Companies are increasingly focusing on customer participation to create value for the firms and their customers. To date, evidence regarding the effects of customer participation as a marketing tool has been primarily anecdotal.
Evidence From Nigeria by Olu Ojo " This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network MTN Nigeria.
A total of respondents participated in the study.
Research questions and objectives were set, alongside the Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis.
Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction.
The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectations of the customers and how they can meet such expectations.
Customer satisfaction helps in customer loyalty and retention. It has been discovered that it costs to attract new customer than to retain existing ones. It is also recommended that organisations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction.
Synthesizing the effects of service quality, value, and customer satisfaction on behavioural intentions in the motel industry: An empirical analysis by Michael D. There is a conceptual gap in the marketing literature, as to date there has been no published empirical research on service quality, value, customer satisfaction, or behavioral intentions that has focused on the motel industry.
This study seeks to fill this conceptual gap by iden-tifying the dimensi This study seeks to fill this conceptual gap by iden-tifying the dimensions of service quality and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioral intentions.
A hierarchical model is used as a framework to synthesize the effects of quality, value, and satisfaction on the behavioral intentions of motel customers. Statistical support is found for 3 primary dimensions and 10 subdimensions of service quality for motels. The hypothesized paths between the higher order constructs—service quality, value pricesatisfaction, and favorable behavioral intentions—are confirmed.
As assessing quality in service is such a complex task, over the years, service management literature has introduced a number of models to measure overall service quality (Seth, Deshmunkh, & Vrat, ; Senić & Senić, ). Measurement scale for total service quality used for the research was the one tested by Dabholkar et al. (). It was tested using Cronbach alpha coefficient, and obtained results of Cronbach alpha coefficient of indicate A Measure of Service Quality for Retail Stores: Scale Development and Validation,,, Journal of. Purpose-The study aims to measure the customers’ expectation levels Retail Service Quality and The Instrument Dabholkar, Thorpe and Rentz () proposed that retail service quality has a Thorpe and Rentz (): A Measure of service Quality for retail stores Scale development and validation”, Journal of the Academy of Marketing.
The results of this analysis contribute to the services marketing theory by providing additional insights into behavioral intentions, satisfaction, value, service quality, and the dimensions of service quality.
The results of this study will also assist motel management in developing and implementing market-orientated service strategies to increase service quality, enhance customer satisfaction, and create favorable future behavioral intentions.
Show Context Citation Context However, despite the contribution motels make to the accommodation industry, no empirical studies have identified the primary and subdimensions This paper proposes a customer value driven perspective for analyzing the design of Internet retailing websites, the initial stage in the electronic service delivery channel.
As a loyal customer base is crucial for website profitability over both the short and long term, customer satisfaction plays As a loyal customer base is crucial for website profitability over both the short and long term, customer satisfaction plays a critical role in determining both website efficiency and customer loyalty.
The key to addressing this dilemma is to focus on customer value. This paper presents an empirical study of these issues using data from food retailing websites.
The study uses Data Envelopment Analysis DEA and a post-DEA statistical analysis approach proposed in Xue and Harker to evaluate website efficiency and to analyze how website features affect website efficiency.Mar 29, · However, development and integration of the technology is Dabholkar P A, Thorpe D I and Rentz J O (), “A Measure of Service Quality for Retail Stores: Scale Development and Validation”, Journal of the Academy of Marketing Science, Vol.
24, No. 1. Dabholkar Pratibha A Consumer Evaluations of New Technology Based Self. An Investigation of Alternative Models of Service Quality Dayle, I.
T., and Joseph, O. R. (), “ A Measure of Service Quality for Retail Stores: Scale Development and Validation. () that the service quality measurement of the retail stores should include the measure of service quality and product quality as retail stores offer a mix of services and products.
they would first mentioned the size of the stores. A Measure of Service Quality for Retail Stores: Scale Development and Validation Pratibha A. Dabholkar Dayle I. Thorpe Joseph 0. Rentz University of Tennessee, Knoxville Current measures of service quality do not adequately capture customers ‘perceptions of service quality for retail stores (i.
e., stores that offer a mix of goods and services). A measure of service quality for retail stores: Scale development and validation (). “A Measure of Service Quality for Retail Stores: Scale Development and Validation”. Journal of the Academy of Marketing Science, 24(1), 3 - Fornell, C.