Category Archives: Model Penelitian Marketing

Model Penelitian : Value, Perceive Quality, Corporate Image and Customer Satisfaction (SEM)

Model Customer Satisfaction

Value, Perceive Quality, Corporate Image and Customer Satisfaction (SEM)

 

 

relationship between service quality and customer satisfaction

Studi of Relationship Between Service quality and Customer Satisfaction Based on Meta Analysis

Yin Qi  Cao Huarui  Wei Fuxiang  Zhang Jing
Bus. Sch., NanKai Univ., Tianjin, China

Issue Date: Nov. 30 2010-Dec. 2 2010
On page(s): 94 – 99
Location: Seoul
Print ISBN: 978-1-4244-8599-4
INSPEC Accession Number: 11824103
Date of Current Version: 14 February 2011

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The value concept and relationship marketing

Research Journal

Document Information:
Title: The value concept and relationship marketing
Author(s): Annika Ravald, (Department of Marketing and Economic Geography, Swedish School of Economics and Business Administration, Finland), Christian Grönroos, (Department of Marketing and Economic Geography, Swedish School of Economics and Business Administration, Finland)
Citation: Annika Ravald, Christian Grönroos, (1996) “The value concept and relationship marketing”, European Journal of Marketing, Vol. 30 Iss: 2, pp.19 – 30
Keywords: Customer satisfaction, Quality, Relationship marketing, Value
Article type: Conceptual Paper
DOI: 10.1108/03090569610106626 (Permanent URL)
Publisher: MCB UP Ltd
Abstract: The value concept is a basic constituent of relationship marketing. The ability to provide superior value to customers is a prerequisite when trying to establish and maintain long-term customer relationships. Stresses the fact that the underlying construct of customer satisfaction is more than a perception of the quality received. What must be taken into account as well is the customer’s need of quality improvements and his willingness to pay for it. From a relationship perspective these aspects are fundamental, since they are both related to the costs of the parties involved. Suggests that a reduction in customer-perceived costs may be a most recommendable method of providing value to the customer, since, done properly, it can improve the internal cost efficiency as well. It is then possible to establish and maintain mutually profitable customer relationships, which is of prime concern in relationship marketing.

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Modelling the relationship between perceived value, satisfaction and repurchase intentions

Research Journal

Document Information:
Title: Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination
Author(s): Paul G. Patterson, (School of Marketing, University of New South Wales, Sydney, Australia, and), Richard A. Spreng, (Department of Marketing and Logistics, Graduate School of Management, Michigan State University, East Lansing, Michigan, USA)
Citation: Paul G. Patterson, Richard A. Spreng, (1997) “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination”, International Journal of Service Industry Management, Vol. 8 Iss: 5, pp.414 – 434
Keywords: Professional service firms, Purchasing, Value
Article type: Research paper
DOI: 10.1108/09564239710189835 (Permanent URL)
Publisher: MCB UP Ltd
Abstract: Examines the relationship between four key post-purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business-to-business professional services. Attempts to disaggregate performance into its component multiple dimensions, and assess the individual impact of each on post-purchase evaluation processes. Shows that the effect of perceived value on repurchase intentions is completely mediated through satisfaction. Confirms six performance dimensions, each having a significant impact on both value and satisfaction and adds new insight to our understanding of the respective roles of perceived value, satisfaction and post-purchase intentions.

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Service quality and satisfaction : the moderating role of value

Document Information:
Title: Service quality and satisfaction – the moderating role of value
Author(s): Albert Caruana, (Department of Marketing, University of Malta, Msida, Malta), Arthur H. Money, (Henley Management College, Greenlands, UK), Pierre R. Berthon, (Cardiff Business School, University of Wales, Cardiff, UK)
Citation: Albert Caruana, Arthur H. Money, Pierre R. Berthon, (2000) “Service quality and satisfaction – the moderating role of value”, European Journal of Marketing, Vol. 34 Iss: 11/12, pp.1338 – 1353
Keywords: Customer satisfaction, Regression analysis, Service quality, Services marketing, Value
Article type: Research Paper
DOI: 10.1108/03090560010764432 (Permanent URL)
Publisher: MCB UP Ltd
Abstract: The constructs of service quality, satisfaction and value are discussed. Instruments are identified and exploratory research is undertaken among customers of an audit firm to determine whether value plays a moderating role between service quality and satisfaction. Results from a moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted.

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Customer loyalty and complex services

Customer loyalty and complex services

The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

Title: Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise
Author(s): Tor Wallin Andreassen, (Norwegian School of Management, The Graduate School, and Stockholm University, School of Business), Bodil Lindestad, (Norwegian Institute for Research in Marketing (NiM) at the Norwegian School of Management, Sandvika, Norway)
Citation: Tor Wallin Andreassen, Bodil Lindestad, (1998) “Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise”, International Journal of Service Industry Management, Vol. 9 Iss: 1, pp.7 – 23

 

Acknowledgements

The authors gratefully acknowledge the data provided through the funding by sponsoring companies of The Norwegian Customer Satisfaction Barometer and the support of the Service Forum at The Norwegian School of Management. We are also grateful for valuable comments made by two anonymous International Journal of Service Industry Management reviewers.

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Service Quality, Perceive Value and Customer Satisfaction Model

Model Request

Service Quality, Perceive Value and Customer Satisfaction Model

 

 

 

 

 

 

 

 

 

Model Utama

 

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