Market Orientation, Service Quality Perception, and Customer Satisfaction: The Role of Market-sensing Capabilities

Amangala, Emmanuel A.; Wali, Andy Fred

doi:10.1177/2278533719887453

Cited by 4 publications

(3 citation statements)

References 35 publications

(54 reference statements)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Mohammadi (6), in his study in private hospitals in Isfahan, concludes that market orientation through brand identity affects hospital performance. Amangala and Wali's (7) study shows a positive relationship between market orientation and service quality. Market orientation in an organization can be both a cultural issue and a managerial issue (8).…”

Section: Introductionmentioning

confidence: 93%

Investigating the Relationship Between Management Style and Market Orientation in Qazvin University of Medical Sciences

Ahadinezhad¹,

Khosravizadeh²,

Vahdati³

et al. 2022

JEBHPME

View full text Add to dashboard Cite

Background: Hospital management style can affect various aspects of hospital performance. One of these aspects is the level of market orientation of the hospital. Therefore, the present study attempts to answer whether management style makes a difference in the degree market orientation of hospitals or not. Methods: This research is a descriptive-analytical and cross-sectional study conducted in 2020. About 420 people were selected by stratified sampling out of the six medical centers' staff in Qazvin, Iran. A total of 411 people (97.86 %) completed the questionnaires. The collected data were analyzed using STATA15 and SPSS16 software. Robust regression analysis was used to estimate the role of management style in the level of market orientation of hospitals. Mean variables were analyzed using one-way analysis of variance and post hoc test. Results: The score range of the variables was from 1 to 5. Autocratic and delegating styles obtained the highest average (3.22 ± 0.54) and the lowest average (2.87 ± 0.70), respectively. Among the dimensions of market orientation, customer orientation had the highest average (3.32 ± 0.84), while competitor orientation obtained the lowest average (2.80 ± 0.86). The average score of market orientation was 2.88 ± 0.65. A statistically significant difference between hospitals was observed in terms of participative and delegating styles (P-value < 0.05). In addition to market orientation, there was a statistically significant difference between hospitals (P-value < 0.05). The regression coefficient between the level of the hospital market orientation and the participative and delegating styles was 0.10 and 0.09, respectively (P-value < 0.05). In contrast, the regression coefficient between autocratic style and level of market orientation was estimated to be -0.76. Conclusion: It can be concluded that managers should use more participatory and delegating styles to increase the market orientation of the studied hospitals.

show abstract

Section: Introductionmentioning

confidence: 93%

Investigating the Relationship Between Management Style and Market Orientation in Qazvin University of Medical Sciences

Ahadinezhad¹,

Khosravizadeh²,

Vahdati³

et al. 2022

JEBHPME

View full text Add to dashboard Cite

show abstract

“…Hasil analisis data dengan menggunakan SmartPLS menunjukkan nilai P Values 0.083 > 0.05 dan nilai t-statistics 1,736 < 1,96, yang artinya orientasi pasar tidak berpengaruh terhadap kepuasan pelanggan, maka H2 ditolak. Hasil penelitian ini berbeda dengan penelitian yang dilakukan oleh (Crick et al, 2022); (Isaiah, 2019); (Mahmoud et al, 2019); (Amangala & Wali, 2020) bahwa ada pengaruh antara orientasi pasar dengan kepuasan pelanggan, akan tetapi konsisten dengan penelitian yang dilakukan oleh (Shamsudin et al, 2020) bahwa tidak ada pengaruh yang signifikan antara orientasi pasar dengan kepuasan pelanggan.…”

Section: H2: Terdapat Pengaruh Langsung Orientasi Pasar Terhadap Kepu...unclassified

Pengaruh Promosi Dan Orientasi Pasar Terhadap Kepuasan Pelanggan Dengan Mediasi Kualitas Pelayanan Pada Dealer Motor Honda Pontang Perkasa Kabupaten Serang

2022

View full text Add to dashboard Cite

Customer satisfaction is the key for companies to win business competition to achieve this the role of promotion, market orientation and service quality becomes very important. The purpose of this study is to analyze the influence of promotion and market orientation on customer satisfaction by mediating service quality at Honda Pontang Perkasa motorcycle dealers, Serang Regency. This study used primary data from the results of the distribution of questionnaires to 160 respondents using accidental sampling or convenience sampling techniques. Method of analysis using the PLS-SEM approach. The results of the study show that promotion has a direct effect on service quality and customer satisfaction, market orientation does not affect service quality and customer satisfaction and service quality has a direct effect on customer satisfaction, in addition, there is a mediation effect between promotion on customer satisfaction through service quality and no mediation effect between market orientation and customer satisfaction through service quality

show abstract

“…Selain itu terdapat beberapa penelitian yang mengungkapkan bahwa kepuasan konsumen adalah konsep sentral dalam wacana bisnis manajemen [10]. b. Kualitas Pelayanan Kualitas pelayanan adalah upaya penyampaian jasa untuk memenuhi kebutuhan dan keinginan pelanggan serta ketepatan penyampaian untuk mengimbangi harapan pelanggan [7].…”

Section: Kajian Pustaka a Kepuasan Konsumenunclassified

Pelayanan Karyawan, Harga Yang Sesuai Daya Beli Dan Lokasi Faktor Penentu Kepuasan Konsumen

Maya

Khoirunnisa

2021

BIEJ

View full text Add to dashboard Cite

Abstract– The influence of service quality, price and location on consumer satisfaction of micro-enterprises in the market. The research method used is a survey research method. That is research to determine the effect of independent variables (quality of service, price and location) with related variables (consumer satisfaction). The population in this study are all micro business consumers who have purchased the product more than once in a market transaction with an unknown population. The specified sample is 100 people using non-probability sampling technique. From the results of multiple linear regression analysis shows that the variables of Service Quality (X1) = 0.297, Price (X2) = 0.392, and Location (X3) = 0.272 on consumer satisfaction. The analysis of the coefficient of determination (R2) is 0.754 or 75.4%. The magnitude of the coefficient of determination indicates that the independent variables consisting of Service Quality (X1), Price (X2) and Location (X3) are able to explain the dependent variable, namely Consumer Satisfaction (Y) of 47.2%, while the remaining 52.8% explained by other variables not included in this research model. The influence of each variable is the variable of service quality, price and location partially positive and significant effect on consumer satisfaction in the market. Abstrak- Pengaruh kualitas pelayanan, harga dan lokasi terhadap kepuasan konsumen usaha mikro dipasar. Metode penelitian yang digunakan adalah metode penelitian survey. Yaitu penelitian untuk mengetahui pengaruh antara variabel bebas (kualitas pelayanan, harga dan lokasi) dengan variabel terkait (kepuasan konsumen). Populasi dalam penelitian ini adalah semua konsumen usaha mikro yang telah membeli produk lebih dari satu kali transaksi di pasar dengan jumlah populasi yang tidak diketahui. Sampel yang ditentukan berjumlah 100 orang menggunakan teknik nonprobability sampling. Dari hasil analisis regresi linier berganda menunjukkan bahwa variabel Kualitas Pelayanan (X1) = 0,297, Harga (X2) = 0,392, dan Lokasi (X3) = 0,272 terhadap Kepuasan Konsumen. Analisis nilai koefisien determinasi (R2 ) sebesar 0,754 atau 75,4%. Besarnya nilai koefisien determinasi tersebut menunjukkan bahwa variabel independen yang terdiri dari Kualitas Pelayanan (X1), Harga (X2) dan Lokasi (X3) mampu menjelaskan variabel dependen yaitu Kepuasan Konsumen (Y) sebesar 47,2%, sedangkan sisanya sebesar 52,8% dijelaskan oleh variabel lain yang tidak dimasukkan dalam model penelitian ini. Pengaruh masing-masing variabel adalah variabel kualitas pelayanan, harga dan lokasi secara parsial berpengaruh positif dan signifikan terhadap kepuasan konsumen udaha mikro dipasar.

show abstract

Market Orientation, Service Quality Perception, and Customer Satisfaction: The Role of Market-sensing Capabilities

Cited by 4 publications

References 35 publications

Investigating the Relationship Between Management Style and Market Orientation in Qazvin University of Medical Sciences

Investigating the Relationship Between Management Style and Market Orientation in Qazvin University of Medical Sciences

Pengaruh Promosi Dan Orientasi Pasar Terhadap Kepuasan Pelanggan Dengan Mediasi Kualitas Pelayanan Pada Dealer Motor Honda Pontang Perkasa Kabupaten Serang

Pelayanan Karyawan, Harga Yang Sesuai Daya Beli Dan Lokasi Faktor Penentu Kepuasan Konsumen

Contact Info

Product

Resources

About