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Effect of Service Quality on Customer Satisfaction Through Brand Experience and Brand Awareness in Postal and Delivery Services
Abstract
At present, E-Commerce in Indonesia is increasing very fast compared to buying and selling activities in the digital world. It is noted that there are numbers of e-commerce that are growing rapidly in Indonesia, namely Lazada, Tokopedia, Shopee, BukaLapak and many others. With the development of e-commerce, the businessmen must be able to send their messages to customers well. There are several postal and delivery services companies in Indonesia, namely JNE, JnT, Pos Indonesia, Tiki and others. The purpose of conducting this research is to be able to provide input to the parties engaged in the field of postal and delivery services in order to find out what can affect customer satisfaction and increase its influence. Besides that this research also helps to provide new knowledge to the world of academics in the field of marketing management.
... Fast and reliable delivery, along with convenient return policies, significantly impact consumers' purchasing decisions and perceived value of online transactions (Hult et al., 2019). Manalu and Akbar (2019) highlight that delivery service substantially affects the overall customer experience. Delays and discrepancies between customer expectations and actual delivery can lead to dissatisfaction (Chou et al., 2015;Raman, 2019). ...
... Sedangkan menurut Kalia (2019) kepuasan konsumen merupakan evaluasi pelanggan atas produk atau layanan dalam hal apakah produk atau layanan tersebut memenuhi harapan dan kebutuhan pelanggan. Kepuasan pelanggan digunakan untuk mengukur kinerja dari sebuah perusahaan baik secara internal maupun secara eksternal (Manalu & Akbar, 2019). Menurut Tjiptono (2010) ada tiga indikator pembentukan kepuasan pelanggan yaitu sebagai berikut: ...
The aim of this research is to determine the effect of price, on time delivery and service quality on customer satisfaction at the J&T Express delivery service, Tanon Branch, Sragen Regency. The population of this research is the community in Tanon District. The sampling technique uses a probability sampling method with a random probability sampling technique. The research sample was 100 respondents. The research method used is a quantitative method and the data analysis used is multiple linear regression analysis. The results of this research show that price has a positive and significant influence on customer satisfaction with a calculated t value greater than t table, namely 2.830 > 1.6608 and has a significant value smaller than 0.05, namely 0.006, on time delivery has a positive influence and is significant for customer satisfaction with a calculated t value greater than t table, namely 3.507 > 1.6608 and has a significant value smaller than 0.05, namely 0.001, service quality has a positive and significant influence on customer satisfaction with a calculated t value of more larger than the t table, namely 4.797 > 1.6608 and has a significant value smaller than 0.05, namely 0.000.
... Pendapat berbeda datang dari (Manalu & Akbar, 2019) bahwa hubungan antara kualitas pelayanan dengan kepuasan konsumen tidak berpengaruh signifikan, hal ini dikarenakan kualitas pelayanan yang diberikan tidak terlalu baik kepada konsumen sehingga konsumen merasa kecewa bahkan jauh dari harapan konsumen (Sege, Tumbel & Walangitan, 2017). Penerapan kualitas pelayanan bagi perusahaan jasa dapat dijadikan sebagai keunggulan bersaing seperti yang diungkapkan oleh beberapa ahli yaitu faktor penting lainnya dalam meningkatkan kualitas pelayanan adalah kualitas yang unggul yang telah terbukti sebagai strategi bersaing dalam keunggulan bersaing (Ivastya & Fanani, 2020). ...
Quality service plays an important role in shaping customer satisfaction, but it is also closely related to creating profits for the company. The purpose of the study is whether service quality affects customer satisfaction, whether price affects customer satisfaction and whether service quality and price affect customer satisfaction. The analysis method used is descriptive analysis and multiple linear regression. This research was conducted in relation to the context (implementation of service quality, price and customer satisfaction). In addition, the theoretical gap (detailed perspective on each dimension) left by previous research. The results showed that service quality and price affect customer satisfaction at Café Gartenhutte Trawas. Quality and price show a multiple correlation 0.809 which shows a strong relationship between the independent variable and the dependent variable. This research has implications for businesses that should use their websites to convey information and offer the best customer service to increase perceived value.
... Service quality plays crucial role in the operational activities of a company since service quality heavily affects the satisfaction (Sutrisno et al., 2019). Different opinions come from (Manalu & Akbar, 2019) that the relationship between service quality on consumer satisfaction has no significant effect, this is because the quality of service provided is not so good to consumers that consumers feel disappointed even though and far from consumer expectations (Sege et al., 2017). The implementation of service quality for service companies can be used as a competitive advantage as expressed by several experts, namely another important factor in improving service quality is that superior quality is proven to be a competitive strategy in competitive advantage (Evy da Silva, 2020). ...
Consumer satisfaction is the most dominant factor in meeting one of the needs of consumers and factors that can meet consumer satisfaction include service quality and price. Research conducted at Ayam Geprek Idola Pematang Siantar City, the results of the study with the help of SPSS found that the intrument of research variables had valid and reliable criteria. For the coefficient of determination, strong correlation results from service quality and price to consumer satisfaction and have a positive direction coefficient of service quality and price to consumer satisfaction. The results of the hypothesis found that service quality has a positive and significant effect on customer satisfaction, price also has a positive and significant effect on customer satisfaction. With good service quality and good and affordable prices, it will be able to generate customer satisfaction.
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
The purposes of this research were to: 1) evaluate the service quality of the ground staff at Don Mueang International Airport (DMK), 2) compare the ground staff quality service perception of Thai passengers at DMK, and 3) provide guidelines for service quality improvement of the DMK airlines ground staff. A sample size of 400 Thai domestic passengers was accidentally selected at DMK. A questionnaire was used as a research tool for data collection. Five dimensions of service quality were evaluated: reliability, responsiveness, assurance, empathy, and tangibles. It was found that the service quality of ground staff was moderate. The highest dimension of service quality realization was tangibles, followed successively by reliability, assurance, empathy, and responsiveness. The passengers' perception of the ground staff's service quality varied by gender and age group. Guidelines were proposed for the improvement of ground staff service quality at DMK based on the findings.
There has been dramatic increase in online consumer base throughout the World and technology adoption by masses has fueled the success of e-commerce players. One of the fastest growing segments of e-commerce is online retail. E-retailers are deploying large chunks of their investments to build and hold their positions in the competitive markets. Therefore service quality and factors' affecting online buying behavior has become conspicuous field of study. This paper examines the above mentioned topic in Indian e-retail context. With an aim to understand associations between service quality, consumer satisfaction and future purchase intentions, web survey has been applied to 308 respondents, who have made at least one online purchase in past six months from any of the four most popular e-retailers in India. Relationship has been found between online service quality and future purchase intentions; furthermore this study confirmed that online consumer satisfaction act as mediator between online service quality and future purchase intentions.
This study contributes to the development of knowledge on transferring the concept of customer-based brand equity to a tourism destination context. Keller’s brand equity pyramid is utilized as the comparison framework to reveal similarities, but also overlaps, differences and gaps on both the conceptual and measurement level of existing brand equity models for destinations. Particularly, the inner core of the model depicts the complex mechanisms of how destination resources transform into benefits for tourists overlooked by prior research. This study proposes a customer-based brand equity model for destinations, which consists of five dependent constructs, including awareness, loyalty, and three destination brand promise constructs constituting the inner core of the model, namely, destination resources, value in use, and value for money. The model was repeatedly tested for the leading Swedish mountain destination Åre, by using a linear structural equation modeling approach. Findings confirm the path structure of the proposed model.
This study investigates the relationship among green perceived value, green trust, satisfaction, and repurchase intention of green products. A research model was developed to investigate the factors affecting the repurchase intention of green products. The research results demonstrated that green trust and satisfaction mediate the relationship between green perceived value and repurchase intention. The research results also indicated that the drivers of green product repurchase intention are represented by perceived value, green trust, and satisfaction. Companies should emphasize resources to improve these aspects in order to enhance green product repurchase intention among consumers. Keywords: Green Products, Repurchase Intention To cite this document: Aris Y. C. Lam, Mei Mei Lau, and Ronnie Cheung, "Modelling the Relationship among Green Perceived Value, Green Trust, Satisfaction, and Repurchase Intention of Green Products", Contemporary Management Research, Vol.12, No.1, pp. 47-60, 2016. Permanent link to this document: http://dx.doi.org/10.7903/cmr.13842
The following paper presents current thinking and research on fit indices for structural equation modelling. The paper presents a selection of fit indices that are widely regarded as the most informative indices available to researchers. As well as outlining each of these indices, guidelines are presented on their use. The paper also provides reporting strategies of these indices and concludes with a discussion on the future of fit indices.
Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.
This paper addresses how different store formats moderate the relationship between store image and purchase intention, mediated by brand awareness and perceived value. Questionnaire data was collected through face-to-face interviews with retail customers on the streets of a city in southern Brazil. Hypotheses testing were performed using the partial least squares structural equation modeling, supported by Smart-PLS and the Boot-strapping procedure run in the Process software. The model's sample included 298 retail customers for each store format (supermarket and mini-market). Results showed that store image positively impacted customer purchase intentions and the mediators, perceived value and brand awareness, which had a distinct effect on the direct relation of store image and purchase intention. Store format presented moderation effects on the relation between store image and brand awareness for both store formats: the higher the perception of store image, the greater the consumer's brand awareness. However, store format did not present a moderating effect on the relationship between brand awareness and purchase intention. Store image was found to be an important independent construct that improves brand awareness and increases perceived value. The number of mini-markets in Brazil is increasing, indicating that they are supplying a need unmet by supermarkets. The study design's implementation in the city streets, respondents were requested to imagine store image, which may have affected some of the parameters. The model integrated store image as an important construct influencing purchase behavior and this study presented a mediated-moderated model with managerial implications.
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This research examines the role that dynamic brand experience can play as a marketing tool for firms in the context of social networks. It seeks to reveal how the source and motivation of value co-creation impact the dynamic brand experience. The work also analyzes the influence of dynamic brand experience on customer equity, and investigates the moderating role of electronic word-of-mouth (E-WOM) in the relationship between dynamic brand experience and customer equity. The findings show that the source and motivation of value co-creation positively affect dynamic brand experience. Also, a positive association is found between dynamic brand experience and customer equity, while E-WOM acts as a moderator on the relationship between dynamic brand experience and customer equity.
The influence of service quality has received limited attention in the context of airport research. This study investigates whether airport service quality is related to airport and destination choice. Specifically, the study examines the relationship between airport service quality, passenger satisfaction, and behavioural intentions including airport reuse and destination revisit. The sample consists of departure passengers in major Australian airports. The results confirm that overall airport service quality is significantly related to airport reuse and destination revisit. Passenger satisfaction and reuse airport exert significant mediation effects between airport service quality and intended outcome variables. Discussion and implications of these findings conclude this paper.
Building a favorable sensory brand experience is crucial in services settings to strengthen the competitive position of a brand and its equity. However, little empirical research exists in this area. Additionally, and surprisingly, most of the research on service brand experience neglects the importance of employees. This study investigates the effect of sensory brand experience on brand equity in the banking industry, through customer satisfaction and customer affective commitment. It also examines whether employee empathy moderates the impacts of sensory brand experience on customer satisfaction and customer affective commitment. Based on data collected through a panel of 1739 customers, the hypothesized structural model is tested using path analysis. Results show that sensory brand experience has a positive indirect impact on brand equity, through customer satisfaction and customer affective commitment. Customer satisfaction positively influences customer affective commitment, and employee empathy negatively moderates the relationship between sensory brand experience and customer satisfaction.
This research investigates the impact of brand perception on brand loyalty and brand purchase intention using the lenses of complexity theory. First, the study conceptualizes and operationalizes perceptional and behavioral components of brand equity. It then examines the dimensions of brand perception, and by assessing the consequences of favorable brand perception, the study enables a better understanding regarding whether a brand marketing approach helps to improve marketing performance. The research was conducted using a mixed methodology, beginning with interviews in order to gain a better understanding of the relationship between the dimensions of brand perception. These were followed by a questionnaire survey, and the resulting data were analyzed through content analysis and fuzzy-set qualitative comparative analysis (fsQCA). The results indicate that brand awareness, perceived quality, brand association, brand fondness, brand image, and product country image have a strong impact on the management of brand perception. The finding illustrates that it is the combinations of various perceptional elements of brand equity rather than any single factor that have strong impacts on brand loyalty and brand purchasing intention. The results support the importance of brand perception for the fashion industry, which needs to be more interactive in order to increase their customers' brand loyalty and brand purchasing intention.
This study is aimed to assess the quality of service provided by Malaysia Airlines and its impact on overall customer satisfaction. This study employed a convenience sampling method for collecting data from 460 respondents using a self-administered questionnaire, designed on five dimensions of AIRQUAL scale. Moreover, variance based structural equation modelling (PLS-SEM) was used for testing the proposed structural model. Findings of this study revealed that all five dimensions of AIRQUAL scale i.e. airline tangibles; terminal tangi-bles; personnel services; empathy and image have a positive, direct and significant impact on customer satisfaction of Malaysia Airlines. This study investigated the impact of service quality dimensions on customer satisfaction in Malaysia Airlines. Due to limited resources and time constraints this study involves respondents from Malaysia Airlines only; for that reason a comparative analysis of findings with other airlines was not possible; therefore it is considered a limitation of this study. Moreover, importance-performance map analysis (IPMA) was also performed for exploring the importance of various dimensions of service quality. Findings indicate that airlines should focus on all dimensions of service quality, with special focus on personnel services and image for enhancing their customer satisfaction. It is expected that findings of this study will help airlines to understand the role of various dimensions of service quality for enhancing their customer satisfaction.
This study investigates whether different combinations of service quality dimensions affect customer satisfaction. The study uses an extension of SERVQUAL with dimensions specific to the railway industry: comfort, connection, and convenience. We use a fsQCA to examine the responses from an online survey of 352 railway customers. The results show that three different combinations of the service quality dimensions lead to overall customer satisfaction. These combinations contain at least two of the three dimensions specific to the railway industry: comfort, connection, and convenience. Furthermore, the combination of comfort and connection alone captures higher customer satisfaction.
In Business-to-Business (B2B) environments, many firms focus their branding activities on the dissemination of their brand name and logo without developing a more comprehensive brand identity. Thus, the creation of brand awareness is an important goal in many B2B branding strategies. However, it is still unclear if the great investment necessary to build a high level of brand awareness really pays off in business markets. Therefore, drawing on information economics theory, this paper investigates under which conditions brand awareness is associated with market performance in a B2B context. Results from a cross-industry study of more than 300 B2B firms show that brand awareness significantly drives market performance. This link is moderated by market characteristics (product homogeneity and technological turbulence) and typical characteristics of organizational buyers (buying center heterogeneity and time pressure in the buying process).
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