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.

scholarly journals CUSTOMER’S SATISFACTION AND LOYALTY TO SERVICE QUALITY OF HOTEL SYSTEM IN VINH LONG PROVINCE

2017 ◽  
Vol 1 (28) ◽  
pp. 11-20
Author(s):  
Bao Gia Le ◽  
Hai Thanh Nguyen ◽  
Nguyet Thi Minh Tran ◽  
Minh Hoang Nguyen
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Statistical Software ◽  
Consistency Coefficient ◽  
Equation Modelling ◽  
Confirmatory Factor

This study aims to analyse factors that affect customer’s satisfaction and loyalty about service quality of hotel system in Vinh Long province. The data were collected from294 respondents. The statistical software AMOS, the consistency coefficient measured with Cronbach’s Alpha for scaling test, Exploratory FactorAnalysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used for the analysis. The results indicated This study aims to analyse factors that affect customer’s satisfaction and loyalty about service quality of hotel system in Vinh Long province. The data were collected from 294 respondents. The statistical software AMOS, the consistency coefficient measured with Cronbach’s Alpha for scaling test, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used for the analysis. The results indicated

scholarly journals The Effect of the Quality of Services on the Visitors’ Satisfaction and Desire to Pay a Revisit to the Bali Pulina Agrotourism

2018 ◽  
pp. 62
Author(s):  
Ni Nyoman Alit Purnami ◽  
I Gusti Ayu Oka Suryawardani
Keyword(s):  
Service Quality ◽  
Computer Program ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Method ◽  
Quality Of Services ◽  
Physical Evidence ◽  
Equation Modelling

The perception of the visitors of the quality of the services provided at the Bali Pulina Agrotourism contributed to their satisfaction, which would then make them desirous of paying a revisit to it. The research was conducted at the Bali Pulina Agrotourism. This study was intended to analyze the effect of the quality of services (physical evidence, reliability, responsiveness, assurance, and empathy) on the visitors? satisfaction with the Bali Pulina Agrotourism, and analyze the effect of the visitors? satisfaction on their desire to pay a revisit to it. The respondents in this study were the tourists who had visited the Bali Pulina agrotourism, totaling 80 and obtained using the accidental sampling method. The model was designed based on the Smart PLS version 3.0-based Structural Equation Modelling (SEM) using a computer program. The results of the study showed that physical evidence significantly contributed to the visitors? satisfaction (p = 0.002); reliability significantly contributed to the visitors? satisfaction (p = 0.005); responsiveness significantly contributed to the visitors? satisfaction (p = 0.040); assurance significantly affected the visitors? satisfaction (p = 0.001); empathy significantly affected the visitors? satisfaction (p = 0.014); the visitors? satisfaction significantly contributed to their desire to pay a revisit to the Bali Pulina Agrotourism (p = 0,000). Based on the results of the study, the Bali Pulina Agrotourism was expected to be able to maintain and improve the quality of services to make the visitors feel satisfied and desirous of paying a revisit. Keywords: agrotourism, service quality, satisfaction, revisit, PLS

scholarly journals Satisfaction of tourists to Hoi An ancient town, Vietnam

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Dinh Kiem ◽  
Le Thai Son ◽  
Truong Quoc Dung
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Exploratory Factor Analysis ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Tourist Satisfaction ◽  
Equation Modelling ◽  
Confirmatory Factor

This research uses structural equation modelling (SEM) to test the correlation between service quality of the tourism destination and the satisfaction of the tourists who have visited Hội An ancient town. The research also uses the methods of Cronbach’s Alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and SEM. The result shows that the tourist satisfaction has been affected by 3 factors: (1) Responsiveness; (2) Reliability; and (3) Empathy which were ranked by the importance. The research also raises some suggestions to the management and the tourist businesses at Hội An to enhance the tourists satisfaction.

scholarly journals THE EFFECT OF CORPORATE IMAGE AND SERVICE QUALITY PERCEPTION OF TRUST AND ITS IMPACT ON INTEREST TO BECOME PD BPR BALONGAN CIREBON CUSTOMERS

2019 ◽  
Vol 9 (2) ◽  
pp. 229-239
Author(s):  
Munir Nur Komarudin
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Banking Sector ◽  
Corporate Image ◽  
Analysis Tool ◽  
Image Perception ◽  
Equation Modelling ◽  
Sector Analysis

This research having the purpose of establishing a model that will be used to understand, analyze, and test the gap of about variables corporate image owned by PD BPR Balongan Cirebon on purchase intention to be customer on Cirebon community, so that this research aims to build a model new for marketing in the banking sector. Analysis tool used in this study is SEM (Structural Equation Modelling). The result of the study shows there are significant effect between corporate image and trust, perception of service quality and trust, corporate image and purchase intention, trust and purchase intention, and perception of service quality and purchase intention.   Keywords: Corporate Image, Perception of Service Quality, Trust, Purchase Intention

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Loyalitas dengan Kepercayaan dan Kepuasan Sebagai Variabel Mediator Bank Syariah di Ponorogo

2021 ◽  
Vol 1 (1) ◽  
pp. 1-11
Author(s):  
Azidni Rofiqo ◽  
Vydika Harya Addinata ◽  
Diyan Novita Sari
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Equation Modelling ◽  
Conventional Banks ◽  
Customer Trust ◽  
Mediator Variable

This study tested the effect of service quality on sharia bank customer loyalty in Ponorogo mediated by customer trust and satisfaction. During the covid-19 pandemic, many customers withdraw their money in sharia banks and conventional banks. The novelty of this research in the form of trust and satisfaction that is used as a mediator variable between the quality of service and customer loyalty, similar research has never been done. This research is quantitative with structural equation modelling method, with a total of 60 samples consisting of teachers at Pondok Modern Darussalam Gontor campus 2 Madusari Ponorogo. The findings in this study shows that the service quality has a positive effect on trust and satisfaction, satisfaction is a mediator between the service quality and loyalty, while trust is not a mediator variable between the service quality and the loyalty of customers in sharia banking. Further research is expected to further examine the role of customer satisfaction in maintaining the loyalty of sharia bank customers.Penelitian ini menguji pengaruh kualitas layanan terhadap loyalitas nasabah bank syariah di Ponorogo yang dimediasi oleh kepercayaan dan kepuasan nasabah. Pada masa pandemi covid-19 nasabah banyak yang menarik uangnya di bank syariah maupun bank konvensional. Kebaruan dari penelitian ini berupa kepercayaan dan kepuasan yang dijadikan sebagai variabel mediator antara kualitas layanan dan loyalitas nasabah, penelitian serupa belum pernah dilakukan. Penelitian ini berjenis kuantitatif dengan metode structural equation modelling, dengan jumlah sampel sebanyak 60 yang terdiri dari guru pada Pondok Modern Darussalam Gontor kampus 2 Madusari Ponorogo. Temuan pada penelitian ini menunjukkan bahwa kualitas layanan berpengaruh positif pada kepercayaan dan kepuasan, kepuasan merupakan media antara kualitas layanan dan loyalitas, sedangkan kepercayaan bukan merupakan variabel mediasi antara kualitas layanan dan loyalitas nasabah bank syariah. Penelitian selanjutnya diharpkan meneliti lebih jauh peranan kepuasan nasabah dalam menjaga loyalitas nasabah bank syariah.

scholarly journals THU0632-HPR DETERMINANTS OF HAPPINESS AND QUALITY OF LIFE IN PEOPLE WITH SYSTEMIC SCLEROSIS: A STRUCTURAL EQUATION MODELLING APPROACH

2020 ◽  
Vol 79 (Suppl 1) ◽  
pp. 561.1-561
Author(s):  
T. Santiago ◽  
E. Santos ◽  
A. C. Duarte ◽  
P. Martins ◽  
M. Sousa ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Systemic Sclerosis ◽  
Disease Activity ◽  
Personality Traits ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Effective Control ◽  
Equation Modelling ◽  
Disease Impact

Background:In recent years more attention has been given to patients reported outcomes (PROs). Systemic sclerosis (SSc) is no exception. As there is no effective treatment or cure to SSc, it is important to recognize the relevance to patients of the different features of the disease to improve quality and enjoyment of life: the ultimate targets of therapy. Remarkably lacking in PROs is the evaluation of the overall perspective of subjective well being, equivalent to ‘happiness’ or “positive psychological dimensions”.Objectives:To examine the determinants of happiness and quality of life (QoL) in patients with SSc with emphasis on disease activity, disease impact and personality traits.Methods:This is an observational, cross-sectional and multicenter study from six rheumatology clinics in Portugal. A total of 113 patients with SSc with a complete set of data on disease activity, disease impact, personality, quality of life and happiness were included.Structural equation modelling (latent variable structural model) was used to estimate the association between the variables using a maximum likelihood estimation with Satorra-Bentler’s correction and performed with STATA® 15.0. Two hypotheses were pursued: H1 – Disease activity and impact of disease are negatively associated to overall QoL and happiness; H2 – ‘Positive’ personality traits are related to happiness both directly and indirectly through perceived disease impact.Results:Results obtained in the structural equation measurement model indicated a good fit [χ2/df=1.44; CFI=0.93; TLI=0.90; RMSEA=0.06] and supported all driving hypotheses (Figure 1). Happiness was positively related to ‘positive’ personality (β=0.45, p=0.01) and, to a lesser extent, negatively related with impact of disease (β=-0.32; p=0.01). This impact, in turn, was positively related to EUSTAR activity score (β=0.37; p<0.001) and mitigated by ‘positive’ personality traits (β=-0.57; p<0.001). Impact of disease had a much stronger relation with QoL than with happiness (β=-0.78, p<0.001). Quality of life and happiness had no statistically significant relationship.Conclusion:Optimization of Qol and happiness in people with SSc requires effective control of the disease process. Personality and its effects upon the patient´s perception of the disease impact, seems to play a pivotal mediating role in these relations and should deserve paramount attention if happiness and enjoyment of life is taken as the ultimate goal of health care.Disclosure of Interests:Tânia Santiago: None declared, Eduardo Santos: None declared, Ana Catarina Duarte: None declared, Patrícia Martins: None declared, Marlene Sousa: None declared, Franscisca Guimarães: None declared, Soraia Azevedo: None declared, Raquel Ferreira: None declared, Miguel Guerra: None declared, Ana Cordeiro Consultant of: Ana Cordeiro has acted as a consultant for Roche, Speakers bureau: Ana Cordeiro has received speaker fees from Boehringer Ingelheim, Lilly, and Vitoria, Inês Cordeiro: None declared, Sofia Pimenta: None declared, Patrícia Pinto: None declared, Maria Joao Salvador: None declared, José Antonio P. da Silva Grant/research support from: Pfizer, Abbvie, Consultant of: Pfizer, AbbVie, Roche, Lilly, Novartis

scholarly journals THE INFLUENCE OF PERCEIVED AUTHENTICITY TOWARDS PURCHASE INTENTION FROM THE RESTAURANT IMAGE AND POSITIVE EMOTION IN ZANGRAN DI CAFÉ IN SURABAYA

2021 ◽  
Vol 2 (1) ◽  
pp. 37-55
Author(s):  
Lena Ellitan
Keyword(s):  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Positive Emotion ◽  
Data Gathering ◽  
Ice Cream ◽  
Purposive Sampling ◽  
Equation Modelling

The growth of business in food & beverage makes the effort in this industry turn out to be more strictly competitive. Ice cream becomes one of the products which mayinterest new entrepreneurs in food & beverage. The newcomers put much effort tocreate the authenticity and difference from others in order to seize the attention of icecream lovers from the prior merchants. This research aims at investigating theinfluence of perceived authenticity towards people’s purchase intention from therestaurant image and positive emotion in Zangrandi Cafe on Yos Sudarso Street,Surabaya. The research took 150 customers as the samples who fulfilled therequirements such as not less than 17 years old, having tasted the ice cream inZangrandi Cafe on Yos Sudarso Street, Surabaya, having tried the ice cream inZangrandi Cafe on Yos Sudarso Street, Surabaya once in the last 3 months at least.The data gathering method used in this research is purposive sampling. Meanwhile,Structural Equation Modelling (SEM) is employed as a data analyzing technique.The results show that (1) Perceived Authenticity positively and significantly bringsinfluence towards Restaurant Image, (2) Perceived Authenticity positively andsignificantly brings influence towards Positive Emotion, (3) Restaurant Imagepositively and significantly brings influence towards Positive Emotion, (4) RestaurantImage positively and significantly brings influence towards Purchase Intention, (5)Positive Emotion positively and significantly brings influence towards PurchaseIntention, (6) also Perceived Authenticity positively and significantly brings influencetowards Purchase Intention.

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.

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