  
Rajat Sharma
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Relative Importance ◽  
Ongoing Debate ◽  
Trade Show ◽  
Equation Modelling ◽  
Trade Shows

The purpose of this paper is to examine the suitability of SERVQUAL for trade shows. Theobjective is to identify the significant SERVQUAL dimensions and their relative importance toincrease the purchase intention of visitors to a trade show. The study uses a survey of 400visitors to a big trade fair. Structural equation modelling was used to determine the relativeimportance of the dimensions. Results suggest that SERVQUAL is well suited for assessing theservice quality of trade shows. The tangibility and assurance are the two most significant factorsinfluencing the purchase intention of trade show visitors. Exhibitors should enhance tangibilityin trade shows by methods such as display of product or product prototypes, brochures, andscreens. Further, they should increase assurance by displaying medals and awards won, qualitycertifications achieved, testimonials of past satisfied consumers, and experienced salespeople atthe trade show counters. Trade show organisers should attract big brands for the exhibition toenhance assurance. The present study contributes to the ongoing debate on the relevance ofSERVQUAL in the trade show context. The study demonstrates that SERVQUAL is a decentmeasure to study service quality in trade shows even though the majority literature claimsotherwise. Further, the present research prioritises the SERVQUAL dimensions, helpingmanagers to design customer-oriented sales strategies.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market

2011 ◽  
Vol 2 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Abdul Qayyum ◽  
Do Ba Khang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Costs ◽  
Field Survey ◽  
Mobile Telecommunications ◽  
Perceived Service Quality ◽  
Equation Modelling ◽  
Quality Value ◽  
Telecommunications Market

The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs in determining customer loyalty in the mobile telecommunications market. Data were collected through a field survey of mobile phone users in Pakistan. Structural equation modelling was used to evaluate hypothesized relationships. Perceived switching costs were found to play all three roles. Findings suggest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. Implications of these findings are discussed.

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