Erratum

Soteriou, Andreas C.; Stavrinides, Yiannos

doi:10.1108/02652320010356799

Cited by 38 publications

(4 citation statements)

References 15 publications

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“…However, to achieve sustainable growth, strategic guidelines from a practical perspective are necessary to overcome the shortcomings of business models (D. Kim, 2013). From the service operations management perspectives, efficiency measurement can quantitatively identify whether a firm's resources are efficiently allocated in service quality production (Soteriou & Stavrinides, 2000). An integrative assessment of consumer satisfaction and how efficiently a firm can manage its service design process will allow firms to determine appropriate strategies for attaining a novel competitive edge.…”

Section: Examplesmentioning

confidence: 99%

“…Therefore, this study investigates the quality control strategies a firm should implement under limited resources, by measuring the quality-satisfaction efficiency of s-commerce services. Such an approach can provide quantitative evidence for firms to identify whether their resources are allocated efficiently in service quality production (Soteriou & Stavrinides, 2000). Efficiency measurement literature presented various applications in the service quality management context such as customer satisfaction and loyalty model (Bayraktar et al, 2012), strategic planning based on costs of quality and maintenance (Weinstein et al, 2009), and quality improvement planning based on cost-profit function and marginal satisfaction model (C. C. Yang, 2003).…”

Section: Quality-satisfaction Efficiency Managementmentioning

confidence: 99%

“…Ratio analysis, a conventional measurement method for efficiency, requires the weight on various inputs and outputs to be predetermined, thereby leading to the subjective judgment of researchers (Berger & Humphrey, 1997). Based on these advantages, DEA is considered superior to other methods for a minimal required assumption and has been widely used for efficiency measurement in the service sector (Liu et al, 2018), including in retail (Keh & Chu, 2003), Internet marketing (Shuai & Wu, 2011), mobile phone brands (Bayraktar et al, 2012), and banking (Ebrahimnejad et al, 2014;Soteriou & Stavrinides, 2000).…”

Section: Dea For Efficiency Performance Evaluationmentioning

confidence: 99%

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Consumer satisfaction–based social commerce service quality management

Shin

Park

Kim

2020

BRQ Business Research Quarterly

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Social commerce (s-commerce) is a social media service enabling consumers’ participation in the online marketing and sale of products and services. This study aims to (a) identify key functional and hedonic quality factors that affect consumer satisfaction based on consumers’ perspective and (b) analyze the degree of efficiency of the quality–satisfaction relationship to propose distinct and actionable improvement strategies from the firms’ perspective. The results identified the following key quality determinants: functional aspects of durability and safety, and hedonic aspects of enjoyment, awareness, novelty, and image. The result implies that most s-commerce service firms fail to efficiently convert the enhancement of safety, awareness, and novelty into consumer satisfaction. This study contributes to the stream of literature on both s-commerce and service operations management by determining key service quality elements based on consumers’ perceptions and providing a decision-making aid to firms for quality-satisfaction efficiency improvement. JEL CLASSIFICATION: M10; L20; L81

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Section: Examplesmentioning

confidence: 99%

Section: Quality-satisfaction Efficiency Managementmentioning

confidence: 99%

Section: Dea For Efficiency Performance Evaluationmentioning

confidence: 99%

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Consumer satisfaction–based social commerce service quality management

Shin

Park

Kim

2020

BRQ Business Research Quarterly

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“…From the perspective of the customer / consumer there are often so many complaints regarding product quality, prices that are too high Soteriou, A. C., & Stavrinides, Y. (2000) [9]. Nowadays and in the future in line with the developments that occur, the level of public education is increasing; the way of thinking becomes more modern followed by an awareness of the importance of service quality.…”

Section: Service Qualitymentioning

confidence: 99%

Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness

Ndayisenga¹,

Tomoliyus²

2019

International Journal of Human Movement and Sports Sciences

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Regular quality of service and tariffs are generally recommended to be important factors for maintaining customers. The purpose of this study was to determine the effect of service quality on service satisfaction and fitness customer behavior, to determine the effect of tariff on fitness customer behavior loyalty, to determine the effect of satisfaction on customer behavior loyalty at fitness. Design/methodology/approach: Type This study was a descriptive research with mixed methods (qualitative and quantitative). The subjects of this research were 85 Customers from two groups: UNY Family and outside the UNY taken by random sampling. Data analysis techniques using correlation and linear regression among indicators-variables, and between variables themselves with Software SPSS.21 and PLS-SEM. Findings: The results showed that there was a significant effect of service quality on satisfaction, the effect of service quality on behavior loyalty was largely indirect. The ticket prices have a negative effect on satisfaction and behavioral loyalty. Research limitations/implications: Although this study lacks generalizability, thus, service quality and tariffs are strong management instruments to help sports management. Practical implications-Thus, service quality and tariffs are strong management instruments to help sports management to decide the allocation of resources to increase customer satisfaction and loyalty. Originality/value: This study is the first to apply to explain career to the current situation in that fitness.

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Assessing Bank and Bank Branch Performance

Paradi

Yang

Zhu

2011

International Series in Operations Research &Amp; Management Science

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The banking industry has been the object of DEA analyses by a significant number of researchers and probably is the most heavily studied of all business sectors. Various DEA models have been applied in performance assessing problems, and the banks' complex production processes have further motivated the development and improvement of DEA techniques. The main application areas for DEA in bank and branch performance analysis include the following: efficiency ranking; resource allocation, efficiency trends investigation; environmental impacts compensation; examining the impacts of new technology, ownership, deregulation, corporate, economic, and political events, etc.

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Erratum

Cited by 38 publications

References 15 publications

Consumer satisfaction–based social commerce service quality management

Consumer satisfaction–based social commerce service quality management

Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness

Assessing Bank and Bank Branch Performance

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