Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing

Kusumadewi, R. Neni; Karyono, Otong

doi:10.33258/birci.v2i2.306

Cited by 25 publications

(24 citation statements)

References 16 publications

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“…Flexibility is the foundation for achieving the organization's competitive advantage by adapting rapidly to shifts in product growth that satisfy consumer needs (Kusumadewi and Karyono, 2019). Flexibility ensures that the company can shift operations differently, which means changing operating efficiency, and changing its process and time (Tsai and Lin, 2018).…”

Section: Flexibilitymentioning

confidence: 99%

Mediating Role of Ethical Leadership Between Employees Empowerment and Competitive Edge: A Case of Commercial Banks in Pakistan

Khan

Ullah

2021

HSSR

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Purpose of the study: The current study aimed to examine the impact of employee empowerment on reaching a better level of competitive edge through the mediating influence of ethical leadership. Methodology: Dimensions of competitive edge were employed, including (quality, responsiveness, innovation, and efficiency). A quantitative approach was adopted to attain the main objective of the study. A questionnaire was employed to collect data from 258 individuals' of Pakistani commercial banks. SPSS/ AMOS was used to screen and analyze the gathered data. Cronbach's Alpha was used to test the reliability of the study tool. Multiple regression analysis was performed to test the hypotheses of the study. Preacher and Hayes model was deployed to test the mediation effect. Principal Findings: The study's results indicated that ethical leadership mediates the relationship between empowerment and competitive edge. Besides, the study highlighted that ethical leadership influences empowerment in a way that leads to better efficiency and service quality, launching from leaderships' role in increasing awareness of service quality importance and leading employees towards being more creative and innovative. Application of this Study: The study recommended that workers in the bank sector should submit proposals that affect skills training and the expansion of their fields of empowerment in comparison with the previous stage and offer workers with proven skills a chance to engage in decision making to strengthen their skills and provide them with the ability to learn further in the field of banking. Novelty/Originality of this study: This is the first study that has analyzed the mediating role of ethical leadership between employees' empowerment and competitive edge in the context of listed Pakistani commercial Banks.

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Section: Flexibilitymentioning

confidence: 99%

Mediating Role of Ethical Leadership Between Employees Empowerment and Competitive Edge: A Case of Commercial Banks in Pakistan

Khan

Ullah

2021

HSSR

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“…Parasuraman et al (1988) proposed that service quality can be evaluated with five primary dimensions: tangible, reliability, responsiveness, assurance, and empathy. Venter et al in Kusumadewi & Karyono (2019) stated that Service quality in the retail becomes an important in forming image and increase sustainable competitive advantage, because competitive advantage success is driven by service quality that exceed customer expectations.…”

Section: Service Qualitymentioning

confidence: 99%

Do Brand Image and Brand Trust Mediate the Effect of Service Quality on Brand Loyalty? Lessons from Higher Education Sector

Tammubua

2021

BIoHS

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This study analyzes the relationship between service quality on brand image, brand trust, and brand loyalty in the higher education sector. This study used a 4-point Likert scale questionnaire to collect the data from 185 students at the Distance Learning Program Unit Universitas Terbuka Jayapura registered in 2014-2018. It also employed the Structural Equation Modeling Partial Least Square (SEM-PLS) method to analyze the data with the help of SmartPLS 3 software. The results showed that service quality positively and significantly affected the brand image, brand trust, and brand loyalty. Brand trust has a positive and significant effect on brand loyalty, while the brand image has no significant effect on brand loyalty.

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“…Service innovation is the key to change conducted by companies to improve competitive advantage by accelerating the service process through innovation in new service systems that combine with technological i.e integrate retail processes and digital services elements, because digital innovation a framework for diagnosing service innovation (Kusumadewi and Karyono, 2019)…”

Section: One Stop Servicesmentioning

confidence: 99%

One Integrated Service Quality Doors at Meureudu State Court

Suriadi¹,

Rozaili²,

Zulfikar³

2020

BIRCI

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One door integrated service policy is a new idea in service to the community. Integrated steps in this service are system changes in the implementation of activities to facilitate the Meureudu district court in serving the community, this policy requires processes and innovations for service providers, one door integrated service guidance and direction full of today's technological challenges., the role in the system that is carried out cannot be separated from the challenges of circumstances that can cause deviations in an activity. The authors use a descriptive qualitative approach which is basically an attempt to reveal a problem or situation or event as it should be so as to provide an objective picture of the actual state of the object under study. Research results and discussion, In improving services to the needs of the community, the Meureudu district court has facilitated and guided its employees in providing services, a simple, fast and precise service process requires the ability and creativity of employees and for the implementation of these activities this greatly affects the leadership role that manages the wheels of activity in the court. The success of the Meureudu District Court by obtaining a B rating means that demands for excellent service to the community are the first priority. The obstacle faced by the Meureudu District Court is that they do not have their own building and they are still using the Pidie Jaya Regency government building which has been granted the right to use this greeting. fast and precise requires the ability and creativity of employees and for the implementation of this activity is very influential in the leadership role that manages the wheels of activity in the court.

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Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing

Cited by 25 publications

References 16 publications

Mediating Role of Ethical Leadership Between Employees Empowerment and Competitive Edge: A Case of Commercial Banks in Pakistan

Mediating Role of Ethical Leadership Between Employees Empowerment and Competitive Edge: A Case of Commercial Banks in Pakistan

Do Brand Image and Brand Trust Mediate the Effect of Service Quality on Brand Loyalty? Lessons from Higher Education Sector

One Integrated Service Quality Doors at Meureudu State Court

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