Moderating effect of customer's retail format perception on customer satisfaction formation: An empirical study of mini-supermarkets in an urban retail market setting

Yokoyama, Narimasa; Azuma, Nobukazu; Kim, Woonho

doi:10.1016/j.jretconser.2022.102935

Cited by 21 publications

(16 citation statements)

References 49 publications

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“…(2) Features, are secondary or complementary characteristics; (3) Reability is a small possibility of damage or failure; (4) conformance to specifications that is to what extent the characteristics of design and operation meet the standards that have been set; (5) Durability is related to how long the product can continue to be used. This dimension includes the technical age as well as the economic age of use of the product; (6) Serviceability, including speed, competence, comfort, easy to repair and satisfactory handling of complaints; (7) Aesthetics, is the attractiveness of the product to the five senses, such as the physical form of attractive products, artistic designs, colors and so on; (8) Perceived quality (Yokoyama et al, 2022), the image and reputation of the product. Generally, buyer's knowledge to the attributes of the product, they perceive product quality from the aspect of price, brand name, advertising, company reputation and the country of the maker.…”

Section: Methodsmentioning

confidence: 99%

Innovation of Electronic-Based Multipurpose Credit Services to Improve Customer Satisfaction Through Loan Fee : A Study on Bank Jatim - Malang

Orbaningsih

Gitaria

Budi

2022

ebasr

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The competition of financial services business is getting higher and encourages banks to optimize their efforts to reach as many prospective customers as possible. One of the efforts made is to update innovative banking credit services through the development of an electronic-based multipurpose credit service system. This research aims to find out whether the quality of service, product quality, and loan fee, affect customer satisfaction. This research uses a quantitative approach, data collection using questionnaires distributed to 150 customers of Jatim bank. Data analysis uses path analysis. This research found that The Quality of Service affects Customer Satisfaction but the Quality of Multipurpose Credit electronic application products does not significantly affect customer satisfaction; Quality of Service and Product Quality of Multipurpose Credit electronic application affects Customer Satisfaction through Loan Fees. This research has the implication that innovation policies on multipurpose credit services and borrowing costs are major factors that can improve customer satisfaction.

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Section: Methodsmentioning

confidence: 99%

Innovation of Electronic-Based Multipurpose Credit Services to Improve Customer Satisfaction Through Loan Fee : A Study on Bank Jatim - Malang

Orbaningsih

Gitaria

Budi

2022

ebasr

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“…Strategi perusahaan memegang andil dalam kepuasan konsumen (Song et al, 2022). Kepuasan konsumen pada dasarnya bergantung pada kualitas servis yang di berikan dan harga produk (Yokoyama, Azuma and Kim, 2022). Dalam kualitas pelayanan jasa perusahaan, jika pelanggan merasa puas maka perusahaan tersebut dikatakan berhasil dalam memenuhi kualitas layanannya (Ramlawati, Kusuma., 2018).…”

Section: Pendahuluanunclassified

“…Bentuk penilaian pelanggan, seperti kepuasan terhadap layanan langsung oleh pekerja perusahaan, kepuasan terhadap produk yang diciptakan perusahaan, dan hal-hal mencakup semua entitas kualitas dalam bentuk kualitas produk dan layanan. Keberhasilan terhadap tingkat kepuasan pelanggan tercapai apabila konsumen puas atas kinerja produk atau jasa perusahaan (Yokoyama, Azuma and Kim, 2022).…”

Section: Pendahuluanunclassified

Pengaruh Kualitas Layanan Administrasi Jurusan Terhadap Kepuasan Mahasiswa Jurusan Desain Polnes Dengan Metode Servqual

Shyafary¹,

Soeprapto

2022

JUMINTEN

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Evaluasi terhadap pelayanan perusahaan guna peningkatan performansi dan kualitas kerja dapat di tinjau dengan menilai kepuasan pelanggan. Kepuasan pelanggan merupakan salah satu instrumen dalam pengukuran kualitas pelayanan jasa atas perusahaan. Servqual menjadi salah satu model pengukuran kualitas jasa dengan mendasarkan pengukurannya pada dimensi jasa yaitu hal berwujud (tangibles), daya tanggap (responsiveness), keandalan (realibility), jaminan (assurance), dan empati (empathy). Jurusan Desain Politeknik Negeri Samarinda selama sepuluh tahun terakhir belum pernah melakukan pengukuran kualitas layanan administrasi mahasiswa dan dosen. Dalam studi ini dilakukan pengukuran berupa gap (kesenjangan) antara pemberian jasa secara actual dan yang di harapkan pelanggan dengan menggunakan studi Servqual. Studi ini bertujuan untuk menilai tingkat kualitas layanan jasa administrasi jurusan dan tingkat rasa puas mahasiswa dan dosen terhadap kualitas layanan jasa yang diberikan oleh administrasi Jurusan Desain Politeknik Negeri Samarinda (Polnes). Perbedaan antara harapan konsumen mengenai kinerja dari perusahaan dan penilaian konsumen mengenai kinerja aktual memberikan suatu persepsi konsumen atas kualitas jasa. Dari analisa Servqual yang dilakukan setelah penyebaran kuesioner, adalah perlu adanya pembenahan dalam kenyamanan ruang tunggu serta performance tenaga administrasi.

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“…Competition between retail formats is more intense than competition within retail formats in Italy (Cardinali and Bellini, 2014). The emergence of new retail formats and the growth of existing formats have partly blurred the boundaries between competing formats in Japan (Yokoyama et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

The impact of e-retail usage on relative retail patronage formation

Yokoyama

Azuma

Kim

2023

IJRDM

Self Cite

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PurposeDespite retail digitisation and research efforts focussed on online and omnichannel shopping, there is insufficient knowledge regarding retail patronage formation in the grocery category, where in-store sales dominate. This study analyses the retail patronage formation in grocery in-store fill-in shopping.Design/methodology/approachThe authors designed a questionnaire to measure retail patronage behaviour, consumer satisfaction (CS), store attributes evaluation and e-retail usage. Then, the authors analysed the path structure for retail patronage behaviour formation using structural equation modelling. Additionally, they performed a mediation analysis using the bootstrap method and a moderation analysis based on a chi-square difference test.FindingsThis study provides three main findings. First, the authors' model has two ways to increase Share-of-Wallet (SOW). One is to increase Share-of-Visits (SOV) and another is to increase CS amongst non-users of e-retailing. Second, the results of the moderation analysis suggest the influence of customers' use or non-use of e-retailing on SOW formation. Third, service evaluation plays an interesting role in the overall model: the lower the assessment of service, the higher the SOV; the higher the evaluation of service, the greater the CS; the greater the CS, the higher the SOV.Originality/valueThe authors proposed the framework for the relative retail patronage formation in grocery fill-in shopping to examine the relationship between two relative patronage indicators (SOW and SOV) in the path structure and the mediating effect of CS and the moderating effect of e-retailing usage on retail patronage formation.

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Moderating effect of customer's retail format perception on customer satisfaction formation: An empirical study of mini-supermarkets in an urban retail market setting

Cited by 21 publications

References 49 publications

Innovation of Electronic-Based Multipurpose Credit Services to Improve Customer Satisfaction Through Loan Fee : A Study on Bank Jatim - Malang

Innovation of Electronic-Based Multipurpose Credit Services to Improve Customer Satisfaction Through Loan Fee : A Study on Bank Jatim - Malang

Pengaruh Kualitas Layanan Administrasi Jurusan Terhadap Kepuasan Mahasiswa Jurusan Desain Polnes Dengan Metode Servqual

The impact of e-retail usage on relative retail patronage formation

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