Thủ Thuật về Which of the following can influence how satisfied a customer is with the service? 2022

Bùi Thanh Tùng đang tìm kiếm từ khóa Which of the following can influence how satisfied a customer is with the service? được Cập Nhật vào lúc : 2022-11-25 08:45:14 . Với phương châm chia sẻ Bí quyết về trong nội dung bài viết một cách Chi Tiết 2022. Nếu sau khi đọc tài liệu vẫn ko hiểu thì hoàn toàn có thể lại Comment ở cuối bài để Ad lý giải và hướng dẫn lại nha.

113

Introduction

The previous studies on the effect of pandemic have focused on the behavior related to preventative measures to protect the health of the customers; however, less attention has been paid to the influence of pandemic on customer outcomes. To fill this gap, the SERVQUAL framework was employed to examine the changes in customers’ social truyền thông behaviors that have occurred since the pandemic was declared
(Mason et al., 2022). In the post pandemic world, the parameters for customer satisfaction have changed considerably (Monmousseau et al., 2022; Srivastava and Kumar, 2022;
Wu et al., 2022). Pandemic has made personal interaction more challenging (Brown, 2022). To be less vulnerable to becoming severely ill with the virus, customers prefer touchless digital mediums of communications. For example,
Mason et al. (2022) concluded that pandemic has altered customers’ needs, shopping and purchasing behaviors, and post purchase satisfaction levels. Keeping in view the public healthcare concerns, the governmental pandemic mitigation policies also promotes touchless mediums for shopping; therefore, the role of social truyền thông as a communication tool stands to increase a time when social
distancing is a common practice; social truyền thông provides avenues for buyers to interact with sellers without physical contact. Thus, the use of social truyền thông gains critical importance, especially after the pandemic (Mason et al., 2022), and the businesses may find new opportunities to gain competitive advantage through their use of effective social truyền thông strategies.

Nội dung chính Show

    IntroductionLiterature ReviewSERVQUAL DimensionsReliabilityResponsivenessPerceived Service Quality and Customer SatisfactionMethods and ProceduresControl VariablesData Analysis and ResultsCommon Method BiasMeasurement ModelStructural Model and Hypotheses TestingManagerial ImplicationsLimitation and Future Research DirectionData Availability StatementEthics StatementAuthor ContributionsConflict of InterestPublisher’s NoteWhich of the following can influence how satisfied a customer?Which of the following can influence customers perceptions of a service?How can customer service affect customer satisfaction?Which factors have the strongest influence on customer satisfaction?

The car care industry uses
traditional means of customer communications. The company in this study made use of social truyền thông in improving their service quality through effective and safe communication with their customers. The use of social truyền thông to provide updates to customers played a significant role in improving service quality and satisfaction (Ramanathan et al., 2022). The company in the study used Snapchat to
provide updates on the work, thus minimizing the customers’ need to physically visit the car care facility. This use of social truyền thông gave a significant boost to the responsiveness aspect of the service quality.

Service quality and customer satisfaction are important aspects of business since a company’s growth is largely dependent on how well it maintains its customers through service and how well they keep their customers satisfied
(Edward and Sahadev, 2011). According to Chang et al. (2022); customer satisfaction is expected to result from good service efficiency, which will improve customer engagement and interrelationship.
González et al. (2007) asserted that customer satisfaction is linked to high service quality, which makes businesses more competitive in the marketplace. This study uses the SERVQUAL framework to define service quality. This framework uses five dimensions to account for service quality, namely, tangibles, reliability, responsiveness, assurance, and empathy. Identifying issues in service and
customer satisfaction can lead to high service quality. Furthermore, service quality can be characterized by analyzing the variations between planned and perceived service. Service quality and customer satisfaction have a positive relationship.

Recognizing and meeting customer expectations through high levels of service quality help distinguish the company’s services from those of its rivals
(Dominic et al., 2010). Social truyền thông plays a critical role in shaping these service quality-related variables. Specifically, in the context coronavirus disease 2022 (COVID-19), where customers hesitated to visit auto workshops physically, the importance of online platforms such as auto workshops’ social truyền thông pages on Instagram and Meta has increased, where customers try to get information
and book appointment. For example, responsiveness is not only physical responsiveness but also digital means of communication. The car care company in this study uses social truyền thông as mode of communication with their customers due to physical interaction restriction caused by the pandemic.

Service quality becomes a critical element of success in car care industry because customer contact is one of the most important business processes
(Lambert, 2010). Saudi Arabia is one of the Middle East’s largest new vehicle sales and auto part markets. Saudi Arabia’s car repair industry has grown to be a significant market for automakers from all over the world. As a result, the aim of this research was to see how service quality affects customer satisfaction in the Saudi auto repair industry.

This aim of this research was to answer
the following research questions:

(i) What is the contribution of individual dimensions of SERVQUAL on customer perceived service quality of car care industry in Saudi Arabia?

(ii) What is the impact of perceived service quality on customer satisfaction in car care industry in Saudi Arabia?

Literature Review

The concept of service has been defined since the 1980s by
Churchill and Surprenant (1982) together with Asubonteng et al. (1996), who popularized the customer satisfaction theory through measuring the firm’s actual service delivery in conformity with the expectations of customers, as defined by the attainment of perceived quality, and that is meeting the
customers’ wants and needs beyond their aspirations. With this premise, Armstrong et al. (1997) later expanded the concept of service into the five dimensions of service quality that comprised tangibles, reliability, responsiveness, assurance, and empathy.

Extant literature on service delivery focuses on the traditional emphasis on the contact between the customer and service provider (Mechinda and Patterson, 2011; Han et al., 2022). Doucet (2004) explained that the quality in these traditional settings depends on the design of the location and the behavior of the service
provider. More recently, the proliferation of the internet has led to the emergence of the online service centers. In these cases, communication both in-person and online plays a critical role in the quality of service rendered. It follows that service quality in hybrid settings depends on quality of communications on social truyền thông as well as the behavioral interactions between the customer and the service provider
(Doucet, 2004; Palese and Usai, 2022). These factors require subjective assessments by the concerned parties, which means that different persons will have varied assessments of the quality of service received.

SERVQUAL Dimensions

Service quality has been described with the help of
five quality dimensions, namely, tangibles, reliability, responsiveness, assurance, and empathy. Definitions relating to these variables have been modified by different authors. The relationship between various dimensions of service quality differs based on particular services.

Tangibles

The tangible aspects of a service have a significant influence on perception of service quality. These comprise the external aspects of a service that influence external customer satisfaction. The
key aspects of tangibility include price, ranking relative to competitors, marketing communication and actualization, and word-of-mouth effects (Ismagilova et al., 2022), which enhance the perception of service quality of customers (Santos, 2002). These aspects extend beyond SERVQUAL’s
definition of quality within the car care industry settings. Thus, we proposed the following hypothesis:

Hypotheses 1a: Tangibles are positively related with perceived service quality.

Reliability

Reliability is attributed to accountability and quality. There are a bunch of precursors that likewise aid basic methodology for shaping clients’ perspectives toward administration quality and reliability in the car care industry in Saudi
(Korda and Snoj, 2010; Omar et al., 2015). A portion of these predecessors is identified with car repair benefits and includes the convenient accessibility of assets, specialist’s expertise level and productive issue determination, correspondence quality, client care quality, an exhibition of
information, client esteem, proficiency of staff, representatives’ capacity to tune in to client inquiries and respond emphatically to their necessities and protests, security, workers’ dependability, more limited holding up time and quickness, actual prompts, cost of administration, accessibility of issue recuperation frameworks, responsibility, guarantees, for example, mistake-không lấy phí administrations, generally association’s picture and workers’ politeness, and responsiveness. Despite the
innovative changes happening in the car care industry and the instructive degree of car administrations suppliers in Saudi Arabia, car care suppliers in the territory are taught about the need to continually refresh their insight into the advancements in the area of vehicle workshops and the components of administration. Thus, we argued that reliability is important to enhance the perception of service quality of customers.

Hypotheses 1b: Reliability is positively linked with
perceived service quality.

Responsiveness

Responsiveness refers to the institution’s ability to provide fast and good quality service in the period. It requires minimizing the waiting duration for all interactions between the customer and the service provider (Nambisan et al., 2022).
Nambisan et al. (2022) explained that responsiveness is crucial for enhancing the customers’ perception of service quality. Rather, the institution should provide a fast and professional response as to the failure and recommend alternative actions to address the customer’s needs (Lee et al.,
2000). In this light, Nambisan summarizes responsiveness to mean four key actions, i.e., giving individual attention to customers, providing prompt service, active willingness to help guests, and employee availability when required. These aspects help companies to enhance the customers’ perception of service quality. Therefore, we proposed the following hypothesis:

Hypotheses 1c: Responsiveness is positively linked with perceived service quality.

Assurance

Assurance
refers to the skills and competencies used in delivering services to the customers. Wu et al. (2015) explains that employee skills and competencies help to inspire trust and confidence in the customer, which in turn stirs feelings of safety and comfort in the process of service delivery. Customers are more likely to make return visits if they feel confident of the employees’ ability to discharge
their tasks. Elmadağ et al. (2008) lists the factors that inspire empathy as competence, politeness, positive attitude, and effective communication as the most important factors in assuring customers. Besides, other factors include operational security of the premises as well as the proven quality of the service provided to the customers. Thus, the assurance has significant contribution in the
perception of service quality.

Hypotheses 1d: Assurance is positively related with perceived service quality.

Empathy

Empathy refers to the quality of individualized attention given to the customers. The service providers go an extra mile to make the customer feel special and valued during the interaction (Bahadur et al., 2022).
Murray et al. (2022) explains that empathy requires visualizing the needs of the customer by assuming their position. Murray et al. (2022) lists the qualities that foster empathy as including courtesy and friendliness of staff, understanding the specific needs of the client, giving the client
special attention, and taking time to explain the practices and procedure to be undertaken in the service delivery process. Therefore, we proposed the following hypothesis:

Hypotheses 1e: Empathy is positively related with perceived service quality.

Perceived Service Quality and Customer Satisfaction

Customer satisfaction refers to the level of fulfillment expressed by the customer after the service delivery process. This is a subjective assessment of the service based
on the five dimensions of service quality. Customer satisfaction is important due to its direct impact on customer retention (Hansemark and Albinsson, 2004; Cao et al., 2022; Zhou et al., 2022),
level of spending (Fornell et al., 2010), and long-term competitiveness of the organization (Suchánek and Králová, 2022). Susskind et al. (2003) describes that service quality has a direct
impact on customer satisfaction. For this reason, this research considers that five dimensions of service quality are the important antecedents of customer satisfaction.

Service quality refers to the ability of the service to address the needs of the customers (Atef, 2011). Customers have their own perception of quality before interacting with the organization. The expectancy-confirmation
paradigm holds that customers compare their perception with the actual experience to determine their level of satisfaction from the interaction (Teas, 1993). These assessments are based on the five independent factors that influence quality. Consequently, this research considers service quality as an independent variable.

This study attempts to quantify perceived service quality though
SERVQUAL dimensions. We proposed that customers place a high premium on service quality as a critical determinant of satisfaction. Moreover, it is argued that satisfaction prompts joy and reliability among customers in Saudi Arabia. These discoveries infer that the perception of service quality is significantly related to satisfaction, and quality insight can be applied across different cultures with negligible contrasts in the result. Car care industry in Saudi Arabia has grave quality
problems. To rectify this situation, it is essential to apply quality systems as tools for development. The SERVQUAL is one of these system options. It is used to gauge the service quality using five dimensions that have been time-tested since 1982. Thus, the significance of SERVQUAL in car care industry in Saudi Arabia cannot be overemphasized. The study further suggests that the SERVRQUAL dimension increases the perceived service quality, which in turn increases customer satisfaction. Thus, we
proposed the following hypothesis:

Hypothesis 2: The perceived service quality of car care customers is positively linked with their satisfaction.

Methods and Procedures

In this study, we employed a cross-sectional research design. Using a paper-pencil survey, data were collected form auto care workshops situated in the Eastern Province of Saudi Arabia. According to the study by
Newsted et al. (1998), the survey method is valuable for assessing opinions and trends by collecting quantitative data. We adapted survey instruments from previous studies. The final survey was presented to a focus group of two Ph.D. marketing scholars who specialized in survey design marketing research. The survey was modified keeping in view the recommendations suggested by focus group
members. We contacted the customers who used social truyền thông to check the updates and book the appointment for their vehicle’s service and maintenance. We abstained 130 surveys, 13 of which were excluded due to missing information. Therefore, the final sample encompassed 117 (26 female and 91 male) participants across multiple age groups: 10 aged less than 25 years, 46 aged between 26 and 30 years, 28 aged between 31 and 35 years, 21 aged between 36 and 40 years, and 12 aged older than 40 years
(for details, refer to Table 1). Similarly, the averaged participants were graduates with more than 3 years of auto care service experience.

Table 1. Demographic information.

Measures

We measured service quality dimensions using 20 indicators. Customer satisfaction of the restaurant customers was assessed using 4-item scale
(for detail, refer to Table 2). In this research, the 5-point Likert scale from 1 = strongly disagree to 5 = strongly agree was used.

Table 2. Constructs and items included in the questionnaire.

Control Variables

Following the previous research, customer’s gender and age were controlled to examine the influence of
service quality dimensions on customer satisfaction.

Data Analysis and Results

For data analysis and hypotheses testing, we employed the structural equation modeling (SEM) based on the partial least squares (PLS) in Smart-PLS. Smart-PLS 3 is a powerful tool, which is used for the confirmatory factor analysis (CFA) and SEM (Nachtigall et al., 2003). Research suggests that CFA is the
best approach to examine the reliability and validity of the constructs. We employed SEM for hypotheses testing because it is a multivariate data analysis technique, which is commonly used in the social sciences (González et al., 2008).

Common Method Bias

To ensure that common method bias (CMB) is not a serious concern for our results, we employed procedural and statistical and
procedural remedies. During data collection, each survey in the research contained a covering letter explaining the purpose of the study and guaranteed the full anonymity of the participants. Moreover, it was mentioned in the cover letter that there was no right and wrong questions, and respondents’ answers would neither be related to their personalities nor disclosed to anyone. According to
Podsakoff et al. (2003), the confidentiality of the responses can assist to minimize the possibility of CMB. Furthermore, CMB was verified through the Harman’s single-factor test (Podsakoff et al., 2003). All items in this research framework were categorized into six factors, among which the
first factor explained 19.01% of the variance. Thus, our results showed that CMB was not an issue in our research. Moreover, using both tolerance value and the variance inflation factors (VIFs), we assessed the level of multicollinearity among the independent variables. Our results indicate that the tolerance values for all dimensions of service quality were above the recommended threshold point of 0.10
(Cohen et al., 2003), and VIF scores were between 1.4 and 1.8, which suggested the absence of multicollinearity; thus, it is not a serious issue for this study.

Measurement Model

We performed CFA to analyze the reliability and validity of the constructs. The measurement model was assessed by examining the content, convergent, and discriminant validities. To assess the content
validity, we reviewed the relevant literature and pilot test the survey. We used item loadings, Cronbach’s alpha, composite reliability (CR), and the average variance extracted (AVE) (Fornell and Larcker, 1981b) to assess the convergent validity. The findings of CFA illustrate that all item loadings are greater than 0.70. The acceptable threshold levels for all values were met, as the value of
Cronbach’s alpha and CR was greater than 0.70 for all constructs (Fornell and Larcker, 1981b), and the AVE for all variables was above 0.50 (Tabachnick and Fidell, 2007; see Table 3). Thus, these
findings show acceptable convergent validity.

Table
3.
Item loadings, Cronbach’s alpha, composite reliability, and average variance extracted.

To analyze the discriminant validity, we evaluated the discriminant validity by matching the association between correlation among variables and the square root of the AVE of the variables (Fornell and Larcker, 1981a). The results demonstrate that the square roots of AVE are above the
correlation among constructs, hence showing a satisfactory discriminant validity, therefore, indicating an acceptable discriminant validity. Moreover, descriptive statistics and correlations are provided in Table 4.

Table 4. Descriptive statistics and correlations.

Structural Model and Hypotheses Testing

After establishing the acceptable reliability and validity in the measurement model, we examined
the relationship among variables and analyzed the hypotheses based on the examination of standardized paths. The path significance of proposed relations were calculated using the SEM through the bootstrap resampling technique (Henseler et al., 2009), with 2,000 iterations of resampling. The proposed research framework contains five dimensions of service quality (i.e., tangibles of the auto care,
reliability of the auto care, responsiveness of the auto care, assurance of the auto care, and empathy of the auto care) and customer satisfaction of auto care. The results show that five dimensions of service quality are significantly related to customer’s perception of service quality of auto care; thus, hypotheses 1a, 1b, 1c, 1d, and 1e were supported. Figure 1 shows that the service quality
of auto care is a significant determinant of customer satisfaction of auto care industry (β = 0.85, p < 0.001), supporting hypothesis 2. The result in Figure 1 also shows that 73.8% of the variation exists in customer satisfaction of auto care.

Figure 1. Results of the research model tests.
***p < 0.001.

Discussion

The main purpose of this research was to assess the relationship between service quality and customer satisfaction in the post pandemic world in Saudi Arabia. This study was designed to examine how satisfaction of auto care customers is influenced by service quality, especially, when pandemic was declared, and due to health concerns, the customers were reluctant to visit workshops physically
(Mason et al., 2022). It appears that after the pandemic, customers were increasingly using online platforms for purchasing goods and services. This study reveals how customers of auto repair in Saudi perceive service quality and see how applicable SERVQUAL model across with five dimensions, including tangibles, responsiveness, reliability, assurance, and empathy measure service quality. The
findings of this research show that five dimensions of SERVQUAL are positively related to the service quality perception of auto care customers in Saudi Arabia. Moreover, service quality perceptions are positively linked with customer satisfaction. These results indicate that auto care customers view service quality as an important antecedent of their satisfaction. The findings indicate that the customers perceive the service quality as a basic service expectation and will not bear the extra
cost for this criterion. In this research, the positive connection between service quality and customer satisfaction is also consistent with previous studies (e.g., González et al., 2007; Gallarza-Granizo et al., 2022;
Cai et al., 2022). Thus, service quality plays a key role in satisfying customers. These findings suggest that service organizations, like auto repair industry in Saudi Arabia could enhance satisfaction of their customers through improving service quality. Because of pandemic, people are reluctant to visit auto care workshops, and they try to book appointment through social truyền thông; so, by
improving the quality of management of their social truyền thông pages, the workshops can provide accurate information for monitoring, maintaining, and improving service quality (Sofyani et al., 2022). More specifically, social truyền thông, which allows individuals to interact remotely, appears to be gaining significant importance as a tool for identifying customers’ products and service needs. Increasingly,
customers are also increasingly engaging with retailers through social truyền thông to search and shop for product and services options, evaluate the alternatives, and make purchases.

Furthermore, the research on the customer service quality can be held essential since it acts as a means for the promotion of the competitiveness of an organization. Precisely, the knowledge about the customers’ view concerning service quality can be used by organizations as a tool to improve their customer
services. For example, knowledge of the required customer service would help in the facilitation of training programs oriented toward the enlightenment of the overall employees on the practices to improve and offer high-quality customer services. Besides, information concerning customer services would be essential in decision-making process concerning the marketing campaigns of the firm, hence generating competitive advantage of the organization in the marketplace. Findings show that customers
demand more from auto repair, so the company must work hard to increase all service quality dimensions to improve customer satisfaction. Thus, organizations ought to venture in customer services initiatives to harness high-quality services.

Managerial Implications

The findings of this research indicate a strong association between SERVQUAL dimensions and perceived service quality. Perception of higher service quality leads to higher level of customer satisfaction among Saudi car
care customers. In particular, the results indicate high scores for reliability, empathy, tangibles, and responsiveness. These are clear indications that the immense budgetary allocation has enabled these institutions to develop capacity. Nevertheless, the lack of a strong human resource base remains a key challenge in the car care industry. The effective use of social truyền thông plays a critical role in the responsiveness dimension of service quality. Companies need to develop their digital and
social truyền thông marketing strategies in the post pandemic world to better satisfy their customers.

Saudi Arabia requires a large and well-trained human resource base. This requires intensive investment in training and development. Most of these workers have a limited contract, which reduced their focus on long-term dedication. Consequently, the government should provide longer-term contracts for workers in this critical sector. The contracts should include training on tailored courses to
serve the identified needs in effective communication with the customers using digital truyền thông. We suggested that the auto car care workshops should provide training to their workers, particularly, on service technicians to enhance their skills that will help to deliver fast and reliable service to their auto customers.

Moreover, the auto car care workshops also provide customer care- or customer handling-related training especially for the service marketing personnel who handles customer
directly for them to better understand the customer needs and expectations. This can be done least once a year. This will help auto care workshops to improve their service quality.

Limitation and Future Research Direction

This research is not without limitations. First, the findings of this study are based on data collected from a single source and a single point of time, which might be subjected to CMB
(Podsakoff et al., 2003). Future research can collect data from different points of time to validate the findings of this research. Second, this research was carried out with data obtained from Saudi auto car care customers; the findings of this research might be different because the research framework was retested in a different cultural context. Therefore, more research is needed to improve
the understanding of the principles of service quality and customer satisfaction, as well as how they are evaluated, since these concepts are critical for service organizations’ sustainability and development. A greater sample size should be used in a similar study so that the findings could be applied to a larger population. Research on the effect of inadequate customer service on customer satisfaction, the impact of customer retention strategies on customer satisfaction levels, and the impact
of regulatory policies on customer satisfaction is also recommended. Third, because most of the participants participated in this research are men, future studies should obtain data from female participants and provide more insights into the difference between male and female customers’ satisfaction levels. Moreover, due to limitation of time, the sample was collected from the eastern province. Consequently, further research should include a larger and more representative sample of the Saudi
population. Because of the non-probability sampling approach used in this research, the results obtained cannot be generalized to a wide range of similar auto repair services situations, even though the methodology used in this study could be extended to these similar situations. Since the sample size considered is not that large, expectations could vary significantly. When compared with the significance of conducting this form of analysis, the limitations mentioned above are minor. Such
research should be conducted on a regular basis to track service quality and customer satisfaction levels and, as a result, make appropriate changes to correct any vulnerability that may exist.

Data Availability Statement

The original contributions presented in the study are included in the article/supplementary material, further inquiries can be directed to the corresponding author.

Ethics Statement

Ethical review and approval was not required for the study on human
participants in accordance with the local legislation and institutional requirements. Written informed consent for participation was not required for this study in accordance with the national legislation and the institutional requirements. The patients/participants provided their written informed consent to participate in this study.

Author Contributions

SZ helped in designing the study. ZH helped in designing and writing the manuscript. MAA helped in data collection and analysis
and writing the manuscript. SUR repositioned and fine-tuned the manuscript, wrote the introduction, and provided feedback on the manuscript.

Funding

This study was received funding from University Research Fund.

Conflict of Interest

The authors declare that the research was conducted in the absence of any commercial or financial relationships that could be construed as a potential conflict of interest.

Publisher’s Note

All claims expressed in this
article are solely those of the authors and do not necessarily represent those of their affiliated organizations, or those of the publisher, the editors and the reviewers. Any product that may be evaluated in this article, or claim that may be made by its manufacturer, is not guaranteed or endorsed by the publisher.

References

Armstrong, R. W., Mok, C., Go, F. M., and Chan, A. (1997). The importance of cross-cultural expectations in the measurement of
service quality perceptions in the khách sạn industry. Int. J. Hospital. Manag. 16, 181–190. doi: 10.1016/S0278-4319(97)00004-2

CrossRef Full Text |
Google Scholar

Asubonteng, P., McCleary, K. J., and Swan, J. E. (1996). Servqual revisited: a
critical review of service quality. J. Serv. Market. 10, 62–81. doi: 10.1108/08876049610148602

CrossRef Full Text | Google
Scholar

Atef, T. M. (2011). Assessing the ability of the Egyptian hospitality industry to serve special needs customers. Manag. Leisure 16, 231–242. doi: 10.1080/13606719.2011.583410

CrossRef Full Text |
Google Scholar

Bahadur, W., Aziz, S., and Zulfiqar, S. (2022). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of
customer affective commitment and perceived service quality. Cog. Bus. Manag. 5:1491780. doi: 10.1080/23311975.2022.1491780

CrossRef Full Text |
Google Scholar

Brown, G. T. (2022). Schooling beyond
COVID-19: an unevenly distributed future. Front. Edu. 8:82. doi: 10.3389/feduc.2022.00082

CrossRef Full Text | Google Scholar

Cai, G., Hong, Y., Xu,
L., Gao, W., Wang, K., and Chi, X. (2022). An evaluation of green ryokans through a tourism accommodation survey and customer-satisfaction-related CASBEE–IPA after COVID-19 Pandemic. Sustainability 13:145. doi: 10.3390/su13010145

CrossRef Full Text |
Google Scholar

Cao, Y., Ajjan, H., and Hong, P. (2022). Post-purchase shipping
and customer service experiences in online shopping and their impact on customer satisfaction: an empirical study with comparison. Asia Pacif. J. Market. Logist. 30:71. doi: 10.1108/APJML-04-2022-0071

CrossRef Full Text |
Google Scholar

Chang, M., Jang, H.-B., Li, Y.-M., and Kim, D. (2022). The relationship
between the efficiency, service quality and customer satisfaction for state-owned commercial banks in China. Sustainability 9:2163. doi: 10.3390/su9122163

CrossRef Full Text |
Google Scholar

Churchill, G. A. Jr., and Surprenant, C. (1982). An investigation into the determinants of customer
satisfaction. J. Mark. Res. 19, 491–504.

Google Scholar

Cohen, J., Cohen, J., Cohen, P., West, S. G. A., Leona, S., Patricia Cohen, S. G. W., et al. (2003). Applied
multiple regression/correlation analysis for the behavioral sciences. Tp New York, NY: Psychology Press.

Google Scholar

Dominic, P., Goh, K. N.,
Wong, D., and Chen, Y. Y. (2010). The importance of service quality for competitive advantage–with special reference to industrial product. Int. J. Bus. Inform. Syst. 6, 378–397. doi: 10.1504/IJBIS.2010.035051

PubMed Abstract | CrossRef Full Text |
Google Scholar

Edward, M., and Sahadev, S. (2011). Role of switching costs in the service
quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacif. J. Market. Logist. 23, 327–345. doi: 10.1108/13555851111143240

CrossRef Full Text |
Google Scholar

Elmadağ, A. B., Ellinger, A. E., and Franke, G. R. (2008). Antecedents and consequences of frontline
service employee commitment to service quality. J. Market. Theory Pract. 16, 95–110. doi: 10.2753/MTP1069-6679160201

CrossRef Full Text |
Google Scholar

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., and Bryant, B. E. (1996). The American customer
satisfaction index: nature, purpose, and findings. J. Market. 60, 7–18. doi: 10.1177/002224299606000403

CrossRef Full Text |
Google Scholar

Fornell, C., and Larcker, D. F. (1981a). Evaluating structural equation models with unobservable variables and
measurement error. J. Market. Res. 1987, 39–50. doi: 10.1177/002224378101800104

CrossRef Full Text | Google Scholar

Fornell, C., and Larcker, D. F. (1981b). Structural equation models with unobservable variables and measurement error: Algebra and statistics. J. Market. Res. 1987, 382–388. doi: 10.1177/002224378101800313

CrossRef Full Text |
Google Scholar

Gallarza-Granizo, M. G., Ruiz-Molina, M.-E., and Schlosser, C. (2022). Customer value in quick-service restaurants: a
cross-cultural study. Int. J. Hospital. Manag. 85:102351. doi: 10.1016/j.ijhm.2022.102351

CrossRef Full Text |
Google Scholar

González, M. E. A., Comesaña, L. R., and Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service
quality and customer satisfaction. J. Bus. Res. 60, 153–160. doi: 10.1016/j.jbusres.2006.10.014

CrossRef Full Text |
Google Scholar

Han, J., Zuo, Y., Law, R., Chen, S., and Zhang, M. (2022). Service Quality in Tourism Public Health:
Trust, Satisfaction, and Loyalty. Front. Psychol. 12:279. doi: 10.3389/fpsyg.2022.731279

PubMed Abstract | CrossRef Full Text |
Google Scholar

Hansemark, O. C., and Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Manag.
Serv. Qual. Int. J. 14, 40–57. doi: 10.1108/09604520410513668

CrossRef Full Text | Google Scholar

Henseler, J., Ringle, C. M., and Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing New challenges to international marketing. Bingley: Emerald Group Publishing Limited, 277–319. doi: 10.1108/S1474-7979(2009)0000020014

CrossRef Full Text |
Google Scholar

Ismagilova, E., Slade, E. L., Rana, N. P., and Dwivedi, Y. K. (2022). The effect of electronic word of mouth communications on intention
to buy: A meta-analysis. Inform. Syst. Front. 2022, 1–24.

Google Scholar

Korda, A. P., and Snoj, B.
(2010). Development, validity and reliability of perceived service quality in retail banking and its relationship with perceived value and customer satisfaction. Manag. Glob. Trans. 8:187.

Google Scholar

Lambert, D. M. (2010). Customer relationship management as a business process. J. Bus. Indus.
Market. 25, 4–17. doi: 10.1108/08858621011009119

CrossRef Full Text | Google Scholar

Lee, H., Lee, Y., and Yoo, D. (2000). The
determinants of perceived service quality and its relationship with satisfaction. J. Serv. Market. 14, 217–231. doi: 10.1108/08876040010327220

CrossRef Full Text |
Google Scholar

Mason, A. N., Narcum, J., and Mason, K. (2022). Social truyền thông marketing gains importance after Covid-19. Cog. Bus. Manag. 8:797. doi:
10.1080/23311975.2022.1870797

CrossRef Full Text | Google Scholar

Mechinda, P., and Patterson, P. G. (2011). The
impact of service climate and service provider personality on employees’ customer-oriented behavior in a high-contact setting. J. Serv. Market. 25, 101–113. doi: 10.1108/08876041111119822

CrossRef Full Text |
Google Scholar

Monmousseau, P., Marzuoli, A., Feron, E., and Delahaye, D. (2022). Impact of Covid-19 on
passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep. Transp. Res. Interdiscipl. Persp. 7:179. doi: 10.1016/j.trip.2022.100179

PubMed Abstract | CrossRef Full Text |
Google Scholar

Murray, J., Elms, J., and
Curran, M. (2022). Examining empathy and responsiveness in a high-service context. Int. J. Retail Distrib. Manag. 2022:16. doi: 10.1108/IJRDM-01-2022-0016

CrossRef Full Text |
Google Scholar

Nachtigall, C., Kroehne, U., Funke, F., and Steyer, R. (2003). Pros and cons of structural equation modeling. Methods Psychol. Res. Online 8, 1–22.

Google Scholar

Nambisan, P., Gustafson, D. H., Hawkins, R., and Pingree, S. (2022). Social support and responsiveness in online patient communities: impact on
service quality perceptions. Health Expect. 19, 87–97. doi: 10.1111/hex.12332

PubMed Abstract | CrossRef Full Text |
Google Scholar

Newsted, P. R., Huff, S. L., and Munro, M. C. (1998). Survey instruments in information systems.
Mis. Quart. 22:553. doi: 10.2307/249555

CrossRef Full Text | Google Scholar

Omar, H. F. H., Saadan, K. B., and Seman, K. B. (2015).
Determining the influence of the reliability of service quality on customer satisfaction: The case of Libyan E-commerce customers. Int. J. Learn. Dev. 5, 86–89. doi: 10.5296/ijld.v5i1.6649

CrossRef Full Text |
Google Scholar

Palese, B., and Usai, A. (2022). The relative importance of service quality
dimensions in E-commerce experiences. Int. J. Inform. Manag. 40, 132–140. doi: 10.1016/j.ijinfomgt.2022.02.001

CrossRef Full Text |
Google Scholar

Podsakoff, P. M., MacKenzie, S. B., Lee, J., and Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature
and rec-ommended remedies. J. Appl. Psychol. 88, 879–903. doi: 10.1037/0021-9010.88.5.879

PubMed Abstract | CrossRef Full Text |
Google Scholar

Parasuraman, A., Zeithaml, V. A., and Berry, L. (1988). SERVQUAL: a multiple-item
scale for measuring consumer perceptions of service quality. J. Retail. 64, 12–40.

Google Scholar

Ramanathan, U., Subramanian, N., and
Parrott, G. (2022). Role of social truyền thông in retail network operations and marketing to enhance customer satisfaction. Int. J. Operat. Prod. Manag. 37:153. doi: 10.1108/IJOPM-03-2015-0153

CrossRef Full Text |
Google Scholar

Santos, J. (2002). From intangibility to tangibility on service quality perceptions: a comparison study between
consumers and service providers in four service industries. Manag. Serv. Qual. Int. J. 12, 292–302. doi: 10.1108/09604520210442083

CrossRef Full Text |
Google Scholar

Srivastava, A., and Kumar, V. (2022). Hotel attributes and overall customer satisfaction:
What did COVID-19 change? Tour. Manag. Persp. 40:100867. doi: 10.1016/j.tmp.2022.100867

CrossRef Full Text | Google Scholar

Sofyani, H., Riyadh, H. A., and Fahlevi, H. (2022). Improving service quality, accountability and transparency of local government: the intervening role of information technology governance. Cogent Bus. Manage. 7:1735690. doi: 10.1080/23311975.2022.1735690

CrossRef Full Text |
Google Scholar

Suchánek, P., and Králová, M. (2022). Customer satisfaction, loyalty, knowledge and
competitiveness in the food industry. Eco. Res. Ekonomska istraživanja 32, 1237–1255. doi: 10.1080/1331677X.2022.1627893

CrossRef Full Text |
Google Scholar

Susskind, A. M., Kacmar, K. M., and Borchgrevink, C. P. (2003). Customer service providers’ attitudes relating to
customer service and customer satisfaction in the customer-server exchange. J. Appl. Psychol. 88:179. doi: 10.1037/0021-9010.88.1.179

PubMed Abstract | CrossRef Full Text |
Google Scholar

Tabachnick, B., and Fidell, L. (2007). Multivariate analysis of variance and
covariance. Multivar. Stat. 3, 402–407.

Google Scholar

Teas, R. K. (1993). Consumer expectations and the measurement of perceived service quality. J. Prof. Serv. Market. 8, 33–54. doi:
10.1080/15332969.1993.9985048

CrossRef Full Text | Google Scholar

Wu, G., Liang, L., and Gursoy, D. (2022).
Effects of the new COVID-19 normal on customer satisfaction: can facemasks level off the playing field between average-looking and attractive-looking employees? Int. J. Hospit. Manag. 97:102996. doi: 10.1016/j.ijhm.2022.102996

CrossRef Full Text |
Google Scholar

Wu, Y.-C., Tsai, C.-S., Hsiung, H.-W., and Chen, K.-Y. (2015).
Linkage between frontline employee service competence scale and customer perceptions of service quality. J. Serv. Market. 29, 224–234. doi: 10.1108/JSM-02-2014-0058

CrossRef Full Text |
Google Scholar

Zhou, R., Wang, X., Shi, Y., Zhang, R., Zhang, L., and Guo, H. (2022). Measuring e-service quality
and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting. Elect. Comm. Res. 19, 477–499. doi: 10.1007/s10660-018-9301-3

CrossRef Full Text |
Google Scholar

Which of the following can influence how satisfied a customer?

The three major factors that affect modern customer satisfaction can be categorized as customer perceived quality, value, and service. By harnessing these factors, you are able to provide positive, consistent customer experiences and create true customer loyalty.

Which of the following can influence customers perceptions of a service?

Five key factors that influence customer perception are product marketing and digital ads, company values and culture, customer support, product quality, and online reviews.

How can customer service affect customer satisfaction?

Great customer service can improve customer retention and repeat business. Repeat customers are also more valuable, with them spending 67% more than new customers, a study finds. Customer service can also improve your acquisition of new customers through positive reviews and word-of mouth.

Which factors have the strongest influence on customer satisfaction?

The three major factors that affect modern customer satisfaction are customer understanding, service, and technology. By tapping into these factors, you can provide positive, consistent customer experiences and create real customer loyalty.
Tải thêm tài liệu liên quan đến nội dung bài viết Which of the following can influence how satisfied a customer is with the service?

326

Video Which of the following can influence how satisfied a customer is with the service? ?

Bạn vừa tham khảo nội dung bài viết Với Một số hướng dẫn một cách rõ ràng hơn về Video Which of the following can influence how satisfied a customer is with the service? tiên tiến nhất

Share Link Download Which of the following can influence how satisfied a customer is with the service? miễn phí

You đang tìm một số trong những Chia Sẻ Link Cập nhật Which of the following can influence how satisfied a customer is with the service? miễn phí.

Hỏi đáp thắc mắc về Which of the following can influence how satisfied a customer is with the service?

Nếu sau khi đọc nội dung bài viết Which of the following can influence how satisfied a customer is with the service? vẫn chưa hiểu thì hoàn toàn có thể lại Comment ở cuối bài để Ad lý giải và hướng dẫn lại nha
#influence #satisfied #customer #service