Table 1 - uploaded by Ahmet Demir
Content may be subject to copyright.
Contexts in source publication
Context 1
... test results will be sufficient for the evaluation. Subset for alpha = 0.05 1 2 Tukey B a,b 20 000 or less 72 3,1701 100 000 or more 6 3,2083 3,2083 20-30 000 IQD 94 3,4016 3,4016 50-100 000 IQD 13 3,6154 3,6154 30-50 000 IQD 81 3,7778 Means for groups in homogeneous subsets are displayed. a. Uses Harmonic Mean Sample Size = 17,828. ...
Context 2
... Tangibles factor was evaluated differently by customers that spend 100 000 IQD or more and 30-50 000 IQD monthly. Tangibles Between Groups 4,236 3 1,412 2,875 ,060 Within Groups 128,689 262 ,491 Total 132,926 265 Table 13 shows that no tangibles are differently evaluated by owners of different GSM operators' customers. In this case, H4 has been accepted and H5 has been rejected. ...
Similar publications
Human resources are driving assets that need to be managed and developed professionally because every organization or company wants human resources who are experts in their field, highly dedicated, have loyalty and are attached to the company. The purpose of this research is to find out whether compensation and career development significantly affe...
The focus of this research is to investigate how operational performance affects customer satisfaction and loyalty in the food and beverage industry. Starbucks has been selected as this research object. Conducting a survey and referring to other studies of journals and articles to support the assisting data are the research methods employed. Accord...
Purpose
The purpose of this study is to examine the role of wine involvement in moderating the effect of winery service quality on loyalty toward small family wineries.
Design/methodology/approach
This study used a structured questionnaire. The survey was distributed to wine tourists who visited small family wineries located in Crete, Greece and a...
Citations
... the service providers therefore aim to ensure that the customers remain loyal since customer retention is more cost effective than acquiring new customers. service providers who provide quality service are therefore guaranteed to have satisfied customers who will remain loyal to them (Demir et al., 2015). ...
Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in the relationship between the specified exogenous variables and customer loyalty. A quantitative approach was adopted using a cross‑sectional survey to establish the structural determinants of loyalty among long‑term insurance consumers in Namibia. An explanatory research design was incorporated to explain the mediating role of customer satisfaction in the relationship between customer awareness and customer loyalty, customer protection and customer loyalty, as well as service quality and customer loyalty in Namibia. The target population (18,205) of this study comprised consumers of long‑term insurance products in Windhoek, Namibia. A structured questionnaire was administered to 406 respondents using a convenience sampling technique. The formulated hypotheses were assessed using variance‑based structural equation modeling. The results show that customer satisfaction exerts a direct effect on customer loyalty, while customer protection and service quality exert an indirect influence on customer loyalty in the insurance industry. Therefore, efforts should be geared towards customer awareness of long‑term insurance products to enhance the uptake of such products for customer satisfaction and customer loyalty in the insurance industry.
... The value of WTP is also subject to the level of service quality provided by management at tourist destinations. According to the findings of Demir et al. (2015), there is a positive relationship between customer satisfaction with service and their willingness to pay (WTP) value. Increasing the price of admission to Jungsemi Village is appropriate as long as visitor satisfaction does not decline. ...
... The value of WTP is also subject to the level of service quality provided by management at tourist destinations. According to the findings of Demir et al. (2015), there is a positive relationship between customer satisfaction with service and their willingness to pay (WTP) value. Increasing the price of admission to Jungsemi Village is appropriate as long as visitor satisfaction does not decline. ...
The Ministry of Maritime Affairs and Fisheries oversees Marine Tourism Village, an initiative for the growth of marine tourism. One of the Maritime Tourism Villages in Kendal Regency is Jungsemi Village, which has a beach run by Village-Owned Enterprises (BUMDes) as its main draw. This study aims to estimate the Willingness to Pay (WTP) value of beach tourism entrance tickets at Jungsemi Maritime Tourism Village so that the optimum entrance ticket price will be obtained. A dichotomous choice questionnaire was employed to collect data on the socio-economic characteristics of 79 respondents who visited the beach, with the aim of determining the average WTP value. The WTP estimation results show that respondents are willing to pay a beach entrance ticket of IDR6,700 to maintain cleanliness and natural beauty, as well as the addition of comfortable tourist facilities. This is higher than the current admission price of IDR5,000 per person. Based on a simple linear regression model, it has been demonstrated that an increase in the admission fee by IDR1,000 per individual results in a decrease of 426 visitors to the tourist destination. With current conditions, this means that an extra 20% in entry ticket prices only reduces the number of visitors by 0.56%, showing that visitor demand is relatively inelastic and hence there is still room to increase entrance ticket prices.
... Service quality can essentially be categorised as an activity where production and facilities significantly take place concurrently [19]. It is complicated for the customer to estimate the quality of facilities due to the lack of physical evidence related to service quality. ...
The importance of service quality is undeniable. For years, numerous marketing professionals have researched its direct and indirect impacts on customer satisfaction and loyalty. Academics have proposed empathy, responsiveness, assurance, reliability, and tangibles as the primary drivers of service quality, university-related physical items or resources (technologic apparatus, smartboards, air conditioners, garden facilities, sports facilities, computer laboratories, etc.). The capacity of a service provider to offer essential service or acceptable and trustworthy responses to a student's demands or questions is referred to as reliability. This research aimed to benchmark the service quality dimensions of the architectural engineering department compared to other departments at Tishk International University-Sulaimani, Iraq. A quantitative research method has been applied. To do this, we have used ServQual and asked those questions to more than 100 students from architectural engineering, civil engineering, and business management departments. The data were analysed, and the results were initially analysed through regression analysis, and the obtained standardised weights of the regression analysis have been used for benchmarking after being normalised. The results show that the architectural engineering department delivered the best service quality compared to civil engineering and the business management department.
... One of the relationships between internal and external factors is being satisfied with the service. In addition, satisfaction with service quality influences customer loyalty (Demir, 2015). ...
This study aims to analyze the effect of satisfaction on hotel services such as service product satisfaction, service delivery satisfaction, and service environment satisfaction on loyalty. The sample in this study are 210 respondents who visited the hotel in the past month. The analysis technique used is the Structural Equation Model with Partial Least Square. The results showed that all satisfaction variables for hotel services significantly influenced loyalty in both groups of ganders. If differentiated based on gender, it shows that male groups are more interested in service environment satisfaction and service delivery satisfaction towards loyalty, while female groups are more interested in service environment satisfaction and service product satisfaction towards loyalty.
... 08) was explaining willingness to pay as the maximum price a buyer is willing to pay. The premium price represents consumers' willingness to pay more than the usual or generally expected price. Sometimes, even the willingness to pay is reversed depending on which is offered first: an option to receive a free gift or to pay for it (Tore et al., 2011). DEMIR et al., (2015 also explained that willingness to pay more is amount of money that customer would like to pay more for a better qualified good rather than giving less to a less qualified good. ...
... Other study also explained that loyalty has more impact on willingness to pay more rather than satisfaction. Demir et al.,(2015) explained that willingness to pay more for a product significantly depend on loyalty and satisfaction, respectively. In the other point of view, loyalty programme members also can demonstrate a higher brand preference and WTP than non-members, which signals that reciprocity functions to enhance value for both loyalty programme members and the firm (Mathies & Gudergan, 2012). ...
As an effort to identify the underlying determinants of willingness to pay, this study seeks to examine brand image, customer trust, and customer loyalty that impacts directly on willingness to pay during the 2020 COVID-19 pandemic time frame. This study also seeks to identify the impact of customer trust and brand image towards willingness to pay though customer loyalty and to identify the indirect impact of customer trust and brand image towards willingness to pay during the 2020 COVID-19 pandemic time frame. Using a convenient sampling method, someone who ever bought some sports apparel during this COVID-19 pandemic were selected as the sample. Out of 230 distributed, 171 useful questionnaires were returned. Confirmatory factor analysis and path analysis were conducted using partial least square equation modelling. The results of this study showed that the willingness to pay of sports apparel during the pandemic covid 19 in Indonesia was influenced by the customer trust and customer loyalty but not significantly influenced by the brand image. This study has a different research originality by researching the relationship between brand image, customer trust, customer loyalty and willingness to pay of any sports apparel during a specific time frame of the 2020 COVID-19 Pandemic, also the impact of brand image and customer trust towards willingness to pay were a rare relation of a research.
... The literature presents many supporting evidence investigating the relationship of perceived value and willingness to pay more with customer satisfaction as an intervening variable. Demir et al. (2015) suggest that customer satisfaction plays a mediating role between perceived value and willingness to pay. The study argues that perceived value not only generates customer satisfaction but also more willingness to pay. ...
... Furthermore, H4 & H5 are accepted which indicates that the service quality provided by the company affects the trust and satisfaction of drivers towards the company. This is in line with research conducted by Demir, Talaat, and Aydinli which found that improving service quality can lead to better satisfaction [29]. In addition, the availability of good quality services can also increase customer confidence. ...
... The literature presents many supporting evidence investigating the relationship of perceived value and willingness to pay more with customer satisfaction as an intervening variable. Demir et al. (2015) suggest that customer satisfaction plays a mediating role between perceived value and willingness to pay. The study argues that perceived value not only generates customer satisfaction but also more willingness to pay. ...
In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed structural equations modeling (SEM).
The purpose of this paper is to elaborate the direct and indirect effects of e-service quality on perceived value, satisfaction and willingness to pay for online meeting platforms in the education sector. This study also explores the effect of e-service quality on users' perception and satisfaction.
The results reveal that e-service quality directly affects the perceived value and satisfaction but has no direct effect on the willingness to pay. Secondly, perceived value and satisfaction mediated the relationships between service quality and willingness to pay. However, it is observed that perceived value has a more significant impact on the willingness to pay compared to satisfaction. It is further reported that perceived value is one of the antecedents of satisfaction. The study also explores the direct relationship between perceived value and willingness to pay, and introduces satisfaction as a mediating variable between perceived value and willingness to pay.
The sample is geographically limited as only online faculty and staff working at private universities participated in the study. This study has implications for administrators of higher educational institutions and companies providing IT solutions for online meetings. From a managerial standpoint, this study provides and IT companies a broad theoretical basis that designing a successful online meeting platform should specifically emphasize e-service quality, perceived value and customer satisfaction.
There is no study that evaluated the links among e-service quality, value, satisfaction, and willingness to pay for the online meeting platform services. Therefore, this study is useful for the private university administration and online meeting platform developers and investors.
... The result is inconsistent with a study performed by Sam et al. (2018), Lwesya and Jaffu (2017), Demir et al. (2015), So et al. (2006) which stated that responsiveness dimension is the most influential variable in customer satisfaction in transportation yet the result in this study has revealed that responsiveness is the least influential variable in assessing customer satisfaction. ...
The purpose of this study is to evaluate how tourists respond to the service provided by Hop-On Hop-Off Tour Bus service in Kuala Lumpur. This study has incorporated with two objectives, namely 1) to assess the relationship between service quality and tourist satisfaction, and 2) to determine the most influenced service quality attributes when using Hop-On Hop-Off Tour Bus service in Kuala Lumpur. SERVQUAL model has been adopted to assess the relationship between independent variables and dependent variables. This study employs descriptive survey from quantitative method where questionnaires were distributed to the users of Hop-On Hop-Off Tour Bus service in Kuala Lumpur. 200 respondents were approached to have them evaluate the service quality while 151 questionnaires were qualified for data analysis stage by using SPSS ver. 24. The findings of correlation analysis have concluded that all five dimensions of service quality are positively correlated to customer satisfaction. Regression analysis has revealed that tangibility, reliability, assurance, and empathy are able to influence customer satisfaction significantly while respondent does not have significant influence towards customer satisfaction. Future research should emphasize on the service quality gap between expectation and perception and also expand the research to Penang Island as Hop-On-Hop-Off service is also available.
